Business Profile

Money Orders

MoneyGram

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Complaints

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

Customer Complaints Summary

552 total complaints in the last 3 years.
148 complaints closed in the last 12 months.

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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:11/30/2023
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.
My account got blocked on 11/30/2023 for no reason and MoneyGram is not telling me why. I have been sending money to the same destination for the past two years never had any problems.
Business Response
Date: 12/13/2023
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.
To protect the safety of our customers, 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. If MoneyGram does not feel comfortable with a send activity or with the purpose of a transaction, the service could be declined.
Our records indicate that the profiled was closed because of a compliance review and cannot be re-opened.
We acknowledge this isnt the outcome requested; however, this decision has been made after careful consideration, and we apologize for any inconvenience it may cause ********************.
When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of dedication to protecting our consumers. We appreciate your comments, as we consistently review incidents such as these to improve our processes and procedures related to our customer service.
Thank you,
********************** Regulatory Governance
Initial Complaint
Date:11/29/2023
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 made several payments for my truck Thru moneygram out of ******* ******** *******.To American credit acceptance. They never received one payment I sent I used moneygram ever time. There are over 12 payments missing from my account.They are trying to come after my truck saying I never made those payments and I did. In Dec of 2021 I made a ******* dollars payment ******** credit acceptance never received. June of 2022 I made 3 payments of ****** equal ****** dollars never received. July 2021, August, September, October , November made 300. Dollars. All those are missing. July 2022, August 2022, October 2022, plus June 2023. I made ****** to ****** on those payments my truck should have been paid off being this year but it's not. No one from ******** credit acceptance call and told me they never received my payments. When I call money gram they don't have no idea about them. I used a different phone and address where I used to live at. No one will tell Me where my money is. Moneygram went as far saying that's not their Receipt has moneygram up in top corner of it. I just want my money back or paid to ******** credit acceptance on my truck like it was supposed. I sent email after email to moneygram trying to resolve this issue but no response back from them at all. Please help with this . If u need any other information please call me and i will give it to you.
Business Response
Date: 12/12/2023
Based on the information provided, MoneyGram is not able to locate the transaction. To further investigate, MoneyGram requests ********************** to contact us at ****************************************** and provide the transaction reference number, date, amount, sender and receiver name for each disputed transfer in order for us to properly investigate her concerns.

We apologize for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 01/09/2024
I give u a copy of the receipt I had. I'm trying find. The others receipt. I have to find now. I drop a axe on my head in it went 2 inches in my skull. I lost my memory all the time. But they trying to repo my truck even know I made all the payments. They received them except the ones thru money gram. I'm going lose my truck cause of this company that's not right. I paid my truck off with the extra money I sent thru money gram. I sent money gram a copy of the receipt I had they told me it was not their receipt. Even know it says moneygram on the receipt. I sent it thru ******* and *******************. Where did my money go? I hope u can get my money back for me. How I find out my truck loan company never got them was when I check my credit report. It showed me all my payments but money grams. Please help me on this. Thank you for your time and have a great day.
Business Response
Date: 01/19/2024
MoneyGrams express payment team reached out to the ****** for further investigation, but the ****** reported that they were unable to locate Ms. ********** account based on the information provided. ********************** will need to provide the account number used for the transaction and confirm the name of the ****** that the express payment was made to.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:11/29/2023
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 DATE 9/26/23. TRANSACTION #******** was suppose to be sent to ******* ASF, Account #********. Receiver Code ****. They never received my money. The money is lost. I had a 2nd transaction 10/12/23, reference #******** on 10/12/23, which they received. On 11/23/23 the complaint case was closed because they did not receive a response from the ******. I asked who was the ****** and the receiver code. No one will tell me who the ****** is and what the receiver code is. I was told verbally that *********************** received my money but would not respond. I tried to contact them myself and was told they did not receive my money because they do not accept MoneyGram.
Business Response
Date: 12/13/2023
MoneyGram appreciates the opportunity to review and respond to ************** concerns.
According to MoneyGrams records, ************ used our services to complete an express payment on September 26, 2023. The transfer was completed the same day.
************ stated that the transfer was not delivered to the ******, therefore MoneyGram requested that the transaction be rejected/refunded.
The ****** rejected the transfer and returned the funds back to MoneyGram, so we have processed a refund to ************ via new reference number. The refund details were sent to him via email.
Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:11/28/2023
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 was scammed by an individual in 2021, I filed a complaint with the better business bureau and Money Gram. Instead of them paying me back the 15k I was defrauded. They remove my profile on MoneyGram so I dont have the proof of the scam to file a case and they also block my profile so I am not able to use their service. Instead of treating their victim and help them. They dont take ownership of the fact they dont have the security measure to protect their clients and they also shame them and banned them after. One day, I will find an attorney and expose them for who they are
Business Response
Date: 12/12/2023
MoneyGram appreciates the opportunity to review and respond to Mr. ******** concerns.

We regret to know that ****************** was victimized using our service. MoneyGrams records indicate that ****************** has filed numerous complaints with us previously reporting this incident. MoneyGram is unable to issue a refund of any of the transactions as the transactions were paid out.

Once a consumer has transferred the funds, if a person claiming to be that transfers listed recipient, and presents valid identification, MoneyGram is contractually obligated to release the funds.

MoneyGram is a person-to-person money transfer service aimed at persons sending money to family and friends individuals you personally know and trust. If you ask MoneyGram to pay someone who turns out to have defrauded you or who fails to meet their obligations to you, MoneyGram is not liable as a result. Please visit our website for information on common scam tips and how to protect yourself.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:11/25/2023
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 have sent money trough MoneyGram and fell victim to scam, I reached out to them with a request for reimbursement since I hold them liable for not conducting CDD or EDD measures. They never responded to my request.
Business Response
Date: 12/08/2023
MoneyGram appreciates the opportunity to review and respond to **************** concerns.

Once a consumer has transferred the funds, if a person claiming to be that transfers listed recipient and presents valid transaction information with photo ************************************* is contractually obligated to release the funds. When a transaction is paid out to the intended receiver, a refund is not available.

MoneyGram would like to express how sorry we are that you were victimized using our services. Information regarding your transaction has been recorded by the appropriate fraud teams, who are working to prevent future MoneyGram transactions from being used as a part of a fraudulent scheme.

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 daily.

MoneyGram attempts to educate consumers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming victims to fraudsters. Please visit www.moneygram-preventfraud.com for more information, MoneyGram provides scenarios to be very suspicious of,and some ways to protect yourself.

MoneyGram will share information regarding your money transfer and complaint with a complaint database used by national, state, and local law enforcement in the U.S. and other countries. If you do not want us to share your personally identifiable information with this database, please call ************** and we will honor that request unless applicable law requires us to provide your identity to law enforcement.

Protecting yourself from fraud:

MoneyGram is a person-to-person money transfer service aimed at persons sending money to family and friends individuals you personally know and trust. If you ask MoneyGram to pay someone who turns out to have defrauded you or who fails to meet their obligations to you, MoneyGram will not
be liable as a result.

As part of our active leadership position in educating consumers about common scams and giving them the tools to protect themselves, weve launched www.moneygram-preventfraud.com,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. We will be more than happy to assist the police in any investigation they make. We can provide all necessary transaction information to the police, if they send us legal request.

If you have any additional concerns which we have not addressed, please contact us at ************************************************* mention case number ******** in all future correspondence with us regarding this matter.

Thank you,
Resolution ********************
Customer Answer
Date: 12/12/2023
I am rejecting this response because: Explanation in the file attached.
Business Response
Date: 12/20/2023
MoneyGram appreciate the opportunity to address **************** concerns.

Unfortunately, a refund is not available as the funds have been paid out. MoneyGram understands that this is not **************** desired outcome, however, this decision has been made after careful consideration. MoneyGram apologizes for any inconvenience this may have caused.

MoneyGram appreciates your comments, as we consistently review incidents such as these in an effect to improve our processes and procedures related to our customer service.

Thank you,
Regulatory Operations
Customer Answer
Date: 12/21/2023
I am rejecting this response because Money Gram, never told me why I am not liable for Reimbursement. They said refund is not an option. I never asked them to conduct refund, Please refer to allegations and explaine why I am not liable for Reimbursement.
Initial Complaint
Date:11/23/2023
Type:Product Issues
Status:
ResolvedMore 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 10/23/2023 I sent an online transfer for $800 to the recipients bank account. I provided the reference number and when the recipient went to the bank he was told the funds werent available. The funds were withdrawn from my BofA account. I spoke with customer services and was told they will open an investigation ( could take up to 3 months!) A case was opened; my MoneyGram account has been locked and I lost access to it. When I didnt hear back for a month. I contacted customer service again via email and received the following response; however, the funds are no longer needed at the destination and I am still trying to get the money back.November 22, **** Resolution of Case ******** MoneyGram has completed the review of your case which relates to a potential error or problem with your money transfer transaction reference number x** In your communication with MoneyGram you indicated that the following occurred:Funds delivery is delayed After completing our investigation, we have determined that an "error" may have in fact occurred with your transaction. We apologize for the delay in the funds being made available. Our records show that the transaction was successfully deposited.As such, you are *********** a refund in the amount of $ ****. This amount represents:The transfer fee you paid with this transaction $ **** Please use the Reference Number x** to collect the refund at any MoneyGram Location in US.To obtain your refund, you will need to complete a MoneyGram Money Transfer Receive Form at the agent location. When completing this Receive Form, please identify, MoneyGram as the Sender in both the first and last name sections of the Receive Form where it requests Sender information. Please fill in your personal details at Receiver information section. Please bring this reference number and a valid form of identification (such as a State ID or Drivers License) to the agent location to facilitate the disbursement of transaction to you.
Business Response
Date: 12/05/2023
MoneyGram appreciates the opportunity to review and respond to ************** concerns.

According to MoneyGrams records,************ used our services to complete a transfer of funds on October 23, 2023,to her receivers account in **********. The funds were successfully credited to the account on October 23, 2023.

************ has stated that the funds were not delivered and requested that the transaction be refunded.

Once an account deposit transfer is sent, the transaction can only be refunded if the receiving partner agrees to reject the transfer and return the funds to MoneyGram. Our records indicate the receiving partner responded to the refund request and advised that refund was not possible as the funds were credited to the account provided at the time that the transaction was sent.

MoneyGram is not able to refund the transfer to ************ as we are not in possession of the funds.

MoneyGram apologizes for any inconvenience that this may cause.

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 Answer
Date: 12/07/2023
I have reviewed the business response and accept this resolution. Even though it took me almost 2 months to recover the funds.
Initial Complaint
Date:11/21/2023
Type:Delivery 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.
Good afternoon I am launching a complaint against Moneygram International, I sent money abroad to my brother 3 days ago and nothing has been received to date and they are still giving me a valid reason as to why my receiver has not gotten the money yet. Today I sent more money and also my receiver has not gotten the money sent according to them money is expected at the receivers end in minutes which is not true at all..please keep me informed...*******************
Business Response
Date: 12/04/2023
MoneyGram appreciates the opportunity to review and respond to our consumers concerns.

According to MoneyGrams records, ******************* raised a complaint before the expected delivery date of November 22, 2023.

Our records indicate that ******************* sent funds from the US to a receiver in ***** on November 21, 2023. The transaction was successfully received on November 21,2023. The transaction has not been rejected or refunded by the payment processor.

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
Initial Complaint
Date:11/20/2023
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 made 4 transfers through Moneygram in US funds ($5,000 each) on October 26 and 27, 2023. I was in ******* at the time (sold my father's house), and sent the money to my daughter *************************************** in ******. All 4 transactions were confirmed to go through, and all of them were directed by *********** employee to my daughter's bank account, of which she got an email confirmation. However, her bank only received the first 2 transfers. All our attempts to find out what happened with the last 2 transfers didn't get any results. I opened several cases with Moneygram, and so did my daughter. None of her cases were addressed, and replies to my cases were just attempts to place responsibility for lost transfers on ***********. This morning my daughter called ***********, and they replied that they're only responsible for the paperwork, and all transactions are done by Moneygram. We also wrote to Moneygram separately asking to provide financial data regarding missing transfers, to which we got no reply. With all that, it's been a month, and after 90 days Moneygram stops looking for lost transfers. I also paid US$360 for these transactions, and I want this money back along with original US$10,000 due to complete ignorance of Moneygram employees and total inability of the company to investigate its own wrongdoings.
Business Response
Date: 12/04/2023
MoneyGram appreciates the opportunity to review and respond to Ms. ************* concerns.

According to MoneyGrams records, **************************** used our services to send funds from ******* to receiver in ****** on October 27, 2023. Our records indicate the funds were paid out to the receiver via e-transfer to their bank account on October 30, 2023. As the funds were paid out, a refund is not available.

The second transfer was sent by a 3rd party; therefore, they will need to contact us directly with any questions or concerns regarding the transfer.

MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 12/04/2023
I am rejecting this response because: Since I wrote this complaint, I managed to receive one transfer on November 27. My daughter cried when she was calling about this transfer to Moneygram. It's been a month since I sent it, therefore I request a refund of US$180 fees for this transfer, and the one which hasn't been received. Both transfers were sent to my daughter's account by e-transfer. Moneygram has an e-transfer department, which is responsible for safe delivery. My daughter called ************ and they confirmed that they have no access to the information about e-transfers, therefore it's still Moneygram's responsibility to deliver those e-transfers. I know that Moneygram was sued several times for losing transfers, not providing adequate customer service, and neglecting their customers complaints (there is a case against them in the US right now). In order to resolve this complaint, I need:
1. Written information from Moneygram E-TRANSFER DEPARTMENT with the root of my last transfer, and delivery of this transfer to my daughter's bank account ASAP.
2. Refund of two fees of US$180 each for late delivery of my last 2 transfers (I'll notify the 3rd party that he can claim his part).
Best regards, ***********************************
Business Response
Date: 12/13/2023
According to MoneyGrams records, the transaction was made available for the receiver who provided correct reference number to successfully claim the funds.

Please note that the receiver opted to have the funds deposited to their bank account via E-transfer, which is subject to the terms and conditions of the ********** service provider. MoneyGram contacted the *********** who further confirmed that the transaction was completed successfully. Receivers are required to follow up with the service provider *********** at ************** directly regarding any disputes.

As the transfer was processed successfully, a fee refund is not available. MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 12/14/2023
I am rejecting this response because: *********** phone number provided by Moneygram is not for customers, it's for *********** employees. I called this number, and was advised to call *********** customer service instead at **************. When I called customer service, they said that *********** does e-transfers through Moneygram system and it doesn't have access to information about the root of e-transfers. My daughter called *********** also, and was given the same answer. Even when I escalated the case to *********** supervisor, I was advised that the terms and conditions on Moneygram services handled by *********** say that *********** and Moneygram are independent entities and are not affiliated with one another. The resolution of any issues arising from use of Moneygram services are solely between the customer and ********************.
Please provide me with exact root of these two transfers (e-transfer reference numbers ******** and ********). One of them was received a month after it was sent, on November 27, but I don't know which one. The last one is still missing. If it's not found, Moneygram owes me CAD6,628,62 plus two fees of USD$180 for not delivering the transfers on time.
Customer Answer
Date: 01/26/2024
Hello,
I attached the response email from **************************** with clarifications and a link to Moneygram terms and conditions. There is a ticket number at the bottom if you decide to call *********** yourself.
Best regards,
***********************************
Customer Answer
Date: 03/07/2024
I haven't been able to access my funds, because they were not transferred by Moneygram. I'll attach the screenshot of my daughter's e-transfers since October 2023. Can you, please, ask Moneygram to provide documented history of my last transfer and where it ended up? This information is stored in their system, and *********** used this system to send e-transfers to my daughter's bank. Thank you!
Business Response
Date: 03/22/2024
As MoneyGram stated in response to Ms. ************* previous complaint, our records indicate that **************************** initiated a transfer on October 27, 2023.The receiver opted to have the funds deposited to their bank account via e-transfer deposit. Our records, and the agents response, further indicate the funds were successfully deposited to the receivers account without delay.There is no refund available as the funds were successfully transferred.

The second transfer mentioned in the complaint was sent by a third party, therefore MoneyGram cannot assist further. The sender of the transfer will need to contact MoneyGram if additional assistance and/or investigation is needed with the delivery of the funds. MoneyGram can be contacted directly at *******************************************

MoneyGram has previously provided the above investigation results related to two of the four transfers. We were unable to locate previous complaint(s) for the other two transactions. MoneyGram was only able to locate two transactions that were initiated by ****************************, and a complaint has only been raised on one of the two. We need **************************** to provide additional details to further investigate.This information should include confirmation of how many transfers were successfully received/deposited as well as the reference numbers, send date,sender name, receiver name, and amount for all four transactions associated with the complaint. This information can also be sent directly to MoneyGram at *******************************************

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 03/29/2024
I am rejecting this response because: Moneygram never did anything to properly investigate, why my last transfer wasn't deposited to my daughter's bank account, and the one before that was deposited 1 month later. They conveniently lost all information regarding the transfers in question. I have it, however, and I will provide this information again.
On October 26, 2023 I and my friend, *****************************************, initiated 2 transfers from ********, *******, to my daughter, *************************************** in ******. They were both for US$5,000 each, and they were deposited to my daughters bank account successfully (Transfer numbers ******** and ********). On October 27, 2023, I and ***************************************** initiated another 2 transfers for US$5,000 each to my daughter, ***************************************. These two transfers , number ******** and ********, were lost by Moneygram. The transfer signed by me, transfer ********, was delivered a month later, and the last transfer, signed by *****************************************, was never delivered. I opened several cases (cases 32407440, ********, 32542310, 32859243, ********, 33901666), and so did my daughter. None of the cases gave us an answer, where is my last transfer, and why the one before that was a month later. In case ******** Moneygram requested a permission from ***************************************** for me to act on his behalf, which was obtained and emailed to Moneygram on 02.16.24 along with copies of our passports. I never got a reply to this email.
Since now I have this written and signed permission, I am asking again to give me a direct route of my last transfer and a definite answer on where it ended up. I will attach a screenshot of my daughter's bank account page with three transfers deposited, a copy of the transfer which was never delivered, last case with Moneygram, requesting a permission to act as a third party, and my response to that, the aforementioned permission and a copy of ***************************************** passport. I will send these documents to *********** Ombudsman, as well, as they are investigating this matter also. If you need a translation of the permission to act as a third party, please, send a separate request, as I can only attach 5 files to this response.
Business Response
Date: 04/03/2024
Please see MoneyGrams response below:

REF #XXXXXX98 **************************** reported that funds for the transfer were delivered a month later, but MoneyGrams records indicate that transfer was deposited on time. The transfer was initiated by **************************** on October 27, 2023. The funds were paid on October 30, 2023, via e-transfer. E-transfer XXXXX48 was delivered October 31, 2023.
REF # XXXXXX17 The transfer was initiated on October 27, 2023. The funds were paid on October 30 *****, via e-transfer. According to our records, e-transfer XXXXXX44 was delivered on October 31, 2023.
REF # XXXXXX12 This transfer initiated by *************************** on October 26, 2023. The funds were paid on October 30, 2023. Our records indicate the transfer wascdelivered with delay to the receivers account of November 28, 2023, via e-transfer. The fee has been refunded to *************************** via new reference number. Instructions for collecting the funds were sent via to her via email April 3, 2024.
REF # XXXXXX27 The transfer was initiated on October 26, 2023. The transfer is on hold. Per our records, MoneyGram has not previously received a complaint from the sender or receiver for this transfer.The transfer is on hold pending additional verification. MoneyGram will need to speak with the receiver for funds to be released. Please have the receiver contact MoneyGram via phone, toll free at ************.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 04/07/2024
I am rejecting this response because: I am rejecting this response because: This is a lie that Moneygram has not previously received a complaint from the sender or receiver for this transfer. The receiver, ***************************************, opened several cases with Moneygram regarding missing transfers: ********, ********, ********, ********. To all of them she received automated responses claiming that the transfers were received. I'll attach the screenshot of the response. She called also multiple times, and they always make her cry, not providing any help. I can't put her in a danger of a nervous breakdown because your employees are negligent, poorly trained and simply don't care about wellbeing of their customers. The last clerk said to her that your company has records of all the phone conversation with customers, please, check them out.
To this day, no one at Moneygram told me or my daughter, why those transfers were put on hold. What right do you have to hold my money (which in normal circumstances will be considered stealing)?
My daughter called about the transfer on hold, that you said will be released (REF # XXXXXX27), and the clerk said to her, that this transfer has expired, and the money will be released to the sender, and has to be re-sent. You had my money on hold for 5,5 months, not taking any steps to find out where it is or why it's being held, and now you're saying that the transfer has expired? This was my money, which I asked my neighbour to help me send (I was in ************, which is a very unsafe region, and also just 30 km from the Ukrainian border, where the war is going right now). I provided money for the transfers, and I paid all the transfer fees. I sent you *********************************** written permission for me to act on his behalf, and a copy of his passport. I'll attach them again to this letter along with the translation and a copy of my passport.
Please, release the money to my daughter or to me through the new reference number, like you did with my delayed transfer earlier. This US$180 was the only money I actually received so far after opening this case. Thank you for that.
Again, please, issue reference numbers for my missing transfer and the transfer fee I paid for it. Until I receive all my money in full, I am not closing this case, or the cases I opened with *********** and *************** of ******. I will continue with legal action if nothing else helps, but in this case I'll also be claiming moral losses.
Business Response
Date: 04/18/2024
MoneyGram has completed an investigation regarding Ms. ************* concerns. We apologize for any difficulties she may have experienced using our services. While we strive to provide our customers with the highest degree of service, there are times when a problem may arise, and we regret that **************************** may have been inconvenienced. MoneyGrams records indicate that the transaction has now been cancelled and refunded.

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 on-going 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.

A refund in the amount of $5180.00 has been processed and made available for the sender to collect with a new reference number. The refund details were sent via email.

We appreciate your comments and would like to assure you that MoneyGram regularly reviews incidents such as these to continually improve our processes and procedures related to customer service.

Thank you,
********************** Regulatory Governance
Customer Answer
Date: 04/22/2024
I am rejecting this response because:
In spite of my request to refund the lost transfer to me or my daughter (the receiver), and in disregard to *********************************** written permission for me to act on his behalf, the lost transfer was returned to the sender, along with the fee. It took him a lot of time, effort and nervous energy to send this money to my name again, which was finally done on April 19, 2024. I received the money, but because the exchange rate was different, I lost $20 on the exchange. Also, I didn't get my transfer fee (US$180) refunded, because ********************* had to pay this money to re-send the transfer. No one explained to me why my transfer was held by Moneygram for 6 months.
This is unacceptable. Please:
1. Explain to me the reason for not releasing my transfer to my daughter for 6 months, in spite of all the cases opened by her, and all the phone calls she made.
2. Refund US$180 transfer fee, because the transfer was delivered 6 months after it was sent.
3. Reimburse $20 which I lost due to exchange rate difference.
I am attaching the documents to this message, proving that the transfer was re-sent, and the refunded transfer fee was paid to re-send this transfer, and there was a difference in the exchange rate.
Initial Complaint
Date:11/18/2023
Type:Customer Service Issues
Status:
ResolvedMore 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 won the moneygram fast money giveaway sweepstakes. I received an email asking me to fill out an affidavit. I completed the affidavit and sent it as requested on October 6th 2023. I was supposed to receive an email with a reference number so I could track my prize within 10 days. I didn't receive the email. I contacted customer support via email and didn't receive a response on or around the end of October 2023. I contacted customer support again on November ********* informing them of the situation. I also filled out the affidavit again. I sent messages to their FB account as well. I have not received a response. I would like to receive my prize. The prize is $200. I had to enter my checking account in order to get prize direct deposited.
Customer Answer
Date: 11/21/2023
I spoke with them and I was told they are now working to fulfill my prize.
Initial Complaint
Date:11/14/2023
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 October 7, 2023, my husband traveled to ****** for his brothers graduation & lost his wallet. Trying to quickly send funds, I used MoneyGram, but entered the wrong account number. Three hours later, with no confirmation, I realized the error. Reviewing screenshots with my brother-in-law, he noted the wrong transit code. I contacted MoneyGram, initiating a "case" with a ***** day resolution timeline. Sending a corrected transaction the same day, it was confirmed received within 1.5 hours.A week later, I contacted MoneyGram for an update, learning they requested information from the bank. Despite being unclear about needed details, they advised waiting. Consulting my brother-in-law's bank, a three-way call confirmed only the second transaction was received. The bank clarified that a wrong transit code would lead to rejection, with funds held for 10 days before returning to the sender. Reporting this to MoneyGram, they instructed waiting for the case resolution.After 30 days, I received an email claiming the case concluded, stating no refund was due. They asserted the transaction was correctly processed, which contradicted the bank's information. Responding to the email, I requested an appeal & discovered my MoneyGram account, active for almost 2 years, was wiped clean. Fortunately, I had screenshots of every transaction, providing reference numbers for my appeal.1st Transaction (Unsuccessful): Reference No. ******** for $400 sent with $1.59 fee. 2nd Transaction (Successful): Reference No. ******** for $400 sent with $1.99 fee. I will be sharing my experience on all platforms because MoneyGram clearly lacks integrity & cannot be trusted. I am not confident that MoneyGram took their time to investigate this matter before trying to convince me the money ******* family has no paper trail of receiving was received. Had they took their time to carry out a thorough investigation, I would not be forced to highlight their incompetence for the world to see.
Business Response
Date: 11/22/2023
MoneyGram appreciates the opportunity to review and respond to ******************** concerns.

According to MoneyGrams records, ******************* completed a transaction on October 7, 2023, for credit to her receivers account in ******. The funds were successfully credited on October 10,2023.

******************** stated that she sent the transfer using the wrong account details and requested that the transaction be refunded.

Once an account deposit transfer is sent, the transaction can only be refunded if the receiving partner agrees to reject the transfer and return the funds to MoneyGram. MoneyGrams records indicate the partner responded to the refund request and advised that refund was not possible as the funds were credited to the account provided at the time that the transaction was sent.

MoneyGram is not able to refund the transfer to ******************** as we are not in possession of the funds.

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 Answer
Date: 11/23/2023
I am rejecting this response because: THIS IS A LIE!!!! How can the funds be credited to an account that doesnt exist???? This information was confirmed by the institution themselves!!! And if I have to drive to *******, ****** to get this information in writing from the bank I will do just that!!!! The same day I made my initial complaint to the BBB I also sent an email to Moneygram asking for all the supporting evidence used to come to their resolution of my case and I have yet to receive response! I provided my drivers license, and a second request, still nothing! In addition to that, ALL of my online transactions were wiped clean/ deleted and my email and phone number appears to be blacklisted. So Moneygram pretty much blacklisted me because of what exactly??? Moneygram 100% lacks integrity and accountability but they have the right one because I will fight this to the end of time!
This is my 3rd request, please provide me with ALL supporting evidence including the response from the receiving institution in ******.
Business Response
Date: 12/02/2023
MoneyGram reached out to the partner to ask for a recall/refund of the transaction, but the partner advised that a recall/refund of the transaction was not possible as the funds were credited to the account number provided by the sender. To date,the transfer has not been rejected nor refunded by the receiving partner.MoneyGram is not able to refund the transaction as we are not in possession of the funds. We apologize for any inconvenience and consider this matter closed.

The proof of deposit has been sent to ********************* directly via email.

Thank you,
MoneyGram Regulatory Governance

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