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

550 total complaints in the last 3 years.
152 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:05/15/2025
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.
11/20/2024 purchased a $765 money order for our rent. Money Order # *********** Unknown to us 12/04/2024 the money order was altered and cashed by a *********** account holder 12/2024 We received an eviction notice and realized money order was stolen from office box. Police and money gram were called. 12/2024 filed BBB complaint to get *********** to return funds. 01/2024 I received message from *********** stating funds were returned to Moneygram. I spoke with Capitan ***** ***** from ************ whomalso requested documents from Money Gram. 02/12/2025 I received a case number and a reference number from *********** showing that Moneygram was given all information Spoke with Money gram who insist all send all my paperwork,and theirs, and send additional funds so THEY could repeat all my work. I have contacted Moneygram over a dozen times for the return of my funds. I was given 4 different case numbers. Most recent was case # ******** and told to pay $18 for ANOTHER copy of the Money Order. One *** said the money was supposed to be refunded in March 2025 he would expedite. Twice I was told they did not have to return my money any sooner than 6 months. They have offically had my money for 6 months and 2 weeks. I am still being told to repeat the complaint process. ALL OF THEM said they had six months. I would like ALL of my $765 returned IMMEDIATELY WITH six months of interest. 04/08/2025 received letter from *********** stating that their part was over, funds were returned back in December, 2024. *********** stated that their case number with Moneygram was FED Reference #FR24122744729 was complete and to contact Moneygram
Business Response
Date: 05/28/2025
According to MoneyGrams records, the money order was cashed, so a refund is not 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.

An affidavit was submitted to the cashing institution (***********) to pursue reimbursement. The process typically takes 3-6 months but can take up to a year, depending on the bank. If the bank returns the funds to MoneyGram, we will send a check for the full purchase amount of the money order via mail.This amount will not include any interest.

A collection letter was sent to ***********, the bank that cashed the money order, but to date, MoneyGram has not received a response, so a follow-up request has been sent.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 05/28/2025
I am rejecting this response because: Caputal One tesolved this issue in December. The funds WERE returned to MoneyGram, per proof from ***********. My only dispute is with MoneyGram. Once again they are just giving myself and the Better Business a bunch of B.S. Also, on all correspondences AND phine calls I was told 3 months to 6 months. NO ONE EVER said one year. MoneyGram has THOUSANDS of complaints regarding their way of running business.

I think the Better Business Bureau, myself MoneyGram AND ********* from ************ We will surely find out whom is lying.

I want my money By June 20th when every single person said 3 months to 6 months. MoneyGram is pushing this and I expect all interest starting February 12th, 2025.
Customer Answer
Date: 05/28/2025
Letter from ***********
Initial Complaint
Date:05/15/2025
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.
You all closed my account and will not give me the reason to why.
Business Response
Date: 05/28/2025
According to the complaint, Ms. ******* reported that your online profile was blocked.

MoneyGram is subject to a wide range of laws and regulations globally,including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring.

To protect our consumers safety and meet compliance requirements, MoneyGram actively reviews transaction amounts and frequencies. From time to time, we may impose restrictions to safeguard our consumers. Additionally, security measures are in place to prevent our consumers from falling victim to fraud scams. If MoneyGram feels uncomfortable with any activity or the purpose of a transaction, the service may be declined. For security reasons, we do not disclose detailed information about our verification process to consumers.

MoneyGrams records indicate the online profile was closed for compliance reasons but has reopened after further review and consideration.

When legitimate transactions are disrupted, MoneyGram hopes our consumers understand that these inconveniences stem from our dedication to protecting them. We appreciate your feedback, as we continue to review incidents like this to improve our processes and procedures related to customer service.

We hope we have addressed your concerns and we apologize for any inconvenience this situation may have caused.

Sincerely,

MoneyGram Regulatory Governance
Customer Answer
Date: 05/28/2025
I am rejecting this response because:
My account was closed for no reason. I am not interested in having an account with **********************. I ended up going to my bank to do the transaction and they did a better job helping me.

I do not care to use MoneyGram in the future. Please delete my account.
Business Response
Date: 06/06/2025
The profile has been closed.

MoneyGram apologizes for any inconvenience you may have experienced.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:05/14/2025
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.
on 4/19/25 I submitted a transaction to my wife ****** ******** Desoto in the amount of ****** I accidently put her license number as the bank account number ( bank Popular). institution is in the ****************** and I filed a complaint because the money is no where. Reference # ********, Case # ******** I was told it would take 90 days I find this ridiculous to have to wait this long for a solution/refund. I cant even track it, give me error. I cant cancel it as well.On 4/25/25 I sent another ****** not realizing the previous transaction had issues. This time to the correct account number and that one is also in transit and not delivered. Reference # ******** case number ******** was also told the same story 90 days for a solution I get no updates whats so ever. The bank does not have the funds either.
Business Response
Date: 05/27/2025
According to the complaint, Mr. **** ***** indicated that the transfer was not deposited on time due to invalid account details.

