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 International

  5265 Glade Rd SE Acworth, GA 30102

• 

  MoneyGram International

  505 Pleasant Hill Rd NW Lilburn, GA 30047

• 

  MoneyGram International

  8097 Tara BLVD Jonesboro, GA 30236

• 

  Moneygram

  Ave FD Roosevelt Centro Commercial Caparra Guaynabo, PR 00968

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:06/04/2025

  Type:Service or Repair 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 did a instant money transfer on June 2 and they still have not delivered the money or has put my money back to my account

  Business Response

  Date: 06/17/2025

  According to Ms. ******** complaint, she indicated that the transaction was not delivered to her receivers account.
  
  After completing an investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.
  
  MoneyGrams records indicate the transfer was deposited to the bank account number entered at the time of sending the transfer on June 4, 2025, therefore a refund is not possible. 
  
  Please note that if you are using MoneyGrams service to direct your transfer to a bank account or another similar account, you will be asked to verify that the receivers information, including the receivers email address, bank account number, financial institution identifier, and other bank or account details, are accurate before sending the funds.
  
  MoneyGram is not responsible for losses resulting from incorrect bank account numbers,financial institution identifiers, email addresses, or other necessary account information.
  
  For any questions or concerns, Ms. ******* can email MoneyGram at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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: 06/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/29/2025

  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.

  05-28-2025 ***** Promised to transfer the money to the bank account receiver WITHIN MINUTES -FALSE ADVERTISEMENT: AFTER YOU POST THE MONEY ,THEY TELL YOU ,IT COULD TAKE UP TO 4 BUSINESS DAYS.!!!!!- IT HAS BEEN MORE THAN 24 HOURS,AND THE MONEY HAS NOT BEEN TRANSFERED YET!!I HAVE GOT SCREEN SHOTS,ADVERTISING TRANSFER S WITHIN MINUTES TO ANY BANK

  Business Response

  Date: 06/11/2025

  According to the complaint, Mr. **** stated that the transaction was not credited to his receivers account.
  
  After completing an investigation, MoneyGram has determined that an error as defined under the Remittance Rule may have occurred.
  
  MoneyGrams records indicate that the transfer was rejected and returned by the receiving partner on June 4, 2025. The funds were credited back to the payment method used to send the transfer. The standard refund timeframe can be three to ten business days.
  
  Customer feedback is vital to the success of our operation, and we appreciate you sharing your experience. Thank you for giving us the opportunity to address your concerns. 
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.

• Initial Complaint

  Date:05/29/2025

  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 sent money through MONEYGRAM of $1000, my receiver cant pick it up, MONEYGRAM is saying the money was available to be picked up . Nobody know where my money is . I want to cancel and they are telling me it cant be canceled so they are holding my money

  Business Response

  Date: 06/11/2025

  According to the complaint, Ms. ********* indicated that the transaction was not delivered to your receivers account.
  
  After completing an investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.
  
  MoneyGrams records indicate that Ms. *********s transfer was deposited to the bank account number entered at the time of send on May 28, 2025, and a refund is not available. 
  
  Please note that if you are using MoneyGrams service to direct your transfer to a bank account or another similar account, you will be asked to verify that the receivers information, including receivers email address, bank account number, financial institution identifier, and other bank or account details,are accurate prior to sending the funds.
  
  MoneyGram is not responsible for losses resulting from incorrect bank account numbers,financial institution identifiers, email addresses, or other necessary account information.
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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: 06/11/2025

  I am rejecting this response because:   There was no deposit made to the receiver which in turn made my family member in the hospital die due to MoneyGram not sending the money, I demand a refund as I called you all multiple times . This is negligence from your part 

  Business Response

  Date: 06/23/2025

  According to MoneyGrams records, the funds were credited to the account provided by Ms. ********* at the time of sending the funds. To date, the funds have not been rejected or returned by the receiving partner;therefore, a refund is not available.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/24/2025

  Because of MoneyGram negligence and never sending my money my family lost a loved one because the money was to take care of surgery. The attached was were the money was suppose to go and it never went there . I demand to see proof that my money was sent to that number above . Two different agents from your company assured me I was going to get a refund with this two reference numbers MONEYGRAM Case number ********, wrong account number ************* was all lies . If I dont get my refund I will have no other option than to file a law suit because youve already caused my family enough grieve 

  Customer Answer

  Date: 06/24/2025

  Because of MoneyGram negligence and never sending my money my family lost a loved one because the money was to take care of surgery. The attached was were the money was suppose to go and it never went there . I demand to see proof that my money was sent to that number above . Two different agents from your company assured me I was going to get a refund with this two reference numbers MONEYGRAM Case number ********, wrong account number ************* was all lies . If I dont get my refund I will have no other option than to file a law suit because youve already caused my family enough grieve 

  Customer Answer

  Date: 06/24/2025

  Because of MoneyGram negligence and never sending my money my family lost a loved one because the money was to take care of surgery. The attached was were the money was suppose to go and it never went there . I demand to see proof that my money was sent to that number above . Two different agents from your company assured me I was going to get a refund with this two reference numbers MONEYGRAM Case number ********, wrong account number ************* was all lies . If I dont get my refund I will have no other option than to file a law suit because youve already caused my family enough grieve 

• Initial Complaint

  Date:05/28/2025

  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.

  I paid for a transfer to Hati for my cousin, I received a call from MoneyGram approximately a week later and was informed that they could not complete the trans because there was an issue with the receivers bank account information. I requested a refund and I was told that it would take up to 90 days t get my refund. After waiting several months, I was then told that the transfer had been completed. My cousin never received the money. I sent MoneyGram a copy of his bank statement that shows the money was never deposited to no avail

  Business Response

  Date: 06/11/2025

  According to the complaint, **** ****** Merelas Fils indicated that the transaction was sent to the wrong account.
  
  After completing an investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.
  
  MoneyGrams records indicate transfer was deposited to the bank account number entered at the time of send on November 27, 2024, therefore, a refund is not available. 
  
  Please note that if you are using MoneyGrams service to direct a transfer to a bank account or another similar account, you will be asked to verify that the receivers information, including receivers email address, bank account number, financial institution identifier, and other bank or account details,are accurate prior to sending the funds.
  
  MoneyGram is not responsible for losses resulting from incorrect bank account numbers,financial institution identifiers, email addresses, or other necessary account information.
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.

• Initial Complaint

  Date:05/27/2025

  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.

  I went to a store to get help with a Money Gram Express to pay my rent. I gave the agent my rent receipt with all the important contact details. The Money Gram Agent ended up sending my money to the wrong leasing company. I have contacted Money Gram several times requesting a refund. The agents have not been able to help me. Everytime I call they give me a new case# and tell me my case is being worked on. I have spoken with two supervisor and still nothing has been resolved. My rent for May still has not been paid. I have received a court order and an eviction notice. I need help getting my money refunded ASAP or I will be homeless all becuase the Money Gram Agent made a mistake sending my money to the wrong place. I would really appreciate it if someone can help me with this matter. I have children and I dont want to be evicted. Please expedite my request. Thank you

  Business Response

  Date: 06/09/2025

  MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.
  
  According to Ms. ****** complaint, she stated the transfer was sent with incorrect details and would like a refund.
  
  MoneyGrams records indicate that Ms. ***** completed an express payment on May 10, 2025, for ******** (USD), with a ***** (USD) processing fee, intended for the ************************************
  
  Our records further indicate that the funds were successfully delivered to the ****** on May 10, 2025, therefore a refund is not available.
  MoneyGram is not in possession of the funds and recommends that Ms. ***** contact the ****** directly for further assistance in relation to this payment.
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  *********************************** Department
  ________________________________
  MoneyGram
  Email: ******************************************

• Initial Complaint

  Date:05/26/2025

  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 am filing a formal dispute regarding a payment made through MoneyGram for goods that were never delivered. Money gram does not protect their customers they just let they customers get scammed they are refusing to help get my money back Transaction Details: Tracking number : EB839532700CN Date of Order: May 16, 2024 Amount Sent: $525.00 USD Payment Method: MoneyGram WeChat Wallet Number Used by Seller: ************* Seller Information:Name: *****************************: *****************************************************Address: **************************************************************** Phone: ***************** WhatsApp: *************** The seller promised delivery within 68 days. As of May 24, 2024, the final delivery date, I have not received the goods. I have made multiple attempts to contact the seller by ******** with no response.This situation strongly suggests a fraudulent transaction, and I request that MoneyGram immediately investigate and attempt to recover the funds.Please advise me on any documents or evidence required to support my claim. I am prepared to provide proof of payment, the order confirmation, and communication records.Thank you for your time and assistance.Sincerely,[******* **** ]*************][Tameshacato2018@ ********* ]

  Business Response

  Date: 06/06/2025

  According to Ms. ***** complaint, she indicated that she fell victim to fraud.
  
  MoneyGrams records indicate that the transaction, the reference number ending in ******45, was deposited to the intended receiver's account in ***** per Ms. ***** request on May 15, 2025.
  
  Based on our findings, MoneyGram is satisfied that all necessary steps were taken to pay out Ms. ***** transaction to the correct receiver.
  
  Please keep in mind that transaction information should never be shared with a third party. You should ONLY send money to individuals you have personally met and trust, such as family members or close friends and should NEVER share information with a third party, as this compromises the security of the money transfer.
  
  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.
  
  In our efforts to educate consumers about fraud, MoneyGram developed educational materials that contains information on common scams, tips on how to protect yourself from being scammed, and statistics.
  
  Visit **********************************************************************************************************************************.
  
  Seven Tips:
  
  1.   Never send money to someone you dont know.
  2.   Never agree to deposit a cheque from someone who says to send some of the money back.
  3.  Never send money to someone who says money transfer is the only acceptable form of payment.
  4.   Never send money to a relative in crisis without checking out the story first. Ask appropriate questions to verify the persons identity.
  5.  Know the source of where an unsolicited prize or gift offer comes from and who youre dealing with. For example, if you receive a message that says:Congratulations, its your lucky day! You just won $1,000 in a foreign lottery! be wary  especially if you knowingly didnt enter a sweepstakes or lottery.Never pay to collect sweepstakes winnings.
  6.  Research the legitimacy of an offer; if it sounds too good to be true, it often is.
  7.  Remember that sending money is like sending cash  the sender has no protection against loss.
  
  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 tries to warn consumers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming victim to fraudsters. Please visit ****************************************************************************************************************************************************************************************** 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 ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.
  
  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.
  
  This is our final response to your complaint. If you have any additional concerns which we have not addressed, please contact us at ********************************************************************. 
  
  ******************************************************** Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 

• Initial Complaint

  Date:05/26/2025

  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.

  Moneygram failed to deliver my transfer. Later asked me to go to any moneygram loation and collect the refunds. Two locations refused to refund and the MONEY GRAM CUSTOMER SERVICE team is unreachable. *** bad customer service.

  Business Response

  Date: 06/06/2025

  According to the complaint, Mr. ****** indicated that the transaction was not delivered to his receivers account. After completing an investigation, MoneyGram has determined that an error may have in fact occurred with the transaction.
  
  MoneyGram apologizes for the delay in funds being made available. Mr. ******* refund has been issued via new money transfer transaction. Instructions on how to collect the refund were sent to Mr. ****** via email.
  
  Customer feedback is vital to the success of our operation, and MoneyGram appreciates ********* sharing their experience. Thank you for giving us the opportunity to address your concerns. 
  
  For any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.

• Initial Complaint

  Date:05/26/2025

  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 moneygram money order in the amount of $400 and completed a mobile deposit in my bank account. Sometime later my bank rejected the money order after the deposit and debited my account. My bank issued a copy of the money order and marked it "Return to maker". I recently submitted a claim to Moneygram and they rejected my claim to get a refund for their money order that was not rendered good by my bank. I would like a refund.

  Business Response

  Date: 06/06/2025

  The money order serial number was not provided, so ********************** is unable to investigate further. Mr. ****** will need to provide the serial order number for MoneyGram to review and research his concerns.
  
  Mr.****** can also check the status of a money order on our website. Please see the Money Order section at the bottom of the ************************** website for instructions on checking the status of a money order.  You can review if the money order shows eligibility for a refund when requesting a refund on the website.
  
  MoneyGram apologizes for any inconvenience Mr. ****** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/22/2025

  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.

  Ive used money gram for probably two decades and suddenly they decided to cancel my account and are holding transfers hostage. This is not a small sum. They said it can be up to 90 days but that its typically 25 or fewer. Transfers are made due to funds being needed. I prefer especially the one to Babra ***** ********** being released. She is my wife and its for her and our daughters. Its fine to refund the rest to me or just all of them. If I request a refund which I did that shouldnt be 90 days. They said I can call but have tried repeatedly and cant get a human on the phone without a reference number and the number I gave which is a complaint number dont register to let me contact an agent. Its like they are making themselves unreachable while holding funds hostage. There is nothing needed for them to investigate if they do a simple refund.. I want the funds released. They are not there to withhold..

  Business Response

  Date: 06/04/2025

  Please note, 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 consumersactivities. To meet our compliance requirements, MoneyGram actively reviews transactions and, from time to time, may put restrictions in place.
  
  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. If MoneyGram does not feel comfortable with an activity or with the purpose of a transaction, the service could be declined.
  
  According to MoneyGrams records, Mr. ******** name has been added to our internal list permanently restricting him from using our service moving forward. Unfortunately, due to security concerns, MoneyGram is not able to comment on the specific reason that has caused the decline of service.
  
  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of dedication to protecting our consumers.
  
  Thank you,
  MoneyGram Regulatory Governance 

• Initial Complaint

  Date:05/21/2025

  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.

  I used moneygram for the first time last 04/21 and sent $900. The refrerece number for the transaction is ********. The status on theor app advised the money is on its way and will be deposited on on 04/23. On that day I received a confirmation tgat it got deposited to the account but my father did not receive it. i called moneygram on 04/24 because the money is still not on my fathers account and they said it was deposited to a different account number. However, they cannot tell me to which account number it got deposited. ******************** created a case for me to investigate under case number ********. On 05/13, I got an email with the resolution that they are unable to refund as it is my responsibility to check if the account number is correctly entered. It was weird because upon checking out, it did not show the name of my fathers bank and only shows the last four of the account number and there is no way to know if it was indeed the incorrect number. I was told when I called that an appeal was sent to try to recoup the money from the other bank. I called today since I did not get an answer from them and was told an appeal will be sent. I called to check if I can get the account number but two customer service **** who could clearly hear me in the beginning of the call, pretended they could not hear me and I just hang up. **************** is so poor and I wish there is way you get these people reprimanded because no one wants to do their job right. I hope you can help me get my $900 back. Thank you!

  Business Response

  Date: 06/04/2025

  According to the complaint, **** **** indicated that the transaction was sent to the wrong account.
  
  After completing our investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.
  
  MoneyGrams records indicate that the transfer was deposited to the bank account number provided at the time of send and a refund is not possible. 
  
  Please note that if you are using our service to direct your transfer to a bank account or another similar account, you will be asked to verify that the receivers information, including receivers email address, bank account number, financial institution identifier, and other bank or account details,are accurate prior to sending the funds.
  
  MoneyGram is not responsible for losses resulting from incorrect bank account numbers,financial institution identifiers, email addresses, or other necessary account information.
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.