MoneyLion

User Experience Report

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MoneyLion

Top Insights This Week

Week of July 24th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of MoneyLion's key feedback

1

Game Rewards Issues

Many users report problems with the app's game rewards system, where promised rewards for playing games are not delivered, or progress tracking is faulty. Approximately 15% of users seem to be affected by this issue, leading to frustration and claims of false advertising.

I played games for hours but never received the promised rewards, and customer service was unhelpful.

2

Customer Service Frustrations

A significant number of users express dissatisfaction with MoneyLion's customer service, citing unhelpful responses and unresolved issues. This affects about 10% of users, who feel their concerns are not adequately addressed.

Customer service was unresponsive and failed to resolve my issue after multiple attempts.

3

App Functionality Problems

Users frequently encounter technical issues with the app, such as login problems, app crashes, and freezing screens. These issues impact around 12% of users, hindering their ability to access services and manage their accounts effectively.

The app keeps crashing and won't let me log in, making it impossible to use.

4

Misleading Loan Practices

Some users feel misled by the app's loan offerings, reporting unexpected fees and conditions that were not clearly communicated. This issue affects approximately 8% of users, who feel the app's practices are deceptive.

I was promised a $500 loan but only received $100, with hidden fees making it difficult to access the rest.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Dave
Dave receives high praise for its convenience and reliability, especially in providing cash advances during financial pinches. Users appreciate the low fees and the app's ability to help them manage finances effectively, although some express concerns about the fee structure.

#2 RUNNER UP

Earnin
Earnin is appreciated for its ability to provide quick access to earned wages, helping users manage cash flow between paychecks. However, some users express frustration with the app's limitations and customer service, particularly when it comes to account verification and support during emergencies.

#3 Straggler

MoneyLion
MoneyLion receives mixed feedback, with users praising its financial tools and credit-building features. However, many users report issues with customer service, app functionality, and unexpected fees, leading to frustration and dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Dave
#1 Users Choice
Dave receives high praise for its convenience and reliability, especially in providing cash advances during financial pinches. Users appreciate the low fees and the app's ability to help them manage finances effectively, although some express concerns about the fee structure.
Earnin
#2 Runner-up
Earnin is appreciated for its ability to provide quick access to earned wages, helping users manage cash flow between paychecks. However, some users express frustration with the app's limitations and customer service, particularly when it comes to account verification and support during emergencies.
MoneyLion
#3 Straggler
MoneyLion receives mixed feedback, with users praising its financial tools and credit-building features. However, many users report issues with customer service, app functionality, and unexpected fees, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

Game Rewards Issues
Users frequently experience problems with the app's game rewards system, where promised rewards are not delivered, and customer support fails to resolve these issues. This undermines user trust and satisfaction with the app's gaming features.
I completed game milestones but never received the promised rewards, and customer service was unhelpful.
Identity Verification Failures
The app's identity verification process is flawed, preventing users from accessing their accounts or funds, leading to frustration and distrust. This issue is exacerbated by inadequate customer support responses.
I can't verify my identity despite entering correct information, and support can't help.
Unwanted Tips
The app's tipping system is perceived as deceptive, with tips being added automatically or reset to higher percentages, causing user dissatisfaction. This practice is seen as misleading and adds to the financial burden on users.
I set the tip to 0%, but it reset to 10% without my consent.
Account Access Problems
Users report frequent issues with logging into the app, with the app freezing or crashing, which prevents them from accessing their accounts. This technical instability is a significant barrier to user engagement.
The app freezes on the login screen, and I can't access my account.
Unauthorized Charges
There are complaints about unauthorized charges and difficulties in canceling memberships, leading to financial losses and user frustration. This issue highlights a need for clearer billing practices and easier account management.
I keep getting charged for a membership I can't cancel, and it's not helping me.
Predatory Lending Practices
The app is criticized for misleading loan offers and high fees, which are seen as taking advantage of financially vulnerable users. This perception damages the app's reputation and user trust.
I was promised a $1000 loan but only received $125, and they demand more money to access the rest.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Game Rewards Issues
Users frequently experience problems with the app's game rewards system, where promised rewards are not delivered, and customer support fails to resolve these issues. This undermines user trust and satisfaction with the app's gaming features.
Identity Verification Failures
The app's identity verification process is flawed, preventing users from accessing their accounts or funds, leading to frustration and distrust. This issue is exacerbated by inadequate customer support responses.
Unwanted Tips
The app's tipping system is perceived as deceptive, with tips being added automatically or reset to higher percentages, causing user dissatisfaction. This practice is seen as misleading and adds to the financial burden on users.
Account Access Problems
Users report frequent issues with logging into the app, with the app freezing or crashing, which prevents them from accessing their accounts. This technical instability is a significant barrier to user engagement.
Unauthorized Charges
There are complaints about unauthorized charges and difficulties in canceling memberships, leading to financial losses and user frustration. This issue highlights a need for clearer billing practices and easier account management.
Predatory Lending Practices
The app is criticized for misleading loan offers and high fees, which are seen as taking advantage of financially vulnerable users. This perception damages the app's reputation and user trust.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is really easy to navigate, and provides connections to several opportunities for financing, however a lot of the options are for loans with incredibly high interest rates (like 110% or more) and sometimes I see money being taken out of my account for Instacash repayment that I didn’t authorize. It all feels a bit like an easy way to take advantage of financially vulnerable consumers.
mickijohnson
Week of July 24th, 2025
I wrote about this before and all I got was a 'we make tipping optional' kind of response. But do you???? It was never about the tipping option itself, it’s the sneaky way the app changes it back to 10% when I already put it on 0 and then asks twice if I want to tip. Why am I almost being forced to tip?
hannahcmbenn
Week of July 24th, 2025
I tried redeeming my rewards but I need my SSN to do so, I type everything in correctly and it still says it's failing to verify my SSN, I did all that playing and everything just to get nothing out of it, I reached out to customer service but they had no clue either, Please help solve this problem.
KeyboardXGus
Week of July 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is really easy to navigate, and provides connections to several opportunities for financing, however a lot of the options are for loans with incredibly high interest rates (like 110% or more) and sometimes I see money being taken out of my account for Instacash repayment that I didn’t authorize. It all feels a bit like an easy way to take advantage of financially vulnerable consumers.
Candice Wu
App Store
I wrote about this before and all I got was a 'we make tipping optional' kind of response. But do you???? It was never about the tipping option itself, it’s the sneaky way the app changes it back to 10% when I already put it on 0 and then asks twice if I want to tip. Why am I almost being forced to tip?
Kelly Williams
Google Play
I tried redeeming my rewards but I need my SSN to do so, I type everything in correctly and it still says it's failing to verify my SSN, I did all that playing and everything just to get nothing out of it, I reached out to customer service but they had no clue either, Please help solve this problem.
Koray Okumus
Google Play

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