Consumer complaint received 2024-02-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: MoneyLion Inc.
State: NH

Complaint narrative:
On Monday XX/XX/24 my card was declined. I tried logging into my MoneyLion account to see why, because I knew I had money in my account. My password that I always use wasn't working, then I realized I had received an email from MoneyLion saying that they put a hold on my account due to " unusual activity ''. The email stated that they needed me to send them a photo of my government issued ID, proof of address, such as a utility bill, a notarized letter from the third party stating I was authorized to receive the funds, and a photo of the third party 's ID.I thought it was because I had tried to deposit a {$50.00} check the day before that was written out to my minor child ( who does not possess a bank account ) as a Christmas gift from her grandfather. I sent my ID, and proof of address, but told them that I was unable to get the documents from the 3rd party because he lives states Away from me and is elderly and sickly.. and to just forget about the {$50.00} check. I figured this would be cut and dry, and my account would be unfrozen shortly. After hours of no access to my money I was getting frustrated, so I called MoneyLion 's customer service line. They basically told me that the team was reviewing my documents and just to wait. After waiting, getting hungry because I have no money for food, and panicking because I had to go to work and my gas tank was empty I called them once again. I asked if the review of my documents could please be expedited because I really needed access to my money. The girl on the phone placed me on hold to " talk to the team ''. She came back and said " they're reviewing it now! ". I thought that actually meant " now '' and it would be all set in a few minutes. I drove to work on fumes, still hungry, expecting to look and see that everything was fixed once I arrived at work... but nope. Nothing. I called AGAIN and was hung up on. Then called AGAIN, told the rep my issue, he placed me on hold, came back and told me it could take XXXX days!!!!! What??? How can I go without ANY access to my money for XXXX DAYS???? I was furious and he told me he would try to talk to someone to get it done faster and he'd call me back. In the meantime, I filled out a dispute form on their site and someone contacted me saying they were having trouble verifying my identity. Weird. She also mentioned in her email that they needed the notarized letter from the 3rd party, for the deposit of {$4500.00}. I then realized that MY ACCOUNT WAS ON HOLD BECAUSE THEY DEEMED MY TAX REFUND FROM THE IRS " UNUSUAL ACTIVITY '' It had nothing to do with that {$50.00} check.I have never heard of such a thing. How do I ask the IRS for a letter and a pic of their ID??? WHAT???? It is now the next day and I still have no access to any of my money, and no one has contacted me. I can't feed my kids. I can't put gas in my car to go to work. This is absolutely absurd. I sent MoneyLion screen shots from the IRS website with my name, DOB, SSN, Address, and amount of the refund, along with a selfie of me holding my driver 's license and still ... that's apparently not enough proof. I have absolutely had it. I need access to my money. Oh, also... one of the customer service reps that emailed me, " XXXX '' left a phone number in the email and said to call her with any questions. Guess what? That phone number is not in service.

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