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

544 total complaints in the last 3 years.
151 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:01/02/2024
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 made a promise to pay for 12.28.23 to ******************, which was a late payment as I had some emergent mental health crisis resulting from my PTSD which I have as a result of son's suicide causing me some banking issues. Prestige site would not take my debit card or banking info so I utilized MoneyGram for bill pay as it was listed on their site. I made the payment on 12.28.23 and paid and extra ***** for "in minutes" or "next day" service. Prestige advises they have not received payment and MoneyGram says that they have. However, MoneyGram's site says it is in transit. I do not know where my payment is or who is not accounting for it properly, but my car is about to get repoed due to these errors. MoneyGram keeps telling me the issue was addressed already, which is was not, and Prestige is harassing me for a payment. I do not have another ****** to give Prestige.
Business Response
Date: 01/16/2024
MoneyGram appreciates the opportunity to review and respond to ****************** concerns.

**************** used our services to complete an express payment on December 28, 2023. According to MoneyGrams records, the funds were delivered to the ****** on the same day.

As **************** advised that the funds were not delivered, MoneyGram has reached out to the ****** for additional research and investigation. At this time, we are currently awaiting response from the ****** and need to allow more time for them to respond before the investigation can be finalized. We ask that **************** follow up with our customer service department at ************** in ten business days for an update.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:01/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have received $295 of the $335 money but was double charged, I was charged at Cub foods when the complaint was originally sent in and then I was charged again when they only sent me $295 instead of $335. and junk mail but nothing from them
Business Response
Date: 01/16/2024
MoneyGram appreciates the opportunity to review and respond to Ms. ********* concerns.

According to MoneyGrams records,the money order replacement request was processed on November 9, 2023. The refund details were sent to ******************** via email on the same day. The refund details were re-sent on November 21, 2023, after ******************** reported that the email was not received, then again on January 2, ****.

MoneyGrams records indicate that the refund was collected on January 2, ****.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/29/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My case number 33042329.Here is what I experienced today 12/28/2023.Your customer service reps gives scripted answers.That gives customers a cold feeling of MoneyGram doesn't care about me.Is this how you treat customers? You only care about my money?Your customer service person & the supervisor misgendered me AFTER confirming my identity.Kept calling me Ma'am. My name is **************************Does that sound feminine? No, it does not.This all stemming from my transaction #******** that I had to cancel because there's no option to go back in & edit that transaction.Explain to me how your customers have to wait 10-days for a full refund after you instantly took my money in the 1st place.The supervisor here that took my complaint wanted to belittle me & say that I didn't WANT to understand him?I'm a 61-year-old ************* Army Veteran.I've 3 degrees. I'm not a stupid individual.During the call w/the first customer service ************ collogues were GIGGLING like girls.Do your customer service reps NOT take their jobs seriously & act like little children?Go back & listen to the recording, because I know that it is standard procedure to record conversation to cover your behind. Listen to all whom I talked to...Very bad on your part for not training professionals!Also, I asked the supervisor to send me verification,that my complaint was actually filed into your system.Him voicing the complaint tracking number to me is NOT verification that he did his job.This supervisor informed me that it would take 90-days before I'd receive anything on my complaint.Not even an e-mail with my complaint number 33042329.This situation left me with the feeling that MoneyGram does not care about their ***************** to wait for a refund. 90-days to wait for my complaint to even be acknowledged.Your customer service personnel want to laugh and giggle while customers can hear them having a gay old time,gives that feeling of "I don't care about MoneyGram's customers.
Business Response
Date: 01/11/2024
MoneyGram appreciates the opportunity to review and respond to Mr. *********** concerns.

According to MoneyGrams records, ************************ used our services to complete a transfer on December 28, 2023. MoneyGrams records indicate that a refund of the transaction was processed the same day. The funds were returned to the primary funding source used to send the transfer. The standard refund timeframe for online transfers is three to ten business days, but his financial institution will likely void the transaction since it was canceled the same day. MoneyGram is not able to expedite the processing of the refund.

MoneyGram regularly reviews experiences such as this to improve our processes and procedures related to customer service. We hope we have addressed Mr. *********** concerns and apologize for any inconvenience he may have experienced.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The transaction took place on September 25, 2023. I went to the ****************** and purchased two money orders and the amount of $900 apiece. They use MoneyGram as their money order provider. We use the money to pay our rent, but landlord said they never received. Somehow they were lost between us buying them, and the landlord receiving them. The orders have never been cashed and so we placed a complaint online after speaking with a representative. We also paid the $80 fee to have the money orders sent to us. We called the company to check on the status after being told it would be 8 to 10 business days. We have never received our money or the money back on our card. We paid the fee were given a number and after calling to check a different representative told us a number is invalid and I have no history of us paying the $80. Though we have proof on our bank account of the transaction and the original transaction to buy the money orders . We would like to refund $1800.
Business Response
Date: 01/05/2024
MoneyGram appreciates the opportunity to review and respond to ********************** concerns.

MoneyGrams records show that we were contacted with refund request previously and the consumer was advised to complete a money order serial number search form to proceed. The fee associated with locating the money orders serial numbers is separate from the fee associated with the refund request if the serial numbers are located and it is determined that the items are eligible for refund.

The money order serial numbers were not provided by Mr.& *****************; therefore, MoneyGram is unable to investigate their complaint. If they would like for us to further investigate, we will need the money order serial number for each item in question.

Please note that money order replacement requests can only be submitted online after checking status and determining that the item has not been cashed. Once an item has been cashed, a refund is no longer available. If it is determined that a money order is available for refund, there is a non-refundable processing fee associated with processing the replacement request. For money order face values of $6.00 - $49.00, the processing fee is 50% of the face value for each item. For amounts of $50.00 and over, the processing fee is $25.00 per item. Once the replacement request is submitted online, please allow seven business days to process the request. Once the request is processed, a reference number will be sent to via email for the consumer to collect funds in cash from a MoneyGram agent.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
hi. i have been using money gram for over 3 years now, few months ago i tried to login and couldnt, tried many times, send email to moneygram, didnt get a messege, kontacted them through live chat and got a messege that moneygram is not comfortable with my profile and therefore they are revoking my account, they didnt say anything else. i live in ******, i regularly send money to *********** to families for there basic needs, such as food and clothing and education. i dont gain anything from transactions, its just charity. money gram revoked my account without my knowledge, the current situation in *********** is very bad, people dont have basic needs, i dont gain any personal benefits from transactions, its just charity. i can use other platforms but its unnacceptable for me to get my profile revoked without my knowledge, without any warnings and after using the platforms for more then 2 years. either they should review my profile again or they should give me a better explanation. thank you
Business Response
Date: 12/27/2023
MoneyGram appreciates the opportunity to review and respond to Mr. ******* concerns.

MoneyGrams business is subject to a wide range of global laws and regulations, 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.

To protect 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 the activity or the transactions purpose, the service could be declined.

MoneyGrams records indicate that the profile was closed for compliance reasons. MoneyGram understands the inconvenience that the denial of service may have caused *************** and unfortunately cannot re-open the profile or share specific reasons leading to the denial of service for security purposes.

When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting our consumers. MoneyGram appreciates Mr. ******* comments, as we consistently review incidents such as these in an effort to improve our processes and procedures related to our customer service.

This is our final response to Mr. ******* complaint. If **************** has any additional concerns which we have not addressed, please contact us. If **************** remains dissatisfied with our final response, he has the right to refer his complaint to the **************************** free of charge, within six months of the date of this letter. If **************** does not refer his complaint in time, the Ombudsman will not be able to consider his complaint.

**************** can write to them at:
The ***************************,
Exchange Tower, ************** Phone:*********** or ***********;
Email: *****************************************
Website: www.financial-ombudsman.org.uk

For further information regarding taking Mr. ******* complaint further visit - ******************************************************************************* **************** wishes to receive a hard copy of this leaflet, please let us know.

**************** may also have the right to refer his complaint to the local Ombudsman where the problem occurred and follow the local out of court and redress procedures to register his complaint.Further information can be found on the website of the European consumer financial complaints network at ********************.

If **************** has any questions,please do not hesitate to call us on ********** or email us at ******************************************.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 14, 2023 I sent money to my aunt in ****** for the amount of $1,500 USD. This was a transfer from my bank account to my aunts bank account with ********************** as an intermediary. The funds never made it to her account and ******************** refuses to refund the money. The agents read of pre-written Q-cards and some can't even speak English. Today it is Dec. 14 and still no money. That is one month that someone is enjoying my hard earned money. The question is Who? Have spoken to more than 4 agents and chatted with 2. None of them know where my money is and all they keep repeating is that this could be resolved in up to 90 days! Not counting the 30 already wasted. What business operates in such manner? They portray themselves as experts sending money abroad, yet are they? They can't track $1,500USD. Their agents also refuse to tell me what happens if they can't track the money in 90 days. Please help.
Business Response
Date: 12/27/2023
MoneyGram appreciates the opportunity to address Ms.******** concerns.

According to MoneyGrams records, ****************** processed a transaction for $1500.00 (USD) plus $3.99 (USD) processing fee on November 14,2023. The funds were transferred to the receive partner for delivery to the receivers account. *********************** records further show that the transfer was rejected and a refund in the amount of $1503.99 (USD) was processed on December 20, 2023. Please allow three to ten business days for the funds to be credited back to the original payment method.

MoneyGram apologizes for any inconvenience this may have caused.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am rejecting this response because: Still no resolution to the problem. I have spoken with several representatives and they don't seem to be that knowledgeable about their jobs. Worst experience ever! Will Never Use Again!!
Business Response
Date: 12/20/2023
MoneyGram appreciates the opportunity to review and respond to ************************ concerns.

********************** will need to advise the sender to contact MoneyGram **************** at ************** or email **************************** to further assist with the refund.

MoneyGram apologizes for any inconvenience this may have caused.

Thank you,
Regulatory Operations
Business Response
Date: 01/04/2024
MoneyGrams records show that the transaction has been refunded to the sender and is no longer available to be collected by the receiver. If there are any additional questions, MoneyGram requests that the sender contact MoneyGram **************** at ************** or email ****************************************** to further assist.
Thank you,
Regulatory Operations
Initial Complaint
Date:12/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sep 17 2023 I sold my bitcoins out of MoneyGram wallet that I acquired thru MoneyGram the transaction that I was making I was at ******** at the time. And original address in ** so when I sold my coins the MoneyGram gave me a receipt to go to there location and receive the money Ifor bitcoins I sold thru there operation. So now I am going to the location and they tell me they can't give me my money cause I am in different state . I called MoneyGram they tried to work as they said for me to get my funds but then they decided just to block my account and not pay my money. I have a letter from there solutions department telling me I have to wait 60 days to get reimbursed but 60 days past and now they are not even answering my emails.
Business Response
Date: 12/19/2023
According to MoneyGrams records, on September 17, 2023, the consumer used our services to initiate a transaction.

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 the send/receive activity or with the purpose of a transaction, the service could be declined.

Our records indicate that the funds were received on December 8, 2023. MoneyGram apologizes for the delay and any inconvenience this may have caused.

When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of dedication to protecting them. We appreciate your comments, as we consistently review incidents such as these to improve our processes and procedures related to our customer service.

Thank you,
********************** Regulatory Governance
Initial Complaint
Date:12/07/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reviewed the business response and accept this resolution. Finally the gave the $ to the receiver... Thank you very much BBB for be very professional abd help , Best Regards :)
Business Response
Date: 12/18/2023
According to MoneyGrams records, on December 4, 2023, the consumer sent a transaction intended for payout to a receiver in ******. Our records indicate that the transaction was placed on hold pending additional verification with the receiver.

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 the send/receive activity or with the purpose of a transaction, the service could be declined.

Our records indicate that the receiver contacted us to complete the needed verification and the funds were released for payout and received on December 9, 2023.

When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting our them. We appreciate your comments, as we consistently review incidents such as these to improve our processes and procedures related to our customer service.

We hope we have addressed your concerns and apologize for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hice una transaccin por Moneygram 11/24/23 a la Repblica ********** por la suma de US$817 y la compaia todavia no me lo ha entregado. **** dice que es fcil, Rpido y ******** en verdad parece que no le importa lo que pasa con mi dinero, ese dinero es para comprar unos medicamentos que se necesita de emergencia. Quiero cancelar la orden y dicen que ya no puedo, le dije el beneficiaro lo puede recoje en la oficina.Quiero que me ayuden a resolver este problema lo mas pronto posible.
Business Response
Date: 12/18/2023
According to MoneyGrams records, ******************** used our services to complete a transfer on November 24, 2023. The funds were transferred to the receiving partner for delivery to the receiver.

As ******************** stated that the funds were not delivered, a complaint was opened on Ms. ********* behalf. MoneyGram reached out to our delivery partner for status of the delivery of the transfer. The appropriate department is awaiting response from the delivery partner. The receiving partner has a few more days to respond before any further action is taken.

We appreciate Ms. ********* patience as we continue with our investigation. The resolution will be provided to her via email under the MoneyGram complaint case #********.

MoneyGram apologizes for the delay and any inconvenience that this may cause.

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred,you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.

Thank you,
MoneyGram Regulatory Governance

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