MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC

2016-11-24

ME

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: I was on MoneyGram to send my son money for his tuition. I sent the money, talked to someone to verify that I knew who I was sending it to. It was approved and I had my son go to pick it up. When he got to the Walmart to pick it up, he was told he had to call MoneyGram and then they told him I had to call. I called and was asked all the same questions again, if I knew who it was going to and verified my information. The guy then said that since they had a lot of fraud complaints to that area and that it was not my son who I was sending money to he canceled. Also told me it was a security risk. My son did not get his money like he should have that night. The next day I went on to Walmart MoneyGram and put in a different email address to set up a different account to send him the money. Went through all of the questions again. My son was going to go to Walmart to get the money when I got a call saying that the transaction had been canceled because I was a security risk. That was XX/XX/2016. That Monday I went online to my bank account and found out that even though they canceled the transactions they still took the money out. I had to hound them for over a month, when someone decided yes I was owed the money. I was told one refund would go into my checking account within 3-10 days and the other one I could pick up at a Moneygram location. I went to a Money Gram location and was told the money I was to pick up for a refund was in a different state. I did receive my one refund through my checking account. I have been calling and emailing them about the other complaint since XX/XX/XXXX. Finally someone emailed me and said that I was due the refund to take the transaction # they gave me to a MoneyGram location and either the agent could call or I could to get a new #. I got to the location and was told a operator at Money Gram to just use the # I was given. I tried that and still could not get my money. I called Money Gram and was told that it needed to go into my checking account and would take 10 days. After 10 days I called Money Gram to say that I had not gotten my refund. They took all of my information and was going to have someone look into it. I called after a few days to see what they had found out. I was told yes I was due for a refund and they had me talk to someone who processed the refunds that go back into the checking accounts. He told me that it would take 3 to 10 days and I would have it. I asked me more then once if he was sure that it would be in my account after 10 days. He said yes, that was due the refund and it would be in my checking account after 10 days. After 10 days it was not there I called and emailed again. I was told that I was not due the refund and that they would not have taken out money for both of those transactions. Then I was told it was the fault of my credit union that the money was not there. I have show them my emails that said I was really do for the XXXX refund and the money was there waiting for me. They still are saying that they do not owe me a refund, even with it being researched and other people telling me I am owed the refund. I just want my money back. That money was suppose to help me when I had XXXX and had to be out of work. I was to use that money for my bills and food. Now I am behind on my bills.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-23

CA

Fraud or scam

Money transfers: International money transfer

Complaint: On XXXX XXXX, 2016, in XXXX XXXX, MoneyGram accepted funds and I was issued a Moneygram wire for {$2400.00} ( I also paid wire fees of {$110.00} ), to be picked up by me when I later was to travel to XXXX in XXXX. However, on XXXX XXXX, I checked the online status of my transfer and discovered that Moneygram had already paid out the money within 24 hours to an unknown third party. I demanded my money in a telephone call to Customer Support on XXXX XXXX, but Moneygram refused to pay me the amount or refund it to me. In violation of Regulation E, Moneygram did no investigation within the time frame required, did not provide any documentation regarding the payment to the unknown party and did not advise me of my right to see relevant documents. It is suspected that a fake XXXX landlord, who required and to whom I sent proof of available funds ( only a copy of the receipt but not actual payment ), picked up the wire posing as me. I have no knowledge of who Moneygram actually paid, or their true identity. It is also possible that the Moneygram agent colluded with the con artist. Moneygram also failed to investigate the circumstances surrounding the payment or maintain and provide records as required by Paragraph XXXX of its internal rules and by XXXX. More specifically, Moneygram has not presented copies of the payment transaction or the " valid ID '' of the alleged payee as required by the applicable laws. Moneygram represents its service to be secure and trustworthy according to the Moneygram website and advertisements, using the boldface buzzwords " peace of mind, '' " send securely, '' " easy to receive, '' " reliable, '' which also point out that the recipient will need to show " a valid photo I.D . '' Moneygram 's internal rules and XXXX XXXX XXXX XXXX ( Paragraphs XXXX and XXXX ) go to great length about how Moneygram avoids fraud and requires valid identity confirmation from all recipients. Although Moneygram has numerous rules applicable to its agents regarding proof of identity, there is no evidence that these rules were followed by Moneygram or its local agent. What identification was presented to their agent? Moneygram has not provided that bit of information. According to the Federal Reserve, Reg E protects consumers even when they make mistakes -- even mistakes such as writing their PIN number down in a place where a crook can find it. The Federal Reserve 's staff opinion on Reg E states that " Negligence by the consumer can not be used as the basis for imposing greater liability than is permissible under Regulation E. Thus, consumer behavior that may constitute negligence under state law, such as writing the PIN on a debit card or on a piece of paper kept with the card, does not affect the consumer 's liability for unauthorized transfers. '' So even though I sent a copy of my receipt to the con man, it was still incumbent on Moneygram to follow Reg E, investigate timely, provide records, notify me of my right to see those records, and verify the identity of the person who picked up my money. They failed on all accounts.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Detroit, MI

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-22

Bovina, MS

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-19

Norwalk, CA

Incorrect/missing disclosures or info

Money transfers: Domestic (US) money transfer

Complaint: Perthe requirements set forth by the FTC in the Civil Action XXXX. XXXX, MoneyGram and it 's agents are required and obligatedtoprotect the consumerfrom fraud and scams through conspicuous and prominent consumer warnings at locations offering MoneyGram products ( I will attach an excerpt from the finding ). I recently used a MoneyGramprovider, XXXX XXXX, to wire moneyand they ( XXXX XXXX ) didnot use any fraud warnings whatsoever ; no posters, no forms nor any receipts with warnings. Per a response I received from MoneyGram, the branch I used is supposed to warn the consumer and supposedly has fraud warnings on their verification receipts prior to sending ( confirmed by a letter from MG that I will attach ). I did not receive any sort of verification receipt with any sort of warning or fraud related info or questions ( I will attach my receipt I do have for reference ). Per discussion with the Division Director of XXXX XXXX they have fraud warning posters in their branches, however I have photographs of the branch I used and there are no warnings whatsoever. As a result of my ignorance and not being informed of the dangers of money transfers I was scammed out of {$2800.00}. Had I been informed of the dangers of sending money to a stranger I feel that I would not have done something that now seems so obviously stupid. I hold XXXX XXXX responsible as they were clearly negligent in their required duties to protect the customer. One last note ... a week later on XX/XX/XXXX XXXX XXXX from XXXX XXXX called me and asked if I could come in to fill out a form and answer some questions. He would not elaborate or tell me what the questions were or what the form was, just that the large amount I sent triggered a process that he forgot to follow. It is quite possible that this is the " fraud related questions '' that MoneyGram is referring to in their letter to me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-18

Lewisville, TX

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I received the check in the mail for secret shopping opportunity to evaluate the customer service at a MoneyGram location. After I completed the job a couple days later my bank said it was fraud. And they froze my account and would n't let me access my funds in order to pay my rent. I could be kick out soon.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-16

Wood Ridge, NJ

Other service issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

Franklin Lks, NJ

Other service issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-15

Mia Shores, FL

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-12

Federal Way, WA

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I was a victim of internet fraud. I ordered a vehicle and the sale/payment was to be handled through XXXX. This turned out to be a phony company posing as XXXX with their logo and everything. They had me do a cash transfer through MoneyGram to an " XXXX agent '' who would hold the money in escrow while the vehicle was delivered from another state. I had 5 days to review the vehicle and then if not satisfied could return it. I have subsequently contacted XXXX, MoneyGram and the local authorities and all have told me that it was a scam and that XXXX and MoneyGram are not responsible. I accept that but thought I would try to let others know of the scam and register the complaint.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

Las Vegas, NV

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I have been scam on a XXXX scam. I was selling my guitar for {$200.00}. A person contacted me said his name was XXXX and wanted buy my guitar. He sent me a Cashiers Check for {$1400.00} saying the extra money was for his movers. He requested I send the extra money {$1200.00} to his movers via XXXX. He had me send it to XXXX Maryland XXXX. XXXX number he was texting me on is XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Bremerton, WA

