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 International

  address on file with BBB Minneapolis, MN 55416

• 

  MoneyGram International

  5110Jefferson Highway New Orleans, LA 70123

• 

  Moneygram

  10730 W Lower Buckeye Tolleson, AZ 85353

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:10/01/2022

  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.

  Aug.30,2022 i did a bill payment to ***** credit. To pay my car payment. The amount was 1300. I didnt even know that my car payment was never pay. After a week i got a notice that im late on my payment. So i call them and told them i already paid through moneygram. They check and said they never recieved it. So when i call moneygram they said that its been recieved. I was so confuse and didnt know what to think. I call the dealership and explain i call moneygram and they said they money has been delivered. At this point they just told me not recieved and im late on payment. So i ended up paying the 1300 again. I been calling moneygram and they told me to wait 10 days for investigation and after 10 days i call they told me that it was never investigated for me to wait another 10 days..i been waiting and waiting and i just want my money back. I have the reference number and clearly states that the money is still on the way its not showing complete. I want my money thats all...i call them today and was told to wait 90 days now..this is not right and i want my money. Please help
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/10/17) */
  MoneyGram appreciates the opportunity to review and respond to Ms. ***'s concerns.
  
  According to MoneyGram's records, on August 30, 2022, Ms. *** completed an online express payment processing fee to biller ***** Credit. Our records show that the funds were received on the same day, August 30, 2022. Ms. *** stated that funds were not posted to her account, so MoneyGram sent a posting request to the biller. On September 6, 2022, the biller responded and advised that the funds were received and posted to her account on August 30, 2022.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If ***** credit claim that they recieved my money from moneygram please provide a statement from ***** credit that they recieved my money from moneygram, because theres no is no payment in my history showing that ***** credit recieve my money from moneygram, also if they did, then why did i had to pay twice? Please when i log in to moneygram it still shows in transit instead of complete. So if moneygram claims its been deliever please i want a statement from moneygram from ***** credit in their own words stating that they recieved my money and that moneygram contact ***** credit and that ***** credit recieved my moneygram, because as of now ***** credit have not recieve any moneygran from me and i had to pay it twice. So i need statement from both. Thank you
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  As previously advised, the biller has confirmed that the funds were received. Unfortunately, MoneyGram is unable to provide anything further regarding this matter. Ms. *** will need to contact her biller for further assistance.
  
  MoneyGram considers this matter closed.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/17/2022

  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 just visited a Moneygram at a Walmart store in league TX where the rep told me that Moneygram is rejecting my transaction for my protection. When I called Moneygram, mind you I am trying to send money for medical purposes in Mexico for my uncle who in undergoing treatment. I was told that no information could be disclosed to me and Ofcourse at that point, I was upset, facing hardship but still have culture noms and obligations toward my loved ones. I ask to speak to a supervisor or manager at Moneygram and was told that the supervisor would be telling me the same thing, that there is no information to be provided about why I'm not able to use Moneygram services and he kept refusing to let me talk to a supervisor. and I was not notified as a Moneygram customer who actually holds an active account with them and no mail or email was sent to me to inquire about any activities in my account. I asked the manager to escalate my inquiry to a higher department and Ofcourse I was upset. Who wouldn't be. I am a law abiding citizen and have never had any problem with the law aside from fake speeding tickets that I have dismissed in court. The supervisor told me that my account is now banned permanently and indefinitely as i was talking to her demanding explanation that she told me would not be provided. Under the freedom of information, im entitled to any investigation that was performed on my behalf and a right to appeal to include due process. I was indefinitely banned for demanding answers from my account being blocked for my own protection. Me being permanently banned was the supervisor retaliation to me saying that I would file a complaint against Moneygram.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/03) */
  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 our compliance requirements, MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. If MoneyGram does not feel comfortable with an activity or the transaction's purpose, the service could be declined.
  
  When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting our consumers.
  
  Please be advised that as MoneyGram does not feel comfortable with your activity, your name was put on restrictions in the MoneyGram system which disables you from using our service. We acknowledge this isn't the outcome you may have requested, however, this decision has been made after careful consideration, and we apologize for any inconvenience this may cause you. MoneyGram advises you to use a different service to send money in the future.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide records of violation and based on what federal laws or criteria. Please provide information under the freedom of information act of 2016.
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  Please note that MoneyGram retains its rights to process or decline any transaction sent through its system at any given time when it does not feel comfortable with the purpose of the transaction and/or sending/receiving activities of the consumer.
  
  These are tough decisions, which are not taken lightly. This decision has been made after careful consideration, and MoneyGram apologizes for any inconvenience this may have caused you. For security reasons, we are unable to provide additional information or detailed information on our verification process. As MoneyGram is unable to offer any different resolution in the matter, we consider this matter closed.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, Sep 8th I used moneygram to send emergency funds to my grandson in another state. He got the information to deposit the money but it would not work. I called the customer support number and was told there was an issue with their system and it would be resolved in 24/48 hours -which was distressing in an emergency situation. It is now 96 hours later. Calls and on line chatting with customer service only gets "sorry for inconvenience-please be patient-issue will be resolved in 24/48 hours-no, it is impossible to refund your money". I feel that a reputable company would refund the money if they couldn't fulfill the service. I feel defrauded out of my $300 which is a big deal when you are living on retirement.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 8, 2022/09/28) */
  MoneyGram appreciates the opportunity to review and respond to Ms. Mcreynold's concerns.
  
  According to MoneyGram's records, on September 8, 2022, Ms. ********** completed a transfer using our services. The funds were not deposited to the receiver's card by the expected date of delivery due to an unexpected technical error. The error has since been resolved, and our records indicate that the funds were successfully deposited on September 12, 2022.
  
  MoneyGram apologizes for the delay and any inconvenience that this may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (2000, 10, 2022/09/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $1000 on 8/30/22 at 9:04am CT to an account that I had previously sent money to without complication on 7/27/22. The money on that day and as promised was delivered within 15 minutes of completing the transaction. This time, the money was taken from my bank account but not delivered to the recipient. I called customer service and was advised to please allow more time. The next day 8/31/22 when the money was still not delivered, I opened a complaint using their online system (Ref# XXXXXXXX) with the given expectation that someone would be contacting me within 48 hours. I received an email on 9/6/22 asking for me to call them.
  I called them on 9/7/22, and the representative said she could not assist me; and I asked to speak with a manager. I was placed on hold for an extended period, and I requested a callback per their automated system. I never heard back.
  On 9/12/22, I called, furious that the money was still not in the recipient accounts. I spoke with Lucy, but she could not help me and could not decipher why my money was not sent. I asked to speak with a manager. Amber, the manager, said there was a hold on my account but could not tell me why. she tried to remove it and couldn't, so she transferred me to Ekiel in the holds dept. He said he could not remove the hold either and that he had to open a request with the online support team. Henry from the online support team said I had to wait 90 days for an investigation to be completed. In the meantime, it has been 13 days, and MoneyGram took my money without saying there would be any type of potential hold time. I have repeatedly asked each representative to refund my money, saying I have to wait 90 days. Unacceptable
  The transaction confirmation email says the recipient will receive the money within in minutes, and I can request a refund. Neither of which has occurred

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/27) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *********'s concerns.
  
  According to MoneyGram's records, on August 30, 2022, Ms. ********* sent funds to a receiver using our services. Due to an unexpected technical error, the funds were not deposited. The error has now been resolved and our records show that the funds were successfully deposited on September 12, 2022.
  
  MoneyGram apologizes for the delay and for any inconvenience that this may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (2000, 7, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The funds have now been delivered

• Initial Complaint

  Date:09/11/2022

  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.

