MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC

2019-03-14

CA

Other transaction problem

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

Complaint: I used moneygram.com to send $ but moneygram would not allow pick up for unknown reason. Moneygram cancelled my transaction and still did debt my bank account. Spoke to reps numerous times and was told to wait for the credit to my account on 6 different occasions. Rep said my bank was the problem so I contacted my bank and they did not have any issues and were never sent the refund. Money was debited on XX/XX/19 and I still have not been reimbursed for the failed transaction. Reps continue to tell me money should be returned by a certain day and when its not I call again and they can not tell me where my money is so they again tell me to wait a few more days. Transaction number is XXXX and the number is XXXX. Amount is XXXX. Attached the 2 emails I received from them below.
Company Response: Closed with explanation

Timely Response

2019-03-13

Janesville, WI

Other service problem

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

Company Response: Closed with explanation

Timely Response

2019-03-13

CA

Fraud or scam

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

Complaint: This complaint is about discrimination against me and my wife in the involvement of Moneygram preventing me from using their service under the guise that Moneygram is protecting me from fraud.It 's difficult to understand since my wife and I were married in XXXX XXXX, Nevada in XXXX and have known each other for twenty years and that I was the proposed sender in XXXX XXXX, California and my wife, XXXX XXXX XXXX, the receiver in XXXX XXXX.At XXXX PST today XX/XX/XXXX, I spoke with XXXX in XXXX, thereafter I spoke with XXXX from an Escalation dept at XXXX who created case # XXXX and referred me to leave kiosk no.XXXX in XXXX , XXXX XXXX and travel to XXXX XXXX XXXX and attempt to send my XXXX dollar transaction to my wife which was declined by Moneygram and that that transfer was for my wife that was necessary to pay for XXXX XXXX, replace the broken washing machine and to get a new upgraded telephone to handle areas that lacked cell coverage where XXXX works as a XXXX to a XXXX XXXX who was XXXX and XXXX on duty. At XXXX XXXX pst I spoke to XXXX in the XXXX who explained that Moneygram had decided to protect me from fraud and would not allow the transaction from anywhere. It's interesting to note that I have been in finance, real estate and marketing : that part of my work is protecting others from fraud.I include a list of satisfied customers, the composition of XXXX XXXX.that began my career 30 years ago on XXXX XXXX XXXX XXXX birthday.I include this to demonstrate to let you know that there is no reason under the sun that I as a private businessman would ever need protection from fraud from my wife in particular or ever in general.As you can see the early customers that gave written permission for me to use them as a group of satisfied customers of mine.All of the mostly deceased were protected by me, that is I looked out for their financial and land interests.They are historical figures of business and history in XXXX XXXX and the entire world.So why would I need protecting from fraud from my wife of 16 years.What Moneygram is exercising is a discriminatory policy against me and possibly XXXX XXXX and my wife a XXXX XXXX.Today I work in finance and real estate protecting and promoting the interests of others and my client list is private.Moneygram should learn that in order for them to operate in the USA that discrimination in the provision of financial services is a serious crime and is not tolerated and that to provide money transfer services in the USA is a privilege not a right and that this right is not extended to those who practice criminal discrimination while offering services to the public.So even the idea that I could need protection from fraud is ridiculous, when my entire career is built upon the care and protection of others in financial land dealings and that my client lists are veritable who's who of the richest landowners of all time who selected me to watch over and promote their interests, and I do the exact same business for other living private clients today, so the assertions and legitimacy of MONEYGRAMS CLAIM OF PROTECTING ME FROM FRAUD IS LUDICROUS, FALSE, AND DISCRIMINATORY
Company Response: Closed with explanation

Timely Response

2019-03-08

Santa Ana, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2019-03-08

Canton, MI

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2019-03-06

Arlington, NJ

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2019-03-05

Unity Plaza, CT

Other transaction problem

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

Complaint: On XX/XX/19 I sent an international money transfer of {$260.00} through Moneygram at a XXXX location. On XX/XX/19 the receiver my stepmom went to pick up the transfer and was told it was returned. I contacted moneygram and discussed in details the receiver and the reason for sending and was told that there is nothing they can do as it was returned at random based on their financial policies. I asked for the matter to be escalated as the money is for medical expenses for my father but the agent refused and said there is no other point of contact or nothing else they can do.
Company Response: Closed with explanation

Timely Response

2019-03-03

Houston, TX

Other transaction problem

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

Complaint: OnXX/XX/2019, I attempted to send {$1000.00} to my brother abroad via MoneyGramwebsite which I have used to send money on a monthly basis over the past 3-4 years. After filling the receivers information, I clicked the send button as I usually do, but this time it took me to an error page asking me to call a number to complete the transfer, so I thought there mighthave been something wrong with the information, therefore I reattempted to send money a second then a third time, both of which lead to the same error screen, thus I decided to use another online service to transfer money instead. Althoughthe transfer attempts have beenlabeled erroneous by MoneyGram ( I can supply you with screenshots from the webpage ), I was surprised to receive a notification from my bank onXX/XX/2019 that my checking account has reached zero causing an overdraft protection transfer from my savings along with applicable fees. I looked up my checking accountand was astonished to find that MoneyGram has charged me {$3000.00}, corresponding to 3 transfers in the amount of {$1000.00} each along with their transfer fees ( {$25.00} each ). I contacted MoneyGram who claimed they never took themoney and said it's a standard procedure for them to have the bank issue authorizations for requested transfers, but stated that this does not happen unless the transfers went through. I disputed the authorizations with my bank onXX/XX/2019, who promised to investigate this and refund the money in a maximum of 10 business days. MoneyGram, on the other hand, stated that the money should be back by end of business on XX/XX/2019, nevertheless the money has not been refundedas of today XX/XX/2019, and to make things worse these authorizations have been converted to posted transactions now. I spoke to MoneyGram 3 times so far, once on XX/XX/2019, again on XX/XX/2019 and a third time on XX/XX/2019 and every time they either say something close to : " the money should return very soon '', " your bank initiated the authorization and you should contact them '', or " we will investigate this and it will take 72 hours ''. I have been in a financial deficit of XXXX {$3000.00} from XX/XX/2019 to present time because of the repeated failings of MoneyGram to refund my money which they illegally took from my bank account for erroneous attempts of money transfer. Even if this was the result of a system error, the fact that they continue to handle it very bureaucratically with repeated deferrals of action and no regard to the sustained financial damages is extremely appalling. I am not sure if punitive damages can be pursued in this case because the company really snatched {$3000.00} from my account for no reason whatsoeverand repeatedly failed to initiate an immediate refund for almost 2 weeks. Please help me
Company Response: Closed with explanation

Timely Response

2019-03-01

Millville, CA

Other transaction problem

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

Complaint: On XX/XX/19 MoneyGram debited my checking account twice in the amount of {$210.00} each time. A total of {$420.00}. In my MoneyGram account, it shows only one payment was sent for that amount. I contacted the number given for customer care. My first call was taken by a person whom I could barely understand. It was clear she could not do anything to explain or fix the problem. She gave me another number to call. This call was also answered by a person whose first language was definitely not English. He told me to call back in three days. He gave me no assurance that the error was going to be corrected. Since this was not an error on my part, I find it very upsetting that this seems to be of no priority to MoneyGram to rectify their mistake and very vexing that I am out of pocket for {$210.00} that I had not budgeted for. Even more concerning is are they going to ever fix it?
Company Response: Closed with explanation

Timely Response

2019-02-26

Newnan, GA

Other transaction problem

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

Complaint: I tried to send {$680.00} to my cousin in XXXX on XX/XX/XXXX but the transaction was denied at the MoneyGram agent in XXXX, GA, no explanation was given why it is denied. I went back to the same location on XX/XX/XXXX to send same amount but again the transaction was denied. Then I decided to send the money through my wife on XX/XX/XXXX and this time the money was transferred to XXXX but the recipient was declined to receive the money and was told that this transaction was cancelled at the other side. ( Reference No : XXXX ). I started sending the money to two countries, XXXX and XXXX using Moneygram since XXXX and transferred money to the same recipient 5 times. In almost 4 year, the amount transferred was within the transfer limit. In one other instance, the transaction of {$100.00} was denied onXX/XX/XXXX and later on it was transferred the next day. My question is this : why the same recipient received 5 times money and denied this time ( XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX ) I feel Moneygram violated compliance with the Remittance Transfer Rule and failed to provide a clear and detailed information, showing a globally nontrusted foreign exchange service with no fair treatment shown. Their customer service is very disappointing.
Company Response: Closed with explanation

Timely Response

2019-02-25

Pacific City, OR

Fraud or scam

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

Company Response: Closed with monetary relief

Timely Response

2019-02-24

NY

Fraud or scam

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

Complaint: For the past two months I have been using the Moneygram service to send my housing payments to the person who was going to rent an apartment for me in XXXX XXXX, New Jersey. This person 's name is XXXX XXXX. The monthly rent was {$690.00} which supposedly included utilities. On the apartment lease that I signed and was also signed by this person, it was established that I needed to make three payments : security deposit, first and last month of rent. Three payments of {$690.00} were made on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and the money was picked up at the Moneygram location minutes just after the transaction was made by XXXX XXXX ( 1st payment ), XXXX XXXX ( 2nd payment ), and XXXX XXXX ( 3rd payment ). After the last payment was sent on Monday XX/XX/XXXX XXXX XXXX who was the " landlord '' was supposed to ship the apartment keys to my address. From that moment this person has been MIA, not answering phone calls or text messages or emails.
Company Response: Closed with explanation

Timely Response

2019-02-23

Manchester, NH

Money was not available when promised

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

Complaint: I use Money Gram to send XXXX XXXX to my parents back in XXXX on XX/XX/2019, with home delivery as service option. Today is XX/XX/2019, and my parents are still not yet to receive the money. I tried to work with MoneyGram, and already called them 3 times. But every time that they told me that they have no specific time of when they can resolve my issue, and told me to call back in 2 to 4 business days. They do not even to give me the case number. This company is a scam.
Company Response: Closed with explanation

Timely Response

2019-02-22

Una, SC

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2019-02-14

NY

Problem with customer service

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

Complaint: Dear Sir, Madam Once in a while, I used Money Gram 's express payment service to pay my car financing company. So, I did again on XX/XX/XXXX. I went to XXXX and paid to have a Money Gram express payment sent to my financing company. This company did not get paid. So, I set up a payment arrangement with it and headed, about mid-XXXX, to XXXX to get a refund of the {$360.00} ( before taxes ) that I sent to the financing company. I could not find the receipt, and did not have my phone with me. So, XXXX offered me to use its phone to talk to Moneyram ; which I did. The gentleman at the other end of the phone told me that because I did not have my receipt, tough he found record of my transaction, the refund will be available to pick up at XXXX only after 10 days from that middle of XXXX when I spoke to the Moneygram 's gentleman on the phone. So, on the XXXX of XX/XX/XXXX, I called MoneyGram to make sure that the refund was processed. The Money Gram 's representative told me that it was not done yet, but by the XXXX of XXXX, I will be able to pick up my refund at XXXX. On or about that date, I called MoneyGram again. This time the person who entered the phone told me that I should not have included week-ends in my computation. ; that instead to expect the refund on the XXXX of XXXX. So, today, I called again and was told to call in 3-4 days. Then, I thought to myself that something must be very wrong. I tried to reach Corporate office ; left a message, sent another one ; tried to chat. The lady at the other end of the chat, XXXX, wrote that she was not able to help me., without giving me any reason. So, my suscipions only grew. I have already noticed that MoneyGram 's automatic answering machine was not able to recognize the reference number on my receipt, each time I called. I have been doing business with MoneyGram for more than 10 years, I believe, and nothing like this ever happened to me. So, I am asking for your help, to, please get my money back. I thank you for your time and attention. Regards, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-02

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2019-01-31

Galena, OH

Other transaction problem

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

Complaint: I used MoneyGram to send money to my dad on XXXX XXXX and I received an email to notify my that the transfer was in progress. On XX/XX/XXXX I received an email from MoneyGram to inform me that the transaction was completed along with the reference number for the receiver ( my dad ) to retrieve the money. XX/XX/XXXX or XXXX : my dad went to pick up the money and was told that he couldn't receive the money because the transaction was blocked. So he called me and informed me. XX/XX/XXXX : I did call MoneyGram ( next day ) and after spending about an hour on the phone with 4 or 5 different agents total and going through verification and screening the last agent told me that there was a technical issue on their end and this is the reason why the transaction did not process. He then told me that it would be resolved and the money would be available for pick up within 24-48 hrs. ( This would mean that the money should be available by XX/XX/XXXX ) XX/XX/XXXX : My dad went back to the agency to retrieve the money and was told that the transaction was not processed. ( You can imagine how frustrating this was for him and for myself when he called me to let me know ). I called Money Gram this morning ( XX/XX/XXXX ) very XXXX and this is when I was informed that my transaction was cancelled and scheduled for refund. ONLY AFTER talking to the 1st agent I received an email informing me about this ; AND I have to wait 3-10 business days for them to process the refund. I requested to talk to a supervisor or someone in charge ; I was transferred to the escalation department where I talk to another agent who was basically telling me the same thing the previous agent said ; there is no way for them to expedite the refund. I was sending money to my dad for health reason and this experience was frustrating for both. At this point he would be dead by now if if was a critical illness that depended on that money. After using their service for several years now this is the first and the worst issue with them. - they did not communicate on the status of the transaction UNTIL I called them - they canceled the transaction - they wasted so much time having me and my dad wait ( 3 weeks ) - they have me wait 3-10 business days to get refunded - they still have NOT told me WHY was the transaction cancelled after all this time They should have a way to compensate customers for this kind of inconvenience and damage they cause customers with situations like this. VERY XXXX!!
Company Response: Closed with explanation

Timely Response

2019-01-30

TX

Other transaction problem

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

Complaint: I sent money to my daughter on XX/XX/19 via Moneygram. I received an email at XXXX XXXX stating transfer sent and ref # XXXX. My daughter went to pick it up around XXXX XXXX on XX/XX/19. She called me and said the transaction had been cancelled. I said let me log in and see what is going on. I could not log in to the website and I still can not log in to the website. I have screenshots from two different web browsers showing the error. I finally was able to track the transfer with the ref # but it just said cancelled no other information. I call Moneygram and was told Moneygram cancelled the transaction and will not give me any further details due to security purposes and that I will never be able to use Moneygram services ever again. I can expect my REFUND in 3-10 days. ABSOLUTELY UNACCEPTABLE. If they cancelled the transaction due to security reasons and reasons they won't tell me, they should not have touched my money. The transaction was cancelled, therefore the authorization to access my account was also cancelled. I want these thieves held accountable and this pursued to the full extent of the law. False advertisement of a service they could not deliver, theft of funds from my account, withholding the reason why my transaction was cancelled but my money was still taken. I am also filing with the Attorney General. I need to know who to contact to file theft charges and damages for their deceptive practices. I want to hear from someone on this complaint - I have filed a complaint before and no one ever contacted me so I doubt it was ever investigated. The thieves in this country need to be held accountable just like with any other criminal.
Company Response: Closed with explanation

Timely Response

2019-01-30

Saint Charles, MD

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2019-01-29

Lexington, NC

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2019-01-29

Euclid, OH

Other transaction problem

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

Complaint: On XXXX the original transaction was made ( {$400.00} scheduled to send to XXXX ). On XX/XX/2018 this transaction was cancelled by me. At that time money was not withdrawn from my account and the same info was provided under my account on MoneyGram website. Unfortunately, money was withdrawn from the account but never sent to XXXX. I made a few attempts to receive money back by contacting this company via email, chat or phone call. Here is the fact. MoneyGram doesnt email finished chats to their customers saying that they are staying on customers account and only MoneyGram employees could see them. Chats : During those chats ( had at least five ) first, I was told to wait for 10 business days to get money back. Then I was told a few times money get back to the account in three business days. Once, I was told it was my bank mistake. Checked with XXXX too. I was able to copy only one chat. Other ones were closed so fast at the end that I couldnt do it. Emails : Company says that those issues can not be solved over email and provide the phone number. Phone calls : I was told to wait for three business days ( again ). Was not allowed to talk to a supervisor. On XX/XX/XXXX after another unsuccessful attempt to solve the issue I made screenshots of my transactions from my MoneyGram account ( original one and about transaction cancelled ). On XX/XX/XXXX I tried to login to my MoneyGram account and was not able to do so. My account was deleted by MoneyGram. I looked online and found other peoples similar complaints about dealing with MoneyGram fraud and their account being closed by MoneyGram. Also found some info about lawsuits against MoneyGram.
Company Response: Closed with explanation

Timely Response

2019-01-28

Holy Cross, IA

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2019-01-27

Arco, CA

Money was not available when promised

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

Complaint: On XX/XX/XXXX I sent {$1000.00} to a friend 's account in XXXX XXXX. The Moneygram site said the wire would take minutes to hours but as of today ( XX/XX/2019 ), the money has still not arrived. Moneygram withdrew the money from my bank account on XX/XX/2019. Despite three calls to Moneygram over a week, no one will tell me when the money will arrive or why there is a delay. I have submitted complaints online via messages in their website and I have called them and spoken with several representatives. The first told me that " there was a glitch '' and the money would arrive in my friend 's account in 24-48 hours. It never did. The two representatives I've spoken to since have told me they can not answer my questions and that I need to call back in 24-48 hours.
Company Response: Closed with explanation

Timely Response

2019-01-24

Long Beach, CA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2019-01-23

MO

Fraud or scam

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

Complaint: Hello, I'm Moneygram International costumer. Would you sent this message to Moneygram International Financial Department because I can not find their email address. Please! I just notify them that I never received the refund back transactions I made in XX/XX/2018, XX/XX/2018, XX/XX/2018. I canceled those 'cause the receiver no longer needed money. XXXX XXXX ref No : XXXX Amount : XXXX $ and XXXX XXXX Ref No : XXXX amount : XXXX $ XXXX XXXX Ref No XXXX Amount : XXXX $ Thanks!
Company Response: Closed with explanation

Timely Response