Complaints

This profile includes complaints for MoneyGram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MoneyGram

  2828 N Harwood St Fl 15 Dallas, TX 75201-1518

• 

  Money Gram

  755 Bergen Avenue Jersey City, NJ 07302

• 

  MoneyGram International

  5265 Glade Rd SE Acworth, GA 30102

• 

  MoneyGram International

  505 Pleasant Hill Rd NW Lilburn, GA 30047

• 

  MoneyGram International

  1077 Railroad St NW Conyers, GA 30012

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 6, 2025 I went to ******* paid $80 plus 2.99 for money gram to pay ******* Wireless home internet service (invoice# **********). I call money gram they tell me that ******* received the money. I call ******* on the number provided on the billing statement and they said that they did not received payment. I called money gram 1/10/25 to open claim to confirm payment received. Money gram gives me a case number ******** and tell me to give them 10 days to responded. I call money gram after the 10 days they tell me again that ******* received the money. I call ******* they tell me that they did not received the payment from money gram. The 80 dollars that I paid by money gram is either with money gram, ******* or someone in between, this is fraud. I planning to open a claim to *************************** to investigate this matter if I dont get closure.

  Business Response

  Date: 03/14/2025

  MoneyGram appreciates the opportunity to review and respond to Mr. ****** concerns.
  
  According to MoneyGrams records, a transaction was sent and processed using MoneyGrams bill payment services on January 6, 2025. MoneyGrams records further indicate that ******* confirmed the receipt of the funds, and confirmed that the account has a zero balance.
  
  MoneyGram apologizes for any inconvenience Mr. ***** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance
  

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction was made with Moneygram $79 sent September *******.with their required fee $1.99 making total paid $80.99. Transaction canceled.Money was not returned. Reference number 21932201.Recipient ******* ********

  Business Response

  Date: 03/14/2025

  MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.
  
  According to MoneyGram's records, Ms. ***** completed a transfer on September 14, 2024. The transaction was canceled and refunded on September 25, 2024. The refund was successful and has not been rejected nor returned.
  
  The standard refund timeframe for processing is three to ten business days, depending on the consumer's financial institution. Ms. ***** will need to contact her financial institution with further questions as MoneyGram is no longer in possession of the funds.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 23, 2025, a person opened up a Moneygram account in my name and tried to send money from my personal bank accounts to a person in *******. I was alerted by my bank institution about the possible fraudulent charges and as able to to stop them from being completed. It was at this point that I realized a Moneygram account was opened in my name. The fraudulent account used my name, email address, and had my banking information. The additional requested information was not mine (address, phone, date of birth). Moneygram used no other checks to ensure the account holder was indeed who they said they were, and did not flag anything when multiple transfer were attempted but denied by my bank. I went through the necessary steps to delete my account and remove my information from Moneygram's data base, as I was not the actual person to create the account, and I was denied. I appealed the decision, stating all the information a second time, and again was denied by Moneygram. I was told that I could go into a location to speak to an individual in person but due to laws and regulation they would be unable to fulfill my request. The fact that my identity was stolen and the account was fraudulent I find this unacceptable and that Moneygram should have exemptions but also better security steps when opening an account to ensure the participant is indeed who they state to be.

  Business Response

  Date: 03/11/2025

  To protect against identity theft, MoneyGrams Terms and Conditions do not permit using another consumers account. Only the person whose name is on the profile can create it, and all the financial information entered must belong to them as well. Our security system noted that the reported MoneyGram Online account indicates high risk and will permanently stay closed.
  
  MoneyGram takes consumer fraud very seriously and is constantly working to combat fraud and other criminal abuse of its service. In doing so, it liaises with police and international law enforcement agencies on daily.
  
  We also try to warn customers wherever possible of common fraudulent techniques and advise them on how they can minimize the risk of becoming victim to fraudsters. Please visit ******************************************* for more information. MoneyGram provides scenarios to be very suspicious of,and some ways to protect yourself.
  
  As part of our active leadership position in educating consumers about common scams and giving them the tools to protect themselves, weve launched *******************************************,a dedicated website that not only provides useful information but also details several common types of scams, such as sweepstakes and lottery scams,grandparent scams, check overpayment scams, mystery shopper scams, relationship scams, Internet purchase, etc.
  
  In addition, we hope you find the following links useful:
  
  *******************************************************
  
  If you have not already done so, please report your claim to your local authorities.
  
  MoneyGram advises to contact your financial institution to cancel the Credit Card/Debit Card related to the account as it was accessed by the unauthorized 3rd Party.
  
  If you have any additional concerns that we have not addressed, please contact us at *******************************************
  
  Kind regards,
  Resolution Assurance Department
  ______________________
  MoneyGram International

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their services once and they held my money for no reason

  Business Response

  Date: 03/11/2025

  MoneyGram is subject to a wide range of laws and regulations globally, including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews of consumers activities.
  
  To meet our compliance requirements, MoneyGram actively reviews transactions and,from time to time, may put restrictions in place.
  
  According to MoneyGrams records, the transaction was canceled and refunded on January 27, 2025. The funds were credited to the initial payment source. A refund can take up to three to ten business days, depending on your financial institution.
  
