Consumer complaint received 2024-04-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: MoneyLion Inc.
State: FL

Complaint narrative:
I attempted to close out my loan with the company by using funds in my XXXX XXXX The XXXX XXXX had over {$800.00} and the amount that was due to the company was XXXX. They said that they processed it and after communicating with the company for over a week multiple times they could do absolutely nothing and kept changing the reason for why it was taking so long for the payment to post. I was done told that on XX/XX/XXXX I would receive the rest of the credit reserve money. This morning I looked and the payment did not go through and it said the loan was not closed out. When I called the company, the company said to me that it was an error on their computer and that they were sorry, but there was nothing they could do. When I continued to question them, I was either hung up or passed off to somebody else. I asked for a supervisor and was told that one was busy and would call me as soon as possible. I never received the call. While on the app I noticed something called XXXX XXXX under loan history. I called again to ask them what that was and why it said canceled. They gave me XXXX different answers and eventually said that I initiated it, but canceled it myself. When I asked for information or documentation on that they denied my request. I asked for another supervisor. They said one would call me back. They never did. I did not receive a call from a supervisor and XXXX hours later I checked my account and noticed that they had been taking XXXX dollars out of my account twice a month for auto investing for an investment thing I had with them. I paused that over XXXX months ago and did not notice the payment which was an error in my part, but they take multiple payments out a month in different amounts because of their complicated process. When I asked why the money was still being taken out, I continued to be given the runaround and told I was not understanding them. Then I asked when it said that I paused the auto investing. They could not provide me with a time and apologized, but said there was nothing they can do. I asked for a supervisor again and was told someone would call me back. I denied that and said I would wait and stay on the phone until the supervisor could speak to me. Much later they eventually got a supervisor after I told them multiple times I had filed a complaint with XXXX and that I would be filing a complaint here as well. Someone got on the phone fairly quickly after repeated attempts to get me to have them call me back. At this point, I asked that they revoke all access or authorization to my bank accounts to pay for anything and that I would pay for any product or service with a paper check. I also requested that everything be sent to me via mail because I do not want anything through the app. The person on the phone denied my request and said they can not do that. They said I can look to see what is due and when on the app. As far as Im concerned, this is illegal, but what do I know. It has been nothing but headaches for the last XXXX weeks. I was on the phone for over XXXX hours today. I am incredibly frustrated. I feel like I am consistently being lied to and gaslit the entire time. Nobody gives me accurate information. It is consistently changing. Additionally, they kept telling me That I would receive {$400.00} in my credit reserve yet the app is showing me that there was XXXX when I questioned them on that they said thank you for correcting my error. Let me check my computer again. They still couldnt explain to me why the computer error happened and why no notification or email or phone call was sent out to inform me of this. There is nothing in writing. They also couldnt inform me why I can not access the documents on the app. They also couldnt inform me about the discrepancy and the XXXX versus XXXX. Unfortunately, I also found out today when doing my own research to try and find information that there is a pending case against this company by the US government. I am incredibly disappointed and disgusted, and the fact that I am being prayed upon by a company in the United States is disgusting, but not unheard of.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation