Consumer complaint received 2024-06-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: MoneyLion Inc.
State: MI

Complaint narrative:
I'm not sure to whom I'm supposed to be addressing this too, or I should say at. First off let me explain the situation. I had digital goods purchased from XXXX that I never received. To which I was told id receive a full refund so I waited a few days and still hadn't received any refund as promised so I immediately contacted my bank, ( Moneylion ) this was on XX/XX/XXXX to which A dispute was filed officially on my behalf as of XX/XX/year>. First off my main complaint is I feel like my rights have been violated far as the whole dispute process and the time made available but mainly because of my never having received a provisional credit like I found out I should have, or could have or did, but never actually had post to my account. This investigation should of taken this long and I shouldn't have not been gave my provisional credit. Also in order for me to access my account just the other day a agreement popped up upon opening my moneylion app and I was forced to accept the terms to disputes and how they are handled and my rights far as disputes are dealt with. Which I found to be alarming to say the least. I accepted but only because I felt I had to choice as I couldn't access my account without accepting because the app kept kicking me out when I didn't accept it. Idk if it was a glitch or what but that's what started my looking into what my rights were and were not. But I thought no big deal this is a easy enough situation as I never received what was paid for and they can't say they sent me any of the digital goods That were purchased cuz they never send me anything at all. Plus I was assured of a refund. Simple enough but it's been since XX/XX/year> and today 's date is XX/XX/year> 35 days I've waited and waited. I have reached out several times thru emails, phone calls and chats in app. I've repeatedly asked for updates or if any further information was needed from me to which I've received no response till last night when I spot to someone via chat in the money lion app That I was informed that one of my transactions has been decided in my favor but another was still in process or had been denied I'm not quite sure. Which had me scratching my head as all of these transactions where at the same time and the same vendor. That being said all of them should have been ruled in my favor not picking one and denying another. As they were all the same thing. Digital goods were purchased and never received so to my thinking I'd not be charged for them and it was a glitch so They were purchased again and still nothing came. Most people would have not purchased anything more but I thought I wasn't gon na be charged because I never received anything like XXXX does sending a coupon that doesn't work till after you pay for it then they send you your money back and call me XXXX but I never thought I'd be ripped off like this and I nthe end that's what happened but I thought to my self my bank is gon na protect me because that's what banks do they take care of there clients. So I followed all the proper steps and it seems like money lion hasn't cuz I filed this dispute never received any kinda provisional funds which I ramble but I found out I was to have received or could have but didn't and that's just it I did everything like I was supposed to and I'm being messed over and by my own bank. So I called and filed my dispute on the XXXX I have written confirmation of it being filed with money lion on the XXXX. I read in there process which is way different then the process I read on the CFPB webpage not to mention it's very vague and some of the links like the one to check up on a dispute go nowhere at all just dead webpages and the chat bot Everytime I've tried to ask about a dispute just plain don't know or ain't programmed or something but I'm sent to vague process and no one told me I have to file any kind other dispute when I filed my dispute over the phone in the first place and I find upon reading on the CFPB web page that banks can say they need an additional written dispute filed but that have to give that information be it in email or chat or on the phone at the time the original dispute is filed in the first place. To which no one told me anything like that at all and no where on line could I find that info either only a brief mentioning of a provisional funds and written. Those are the only words I've seen and only one sentence. Not no address where I can send anything to I've chatted and was told they have no fax so I couldn't fax anything. But this is all just info to catch you up on where I am with this. So as I was saying I was told XXXX chat that I was being rilled in my favor that they were in the process of recovery. To which I asked XXXX of my money and I was told without being told that I was correct but I feel that id money lion already violated my rights what XXXX to say they don't violate them again and pick and choice what ones of my disputes they honor because of what I was told about the one XXXX dispute that should of been issued to my account but for some reason wasn't and the XXXX $ one that wasnt or was still in some kinda process still I'm not sure but it got me to worrying about like I said i feel like my rights have already been violated and I know that moneylions dispute timeline and policys are not in accordance with the little i read on the CFPB website then the app forcing me to accept there new policy on disputes was some bs. Specially when I'm in the middle of one and I just wanty money back and I want to put this all behind me and move on with my life and now I feel like I'm gon na be retaliated against and my disputes are gon na be dismissed now or whatever you want to call it because I'm complaining about what I feel is my rights being violated and for me pointing out that the information regarding disputes and how moneylion doesn't share information and are not completely transparent like should be with a bank. But because of the conversation I had with there customer service being told I'm gon na be ruled in favor of but yet I've been told nothing at all. Just don't make sense why tell me I'm gon na be protected but the tell me like you can't be telling me in the first place. I'm enclosing all my emails to moneylions dispute department and the chat I have with them as well also the other weird thing that bugs me is a day after I disputed these charges it was in app under my current disputes and under current info it says check back in a few days so I check back in a few days and it says the same thing it's sold exactly the same thing everyday I have logged in to check and I've taken a screen shot of that as well every single day that's some bs this isn't some cloak and dagger spy verse spy so why is it I feel like I'm the only one who has no idea what is going on and it's making me feel that because money lion must be on some wierd stuff and is planning on getting done some how else why not be more transparent like all banks are supposed to be. I just want my money and I don't feel XXXX should have to wait any more specially as I was told I should have received a provisional fund by there own customer service and I don't want my disputes being denied now cuz if retaliation for saying something about all of this in the first place so hopefully CFPB being involved now I won't be retaliated against. So ty for that and ty for hearing me out I'm talking to text and XXXX wish this was to a person but hopefully I'm making sense ty for hearing me out

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