MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC

2018-12-28

Queens, NY

Problem with customer service

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

Complaint: I am trying to get a refund of a Moneygram money order that was partially cashed at my bank. This is a process that I started XX/XX/18, and still not have resolved. I only received a credit for {$60.00} from a {$990.00} money order when I originally deposited this money order at my bank account with XXXX XXXX XXXX. Since I no longer have an account with XXXX XXXX XXXX, they can not credit me the remaining {$930.00} left on the money order. They say that Moneygram needs to make me whole by issuing me a refund for the remaining balance. I agree with this. I have made numerous calls to Moneygram customer service through XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have also been in contact with their corporate office. On XX/XX/18, a person named XXXX from corporate told me I should expect a refund from XXXX XXXX XXXX. I have made 4 followup calls with XXXX and left messages, and I never once got a callback. XXXX XXXX XXXX tells me they never heard from Moneygram and don't know about a refund. Moneygram has also sent me 3 letters telling me I need to go my bank branch, and have a banker call Moneygram to confirm that XXXX XXXX XXXX did not issue me that credit. I did that twice and wasted an hour of my time and the bankers time each time. Nothing has come of it except that Moneygram says I need to do it again. On XX/XX/18, the banker even sent an email, as requested, verifying everything Moneygram asked. Followup calls to Moneygram determined that Moneygram could find no record of that email. I have a copy of that email if necessary. All I want is for Moneygram to refund the balance of the money order that was never credited to me. I have jumped through all their hoops, and wasted so much of my time, and still I have nothing. They have my money and will not give it back.
Company Response: Closed with explanation

Timely Response

2018-12-28

MI

Other transaction problem

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

Complaint: Complaint is on Money Gram service, where I tried to send {$1100.00} to my sister due to an emergency. I used my charge card and the transaction is pending, and Money Gram notified me that the money was ready for pick up. When my sister, XXXX XXXX tried to pick up the money, she was told to have me call Money Gram. They transferred me on the phone, around and around until I finally got someone to say that they were cancelling the transaction, due to suspicious circumstances, whatever that means. I gave them all my information, including my license number to no avail. Each person I was transferred to was more and more frustrating to deal with. Eventually I used another service agency with no problems at all. The problem that I have now is that they cancelled the transfer, yet did not reverse the transfer with my charge company, so the transfer still shows pending, and I have my available money with my visa held up in this pending situation. All of the details are on the attachment enclosed. I will never be using this company again. Although I have used this company many times in the past, never have I had such a problem, with them offering no real reason for what they did.
Company Response: Closed with explanation

Timely Response

2018-12-27

Fraud or scam

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

Company Response: Closed with monetary relief

Timely Response

2018-12-26

Bakersfield, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-12-24

OH

Money was not available when promised

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

Complaint: I sent {$600.00} from XXXX through MoneyGram Payment Systems on XX/XX/2018 with a promise for the money to be delivered on XX/XX/2018 through the reference # XXXX. The receiver was denied payment after several attempts by going to the MoneyGram location in XXXX despite the fact that receiver had all necessary documents include Identification, and the number. No reason was given to the receiver. The receiver contacted me ( sender ). I physically had to go to the XXXX, to be told that I need to call Moneygram. I called XXXX on XX/XX/2018 at XXXX XXXX EST while at the XXXX premises after several automated responses was connected to XXXX. I provided all my information only to be told that the sender has to call XXXX and if cant get a resolution to visit MoneyGram site and if they didnt get the resolution they should inform me ( sender ) and then I need to call MoneyGram. I told him they have gone to the MoneyGram several times and have not received the money. I told him to refund the money so I can collect and send through XXXX XXXX. He said he couldnt do that. I asked him to call the sender now and he stubbornly refused. I asked him the reason and he bullshitted me with that MoneyGram has to fulfill international regulations for {$600.00} that he couldnt do anything at that time. I was frustrated and asked him for the address of the MoneyGram complaint center, he told me I should dictate tell him and he will lodge the complaint on my behalf, I refused and told him I can find the address on internet. I knew the financial hardship of the receiver and called international number 3 times to get connected the receiver in XXXX and told them that I will send additional {$600.00} to them or will arrange for the money through my family in XXXX. While on two separate numbers I told XXXX XXXX that was the name he gave me ) of the frustration and I will have to take it up with the CFPB. Upon hearing it he asked me to wait and came back online and asked me to ask the hangup on the receiver so that he can call the receiver. After few minutes he came back online with me and informed me that he has all the information and the money will be available after 10 minutes. All this took over 30 minutes of my time standing in the XXXX with everyone listening and severe financial hardship for the receiver. I trust the strong US financial regulation and was sure to get my money back, I didnt trust MoneyGram. I had already called my brother in XXXX and asked to wire transfer XXXX immediately to a family who is financial hardship. SHAME ON MONEYGRAM FOR THEIR UNPROFESSIONALISM AND STUBBORNESS.
Company Response: Closed with explanation

Timely Response

2018-12-24

Fayetteville, NC

Other transaction problem

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

Company Response: Closed with monetary relief

Timely Response

2018-12-22

PA

Other transaction problem

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

Complaint: I have an online account at MoneyGram and attempted to log on to complete an international funds transfer. I could not log in at all and kept getting an error message saying to try again later. I called the company and after several minutes, the rep told me my account had been " permanently closed '' and that I should try another money transfer company. I asked why this occurred and was not given an answer. I asked to speak to a supervisor. The rep said none was available, but there was a person there with more " authority '' than the rep. I spoke to that person who gave me the same blanket response. He eventually said sometimes accounts are closed for the " protection of the consumer. '' I explained that I personally knew the person I was sending the funds to and asked for the close to be lifted. He said he could not do it and directed me to the website 's customer support section. I filed a complaint there, got a " support tracking number '' but have had no response. I also went in person to a MoneyGram location the next day XX/XX/18 to attempt to transfer the funds, but the transaction was cancelled and would not go through. I send funds frequently internationally, as I am a XXXX and send these funds to the people we support there. I need this service to be restored and I need to be able to access my online account.
Company Response: Closed with explanation

Timely Response

2018-12-21

Bridgeport, CT

Other transaction problem

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

Complaint: Hello, I sent XXXX to XXXX on XX/XX/18. The money was debited from my bank account immediately. I got a message saying that it will take 3-4 business days to process which was unusual normally the recipient can pick up the money on the same day. The transaction showed Pending for an entire week. After that, the transaction showed Cancelled, no explanation. I did not cancel it. All this time, I never got an email from MoneyGram. I emailed MoneyGram twice, no answer. I want my XXXX plus the XXXX fees. Transaction no. is XXXX. Thank you
Company Response: Closed with explanation

Timely Response

2018-12-21

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-12-20

Tarzana, CA

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-12-20

Carver, MA

Other service problem

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

Complaint: I use MoneyGram to send money to my relatives in XXXX ( XXXX XXXX ) several times per year. My most recent transfer was on XX/XX/2018. MoneyGram promises a free phone call for the sender to inform the recipient about the transfer and to give the recipient the " Reference Number '' for the transfer. When I was about to make the free phone call, I noticed that my receipt did not show the information for the free phone call. The XXXX # plus the PIN that's needed to make the phone call were missing. The MoneyGram Receipt Jacket has printed instructions on how to make the phone call, and includes the MoneyGram Customer Service phone number. I called the MoneyGram Customer Service phone number to get the PIN number so I could complete the free phone call. I spent more than 15 minutes being taken through several menu items, none of which applied to my issue. When I finally got to speak to a live person, he informed me that I had the wrong number. He gave me a new number for MoneyGram Customer Service ( different from the customer service number on the receipt and on the receipt jacket ). The person who responded to this second number, told me that he could not give me a PIN number, and that I have to go back to the agency ( XXXX XXXX ) where I made the money transfer. When I contacted XXXX XXXX, they said they do not control the giving out of the PIN numbers, or what's printed on the receipt. All this is controlled by MoneyGram. XXXX XXXX took my information and contacted MoneyGram for an explanation of the situation. XXXX XXXX told me that MoneyGram informed them that they had discontinued the free phone calls from XX/XX/2018. However, I found this to be untrue because I sent money from the same agency on XX/XX/2018, and got the free phone call then. There was no notice that the free phone call would be discontinued. I find that whenever I need to contact MoneyGram Customer Service, they usually provide false information. They usually give the customer the run-around to avoid taking responsibility for solving a problem. If MoneyGram does not improve on the way they treat customers, they should not be allowed to continue doing business. I pay them {$9.00} to send {$150.00}, and they pay a very low exchange rate in the destination country. So they are making money on both ends. At least, if they discontinue the free phone call, they should have the decency to be upfront with that information, and not mislead customers.
Company Response: Closed with explanation

Timely Response

2018-12-16

Rosenhayn, NJ

Fraud or scam

Money transfer, virtual currency, or money service: Foreign currency exchange

Complaint: An XXXX man contacted me through XXXX! I accepted his friend request. We continue contact each other with another application names XXXX. I felled in love with him and then he told me he need money to put a XXXX business. I sent him {$2000.00} by Money Gram. He lives in XXXX XXXX and his name is XXXX XXXX XXXX XXXX. The Reference number from the money gram was XXXX. I called to Money Gram company and I make a report as soon I sent this money and I realized this guy just use me like an object. I also contact this company on XXXX-18 to follow up my complaints but they told me that I lost my money and they didn't rebursement any money. But I want also to prevent that other women 's been in the same situation to know foreign guys through internet.
Company Response: Closed with explanation

Timely Response

2018-12-13

Coolidge, AZ

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-12-11

Colo Spgs, CO

Fraud or scam

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

Complaint: XX/XX/XXXX My money was stolen and used to make money orders that were transferred else where. I contacted MoneyGram, the company that transferred the transferred the funds as well as the company to which the money orders were drawn on. the representative refused to help me and deleted my MoneyGram account, thus destroying the history of these transfers. the money orders were stolen to begin with I never authorized the use of my information or funds to create the money orders. the money orders were purchased from XXXX XXXX in XXXX XXXX, LA, I was able to obtain receipt copies of the purchase. XXXX XXXX was unwilling to provide any assistance other than the copies of the receipts. There are six money orders in totaling which add up to the amont of {$2500.00}. I filed reports with the police as well as FTC, which announced that MoneyGram will have to begin to reimburse consumers, for facilitating fraud and allowing money to be displaced. All and all the receipts are as follows all made on Terminal XXXX : {$500.00}, {$500.00}. {$490.00}, {$490.00}, {$490.00}, {$10.00}. On XX/XX/XXXX I sent an email to MoneyGram about this again, and filled out a Money Order Search document, and was charged {$40.00} to try to located the fraudulent items which were created from money stolen from me and were transferred to someone own to me.
Company Response: Closed with explanation

Timely Response

2018-12-08

WA

Money was not available when promised

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

Complaint: On XX/XX/2018. I sent {$2000.00} to XXXX through XXXX to XXXX XXXX XXXX powered by MoneyGram using my debit card. My relative in XXXX was not able to pick up the money due to some error on MoneyGram 's end. So the next day, I went to XXXX located at XXXX, Washington on XX/XX/2018, to get a refund and try to send it again. I was able to get a cash refund which I sent it back immediately to the same location and person. Again the receiver was not able to pick up the money. So, I went to XXXX located at XXXX, WA again on XX/XX/2018 to ask for a full refund. The agent at that location called MoneyGram to get a reference number so that they would refund my money back. This time the agent told me that MoneyGram claims that the money has been refunded. The agent was on the phone with MoneyGram for couple of hours. They refused to refund my money back. At the end of the conversation with MoneyGram on XX/XX/2018 that they said that they have to investigate and told me to call them back on Friday, XX/XX/2018. So, today, XX/XX/2018 I called MoneyGram back and they provided me with a reference number. So the very same day I went to XXXX to get a refund but they couldn't refund it back to me. Again the agent at XXXX was on the phone with the representative for MoneyGram. The representative told me that now the time for investigation is 90 days and they can not refund my money back. I have to work hard for my money. I am sending this money to my relatives so that they can have a joyful holiday. I need answers and I need my money back.
Company Response: Closed with monetary relief

Timely Response

2018-12-07

Lewisville, TX

Other transaction problem

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

Complaint: I have tried to send an international money transfer using online services of company MoneyGram. I've been using them for years for the same exact service. But this time it was very different. I sent the transfer on XX/XX/2018 ; the amount is {$480.00} directly deposited from my bank account. The company charged {$25.00} fee, so the final amount was {$500.00}. They withdrew the full amount from my bank account of Tuesday, XX/XX/2018. However, the transfer was not available for pick up till late night on Thursday, XX/XX/2018. When the receiver tried to get the transfer, it was declined for some unexplained " security '' issues. I have to note one more time that I do this operation once a month for years, so if there were security issues they should have been cleared by now. When I talked to an agent of MoneyGram they said that they will credit the money back to my account but it might take up to ten business days. So MoneyGram is working my money out in their own interest and don't feel obligated to return it. I just hope this issue will be resolved and other people will not have to deal with this problem trying to return their own money back. There are many other money services to use without having to deal with money fraud.
Company Response: Closed with explanation

Timely Response

2018-12-06

TN

Other transaction problem

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

Complaint: On XX/XX/2018. I did a money transfer through Moneygram, and was denied service by an error i received on their site. The site told me to contact a Moneygram help number tel : XXXX. The help representative assisted me by asking me questions then after i answer his questions I was told that Moneygram did not feel comfortable with making my transfer and then canceled my transaction. I was also told that the service will no longer be available for me and that they had already deleted my account on the site. I had also given Moneygram all my account details for verification including my name, date of birth etc. When i asked for a reason why my account had been deleted he told me he could not disclose the reason that my account was erased that it was in the policy of the company. I cant make another account on the site using my card that did the transaction. I was able to make a transaction via a Moneygram on site location. The only service that seems to be affected is their online transaction service. I have used Moneygram for about 2 years in the past and this is the first time i have ever encountered such a fierce action against my account associated with this case.
Company Response: Closed with explanation

Timely Response

2018-12-02

AR

Fraud or scam

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

Complaint: MONEYGRAM MUST FURNISH ALL DOMESTIC AND INTERNATIONAL WRE TRANSFERS MADE TO XXXX AND OTHERS.. XX/XX/XXXX-XX/XX/XXXX SEE MONEYGRAM REWARDS NO.XXXX, SEE XXXX XXXX XXXX RECORDS.
Company Response: Closed with explanation

Timely Response

2018-12-01

Downers Grove, IL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-11-28

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-11-25

Atlanta, GA

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2018-11-23

Davie, FL

Money was not available when promised

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

Company Response: Closed with monetary relief

Timely Response

2018-11-21

Murray, UT

Lost or stolen money order

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

Company Response: Closed with explanation

Timely Response

2018-11-21

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2018-11-17

Auburn, CA

Fraud or scam

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

Company Response: Closed with explanation

Timely Response