Consumer complaint received 2026-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: MoneyLion Inc.
State: AZ

Complaint narrative:
On XX/XX/XXXX I filed a written billing-error dispute with MoneyLion ( Case # XXXX ) covering XXXX XXXX debit transactions on my XXXX XXXX XXXX, totaling {$3200.00}. Transactions ran from XX/XX/XXXX through XX/XX/XXXX. The dispute was filed in writing as a billing error under 12 CFR 1005.11 ( a ) ( 1 ) ( ii ) ( incorrect amount ) and ( iv ) ( computational/bookkeeping error ). It was expressly NOT a fraud claim. I uploaded a Written Confirmation of Dispute to MoneyLion 's portal ( XXXX ) on XX/XX/XXXX documenting XXXX duplicate clusters where the same XXXX XXXX! in-game XXXX was billed two or more times within the same XXXX XXXX ID, often within seconds. Duplicate extras alone totaled {$1700.00}. MoneyLion received the dispute Tuesday XX/XX/XXXX. The summary they later sent shows the 73 transactions were marked " Closed '' on XX/XX/XXXX and XX/XX/XXXX a 1-to-2-business-day " investigation. '' On XX/XX/XXXX MoneyLion issued a final-resolution letter stating " no error occurred. '' NO PROVISIONAL CREDIT was issued at any point. On XX/XX/XXXX I sent a 1005.11 ( d ) ( 1 ) records request for the documents MoneyLion relied on. MoneyLion produced its Dispute Intake Questionnaire and that document is the basis for this complaint. Every question on MoneyLion 's intake is a card-fraud question under 1005.11 ( a ) ( 1 ) ( i ), reproduced verbatim from their production : - " Did the customer have their card at the time of the unauthorized purchase? '' Yes - " Does the customer still have possession of their card? '' Yes - " Have any of the following been stolen? '' None of the above - " Has anyone been authorized to use the customer 's card or card number? '' No - " Where does the customer store their PIN? '' In his head - " Has the customer ever used this merchant or transacted with them in the past? '' Yes None of these questions addresses the ( ii ) / ( iv ) billing-error categories I expressly invoked. I filed a billing-error claim ; MoneyLion processed it as a fraud claim. They concluded " no fraud '' which was foreordained, because I had affirmatively stated in writing that I had the card, made the purchases, and was disputing incorrect amounts and duplicate billing, not unauthorized use. REGULATION E VIOLATIONS : 1. 1005.11 ( c ) no reasonable investigation. A 1-to-2-business-day turnaround on 73 transactions, run through a fraud-only intake script, with no contact with XXXX and no engagement with duplicate-cluster evidence, is not a " reasonable investigation '' of a billing-error claim. 2. 1005.11 ( c ) ( 2 ) provisional credit was required. Either the investigation took longer than 10 business days ( in which case the credit was mandatory ) or the " 1-2 business day '' investigation was unreasonable either way, 1005.11 ( c ) was violated. 3. 1005.11 ( d ) ( 1 ) production materially deficient. MoneyLion sent only the denial letter, the fraud-intake questionnaire, and the transaction list. NO XXXX correspondence. NO internal analyst notes. NO determination memo. NO acknowledgment of the Written Confirmation of Dispute I uploaded on XX/XX/XXXX. NO explanation of why the ( ii ) / ( iv ) framing was ignored. 4. On XX/XX/XXXX I sent a written 1005.11 ( e ) reopen demand to XXXX, with XXXX, XXXX. ( the issuing bank ) cc 'd at XXXX. The demand required acknowledgment within 5 business days. Today ( XX/XX/XXXX, Day 5 ) the deadline expires. Neither MoneyLion nor XXXX has acknowledged or initiated any reinvestigation. BACKGROUND : Between XX/XX/XXXX and XX/XX/XXXX, I made XXXX in-game purchases in a mobile game called XXXX XXXX! charged through XXXX. I appealed every charge through XXXX 's XXXX portal. All appeals were denied. I escalated to XXXX Support via chat, where a Senior Advisor ( XXXX XXXX # XXXX ) confirmed the denials were final and explicitly advised me to dispute the charges with my card issuer. I followed that exact instruction and MoneyLion ran a fraud investigation on a billing-error claim.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation