ComplaintsforMoneyGram

Money Orders

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Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 6, 2024, my friend gave me a money order for ****** M.O. number *********** in exchange for me using my Debit Card to pay a bill I somehow misplaced the money order and after numerous days of searching I called MoneyGram for several days to get a replacement. With each agent I spoke with it was a different story. Finally I was told it would be a ***** replacement fee. They assigned me a case number Case #******** and told me I would be notified. I contacted them again on 10/15/2024 and was given the same reply and still I have not received my refund I have submitted copy of the bank withdrawal for the payment.
Business response
11/05/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ***** concerns.

According to MoneyGrams records, the refund of the money order has been processed. The refund details were sent to Ms. **** via email on October 31, 2024.

MoneyGram apologizes for the delay and inconvenience that this situation may have caused.

Thank you,
MoneyGram Regulatory Governance
Customer response
11/05/2024
BBB issued the refund for my lost money order
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of account creation: 10/21/2024 Date of money transfer: 10/21/2024 Transfer amount: $345.00 Email address: ****************** DOB of sender: ********** MoneyGram committed: to provide ability for customers to transfer *********************************************** Receiver country: Ukraine Nature of dispute: upon submission of transfer my account was immediately disabled and marked as invalid without any reason why Attempts to resolve the issue: I contacted MoneyGram via chat and via submitting the case ********, but the issue was not addressed and the explanation was not provided.
Business response
11/04/2024
MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns.

To protect the safety of our consumers, and meet our compliance requirements,MoneyGram actively reviews profiles, transaction amounts, and frequencies and will, from time to time, put restrictions in place to safeguard our consumers.If MoneyGram does not feel comfortable with a send activity or with the purpose of a transaction, the service could be declined.

According to MoneyGrams records, the profile was closed due to a compliance reason. After additional review of the closure, the decision was made to reinstate the profile.

MoneyGram apologizes for any inconvenience that this situation may have caused Mr. *********

Thank you,
MoneyGram Regulatory Governance
Customer response
11/04/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
09/09/24 I sent a money order off to Credt ********************** for ****** the payment was due on 09/23/24 it was put in the post box I called Credit Acceptance a week later to see if they received my payment and they said no. I called them again a few days later and they still hadn't received it. So I called money Gram and told them to stop payment on the money order and the said they would and I would receive the refund in my email on 10/21/24 so just out of curiosity I called back on 10/17/24 and they said it had been cashed so I called Credit ********************** and they said they hadn't received any money ******** now MoneyGram is telling me that I have to get a photo copy of who cashed it. My problem with them is why they didn't stop the money order when I requested it and they are sending me through h*** to get my money back God knows I never cashed a money order I'm 67 years old on a fixed income I can't afford to lose ******
Business response
11/05/2024
According to MoneyGrams investigation, it appears that the money order was altered and fraudulently cashed. Mr. ***** will need to complete and return an affidavit form for us to submit to the bank that fraudulently cashed the item.

We have approved refund to be mailed to Mr. ***** via check to the address provided within the next ten business days.

MoneyGram apologizes for any inconvenience Mr. ***** may have experienced.

Thank you,
MoneyGram Regulatory Governance
Customer response
11/05/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently did a transaction with MoneyGram where I transferred 600 dollars via MoneyGram debit card deposit method on October 1st. On MoneyGram website it said that the transaction was completed and deposited to the receivers account, however the receiver never got the money. The receiver reached out to their bank and the bank has no record of the transaction. I reached out to MoneyGram on the 3rd of October to let them know the issue and they said they would open a case to look into this matter which would take up to 90 days to complete. This morning I received an email from MoneyGram stating that After completing our investigation, we have determined that an "error" may have in fact occurred with your transaction. We apologize for the delay in the funds being made available. Our records show that the transaction was successfully deposited. I called MoneyGram this morning to let them know that the receiver did not receive the money and if they could provide me with the date that the funds were deposited in the receiver account since they said that there was a delay with the date they stated that the try was delivered. The agent told me that they do not have that date. I asked the agent if they reached out to the receivers institution to see what occurred as part of their investigation, the agent said no. I then asked the agent how was an investigation done for you to determine that the money was deposited if you cant verify the date it was deposited and you never reached out to the bank to verify. They had no answer for me more than it shows on the system that I was delivered. Now I lost 600 dollars from doing business with MoneyGram and I have no answer as to what happened to my money. Now MoneyGram is telling me I could dispute this which would take 90 days. Its clear that MoneyGram did no investigation, and I would like for them to refund me with my 600 dollars
Business response
10/24/2024
According to MoneyGrams records, Ms. ****** completed a transfer using MoneyGrams online service for ****** (USD) + 1.99 (USD) intended for credit to the account of her intended receiver on October 1, 2024. Our records indicate the funds were successfully credited to the account with the details that Ms. ****** provided. To date, the transaction has not been rejected or returned to MoneyGram by the payment processor, therefore no refund is available.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 1005.33(d), if you complained about a payment error and we determined that no error occurred,you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
10/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 17th of 2024, I sent my husband three thousand one hundred and twenty eight ($3128) dollars in two different transactions because Moneygram's app did not allow me to send all in one.Moneygram had an error and send it as cash pick up when this was intended to a bank deposit therefore the bank encounter an error and could not pay it. So the bank decided to cancel on 9/25.Moneygram had told me they will issue the refund IMMEDIATELY and it would take 10 business days to get it into my bank. The due date was 10/08. To this date, my money is nowhere to be found. They instead had told me to wait another 10 business days. Mind you, we are a couple of days away from a month after they now illegally, took my money. They had an issue to deposit the money, they had an issue to pay it cash and now they have an issue to refund the money to my account. I am currently contemplating filing a police report for theft because there is no way my money has to be in their bank for almost a month and STILL no signs of ever coming back to me. That is the definition of Fraud and Theft
Business response
10/22/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ******** ************ concerns.

