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

  Ave FD Roosevelt Centro Commercial Caparra Guaynabo, PR 00968

• 

  MoneyGram International

  address on file with BBB Minneapolis, MN 55416

• 

  Moneygram

  10730 W Lower Buckeye Tolleson, AZ 85353

• 

  Money Gram

  755 Bergen Avenue Jersey City, NJ 07302

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:05/08/2023

  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 called Money Gram and let them know that the charges on my debt card of $22.99 and $63.99 were not authorized to be charged to the debt card. I asked who the recipient was and they stated that that information or another information will not be discussed unless it is supeanaed. I have filed a dispute with my bank. Turned it in to the *** fraud department and the fraught department.gov. please help me get my money back. I do not recommend using Money Gram. SINCERELY *************************

  Business Response

  Date: 05/19/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******** concerns. 
  
  ****************** indicated that she noticed two unauthorized charges to her debit account and requested that both charges be refunded.
  
  According to MoneyGrams records, ****************** has previously reported this issue to **. We regret to learn that Ms. ******** personal information was compromised. To safeguard her information from future unauthorized access, we have blocked the account used to send the transactions. 
  
  As both transactions have been received, MoneyGram is unable to issue a refund. 
  
  If ****************** believes that her information has been compromised, we suggest that she contact her financial institution to dispute the charges as her bank can work with her regarding the unauthorized use.
  
  MoneyGram also suggests that ****************** contacts her local law enforcement agency for further assistance regarding this matter. Should appropriate law enforcement officials investigate, we are more than willing to cooperate and forward relevant information upon their request.
  
  MoneyGram apologizes for any inconvenience this situation may have caused.
  
  Thank you, 
  MoneyGram Regulatory Governance
  

  Customer Answer

  Date: 05/19/2023

  I am rejecting this response because:   I have contacted law enforcement and filed a report. See attachment above. I have also disputed report charges to my bank Direct Express.

  Business Response

  Date: 05/31/2023

  Once a transfer has been paid, the option to refund is no longer available.
  
  MoneyGram encourages ****************** to work with her financial institution directly to recover the funds via their processes.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/08/2023

  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 am a customer of **********************. I send money every month to my parents in *****. On the April 23, 2023 , I sent money to my parent $550 but they did not receive the money, i called MoneyGram to find out why and i was told the recipient number i entered was wrong, so I asked them to prove to me that the recipient number I used was wrong because it only show on their receipt the last 4 digits of the number and when i checked the last 4 digits was correct. I filed my complaint, and they gave me my case number that is ******** and my reference number for the receipt is ********. Please I am demanding my refund and also, they should release the number they are claiming was wrong. You can also check on Send wave it always shows the recipient number on the receipt, so I do not see why I cannot access the recipient number on their receipt. Please kindly investigate. the case for me. You can use the case number or the reference number giving above and my phone number is **********.Thank you.

  Business Response

  Date: 05/17/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ****** concerns.
  
  According to MoneyGrams records, on April 23, 2023, ************** used our services to complete a transfer, and the funds were successfully credited to the account provided.
  
  ************** has stated that the funds were not deposited into the receivers account as the account number entered was incorrect.
  
  ********************** reached out to the receiving partner to advise that the account details provided by ************** were incorrect and asked that the transfer be refunded. The partner advised that a refund was not possible as the funds were already credited to the intended account and could not be recovered. As MoneyGram is not in possession of the funds, a refund is not 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.

• Initial Complaint

  Date:05/03/2023

  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.

  [H363137**3238313831H transcription via mail, see attachments]I call and ask about H31363136303737**37**H order they said it was cash But I send it to Spectrum they didn&#**;t get it. They told me to go to CVS and (???) pay **** to get a photo copy but CVS didnot know what I was talking about because it was at lieing they kept my **** H31363136303737**37**H didnot send it back I ask why they said I was suppose to pay **** they told me it was cashed on 8th but Spectrum didn&#**;t get it I had to pay bill again.

  Business Response

  Date: 05/17/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.
  
  **************** stated that she purchased a money order that she then mailed to Spectrum but was advised by Spectrum that the funds were not received. MoneyGram advised **************** that she could request a photocopy of the item for $18.00.
  
  MoneyGrams records indicate that the money order was cashed on November 8, 2022, for $148.80, therefore no refund is available.
  
  To request a photocopy of the cashed money order, **************** will need to visit a MoneyGram agent location and complete an express payment to be sent to MoneyGram Money Order at receive code ****. The money order serial number will need to be listed in the section noted for the account number for the bill **********************. Please also be sure to provide the agent with the email address that she would like the photocopy to be sent. The fee for this service is $18.00. Expect up to three to eight business days for the request to be processed.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/21/2023

  I am rejecting this response because:   See attached.

  Business Response

  Date: 06/27/2023

  MoneyGram does not have any record of receiving the replacement/photocopy request via mail as indicated in Ms. ******* response and we no longer process these requests via mail.
  
  A photocopy of the money order is being mailed out for Ms. ******* records. MoneyGrams records further indicate the money order was cashed by Spectrum; therefore, we would advise **************** to contact them directly regarding where the payment has been applied.
  
  MoneyGram apologizes for any inconvenience **************** has encountered using our service.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:05/02/2023

  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.

  I sent $230.39 to ******************************* ON FEBRUARY 28TH 2023 THE ***** WITH ALL MONEYGRAM FEES WAS $250.38 I USED MY Chime debit card to pay for transfer using moneygram website....this transaction was accidentally disputed as a fraudulent transaction through my bank Chime and my bank notified moneygram of dispute and moneygram reversed the $230.39 from ******************* and I am owed $250.38 from moneygram and moneygram is refusing to refund my $250.38 and moneygram has closed my moneygram online account as well as fraudulent account and transaction transaction #********

  Business Response

  Date: 05/15/2023

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

  
  According to MoneyGrams records, on February 28, 2023, ********************** used our services to complete an express payment. MoneyGram then received a chargeback from ************************ financial institution which reversed the funds that were sent. As the funds were reversed by his bank, no refund is due. ********************** must contact his financial institution regarding the funds being credited back to his account. 

  Thank you, 
  MoneyGram Regulatory Governance
  

  
  

• Initial Complaint

  Date:04/26/2023

  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 Apri 14th 2023. I went to ******* in ******** **., to send $1,000.00 to ***************************** ********. BANCOLOMBIA, Savings account No. ***********. ******* processed the transaction using MONEYGRAM PAYMENT SYSTEMS, who promised the money would be deposited to the savings account on 04/24/2023. I called MONEYGRAM 3 times looking for my money but they said they have already sent the money to the bank. I called the bank and they said they have not received the money.Date: 04/14/2023 Transfer amount: $1,000.00 Fee paid $8.00 Reference No. ********

  Business Response

  Date: 05/09/2023

  MoneyGram appreciates the opportunity to review and respond to Ms. ******** concerns.
  
  According to MoneyGrams records, on April 14, 2023, ****************** used our services to send funds to a receiver.
  
  ****************** stated that the funds were not credited to her intended receivers account. ********************** has reached out to the receiving bank for an update on when the funds would be credited to the receivers account.
  
  Please note that for first-time receivers, the receiver must complete a registration process to receive funds. The receive partner advised that theyve reached out to the receiver multiple times to complete the registration process, but the receiver has not answered their calls. For the funds to be released, the receiver must complete the process, otherwise, the funds will be rejected and returned to MoneyGram so that refund can be issued to the sender.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:04/25/2023

  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.

  Today I had an emergency and I only had one debit card on my wallet. I had tried to transfer money from another debit card for which I had funds in it, and moneygram denied the transaction and closed my profile..I called customer service and the only response was due to international fraud they intercepted with the transaction..As the matter fact, this transaction was within ************* under my name..

  Business Response

  Date: 05/08/2023

  MoneyGram appreciates the opportunity to review **************** concerns.
  
  To protect the safety of our customers, 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. The service could be declined if MoneyGram does not feel comfortable with an activity or with the purpose of a transaction.
  
  After MoneyGram has conducted an additional review and reconsideration, **************** profile has been re-instated.
  
  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of dedication to protecting our consumers.
  
  MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance 

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:  They lied in regards of protecting my identity. As I said it was in an emergency situation. I know what I was doing I regards the transaction I tried to make.. 

  Business Response

  Date: 05/16/2023

  MoneyGram apologizes for your recent experience using our services.
  
  Please note that MoneyGram retains its right to process or decline any transaction when not comfortable with the purpose of the transaction or the sending/receiving activities of a consumer based on available information.
  
  Upon additional review and consideration, the decision was made to reinstate the profile. While the profile was re-opened, this does not guarantee that no future transactions will not be stopped.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:04/20/2023

  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.

  Initiated a transfer between my own accounts in money gram on 04/19/2023. But my account was closed on baseless ground and no valid reason, complaining to customer care also did not solve my problem and it falsely accused me of high risk activity.I would like to appeal this decision as it's a false alarm on your automated systems and I am not involved in any High risk activity, you can check and do any identity verification of you want. I am a genuine, clean and honest customer using the service to transfer between my own accounts. I can provide my bank statements or identity documents, paychecks/source of income if you would like to verify.Kindly re-activate my account and also provide a letter of apology for the inconvenience it has caused to me.

  Business Response

  Date: 05/01/2023

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

  
  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. The service could be declined if MoneyGram does not feel comfortable with an activity or the transactions purpose.

  
  After MoneyGram has conducted an additional review and reconsideration, the profile has been re-instated.

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

  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 05/02/2023

  The decision to reinstate my account is an acceptable resolution, but any further baseless and false accusations, disruption, suspension, blockage, termination, delay or any kind inconvenience caused to me will not be tolerated and a legal action may be taken if such disruptive activities are repeated again.

• Initial Complaint

  Date:04/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with **********************, and I only use it to send money to one country. Today 04/18/2023 I was trying to login to send funds, and I could not login. I thought it was a user error or maybe I forgot my login credentials. I reached out to MoneyGram, and I got an agent that transferred me to another agent. He researched and stated, "I disputed a transaction with MoneyGram, so my account was closed". I informed the agent that I never disputed a transaction with MoneyGram and if they are sure it's my account or maybe someone else. The agent stated, thats what he saw on my account, and I can no longer make any online transfers, but I was welcome to go in one of their in-store locations and they can help me there. I was so confused, and the agent kept repeating the same information to me with no further explanation, even when I pleaded with him that the information was not accurate. After a few minutes, I realized I was not getting anywhere with the agent, so I asked to speak to another person that could help me. The agent transferred to another agent who stated for "security reasons my account was closed, and I cannot use it and there is no further information they can provide and when I signed up with MoneyGram I agreed to those terms. She stated that I could open a new account with a new email, and it will work fine for me. I took her advice and opened a new account. Later in the afternoon, I tried to transfer funds and the transaction was declined twice, and it logged me out of the MoneyGram website. I immediately reached out to MoneyGram and was transferred from one agent to another. The final agent researched and informed me that my account has been closed again and I can no longer use the online portal to send funds. That I can only go to the in-store locations. I asked why and no explanation could be provided. I am filing this complaint because MoneyGram made me feel like I was a criminal and made no effort to research my concerns. They did not care to investigate the issue and validate if the information I was stating was correct. I pleaded with them that it was not me, but no one cared. They kept advising me that I could no longer use the online portal. They did not care if going to the in-store location was an inconvenience or if I was incapable of going to the in-store location. There is no sense of humanity when it comes to their customer service agents and their overall brand. **************** agents are just checking the box for what they need to say or do concerning a certain issues/calls. There needs to be a protocol on what needs to be done when a customer calls in concern about their account. Maybe escalate the issue for further investigation. After speaking to customer service I felt bad, unappreciated, like my business was one of many and who cares if I decide to stay or leave. My concerns were not heard, cared about nor addressed properly. I know I am just one little person in the millions of people that use MoneyGram and maybe they dont care to lose me, but my points are valid.

  Business Response

  Date: 05/01/2023

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

  
  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. The service could be declined if MoneyGram does not feel comfortable with an activity or the transaction's purpose.

  
  MoneyGram's records indicate that the profile was closed due to a dispute. After additional review and reconsideration, the profile has been re-instated.

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

  
  Thank you,
  MoneyGram Regulatory Governance 

• Initial Complaint

  Date:04/19/2023

  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 went to send money through money gram to my uncle locked up so it was like paying a bill in their system I took the picture I got from the app with order number all that on it gave to their money gram agent at the local ******* and they did it I paid next morning my uncle said he didn't get the money I called find out it was sent to a travel agency by mistake and they won't give me my refund until the company they sent it to give it back here or is almost 3 weeks now it happen on March 30 2023 and I have been lied to by money gram and given the run around I need my 101$ DOLLARS back that's all I just want my refund

  Business Response

  Date: 05/01/2023

  MoneyGram appreciates the opportunity to review and respond to Mr. ********* concerns.
  
  According to MoneyGrams records, on March 30, 2023, ******************** used our services to complete an express payment to a ******. Our records indicate that the funds were delivered to the ******.
  
  ******************* has stated that the funds were sent to the wrong ******.
  
  Upon review of the details of the transaction, ******************** signed the send receipt.The signed receipt is an indication that the information provided on the receipt is correct and that the sender authorizes the processing of the transfer.MoneyGram is not able to issue a refund as the funds were received by the ****** and have not been rejected.
  
  We reached out to the ****** to ask that they reject and return the funds so that a refund can be issued, however, we have not received a response despite follow-up requests. We ask ******************** to contact the ****** directly for further assistance.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   I told their agent it was wrong their agent told me she knew what she was doing and it would be fine how am I supposed to contact a company they can't even reach their agent made the mistake when I told her I thought it was wrong she assured me it was right,  so this is my fault for using moneygram????

  Business Response

  Date: 05/09/2023

  You should never proceed with a transfer if you notice that the details are incorrect.After payment is sent, MoneyGram is unable to refund it unless the payment is rejected by the ******. Please contact the ****** for further assistance with a refund.
  
  MoneyGram apologizes for any inconvenience you may have experienced.

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:   I was told by their agent it was right that she knew what she was doing I've told them this over and over I can only listen to what their agent told me I know nothing about how their system works cause I contacted the ****** they are saying the account ****************** said it was sent to is not a account for them saying no account with that number comes up so someone is lying about my money ain't this ain't fair to me

• Initial Complaint

  Date:04/18/2023

  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 February 25,2023 I made a transfer of the amount of $500.00 to my cousin *********************************** in ***** for the burial of her mother, my aunt. She requested that I deposit the money to her bank account at ****** de ******* *********. After several days not receiving the money, she called me, and I contacted MoneyGram on 03/07/2023. They stated that they will investigate and get back to me. My cousin then went to her bank, and they told her sometimes this type of transaction may take up to 30 business days, so she waited and when she did not receive it, she then contacted me again. I contacted MoneyGram and they told me the money was already refunded to go to the agent which is ******** and they should refund me the money. Went to ******* they asked me for a new reference number, but none was provided to me. ******* stated without that reference number there is nothing they can do. I also received a letter from customer service dated 04/03/2023 stated that the transaction was previously refunded to you on 03/31/2023, refunds to the original form of payment can take up to 3 to 10 business. Since then, I've been checking my account but no refund. Also, I've been going back and forth with MoneyGram almost every day. Every time I called; I was told something different. I'm getting nowhere with MoneyGram. They will contact MoneyGram on my behalf. $500 is a lot of money I work hard for my money and the people is ***** really need that money. Please help me resolve this matter. Thank you.Sincerely *********************************

  Business Response

  Date: 05/01/2023

  MoneyGram appreciates the opportunity to review and respond to ******************** concerns.
  
  MoneyGram has conducted a full investigation into ******************* complaint. While MoneyGram endeavors to ensure it has robust procedures in place to ensure that appropriate due diligence is always carried out by our agents when sending or receiving a money transfer, unfortunately,mistakes can arise.
  
  MoneyGram has reversed the transaction and made the funds available for a refund with a new reference number. Please contact our customer service department at ************** to obtain the new reference number needed to collect the funds.
  
  MoneyGram apologizes for any inconvenience this may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance