Consumer complaint received 2022-03-21
Company: MoneyLion Inc.
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I left my wallet at a convivence store the afternoon of XX/XX/XXXX. That night I received a phone call from a woman who said she found my wallet beside a trash can in a parking lot of a grocery store. This was around XXXX. I met up with her the next day to receive it. I noticed my ID, Debit card, and a couple of XXXX. cards were in the wallet. My XXXX $ cash was missing. I figured whoever found it, took the cash, chunked the wallet. On XX/XX/XXXX I noticed a charge for XXXX on my moneylion account. I called immediately to file a claim with moneylion. The representative closed my card, ordered me a new one which i would receive in 5-10 business days, sent me a fraud statement form and another fraud form to fill out via email and send it back to them. He said i would be issued a provisional credit within 10 business days. Both paperwork was filled out, i sent it back to them on XX/XX/XXXX. It is now XX/XX/XXXX,. I have not received a provisional credit. On top of that on XX/XX/XXXX I was logged into my moneylion app performing my budget to pay my bills. This was my 3rd paycheck ( i was unemployed for 6 months prior ). While budgeting and setting up a payment to my utility company, i noticed my account dropped {$740.00}. It said it went to graceorigins. I have no idea who or what that is. Then it dropped again. another {$740.00}. This time to someone or something named XXXX. I took the remainin {$600.00} and sent it to my cashapp account and called moneylion to report what was going on. While on hold I checked my email and i received 2 emails stating password was changed and phone number changed. I didn't do either on of these. I spoke to 7 representatives the day of 16. They said to wait for the transactions to post then dispute them. Well the morning of XX/XX/XXXX they both posted. I called to dispute them and get my money back that day. i am a single mother of 5 with no help or child support. I need my money back to support my bills and catch up on my 6 months worth of non payment to some places. Again, i spoke to 10 different representatives, was hung up on 8 times, was told they would have a manager call me back and they never did. Finally that evening i got ahold of a supervisor for moneylion. He assure me that I would receive my credit as soon as the fraud department reviewed my disputes. I told him no i wanted to speak to someone higher up vie been told to many wrong dates on things. He filed a complain on my behalf, ref # MLIBLLQM and told me someone from the executive staff would return my call and fix this debacle. well 24 hours came and went, no call back. It is now Monday XX/XX/XXXX. i called and spoke to some other woman, she claims i wont receive a refund for 45 days. told me she has no supervisors available to talk. She told me she can have someone call me back, but they never doo. I want my money back. Im so upset and angry and frustrated. Nobody is on the same page, the customer service workers have no sense of what to do they do not care. To top it off when those 2 transactions, graceorignins and yellena are based out of XXXX and the XXXX. Isnt fraud supposed to call and approve transactions that are sketchy. They surely did not. The instacash that was due on the 17 because i set it up to pay when i got paid so i would never be late, well guess what they were supposed to move that due date to further along in the month so i can get my funds back and then pay it to keep the amount i receieve large for emergency purposes. Well now they are refusing to do that which is going to make me look bad, remove my {$600.00} instacash funds, and not care to give me an answer or transfer me to someone who knows what is going on. Im moving my direct deposuit to a different institution and if i do not get issued my refund i will sue this company.

Company response to consumer: Closed with explanation