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

• 

  MoneyGram

  120 10 Ave N Creston, BC V0B 1G0

• 

  MoneyGram International

  1077 Railroad St NW Conyers, GA 30012

• 

  Moneygram

  Ave FD Roosevelt Centro Commercial Caparra Guaynabo, PR 00968

• 

  MoneyGram International

  5110Jefferson Highway New Orleans, LA 70123

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:06/25/2023

  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.

  In January 2023 I purchased money orders from Moneygram. The receiver lost the uncashed money orders and I needed replacements. I did not have the Stub with the moneygram receipt number and began the investigation process. The process takes 60 days to complete and a $40 fee. 60 days after my initial filing I checked to see if the $40 money order had been cashed. It had not been. I canceled the money order and asked moneygram if they had received my request they had not. I sent another $40 and request and this time I sent it certified mail. At this time over 60 days had gone by, I called and had it investigated as the money order had been cashed this time. I have been going back and forth with money order still as of today June 2023 waiting for my replacement money orders. Online they have a status checker where you can input the case number and it states that as of June 6,2023 my funds were ready to be picked up but still I have not received an email with instructions to pick up the money yet and have escalated it twice. I asked to speak to a mananger or supervisor multiple times yet there is never one available. I need my money back, this is over $1000 that I have been waiting for.

  Business Response

  Date: 07/07/2023

  MoneyGram appreciates the opportunity to review and respond to ************************ concerns.
  
  According to MoneyGrams records, the search for the money orders were completed and the serial numbers were located. The refunds were processed on June 7, 2023. Emails containing the details on how to collect the refunds were re-sent to ********************* from each respective money order case on June 27, 2023.
  
  MoneyGram apologizes for any inconvenience ********************** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/23/2023

  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.

  Transaction occured on 11/24/2022 I Send the Money by Moneygram at night and it said received instantly right after being sent, the banks are not opened at night and they agreed that it was a server issue so I lost the ****** sent and I have being going back and forth with moneygram and the bank trying to fix this problem, moneygram says they refunded the money by payback, but they also declined the complaint from the bank so there was no way to get the refund, so I need help getting that refund back.

  Business Response

  Date: 07/06/2023

  MoneyGram appreciates the opportunity to review and respond to ***************************** concerns.
  
  According to MoneyGrams records, on November 24, 2022, *************************** used our services to complete a transfer from the US to a receiver. The funds were transferred to the receiving partner for deposit to the receivers account.
  
  ************************** stated that the funds were not deposited to the intended receivers account and filed a dispute with his bank on December 19, 2022, resulting in a chargeback that reversed the funds from MoneyGram. As *************************** received a refund from his financial institution, an additional refund is not available.If ***************************** financial institution has rejected his dispute and closed his chargeback case, we need a copy of the closure letter to investigate further.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:   they say the same thing, they sent a new E-mail saying that they have opened a new claim, they have been doing the same thing over and over again, I asked them for receipt of the charge back completion but they denied it and say that they cant provida that information with me, i have not received any money back from them and the receiver I was sending the money to never picked the money up because when she went to the bank to get the money they said it was already picked up and Then I opened a dispute with them, the bank also did thr same thing in their end and they denied their dispute but sent me a confirmation email saying that they agreed to the dispute I opened and that they sent the money back to the bank which never received money and neither did I, iI have all the proofs from the bank and the times they have opened the same dispute over and over everytime I call them and never gives out a solution.

  Customer Answer

  Date: 07/13/2023

  Hello, I'm writing to let you know that I have received the refund from Moneygram via cash in a moneygram location, here is the receipt, thank for all your help.

  Customer Answer

  Date: 07/17/2023

  Hello, I'm writing to let you know that I have received the refund from Moneygram via cash in a moneygram location, here is the receipt, thank for all your help.

• Initial Complaint

  Date:06/21/2023

  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.

  MoneyGram service reported that I collected the money when I did not and refuse to provide sufficient evidence.

  Business Response

  Date: 07/03/2023

  MoneyGram appreciates the opportunity to review and respond to ************************** concerns.
  
  MoneyGrams records indicate that the funds were successfully paid out on May 5, 2023. ******************************** will need to follow up with the sender with any additional questions.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/14/2023

  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.

  I filed for a refund on a money order from MoneyGram 5days ago and it's suppose to take 3days and it's been five I think it's been picked up by someone else who is not my family and my web on my phone is blocked and if you get this I want my refund today or I want a settlement for my trouble

  Customer Answer

  Date: 06/14/2023

  I've repeatedly asked for a replacement and filed online five days ago and still haven't got a replacement yet it was supposed to be instant not a week we aren't in haties or **** why is this going on in America I want my money today or I want a settlement from money gram.

  Business Response

  Date: 06/27/2023

  MoneyGram appreciates the opportunity to review and respond to ****************** concerns.
  
  MoneyGrams records indicate that the money order refund request was opened. The money order was refunded in the amount of $240.00 via a new reference number on June 15, 2023. The refund details were emailed to Ms. ********************* the money order case. The processing fee for the service was waived.
  
  MoneyGrams records further indicate that the refund was successfully collected on June 15,2023, therefore no further refund is available.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/12/2023

  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'VE CALLED YOUR CUSTOMER SERVICE LINE MULTIPLE TIMES WITHOUT GETTING A LIVE AGENT, I NEEDED A NAME CHANGED FROM TOLIK TO ******** (ref #********) AND YOU COULDN'T DO IT SO THEN I CANCELLED THE TRANSACTOIN AND MY MONEY STILL HASN'T BEEN REFUNDED!!!!!!!!!!!!!!!!!!!!!!!!!!! SOMEONE NEEDS TO CALL ME AT ************ OR I"M REPORTING YOU TO THE BBB!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 06/22/2023

  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 June 11, 2023. Our records indicate that the transfer was canceled and refunded on June 12, 2023. Please allow three to ten business days for the funds to be credited back to the original account used.  
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/12/2023

  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.

  Obtaining access to my account but not allowing me to. I needed to gain a history of my transactions and without explanation, *** been advised there is nothing they can do. Please refer to the phone call. I I am hoping you can intervene on my behalf. My number is ********** The call occurred around 2:30 pm Sunday June 11, 2023.

  Business Response

  Date: 06/22/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ****** concerns.
  
  MoneyGrams records indicate that ************** reached out for assistance with changing her password and phone number, but no longer has access to the email address used when the profile was created.
  
  For ************** to gain access to the profile, she will need to reset her password.If she is unable to do so, she will need to open a new profile.
  
  As an alternate route to obtain any of her transaction history, ************** can submit a historical transaction request through our website, moneygram.com. Click the help link in the corner of the home page, select the service forms option, then click historical transaction request. Further information about the pricing and fee associated with this service can located on the form.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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 am a **** citizen living in ********, **. I work for a large and renowned ******** IT company with branches all over the world. My job requires me to extensively travel and spend much time at various corporate locations across Europe. Occasionally, I need to transfer some money from my U.S. bank account to cover my expenses. On May 8, 2023, I attempted to transfer just 40 euros to ****************** in *******, using my existing online MoneyGram account. To my dismay, this transaction was declined; moreover, my account was permanently closed for "security reasons". All my fault was being outside of the **** when initiating the transfer! As I did nothing wrong, I filed a complaint on the MoneyGram's site the next day, but never heard from them since then. Also, I received no answer from them when asked for a status update. Please help me to reinstate my MoneyGram account and get some apologies for major inconvenience I suffered as a result.Sincerely,V.M.

  Business Response

  Date: 06/22/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ******** concerns.
  
  MoneyGrams policies and procedures try to ensure that our consumers are always treated fairly and with utmost respect. We apologize that on this occasion you felt that our services fell short of the expected high standards.
  
  MoneyGram is subject to a wide range of laws and regulations globally, including various privacy, data protection and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring.
  
  To protect 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 an 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.
  
  MoneyGrams records indicate that ************** can send funds again, but he will need to create a new profile.
  
  MoneyGram appreciates 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: 06/22/2023

  I have reviewed the business response and accept this resolution. 

  On a separate note, I would like to express gratitude to BBB. Without their assistance, I would not be even able to deliver my concerns to MoneyGram.

  Thanks to all parties involved,

  V.M.

• Initial Complaint

  Date:06/09/2023

  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.

  There was a promise given not respected. I was scammed by my grand ma care taker in Africa.As my grand ma was living by herself and was immobilize due to paralysiss disease. She has given the responsibility to her trusted care taker to collect the money .Upon receiving the money, the care taker disappeared.The intend of the transaction was to pay for my grand ma health costs. After I found out that the money was not received my grand ma. I did my due diligence and reported the issues to money gram fraud team . They assured me that an investigation is launched . The associate promised me that a refund will be provided after the investigation is concluded. They will be contacting me through email about the Investigation outcome and the refund. I havent received any communication until I dont send them a follow up email on July 2022. They said that they cant find records of the conversation and hence asking me to provide records of the conversation. I provided them the name of the associate whom I file the case and promise the refund and case number given to me .Despite they werent able to find any records of the conversation . I requested them to listen to the recording as all calls are recorded.However the request were ignored.There were ***************** total having the reference number ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********. The amount might total about 6000$.I am looking that they respect the promise of refund and want to know the investigation findings which still yet to be known.

  Customer Answer

  Date: 06/14/2023

  This incident happened on September 2020, I made a couple of transfers using MoneyGram services to my grand ma to pay for her hospital bills. My grand ma who was 84 years at that point she trusted the responsibility to her care giver to pick the money as she lives alone and have no family lived with her. Upon received of the transfer, the care taker took the money and vanished. She was not reachable. I did my due diligence after being informed by grand ma of this incident to report these activities and transfer to MoneyGram . After calling MoneyGram , one of fraud specialist ( I have the name if needed) she asked me questions to gather information and filled a questionnaire. I was advised at the reporting time the investigation will be carried out and communicated to me through email and a refund will be provided henceforth. However none of the communication were respected and actioned. Its been 2 years , no communication were received about the investigation findings and refund. I emailed them in 2022 to ask for update. They asked me to provide evidence, I provided them the name of the representative and case number provided to me at the reporting time. They were not satisfied with the evidence I provided. You should check the records of the conversation as all calls are recorded. Go listen to your recording , you will find the evidence. I have consulted with my lawyer they have found a case of non compliance as the case should have concluded within 45 days and here its yet to be known. I want to mutually come to terms as promised before any legal actions is initiated. The transaction references are ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********, ********. The case number given to me was 15514033,26856706,26261006,26174993.

  Business Response

  Date: 06/28/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ******* concerns.
  
  MoneyGram regrets to note that **************** was victimized while using our services.Information regarding his transaction information was recorded by the appropriate fraud teams, who work to prevent future MoneyGram transactions from being used as a part of a fraudulent scheme.
  
  MoneyGrams records indicate that **************** has previously advised us of this report of fraud and was sent a final resolution via email on multiple occasions. As the transactions were paid out, no refund is available.
  
  If **************** has not already done so, he should report his claim to his local authorities. MoneyGram is happy to assist the police in any investigation they make. We can provide all necessary transaction information to the police directly if they send us a legal request.
  
  This is MoneyGrams final response to Mr. ******* complaint.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/08/2023

  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.

  Hi, I want to report MoneyGram as nontrusted institution. On August 11th 2022 I used MoneyGram online services to sent $898.61 included fees to Sopi Birguit ***************** (from country *************) using a debit card as payment. The money was sent without any problem, I sent the transaction reference number ******** to the receiver which is ************ ***************** (country *************). At the bank to receive the money the moneygram got a glitch a kind of error (which the employee of the bank explained that it is error related to limit set by Moneygram as fraud or scam). When the error occurred, I was notified that the transfer was completed, and the receiver called and explained she could not pick up the money because the system locked the transaction. So Bank asked the receiver to contact money to unlock the transaction. It is I did by calling and filling a claim (Claim case Number ********) and also disputed the transaction with bank. After the dispute filled with bank, Moneygram closed my account. After investigation Moneygram concluded that the money was picked because it was marked completed in their system. The bank where the receiver went to pick up until today confirms that the money has never been picked and email MoneyGram to tell them that this transaction was never completed on their side. Moneygram never responded to the bank email because until today the receiver is still there to request the status and still same answer Moneygram did not yet reply. So, bank advice the receiver to go fill out a government claim at cybersecurity service. The receiver did it and government cybersecurity service in its investigation contact the bank which still confirm the transaction never been completed contrary to what Moneygram said and saw in system. So, also government cybersecurity service emailed, and he is still waiting their response which never happened. I do not have another way to get my money back. there is no way to contact because my account was locked.

  Business Response

  Date: 06/20/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. **** concerns.
  
  According to MoneyGrams records, on August 11, 2022, ********** used MoneyGrams services to complete a transfer to the intended receiver.
  

  ********** filed a dispute with his financial institution in September 2022, which reversed the funds back to MoneyGram. Per MoneyGrams Terms and Conditions, chargebacks are grounds for immediate profile closure, therefore, his online profile was closed. 
  
  Since the closure of Mr. **** profile, MoneyGram has conducted additional research, and received additional communication from the receive agent that advised there was an issue with the payment to the receiver, which would have entitled ********** to a refund. However, as the payment was reversed by Mr. **** financial institution, no refund is available. 
  
  Should ********** wish to dispute that the refund was received via chargeback, he would need to submit a letter from his financial institution that advises that the chargeback case has been closed. 
  
  MoneyGram apologizes for any inconvenience that this situation may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:   

  First, my bank reverse charge back to MoneyGram because MoneyGram told them that the transfer was handed to the receiver in *********** which has never been (see attached file). As I can repeat again the transfer never reached the recipient. And the bank which tried to complete the transaction still say that the transfer has never been completed and it still has me contact MoneyGram for refund. The funny thing MoneyGram knows that the transfer never been completed because the bank in *********** told us that in the reconciliation with MoneyGram transaction they did not put this transaction because it is not completed. The bank in ivory bank did send an email to MoneyGram and they never replied to the email. Also as I said before the government of *********** cyber security service has investigated the issue and did contact the bank which has again confirmed that the transaction has not been completed. The same service sent an email to MoneyGram and they never replied to the government of *********** cyber security service. I would recommend to MoneyGram to bank directly the bank to confirm the transfer because they have their information entered in the system and also they had the bank email. I still say the recipient never get the money sent.

  Business Response

  Date: 08/03/2023

  After additional research, it was determined that a mistake occurred in the payout of the transaction and MoneyGram has issued a refund. The refund details were sent to ********** via email.
  
  MoneyGram apologizes for the delay and any inconvenience ********** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance 

  Customer Answer

  Date: 08/03/2023

  I have reviewed the business response and accept this resolution. The issue has been resolved and I got my refund

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 was attempting to send money to a friend in need. I tried updating the payment method and once I did that, I received an email that my transaction was canceled and my profile closed. I called MoneyGram trying to figure what happened but they would not tell me why. I truly believe in business transparency especially after being a legitimate customer for year. If my account needs to be terminated for whatever reasons, I think giving such an explanation is fair and just. Ive sent amount greater than what I tried sending today without an issue so Im just genuinely lost about this abrupt decision to terminate my online profile.

  Business Response

  Date: 06/16/2023

  MoneyGram appreciates the opportunity to review and respond to ************************ concerns.   

  MoneyGram's business is subject to a wide range of global laws and regulations, including various privacy, data protection, and compliance rules, and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews. 

  To protect our consumers, and to meet our compliance requirements, MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. If MoneyGram does not feel comfortable with the activity or the transaction's purpose, the service could be declined.

  MoneyGram's records indicate that the profile was closed for compliance reasons. After additional review of the closure, the decision has been made to re-open the profile. 

  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting our consumers. 

  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/16/2023

  I have reviewed the business response and accept this resolution.