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

• 

  MoneyGram

  120 10 Ave N Creston, BC V0B 1G0

• 

  MoneyGram International

  5265 Glade Rd SE Acworth, GA 30102

• 

  MoneyGram International

  1077 Railroad St NW Conyers, GA 30012

• 

  Money Gram

  35404 US Highway 19 N Palm Harbor, FL 34684

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:02/06/2025

  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.

  In August 2023 we had a tenant pay his rent with a MoneyGram money order. Someone stole the money order from our drop box. The tenant stopped payment on the money order immediately and they said they would issue replacement within 2 days if money order was not cashed. They issued a replacement on 8-19-2024. WE HAVE NOT RECEIVED THE REPLACEMENT. Somehow in the next few days they sent an email with information on how to get the replacement. We did not see that email and cannot find it anywhere. They are saying it has been replaced so the case is closed. We are simply asking for the serial number of the replacement ********************** order, where it was mailed, who it was made out to, and IF IT HAS BEEN CASHED.If it is not cashed we would like another replacement money order issued. It is for $1000, serial number ********** on stolen ********************** order, case number from MoneyGram: ******** and ********.The tenant moved out shortly after this and is not cooperating with us in giving us the information MoneyGram has asked for.

  Business Response

  Date: 02/19/2025

  According to MoneyGrams records, the refund was processed on August 19, 2024, and details were emailed to the requestor. MoneyGram will issue a new reference number because the refund was not collected. The details will be sent to the email associated with the money order replacement case.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/04/2025

  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 purchased a $300.00 Money Gram money order on November 18, 2024, at Food Plus Market *********************************** for a car payment. I mailed it off on November 25, 2024 and a couple of weeks later I received notice that my payment was not yet received. I contacted Money Gram to see if the money order was cashed or stolen the automated system notified me the money order was not cashed and to go online to request a refund with a $45 fee. I requested a refund on December 29, 2024, I still had not heard from Money Gram after a couple weeks so I called again and was told by the automated service that a refund was processed on January 3, 2025, if I had not received a email confirmation to go online and file another claim. I emailed Money Gram on multiple occasions with no response. I still have not received my refund nor have been contacted by Money Gram.

  Business Response

  Date: 02/18/2025

  According to MoneyGrams records, on January 3, 2025, Ms. **** made a request, logged via case number ******74, processed as standard ($25 fee), which she chose online.The reference number email was sent to ************** email the same day.
  
  Ms. **** submitted a 2nd standard request, logged via case number******77. The reference number issued was resent on February 11, 2025, to both emails Ms.**** ********************** you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:02/03/2025

  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.

  Transaction ******** Case # ******** (permission to use passport only given by the sender)Case# ******** ( Ms ***** promised that fees will be refunded)Payee ********* ***** ****** On January 18th 2025 i made a $5000 transfer with MoneyGram, was charged $33.59 for fees The moneygram agent requests 3 forms of ID cards from the payee in ***-Haitien ***** to order payout.Numerous transfers were previously paid to the payee ********* ***** ****** where she always used her passport without any problems. She is no stranger to that moneygram agent. They claim MONEYGRAM REQUIRES 3 IDs. They refused to communicate with MoneyGram to obtain the waiver of EXTRA IDs (case #************ can only provide her passport.THEY REFUSED TO PAY THE TRANSFER.Therefore I should not be charged and should receive FULL REFUND of my fees.

  Business Response

  Date: 02/17/2025

  According to MoneyGrams records, the transaction was refunded back on January 25, 2025. ******* ******** opened a complaint requesting a refund for the fees. The complaint was upheld and a second refund of $33.59 was completed. The fee refund details were emailed to ******* ******** on February 6, 2025.  MoneyGrams records indicate the fee refund has not been collected. We encourage the consumer to review the email sent on February 6, 2025, for the fee refund details.
  
  MoneyGram apologizes for any inconvenience that this situation may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/02/2025

  Moneygram did return my fees to me, i was sent a refund. They also sent a 50% coupon toward my next transfer.

  So i am satisfied.

  Thank you to BBB for your HELP.

• Initial Complaint

  Date:02/01/2025

  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.

