MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC

2018-07-24

Sacramento, CA

Other service problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I had been helping my spouse out and paying my rent and bills and one day I went to go take care of a bill and a agent at XXXX told me I thought you were blocked from sending money a long time ago and she proceeded to send my transaction for my bill and I went home and had my receiver try to get there money it said it was available but when they went to receive it 2 days later I had to call them and they refunded my money in the meantime I called XXXX and asked a manager why would she say that she said call in the morning when all the money center representatives and managers are available so I went up there the next morning and got a manager and she asked her to tell me why she said that and she said we had several rumors going on so we called MoneyGram and had your name blocked from sending or receiving money I asked them to fix it they got a attitude with me and told me to call up there and fix it I lost a lot of money behind them playing games with my name MoneyGram advised me my name is just blocked forever behind what they did I would really like them to fix this issue I also filled a complaint with there company at XXXX XXXX complaint number XXXX that I filled in XX/XX/2017 when they told me how they slandered me and my receivers name
Company Response: Closed with explanation

Timely Response

2018-07-23

IL

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I cancelled a transaction with moneygram and they promised to refund my money then locked me out of my acct and wouldnt let me back in and wouldnt give me a legitimate reason why and they sent the money to the moneygram in XXXX XXXX and then wouldnt give it to receiver so i cancelled it and i havent got my refund but yet they took my money the amout was XXXX dollars and XXXX for exchange fee the reference number is XXXX
Company Response: Closed with explanation

Timely Response

2018-07-17

Pea Ridge, AR

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: MONEYGRAM REFUSES TO ACKNOWLEDGE OUR CLAIMS THAT WE WERE VICTIMS OF A FRAUDSTERS TRIO WHERE IMPOSTERS POST ADS ON XXXX AND BAITS AND HOOKS VUCTIMS ARE THEN SENT TO XXXX MONEY SERVICES AND DIRECT TO AGENT TO WIRE TRANSTER MONIES TO SCMMERS. XXXX XXXX XXXX XXXX VICTIM OF SAID TRIO XXXX XXXX XXXX XXXX VICTIM OF SAID TRIO.
Company Response: Closed with explanation

Timely Response

2018-07-16

Grand Island, NE

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-07-13

Brem, WA

Lost or stolen money order

Money transfer, virtual currency, or money service: Money order

Company Response: Closed with explanation

Timely Response

2018-07-11

Ft Lauderdale, FL

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/2018 I was having issues trying to make an international transfer through MoneyGram online services. After several attempts, the transaction finally went through taking the agreed sum of XXXX {$71.00} from my debit card. Without prior notice or security verification of any sort, I received an email from Money Gram that the transaction had been cancelled and I should wait 3-10 business days before the amount will be credited to my account. I contacted their customer service line who transferred me to the Online Department, which told me that it was as a result of security concerns. I enquired why such a drastic measure without any notification or request for verification or something. I was notified it was their policy and that was that. I then asked to be transferred to another level which was their Escalation Department. I spoke with a XXXX who could only give me the same information and could not escalate my call any further. The main issue I am having is that if there was a security concern, why not instead freeze the transaction and in the same way, send an email to say I need to call Money Gram to verify or why not put a verification system in place. It was very rude of them to ruin my business without any sorts of prior contact or anything. I had to make contact with them after receiving notice that the transaction had been cancelled. This is bad business practice ; they had no problems withdrawing the amount but now because of " laws '' as they notified, I am now left to suffer waiting another 3-10 days before I can put that money to use again. The only means by which to make a complaint as I was notified by XXXX from Money Gram 's Escalation Department is to leave a note on the " contact us '' page of their website and wait 48 hours to be contacted for a mishap I never did but is being severely punished for nonetheless. They had no real sense of urgency for the inconvenience it is causing. What recourse do I have as all I had really needed was for that amount to have been transferred today but Moneygram is instead stuck on procedures that does not benefit the needs of the consumer.
Company Response: Closed with explanation

Timely Response

2018-07-10

OH

Lost or stolen money order

Money transfer, virtual currency, or money service: Money order

Complaint: On XX/XX/2018 I purchased a money order from Moneygram for {$370.00}. The Money order # XXXX. The money order has not been cashed, nor been received by my mortgage company. I have contacted the XXXX XXXX. But I am not getting anywhere with them. They have referred me to a web site that I am not able to maneuver. I would like to be able to pay my mortgage and also find out where my money is. In order to get my money, I will have to pay {$18.00} and if I wanted over night it is {$25.00}. Moneygram has not been helpful at all in replaceing my money.
Company Response: Closed with explanation

Timely Response

2018-07-10

Arsenal, PA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-07-08

Queens, NY

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Dear Bureau, I placed a small money transfer transaction with MoneyGram today, XX/XX/18 around XXXX XXXX for a small amount, though it may not seem like a whole lot it is indeed a useful amount for my recipient outside the U.S., in XXXX XXXX to be exact so it be used for personal needs. After writing an email to Moneygram customer service today, who never got back to me ( falsely advertising in the website that someone will reply back shortly ) and then placing a call to one of the customer service representatives ( XXXX who wanted me to cancel the transaction instead and try again ) and lasty, chatting with someone online about my money transfer problem ( her assistance was non-existent, rather asked me over and over what the issue was ). In turn, no one was ever able to tell me what happened to the email confirmation ( which contains a code # that needs to be provided to the recipient so the funds can be picked up by the recipient ). Moneygram has debited my account and charged fees for this transaction and it has not been completed on their part, though it shows on their website that the money is ready to be picked up - but I need the confirmation Email to do that. In turn, the customer ( me ) is left wondering what is the purpose of debiting my personal checking account if the company is not going to make good on their promise and this is not only is embarrassing for the company, but also embarrassing for me since I've waited close to 9 hours waiting for a MoneyGram confirmation Email that includes the access code ( which is different from a reference # provided once the transaction has been completed on their website ) and my recipient is left empty-handed. This type of behavior, which is quite detrimental to the customer base and dysfunctional is nerving and quite upsetting that my time and money has been spent and still have no answers or a solution. This company does not has the proper tools, processes, training of its employees or even basic general good faith practices when dealing with other people 's money and do not make the customer feel secured and safe funds that my funds are being handled properly. I sincerely hope that you look into this matter further and you will surely find other similar cases, if not worse, because this is not the first time it has happened to me. Moneygram 's lack of integrity and commitment to the consumer is a complete nonsense. Thank you.
Company Response: Closed with explanation

Timely Response

2018-07-04

AR

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: MONEYGRAM IS FAILING TO REFUND FRAUD INDUCED MONEY TRANSFERS FROM XX/XX/XXXX-XX/XX/XXXX TOTALING {$47.00}, XXXX PLUS {$15.00}, XXXX FOR A GRAND TOTAL OF {$62.00}, XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-30

WA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I sent XXXX dollars through money gram to a family member on XX/XX/XXXX. My brother went to XXXX XXXX in XXXX the following day and they said they had no money there for him. He went back again on XX/XX/XXXX after I called Money Gram and they still said there was no money available. I spoke to the XXXX XXXX manager in XXXX and they said there was no money. Money Gram told me to call every four days so I called about four times and they kept on saying to send my brother back to get the money and that it had already been recieved. Then they told me that they would do an investigation that would take 4-90 days.
Company Response: Closed with explanation

Timely Response

2018-06-29

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2018-06-28

Rochester, NY

Unexpected or other fees

Money transfer, virtual currency, or money service: Money order

Company Response: Closed with explanation

Timely Response

2018-06-27

Havana, FL

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I have been sending about {$300.00} monthly to a XXXX XXXX in XXXX for over a year. Sometimes, if they have an emergency like someone is sick or i jured, I will send more. This was after getting to know the head pastor and and assistant pastor over XXXX XXXX and phone calls and texts. I have seen many, many, many photos of them leading XXXX services and revivals. I have spoken to them on video phone as well. Suddenly both XXXX XXXX and Moneygram REFUSE TO SEND my monthly gift WITHOUT EXPLANATION. I tried to send them {$600.00} recently to buy an Air Conditioning unit for ther church because their old one died. It has been over 120 degrees Fahrenheit in the daytime in XXXX XXXX where they live!!! PEOPLE ARE DYING FROM SUCH HEAT!!! But both XXXX XXXX and Moneygram have REFUSED TO SEND MY MONEY EVEN WHEN I BRING IT TO THEM IN CASH!!! I want the servce they OFFER EVERYONE ELSE!!! There are severe limitations to who offers such services to XXXX. I can not just pick another service! I served my country 28 years and held a XXXX XXXX XXXX, why am I being singled out for NO SERVICE?!? Or do they just not like people of XXXX or XXXX!?!!! The pastor in XXXX has visited the USA several times and is friends with the ex-governor of Arkansas, XXXX XXXX. How is a XXXX XXXX deserving of such abuse!?!?
Company Response: Closed with explanation

Timely Response

2018-06-26

Tucson, AZ

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-06-22

Mc Kinney, TX

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with explanation

Timely Response

2018-06-19

Marion, MT

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Attempted to sent money via XXXX to our son via online ; XXXX held our money for 30 days and then cancelled the transaction and said we could not send money via online anymore ; we send money to our son once a month, {$40.00} at a time, and now we are banned because flagged as fraud ; then we have to deal with third world customer service, who we can not understand over the phone, finally today over a month later were told the transaction would be cancelled and we would be refunded our money .... we'll see.
Company Response: Closed with explanation

Timely Response

2018-06-19

Occoquan, VA

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Moneygram.com is the company involved. I am a customer of Moneygram for the past 4 years. I send money for rental apartment payment every month to XXXX. When my husband went to pick up the money from the same location Every month ... .today as of XX/XX/2018 I have sent the money online, And the transaction went through, got the Reference Number. When husband went to the Moneygram location in XXXX, XXXX He was told the money was not there. I called Moneygram immediately to inquire what was the problem ... I was informed that Moneygram was very uncomfortable to proceed With my transaction therefore they canceled it. They didnt give any reason why this action was taken so drastically. No warning, no explanation whatsoever they just closed my account and Told me I was no longer able to ever use any future transaction with Moneygram! They denied me service just like that! I need their service to send Money for my husbands rental apartment! I really need your help in this matter why Moneygram denied me their service I did not do any crime, anything illegal, anything wrong! I have been a customer of Moneygram for 4 years! I need a good explanation why they drastically canceled my Moneygram Account! Your promptness is greatly appreciated. Very respectfully, XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-19

San Jose, CA

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I was selling an furniture through an online service ( XXXX ). A buyer contacted me claiming to be interested in purchasing the item. The buyer then sent payment through cashiers check ( for amount more than the asking price ) and asked me to money transfer the balance amount of {$950.00} through XXXX money transfer and {$850.00} through Moneygram to pay for the transport guy which I did. The payment ( cashiers check ) turned out to be a fake, and Im out of money. I was able to cash the cashier 's check or see funds recorded in my account statement after two days of depositing the check but after a week to find out that the check has bounced. Can you please arrange refund of my money of {$1800.00} as I was a victim of online scam. Please see attached XXXX and Moneygram receipt for that I paid the buyer. Thank you,
Company Response: Closed with explanation

Timely Response

2018-06-18

IL

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XX/XX/XXXX I setup a transfer of {$50.00} to my niece in Illinois for her birthday. For some reason, she was having issues picking up the money and let me know. I called MoneyGram for an answer. I was told the the transaction was cancelled by MoneyGram ; however, no reason was given. I've sent her money before with no issues, but for some reason that transaction was flagged, but the representative couldn't explain why. I asked for a supervisor and was told the same thing. I now have to wait 3 to 10 business days for them to send my money back to my bank account. I wanted an explanation why they took my money, cancelled the transaction and now I have to wait so long to get my money back. Neither rep could explain except to repeat that MoneyGram is an international money transfer company that reviews transactions and flags them for cancellation. I still do not know why it was cancelled as I've sent her money before, we have the same last name and it was only {$50.00}. And I really don't understand why I have to wait 3 to 10 business days for my money when it didn't take that long for them to take my money for the transfer. I am highly disappointed, frustrated and upset and will never use this company again.
Company Response: Closed with explanation

Timely Response

2018-06-16

Columbus, OH

Lost or stolen money order

Money transfer, virtual currency, or money service: Money order

Company Response: Closed with explanation

Timely Response

2018-06-15

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-06-14

Coconut Creek, FL

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-06-10

Affton, MO

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-06-10

Brooklyn, NY

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response