After completing our investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.

MoneyGrams records indicate the transfer 87****04 was rejected due to incorrect account details and refunded to the original form of payment on May 15, 2025,for $301.99, which is the amount intended for the transfer of $300 plus the $1.99 transfer fee.

MoneyGrams records further indicate the second transfer 24****80 was rejected and refunded to the original form of payment on May 15, 2025, for $301.99,which is the amount intended for the transfer of $300 plus the $1.99 transfer fee.

Refunds may take up to three to ten business days to process.

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.

Thank you for giving us the opportunity to address your concerns. We understand that you have options when sending money, and we hope you will continue to choose MoneyGram.

*********************************** Department
________________________________
MoneyGram
Email: ********************************************************************
Phone: **************

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.
Initial Complaint
Date:05/14/2025
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.
Hi MoneyGram Customer Support,I am writing to express my deep frustration and disappointment with an ongoing issue that has directly affected my ability to support my family overseas. On May 8, 2025, I sent money from ****** to *************** using your service. While the transaction went smoothly on my end, the recipient has been unable to collect the funds due to a MoneyGram system outage in *************** that has reportedly been ongoing since September 2024.All banks and agency partners in *************** offering MoneyGram services have been unable to log in, consistently receiving errors like invalid username and password. This outage has made it impossible for recipients to access funds. To date, there has been no resolution or clear communication from MoneyGram on when this will be fixed.I contacted your customer service department but only experienced further frustration. The support agents appeared unprepared to handle the issue or offer meaningful help. This level of support is unacceptable.Due to this, I have canceled two transactions( ********, ********) and am demanding a FULL refund todaynot in 10 business days. My family urgently needs this money for basic necessities like food. This is not just a service failureit is a serious human impact.I am requesting that someone from the Office of the President or an Executive Director contact me immediately. I can be reached at the email address associated with my account.If this matter is not resolved promptly, I will escalate publicly through social media and the press. It is unacceptable that a cybersecurity issuereportedly affecting global MoneyGram systems since 2024remains unresolved with no transparency or action plan.I expect a response from a senior representative today, with confirmation of my full refund and steps being taken to ensure this does not happen again.Sincerely,********
Business Response
Date: 05/27/2025
According to MoneyGrams records, on May 8, 2025, Mr. ******* completed a transfer for 294.09 (CAD) + 4.79 (CAD) intended for payout to receiver in ******. The transaction was canceled and refunded on May 14, 2025.

On May 8, 2025, Mr. ******* completed a transfer for ****** (CAD) + 5.99 (CAD) intended for payout to a receiver in ******. The transaction was canceled and refunded on 5/14/2025.

Refunds may take up to three to ten days for processing.

We understand the importance of timely sends to friends and loved ones, and MoneyGram regrets that you were inconvenienced. We encourage our customers to contact our customer service department or the agent directly to ensure service and availability before visiting an agent location. Agent information can be found on our website using the find a location tab.

At MoneyGram, we strive to provide exceptional service to all our customers. We understand that we fell short of your expectations during your recent interaction with us and we sincerely apologize for any frustration or inconvenience this may have caused you.

Customer feedback is crucial to the success of our operation, and we appreciate your willingness to share your experience.Although we cannot alter your experience, we would be delighted to have the chance to create new memories with you in the future. Thank you for allowing us to address your concerns. We value your business and the trust you have placed in us. We recognize that you have choices when sending money, and we hope you will continue to choose MoneyGram.
If you have questions or concerns, please do not hesitate to email us at *******************************************

*********************************** Department
________________________________
MoneyGram
Email: ********************************************************************
Customer Answer
Date: 05/27/2025
I have reviewed the business response and accept this resolution which I received my money. Thank you
Initial Complaint
Date:05/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent money using moneygram lon Wednesday the 30th 2025 I believe the money is supposed to be at the receivers wallet at the end of the day. Unfortunately the money didn't arrive and when I called to ask for a refund they said the money has already been sent to the mobile wallet and cannot be refunded.. I had to use another company to send money again and this time it was received within minutes of being sent. This is not the first time that transfers are being delayed, sometimes they take more than 24 hours and they keep on blaming the mobile wallet company which I found out is not true.Please get them to refund my money plus the transfer fee which is $1.99
Business Response
Date: 05/14/2025
According to the complaint, **** ***** stated the transfer was not deposited on time.

After completing an investigation, MoneyGram has determined that an error may have occurred with your transaction.

MoneyGrams records indicate the transaction was rejected, and a refund was processed to the original form of payment on May 4, 2025, for $27.99. This amount includes the transfer of $27.40 plus the transfer fee $0.59. Refunds may take up to three to ten business days for processing.

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.

*************************************** Department

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.
Initial Complaint
Date:04/30/2025
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.
On 12/15/24 I sent $1000.00 gift to a small school in ***** to help for some children their parents cant afford to pay school for them.MoneyGram informed me that the number was missing the could not deliver the money but they do not want to give me the money back
Business Response
Date: 05/13/2025
According to MoneyGrams records, Ms. ********* completed a transfer for ****** (USD) +3.00 (USD) fee intended for credit to the account of her receiver in ***** on December 15, 2024. Our records indicate the funds were credited to the account number provided by Ms. ********* on the same day. To date, the funds have not been rejected nor returned.

Ms.********* reported that invalid account details were provided and asked that the transaction be refunded.

After completing our investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.

Please note that when using our service to direct your transfer to a bank account or similar account, you are 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 prior to sending the funds.

Based on the evidence presented in this investigation, our records show that the transfer was deposited to the bank account number provided at the time of sending and a refund is not possible. MoneyGram is not responsible for losses that result from incorrect bank account numbers, financial institution identifiers,email addresses, or other necessary account information.

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.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 05/17/2025
MoneyGram contacted me and they said they are contacting another location then they will get back to me.
Thank you
******* *********
Customer Answer
Date: 05/17/2025
I have reviewed the business response and accept this resolution.
We are waiting for them. Thank you
Initial Complaint
Date:04/28/2025
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.
Money was sent to a relative in need. MoneyGram insists money was deposited but bank denied this. I have made numerous requests for resolution or refund and followed every procedure they requested. I have been patient with the waiting time but they give me the same script each time
Customer Answer
Date: 05/07/2025
Please drop this complaint. After checking with the bank again the money was deposited. The person I originally talked with mistakingly told me wrong.
Initial Complaint
Date:04/19/2025
Type:Customer Service 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 just recently tried to transfer money from ****** to Moneygram which as soon as I tried to do so they closed my account because they say for my protection but I guess they're also trying there best to protect me from the money they owe me as well they tell e I've got to talk to ****** but they say there isn't anything they can do but whatever I just need my money back now because I'm on disability and 383.17$ is a lot of money to me
Business Response
Date: 05/01/2025
According to MoneyGrams records, the online profile has been permanently closed for compliance reasons. A refund check has been requested. Mr. ****** can expect to receive the check of $383.17 via mail within 14 business days.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:04/15/2025
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.
My moneygram transfer was sent to my moneygram online account which suddenly closed, with a new one opening. The money is sitting in the old account and I submitted a request last week for them to transfer it to the active money gram online account. I'm still waiting for it, these funds were supposed to be used for an emergency and I need it asap.
Business Response
Date: 04/25/2025
According to the complaint, Ms. **** stated that she opened a new MoneyGram account, but funds from her old account have not yet been transferred to her new account.She requested urgent assistance with the transfer of funds.

Ms.Udehs request was forwarded to our online settlement team for review and assistance. They confirmed that the funds had been transferred to the new account as of April 22, 2025.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:04/15/2025
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 sent $150 to ******* ****** Blekpe on March 17, 2025 via money transfer. I did not share the reference number for the transaction with him (my intent was to share the reference number with him in April so he could pick up the funds). I logged into my MoneyGram account and found out the funds had already been picked up. ******* has not picked up the funds. The MoneyGram reference number for the transaction is ********. Somehow, the funds have disappeared. I need MoneyGram to refund me. I tried chatting with the customer service **** but they tell me it is not their responsibility.
Business Response
Date: 04/28/2025
According to MoneyGrams records, on March 17, 2025, Mr. ******* used our services to complete a transfer of $150.00 intended for credit to the mobile account of his receiver in *****. Funds were credited to the receiver's mobile account on March 17, 2025. When funds are sent as a mobile or account deposit, funds are credited directly to the account information provided by the sender, therefore there is no need to provide a reference number to a receiver. A reference number is needed for funds that are to be collected in cash from a MoneyGram agent location. MoneyGrams records indicate the funds sent by ********** were successfully credited to his intended receivers mobile account, a refund is not available.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 04/28/2025
I have reviewed the business response and accept this resolution.

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MoneyGram is NOT a BBB Accredited Business.