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

545 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:11/14/2023
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.
On 10/17/23 scammers used my email address within five minutes of setting up the account, they somehow used my moms debit card/bank info to send $2200 to ******** ** (confirmation #********). I called MoneyGram and reported the fraud, they said the account would be shutdown but would not provide proof or written confirmation of that. The next day, I received a ****eting email from MoneyGram with discounts for my account, I called and they said it was a pre scheduled email and to ignore it. The following Tuesday, I received another ****eting email from them despite the account allegedly being shutdown. I called again and they told me to block their email account if I wanted to stop receiving emails, I said no because Im concerned that the account is still open and I would like them to resolve the issue when they know the account was set up fraudulently. They said I need to file a complaint online. I filed a complaint online and they responded saying that due to privacy laws, they cant provide details of the transaction. Im not asking for details of the transaction, ** asking for confirmation that the account was closed and to remove my email address from their ****eting list (I think its rational to assume that when they **** an account as being used by scammers, that would automatically trigger a removal of that email address from a ****eting mailing list). I have not received a response and I do not have a lot of hope as I have continued to receive ****eting emails. Im not asking for money back, ** asking for them to confirm in writing that the account has been ****ed as fraud and terminated, and for my email address to be removed from a ****eting mail list. They continue to evade responsibility and hide behind financial privacy laws, which seem like they dont apply to my request that they no longer send promotional emails/confirm fraud and termination.
Business Response
Date: 11/22/2023
To protect against identity theft, MoneyGrams Terms and Conditions do not permit use of another consumers account. Only the person whose name is on the profile can create the profile and all the financial information entered must belong to them as well. The reported MoneyGram Online account indicates high risk and will permanently stay closed. Ms. ******* email has been opted out of receiving any marketing promotions or emails.

MoneyGram takes customer 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 on a daily basis.

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

As part of our active leadership position in educating consumers about common scams and giving them the tools to protect themselves, weve launched www.moneygram-preventfraud.com,a dedicated website that not only provides useful information but also details several common types of scams, such as sweepstakes and lottery scams,grandparent scams, check overpayment scams, mystery shopper scams, relationship scams, Internet purchase, etc.

In addition,we hope you find the following links useful:

*******************************************************

If you have not already done so, please report your claim to your local authorities. Please be advised, to contact your financial institution to cancel the credit card/debit card related to the account as it was accessed by the unauthorized 3rd Party.

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

Kind regards,
Resolution ********************
Initial Complaint
Date:11/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The month of September 16, 2023 I bought two money orders add to check cashing money gram stores in October 2023 I bought 4 money orders.And both times the money order never got to the business that it was mail out to the first time when it happened I went back to the check cashing stores to put a stop on the money orders and hoping to get a refund or the same amount of money orders again they told me they couldnt do that I had to call the number in back of the money order receive so I did a one 800 number give you props to find out if it was cash it was not then I finally talk to a live person and to put a stop on the money orders I couldnt do nothing I go back to the store they told me to go online to get a refund so I did they asked for my address birthday and year .And who it was paid out to. On 10/19/23 I send my Replacement request form of money gram that they call it. and I got the request completed complete. The on wed November 8,2023 I get a email to get my Refund of $5 dollars and $17 dollars back of each money gram money orders I lost a total of $447.10 dollars so they are a fraud and a scam Because a lot of customers that buy money dont have access to and a computer how many grams seems to me that they hoping that you dont have to receive or access to a computer so the money orders can be cash back to them properly. I also try getting the money orders stop at the Check cashing store location the one location is at ************************** ************************************************ ************. And second location is ****************************** ************************************************************************** ************ Teller: WM Now I would like to get all my money back from the two MoneyGram check cashing store I only paid $1 dollar for each money gram money orders this is a fraud for a customer to get a refund or replace ********************** order with the same to whom it may concern thank you very much
Customer Answer
Date: 11/19/2023
Hi Moneygram said they would I can get my money back.But a Replacement free $17.5 and a process free of $17.5 Service charge .Why Its not my fault that the post office lost my mail and I only paid one dollar for each money orders MG are cheating the Customers and dont even Cancel when you tell them What had happened with the reference number and receives sounds like a MoneyGram scam to get money from the custom thats not right at all I just would like to get all of my money back And they want to see my license and I makes ********* why when I have the reference number along with my receive thank you very much
Business Response
Date: 11/22/2023
The money order serial numbers and amounts were not provided by Ms. ***** therefore,MoneyGram is unable to investigate her complaint. If she would like for us to further investigate, we will need the amount and serial number for each item in question.

Please note that money order replacement requests can only be submitted online after checking the 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, the processing may take 7 business days, then 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
Customer Answer
Date: 11/22/2023
That Money gram told a lie as soon as I noticed my bills did not get to the business I went con money gram store and told them what had happened and I have my reference number with my receipt what they call a serial ******************** told me the one 800 to call that number and all they ask is the serial number and tell you if its been cash or not so that was no help and when I finally did get someone I was trying to get it to stop so no one can use it and that was no help and also I did get a form from MoneyGram store and filled it out with my serial number and receives The Address was money gram payment system *** PO Box 610 *********** **, 55480-0610 I mailed a certified no return of receive it was turn back to me without a signature So I dont know what happen with my mail I just want my money back no customer should have to go through this when it comes to their money and I have my serial number and receives and I just wanted an even exchange or we print of the money order and I paid a dollar for the money orders and I want to know all your business and my birthday and birth My money orders dont have nothing to do with my personal business I just want my money back MG hes a fraud The customer have the serial number but they received any given customers a hard time Thank you
Customer Answer
Date: 11/28/2023
I am rejecting this response because:
That Money gram told a lie as soon as I noticed my bills did not get to the business I went con money gram store and told them what had happened and I have my reference number with my receipt what they call a serial ******************** told me the one 800 to call that number and all they ask is the serial number and tell you if its been cash or not so that was no help and when I finally did get someone I was trying to get it to stop so no one can use it and that was no help and also I did get a form from MoneyGram store and filled it out with my serial number and receives The Address was money gram payment system *** PO Box 610 *********** **, 55480-0610 I mailed a certified no return of receive it was turn back to me without a signature So I dont know what happen with my mail I just want my money back no customer should have to go through this when it comes to their money and I have my serial number and receives and I just wanted an even exchange or we print of the money order and I paid a dollar for the money orders and I want to know all your business and my birthday and birth My money orders dont have nothing to do with my personal business I just want my money back MG hes a fraud The customer have the serial number but they received any given customers a hard time Thank you
Customer Answer
Date: 12/08/2023
Hi to who it may concern
I respond back with a message regarding the information back from MoneyGram in the date of 11/14/23 when I last Heard BBB I just want to follow up on whats happened I still send that get my money back yet and its December 8th today I would appreciate if someone can give me the update whats happening about getting my money back thank you very much ***********;
Business Response
Date: 12/19/2023
Ms.**** did not provide the serial numbers, so ********************** cannot investigate further. If Ms. **** provides the amount of the money order and serial number,we can look up the information to see if the item has been cashed, is eligible for replacement, or has already been replaced. Without this information MoneyGram cannot assist further.

Ms.Tory can also obtain the requested information by visiting *********************************************************************************************** .
Customer Answer
Date: 01/01/2024
Money gram Keep saying I have no Serial number is a lie. The first thing I did was to go back to the money gram store and explain what happened with my receive and serial numbers And was told to go online on money gram website I told them I have no Access to one And for future reference what about people who pay for money orders and it get lost or stolen the money gram should immediately put a stop to the serial number and get a be fun in the store I had BOTH to get a money order in that amount or get my money back now its January 1 **** I just want to get back my money should I go back to the money gram store with my receives and serial number to get this resolved?
Thank you
Happy New Year
Customer Answer
Date: 01/08/2024
I am rejecting this response because:
Money gram Keep saying I have no Serial number is a lie. The first thing I did was to go back to the money gram store and explain what happened with my receive and serial numbers And was told to go online on money gram website I told them I have no Access to one And for future reference what about people who pay for money orders and it get lost or stolen the money gram should immediately put a stop to the serial number and get a be fun in the store I had BOTH to get a money order in that amount or get my money back now its January 1 **** I just want to get back my money should I go back to the money gram store with my receives and serial number to get this resolved?

Thank you

Happy New Year
Customer Answer
Date: 01/09/2024
To BBB I Just wanted my money back because that would be a loss of my money That I work hard for I have my receives and serial numbers So what I wanted to know from money gram I would go back to money gram to see if i can get my money back and bring my receives and serial numbers with me ASAP thats all I needed to know from money gram MG do not have know consideration for customers dealing with their money loss at all very bad Business So I will go back to money gram to retrieve my money or money order in that same amount And also I smoke to them with respect not like them giving me attitude when Im explaining the money orders was Loss to MG I will go back to MG to see what they will do And if MG gives me a hard time I will have to make a complaint again this matter is really ridiculous for consumers to have to go to this Extreme to get money back MG need to put in consideration everybody doesnt have a Computer or assess to one as long as the customers have their receipts and serial number that should be no problem resolving customers problem when consumers money was lost by mail or other MG shame on them and MG should be investigate to make sure consumers dont lose money dealing with MG BBB thanks and Happy New Year
you might hear back from me
Initial Complaint
Date:11/08/2023
Type:Order 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 Oct 8, 2023, I attempted to send money to ******** two separate times from two different bank accounts. I had to cancel. I received an immediate refund for the first one. One full month later I have not received my refund for the second try. Filling a complaint for a refund with moneygram is virtually impossible. Please help.
Business Response
Date: 11/21/2023
MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns.

According to MoneyGrams records, ******************** used our services to complete a transfer on October 8, 2023. The transaction was rejected and canceled the same day.MoneyGram attempted to process a refund of the transfer, but the refund was rejected by Mr. ********* financial institution.

We advise ******************** to contact his financial institution for assistance with the refund. If they remove the restriction, MoneyGram can retry the refund request.

MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 11/21/2023
I contacted ********* in reference to the response from moneygram. They were unable to locate any reason my refund would be denied. I respectfully request that moneygram check their refund attempt for a rejection reason from the institution. There is no block on my account for **********************. It would be appreciated if moneygram would contact me directly to resolve the issue. Thank you. ************************* ************ *******************
Customer Answer
Date: 11/28/2023
I am rejecting this response because:
I contacted BancFirst in reference to the response from moneygram. They were unable to locate any reason my refund would be denied. I respectfully request that moneygram check their refund attempt for a rejection reason from the institution. There is no block on my account for **********************. It would be appreciated if moneygram would contact me directly to resolve the issue. Thank you. ************************* ************ *******************
Business Response
Date: 12/07/2023
The refund was able to be processed by MoneyGram. Please allow up to ten business days for the funds to be credited back to the account.

We apologize for any inconvenience this may have caused.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 12/11/2023
I have reviewed the business response and accept this resolution. I received reimbursement today. Thank you BBB and Mobey gram
Initial Complaint
Date:11/01/2023
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.
There are denying service Online to send money but they're telling me I'm allowed to do it in person I do not understand why they Denying me service and they will not give me an explanation But I can go physically send money through them but I cannot do it online and they locked me out and they will not give me a reason why and they're pretty much just telling me There is nothing I can do and they will not Tell me why
Business Response
Date: 11/14/2023
MoneyGram appreciates the opportunity to review and respond to Mr. ****** conerns.

MoneyGrams business is subject to a wide range of laws and regulations globally, including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews of consumers activities and may put restrictions in place. Due to security reasons we are not able to provide detailed information regarding our review process.

MoneyGram has completed our investigation regarding Mr. ****** concerns. We have reviewed the matter and found that ************** is restricted from utilizing our services.We acknowledge this isnt the outcome he may have requested; however, this decision has been made after careful consideration, and we apologize for any inconvenience this may cause **************.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 11/20/2023
I am rejecting this response because: I do not understand theid problem because I am allowed to use their services in person . But use it at 1 of their public locations But I cannot send it online this does not make sense to me and I think they tell me that nothing but mambo jambo sounds like a Lame excuse to telling me to go away I'm sorry I am not satisfied with your answer It seems like they do not wanna be bothered with their complaints and they feel they don't have to answer to the public being a public company I think they should be responsible and answered to their public thank you. ***********************
Business Response
Date: 11/27/2023
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 a send activity or with the purpose of a transaction, the service could be declined.

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

Thank you,
********************** Regulatory Governance
Customer Answer
Date: 11/27/2023
I am rejecting this response because: I'm sorry that is not an acceptable answer to my question you still go back to the original fact I cannot send money online but I can go to the store and send it they do not deny me sending money from the store I do not understand this and it's not acceptable answer all they wanted to do is push me aside I kinda would like a proper answer why am I being pointed out and My services are not being Restored I do not understand this
Initial Complaint
Date:10/28/2023
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 June 28, 2021, I completed a money transfer request online for $200 (ref #********). The money was debited from my checking account, but the recipient never claimed the money. I attempted to cancel the transaction to no avail. I've live chatted with a representative and was told the transaction was too old to receive an automatic refund and needed to be researched. I still have not had been given a resolution and it has been over a year through this method. I attempted to contact them through their complaints department online. The website will not submit the request. It will just reload the page and delete my form. I have also called and spoken to a customer rep as well. They have failed to respond to my previous attempts for a refund.
Business Response
Date: 11/10/2023
MoneyGram appreciates the opportunity to review and respond to Ms. **** concerns.

