Complaints

This profile includes complaints for MoneyGram's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MoneyGram

  2828 N Harwood St Fl 15 Dallas, TX 75201-1518

• 

  Money Gram

  755 Bergen Avenue Jersey City, NJ 07302

• 

  MoneyGram International

  8097 Tara BLVD Jonesboro, GA 30236

• 

  MoneyGram

  2601 nw 17 th fort worth, TX 76106

• 

  MoneyGram International

  5265 Glade Rd SE Acworth, GA 30102

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:09/26/2023

  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.

  ON 9/15 I WENT TO A CVS AND 2 WALMARTS TO GET A MONEYGRAM SEND FROM NETSPEND THAT I WAS TOLD IT WAS NOT THERE WHEN I GET TO EACH LOCATION....AND NEITHER ONE HAVE REFUNDED ME FOR THE CLAIM, WHICH I NEGOTIATED THE AMOUNT FROM OVER 700 TO 250 AND I STILL HAVE NOT RECEIVED MY FUNDS AND THAT IS NOT GOOD FOR BOTH OF THESE WHEN I WENT TRHOUGH A DISPUTE FROM WHICH NETSPEND DENIEED THE CLAIM SO IN REALITY WE ARE BACK AT THE BEGINNING OF THE CLAIM BEING THE FULL PRICE BECAUSE NEITHER HAVE TRIED TO CORRECT THIS ISSUE SO WE ARE BACK AT THE FULL PRICE OF THE CLAIM SINCE THE I DIDNT GET MY MONEY AND THEY HAVE YET TO CORRECT IT IN THIS FRAUD CAUSE SO I WANT ALL MY MONEY THAT NETSPEND OWES ME

  Business Response

  Date: 10/05/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ***** concerns.
  
  According to MoneyGrams records, funds in the amount of $250.00 were sent and intended for collection by *********************. The funds were successfully collected on September 7, 2023. The agent has confirmed that the funds were paid. As the funds were collected, a refund is not available.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 10/05/2023

  I am rejecting this response because:   they owe me $250 because netspend transferred the money to a moneygram account and when i went to pick it up from a cvs and a ******* both said the money was gone, moneygram had given the refernce number to anoher person allowing them access to my funds

  Business Response

  Date: 10/13/2023

  MoneyGrams records indicate that a person identifying themselves as the intended receiver of the transaction visited a MoneyGram location and completed a MoneyGram 'receive form' requesting payment of the funds. In completing the form, the recipient correctly provided the names of the sender and the receiver, along with the (8-digit reference number) that is associated with this transaction.The recipient also presented the receiving agent with photographic identification. When an agent is presented with identification that meets our photographic requirements and the correct reference number is provided,MoneyGram is contractually required to release the funds. Subsequently, the transaction amount was paid out by the MoneyGram agent. The agent confirmed that the funds were paid out, therefore a refund is not available. We now consider this matter closed.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/22/2023

  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 purchased a money order on July 9,2021. The money order never made it to it's desired location. I checked on the money order for almost two years. It still was never cashed. I filed for a replacement money order on the 3rd of April 2023. I was given information about the replacement, which doesn't sit well with me. I do understand why I am being charged fees for a money order I purchased. It was not my fault that the money order didn't make it to the source. I am being penalized for asking for a replacement money order. This is not right in no way, shape, or form. I would appreciate it if my $177.00 was returned to me, without me being held responsible for something that was out of my control. Thank you in advance.

  Customer Answer

  Date: 10/04/2023

  I know I recently filed a complaint against money gram. The the reason I am refiling is because, I received an email that I would receive $92, of my $177.00, because of processing fees. The part I do not understand is, I did nothing wrong except to get a money order through money gram. The money order didn't make it to the place it was suppose to make it to, I was told by my company, that I am owed my $177.00, because it is still my money. The money order I bought and paid for, That is the reason I don't understand why money gram is charging me, to get my money back, so I am being charged twice, just to get what's owed to me. I saw in the email that they took the $60.00 service fee off, but the replacement is still $92.00, therefore they are still taking the same amount from me. I don't understand why is it so hard to replace my $177.00, and putting fees on my to keep part of my money that is owed to me. The money order is dated July 9, 2021, I will continue to file a complaint until I receive my $177.00, which is rightfully me.

  Business Response

  Date: 10/05/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.  
  
  According to MoneyGrams records, ************** submitted a request for refund in April 2023.The refund request was processed in April 2023 via a money transfer and the details were sent to ************** via email. $25.00 processing fee + $60.00 servicing fee was deducted from the face amount of the money order, bringing the total face value of the refund available to $92.00.
  
  Please note that if a money order is not used or cashed within one year from the date of purchase, a non-refundable monthly service charge is assessed and the service charge is deducted from the face amount of the money order. The service charge agreement is located on the back of each money order.
  
  The refund was available for ************** to collect from any MoneyGram agent for 90 days but has since expired. A new reference number was issued and sent to ************** via email from her money order case on September 29, 2023. The funds in the amount of $92.00 will remain available for ************** to collect for 90 days.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/21/2023

  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.

  A bill payment transfer was submitted to a ****** via Moneygram on September 6th at 8:17PM CDT for the total amount of $425.The automatic confirmation email sent by the system did not contain/include the reference number as usual but the payee, the fees and the total cost. This was an indication of a potential system error. I was able to get the reference number after a few minutes.After 3 days, the payment was still not received by the payee, and it is still the case as of today September 21st, 2023.I have contacted the payee on several occasions and is unable to trace/has no proof of payment sent by Moneygram. Moneygram on the other end is not helping as usual. I have requested a refund but their only excuse is that they are waiting for the payee to respond even though it is just a phone call away.

  Business Response

  Date: 10/03/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns.
  
  According to MoneyGrams records, Mr. ******** used our services to complete an express payment to *********** Auto Finance on September 6, 2023. MoneyGrams records indicate that the payment was successfully processed and sent to the ****** on the same day.
  
  Mr.******** stated that the payment was not posted, so MoneyGram reached out to the ****** for confirmation that the payment was posted. The ****** responded and advised that the payment was posted to the account.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/20/2023

  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 sent $140.00 in funds using MoneyGram, to a dear friend in ******, *********** on 6/23/2023. About 4 days later, when my friend, *****************************************, informed me that his bank, *********** had not received any money for him, I contacted MoneyGram and was told there was a delay but that the transaction was in process and that it was too late to cancel and resend as a cash pickup. Three more days later, my friend's bank informed him again that nothing had been received to his account despite ********************** telling me that the transfer went through.Fast forward three months and 3 case numbers later, #********, #********, and #********, and I am still trying to find out what happened to my money, as my friend most definitely did not receive it, which I confirmed directly with his bank over the phone, so anyone's guess why MoneyGram hasn't done the same. They still insist that the transfer went through when that is simply not possible. They have marked each case as 'resolved' without actually providing any real resolution. MoneyGram has also never bothered to follow up directly with ***********

  Business Response

  Date: 10/02/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ***** concerns.
  
  According to MoneyGrams records, ************ sent funds for credit to her receivers mobile wallet on June 23, 2023. Our records indicate that the funds were credited to the account on June 30, 2023.
  
  As ************ stated that the funds were not delivered, MoneyGram reached out to our partner for confirmation of the deposit. The partner responded and confirmed that the funds were successfully delivered.
  
  After completing our investigation, we have determined that a mistake has not occurred as defined under the Remittance Rule. MoneyGram is satisfied that all necessary steps were taken to pay out the transaction to the account number provided at the time of the send.
  
  As MoneyGram has determined an error has not occurred, we consider this matter closed.
  
  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

  Customer Answer

  Date: 10/05/2023

  The statement from MoneyGram, "According to MoneyGrams records, ************ sent funds for credit to her receivers mobile wallet on June 23,2023." is false. The $140.00 in funds were instructed to be sent to the account number of the recipient, Account# ***********, at his bank, which is ********** in ******. However, when the recipient, *****************************************, arrived at his bank to retrieve the funds he was told by the staff that no funds had been received for him. ********* returned to the bank several times, including on June 30, 2023, only to be told the same thing; that no funds were received for him.
  

  I spoke directly with ********** at *************** on Wednesday, September 6th, to ask about the transaction and was informed by them that funds cannot be received from MoneyGram directly to a customer's account. The ********************** has to be received as an over-the-counter transaction for the recipient, which the bank claims was never done. Therefore, I fail to see how this transaction was "successful."
  

  MoneyGram insists that the funds were delivered, yet, to my knowledge, they have not spoken with **********, nor has MoneyGram ever shown me any proof whatsoever that the transaction was carried through. As far as I know, my money is still stuck in limbo and clearly has never been delivered, yet MoneyGram claimed that my money would be safe with them.

  The recipient has never received the $140 USD that I sent to him, nor has **********, according to their staff. Until I see something on paper or digitally that shows the money was received by ********** and delivered to *************************************, I have no choice other than to conclude that my money was stolen, namely by MoneyGram.  

  Customer Answer

  Date: 10/05/2023

  I am rejecting this response because:  The statement from MoneyGram, "According to MoneyGrams records, ************ sent funds for credit to her receivers mobile wallet on June 23, 2023." is false. The $140.00 in funds were instructed to be sent to the account number of the recipient, Account# ***********, at his bank, which is ********** in ******. However, when the recipient, *****************************************, arrived at his bank to retrieve the funds he was told by the staff that no funds had been received for him. ********* returned to the bank several times, including on June 30, 2023, only to be told the same thing; that no funds were received for him.
  
  I spoke directly with ********** at *************** on Wednesday, September 6th, to ask about the transaction and was informed by them that funds cannot be received from MoneyGram directly to a customer's account. The ********************** has to be received as an over-the-counter transaction for the recipient, which the bank claims was never done. Therefore, I fail to see how this transaction was "successful."
  
  MoneyGram insists that the funds were delivered, yet, to my knowledge, they have not spoken with **********, nor has MoneyGram ever shown me any proof whatsoever that the transaction was carried through. As far as I know, my money is still stuck in limbo and clearly has never been delivered, yet MoneyGram claimed that my money would be safe with them.
  

  The recipient, who is a dear friend, has never received the $140 USD that I sent to him, nor has **********, according to their staff. Until I see something on paper or digitally that shows the money was received by ********** and delivered to *************************************, I have no choice other than to conclude that my money was stolen, namely by MoneyGram.  

  Business Response

  Date: 10/12/2023

  MoneyGrams records indicate that the funds were successfully credited to the intended receivers account, therefore we are unable to refund the transfer as MoneyGram is not in possession of the funds. To request proof of deposit of the transfer,please email an official copy of the receivers statement to show the funds were not delivered. *******************************************
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 10/18/2023

  I have reviewed the business response and accept this resolution. Once I obtain the ********** statement for ***************************************** account showing proof that no deposit transaction occurred in June or July 2023, as MoneyGram claims, I will forward it to the customer service email address provided, in the hope that I will finally be allowed a refund of $140.00 USD, because at this time, my money is still lost or stolen. 

  My sincerest regards and appreciation to the Better Business Bureau (BBB) for assisting me in this matter. 

  Best,

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

• Initial Complaint

  Date:09/18/2023

  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.

  On August 10th, 2023 at 11:38 am, I carried out a wire transfer transaction at ******* via Moneygram to send $1525 **( (or 2021 ********) dollars to a ******** ******* of **************** was an error on the entry because the university did not recieve my transaction. I filed two cases with Moneygram international for a refund, and although there was an error on behalf of an employee, moneygram international has rejected two of my cases due to the remittance rule. However, there was a mistake made upon entry and I would just like to be refunded $1525 US dollars for this big mistake. This money was going towards my entrance fee into ************** and I worked very hard for it. I have an email proving that this transaction didnt make it to the university and you could even reach out to the college. My most recent case number with moneygram international is ********. Transaction #: 74419926.Dates of both cases : 08/25/2023 08/10/2023

  Business Response

  Date: 09/28/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******** concerns.
  
  According to MoneyGrams records, on August 10, 2023, ****************** sent funds from the ** to a receiver in ******. Our records further indicate that the funds were delivered on August 11, 2023.
  
  MoneyGram has reached out to the receiving partner to request a refund as ****************** reported that funds were not delivered, however the partner rejected the refund request advising that the funds were successfully delivered.
  
  After completing our investigation, we have determined that a mistake has not occurred as defined under the Remittance Rule. MoneyGram is satisfied that all necessary steps were taken to pay out your transaction to the account number provided by you at the time the transfer was initiated.
  
  As MoneyGram has determined an error has not occurred, we consider this matter closed.
  
  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

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because: 

  *My university hasnt recieved this deposit fee that was supposedly sent. I have an email from the university to prove this statement and you can also get in touch with the university: The **************** of Medicine.

  *The incorrect receiver has recieved my funds.

  *I gave the employee all of the correct numbers to carry out this transaction via the given school information for a wire transfer.

  *This transaction was conducted at ******* via moneygram, therefore I request a refund on behalf of this conducted error.

  *I would like to be refunded for this inconvenience & if no fair resolution is reached, I will proceed and take legal action.

  Business Response

  Date: 10/12/2023

  MoneyGrams records indicate that the funds were successfully delivered to the account with the details provided by ******************. MoneyGram is not in possession of the funds;therefore, a refund is not available. Please contact the receiver for further assistance.
  
  We apologize for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/15/2023

  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 8/1/2023, I sent $100 to my mom via Moneygram. Moneygram gave me transaction confirmation number #******** as proof of transaction completion however the money was never sent to the recipient’s mobile wallet. MTM which is the recipient’s mobile wallet company, gave me a printout of all transactions which shows that Moneygram never deposited the money into the recipient’s mobile wallet account. I reported this to Moneygram on 8/3/2023. They told me they will investigate.
  
  Please see attached transaction report from MTM from Jul 31st through August 11, 2023. As you can see, Moneygram didn’t deposit the money into my recipient’s mobile wallet. I’ve sent this report to Moneygram, but they refused to give the money to my recipient or issue refund.
  
  I asked for proof that the money was sent to MTM mobile wallet so that my recipient can take it to the mobile wallet company & get her money, but they never gave me the proof they just closed the case. I know this is not a lot of money for Moneygram, but it’s my money & I want the money given to my recipient or a refund issued.
  
  If moneygram really did deposit the money into my recipient’s mobile wallet, I need a transaction report that my recipient can take to the mobile wallet company & claim her money.

  Business Response

  Date: 09/27/2023

  MoneyGram
  appreciates the opportunity to review and respond to Ms. *******’s concerns.
  
  According
  to MoneyGram’s records, Ms. ******* sent funds to her intended receiver’s mobile
  wallet on August 1, 2023. Our records indicated that the funds were credited to
  the receiver’s account on the same day.
  
  After
  completing our investigation, we have determined that a mistake has not
  occurred as defined under the Remittance Rule. MoneyGram is satisfied that all
  necessary steps were taken to pay out your transaction to the account number
  provided by you at the time the transfer was initiated.
  
  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:09/14/2023

  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.

  Moneygram will NOT issue me a refund for an active/open money order I have.I am the purchaser & the **** was returned filled out. (For a city job, I missed the deadline)My bank said to go to place of *************** of purchase said to call moneygram. I don't have access to a computer yet they still refer me to the website.

  Business Response

  Date: 09/26/2023

  MoneyGram appreciates the opportunity to review and respond to ******************** concerns.
  
  MoneyGrams records indicate that the money order is eligible for a refund. A refund has now been processed and the refund details will be sent to ****************** directly via email by our money order research team.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/11/2023

  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.

  My email address and debit card information was compromised, and a fraudulent transaction occured through MoneyGram's online transfer on July 30, 2023. I contacted MoneyGram's *********************** immediately upon notice of the fraudulent transaction, whereup an online account was created with my information without my knowledge nor consent and $100 was transferred from my bank account to someone in ******** (reference number ********) , again without my knowledge nor consent. I requested the fraudulent transaction be reversed and the fraudulent account be removed. I was told by MoneyGram's fraud department that the account would be removed but that the transaction could not be reversed on their end because it had already been completed, and to contact my bank regarding the transaction. I submitted a dispute with my bank to recover the money lost during the fraudulent transaction. That disput was overturned on September 6, 2023 when MoneyGram provided false documentation stating the transaction was not fraudulent, despite the fact that I was told by MoneyGram's fraud department that I had submitted a fraud report. I again contacted MoneyGram's fraud department to file another fraud report, as I originally assumed the first one had been filed incorrectly. Every representative I spoke to was not only rude, dismissive, and insulting, but they claimed it was my own fault my information was compromised and refused to file another report, and also refused to provide documentation proving the fraudulent account created with my information was deleted, despite continued emails regarding account use. Therefore, I would like to file a formal complaint against MoneyGram for not only allowing this fraud to occur, but also for lying to my bank and myself to protect their own diminishing reputation. I seek for my information to be permanently removed from their systems, along with proof that the information has been removed, as well as a refund for the fraudulent transaction.

  Business Response

  Date: 09/21/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ********** concerns.
  
  To protect against identity theft, our 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.
  
  MoneyGrams records indicate that refund was received via a chargeback process from your financial institution therefore an additional refund is not available.
  
  MoneyGram takes consumer fraud very seriously and is constantly working to combat fraud and other criminal abuse of its service. In doing so it liaises with police and international law enforcement agencies on a daily basis.
  
  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 ************************************************* reference case number ******** in all future correspondence with us regarding this matter.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 09/21/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/11/2023

  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 attempted many times to obtain information from MoneyGram regarding money that was fraudulently obtained from me. I filled out the online form on the MoneyGram website. I was the sender. I realize I will not get a refund, but I want MoneyGram to identify the transactions and amount sent. As of today, MoneyGram refuses to respond The transactions are:Reference No. ******** sent on 6/11/2022 to ***************************** Reference No. ******** sent on 2/22/2022 to ***************************** Reference No. ******** sent on 1/10/2023 to *****************************

  Business Response

  Date: 09/21/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. *********** concerns.
  
  According to MoneyGrams records, we were not able to locate where ************************ has previously submitted a request for the information mentioned in his complaint.
  
  To obtain the information, ************************ will need to submit a historical transaction request. The form and required documents can be submitted online at ******************************************************************** . Detailed information including pricing and the timeframe for processing the request can also be found at the same link.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/08/2023

  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.

  I sent online direct to back rent for my landlord with money gram. I sent **** and it said it would be available in hours . Its over 24 hrs mind you 34 dollars to process the send . And money gram is saying chase bank has their money but yet the money is not in his ********** account . And on my app for money gram it still says processing . My landlord called chase directly they said they are not holding any money at all they never received it . No I am asking money gram for a refund of my rent money and they are telling me 10 days but yet it took 2 seconds to take it from my debit card . I explained to several reps on the phone that I will be evicted if I wait 10 days to pay rent . They are not helping and I have no idea where this **** dollars is because his bank does not have it I will never use this service again. Zelle will me what I use moving forward .

  Business Response

  Date: 09/20/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ***** concerns.
  
  According to MoneyGrams records, ************ completed a transfer intended for an account deposit on September 7, 2023. Our records further indicate that the funds were successfully received on September 8, 2023.
  
  *********** contacted MoneyGram on September 8, 2023, to report that the funds were credited to the receivers account, therefore she did not want to continue with her request for a refund.
  
  Thank you,
  MoneyGram Regulatory Governance