Consumer complaint received 2023-12-31
Company: MoneyLion Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 at XXXX I checked my MoneyLion account and noticed an unauthorized transaction on XX/XX/2023 for {$500.00} that was pending. I immediately locked my debit card and looked for my debit card but I was unable to find it. On XX/XX/2023 at XXXX I called MoneyLion customer service to report my card lost and dispute the unauthorized transaction. The MoneyLion representative canceled my debit and ordered a new debit card for me. He then told me that since the unauthorized transaction was still pending he was not able to start the dispute claim until it posted to my account. I asked when it would post and he told me it could take 1 to 5 days to post but he would be monitoring my account and when it does post he would start my dispute claim for the unauthorized transaction and contact me to confirm. 

On XX/XX/2023 at XXXX I had still not received a confirmation from the MoneyLion representative so I called to check the status of my dispute claim. The MoneyLion representative told me that there was a note on my account showing I reported the unauthorized transaction but the previous representative failed to start the dispute claim process. The representative opened the dispute claim for the unauthorized transaction then asked if I needed to order a new debit card and I explained that the previous representative already ordered a new debit card for me. 

On XX/XX/2023 at XXXX I received an email from MoneyLion requesting that I complete the attached statement of fraud form which I immediately completed and submitted by email. 

On XX/XX/2023 at XXXX I received an email from MoneyLion stating they have thoroughly investigated my claim and determined that no error had occurred and they have come to this conclusion because it is a card present transaction initiated by me and I have indicated that I have possession of the card. 

On XX/XX/2023 at XXXX I responded to MoneyLions email informing them once again that my debit card was lost and I did not have it in my possession which is exactly what I told them during both phone calls as well as what I stated on the statement of fraud form which I completed and previously returned. I also attached another copy of the form to this email for them to reference. After emailing my response I called MoneyLion to request a copy of the documents used in the investigation and requested they reopen my dispute claim since they wrongfully denied then closed my claim based on incorrect information. The MoneyLion representative XXXX XXXX told me she would put in my request for the documents and a request to reopen claim based on the additional information I provided. 

On XX/XX/2023 at XXXX I received an email stating that in order to reopen my dispute claim they would need me to provide additional information or relevant documentation to support my claim. At XXXX I emailed my response informing them that I had already provided additional information by email and again over the phone to XXXX XXXX when I requested the claim be reopened. 

On XX/XX/2023 at XXXX I received an email from a MoneyLions dispute representative named XXXX XXXX XXXX the documents I requested. 

On XX/XX/2023 at XXXX I replied to the email from XXXX XXXX and requested once again for my dispute claim to be reopened because they wrongfully closed my claim based on incorrect information stating the debit card was in my possession when in fact the debit card was lost and no longer in my possession. 

On XX/XX/2023 at XXXX I received a response email from XXXX XXXX XXXX that in order to reopen my dispute claim I would need to provide additional information or relevant documentation to support my claim. 

I have already provided the required information and relevant documentation to support my claim several times and I will not continue to keep repeating myself to MoneyLions incompetent representatives.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation