Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: MoneyLion Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX I was trying to transfer money from my money lion roar money checking account into my business XXXX XXXX account as well as disperse the funds and make some general payments that I needed to make but every attempt i made regardless of the receiving party or the merchant failed with the error message stating that my bank declined the transaction and to contact my bank. So i tried logging into my account and upon signing in it kept requiring me to input a verification code from my email associated with my account and every time I input the code I received it would tell me that my code was incorrect so I called money lion support and the gentleman who answered went through the usual identity authentication procedures as always and i passed as always. So i explained my problem and the gentleman tells me to try from a different device and then when that didnt work he asked me to try a different internet internet browser then that didnt work so he asked me to try a different wifi after all his suggestions he then asks me to provide him with a screenshot of the error i received saying that the verification code was incorrect, I explained to him that I could not and he got upset and asked me why this wasnt possible and i told him that my phone was damaged and the camera system as well as the screen shot functions were inoperable. He continued to interrogate me about not being able to send him a screen shot and he then wants to authenticate my account again asking me about external accounts connected to my account which i have none of and tells me i need to verify some external account that was no longer linked to my money lion account from like XXXX  years ago and when i am unable to do so he tells me that he is locking mt card and account I told him not to do that and he then hung up on me. I spent the next XXXX  days talking and chatting with a countless number of phone and chat reps whom all stated that there were no restrictions placed on my card or my account and they had no explanation nor resolution for my card not working and all my transactions being declined. Then i find out that some how someone else ( not authorized by me ) was able to make XXXX purchases with the very debit card that got declined every time I tried to use it. So after all those reps tell me there is nothing wrong with my account and I am informed that my issue needed to be escalated and that a supervisor would be contacting me within XXXX hours. The XXXX hours passes and no call was received. So i started calling the phone and chatting with the chat reps again and still no one had an answer or resolution for me and i was told there was no restrictions or holds on my account or card and no one could tell me why i never got the call from escalation so I started to complain and asked to file a formal complaint. After i file this complaint thats when i get an email from from customer advocacy who tells me that my account was flagged after unusual activity and that I needed to submit my ID, a selfie with my ID, proof of address and an explanation why i had third party deposits coming in and why i was attempting to transfer funds to a different third party via cash app. This is when i lost complete access to log in to my account and i find out that somehow someone was able to charge my new debit card multiple times and now almost all of the {$2000.00} or so i had was all gone and advocate tells me no action can be taken on my account or transactions until i submit everything he asked for. Please take note that there is no encryption, no secure or protected method being offered for use in submitting my sensitive and vital documents and information such as my ID and social security number putting my vulnerability level that someone can access my information and documents extremely high. As far as unusual activities and third party deposits and to where/whom i disperse my funds to has always been the same as can be proven through statements throughout the XXXX or so years I have used this account but any and all questions I have submitted go completely unanswered and ignored such as my complaint i filed, the issue i have had with updating my phone number and address which goes back like XXXX  years ago when i first ran into the issue and contacted support about it. So now I am locked out of my account, but someone managed to make unauthorized transactions using all my funds but i am unable to get into my account or take any action on it what so ever and according to the advocate & the legal department both say my temporary paper ID issued by the Texas XXXX is not a valid form of identification.

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