Consumer complaint received 2025-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: MoneyLion Inc.
State: TN

Complaint narrative:
I used Moneylions Tax service this year to file my taxes and also opted to have the refund deposited into said account.. At the time of filing my taxes, I had incurred a negative balance due to some chargebacks that should not have been included in claim with a connected account. I wanted to take care of the negative balance caused by chargebacks, so I authorized my return to be deposited to take care of this.The neg balance was settled on XX/XX/XXXX. I have been trying to no avail to have access to my funds that Moneylion has a hold on. I have provided all requested documents and multiple times, multiple emails with no help with this issue. I keep getting the run around that my documents are being reviewed, however the first email sent to me by the retention dept asking for id verification I provided my ID, my birth certificate, my ss card, proof of address mail and was told once those documents were received, the hold would be lifted. However, I get another email asking for something else to be able to lift the hold and give me access to the money that I voluntarily deposited into the account. I have gone above and beyond what anyone would have to do to be able to access their only funds. This has made my life completely terrible. I have no money to eat, no money to feed my dog and I am relying on my funds being held to cover my living expenses. All I keep getting from Moneylion is that someone will be taking care of this asap and now this has been going on for over a week. Every time I have called, I am told my documents are being reviewed and they will unlock the account, to please be patient. This is absolutely wrong to hold someones money over them making them jump thru hoops and literally requesting things that had been sent successfully. I sent the last thing requested by PDF format on Fri XX/XX/XXXX and I have proof it was sent in PDF format, but then I get an email from them again today asking me to please send said documents in PDF form. I have done everything asked of me and my account has still not been released from the hold. I have reached out to multiple people at moneylion, and even sent an email to the CEO and the Chief Financial Officer so that they can see what their retention dept keeps doing to me. I worked at a bank myself and I know what is required once a negative balance is satisfied, we allowed the customer access to their funds once balance was settled. I have gone back and forth and sent over 10 emails and I'm still having to go back and forth which is entirely unnecessary given I provided everything that I was told was needed to lift the hold, but once I provided all requested, I receive another email requesting something else to be sent and then the account would be unlocked. I am so confused as to why I am having to file this complaint about accessing my funds that I voluntarily opted to deposit into the account and after 8 days of back and forth, still have not been given access to those funds. This is beyond what any bank would do to someone. I have not actually spoke with anyone at Moneylion that didn't just tell me what they think I need to hear to get off the phone. I have been told over and over that my documents are being reviewed and the account will be unlocked very soon. Well it's 8 days of dealing with the exact same thing and still have not been granted access to my money. Any assistance with this matter will be greatly appreciated! Ty

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief