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

  8097 Tara BLVD Jonesboro, GA 30236

• 

  MoneyGram International

  1077 Railroad St NW Conyers, GA 30012

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:12/02/2022

  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.

  Hello, In 2019, I purchased 3 money orders. The money orders have not been used and I have the receipts. I contacted Money Gram to return the money orders for a cash refund. Money gram basically said that even though the money orders have not been used, that the money orders have no value now because MoneyGram has deducted the full face amount as fees. Money Orders: 1. $50.00 ***************. $20.00 ************* 3. $75.00 ************* I believe that this is stealing from me, the consumer. I am making this compaint because consumers should have more time to return their monty orders, especially since the Global Pandemic. MoneyGram has made no concessions for consumers due to COVID-19. I was sick and could not use the money orders in time, I am just coming back toeing able to handle my affairs and returning these money orders was something that I needed to do. This services as a formal complaint, I want a refund of the face value on each refund. totaling to $145.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 7, 2022/12/20) */
  MoneyGram appreciates the opportunity to review and respond to our consumer's concerns.
  
  If a money order is not used within one year from the date of purchase, a non-refundable service charge is assessed. The service charge is deducted from the face amount. The Service Charge Agreement is located on the back of the money order.
  
  To check the status of your money orders and to see if they are eligible to be refunded, please visit http://www.moneygram.com/replacement
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:11/29/2022

  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.

  Transaction date is 11/15/22
  I didn't know that my mortgage company did not take Moneygram payments. My mortgage company is ***** ********* I chose moneygram because the fees were less than western ****** I was sending this money to get caught up on my mortgage as I was under a covid-19 forbearance that was expiring. I called moneygram and they said it would take up to 15 days to process. In the meantime they sent an email on 11/18/22 saying I was being locked out of my online profile for suspicion of fraud which is ridiculous. I even explained when I asked for the refund on their recorded line that it was for payment on a mortgage and provided my mortgage account number. Their is nothing fraudulent happening here I was just trying to stop foreclosure on my house. It seems they are trying to make a case to refuse my refund. I called on 11/29/22 and was placed on hold several times and then asked for the last 4 digits of my social security number which I did not hesitate to provide. On this call I was then told it could take up to 10 business days to process after being assured it would only take 15 business days on the original call on the 15th. I will provide the email receipts from payments. Also, a list of the payments and their reference numbers. In addition, the ***** Mortgage account number is XXXXXXXXX. All payments were made online.

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/14) */
  MoneyGram appreciates the opportunity to review and respond to Ms. ******'s concerns.
  
  Ms. ****** stated that she completed six express payments to her mortgage company on November 15, 2022. Ms. ****** requested a refund of the payments as the company advised that they did not accept payments from MoneyGram. She has also requested an apology and for her online profile to be reinstated.
  
  MoneyGram offers a service of transferring funds to companies/billers through Express Payment Service. Once the transfer is completed and the reference number is issued, funds are transferred to the biller immediately - since the money is not in MoneyGram's possession, we cannot issue a refund or process any changes for the transaction.
  
  MoneyGram assists consumers in submitting refund/correction requests to the billers on their behalf, but we can never guarantee that the request will be upheld or the money will be returned.
  
  According to MoneyGram's records, all six transactions were successfully received by the biller, therefore we are unable to process a refund. Ms. ****** will need to contact the biller directly for further assistance as the funds are not in MoneyGram's possession.
  
  Ms. ******'s online profile was closed due to a chargeback received from her financial institution. Chargebacks are grounds for immediate profile closure, and we are unable to uphold her request to re-open her online profile because of this.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:11/28/2022

  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.

  MoneyGram
  On 11/28/2022 MoneyGram deleted my account permanently due to fraud/scam concerns. I can no longer use them for money transfers. During the past year under my original email, I transferred funds successfully many times. I chatted with an agent on numerous occasions and asked them to resolve this issue or provide a contact number that I can call, so that I can again use their service to help a friend in need. On 11/28/2022, I called the number listed in the attached email and spoke to a live representative. He said my account cannot ever be restored. I am banned from using their service.
  
