ComplaintsforMoneyGram

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On November 01, 2021, I set 260 dollars to Dominican Republic to Zeneida *********************. MoneyGram has never delivered the money. For this reason, two days after the transaction, I called MoneyGram to request a cancelation of the transaction and a refund of my 260 dollars. MoneyGram explained that this transaction is under audited. It will take 2 to 4 business days to authorize a full return. After multiple phone calls and waiting for 3 weeks, MoneyGram is not able to refund my money. This is the reference # of the transaction: ********

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/06) */ MoneyGram appreciates the opportunity to review and respond to Mr. ********'s concerns. MoneyGram's records indicate that on November 1, 2021, Mr. ******** sent funds using our services. The funds were sent for delivery directly to the intended receiver's home. According to Mr. ********'s complaint, he stated that the delivery service had not been able to make contact with the intended receiver, and asked that the transfer be refunded. A refund request has been submitted to our delivery partner. Please be advised that a refund is not guaranteed. Once a response is received from our delivery partner, an update will be provided to Mr. ********. MoneyGram apologizes for any inconvenience Mr. ******** may have experienced. Thank you, MoneyGram Regulatory Governance Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) MoneyGram has never contacted me via email ir by phone. After mire than a minth, i haven't received any correspondence explaning the status of my refund. Therefore, in my view, MoneyGram isnot acting in good faith. It has the intention to keep my money without any explanation. Business Response /* (4000, 9, 2021/12/15) */ MoneyGram's records indicate that the transaction was successfully canceled and refunded to Mr. ******** on December 7, 2021. Our records further indicate that the refund has been collected. Thank you, MoneyGram Regulatory Governance Consumer Response /* (2000, 11, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) MoneyGram refunded me the money.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I never had problems with this company till today,Feb 20. Walmart said that the limit has been reached for the month,what kind of BS is that?My parents have been sending funds to help my family/kids as we lost our jobs due to Covid for 2 years now, cuz we live 3 houra apart.I have a weak immune system and I'm also permanently disabled,so even though I have been fully vaccinated, Covid could be fatal. MG had my disabled parents running around for 3-4 hours to different Wal-Marts, to try the transaction in another store. It didn't matter at this point cuz MG didn't want to send anything.We have been Homeless since last August 2020,we applied for covid assist. but we are still waiting over a year? If we can't get the funds today,we won't be able to pick up our car from the shop, as we are still Homeless and the Suv is the best source of Housing at this time.We owe the motel from last nite,and we need housing till Monday.My parents were told to go to a another store that has MG, and not Walmart. So instead of sending it in my name because I was at the monthly limit, they sent it to my wife that still uses her maiden name for reasons like this.When my wife went to pick up the funds at Wal-Mart, the cashier said my wife, and my parents needed to call MG customer service, because my parents needed to verify the amount that they sent to my wife.This has been going on for over 6 hours now,what kind of BS is money gram trying to prove. MG now wants my parents to go back to the same store so the Rep their can call MG and verify my parents licenses.When they filled out the MG to send it and it finally went thru, the license was verified not once but twice. We can't understand the Rep on the phone from MG, they can bearly speak English. My parents are very upset, MG has them running around for over 6 **** hours now and the issue is still not resolved. If this funding doesn't come thru by tonight,we will be put out on the street with no suv to sleep in.I will be getting a lawyer

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/03) */ MoneyGram appreciates the opportunity to review and respond to Mr. ******'s concerns. MoneyGram apologizes for any difficulties you may have experienced in using our services. While we strive to provide our consumers with the highest degree of service, there are times when a problem may arise, and we regret if our consumers have been inconvenienced. In order to protect the safety of our consumers, and to meet our compliance requirements, MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. Transactions may also be flagged for additional verification and/or collection of information. If MoneyGram does not feel comfortable with a consumer's send/receive activity or with the purpose of a transaction, the service could be declined. For MoneyGram to conduct a full investigation, the complaint needs to be filed directly by the sender. The sender may reach our customer service team by phone at 800.555.4747 or by email at ***************@moneygram.com. Thank you, MoneyGram Regulatory Governance

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a money order on 10/11/21, intended for USCIS. After a long processing time documents were returned and money order not used. I went to Walmart store where I purchased it with receipts on 11/17/21. I explained the case and told the representative, I just needed it to be reissued with same amount as the one I purchased had "US Department Of Homeland security" on it. She told me there would be a $4 fee to negotiate the money order. She asked me to sign my name and then write" Not used for intended purpose" on the back. I provided ID and 2 receipts. She ran the check and it was rejected. When asked why, she gave me a receipt with a reference number: XXXXXXXXXXXXX to contact "Certegy". I contacted Certegy in my car. It's an automated line serving as consumer history like check system. It didn't offer any solution to cash my money order. I then called money gram and verified the money order had not been cashed. I explained to the rep what was going on and she told me I could try to go to a money gram location. I explained I was exactly where I purchased the money order and she said I could call money gram and they would confirm to Walmart the money order is still outstanding. I asked her to wait on the phone while I went inside to talk to Walmart's money service team again. There was another Walmart employee I explained the issue to and that I had a money gram rep on the line. The money gram rep told her the check was still outstanding with no hold etc. The walmart employee asked the moneygram employee what options she had. To which she was told to attempt cashing the money order again. She took my ID again and receipts and ran the money order again and it was declined a second time. The walmart employee had no explanation for why the money order was being rejected, referring me to "Certegy" again with a new receipt. I need the money order reissued because. Money gram online replacement costs $18 which is deceptive by both companies.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/03) */ MoneyGram appreciates the opportunity to review and respond to our consumers concerns. MoneyGram is not able to waive the processing fee required for processing the replacement money order. If the money order is not altered and in good condition, you may try to cash the money order at your bank or a check cashing store. MoneyGram suggests that you contact your bank or check casher prior to going to the location(s). You may the online Money Order Replacement request by clicking http://www.moneygram.com/replacement to initiate the replacement process. There is a non-refundable $18 processing fee for online requests. Expect up to 7 business days for processing. Also, please allow additional days for mail delivery. If the processing fee is not included, it will be deducted from refund amount. Thank you, MoneyGram Regulatory Governance

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