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

  Ave FD Roosevelt Centro Commercial Caparra Guaynabo, PR 00968

• 

  Money Gram

  35404 US Highway 19 N Palm Harbor, FL 34684

• 

  MoneyGram

  2601 nw 17 th fort worth, TX 76106

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:06/05/2023

  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.

  This is the 2nd time momeygram has closed my account and left me in a bad position. I tried to send money to my spouse, using my bank account, verified my identity, answered all questions and when he went to get the money moneygram had canceled the transaction without any warning. Each of us have followed all rules and procedures. Moneygram did this a few weeks ago and I filed a BBB complaint and they reopened my account. This is a very bad way to treat customers. When people have family needing financial help and cannot get the sent money this creates a big strain on the family.

  Business Response

  Date: 06/16/2023

  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.
  
  In order to protect our consumers, and to meet our compliance requirements, MoneyGram 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 of the sender/receiver or with the purpose of a transfer, the service can be declined.
  
  MoneyGrams records indicate that the profile was closed again, then re-opened on June 6, 2023.We apologize for any inconvenience that this situation may have caused.
  
  When legitimate transactions are disrupted, we hope our consumers understand that these inconveniences are the result of our dedication to protecting our consumers. We cannot guarantee that future transactions will not be stopped or rejected.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/16/2023

  I need more information about what moneygram is talking about. I try to send my husband modest amounts of money using moneygram and they keep saying we did something wrong. But no information about what is wrong or what the rules are. I verified my identity, my money comes from my bank account, I use the app to send him money for necessary living items and when he goes to get it moneygram has canceled the transaction. So he goes without what he needs. Using bank to bank transactions takes over 25% in fees + a bad exchange rate. I expected better service from moneygram than this. I want clear definition of why they keep doing this. This is causing issues and hardships on family members.

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because:   I need more information about what moneygram is talking about. I try to send my husband modest amounts of money using moneygram and they keep saying we did something wrong. But no information about what is wrong or what the rules are. I verified my identity, my money comes from my bank account, I use the app to send him money for necessary living items and when he goes to get it moneygram has canceled the transaction. So he goes without what he needs. Using bank to bank transactions takes over 25% in fees + a bad exchange rate. I expected better service from moneygram than this. I want clear definition of why they keep doing this. This is causing issues and hardships on family members.

  Business Response

  Date: 06/27/2023

  Due to security reasons, MoneyGram is not able to provide detailed information on our verification process or the specific reason for the decline of service when transactions are rejected. We apologize for any inconvenience that you may have experienced.  
  
  MoneyGram appreciates your comments, as we consistently review incidents such as these in an effort to improve our processes and procedures related to our customer service.
  
  Thank you,
  ********************** Regulatory Governance

• Initial Complaint

  Date:05/30/2023

  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.

  Date of transaction 03/30/2023 Reference# ******** I called to change the reason of the transaction .After argument ,the supervisor named Elejandro canceled the transaction without my approval and charged me the fee of cancelation of the transaction of ***** USD.I request the refund of the cancelation fee because the supervisor canceled without my approval.

  Business Response

  Date: 06/08/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.
  
  Kindly note that consumers have the right to cancel a transfer and receive a full refund (face value and fee amounts) within 30 minutes of initiating the transfer, if the funds have not been picked up or deposited into the receivers account. For all refunds requested outside of this time frame, only the face value will be returned.
  
  MoneyGram appreciates your comments, and we regularly review consumers experiences such as this to continually improve our processes and procedures related to our customer service.
  
  We apologize for any inconvenience you may have experienced while using our services.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because: i did not want and I did not ask to cancel the transfer. I just called to change the reason of the transfer but the transfer was cancelled by your representative  without me requesting to cancel the transaction. You canceled the transfer not me . I am requesting the fee I was charged .

  Business Response

  Date: 06/22/2023

  There is no option to change the reason for the transfer. MoneyGrams records indicate that **************** was aware that the transaction was being refunded during the call as she reported that her receiver was unable to collect the funds. The transfer was not rejected by MoneyGram, nor was there an issue preventing the collection of funds. As the refund was completed outside the 30-minute refund timeframe, a refund of the fee is not available.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because:   

• Initial Complaint

  Date:05/26/2023

  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.

  I submitted a transaction to send money to my brother in law in ********* 5/15/2023 in the amount of $400. I received notice from the moneygram app that the money was available to pick up. My brother in law went to go pick it up and it was not released to him. I cancelled the transaction and am now being told my moneygram they need to speak to him regarding the transaction when the money was never even received and now they are withholding my money. I want my refund immediately with no further contact with me or the recipient. I will never use this company again.

  Business Response

  Date: 06/08/2023

  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.
  
  To protect our consumers, and to meet our compliance requirements, MoneyGram 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 of the sender/receiver or with the purpose of a transfer, the service can be declined.
  
  MoneyGrams records indicate that on May 15, 2023, ****************** used our services to complete a transfer of funds. The transaction was placed on hold pending additional verification.
  
  A refund was requested by ******************, which was processed on May 30, 2023.Please allow three to ten business days for funds to be credited back to the original form of payment.
  
  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of the dedication to protecting our consumers.
  
  Thank you,
  MoneyGram Regulatory Governance 

• Initial Complaint

  Date:05/25/2023

  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.

  On 5/18/23 I was notified by my bank of my account deactivated due to fraud. I was out of town for business and was informed the only access to my funds was through a MoneyGram. I accepted. I was issued a MG in the amount of $2,000 which was the entire balance of my bank account. I went to the nearest MoneyGram location in **** where I was working. I was denied access since it was not the state in which I resided. Defeating the entire purpose of WHY I would need an emergency MoneyGram. When I arrived in ********** was able to make the transition. The *** pharmacy was only able to issue me $500 in cash and the remaining **** in the form of a cashier money order. I was told it would be honored anywhere. Since 5/18, I have attempted a mobile deposit to the bank who issued the MoneyGram. Denied for no reason.Walmart- Denied for validity and exceeded the limit.Various check cashing locations- missing information. Ive called MoneyGram and all they can do is offer me a replacement money gram for an excessive fee. And it still will NOT solve my problem. I do not have a banking institution that will cash it or even deposit it. Since 5/18, I have accrued multiple overdraft fees at my bank as well. I need assistance as soon as possible!MoneyGram Ref#******** Check# *********** Sender ********************************* MoneyGram Case# opened 5/24: ********

  Customer Answer

  Date: 05/30/2023

  I have made multiple attempts since filing this complaint and the only email I received was today stating that my case has been resolved. This is absolutely not accurate. I still have no replacement money gram. I was then told it would be 3-5 more business days before I can be reissued a new reference number and they are still charging astronomical fees as they consider this wait time to be expedited. Im outraged! Im still being charged $25 per day in overdraft fees.

  Business Response

  Date: 06/07/2023

  A refund in the amount of $1500.00 USD has been issued via new money transfer,available to be collected from any MoneyGram agent location. The refund details were sent to ****************** via email.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/25/2023

  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 had purchased a MoneyGram money order. That money order ended up getting lost and the mail. I notified MoneyGram that the money order was lost and they replaced it. The way MoneyGram replaced my money order was to send me a wire transfer. For some odd reason MoneyGram did not utilize the name that I gave them on the complaint which is my real name "*****************************". MoneyGram sent me a wire transfer in the name that's on my ****** account which is "Kee Arms" the original money order that was purchased was for $842 they charged me money to replace it and sent the wire for $824. The reference number for this wire is ********. I have been emailing and also calling MoneyGram customer helpline since the end of February 2023. They've emailed me asked for a picture of my ID. I've sent them multiple pictures of my ID I filed multiple complaints about this money and I've called the customer helpline at least 20 times. ********************** keeps giving me the runaround and this money is a portion of my rent. I've been trying to get to this money for months and I don't want to end up evicted because MoneyGram won't take care of business. I need MoneyGram to change the name on the wire transfer from "Kee Arms" to "*****************************". Any help that you guys can provide will be greatly appreciated.

  Business Response

  Date: 06/07/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ********** concerns.
  
  MoneyGram has conducted an additional review and have amended the transaction to the correct name. The funds are available to be collected under the correct name.
  
  MoneyGram apologizes for any inconvenience you may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/22/2023

  Type:Delivery 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'm on vacation in ****** and left extra money with my sister in my home country. I asked my sister to send me some of that money and she did. I went to get the money that was sent from my sister, and was told I couldn't receive it because I didn't have ** identification. I DON'T have to have a ** ID because I'm here as a tourist. I spent two days trying to get the information why the transfer is on hold and why I can't get it. I spent many hours on the phone with different representatives of Moneygram. My sister (the sender) spent a lot of time calling Moneygram, but still I didn't get my money and I didn't get any answer WHY I didn't get my money. Moneygram representatives hung up on me several times refusing to even give me an explanation. I lost money and time. The sender waisted a lot of time. Who'll pay for this?I was talking to ****** (supervisor) and several other representatives. No one could help me or provide any information. They told me NOT to file a complaint with the BBB, but to complain back to them instead. All calls were recorded by them and by me.

  Business Response

  Date: 06/01/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ******** concerns.
  
  ****************** has stated that the funds sent to him were not available.
  
  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. 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 with the purpose of a transaction, the service could be declined.
  
  MoneyGrams records indicate that the transaction was rejected for compliance reasons.  
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/17/2023

  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 May 16th my friend sent me $1000 and when I went to pick up the money from money gram I was told there was a problem with the transaction and I couldn't get the money. The sender tried to call and was told the system was being updated. I was told that the system was experiencing an error and tech support was working in it. Two different stories. We both were told it would be fixed within a half an hour. Today at 10am (may 17) I called and was told they couldn't talk to me in speaker phone, my phone has issues with hearing my voice since it had gotten water in it recently, I was told that the person named "****" had no supervisor or manager or anyone above him that I could speak to. **** said they needed to speak to the sender, who had been calling them since last night to no avail. The thing that makes this so frustrating is that this is literally the 5th time my friend, the sender, and I have had this exact same problem. Every single time they take his money no problem, then they won't let me get it and he'll call them several times, then finally they release it. No problem taking his money, no flags, but all the sudden there's a problem. 5 times. Why would we have to continually have to go through this? Obviously they have verified several times that there's nothing fraudulent going on so why do they continue to have issues with our transactions? And then have some very rude people answering the support phone number who don't help in any way. The transaction number was ********.

  Business Response

  Date: 05/26/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ****** concerns.
  
  According to the complaint, ************* stated that someone sent him money, but when he went to collect the funds, the money was not available.
  
  Please note that our business is subject to a wide range of laws and regulation globally, including various privacy, data protection and compliance rules and regulations. All transactions are subject to careful review and on-going monitoring. Because of this,MoneyGram conducts periodic reviews.
  
  To protect our consumers, and to meet our compliance requirements, MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. If MoneyGram does not feel comfortable with the activity or with the purpose of a transaction, the service could be declined.
  
  MoneyGrams records indicate that additional verification was needed, so the transaction was placed on hold.After the verification was completed with the sender, the transaction was released for payout to the receiver. Our records further indicate that the transaction was successfully collected on May 17, 2023.
  
  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of dedication to protecting our consumers.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/17/2023

  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 May 11 I was caught up in a scam on ********* I found a resolution center on the internet that claimed it could help me with the hack that occurred on my ******** account. turned out the site I got into was part of the scam. unfortunately I gave out valuable personal information and allowed the hacker to get into my phone via an app I downloaded that was sapose to verify my identity. Along with my baking account and credit card information I downloaded a moneygram App which I was told was part of identifying me. I finally figured out he was a hacker and I did not finish a transfer of money on the App. I hung up and notified the bank and closed credit cards. I called moneygram and asked them to close this account. They refused to do so unless I answered 5 questions. Questions asking for information on my social security number . I explained to them that Inwas not comfortable with that. I explained to them that the fraud line told me to call them and have my account closed. Is there a way to do this without giving out more personal information. I asked them why they needed this and they could not give me an explanation as to why they could not close this account . iPlease assist me in getting this account closed. Sincerely ******* Line. **********

  Business Response

  Date: 05/26/2023

  MoneyGram appreciates the opportunity to review and respond to ********* concerns.
  
  Ms. **** stated that a third party created an online profile with MoneyGram using her information after she was tricked into releasing her confidential details. She would like the profile to be closed.
  
  MoneyGrams records indicate that the profile that was created has been closed.
  
  MoneyGram takes customer fraud very seriously and is constantly working to combat fraud and other criminal abuse of its service. 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.
  
  If you have not already done so, please report your claim to your local authorities. We also recommend that you contact your financial institution to cancel the credit/debit card that was released to the unauthorized 3rd party and continue to monitor your accounts for any suspicious activity or unauthorized transactions.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/10/2023

  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 through MoneyGram. Someone altered the ** I sent in all the paperwork and affidavit to MoneyGram. They told me to have the business I made the ** out to sign the affidavit and have notorized. We put the name of a contact person for the business and moneygram claims they made the check out to the contact person and not the business I made the money order out too. I have been waiting 6 months for the return of my funds and I have called MG at least 15 time about my funds and was never made aware of this big mistake they made. I want the check reissued to me since I am the person who bought this money order a filed the affidavit and I need help with resolving this issue. I did check with the person they claimed they sent the check to and she has not received.

  Business Response

  Date: 05/24/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******** concerns.
  
  ***************** stated that she purchased a money order that was fraudulently cashed,so she completed an affidavit for reimbursement of the funds but has not been reimbursed.
  
  According to MoneyGrams records, the affidavit was completed, approved, and a refund was issued to the name provided on the affidavit.  The reimbursement check that was issued on April 12, 2023, was cashed therefore a refund is not available.
  
  ***************** has been contacted by MoneyGram. She has been provided with photocopy of the cashed item and she will be working with the individual directly to be reimbursed.
  
  MoneyGram will be issuing a refund to ****************** in the amount of $56.00 for the amount that she paid to submit the affidavit and the photocopy fee.
  
  MoneyGram apologizes for any inconvenience ****************** may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance 

• Initial Complaint

  Date:05/10/2023

  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.

  $337.00 sent 2/25/23 ref # ********. Not recd by recipient. Case ******** opened then resolved 4/25/23. Admitted there was "AN ERROR - DELAY OF DELIVERING FUNDS". Reported case not resolved - They opened another case ********. No response yet. At some point, ANOTHER case was opened #********. They admitted there was an "ERROR" but will not give our money back. They just keep opening cases which they say take up to 100 days to "investigate and resolve". In the meantime, our recipient is out the money and so are we. Seems MoneyGram has taken our funds. I would like a REFUND of the $337.00 as well as the fee they charged of $1.99.

  Business Response

  Date: 05/24/2023

  MoneyGram appreciates the opportunity to review and respond to ****************** concerns.
  
  According to MoneyGrams records, on February 25, 2023, **************** used our services to complete a transfer of funds to a receiver. Our records indicate that the funds were successfully credited to the receivers account on February 27, 2023.
  
  **************** has stated that the funds were not credited to the receivers account therefore we have reached out to our partner for further assistance. They advised that the funds were successfully credited to the receivers account on February 27, 2023, and that the receiver should contact their financial institution for further assistance.
  
  As the funds were successfully credited, no refund is available. As a gesture of goodwill, the processing fee for the transaction was refunded on April 25, 2023. The details for how to collect the fee refund was sent to **************** via email.
  
  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.