  
  On 11/27/2022 I received an email instructing me to call MoneyGram at ************ for assistance with my inability to process a transfer. I called that number and it was not in service. A recording instructed me to call ************. I called that number and there was no option to speak with anyone.
  
  In September, I chatted with a MoneyGram agent and asked if I could change my email address from ********************* to my new address. The agent said I should delete my old account and register a new account. I deleted my old account. I erroneously requested that they remove my personal information which was probably unnecessary (Case Number: ************************************) applies.
  
  On 11/25/2022 I created a new account using my new email address: ****************************. I attempted to process a cash pickup transfer to a friend in Uganda. The transaction was cancelled and MoneyGram disabled my account. I chatted with an agent and he reopened my account, I submitted my driver's license and tried again. The transaction was cancelled and they disabled my new account again.
  

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/14) */
  MoneyGram appreciates the opportunity to review and respond to Ms. ***********'s concerns.
  
  MoneyGram is subject to a wide range of laws and regulations globally; including various privacy, data protection, and compliance rules and regulations. All transactions are subject to careful review and ongoing monitoring. Because of this, MoneyGram conducts periodic reviews of consumers' activities.
  
  To protect the safety of our consumers, and to meet 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.
  
  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,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (3000, 7, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have excellent credit and handle personal finance transactions with due diligence. I know the person I am forwarding funds to and have sent a known emissary to meet this individual. I do not feel like this explanation is sufficient to justify their action. It is a blanket response that offers no remedy.
  
  My goal is to help support those in need. I personally know others that are using MoneyGram and/or WorldRemit to financially support this school in Uganda and others throughout the world. Many of these individuals desperately need this support to survive.
  
  I think MoneyGram's BBB rating should reflect that they do not exercise good judgement or provide fair customer service.
  
  
  Business Response /* (4000, 9, 2022/12/20) */
  MoneyGram apologizes for any inconvenience that this situation may have caused Ms. ***********. Her MoneyGram profile has been reopened.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (2000, 11, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has reopened my account. I accept this resolution for now. I will reopen this case, if they do not honor this.

• Initial Complaint

  Date:11/07/2022

  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 11/4/22 I was sent money THRU MONEY GRAM in the amount of $850.00 and the CVS store in New York (store) **** register **. At *************, ************, NY *****. The Supervisor Michelle was the one who input my information in the register. NOW It's usually $500 cash and $350.00 in a money order. WHICH AS A SUPERVISOR SHE SHOULD HAVE BEEN AWARE OF THE PROCEDURES. AND PLUS THAT STORE DIDN'T HAVE A MONEY ORDER MACHINE. SHE TRIED TO INPUT TO GIVE ME ALL CASH WHICH CAUSED THE PROBLEM IN THE 1ST PLACE. WHY DO THEY HIRE PEOPLE THAT DON'T KNOW THEIR OWN POLICY. After she input my information in the register she tells me it's a technical issue that I can't get my money. She didn't know what she was doing she tried to input that she'll can give me all CASH. THEN AFTER PROBLEM OCCUR SHE DIDN'T WANT TO HELP FURTHER. She tells me I would have to call Money Gram Corporate ************** and CVS Corporate **************. SO I WAS NOT ABLE TO RECEIVE MY MONEY. I stayed in that store for over 2 hour and still the problem was not rectified. An agent name Chelsea D**** from CVS tried to call Money Gram Corporate and still the problem was not solved. She called Corporate again s/w Karla from Money Gram and Karla told (me) I have to wait 2-4 days for my problem to be fixed. Everyone I spoke with didn't care always wanted to pass my issues elsewhere. No remorse or empathy. I call Money Gram corporate on 11/7/22 s/w Surag who told me I have to wait 10days See no one they knows their policy, I ask to s/w someone higher he transferred me to Andra who told me there is no one higher than she and that I have wait to 11/10/22 to see "IF" problem is fixed. I NEED MY MONEY ASAP. Why do I have to be inconvenienced because 1st Michelle the MANAGER at CVS DIDN'T KNOW WHAT SHE WAS DOING IN THE 1ST PLACE. 2nd I STILL DON'T HAVE MY MONEY 3rd THEY CAUSED THE PROBLEM AND I THE CONSUMER HAVE TO WAIT DAYS AND DAYS TO RECEIVE MY MONEY THIS IS LUDICROUS. Need help to get my money ASAP.
  

