Consumer complaint received 2019-07-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Didn't receive terms that were advertised
Company: MoneyLion Inc.
State: TX

Complaint narrative:
MoneyLion had pave the wage promotion in XXXX 2019. It states if you opt into the offer via the email link or app they would pay 17 % of the first direct deposit into the new checking account if you maintain the direct deposit for 90 days and that the subsequent deposit must be at least 90 % of the first. 
Here is what I did : XX/XX/2019 Opened account at MoneyLion XX/XX/2019 opt into the offer via MoneyLion XXXX App XX/XX/XXXX Payroll direct deposit XXXX XX/XX/2019 Payroll direct deposit XXXX XX/XX/2019 Payroll direct deposit XXXX XX/XX/2019 Payroll direct deposit XXXX I followed all the rules in their official rules document but did not receive the XXXX $ bonus as expected. I called customer service on XX/XX/2019 received a call back at XXXX from a lady and was told that I DID meet all the requirement for the direct deposit, but I did NOT opt into the promotion therefore I did not get paid. There is apparently a bug in their app which says I did not opt in even though I did opt in on XX/XX/2019. I had a screenshot of the offer in the Moneylion App with the opt in button ( with XX/XX/2019 date ) which I clicked. She instructed to email the screenshot to online support team which I did on XX/XX/XXXX. Online support mentioned the same thing that I didn't have confirmation that I opted in. ( The ticket number for online support issue is XXXX. ) I called again on XX/XX/2019 to see if they could escalate the issue and I was told by the customer service person that one of my deposit was on the XXXX of XXXX instead of XXXX and that was why I was not added to the list of those who opted into the promotion. That is absurd as whether one is added to the opt-in list is not related to whether one has met the requirement of the promotion since the opt in happened first. I think they are just trying to find ways to tell consumers that they are not eligible regardless. 
I told him I was told the day before when I called that I met the direct deposit requirement. He then said there is no record that I even talked to the customer service at all suggesting that I lied about my previous conversation. All calls are recorded according their phone system automated message at the beginning so my conversation with customer service on XX/XX/2019 at XXXX should have been recorded. I said I'd like to resolve this without filing a complaint with CFPB and he said, " that is your choice ''. 
I attached the official rules which I saved from their website. I followed all their rules in the official rules list and if they have additional rules that they wan to use to disqualify the customers ( such as email confirmation for opting in and direct deposit must be on certain days of the month ) from their bonus they need to spell those out in their official rules document first. 
Attached documents : 1. Official rules from Money lion for pave the wage promotion 2. My statements showing direct deposit in XXXX, XXXX and XX/XX/XXXX3. Screenshot showing XXXX direct deposit 4. Screenshot of the opt-in button with date showing XX/XX/2019.

Company response to consumer: Closed with explanation