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

• 

  Money Gram

  755 Bergen Avenue Jersey City, NJ 07302

• 

  Money Gram

  35404 US Highway 19 N Palm Harbor, FL 34684

• 

  Travelers Express Company, Inc

  2425 N. Blackstone Fresno, CA 93703

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:08/26/2022

  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 had the absolute worse experience today. Your moneygram's people have no inkling how to do their jobs. They all need to be retrained. I spent 2 hours doing the same steps over and over again to no avail. If you don't believe me check yiur online records. One inept employee after another, one escalation after another to yet another incapable employee. This is absolutely absurd, unprofessional and unacceptable. How hard can it be to simply give consumers their money? Never have I experienced anything so ridiculous and this is a developed nation. No one at cvs knew what the **** to do and no one at moneygram. Instead I had to deal with outsourced folks who are rude and incompetent.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 6, 2022/09/09) */
  MoneyGram appreciates the opportunity to review and respond to our consumer's concerns.
  
  MoneyGram apologizes for any difficulties you may have experienced in using our service(s).
  According to our records, your transaction was received on August 31, 2022.
  
  You may contact us at [email protected] if you have any further questions or concerns. MoneyGram will be glad to assist you further as
  needed.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:08/20/2022

  Type:Billing 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'm tired of locations in my area lying about MoneyGram not working.
  I been to 3 separate locations today alone in Albany New York. All three places had a different "song and dance" of excuses.
  My point being I have an active MoneyGram code right now I need the money and no where in my area is help.
  
  The corporate office can mail me a check to resolve this issue.
  
  I'm tired of walking in the hot sun and catching public buses up and down the street to hear asinine excuses at every location I visit. Calling them on the phone is a waste of time they still lie to me when I get there!
  
  MoneyGram
  In CVS
  0.6 mi * ****************
  Open â‹… Closes 10PM
  
  I wasted my time calling this morning..as of early afternoon manager he says not his problem if kiosk is running, but his cash register to process the payment is down.
  
  MoneyGram
  0.8 mi * ******************
  Open â‹… Closes 8PM
  
  I wasted my time calling because no management is available..I get there and a note on the kiosk says down for tonight only. How do they know it's down on a Friday night only!?
  
  MoneyGram
  Central Discount Depot
  1.1 mi * **************
  Open â‹… Closes 9PM
  
  I wasted my time calling..all I got was a loud fax machine noise in my ear. After talking to the only person at the register he claims been down for 3 to 4 weeks on money gram services...so why does MoneyGram not update his status on their website?
  
  Now..either I'm being lied to by franchise business owners or MoneyGram is extending their money services to the wrong type of franchise business owners.
  
  Finish the job - I will upload my receipt and MoneyGram can mail me a check to my physical address so I can be done with MoneyGram for a lifetime.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  According to MoneyGram's records, funds were sent to a receiver on August 19, 2022, using our services. Our records indicate that the funds were successfully collected by the receiver on August 20, 2022.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I had to travel very far away from where I live to get the money pick up. But yes, and now no more moneygram for me

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using MoneyGram services for over 10 years with no issues. On 8/11/2022, I received the email below from MoneyGram, stating my profile was revoked. They gave no reason as to why and how this can be corrected. I called Customer service, I was told no reason was given, and the decision was final. I was advised to seek another service to do my money transfer.
  
  
  Dear ****,
  
  For your security, please note that effective immediately your MoneyGram Online profile access has been revoked and your profile has been suspended.
  
  MoneyGram's review of your profile and associated activity has identified it as being at high risk of fraud, scams, or other associated activity which may include a violation of MoneyGram's Terms and Conditions
  
  Please direct any questions to this link ; select E-mail and complete the online form.
  
  Sincerely,
  MoneyGram Online Risk Management and Consumer Protection Services
  scamawareness.org

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/08/29) */
  MoneyGram makes every attempt ensure that our customers are treated fairly and with utmost respect at all times. We also appreciate our consumers feedback regarding their experiences in using our services.
  