  Date of original transaction was November 18th Cancelled moneygram order on December 18th due to need to change country and reciever. Individuals affected by Hurricane ***** on isolated Union Island is SVG, therefore accessing the money from their gofundme as had complications. ******* was originally closest by boat, but required a change to another island in SVG for pickup. So canceled with intent to resend funds to SVG instead of ********** funds returned by moneygram, so after month I inquired through their platform by filing a complaint. I recieved an email that my refund was sent for review and recieved zero communication after this. Spoke with someone Jan 31st, again said I would be contacted the next day, but their records showed that they refunded the money, and it was now my banks responsibility. I affirmed there is no record of a return of my money between December 18th to that day. I was assured they would resolve it and I would be contacted Feb 1st. No contact happened so called again using their toll free line. Spoke with Justavo who refused to forward complaint case number by email, only would say number verbally and claim the complaint would take 90 days, 25 in best case senario. He refused to provide me an email for the complaint submission. He denied me his employee number. Asked to be transferred to supervisor, got ****** who claimed he was the highest department I could speak with. Also refused to provide a email confirmation of complaint, refused employee number, said his records show I was refunded the money, and it was now my banks obligation. When asking for the new complaint case number, he hung up phone. I can only assume no complaint was filed or submitted. No investigation has happened, and no request for my banking statements happened. My bank has zero record of them returning my cancelled moneygram of $225.99. No employee numbers or confirmation numbers were provided. They insisted my bank was responsible and to contact them instead.

  Customer Answer

  Date: 02/06/2025

  Good Morning,

  I have recieved 2 further communications, one Feb 3 and another this morning. Moneygram is still claiming that they have returned the money to me. This mornings letter said they did an investigation, however no documents have ever been requested of me like bank statements -- which show I have received no return or monies from them. They continue to suggest my bank is withholding the funds from me. 

  Business Response

  Date: 02/14/2025

  According to MoneyGrams records, on November 28, 2024, Ms. ********* completed a transfer for ****** (CAD) intended for payout to a receiver in *******. MoneyGrams records indicate that a refund of the transaction was processed on December *******, for ****** (CAD).
  
  **************** stated the refund was not received, MoneyGram reviewed the refund processing and confirmed with our online settlement team that the refund was successfully processed on December 18, 2024. Ms. ********* will need to contact her financial institution as MoneyGram does not have the funds.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because:  my banking records already shared to BBB clearly indicate that no refund had been received by my banking institution. In addition, this is the same reponse I have received for the fifth time. No investigation has occurred in which they have requested and reviewed my banking records. These clearly confirm no funds have been returned to me to this date, despite their records showing otherwise. 

  Business Response

  Date: 02/21/2025

  MoneyGram does not have the funds and is unable to provide further assistance. ************ will need to contact her financial institution directly.
  
  Thank you,
  MoneyGram Regulatory Governance 

  Customer Answer

  Date: 02/24/2025

  I have filled a investigative dispute through my bank since I used my debit card. Hopefully this will be more effective, as they continue to provide the same answer every time. Thanks for trying. 

• Initial Complaint

  Date:01/30/2025

  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 cancelled two money transactions and was told it would take 10 busines days to refund. After ten days the money was not returned. I called and was told they couldn't send the money back because of a glitch in the system and that it would be another 10 days. It has been ten more business days and my money has not been returned to me. You would think a finacial intitution would know what they are doing with money.

  Business Response

  Date: 02/13/2025

  MoneyGrams records indicate that Mr. **** previously raised a complaint about two transactions. The first transaction for $100.00 was completed on December 21, 2024,and the second transaction for $705.00 was completed on December 29, 2024. On December 30, 2024, Mr. **** requested a cancelation and refund for both transactions. MoneyGram attempted to process the refunds; however, the refunds were rejected by his financial institution with a message that stated the card was restricted.Because of this error, MoneyGram is not able to process the refunds. Mr. **** will need to speak with a card specialist at his financial institution for further assistance with refund processing.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 02/13/2025

  I am rejecting this response because: I talked with my financial institution and they have no such restrictions. This is a lie. I have been lied to several times. ********************** is responding to money gram corp. The charges are now being disputed and all information has been forwarded to them. Transaction numbers, case numbers and all communications. It would be much appreciated if there were no more resistence from the Money Gram party in returning what rightfully belongs to me.   

  Business Response

  Date: 02/21/2025

  MoneyGram has reviewed the additional comments provided by Mr. ***** Our position remains unchanged. MoneyGram is not in possession of the funds, and Mr. **** will need to follow up with his financial institution for assistance.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:01/29/2025

  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.

  Date of Transaction: July 23, 2023 Amount Paid: $410.00 Receipt#:10904258345/Case#:34903888 In or about July 23, 2023, I purchased a MoneyGram Money Order to pay my monthly ************* to **************. I mailed said Money Order via ***************************** to **************, at some point during delivery Money Order was stolen and altered too instead Pay To The Order of *********************, and cashed. On September 8, 2023, I filed a Police Report with the 32nd Precinct with a Police Officer ****, and assigned to a Dectective *******. I have reached out to MoneyGram numerous times for a refund to no avail.