  Case #********. My answer to resolution to moneygram is absolutely ( NO) I am not satisfied with them sending me a picture via my phone of a photocopied cashed money order. It was indiscernible and because it was used to pay for a registration that went lapse through the Nevada DMV I let my insurance expire and the state of Nevada fined me $ 500. I also had to stop paying for insurance on another vehicle that the moneygram was also cashed and the state of Nevada also would fine me too on that. Moneygram took months to send me a worthless photocopy that cost me in fines. Their business practices are very unprofessional and I am absolutely not satisfied with their performance.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 7, 2022/09/27) */
  After the purchase of a money order, MoneyGram is not responsible for the acts of purchasers, payees, or others, which may result in a dispute. MoneyGram provides a service of selling money orders and is not liable for the cashing of money orders.
  
  MoneyGram's records indicate that the money order was cashed, therefore a refund is not available.
  
  MoneyGram is unable to offer any other resolution, therefore we consider this matter closed and appreciate your understanding.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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 did a money transfer with MoneyGram on 09/07/2022 at 651pm to Gerald Caslin. I sent him 150.00 to his debit card and chose the fastsend options. I received notification that the money was ready to deposit and received a text message saying he can click the link to deposit the money. He tried several times for about 1.5hrs but kept receiving an error message saying log out try back in 4 minutes. At 851pm I then called MoneyGram and was told originally I needed to speak with the verification dept and verify my information and the money will be sent. While talking to the verify dept Im then told that its an IT issue and it could take 2 business days to rectify. Once again I paid for the fastspend to be delivered within 10 minutes. My app is still showing ready for deposit. If a refund is issued then they tell me it will take up to 10 business days to get my money back without my fee for the fastspend. Neither of which is the service I paid.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/22) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *****' concerns.
  
  According to MoneyGram's records, Ms. ***** sent funds to a receiver in on September 7, 2022, for a card load using our services. MoneyGram's records indicate that the transaction was rejected by the receiving partner due to a mismatch in name and account details. A full refund of the transfer was processed on September 8, 2022. Please allow three to ten business days for the funds to be credited back to the sender's account.
  
  MoneyGram apologizes for any inconvenience this may have caused.
  
  Thank you,
  MoneyGram ********** **********

• Initial Complaint

  Date:09/07/2022

  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 was told that my account was "frozen" due to a security breach and that this was for my own protection. I was not given any other details. I was also told that I could not use MoneyGram online anymore. I then called for my transaction history and MG wants to charge me $50 without giving me any other alternatives. This is unacceptable. Every time I call they tell me they cannot give me any other information and that there is no way around this.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */
  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 our compliance requirements, MoneyGram actively reviews transaction amounts and frequencies and will, from time to time, put restrictions in place to safeguard our consumers. Security measures have also been put in place to prevent our consumers from becoming victims of fraud scams. If MoneyGram does not feel comfortable with an activity or with the purpose of a transaction, the service could be declined.
  
  After additional review, the profile has been re-opened. MoneyGram apologizes for any inconvenience that this may have caused.
  
  Thank you,
  MoneyGram ********** **********

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a money order for $685 for my rent but my apartment just informed us that they are only accepting online payments. I tried to take the money order back to my credit union but was informed that I would need to contact the 800 number. I call the Money Gram and it gives you an option to request a refund to press 1 but it gives you the same information without allowing you to speak with anyone or giving instructions for a refund.
  
  We would like a refund for the money order # XXXXXXXXXXX.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  MoneyGram's records indicate that the money order was cashed on September 6, 2022, therefore no refund is available.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (2000, 7, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/30/2022

