Consumer complaint received 2024-08-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: MoneyLion Inc.
State: KY

Complaint narrative:
On XX/XX/year> I created an account with MoneyLion and autoconfigured my direct deposit to the account via Daily Pay ( my employers pay roll ) and on XX/XX/year> I received my direct deposit of {$230.00} to the Money Lion checking account. Upon receiving notification that my direct deposit had been deposited, I opened the Money Lion application on my phone and I was unable to login and immediately contacted customer support on XX/XX/year> about my login not working. I was then contacted back with information on how to reset my password, which didn't work. On XX/XX/year> I contacted customer support about the resetting of my password not working and how I was still unable to login to my account to access funds of my direct deposit where I was then told my account had been suspended/closed and customer support would reach out regarding reasoning via email. On XX/XX/year> without contact from any customer support, I contacted customer support back to report that I had not received an email regarding my account being suspended and closed. On XX/XX/year> Money Lion requested documents to verify my identity and address, etc and I then sent over XXXX documents the same day, and was told it would take up to XXXX business days to review and process. On XX/XX/year> I contacted customer support once again asking for an update on the documents and was told the ticket had been closed and that I needed to resend the documents to open a new ticket. On XX/XX/year> I uploaded and sent XXXX verification documents once again where I was then told that it would take around XXXX hours to review the documents. On XX/XX/year> at XXXX I contacted customer support after no contact and customer service requested documents again to which I was compliant. I was then told that my documents had been approved after being on hold for sometime and that I would receive an email within the next hour with directions on how to reinstate my account to access my direct deposit of {$XXXX} that I had received on XX/XX/year> to my Money Lion checking account. On XX/XX/year> I contacted customer support once again at XXXX well after the hour stating I had not yet gotten an email on how to reinstate my account after I was told my documents had been approved at XXXX and was asked once again to upload documents to which I refused and was asked to be transferred to a supervisor and was still unable to speak with XXXX. The customer service rep stated that their support team would contact me via email, and I argued that I wanted to speak with them on the phone and was unable to still speak with a supervisor. I was contacted by a supervisor on XX/XX/year> sometime during the PM hours via email and was asked to yet again upload XXXX verification documents, to which I was compliant and the supervisor states that they did not meet criteria and I am absolutely positive that they are clear imaging of everything they stated that they needed because I created a checklist as I uploaded these documents XXXX separate times with still no access to my account and funds.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief