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

549 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:08/09/2023
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.
Sent payment to wrong party through Money Gram.Called Money Gram about the payment they told me to get in touch with ******************* says they havent received a payment . Meanwhile both parties are giving me the runaround about a refund
Business Response
Date: 08/21/2023
MoneyGram appreciates the opportunity to review and respond to ************** concerns.

According to MoneyGrams records, on July 31, 2023, ************ used our services to complete an express payment in the amount of $650.00 plus a $9.00 processing fee to Ally Auto. Our records indicate that the funds were successfully sent to Ally Auto on the same day.

************ will need to contact Ally Auto directly at ************** for assistance with a refund as MoneyGram is no longer in possession of the funds.

MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:08/09/2023
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 contacted MoneyGram several times concerning money that was sent with the wrong receiver code. I tried to pay my mortgage July 17 online through MoneyGram. I had the Rocket Mortgage representative on the phone while I did the transaction. She gave me the account number, the routing number, and a receiver number to enter on MoneyGram a few days later I noticed that the payment wasnt showing on my payment history for my mortgage. I contacted MoneyGram and filed a complaint. I also contacted my credit card and disputed the charge. I received the email from MoneyGram stating that the money was deposited into the correct account and my case was closed. However, the money is still not showing in my payment history but it has come off my credit card. I received a letter in the mail from Rocket Mortgage asking for the payment. I spoke to someone at Rocket Mortgage and found out that the receiver code was wrong. I am waiting to hear back from MoneyGram to re-open a case to find my money. I am also waiting to hear back from the credit card company to see what they have on my dispute.
Business Response
Date: 08/22/2023
MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.

According to MoneyGrams records, on July 17, 2023, **************** used our services to complete an express payment in the amount of $2633.51 plus a $68.83 processing fee. Our records indicate that the funds were delivered to the ****** on the same day.

On August 9, 2023, a refund was processed back to Ms. ******* account after the ****** rejected the payment and returned the funds to MoneyGram. Please allow three to ten business days for funds to be credited back to the account.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 08/22/2023
I have reviewed the business response and accept this resolution. The funds have been received. Thank you.
Initial Complaint
Date:08/07/2023
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.
Hello, I transferred the payment with MoneyGram for the service. MoneyGram has a very clear policy that the refund option is available for 180 days. There are no other conditions indicated in order to get a refund. Once I requested a refund, the representative over the phone said that they will not refund the money. It is when they have a guaranteed refund policy online. The next morning, when I logged into my account, ********************** deleted it without my authorization just to wipe off the history of the transaction. Never seen such a scam. This company is a total fraud and should be out of the financial business for sure.
Business Response
Date: 08/17/2023
MoneyGram appreciates the opportunity to review and respond to ******************** concerns.

According to MoneyGrams records,****************** used our services to complete a transfer in the amount of $676.40 plus a $23.28 processing fee intended for deposit to her receivers account on July 16, 2023. Our records indicate that the funds were successfully credited to the intended receivers account. As the funds have been deposited, no refund is available.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 08/17/2023
The MoneyGram policy stating that the refund can be provided during 180 days. There are no conditions indicated why the money cannot be returned. Money Gram has poorly written policies and don't provide their customers any refund although it was promised. There will be no excuses for misleading the customers. Instead of fixing the issue, MoneyGram deleted my account with them when I have all printed out long time ago.

MoneyGram is not safe system to use to transfer any funds if the refund will be not provided.

I paid for the service because MoneyGram guaranteed a refund. I attached the policy they have online.

The service was not provided and the person just disappeared with the money.

When I called MoneyGram they stated that they will not provide the refund guaranteed by their policies.
Business Response
Date: 09/20/2023
A refund of a transaction is only available if the funds have not been deposited or paid out. Once a transfer has been received, a refund is no longer available.

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 the transaction's purpose, the service could be declined.