  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 wife and I (**************)went to pay the mortgage at a Walmart Money Services in Howell, NJ yesterday at around 1PM. Looking at the receipt, I realized that the transaction had been done completely wrong, it was sent through "MoneyGram" rather than the Western Union transaction that I had requested. The reference number on this transaction is "XXXXXXXX". I have been paying the mortgage through Western Union at Walmart for months with no problems. According to them, they went ahead and sent $1501.77 through the WRONG channel, when I had specifically requested Western Union. Walmart told me "they must not do Western Union transactions anymore because it is no longer in the system." Yet, on their sign they are advertising Western Union, which based upon their own words, that is FALSE ADVERTISEMENT. I went back upon seeing the mistake not even 2 hours later to get a refund, and to send the money through the PROPER channel. The money was supposed to be sent to FLAGSTAR BANK. The appropriate account information was given. In fact, it was saved in a profile that we have been paying our mortgage with for MONTHS without issue. A rinse and repeat process has turned into complete loss of our funds. I was told that I cannot get a refund and that I need to call "MoneyGram". We called MoneyGram @ 1-800-926-9400 only to be told that FLAGSTAR BANK had received the funds according to their records. When contacting FlagStar Bank, they say they have not received any payment. MoneyGram says they don't have the money, FlagStar says the don't have the money. We were even told by MoneyGram that we might not even get a refund at all? Someone is not telling the truth, or blowing us off. If what everyone saying is true, someone literally stole our money. I've never seen such dismissive customer service from a company(MONEYGRAM) in my entire life. I've never heard a company so against the customer when this was not our fault at all, and we just want what is ours back.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Thank you for contacting MoneyGram International.
  
  Due to the security of the transaction and the international regulations required for financial Institutions, MoneyGram is able to provide transaction details to the sender or receiver only. Please ask the sender to contact us with any additional concerns by phone at 800-555-4747 or by email at [email protected].
  
  MoneyGram apologizes for any inconvenience this may have caused Mr. ****.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:08/29/2022

  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.

  I use for the first time Money Gram to send $950.00 to my daughter in France.
  They charge me $58.00 fees to do it.
  They gave me a list of 6 shop in Paris to get the money.
  My daughter have been to 3 different shops.
  1)nobody has the money to give her
  2)the are very small papa shop,dirty ,and the worse nobody speak french.
  I call myself 3 others shop from Los Angeles...same issue.
  Finally after 5 hours of work,Money gram ,gave me a number to get my money back.
  They keep the $58,00 fees and i sent them 3 emails to ask them to give me back the fees.
  They never answer any of my email at ***************@moneygram.com.
  Finally i talk to shop manager who told me don't lose your time with BBB ,they don't care .
  What the best name to call this company ? they are crook for sure.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/13) */
  MoneyGram appreciates the opportunity to respond to Mr. *****.
  
  According to MoneyGram's records, Mr. ***** sent funds to a receiver on August 23, 2022, using our services. On August 24, 2022, Mr. ***** requested a refund of the transfer. He was advised prior to the refund being completed that the fee would not be included in the refund as the funds were made available for the receiver to collect as requested.
  
  Please note that if a request to cancel a transfer is made within 1 hour of payment, a full refund would be issued. For cancellations made more than 1 hour, and up to 180 days after payment, you will be issued a refund for the send amount only, excluding the fees.
  
  Thank you,
  MoneyGram ********** **********
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  They lie
  1) they never tell me they will keep the fees
  2)they didn't said nothing about the fact no shop has money to pay my daughter.
  Thanks for your help
  Jean Pierre *****
  1905 Colby Ave
  XXXXX Los Angeles
  Tel (XXX) XXX XX XX
  **********@prestonlitho.com
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  Thank you Mr. *****, for taking the time to contact MoneyGram. We apologize for your recent experience with MoneyGram.
  
  MoneyGram regularly reviews incidents such as these in an effort to continually improve our processes and procedures related to customer service. We appreciate your feedback which we review to assist in improving our services.
  
  Thank you,
  
  MoneyGram ********** **********
  
  
  Consumer Response /* (4200, 11, 2022/09/29) */
  I did rely already
  They are lying they never told me nothing about the fees.
  The agency in France didn't have the money and all didn't speak French.
  We visit and call 6 papa shops....
  And I didn't have the choice to get back my money .
  
  Jean Pierre *****
  1905 Colby Ave
  XXXXX Los Angeles
  Tel (XXX) XXX XX XX
  **********@prestonlitho.com