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-09

Washington, DC

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-08

Lilydale, MN

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-07

Baltimore, MD

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-04

Bremen, GA

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: OK hope this works this time. Been looking for a puppy XXXX for 2 years. Fri came across XXXX We converse and emailed for 2 days before we made our decision. Sun we agreed to pay the XXXX. In the initial email it takes all we have to pay is the XXXX to get the puppy with akc papers bc the company has coupons for free shipping for the puppies for Mon Wed and fri. Sun evening I moneygramed XXXX to XXXX. Mon morning I got email saying thankyou for choosing them and that they were doing the paper work on the puppy and they will take him to XXXX pet movers by Wednesday. Wednesday morning come and I get a email from pet movers which is saying that I have to pay XXXX for insurance on the dog. I told them I ca n't afford that. I emailed XXXX and told them what XXXX said and that I ca n't afford that and that was n't in the email or the website. Get email back from XXXX saying they are trying to work the money situation. I replied no I just want a refund. Never heard nothing else. Thursday morning I repeatedly called and emailed XXXX. They blocked my calls and my daughter calls. I call private and finally got an answer after about ten tries. The people saying I can get my money back on ten days. They had me on speakerphone. The playing rap music in the back loud as XXXX laughing talking mocking me etc .... Needless to say I 'm out XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-03

Tampa, FL

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-03

Atl, GA

Other service issues

Money transfers: International money transfer

Complaint: This complaint is about discriminatory practices and denial of services by MONEYGRAM INTERNATIONAL, INC.. XXXX XXXX XXXX XXXX XXXX XXXX , Texas On XXXX/XXXX/XXXX I initiated a money transfer on MoneyGram site. This was a {$1900.00} transfer to my cousin in XXXX. The fee, using my bank account was {$5.00}. The transaction authorization number is XXXX, obtained using my online account and password, and a security code sent to my email. At XXXX, an email was sent asking to call MoneyGram ( XXXX ). Which I did. After verifications ( name, address, date of birth, last XXXX of SSN ... ), the agent asked my relationship to the transfer 's beneficiary .I told her it was not their business, but nonetheless answered. She then asked the transfer 's purpose. I questioned the purpose of this question. She decided that the transaction was cancelled and that I should go to a store. I asked to speak to a manager on that discriminatory practice, because it was not applied to all users of MoneyGram but selectively based on destination ( XXXX ), sender perceived or implied origin, or both. After narrating the facts as above, the escalation person told me that I was asked these questions because t it was my first transaction ( after telling me it was asked from all ). I responded I had used the MoneyGram online to send money to XXXX during the previous 30 days. As a matter of fact, records available show I did a transfer to XXXX using the very same service on XXXX/XXXX/XXXX ( ref XXXX ), to XXXX on XXXX/XXXX/XXXX ( ref XXXX ) ( see attached confirmation emails ). In fact I have been using MoneyGram transfer service way back with some archived records showing transfer dating back to XXXX with amount as large if not larger ( see attached receipt emails ) with online account established as early as XXXX/XXXX/XXXX if not earlier. I indicated to the representative that MoneyGram 's practice was discriminatory as I was NOT asked these questions when transferring money to XXXX, but asked when transferring to XXXX, a XXXX XXXX country. She pretended it was for the protection of my account and I asked how the statement about the reason of my transfer which they have no way of verifying, is protecting my account. The conversation ended as the representative indicated again that my transaction has been cancelled ( not offering me the opportunity to answer the transfer purpose question ) and I should go to a store to complete the transaction. It should be noted that transaction at the store and the online transactions carry different fees. Using the online transaction and a funding from a previously associated bank account -as I did-, the transaction fee is {$5.00}, with a delivery in few days. That option and fee is NOT available in stores and the fee for the same transfer in a store is {$39.00}. This is a significant XXXX fee increase. The online transaction I initiated does not present any risk profile by any reasonable standard, with the funding is from a bank account in my name and is therefore fully traceable and all security checks listed above. As I tried to login into my account later in the early evening and was directed to contact Customer Service again. On the call, the representative told me that my account was permanently closed and service was denied by Security, that no reason shall be provided, and that I had to go in stores. This is an unacceptable denial of service on a discriminatory basis. My wife -XXXX-did endure the same discriminatory practice but did not complain. I would request the agency investigates and take action to prevent the repetition of such discriminatory practices. I am requesting that my online account -XXXX- and that of my wife XXXX- be fully re-instated with all transfer privileges according to the fee and rules applicable to all. Thanks & Regards XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Bel Alton, MD

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Jasper, AL

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Fitchburg, WI

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-29

GA

Incorrect/missing disclosures or info

Money transfers: International money transfer

Complaint: I wanted to send money to my mother in XXXX through MoneyGram on Tuesday XX/XX/XXXX. First, I had to verify who I was by sending a copy of a bank statement and a copy of my driver 's license after giving them multiple ways to verify my identity online. I spent two hours on the telephone with them but they were not satisfied with my answers ; therefore, I was treated like a criminal and had to send proof of who I am. Second, I was finally granted permission to send the money yesterday ( XX/XX/XXXX ). I filled out the online form exactly as I was asked to do. When prompted to fill out my mother 's information, I was asked for her first name and last name. Nothing else was marked as required or necessary information. Today my mother went to collect the money. She was told that she could not collect the money because I had not given her middle name and second last name. Why did MoneyGram not ask me for that information when I was filling the form online? I CLEARLY MARKED the money was going to XXXX. If they knew that my mother was going to be required to provide identification with all XXXX of her names, then why did they not prompt me to give them all XXXX names? Why was my transaction approved on my end if they knew that the money was not going to be delivered in XXXX because I had not given ALL THE NECESSARY INFORMATION. I paid for a transaction that could not be finished because of their negligence in letting me know ALL THE INFORMATION NEEDED on the other end. When my mother let me know that she could not collect the money, I called MoneyGram to correct the situation and I was told that I had been given THE CHOICE of adding more names but I was NOT told I HAD TO DO IT FOR THE TRANSACTION TO BE TRULY COMPLETED. They told me that my only option was to cancel the transaction on my end and expect a refund in 12 BUSINESS DAYS. Last night they took my money and were ready to send it to XXXX in 15 minutes. Now I have to wait to get my money back 12 BUSINESS DAYS. PLUS, THE MOST IMPORTANT THING, MY MOTHER STILL DOES NOT HAVE THE MONEY SHE NEEDS RIGHT NOW. I AM DISGUSTED. I WAS TREATED LIKE A CRIMINAL AND HAD TO PROVE MY IDENTITY. AFTER PUTTING ME THROUGH THAT ORDEAL, I WAS NOT GIVEN ALL THE INFORMATION NECESSARY SO THAT MY MOTHER COULD PICK UP THE MONEY IN XXXX. THIS IS DISGRACEFUL. I AM A XXXX AND CURRENTLY A XXXX WORKING ON MY XXXX DEGREE sending money to my family in XXXX. I AM NOT A SCOUNDREL LOOKING TO MAKE A QUICK BUCK OR STEAL FROM ANYONE. BECAUSE OF THEIR NEGLIGENCE, I was made to feel like a common criminal and even after I complied with their demands, they DID NOT PROVIDE THE SERVICE I PAID FOR BECAUSE THEY DID NOT GIVE ME ALL THE INFORMATION I NEEDED AND MY MOTHER NEEDED. MY MOTHER IS XXXX YEARS OLD and SICK. SHE DOES NOT NEED THIS KIND OF XXXX. THIS IS SHAMEFUL!!!!!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-28

Glendale, CO

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

San Francisco, CA

Other service issues

Money transfers: International money transfer

Complaint: On moneygram web site estimate for international money transfer fee showed {$18.00} but when the actual transaction took place it was {$32.00}. When asked why such a big difference in fees no answer was given except " an estimate is an estimate ''. When an actual fee turns out to be more than XXXX % of the estimate then it is no longer an estimate but a wild guess.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-27

Wann, OK

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with monetary relief

Disputed: No Timely Response