Consumer complaint received 2024-10-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: MoneyLion Inc.
State: GA

Complaint narrative:
On XXXX XX/XX/XXXX I reactivated my account with MoneyLion and transferred my direct deposit to MoneyLion. The app required that I verify identity which I did. I checked the app a few days later and saw that my XXXX XXXX account had a hold on it so I called the company. This was on XX/XX/XXXX. I was told that I needed to verify my identity and to do so I would need to send in a state identification card and a selfie of me holding the state identification card. I submitted the documents and then received the email saying that I needed to confirm my date of birth my last fourth my Social Security and whether or not I was the account holder. I returned the email with the required information. Ive been received another email the next day, saying that my documentation was not good enough and I needed to resubmit. This was on Wednesday, XX/XX/XXXX. I proceeded to resubmit the documentation and then I called to speak to someone. I asked them to verify that they got the information and then I asked them if this would affect my direct deposit I was told that it would not affect my direct deposit And that everything should be good. On Thursday, XX/XX/XXXX I called to verify that my identity was verified. I was told that my information was OK and that I should be getting an email with confirmation that my hold on my roar. Money account was lifted. I didnt ask them if the delay and identification verification would affect my direct deposit. I was told again that it would not affect my direct deposit it would just be put in there and Id be able to access my money after the verification process was finished. On Friday I still hadnt received the the email and therefore I called to verify that everything was done and was assured that my account was fully verified and that they saw a pending direct deposit for the amount of {$4800.00} and that my deposit will be available on XX/XX/XXXX. I think the lady and hung up the phone. I received the email on Saturday verifying that my hold was lifted. On Sunday I did not get her direct deposit. I called MoneyLion immediately and was told that my direct deposit was marked for return due to my identity, not being verified. I then proceeded to tell them that this was unacceptable and ask how this happened when I was assured that my direct deposit will go through. They told me they didnt know. I requested to speak to a supervisor they said that supervisor was unavailable and I would have to wait to return call. I was then advised that I could take out a credit repair loan. I applied got approved for XXXX and saw that it would be deposited on XXXX XXXX here it is XX/XX/XXXX and I did not receive the deposit I called MoneyLion and was told that I was putting in reserved and that I would not get the money until the loan was paid off. I explained to them that that was unacceptable that I needed the money due to them returning my monthly paycheck that I am now not able to pay my rent my car note my insurance or feed my children because I have no money due to them marking my paycheck for return.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation