ComplaintsforMoneyGram

Money Orders

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Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Moneygram Ref #******** On March 12, 2024 I sent $4500 (+ ****** discounted fee) as a partial payment for a car I am helping my son to buy. Money Gram CANCELLED the transaction On 3/12/2024. I Did not find this out until the individual went to pickup the money and was told there was some issue and they could not give him the money. After finally talking to someone at ** I was only told it was being investigated. After numerous calls I was told I would receive a full refund within 10 business days. On the 11th business day I called again. At one point I was told the money was refunded. It was not, Was then told there was a restriction on my card, I contacted my bank and was told there was no restriction. I have lost out on the deal for the car because of this. I have filed a complaint with ConsumerFinance.gov. and also am filing a complaint with the ************************** I have my receipt and copies of email received from MG in response to my complaint but do not know how to "upload" to send. I am happy to send if there is another way. It is now April 18, 2024 and I do not have a refund.
Business response
05/02/2024
MoneyGram appreciates the opportunity to review and respond to **************** concerns.

According to MoneyGrams records, ************** used our services to initiate a transaction on March 12, 2024.

Our records indicate that a refund was attempted on the following dates: March 12,2024, March 29, 2024, April 1, 2024, April 11, 2024, and April 19, 2024. A restriction is in place on the card/account used with **************** financial institution, which meant the refund cannot be completed successfully.

The restriction is still in place as today April 30, 2024.

************* will need contact her financial institution to have the restriction removed for the refund to be processed. If they are unable to have the restriction removed, MoneyGram will have to wait 180 days from the transaction date to take further action.

MoneyGram apologizes for the delay and any inconvenience that this may have caused *************.

Thank you,
MoneyGram Regulatory Governance
Customer response
05/02/2024
I am rejecting this response because: I have contacted my financial institution on more than on one occasion. They have assured me that there is no restriction of any kind on my account or card. Is it possible to obtain a copy of my recorded calls to MG?
Customer response
05/02/2024
I am rejecting this response because: I have contacted my financial institution on more than on one occasion. They have assured me that there is no restriction of any kind on my account or card. Is it possible to obtain a copy of my recorded calls to MG?
Business response
05/09/2024
MoneyGram has previously informed ************** that a restriction is in place on the card that was used therefore a refund cannot be completed. This restriction is in place by **************** financial institution. MoneyGram had made several attempts to issue a refund. ************** will need to her financial institution to have the restriction removed, if they are unable to have the restriction removed,MoneyGram will have to wait 180 days from the transaction date to take any further action.

The restriction on the card is still in place as of May 7th. MoneyGram cannot assist unless the restriction is removed or 180 days from the date of the transaction has passed.

Thank you,
MoneyGram Regulatory Governance
Customer response
05/09/2024
I have been assured REPEATEDLY by my bank that there is NO restriction on this card or account. I have used my card may times since this fiasco started, I returned have some merchandise and received a refund to my card with no issue. This can only mean that MoneyGram is doing something wrong. Why can't they reach out to my financial institution to help clear this matter up. I have attached a Dispute Form that I filed with my financial institution that they have submitted to Master Card.
Customer response
05/09/2024
I am rejecting this response because: My bank has assured me REPEATEDLY that there is NO restriction on this card or account. I have used my card many times since this fiasco started and I have had no issue with purchases or refunds. This can only mean that MG is doing something wrong.
*************************
CONTACT INFORMATION FOR MY FINANCIAL INSTITUTION
***************************** Credit Union
****************
*******, ** 38107
************ or ************
Customer response
05/27/2024
MoneyGram has finally returned my money. Thank you for your assistance with this.
***********************
Customer response
05/28/2024
I just wanted to let you know that MG has refunded my money. Thank you for your assistance in resolving this issue. Sincerely, ***********************
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 3, 2024 I requested a Moneygram transfer of $750USD from my US based ********** to Moneygram in ********************** in the local currency. Transaction number: *********. Moneygram advised that the transfer would be ready in three days. After five days, on April 7, 2024 when the transaction still had not gone through, I canceled it. Today is April 18 and I still have not received my money back from MoneyGram despite 3 communications to the business.
Business response
05/02/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.

MoneyGram is working with its partner to process the refund as soon as possible. We apologize for the delay and any inconvenience that this may have caused *************.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased the $120. M.o. to pay on property taxes. Mailed it in. When i wnt to the city to verify what i sent in to what is owed, it came up short. I submitted a copy to the MoneyGram tracer center over a yr ago but had to get proof from city records that payment wasnt received. For all of 2021 no payment. MG claimed they could not see that it was cashed but refused to reimburse me.
Business response
04/30/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ************ concerns.

According to MoneyGrams records, an email was sent to ************************** on April 18, 2024,informing her know that the money order she requested a refund on was cashed in November 2021.

As the money order has been cashed, a refund is not available.

Thank you,
MoneyGram Regulatory Governance
Customer response
05/04/2024
I am rejecting this response because:
2 yrs ago they told me they could not find anything on the **** Now they claim it was cashed. Well I need to know who cashed it. As it states the acct written on the top of the receipt that it was for me property taxes. I also submitted a copy of the property tax report of payments that it was not received; as it is not documented as a payment to the acct. I would need a copy of who it was paid out to, to determine if it ever made it to River Rouge Treasurers office.
***********************************
Business response
05/13/2024
MoneyGram has emailed ************************** on April 18, 2024, informing her that the money order she requested a refund for had been cashed in November 2021. A photocopy of the money order was included in the email.

As the money order has been cashed, a refund is not available. MoneyGram has responded to Ms. ************ concerns and considers this matter closed.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an online payment to ************* thru moneygram on January 3rd. ********* did not receive the funds and moneygram is refusing to refund me. My bank has closed the case and told me to press charges.
Business response
04/30/2024
MoneyGram appreciates the opportunity to review and respond to **************** concerns.

According to MoneyGrams records, the transfer was initiated on January 3, 2024. MoneyGram had received a chargeback on January 19, 2024, resulting in loss to MoneyGram. On January 22, 2024, the transfer was rejected by the receiving institution and the funds returned to MoneyGram, cancelling out the loss to MoneyGram. As the funds were reversed by **************** financial institution on January 19, 2024, for refund back to him, a refund is not due by MoneyGram.

************* will need to contact his financial institution for further assistance.

The online profile was closed as per MoneyGrams terms and conditions because of the chargeback that was received.

Thank you,
MoneyGram Regulatory Governance
Customer response
04/30/2024
I have reviewed the business response and accept this resolution.
Customer response
04/30/2024
I have still not been refunded.
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sent a money gram via CVS pharmacy, i paid in cash and the payment for my rent was reversed, money gram hasnt help me get my money back and it been over 2 months
Business response
04/29/2024
According to MoneyGrams records, the agent confirmed that no funds were collected from the consumer at the time of the transaction. Therefore, no refund is due.

The transaction was rejected and returned, and credit was issued to the agent that processed the transfer. No refund is available.

Thank you,
MoneyGram Regulatory Governance
Customer response
04/29/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was sent funds through MoneyGram. When I attempted to pick up the funds, I was told I would not receive the funds and to tell the sender to get a refund. When I asked why? The MoneyGram Operator in the ******* services desk stated: She couldn't tell me. There was no information in the system as why I was denied services.This occurred at the ******* in ***********, **, @About, 3 PM, on April 13, 2024.
Business response
04/26/2024
MoneyGram appreciates the opportunity to review and respond to Mr. ******** concerns.

The sender completed a transfer on April 11, 2024, intended for payout to Mr. *******.According to MoneyGrams records, the transaction was placed on hold pending additional verification with the sender, then later refunded back to the sender per their request.

To protect the safety of our consumers, and to meet our compliance requirements,MoneyGram actively reviews transactions amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. If MoneyGram does not feel comfortable with a send activity or with the purpose of a transaction, the service could be declined.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/13/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I tried to cash a money order in early January 2024, which the bank informed me that it was over 6 months so I had to contact Moneygram for a replacement. I did, paid the $25 fee and got one reissued. I saved it until April trying to save funds, and nowhere in the replacement email did it state that the reference number to obtain the Replacement money order expires in 90 days. I have been trying to contact someone to get a new reference number, but numerous emails, call attempts to their one 800 number, live chat, nothing has been successful and I get the runaround. Live chat tells me to call the number. Number every time states that they are too busy and to go to live chat. email tells me to live chat. Super frustrating and it has been weeks now.
Business response
04/25/2024
MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns.

According to MoneyGrams records, a new reference number has been issued for the money order.

You will need to visit a MoneyGram location in ***************** and complete a MoneyGram Money Transfer Receive form. When completing this form, please include the following information:

Reference number: 93552553
Senders Name as MONEYGRAM MONEYGRAM
Receivers Name: YOUR NAME
Destination: *************
Amount of the money order in USD

Please bring this reference number and a valid form of identification to an agent location to complete the request.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Money Gram website instructed that I had to pay $18.00 to get a record/report of a cashed money order I purchased on 9/1/23 for $250.00 for my rent that my property manager said they never received. Money Grams website did indicate that the money order was cashed in December 2023. On 2/6/24 at 10:39 a.m., I went to Rite Check Cashing #** and paid $18.00 to Money Gram. (see receipt attached). The website said that I had to wait a few weeks. Its been a couple of months, and I havent received anything via email, snail mail, or text. When I tried to call Money Gram, unless you had the report, there was no way to get through to someone. There isnt a menu option to speak with a representative unless you have something from them. I need the report for a court appointment to show due diligence on my part and proof of who cashed that money order. For the most part, I want the documents I paid for. However, I would like to be reimbursed if I don't receive it. I prefer the former rather than the latter. Thanking you in advance for your assistance.
Business response
04/25/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ********* concerns.

According to MoneyGrams records, the photocopy of the money order was emailed to Ms. ******** on April 18, 2024.

MoneyGram apologizes for any inconvenience Ms. ******** may have experienced.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Requested and paid for transaction history on December 2023 , they promised they will provide it in 10 business days but still never get any thing. My spouse also requested separate history and was recently provided after they file complaints to bbb. I need my history for legal purposes please send immediately.
Business response
04/25/2024
Mr. ******* request has been escalated to the appropriate team for processing and the requested information will be sent to **************** directly via email.

Thank you,
MoneyGram Regulatory Governance
Customer response
05/02/2024
I am rejecting this response because: This issue has been already escalated for many months with no progress and same empty promises to send the transaction history to my email.
This recent response from Moneygram is not any different than previous responses.
I wont consider this matter resolved until they actually deliver on their promise and send the transaction history to my email.
Business response
05/09/2024
The requested historical records have been sent to Mr. ********* again via email on May 3, 2024, to ****************** (complete email redacted for privacy). The email address from MoneyGram is ************************************************. ********* will need to check his inbox and spam folder for the email.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
04/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They took my money out of my debit card 4 days ago and they still have not made the money transfer. Online money gram says the transfer has been pick up , that is not correct and a lie.
Business response
04/26/2024
MoneyGram appreciates the opportunity to review and respond to ****************** concerns.
According to MoneyGram's records, ************** used our services to complete a transfer on April 8, 2024. The funds were successfully transferred to the receiving partner for deposit to the receiver's account on the same day.
MoneyGram's records indicate that the funds were successfully deposited to the intended receiver's account.
Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.
Thank you,
MoneyGram Regulatory Governance
Customer response
04/26/2024
I am rejecting this response because: Money gram lies the money was transferred 3 days later .
Business response
05/03/2024
While MoneyGram endeavors to ensure it has robust procedures in place to ensure that appropriate due diligence is always carried out by our agents when sending or receiving a money transfer,unfortunately issues may arise.

MoneyGram has sent details directly to ************* regarding the refund for the transfer fee paid in the amount of $1.99.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

MoneyGram apologizes for any inconvenience ************* may have experienced.

Thank you,
MoneyGram Regulatory Governance

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