  MoneyGram apologizes for any inconvenience you may have experienced while using our service.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 3 money orders from money gram in march of 2023. I sent all ofbthem to the United States treasury. They sent them back to me a few months ago stating they didnt need them any longer. I tried to return them for cash which was not an easy task and tried calling them repeatedly only to get a message and never giving me an opportunity to talk with somebody. I did figure out how to fill out a form on line for each individual money order, and they were @ccepted. A few weeks later I get an email saying they were not accepted because they were to old. They state it says so on the actual money order itself, which with a magnifying glass it does, but that is insufficient . Even with perfect vision no human being could read it, and l are led to believe money orders are safe. Had I written a check, I would never have lost my money. I feel this is a bad business practice and they should not be a Lowed to just keep my money. I can see a fee perhaps, but Ibwas not in control of these money orders to begin with, and why would any company get to keep the money when not fulfilling the purpose I bought them for. I feel I deserve my money back. I was not told they expire when I purchased them, and expecting anybody to be able to read the notice in microscopic letters is not reasonable. If they cant write it so human beings can read it, thats an unfair business practice. I want my money back.

  Business Response

  Date: 03/07/2025

  According to MoneyGrams records, Ms. ***** submitted money order replacement requests for three money orders. Our records indicate that Ms. ***** was provided with responses to the three requests. The refund of money order 21********88 was processed on January 17, 2025. The remaining two money orders were not available for a refund as no value remained due to the applied service charge because of the age of the items.
  
  If a money order is not used or cashed within one year from the date of purchase, a non-refundable monthly service charge is assessed. This service charge is deducted from the face amount of the money order. The service charge agreement is located on the back of each money order.
  
  MoneyGram is very sorry for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a money transfer to an account using ********************** mobile app and the money was not deposited into the account. When I reached out to MoneyGram they responded and said the money was picked up at location. The money transfer was an account to account transfer and should have been deposited into the account number I provided as shown on the transaction record. I am requesting your help for MoneyGram to refund my money to the debit card used.

  Business Response

  Date: 03/06/2025

  According to the complaint, Samba ***** stated that the transaction was not deposited by the disclosed date of availability.
  
  After completing our investigation, MoneyGram has determined that no error occurred.  Our records show that the transaction was successfully deposited on November 21, 2024.
  
  MoneyGram apologizes for any inconvenience.
  
  Sincerely,
  _____________________
  
  ******************** Department
  P: **************
  Email: ********************************************************************
  
  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.

  Customer Answer

  Date: 03/06/2025

  I am rejecting this response because:   MoneyGram did not deposit the money to the account and the response they provided did not answer the concern I raised nor did they provide proof showing the person I sent the money received it. Moneygram need to provide the Identification presented by the person they gave the money to.

  This is not acceptable; I paid for a service and the service was not executed, nor was I refunded.

  Business Response

  Date: 03/19/2025

  According to MoneyGrams records, the funds were successfully deposited into the receiver's intended account using the information provided by the sender. The processing partner confirmed that the funds were delivered and are, therefore, not available to be refunded.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/19/2025

  The attached email confirms MoneyGrams recent response is inconsistent with a response they provided previously indicating someone picked up the money. MoneyGram has not provided any evidence confirming the money was deposited to the account I requested. It is clear they are not telling the truth. Where is the bank evidence showing it was deposited to the account  number I provided?

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a couple of moneygram money orders rhar I received from a customer I have tried numerous times to get these money orders cashed but my. Bank refuses so I tried to get a refund from moneygram and they said that it was expired and had no value. Their website says there is mp expiration. And when I was quoted a price foe the fees it wasn't the whole amount of the money order . This company has deceptive business practices and I will continue to file. Complaints with anyone I can until.a resolution is made. YoU CANNOT JUST TAKE SOMEONES MONEY AND SHURG IT OFF LIKE IT DOESNT MATTEE. IM TIRED OF THESE BUSINESSES TAKING ADVANTAGE. NEXTCOMPLAINT WILL BE TO ATTORNEY GENERAL!!!

  Business Response

  Date: 03/05/2025

  According to MoneyGrams records, Ms. ******* money order, serial number 21*******31, is not available for replacement. Our records indicate that due to the age of the money order, a non-refundable service charge was imposed, as indicated on the back of the money order. The money order has no remaining value.
  
  If a money order is not used or cashed within one year from the date of purchase, a non-refundable monthly service charge is assessed. This service charge is deducted from the face amount of the money order. The service charge agreement is located on the back of each money order.
  
  MoneyGram apologizes for any inconvenience Ms. ****** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around Nov I opened an account / profile with MoneyGram at the time they conducted a transfer reference number ******** and ******** Which I did not receive nor authorize. I believe I should be refunded in the amount of $1044.99, and $1016.99 Additionally, I requested a Physical card on my MoneyGram account, After changing my password. I requested a Physical card for a MoneyGram "Bank Account/Checking account" on 12/11/24. I received the card and activated it. Upon activating the card, I began using the account to make various purchases. Doordash, **** Eats, Modo US, Wal-Mart, and *** Thumb. The account seemed normal, I was loading funds from my external debit card into the account. Which is from my External ********* account(**********). After Loading funds in when I was actively using the account all the sudden on 02/19/2025 I receive an email that states, My Account has been closed. That I requested this closure and if I had any questions call in to customer service. I called into customer service, the agent was beyond rude and told me they cannot assist me and that I needed to wait for a specialized team to respond. I advised that I had over $1527.** in the account, I also advised that I would like to pickup my money from a ******* Location, and or to have it sent to my external bank account. I advised I did not close the account. ********************** has yet to contact me and they are still holding my funds. MoneyGram **************** will not tell me what caused the closure, and told me they had another profile registered in my name that I did not register. Later through the day they DEACTIVATED MY PROFILE. Without warning, again no contact from MoneyGram. I feel like MoneyGram stole my funds and they refuse to release my $1527.00 that I am entitled too. I also believe I did not violate any MoneyGram rules for my transactions, and I believe my account was closed in error for no reason. MoneyGram should provide my refund as I requested. I am entitled to my funds.

  Business Response

  Date: 03/05/2025

  According to MoneyGrams records, Mr. ********* online profile is closed due to chargebacks received on transactions that were processed from it. The chargeback investigation cases are open, so he must work with his financial institution for additional information.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   This is false. No chargeback has been submitted on the account. ********************** closed the account before anything was documented with the bank or financial institution. MoneyGram stole $1527.00 which was the balance at the time the account was closed. This was a **** Funds transfer that was deposited into the MoneyGram account by Modo US. These are my funds in which I am entitled to. MoneyGram told me they are keeping the funds in the account and that they closed the account because they were not comfortable with the activity. Yet they couldnt explain what activity they were uncomfortable with. No law grants moneygram rights or access to confiscate someones funds that are deposited into the account by legal means. These are my funds that were remaining in the account at the time of account closure. This doesnt resolve my issue as money gram is still holding the $1527.00 in which they are not entitled to.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have used Moneygram many times no problem. This time, Friday 2/14/2025, I sent a larger amount, about 1/4 of the maximum they permit setting. Online it now asked for Drivers License information, which I provided. No explanation provided that I need to call in to provide even more information. Just noticed, AFTER it accepted the money transfer, which it indicated was in progress, a, i sign in orange next to the transfer. The receipt showed in progress. I decided to call today, Monday, 2/17/2025, & spoke to *** in the ***********, who said he needed to forward the call to a Specialist Team or some such, to collect more information; the agent who then took the call was **** from *****. I was then put through what I consider a harassing, demeaning, intrusive, disrespectful list of questions about my own money, that I work for, that I am paying to send, and which I am a free person, in a free country, able to act freely. She said if I did. Or answer the questions, they would abort my money transfer my bank indicated was already paid for. She asked my relationship to the sender (my family member), the reason I am sending the money, how do I communicate with my family member - in what mode, when did I last see my family member in-person, my family members phone number, & will I be sending my family member money again in the future, etc. If Moneygram will be treating customers in this way, they need to alert customers in bold letters/clearly that if you send X amount, you will be required to call in & suffer interrogation. This then allow the customer to determine if they want to be subjected to, in my opinion, this derogatory treatment. They also need to Not withdraw the senders money and payment, prior to making this demand. No-one needs to be belittled when paying for a service & treated as if they are criminals. I asked for a ***************** from ***** refused. This situation needs to be immediately addressed & corrected.

  Business Response

  Date: 03/03/2025

  MoneyGrams business is subject to a wide range of laws and regulations globally, including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews of consumers activities.
  
  To protect the safety of our consumers and to meet our compliance requirements,MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. Security measures have also been put in place to prevent our consumers from becoming victims of fraud scams. If MoneyGram does not feel comfortable with the activity of the sender/receiver or with the purpose of a transaction, the service could be declined.
  
  According to MoneyGrams records, the transaction was released for payout to the receiver after additional verification was completed with Ms. ******* We understand the inconvenience that the verification process may have caused Ms. ******* When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences result from our dedication to protecting our consumers.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their service and the transaction was canceled and they said to redo it which i did. Refund should be 10 to 15 business days at first. December 4 is the refund date and i waited but it was not there. I tried to ask for a supervisor or manager. Someone even pretended to be one. But couldnt resolve issue. I lost also work hours because of the situation and the run arounds. Until now they havent send my money back.

  Business Response

  Date: 03/03/2025

  According to MoneyGrams records, on December 3, 2024, Mr. ********* completed a ***** (CAD) transfer from ******. The transfer was canceled and refunded on December 4, 2024. The standard refund timeframe can be up to three to ten business days.
  
  As Mr. ********* stated that the refund was not received, the complaint was forwarded to MoneyGrams online settlement team for further review and investigation. They have confirmed that the refund was successfully processed on December 4, 2024, and that the funds have not been rejected or returned by ************************ institution. He will need to contact his financial institution with any further inquiries, as MoneyGram does not have the funds.
  
  Thank you,
  MoneyGram Regulatory Governance