  Business Response

  Date: 02/11/2025

  According to MoneyGrams records, the money order was cashed on August 1, 2023. Unfortunately,a refund isn't available.
  
  Please note that after the purchase of a money order, MoneyGram is not responsible for the acts of purchasers, payees, or others which may result in a dispute.
  
  MoneyGram apologizes for any inconvenience that this may cause.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:01/24/2025

  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 am confused by obviously varying rules that you have listed by the issuance of your money orders. I was told that I had 90 days for the funds to be valid. I purchased around 450$ worth of "duplicate" money orders at Cliffs to pay my rent which I gave to my landlords treasurer. She stole the checks from me and was allowed to cash them at ****** because she has a relative working there. The receipts were deleted from the computer by the associate. I had copied some of the numbers down but my records and receipts were taken as well. I am unsure why I don't qualify for a refund. It was cashed against company policy I hope no one verified the identity of the signer and I need to speak to someone because I have questions. Thanks for your time and consideration.

  Business Response

  Date: 02/07/2025

  The money order serial numbers and amounts were not provided in the complaint filed by Ms. ******** therefore, MoneyGram is unable to investigate her claims. To provide an accurate response, we will need the money order amounts and serial numbers to complete a thorough investigation. 
  
  MoneyGram encourages Ms. ******* to contact us for additional information about the status of the disputed items or respond to her money order replacement requests if any complaints/requests were previously filed.
  
  A refund of the money order is only available if/when the item remains uncashed and has remaining value. To determine if an item is eligible for replacement/refund, consumers may visit our website and enter their money order information to determine the status of the item. If it is determined that the item is eligible for refund/replacement, they can submit the request from there and it will be processed by our money order research team.
  
  Money order stubs should always be kept for records as proof of purchase. The money order number and stub will be needed if you ever need to contact MoneyGram about an issue with your money order.
  
  Money orders do not expire, however, money orders that remain uncashed after one year may be subject to a monthly service charge that will reduce the value of the money order. The amount of the monthly service charge can vary and can be found in the service charge section on the back of the money order.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 02/13/2025

  Enclosed are all the money order serial numbers that I can find and have recorded some that are not cash and I have asked for replacements and was denied and then one check specifically that was handed to me by the cashier and I noticed had an incorrect date on the ticket and I said something to the window/on camera. I heard the employees talking about how they were going to do it. They said delete specific items, use an old paycheck etc. This money order was cashed by my roommate who can be seen on camera in a blue Porsche in the parking lot on 12/20/25 around 4:00 pm when I first realized they were seriously cashing my mo's. Receipts were stolen, employees told me they were helping them (my roommates) out. I know 4-5 money orders were taken to PLS to be cashed and they were all made out to Angels House Shenstone. They then purchased their own rent receipts at *** using the cash. The names are ******** *****, ****** Danger, and ******* ******** and ******** *********. Three receipts were altered and some were deleted out of the computer. I would like to ask the police assistance for documenting all fraud activities that way I can press charges in hopes that I will get my money back I know that the records have been destroyed and I hope that you will be able to find everything appropriately. Two money orders of 110$ were purchased from Cliffs on ******** after Thanksgiving and were deleted from computer. Some male spoke with my room mate ******** about removing the receipt and she stole the stubs from my purse and took them to him, I believe she has a relative that works at the Greenville store. 

  Customer Answer

  Date: 02/13/2025

  Enclosed are all the money order serial numbers that I can find and have recorded some that are not cash and I have asked for replacements and was denied and then one check specifically that was handed to me by the cashier and I noticed had an incorrect date on the ticket and I said something to the window/on camera. I heard the employees talking about how they were going to do it. They said delete specific items, use an old paycheck etc. This money order was cashed by my roommate who can be seen on camera in a blue Porsche in the parking lot on 12/20/25 around 4:00 pm when I first realized they were seriously cashing my mo's. Receipts were stolen, employees told me they were helping them (my roommates) out. I know 4-5 money orders were taken to PLS to be cashed and they were all made out to Angels House Shenstone. They then purchased their own rent receipts at *** using the cash. The names are ******** *****, ****** Danger, and ******* ******** and ******** *********. Three receipts were altered and some were deleted out of the computer. I would like to ask the police assistance for documenting all fraud activities that way I can press charges in hopes that I will get my money back I know that the records have been destroyed and I hope that you will be able to find everything appropriately. Two money orders of 110$ were purchased from Cliffs on ******** after Thanksgiving and were deleted from computer. Some male spoke with my room mate ******** about removing the receipt and she stole the stubs from my purse and took them to him, I believe she has a relative that works at the Greenville store. 

  Customer Answer

  Date: 02/16/2025

  I believe the dates were altered on the computer system by the employees to disclose the nature of the transactions that I completed and trying to hide my receipts here is a replacement search request that I put in in December and I had just started working on Thanksgiving they sent me something telling me that the age which makes me think that it is a scam because it is sent from an employee you can see. I will be reporting this to the *** and I have already filed a police report I'm going to press charges on my roommates and follow any necessary actions. But I am indigent almost right now and really suffering because of this loss. I don't understand why my records cannot be found I have given you everything that I have like I said receipts were stolen from me my personal property as well. If you can reveal my previous correspondence or needed me other information from me please let me know. I am waiting for a detective on my case and will share any information that they share with me. 

  Customer Answer

  Date: 02/17/2025

  I am rejecting this response because:   I believe the dates were altered on the computer system by the employees to disclose the nature of the transactions that I completed and trying to hide my receipts here is a replacement search request that I put in in December and I had just started working on Thanksgiving they sent me something telling me that the age which makes me think that it is a scam because it is sent from an employee you can see. I will be reporting this to the *** and I have already filed a police report I'm going to press charges on my roommates and follow any necessary actions. But I am indigent almost right now and really suffering because of this loss. I don't understand why my records cannot be found I have given you everything that I have like I said receipts were stolen from me my personal property as well. If you can reveal my previous correspondence or needed me other information from me please let me know. I am waiting for a detective on my case and will share any information that they share with me. 

   

  
  

  Business Response

  Date: 02/26/2025

  The money order serial number ending in 5647 is not available for a replacement. According to MoneyGrams records, due to the age of the money order, a non-refundable service charge was imposed. This information is listed on the back of each money order. The money order has no remaining value.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:01/21/2025

  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.

  Hello ************* have been a client of MoneyGram with no issues in the past. I am a US citizen and a retired Police Officer. Got married in the *********** and in 2024 I transferred funds through numerou transactions to the *********** with no issues until one day suddenly account all the sudden was suspended. After contacting MoneyGram, they said it was a security issue without providing any further details. I contacted them again to get an explanation but they refused to explain. I tried to change my password on my Account since they mentioned it was a security issue but still I was not able to login to my account. Just today my Niece sent me funds from the ** through her account to the *********** but Moneygram immediately cancelled the transfer (Reference # ********). Finally my niece sent me the funds through "*************" with no issues ************** Tracking Number **********). I contacted MoneyGram through chat to voice my concerns and file yet another complaint and was told I had to wait 90 days for a complaint decision just like before. I have filed numerous complaints in the past and never received a resolution. I have been unfairly treated and have suffered stress because of MoneyGram. ***** ******* ********************** DOB ********** Cell ************ Thank you and I hope to hear from you Mr. *******

  Business Response

  Date: 02/05/2025

  MoneyGram's Response: MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns. In his complaint with MoneyGram, he indicated that he could not use our service.
  
  According to MoneyGram's records, Mr. ******* is currently restricted from using our services. 

  MoneyGram's business is subject to a wide range of laws and regulations globally, including various privacy, data protection, and compliance rules and regulations. Because of this, MoneyGram conducts periodic reviews of consumers' activities and may put restrictions in place. Due to security reasons, we are unable to provide detailed information about our review process.?

  
  When legitimate transactions are disrupted, MoneyGram hopes that our consumers understand that these inconveniences are the result of our dedication to protecting them. 

  
  MoneyGram acknowledges this isn't the outcome you may have requested; however, this decision has been made after careful consideration, and we apologize for any inconvenience this may cause you.
  
  Thank you,
  MoneyGram Regulatory Governance

  
  

• Initial Complaint

  Date:01/17/2025

  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 initiated a Moneygram transfer on December 2nd in the amount of $408 ($416.99 with fees). The recipient's bank account was frozen, unbeknownst to me at the time, so the transaction could not be completed. I requested a refund of the transaction. I had to repeatedly request this refund by submitting a form on their website, contacting them via the helpchat, and the telephone. I contacted Moneygram at least one dozen times to follow up on the status of this transaction. Each time I was told that the refund was approved, but there was an issue in initiating it. Each time I was told they were escalating the refund to their specialist department. I was told I could not talk with someone from this department directly. I was told to wait 10 business days for the refund. 10 days would pass, and still no refund would arrive. I would contact them yet again for an update, and was told again to wait 10 business days. This process continued through December, and until yesterday, January 16th. Finally, on January 16th I received both a REFUND and a SECOND CHARGE of this transaction, meaning they had charged my bank account $416, refunded $408, and then charged $408 again. I had to contact them AGAIN today to request a SECOND refund and was once again told they are escalating it to their specialist team and to wait 10 business days. It should not take a company this long to initiate a refund, I never receive any follow up emails even after REQUESTING ONE, and at this point I am still missing $408 in my bank account.

  Business Response

  Date: 01/30/2025

  According to MoneyGrams records, on December 1, 2024, Ms. ******** completed a transfer for ****** (USD) + 8.99 (USD) fee intended for payout to the receiver. The transaction, due to an unexpected technical issue, was canceled because of compliance reasons on December 6, 2024. The technical issue has been resolved and the transfer was successfully refunded on January 29, 2025. The standard refund timeframe may take three to ten business days depending on the consumers financial institution. 
  
  MoneyGram apologizes for the delay and any inconvenience this situation may have caused. 
  
  Thank you, 
  MoneyGram Regulatory Governance
  
  

• Initial Complaint

  Date:01/17/2025

  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 December 13th 2024, starting around 4:20 p.m. EST, I created and updated my MoneyGram Online account in order to try and upload money to pay to my apartment complex for my rent bill. Using my debit card linked to my primary checking account, I attempted to upload various increments of funds but kept being met with error messages while using the MoneyGram Online phone application. After making more attempts, I finally was permitted to complete the requests when I used increments of $300, which MoneyGram allowed me to upload in two separate transactions, each transaction having a $4.50 fee. The $609.00 was deducted immediately from my checking account, and I was attempting to upload another transaction of the same $300 amount, but my MoneyGram account was disabled. I immediately got in contact with MoneyGram's account services line at **************, the first call taking place starting at 5:17 p.m. and ending at 5:29 p.m., where I was informed that my account was disabled with no ability for reactivation, which was extremely concerning considering I had just uploaded $600 plus the $9 of fees and the account was immediately shutdown. I made a follow-up call that same night at 5:33 p.m. to try and escalate the issue but was met with no assistance from the representative and was instructed that my case has been escalated and I would be sent email confirmation from MoneyGram's escalation team, and I should expect to receive a paper check refunded in 14 business days. After multiple calls being made to MoneyGram throughout December and now January, I still have not received the refund and am concerned that they do not intend to resolve the issue as they initially outlined they would. I have been in contact with my credit union in which the funds were dispersed to MoneyGram from in order to dispute these charges so that process has also been started. I have record of all the calls I made to MoneyGram as well as their email responses.

  Business Response

  Date: 01/30/2025

  According to MoneyGrams records, a refund request was submitted for Mr. ****** on December 19, 2024. Since then, one of the transfers has been refunded via chargeback from ********************* institution.
  
  An inquiry has been opened with the vendor to confirm the status of the refund owed. Once MoneyGram has an update, we will notify Mr. ****** directly.
  
  MoneyGram apologizes for any inconvenience Mr. ****** may have experienced.  
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because: MoneyGram has provided false information in this response. The financial institution has not charged back either transaction and I am still in the dispute process with my financial institution regarding these same charges. MoneyGram's Escalation team communicates through follow-up emails that are sent days after phone calls occur, phone calls I make to try and acquire information as to why the refund has not been sent. I was informed for the first time over the phone yesterday, January 29th, by MoneyGram's *********************** line, that they are no longer at liberty to handle the refunding of the money since I have started the dispute process with my financial institution, and that I must communicate solely with my financial institution regarding future updates about the refund. I appreciate that MoneyGram has responded at all to my financial institution, myself, and the BBB complaint, but this response is unacceptable since it contains false information as of 8:24 PM EST on January 30, 2025.

  Business Response

  Date: 02/07/2025

  According to MoneyGrams records, a complaint was opened. MoneyGram is requesting ********* contact his financial institution for any refund concerns.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 02/07/2025

  I am rejecting this response because: The additional information provided by the business does not address any of the information that was provided by me when I rejected their initial response that claimed I had been charged back one portion of the refund. I have still been in consistent communication with my financial institution, and I am still awaiting the dispute process, which was proposed to take a maximum 45 days. I am still waiting for that process to conclude for updates regarding the refunded funds. MoneyGram's response here provides no additional solution-oriented information.