Consumer complaint received 2025-03-15 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: MT

Complaint narrative:
I recently was diagnosed with XXXX XXXX and had XXXX to remove it from my face during this time I also became very ill with XXXX XXXX  and XXXX. For several weeks I was bed bound. I have XXXX small children and needed help to care for them so my ex husband, sister and brother inlaw intermittently stayed with me to help care for me and my kids. My children used my phone to play games at this time. I had around {$9000.00} to {$7000.00} in my account. Because I was so sick I wasn't in my account often and it wasn't until XXXX that I realized my account was very depleted. I found multiple repeated transactions from uphold I called moneylion to secure my account and I was assisted with disputing the charges that had processed the representative explained that the remaining pending charges would be closely monitored by her and she assured me as soon as they processed they too would be added to the dispute. Initially I didn't recognize uphold but after looking into it I realized I had am account with them however I had not used this account in some time and I certainly did not initiate these repeated charges or receive any services from them. I reached out to uphold and asked to freeze the account letting them know there was an error and they where charging me when they shouldn't be. I never heard back from them so I called the police to file a police report and submitted the report with requested form from moneylion online. The following day I reached out to moneylion to share the new information I had regarding the uphold account and to confirm that the previously pending charges had processed and ensure they now where all accounted for. I spoke to a representative who confirmed all disputed items where included and they would be in touch to provide information as to what had occurred. I didn't hear back from anyone and the dispute was not showing on my account. Concerned I reached out and was told there was no record of a dispute this was 4 days later. I was at work and could no longer continue to sit on hold while moneylion attempted to figure this out. When I called again I was told again no dispute was on file. I met with the police officer assigned to my case and he instructed me to document everything and to continue to reach out to uphold. For nearly 2 weeks moneylion failed to properly assist me with the unauthorized charges and access to my accounts. When I finally was able to speak to a supervisor she filed the dispute 2 weeks after it had happened but again failed to include all unauthorized charges. My account was escalated to a higher up team who within one day advised me that they had information that proved no fraud occurred and denied my claim for half the charges. They then informed me they would start investigating the other charges that should have been addressed in the weeks earlier but they would likely be denied as well. I explained that this is absolutely theft as these charges where not initiated by me. I kindly asked for there help in determining who did this by providing me the information they had. The refused stating that providing me the information they used to determine this was not fraud would put other money lion costumers at risk. I asked for them to provide it to the authorities and they again refused. Money lion gave me the impression that this was not an error by uphold or a hacker but possibly someone in my home however I questioned the people in my home and they adamantly deny accessing my accounts and without more information I can't prove that they did or didn't I only know that it was not me. I need to recover the funds that where stolen from my account as this is fraud whether it was done by uphold or a stranger or someone in my home, whoever accessed my accounts did so acting as though they where in fact me and they did not have my permission and that is fraud. Moneylion has exceeded the allowable time frame to recover my stolen funds in there entirety and has been negligent in acting to secure my accounts. They have violated regulation E.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief