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

  505 Pleasant Hill Rd NW Lilburn, GA 30047

• 

  MoneyGram International

  address on file with BBB Minneapolis, MN 55416

• 

  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:03/13/2023

  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 11/14/2022 I made a transfer from my **** of Hawaii account of $1402.24. After 3 months of back and forth emails and phone calls with both my bank and MoneyGram, MoneyGram stated in their last email that they attempted to transfer the money but it was rejected because I filed a dispute with my bank and activities were limited until a settlement was complete. Now that **** of Hawaii has settled the dispute I contacted MoneyGram to reissue the transfer and Credit my $1402.24 back to my bank account and after calling MoneyGram 4 different times and talking with two or more different representatives at MoneyGram it seems that I am being stonewalled and MoneyGram is not interested in attempting to refund my money. This is the MoneyGram Case number: ******** which I have filed with them. I tried to explain that all MoneyGram has to do is reissue the transfer of funds to my account...it's that simple. I have uploaded supporting files of emails from both **** of Hawaii and MoneyGram.Thank You for helping with this matter.********************

  Business Response

  Date: 03/27/2023

  MoneyGram appreciates the opportunity to respond to ***************** complaint.
  
  MoneyGram's records indicate that on November 12, 2022,************** used our services to send funds to a receivers account. **********************'s records further indicate the funds were successfully transferred.
  
  ************** stated that the funds were not delivered, and filed a dispute with her financial institution which reversed the funds from MoneyGram resulting in financial loss to the company. Per MoneyGrams Terms and Conditions, chargebacks are grounds for immediate profile closure, therefore,her online profile was closed. 
  
  As the chargeback case is still open, we are unable to take any action without ************** providing a letter from her financial institution indicating the closure and outcome of the chargeback case.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:03/13/2023

  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 moneygram money order in October 2021.I filed for a replacement money order on moneygram 2/21/23. Due to the money order being over a year old. The site says a refund will be placed **** business days. On 3/1/23, Moneygram requested proof of purchase, of money order. I uploaded proof of purchase on 3/1/23.Today is 3/13/23. And, I have not received my refund. I called customer service. And, they are now telling me there is a 60 day investigation. Due to not locating the money order. However, I am the purchaser. I wrote the money order in my name. I uploaded proof. And, have to wait 60 days for moneygram to refund my money. Customer rep stated ********************** is trying to located the moneyorder in system.

  Customer Answer

  Date: 03/15/2023

  ***Document Attached***
  
  See Attachment/File: 20230218_084457.jpg

  Customer Answer

  Date: 03/17/2023

  ***Document Attached***
  
  See Attachment/File: 20230317_155140.jpg

  Business Response

  Date: 03/27/2023

  MoneyGram appreciates the opportunity to review and respond to ****************' concerns.
  
  According to MoneyGram's records, a refund of the item was issued on March 16, 2023, via MoneyGram money transfer. The refund details were sent to **************** via email. MoneyGram's records reflect that the funds were collected on March 17, 2023.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:03/10/2023

  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 sent $5400 (plus fees) to a friend in receiving country of *************** via moneygram. My friend was unable to pick up the cash because the limit for cash pick up per transaction in that country is **** euro. now i am being told that i must cancel the transaction on my end but forfeit the fees. However, the transaction itself was never viable and I should have never been able to send it in the first place. I'd like to have the fees refunded in addition to the transaction cancelation.

  Business Response

  Date: 03/24/2023

  MoneyGram appreciates the opportunity to review and respond to ****************** concerns.
  
  On March 9, 2023, ************** sent funds from the ** to a receiver in *********. **************** requested a refund of the funds as she stated that her receiver was not able to collect them due to the receive limit in the country.
  
  Please note that as long as a refund is requested within 60 minutes of the transfer being sent, both face and fee will be included in the refund. After 60 minutes, only the face amount will be refunded, unless the transaction was rejected. As the refund was requested after the 60 minute grace ******* the fee was not included.
  
  After additional consideration, we have made a one-time exception and processed a refund of the fee. Please allow three to ten business days for funds to be credited back to the original payment method used for processing.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19845234
  
  I am rejecting this response because:

  Your company needs to consider changing its platform by blocking the payment from going through and notifying senders that the payment will not be able to be processed or collected by the receiver because the receiving amount is too high within the receiving country. 

  Allowing the sender to send more money than the receiver is able to receive and still charging the sender fees for this is misleading and unethical. I have already contacted a lawyer for a class action. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 04/26/2023

  According to MoneyGram's records, the transaction amount was within the limit allowed to receive in the destination country. Sometimes agents may be unable to pay out a transfer because of limitations imposed due to fund availability or payout restrictions to individual locations.
  
  MoneyGram appreciates your comments as we regularly review situations such as this to continually improve our processes and procedures related to customer service. We apologize for any inconvenience you may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance 

• Initial Complaint

  Date:03/09/2023

  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.

  I had a customer cancel an order so I got a ********************************************* order for $400 to return their deposit. I put it in the customer's name. Then the customer decided not to cancel but ********************** won't allow me to reissue the money order in my name even though I was the purchaser.

  Business Response

  Date: 03/24/2023

  MoneyGram appreciates the opportunity to review and respond to ****************** concerns.
  
  MoneyGram's records indicate that the money order was paid out on March 13, 2023, therefore a refund is not available.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:03/08/2023

  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.

  Why is this outfit allowed to do business in the U.S.? An account was fraudulently set up today using my personal information and they emptied my bank account. This criminally complacent outfit needs to be shut down.

  Business Response

  Date: 03/27/2023

  To protect against identity theft, MoneyGram's Terms and Conditions do not permit the use of another consumers account. Only the person whose name is on the profile can create the profile and all the financial information entered must belong to them as well.
  
  **************** stated that an online account was created by an unauthorized party using his information. MoneyGram has located and permanently closed the account. Please be advised, **************** will need to contact his financial institution to dispute the charge incurred and request that they cancel the credit card/debit card related to the account as it was accessed by an unauthorized 3rd Party.
  
  MoneyGram takes customer fraud very seriously and is constantly working to combat fraud and other criminal abuse of its service. In doing so it liaises with police and international law enforcement agencies daily. MoneyGram also tries to warn customers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming a victim to fraudsters. Please visit ****************************************************************************************************; for more information, MoneyGram provides scenarios to be very suspicious of and some ways to protect yourself.
  
  As part of our active leadership position in educating consumers about common scams and giving them the tools to protect themselves, weve launched ***********************************************************************************************, a dedicated website that not only provides useful information but also details several common types of scams, such as sweepstakes and lottery scams, grandparent scams, check overpayment scams, mystery shopper scams, relationship scams, Internet purchase, etc.
  
  If he has not already done so, we recommend that **************** reports his claim to his local authorities. If you have any additional concerns which we have not addressed, please contact us at ******************************************* Please mention case number ******** in all future correspondence with us regarding this matter.
  
  Thank you,
  MoneyGram Regulatory Governance
  

• Initial Complaint

  Date:02/28/2023

  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.

  Money was disputed and MoneyGram took issue in refunding the money to my account. Presently, I tried to use their services and I was blocked. A representative confirmed that the reason I was blocked from using their services is for disputing the money. I worked very hard and I do not believe I should just give up.

  Business Response

  Date: 03/16/2023

  MoneyGram appreciates the opportunity to review and respond to *************************************** concerns.
  
  According to MoneyGram's records, we received a chargeback, authorization 17*****98, for the transaction sent on December 19, 2022, to a receiver in ****** for $104.99. A refund is not available as this transaction was collected by the receiver on December 20, 2022.
  
  A chargeback results in the permanent closure of the MoneyGram Online profile. *********************************** may continue to send from a MoneyGram agent location.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The money was sent to ******* and not to ******. I only use online because it is convenient, I have a change of address and cannot find a close location. Thank you for your effort.

  Customer Answer

  Date: 03/20/2023

  
  MoneyGram
  www.moneygram.com
  
  
  Transaction ***************************************************************************** *** <***************************************>
  To:
  ********************************
  
  Wed, Dec 21, 2022 at 3:59 PM
  
  
  MoneyGram Logo
  Log In
  
  
  
  Your Transfer Has Been Cancelled
  We will refund the account you used to pay for your transaction. Refunds to a bank account typically take 10 business days, but may take longer due to bank holidays, processing times, and local laws and regulations. Refunds to a credit or debit card typically take 10 business days.
  
  While the funds have been withdrawn, your bank may not show a charge immediately.
  Receiver:************************ Amount100.00 USDReceive Amount:14,886.54 JMDRecieve Method:Cash Pickup
  Contact UsLegal Notices
  Privacy
  Authorized to do business in all 50 states, D.C. and all **** territories, NMLS # ******. Licensed as a Money Transmitter by the ************** ********** of ********* Services; ************* Check Seller License # ******, Foreign Transmittal License # *******. Licensed by the Georgia *********************************.
  MoneyGram Payment Systems, Inc. **********************************************************************************
  This message may contain confidential information. Do not give any information about this transaction to a third party. If you are not the intended recipient, notify the sender immediately and delete this email from your system.
  MoneyGram and the Globe are ****s of MoneyGram. Apple and the Apple logo are trade****s of Apple ***., registered in the **** and other countries. App Store is a service **** of Apple ***. ****** Play is a trade**** of ****** ***.
  (c) 2022 MoneyGram.
  
  
  
  
  

  Business Response

  Date: 03/30/2023

  Unfortunately,per MoneyGrams terms and conditions, chargebacks are grounds for immediate profile closure and the decision cannot be reversed. MoneyGram now considers this matter closed.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/30/2023

  I am rejecting this response because:  MoneyGram cancelled the transaction. What if I notify my lawyer? I am pleased. 

• Initial Complaint

  Date:02/23/2023

  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 11/17/2022, I have wired money to ****** by Moneygram for $5,000.00 to my nephew intended to be the receiver. her name is **************************************** . When the intended receiver went to the Moneygram agent to claim it in ******** ******, they told her that the money was returned to sender because it past 30 days which they said they don't hold longer than 30 days.I, *************************, the sender have contacted the Moneygram office to claim the money that has not received by the intended receiver. They said that they will investigate about it. However, on February 23, 2023, they responded by saying that the money has received by the intended receiver and the case is closed which is not true.I have been repeatedly communicating with *************************** that she has not received the money.Therefore, I would like to get help from BBB how to recover the money from Moneygram.I would very much appreciate your help as you have done it in the past.Thaks, *************************

  Business Response

  Date: 03/13/2023

  MoneyGram appreciates the opportunity to review and respond to ********************** concerns.
  
  According to MoneyGram's records, ****************** sent funds from the **, intended for a receiver in ******, on November 17, 2022. Our records show that the transfer was on hold until December 5, 2022. On December 5, 2022, the hold was released and funds were made available for the receiver to collect. On December 14, 2022, the funds were successfully collected by the receiver. As the funds have been paid out, no refund is available.
  
  As MoneyGram has determined an error has not occurred, we consider this matter closed.
  
  Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33(d), if you complained about a payment error and we determined that no error occurred, you have the right to request the documents on which we relied in making our determination. Should you request such documentation, you may be required to verify your identity, such as by providing a copy of a valid government ID and/or affidavit, before receiving the documentation.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the result of the MoneyGram's conclusion that the money has been received by the intended receiver. The intended receiver has visited 3 MoneyGram agents, 2 different agents in January and 1 agent in February 2023. All three agents' response were given the same answer. Their answer was that the money has been returned to sender because 30 days past. Therefore, I am 100% sure that the money is not delivered to the intended receiver. So, I would appreciate refund me the money.
  
  Thanks, ***************************

  Business Response

  Date: 03/24/2023

  MoneyGram's records indicate that the funds were successfully paid out to an individual identified as the intended receiver of the transaction on December 14, 2022. The receiving agent confirmed that the funds were paid and provided a signed confirmation of payment of the transaction. As such, there is no refund available.
  
  MoneyGram apologizes for any inconvenience and consider this matter closed.  
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because:   

  The signed document that MoneyGram sent me was not the intended receiver's signature. The intended receiver (************************************) was not in ****** between November 17,2022 to January 20,2023. The money was picked up, according to the receipt I received from MoneyGram by email, on December 14,2023. Also, it was not provided an ID or photo on the receipt.

  To prove it I have include the signature of ****** on her passport copy.

  Thank for your help!

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

• Initial Complaint

  Date:12/13/2022

  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 12/01/2022 I used MoneyGram International to transfer $1435.00 USD to my husband's First Caribbean International Bank account in Jamaica. MoneyGram promised delivery no later than 12/09/2022. The money was not delivered and still is not delivered on 12/13/2022. MoneyGram refuses to provide any information as to where the money might be. The only thing they propose is to initiate an investigation on 12/12/2022, a process that take up to 90 days. Even if I request a cancellation, the funds will not be refunded before the investigation concludes. Therefore, I could be out of this money for more than 100 days which is an unreasonably long time. Both the receiver and I have had numerous telephone conversations with MoneyGram since December 9th, receiving conflicting information from the agents. At the same time, the automated tracking message states "funds are available".
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */
  MoneyGram appreciates the opportunity to review and respond to our consumers' concerns.
  
  According to MoneyGram's records, on December 1, 2022, Ms. ********* completed a transfer to a receiver using our services.
  
  MoneyGram has completed our investigation regarding the reported issue and determined that the transaction was made available to the receiver, however, the receiver did not complete the necessary process with the receiving financial institution to receive the transaction. The transaction was canceled.
  
  The transaction was refunded on December 15, 2022. A refund to the original form of payment may take three to ten business days to be reflected in the account. This timeframe is based on standard settlement times for bank payments and cannot be expedited.
  
  Under 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 a right to request from MoneyGram the documents on which MoneyGram is relying in making the determination. Should you request such documentation, you may be required to verify your identity, such as providing a copy of a valid government ID and/or affidavit, prior to receiving the documentation.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:12/05/2022

  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.

  Hi my name is *************** I am a mother of 3 who is currently working and doing my best to provide for my family I received a money gram order from a cousin in the us and upon picking up my founds at money gram I was told by the cashier(*******) that she did not have founds on site and offered me a e-transfer instead. I provided her with my email and she told me the transaction was compiled once I noticed that I still had not received my founds I went back to her and was greeted with hi situation and told that she can no longer help me and I should contact money gram directly. I have done so 3 times and have received minimal to no help regarding my found they told me that they would be opening an investigation and that it would take approximately 90 days before I this issue can be resolved.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */
  According to the complaint, a reference number was not provided, therefore, MoneyGram was unable to locate the details of the transaction. The receipt that was provided is blurry and illegible. To further proceed, we need the reference number, send date, sender name, receiver name, and amount.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:12/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a money order on 11/29/2021 for the amount of $400.00 I was made aware that my money order hadn't been cashed and I needed to order a replacement. I ordered a replacement in September and again in October of this year. both times I was told that the money order had been sent out to me. Both times I haven't received it. I am getting nowhere with Money gram at this point. The money order has never been cashed and at this point, I just want my money back.
  Pleaser help.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/12/20) */
  MoneyGram appreciates the opportunity to review and respond to Ms.*********' concerns.
  
  According to MoneyGram's records, the replacement was processed on October 12, 2022. As Ms.********* has reported that the replacement was not received, her request has been forwarded to our money order team to process a new replacement. Ms.********* can check for updates in her replacement case.
  
  Thank you,
  MoneyGram Regulatory Governance