Please be advised that as MoneyGram does not feel comfortable with your sending activity, your name was put on restrictions in the MoneyGram system which disables you from using our service. We acknowledge this isn't the outcome you may have requested; however, this decision has been made after careful consideration, and we apologize for any inconvenience this may cause you.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:08/03/2023
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.
On May 13 2023I sent a transfer to ******** to cousin for a 100 dollars , to my surprise going through money gram transactions on line someone made a transfer of $600 dollars using my cousins name steal the money, she never received the money because neither her or me knew anything or knew reference #the receipt say it was picked up the 18 of May but also says the transaction was made the 19 , how is that possible . I have asked the to tell me where it was picked up, no answer just told me money is gone
Customer Answer
Date: 08/05/2023
I have received a call from business and received refund ****
Customer Answer
Date: 08/07/2023
I resolved the matter with money gram, please close complaint
Business Response
Date: 08/15/2023
MoneyGram appreciates the opportunity to review and respond to ************************ concerns.

According to MoneyGrams records, a transfer in the amount of $600.00 was sent on May 19, 2023, and deposited to the intended receivers account on the same day. The screenshot ********************** provided in the complaint showing that the funds were received on May 18, 2023, is not accurate. As the funds were deposited, no refund is available.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 08/24/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/02/2023
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.
They are abusing, they make a mistake .I waiting for the email transfer I did not receive.I called them they said to me to wait 10 days until they will finish investigation. I cant wait I really need it .we going to make petitions with ******** deputy about this company they have to stop using customer ********************** . Is to much
Business Response
Date: 08/14/2023
MoneyGram appreciates the opportunity to review and respond to our consumers concerns.

According to MoneyGram's records, the transaction was rejected by the receiving bank on August 2, 2023. A refund was processed and made available for the receiver to collect via new reference number on the same day.Our records indicate that the funds were successfully collected on August 2,2023.

MoneyGram apologizes for any inconvenience this may have caused.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:08/01/2023
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 7/28 I used MoneyGram to transfer money to a bank account. The transaction was processed under reference number ********. I received a text that the Transaction was completed and money was sent about 10pm on 7/28. Checked the receivers bank account and ********************** was not available. They did take my money and could not tell me where it was $959.80 which was needed for a mortgage payment that the receiver is now behind on because of this company. Contact MoneyGram, they verified the recievers account information with me and told me everything was correct said they could not cancel the transaction because it was already completed but would open up an investigation take up to 90 days. Called the receivers bank and they showed no record of an incoming transfer. August 1st I reached back out to MoneyGram to let them know the money still is not there in the account, the rep today now tells me the funds were rejected by the bank because account information was incorrect (a lie). I also noticed on my transaction details on their site it says I processed transaction on 7/28 which was correct but it was saying completion date 7/27 how is that even Possible? Its like it was a fake receipt or something and they just took my money. After pointing that out the rep just abruptly canceled my transaction saying it will be refunded to me within 10 days and then closed the chat on me. I see nothing but hundreds of complaints online about them saying people will receive refunds and they dont get them in the 10 days as promised I want this noted because I want my money back this is not a game and has caused someone to be behind on their mortgage. They playing w/ peoples money. I look at the email today about the transaction being canceled and it isnt even correct it says that the Transaction is canceled and will be refunded but listed the receive method as cash pickup and it was not a cash pickup it was an attempt to transfer to a bank account how can you even get that wrong? Terrible
Business Response
Date: 08/14/2023
MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.

According to MoneyGrams records,**************** used our services to send funds to a receiver. The transaction was rejected by the receiving agent. The transaction was refunded on August 1, 2023.The standard refund timeframe is three to ten business days.

MoneyGram apologizes for any inconvenience **************** may have experienced.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:07/25/2023
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.
I purchase these money order and the place of business never receive them for the payment of my debt owe, The money order has never been cash as of today, I would like to get refunded of the money order I purchase,
Business Response
Date: 08/03/2023
MoneyGram appreciates the opportunity to review and respond to our consumers concerns.

A refund or a replacement for a money order(s)can be requested online. A money order can be tracked online by the money order serial number and amount. You can request a photocopy of a money order by visiting our website at www.moneygram.com and clicking on ************ which is found next to the Plus Rewards at the top, and then clicking on Money Orders under Help Topics.

Should you have additional questions, you can call **************. The operating hours are Monday through Friday 8:30 am 6:00 pm CST, closed Saturday & Sunday.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 08/21/2023
We have requested Better Business Bureau to assist us with getting a refund. For a money order, we went to the place of business to purchase.
The money order was not submitted to the *******. **** was not paid with the money order that was purchased. I cannot be satisfied, and will not be satisfied. Until moneygram has completely refunded me. The 3 money orders that I purchase from their place of business.
Business Response
Date: 09/14/2023
To obtain the status of the money orders, MoneyGram will need the serial numbers and amounts of each money order. **************** has not provided this information; therefore,we are unable to investigate further.

MoneyGram recommends that **************** check the status of the items online at: *********************************************************************************************** . If the items are eligible for replacement, she can submit the request online and the request will be processed within **** business days.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 09/21/2023
In February of 2020 have sent to moneygram copies of the money order that we purchase. I've only received the letter back saying no such address exists. I personally found a different address. there headquarters in ******, *****. I have sent the letter back out to them again. Trying to resolve this issue with this money order. That has put me in a financial crisis. And I need your assistant to get my money.
From this moneygram.
Customer Answer
Date: 09/27/2023
I am rejecting this response because:
In February of 2020 have sent to moneygram copies of the money order that we purchase. I've only received the letter back saying no such address exists. I personally found a different address. there headquarters in ******, *****. I have sent the letter back out to them again. Trying to resolve this issue with this money order. That has put me in a financial crisis. And I need your assistant to get my money.
From this moneygram.
Initial Complaint
Date:07/25/2023
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 business in question , Is allowing people (my stepfather) to send Money to ****************** in My Name without my knowledge or consent , I've been there to confront them about it , and asked them to please stop letting it happen , But they still do it , This didnt Only happen 1 Time , Its been happening for the past 3 years , I also asked my stepfather to stop but he doesnt listen , So now im just looking for my options .
Business Response
Date: 08/08/2023
MoneyGram appreciates the opportunity to review and respond to ****************** concerns.

Based on the information provided, MoneyGram was unable to locate any transaction history associated with ****************** name or personal information.

************** may report any incident of fraud or suspected identity theft to his local law enforcement agency. We will assist the police in any investigation they make and provide all necessary transaction information if they send us a legal request.

This is our final response to your complaint. If you have any additional concerns, please contact us at ******************************************.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:07/21/2023
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.
On have been only Money Gram for years to send money to my relatives back in *************************************. On 7/21/2023, while attempting to send money to my father, who is sick and in the hospital, I updated my home address and debit card information. I was logged out of my account by the system. I called Money and provided all my information to the agent, and I was told my account had been canceled and I can't send money with money gram going forward. I asked why this decision was made, but the agent couldn't give me a reason. I asked to speak to a supervisor; the agent replied I'm the supervisor. I asked to speak to his manager, who said no one was there to talk to him and hung up.
Business Response
Date: 08/02/2023
MoneyGram appreciates the opportunity to review and respond to our consumers concerns.

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

In order 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.If MoneyGram does not feel comfortable with an activity or with the purpose of a transaction, the service could be declined.

After additional review, the profile has been re-opened,but MoneyGram is not able to comment on the specific reason for the decline of service.

When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting our consumers and our obligation to abide by the various internal and external compliance requirements referenced above.

MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:07/20/2023
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.
Realice ** envo por MoneyGram el da 7/5/2023 la cantidad de $2,100.00 de los cuales MoneyGram me entreg con ** depsito directo a ** banco en ********* (Bampro) la cantidad de ******** crdobas que *** cantidad en dollares *** es la cantidad de $1,872.33 quedndose MoneyGram con **a cantidad de mi dinero de $227.67 por lo tanto me com**ique con MoneyGram y no me resolvieron *********** reclamo de la transaccin nmero ********
Business Response
Date: 08/01/2023
MoneyGram appreciates the opportunity to review and respond to ************** concerns.

According to MoneyGrams records, on July 6, 2023, ************ used our services to complete a transfer of funds to a receiver. ************ was advised during the send process that ********* NIO would be credited to the receivers account.

*********************** records indicate that the transaction was processed correctly and successfully deposited, therefore no refund is available.

Thank you,
MoneyGram Regulatory Governance

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.

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MoneyGram is NOT a BBB Accredited Business.