  Business Response

  Date: 02/13/2023

  Business Response /* (1000, 7, 2022/11/23) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *********'s concerns.
  
  According to MoneyGram's records, on November 4, 2022, Ms. ********* attempted to collect a transfer of funds that was sent to her. Ms. ********* stated that the funds were not collected due to an issue with the receiving agent's system. On November 7, 2022, the agent confirmed that the transfer was not completed due to a system issue, therefore the transaction was reversed to make funds available for collection again. MoneyGram's records indicate that Ms. ********* had successfully collected funds on November 10, 2022.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:11/02/2022

  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 9/28/2022 I sent a money transfer through Moneygram for a Bank Of America Account. According to Moneygram the transfer was successful and completed on 10/3/2022. I received a call from the person I sent the money too along with a Bank of America Representative to inform me the funds were never received because it was rejected due to Recipients Bank Account Name being listed as incorrect.
  
  I called Moneygram to let them know the recipient/bank rejected the monies and sent it back immediately to Moneygram, who should have then notified me and returned the monies back to my bank card.
  
  They did no such thing. I filed a claim/investigation through Moneygram and they are still claiming Bank of America never returned the funds to them.
  
  I feel someone is definitely trying to scam me out of my money and not return it. Also, they never sent me any PROOF that they did in fact investigate or look through their system for a return in my name or account.
  
  At this point, I'm ready to seek legal action because I lost out on $2,200 and Moneygram has yet to reach out or return my funds from Bank of America.
  
  Investigation Case #******** is the case number they had assigned to only send me a generic email a few days later saying the investigation was complete and closed.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2022/11/15) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *****'s concerns.
  
  According to MoneyGram's records, on September 30, 2022, Ms. ***** completed a transfer to a receiver's account using our services. Our records indicate that the receiving partner had rejected the transfer due to inaccurate receiver details. A refund was processed on November 8, 2022. Please allow up to ten business days for funds to be credited back to the original payment method.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:10/25/2022

  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 purchased a money order for $422 and then submitted it to the payee. The payee cashed it but it did not get applied to the proper account. MoneyGram web site has blacked me. The several phone calls I made to the company has given me the run around about obtaining the copies of the cashed money order. Money Gram even sent me into a local CVS where the store flat out told me that they could not help me. I need a copy of the money order in order for the transaction to be applied to the proper account. Or to find out if someone cashed it who was not authorized to do so!Money Order: XXXXXXXXXXXX $422 Cashed March 4, 2022

  Business Response

  Date: 02/06/2023

  Business Response /* (1000, 7, 2022/11/17) */
  Thank you for contacting MoneyGram regarding your concern. MoneyGram's records show that photocopy of the cashed money order was sent via email to Mr. ********* on July 29, 2022. MoneyGram sent an additional email to Mr. ********* with a photocopy of the cashed money order along with instructions for requesting assistance with the affidavit process if he feels that the money order was fraudulently endorsed. If Mr. ********* feels that the money order was endorsed by someone other than the intended payee, MoneyGram offers assistance with requesting a refund from the bank of first deposit on the consumers behalf via an affidavit service. Mr. ********* is welcome to complete and return the affidavit form to MoneyGram. Please read the affidavit instructions carefully. Once MoneyGram receives the completed affidavit, MoneyGram will submit the affidavit and supporting documentation related to the money order on his behalf. The bank of first deposit will, in turn, open its own investigation to determine if it will refund the amount of the money order. Please note that despite our best efforts, MoneyGram can in no way guarantee the that the bank will grant refund of the money order.
  
  MoneyGram apologizes for any inconvenience that this may have caused Mr. *********.
  
  Thank you,
  
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:10/25/2022

  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.

  Money gram cancels my money transfer to my brother in law in Indonesia for no reason and they put hold on my money at the bank for over 9 days and they refuse to cancel the hold.
  Product_Or_Service: Money transfer
  Order_Number: ********
  

  Business Response

  Date: 02/03/2023

  Business Response /* (1000, 6, 2022/11/17) */
  MoneyGram's records show that Mr. *******'s transaction was initiated and canceled on June 30, 2020. MoneyGram's records further show that the refund was successfully processed, and was not rejected by his financial institution. As the transaction was cancelled the same day, it is likely that it was processed as a voided transaction. As MoneyGram is not in the possession of the funds, a refund is not available.
  
  MoneyGram apologizes for any inconvenience that this may have caused Mr. *******.
  
  Thank you,
  
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:10/17/2022

  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.

  My landlord lost the money orders I have been trying to get in touch with a actual person just about a month to resolve the issue I have emailed them got serval case numbers with no response it is serious matter because i don't have the money to replace it and can be evicted behind this matter and it's 1,200 hundred dollars and MoneyGram need to be ashamed of yourself western union the matter would have already resolved with me having to go to these measures
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/10/31) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *******'s concerns.
  
  According to MoneyGram's records, the serial number that has been provided for the $200.00 money order was not valid. MoneyGram is unable to check the status to see if the money order is eligible to be replaced without a valid serial number.
  
  Regarding the two $500.00 money orders, MoneyGram's records indicate that the items are eligible for replacement, therefore, the replacements have been processed. Please allow up to two weeks for the replacement checks to be received via USPS.
  
  MoneyGram apologizes for any inconvenience Ms. ******* may have experienced.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have given them place it was purchased and the date and the correct serial number and except a full refund this is ridiculous and unacceptable as a business you need to do better I will never buy another money order from money gram western union respond and resolve issues in a timely manner and have live agents money gram can learn customer service from them
  
  
  Business Response /* (4000, 9, 2022/11/11) */
  Until MoneyGram can locate a valid money order serial number, we cannot uphold Ms. *******'s request for a replacement.
  
  MoneyGram sent Ms. ******* an email with a money order search form, and instructions for where to send the completed form so that we may attempt to research our records to locate the item. MoneyGram cannot guarantee that the serial number will be located.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:10/16/2022

  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.

  see Attached document
  Click here to Get the File - use the Password: ********
  https://bluecomplaints.bbb.org/attachment/?c=XXXXXXXX

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/01) */
  MoneyGram appreciates the opportunity to review and respond to Ms. ******'s concerns.
  
  According to MoneyGram's records, a replacement request was received for the item in question. The replacement check was mailed directly to the water company on August 30, 2022.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:10/12/2022

  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, I did a transaction with MoneyGram on 10/4 for 1,975$ they said funds would be delivered to the account by 10/6, it is now 10/11, I called for an update and said I need to wait up to 90 days to get a status on where the money went because they don't know, they opened a case, I then asked for a refund because it states on my receipt that I can get one if they funds haven't been deposit, or picked up, which they have not and they are refusing to give me a refund although I am within the allotted time, I also just send a letter to the address stated on my receipt for a refund, the representative said that it wouldn't matter because a refund isn't an option when it says that it is.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */
  MoneyGram appreciates the opportunity to review and respond to Mr. *******'s concerns.
  
  According to MoneyGram's records, the transaction was rejected by the receiving partner and refunded on October 12, 2022. Please allow three to ten days from the date of refund for funds to be credited back to the original account used to send the transfer.
  
  MoneyGram apologizes for the delay and any inconvenience that this situation may have caused Mr. *******.
  
  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.