According to MoneyGrams records, ********** used our services to complete a transfer on June 28, 2021, intended for payout to ************* in *******.

Our records indicate that the funds were paid out to the intended receiver on June 29, 2021. The receiving agent confirmed that the funds were paid out, therefore a refund is not available.

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:10/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have sent 2 transactions via moneygram. Both with their assistance as to how it should be sent. These were sent to Securus telephone inmate services. Both have sat in transit for months. I contacted moneygram about a refund. I was told it would be refunded in 90 days. And given a case number ********. They have never been refunded and still say in transit, yet money gram continues to tell me my money has been refunded and the case has been closed. The closest answer I have gotten as to where my money is.. is that it was sent to my phone number and to call my phone provider to get it. Now A, I paid with my credit card so why in the world would you issue a refund to my cell phone number? It should be refunded to the original form of payment! And B, I pay my cell phone company att they dont pay me! Its a co they bill me. I cant call and ask where is my money! This is the most ridiculous thing I have ever heard!! I also called ******* and they said NO a transaction has ever came to them via my sons inmate number. So in a nut shell moneygram didnt send it to the right place therefore its sitting in transit. Then they tried to refund it to a cell phone number which is crazy to even think possible!! I want this money thats been months and months in transit refunded to my original **** I made the purchase with! Not a cell phone number thats impossible! They were $19.99 each charges minus the $4.99 fee. I asked for the refund within the time frame for the whole $40 back! Reference number for June 2nd is ******** and for August 5th is ********! Ausgust 5th 2 reps helped me and assured me that I did it right and it still never went!! I expect back both transactions to my **** card you took it from! Not some cell phone number I used to make my account!! Thats crazy!! How many people do you hold their money? If they are in transit then obviously you never refunded it!! You email says you did! It has NOT been refunded and I cant get anyone to understand that there!
Business Response
Date: 11/07/2023
MoneyGram appreciates the opportunity to review and respond to ********* concerns.

According to MoneyGrams records, ************ used our services to complete an express payment on June 2, 2023, intended for ****** Securus Phone Accounts in the amount of $15.00. The transfer was completed, and funds were delivered to the ****** on August 5, 2023.

*********** completed an express payment transaction on August 5,2023, intended for ****** Securus Phone Accounts in the amount of $15.00. The transfer was completed, and funds were delivered to the ****** on the same day.

*********** stated that the funds were not delivered, so MoneyGram reached out to the ****** for the status. The ****** confirmed that they received the funds and credited them to ************** account. ************ will need to contact the ****** directly with further questions/concerns. As MoneyGram is not in possession of the funds, a refund is not available.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 11/10/2023
I am rejecting this response because: They show the money sent to ************ this is my cell phone number. There is absolutely NO where to accept these funds. They should know because it doesnt say paid it says in transit. The reason it says in transit is they sent them to a phone number not an account number they screwed up. As for ******* I have contacted them and even they have told me the funds have NOT been added that they dont even see them. That they would need added to account
********************. At the ******** leee adjustment center. But they have never been sent because money gram sent them to my cell phone number not the account number the funds go on. They know the ********************** hasnt left-them as it shows in transit!!
I bet if investigated this would turn out to be millions a year not paid. Which is suit for services not rendered. Either send it to correct account and not a phone number or refund it!

Business Response
Date: 11/17/2023
MoneyGrams records indicate that both transactions have been received by the ****** and they are not in transit or pending. The transactions were initiated online and were sent per ********* instructions. As previously stated, the ****** confirmed the funds were received therefore a refund is not possible.

Please contact the ****** directly for any further questions or concerns.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 11/23/2023
I am rejecting this response because: The money was not sent to Securus. They have checked. Anyone is welcome to call Securus with that transaction or reference id and they will tell you it wasnt sent. However money gram has issued a refund (even though they claim they cant!!) for one of the transactions. It was sent to my bank a few days ago.
If they can refund one that was in transit they can refund both. But I am thankful to have at minimum received back one. Thank you!! I would like to have the other returned!!
Basically this is going to an account at Securus for my son to call home. Its a prepaid calling card type service. The company states the $$ were never sent to his account they were sent to a phone number which is my cell phone. Instead of an account number. I have asked multiple times for this to be corrected and all I get told is.. call my cell phone company and get my $$ thats not how it works. I pay att they dont pay me. I cant get $$ from att. So basically its stuck in transit because it was sent to a cell phone number (the one I used to make the account with ********************** that had nothing at all to do with the transaction) for some reason moneygram used my cell number as the account number it was going to, which it has no way to get anywhere!! No one has it. Its just sitting! I dont have it, Securus dont have it, money gram says they dont have it. But yet it was given to them to conduct a transaction and they failed to do that properly: it was sent to a cell number associated with my profile and account log in with them absolutely nothing to do with the place I sent the $$ and its stuck!!

Anyway as I said they did issue one refund. No reason they cant the other!! But I am thankful for one!! As I feel thats all the resolution I will get!!
Initial Complaint
Date:10/24/2023
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 mother tried paying her insurance with with ********************* with ******** She had a bad experience trying to pay it at ****** previously so thought this would be a better experience. ******* uses Moneygram. Same things happens. They misapply her money. Neither ******* or Moneygram will refund her. They keep blaming each other for the mistake and are holding her money hostage. The last time this happened her insurance went up because it looked like she made a late payment. ******* ****************. SB IN ***** ****** store mg#************. Reference # ********. Money grams# ************ case # *** 91 661. This is money gram information they gave me and the # of money gram The General # is. ************. Policy # is *******
Business Response
Date: 11/06/2023
As the 3rd party is not the sender, MoneyGram is unable to investigate further. Please ask the sender to contact MoneyGram directly for further assistance.

We apologize for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 11/06/2023
I am rejecting this response because: They clearly see this policy was for our family. They have done everything in their power to delay doing the right thing and caused a lap in insurance. They've had the information to "investigate" before they were reported to the BBB, but don't respect the community enough to take us seriously.
Business Response
Date: 11/15/2023
Unfortunately,MoneyGram is only to discuss transaction details with the sender. Please ask the sender to contact our customer service department at ************** for additional assistance with any questions and/or concerns.

We apologize for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:10/19/2023
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.
Company promoted first transfer is fee free. So I sign up go to send a transfer and there is a fee of $3.17. I go into chat and they say the promotion isnt available in the us. Well I link to the US site and they still say the same thing. They are doing a classic bait and switch tactic.
Business Response
Date: 11/01/2023
MoneyGram appreciates the opportunity to review and respond to Mr. ********** concerns.

MoneyGrams website indicates that the $0 Fees* on your first online money transfer only applies when sending internationally. *** domestic (** to US) transfers are excluded.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:10/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Complete This transaction has been successfully sent to **************************************** .REFERENCE NO. ******** Receiver **************************************** Send Amount ****** USD Receive Amount ****** USD Receive Method Direct to Bank Account Transaction Date Aug 18, 2023 Transaction Time 12:46 PM Completion Date Aug 18, 2023 Completion Time 12:00 AM
Business Response
Date: 10/31/2023
MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.

According to MoneyGrams records, ************** used our services to send funds to a receiver on August 18, 2023. Our records indicate that a chargeback was received on September 5, 2023, resulting in Ms. ****** financial institution reversing the funds that were sent to the receiver, which resulted in a loss to MoneyGram. On September 29, 2023, the receiving bank rejected the transfer and returned the funds back to MoneyGram. As the funds were returned to ************** on September 5, 2023, via the chargeback process, no further refund is owed.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:10/16/2023
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.
-06/13/2023 -$ ******** MXN -Fabric Flowers for a Flower Arrangement - Money Gram closed my account after i made the report the lady never responded when i would follow up on my product and i told her when i needed it by and didnt respond.- Was resolved she never responded but send my product after the date i needed. -Money Gram Ref: ******** - i found her on ******** and ******* Account is legit and has many followers and didnt have issues
Business Response
Date: 10/27/2023
MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.

MoneyGrams business is subject to a wide range of laws and regulations globally, including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews of consumers activities and may put restrictions in place. Due to security reasons, we cannot provide detailed information regarding our review process.

************** is restricted from using MoneyGrams services. We acknowledge this isnt the outcome ************** may have requested; however, this decision has been made carefully,and we apologize for any inconvenience this may cause.

Thank you,
MoneyGram Regulatory Governance

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