Transfer 1: on September 17, 2024, Ms. ******** *********** completed a transfer of $3000.00 from the US intended for payout to her receiver in the ******************. MoneyGrams records indicate the transfer was canceled on September 25, 2024. The refund was not successfully processed due to an unexpected processing exception.

Transfer 2: on September 17, 2024, Ms. ******** *********** completed a transfer of $128.00 from the US intended for payout to her receiver in the ******************. MoneyGrams records indicate the transfer was canceled on September 25, 2024. The refund was not successfully processed due to an unexpected processing exception.

According to MoneyGrams records, a chargeback was received for both transactions reversing the funds for both transfers back to ******************************************************* institution on October 12, 2024. As the funds were reversed and returned to Ms. ******** *********** by her bank because of the dispute she filed, no further refund is due.

MoneyGram apologizes for the delay and any inconvenience Ms. ******** ***********.

Thank you,
MoneyGram Regulatory Governance
Business response
10/22/2024
Ms. ******** ***********:
Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I used MoneyGram to pay a fine to the ** DMV license restoration on 9/7/2024. ******************** was immediately takes from my bank account. I received an email from MoneyGram confirming this and also stating would receive a receipt from the ** DMV once the payment was completed. After 2 weeks with no email I contacted the ****** and they stated they never received the payment and to contact MoneyGram. Once I contacted MoneyGram they requested an account number from my recipient from the ** DMV after explaining several times over someone finally took my information and opened a case for me. I was told to contact them again in 10 - 15 business days. Today on 10/7/24 I contacted MoneyGram and after talking with several people was told there was no refund going to be issued to me because the payment was made and there only a wire transfer service.
Business response
10/09/2024
According to MoneyGrams records, on September 6, 2024, Mr. ***** completed an express payment intended for NC DMV Driver License Restoration. Our records indicate that the funds were delivered on the same day.

After a reference number is issued for an express payment, MoneyGram cannot make changes or cancel the transfer as the funds are immediately transferred. Refunds are only possible if the ****** agrees to reject and return the payment to MoneyGram.

As Mr. ***** reported that the funds were not delivered, MoneyGram contacted the ****** for assistance with a refund. We received a response from the ****** that a refund was not possible as the funds were received and applied as directed.

Thank you,
MoneyGram Regulatory Governance
Customer response
10/10/2024
I am rejecting this response because: I contacted the North Carolina DMV my self and spoke to several people who all confirmed that there was no payment received from MoneyGram on my behalf
Business response
10/18/2024
According to the response MoneyGram received from the ******, the funds were successfully applied to Mr. ******* account on September 6, 2024. $83.50 was applied for the restoration fee and a $50.00 credit for the service fee, bringing the total amount applied to $133.50, which is the amount paid by Mr. ******

Our records further indicate the funds were successfully transferred and applied per Mr. ****** request with the details entered by him during the sending process. To date, the funds have not been rejected nor returned by the ******,and as MoneyGram does not have the funds, a refund is not available. We apologize for any inconvenience that this situation may have caused. Mr. ***** will need to follow up with his ****** for further assistance.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
10/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I utilized the services of MoneyGram on 8/25/2024. According to MoneyGram's receipt the money should have been deposited into Jpay within 4-6 days. The deposit was not received by **** within the aforementioned period. I contacted MoneyGram on 9/6/2024 to ascertain the status. ****** of MoneyGram advised that his records show the money went through to ****. I told ****** I contacted **** and **** again advised that no money was received. At that time MoneyGram provided a case #(36287214) from the escalations' department. I was advised by ****** that it would take 1-10 business days to investigate, and that MoneyGram would contact me via email. MoneyGram did not contact me. I called again on 9/13/2024 at 12:20 pm to ascertain the status of their investigation. Since the initial agent who answered the telephone call advised me that the money went through to ****, I tried to explain to the agent, that I had a case # with the escalations department. At that point I told the agent I wanted to file a complaint. At that time, I filed and received complaint # ******** and that MoneyGram would contact me. As of this writing (October 5, 2024), I have not heard back from MoneyGram. I want a full refund from MoneyGram including the fee I paid them for a service that has yet to be provided.
Business response
10/09/2024
According to MoneyGram’s records, the biller confirmed the transaction was successfully received on August 25, 2024.

This information was emailed to Ms. Brownell on October 7th, 2024.

A refund is not available because the transaction was successful.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 7-19-24 moneygram us did a cash advance in the amount of $80.00 using my credit card. I did not do this I was scammed. I did open a money gram account but after reading all the complaints on line I tried to cancel this account and it wouldnt let me. I have never used it. Number for this transaction ***********************. On 7-19-24 my credit card was scammed again at Atlaslifesyleshop in ca for ***** and *****. I called their number ************ in ********** they hung up on me. I never ordered anything from them. Numbers for these transactions *********************** and ***********************. Something needs to been done about both of these people this is fraud!
Business response
10/18/2024
In the complaint with MoneyGram, Ms. **** stated that an unauthorized transaction was processed from a MoneyGram online account using her personal banking information.

To protect against identity theft, MoneyGrams Terms and Conditions do not permit the use of another consumers account. Only the person whose name is on the profile can create the profile and all the financial information entered must belong to them as well. MoneyGram advises Ms. **** to contact her financial institution to cancel the credit card/debit card related to the account as the unauthorized 3rd party accessed it.

MoneyGram takes consumer fraud very seriously and is constantly working to combat fraud and other criminal abuse of its service. In doing so it liaises with police and international law enforcement agencies daily.

We also try to warn consumers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming victim to fraudsters. Please visit ************************************************** for more information, MoneyGram provides scenarios to be very suspicious of,and some ways to protect yourself.

As part of our active leadership position in educating consumers about common scams and giving them the tools to protect themselves, weve launched **************************************************,a dedicated website that not only provides useful information but also details several common types of scams, such as sweepstakes and lottery scams,grandparent scams, check overpayment scams, mystery shopper scams, relationship scams, Internet purchase, etc.

If you have not already done so, please report your claim to your local authorities. To release confidential information about the transaction, your local police must contact MoneyGram and submit a court order. This ensures the documentation we are providing will be used legally.

If Ms. **** has any additional concerns that we have not addressed, contact us at ************************************************* mention case number ******** in all future correspondence regarding this matter.

Kind regards,
Resolution ********************
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used Moneygram Payment Systems, Inc., *************************************** on 9/17/24. The purpose was to send money to a sickly family member in ****** and the amount was for $150. The transfer fee was $10. The family in ****** was told that Moneygram was no longer working so the money never made it to the destination. MONEYGRAM PAYMENT SYSTEMS HAS MY MONEY! The telephone numbers on the receipt are ************** and *************** but a recording comes on saying it can't be completed please check number and call again and also a message says call at a later time. The website ******************************************************** is down. The message on the site is 404 not found. Someone needs to give the money back! It belongs to me!
Business response
10/17/2024
MoneyGram has determined that an error may have occurred. MoneyGram recently identified a cybersecurity issue affecting some of our systems. Upon detection, we immediately launched an investigation and took protective steps to address it, including proactively taking systems offline which impacted network connectivity and the availability to send and receive funds. We are very sorry for any inconvenience that this may have caused.

MoneyGram’s systems have since been restored. You can now send and receive money through our digital platforms and agent locations. Our website (moneygram.com) and app are live, and many of our agent locations are now available for sending and receiving money, including fulfilling pending transactions.

According to MoneyGram’s records, Mr. Franco Mauricio’s receiver successfully collected the funds of 2,865.00 (MXN) on October 4, 2024. Due to the delay in payment, a fee refund has been issued to Mr. Franco Mauricio for10.00 (USD). The fee refund details were sent to Mr. Franco Mauricio via email.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

Thank you,
MoneyGram Regulatory Governance
Customer response
10/18/2024
I have reviewed the business’ response and accept this resolution.
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On sept ******* sent $650 to ********** via money gram Plus $14.50 fee The receiver unable to receive money due to money gram technical difficulties going on indefinitely I need my money
Business response
10/16/2024
MoneyGram has determined that an error may have occurred. MoneyGram recently identified a cybersecurity issue affecting some of our systems. Upon detection, we immediately launched an investigation and took protective steps to address it,including proactively taking systems offline which impacted network connectivity and the availability to send and receive funds. We are very sorry for any inconvenience that this may have caused.

Our systems have since been restored. You can now send and receive money through our digital platforms and agent locations. Our website (**************************) and app are live, and many of our agent locations are now available for sending and receiving money, including fulfilling pending transactions.

According to MoneyGrams records, a refund was issued to Mr. **** on September 29, 2024.The refund was collected on September 30, 2024. Due to the delay in payment, a fee refund has been issued in the amount of ***** (USD). The fee refund details were sent to Mr. **** via email.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 1005.33(d), if you complained about a payment error and we determined that no error occurred,you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

Thank you,
MoneyGram Regulatory Governance

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