  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 on-going monitoring. Because of this, MoneyGram conducts periodic reviews of customer's activities.
  
  In order 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. If MoneyGram does not feel comfortable with an activity or with the purpose of a transaction, the service could be declined.
  
  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 services. This decision has been made after careful consideration, and MoneyGram apologizes for any inconvenience this may cause you. We do advise you to use a different service to send money in the future.
  
  Thank you,
  MoneyGram ********** **********

• Initial Complaint

  Date:08/13/2022

  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.

  I purchased a money gram money order for $107 dollars plus $1 fee and ended up losing it and the receipt. I spoke with the store I purchased it from and received a copy of the receipt and was told to call moneygram which I did. From there I was told I had to go online and enter information from the receipt which I did. At no time was I asked for a copy of a receipt. 3 days later I received a email saying they need a copy of receipt. I responded to the email and explained my situation and submitted a screenshot that shows the date, location, amount and the last 4 digits of the card that was used. I was supposed to have received a replacement money order and have not even gotten a response back. This is unacceptable and I would like my money.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/08/29) */
  MoneyGram appreciates the opportunity to respond to Mr. *********'s concerns.
  
  According to MoneyGram's records, the replacement request was processed by our money order team on August 17, 2022, and mailed out to Mr. ********* via standard USPS. Please allow up to two weeks for delivery.
  
  Thank you,
  MoneyGram ********** **********

• Initial Complaint

  Date:07/19/2022

  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.

  On 12/04/2021 I sent 1000.00USD to my husband, Candelario Anguiano Gutierrez via Moneygram from my local Walmart Store in Susanville Ca. My husband has not been able to get the money. Moneygram states the money has been deposited to the account but that is not correct. The money has not been deposited to his account. They will not give me the account number the money was allegedly deposited in. I'm not really sure what else to do since my husband has not been able to get the money nor have I been able to get a refund since Moneygram is stating the money has been deposited to the account. I've called Moneygram three times to get this issue resolved with them and they say they will open up an investigation and all three times they state the money has been deposited to the account but it is not.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/03) */
  MoneyGram appreciates the opportunity to review and respond to Mrs. ****************'s concerns.
  
  According to MoneyGram's records, Mrs. **************** sent funds to a receiver on December 4, 2021, using our services. MoneyGram's records indicate that the funds were received and deposited on December 4, 2021, therefore a refund is not available.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (3000, 8, 2022/08/04) */
  Hello,
  
  My issue still hasn't been resolved. MoneyGram states they deposited the money into my husbands account but it's not. Not really sure what else to do.
  
  
  Business Response /* (4000, 13, 2022/08/25) */
  MoneyGram's records indicate that the funds were successfully received and deposited, therefore we are unable to process a refund of the transfer. A transfer can only be refunded if the funds are rejected by the receiving bank. MoneyGram requested confirmation of deposit from the receiving bank, but have not received response at this time. Once a response is received, an update will be provided to Ms. ****************. MoneyGram apologizes for any inconvenience.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (4200, 15, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not asking for a a refund, I'm asking for money gram to deposit the money to correct account. On my last request I asked that money gram provide the alleged account number the funds were deposited into and they did not address that on the response. They should have a record of that.
  
  
  Business Response /* (4000, 18, 2022/09/06) */
  After additional review, MoneyGram has approved refund of the transfer due to a deposit delay. The refund details are sent directly to Ms. **************** via email.
  
  MoneyGram apologizes for any inconvenience that this situation may have caused.
  
  Thank you,
  MoneyGram Regulatory Governance
  
  
  Consumer Response /* (4200, 20, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have not received email from moneygram with instructions? If they could please let me know when I should be receiving the email.
  
  
  Business Response /* (4000, 22, 2022/09/22) */
  The email has been resubmitted to Ms. ****************. Please check for an email from [email protected].
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:07/14/2022

  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 have to money orders I needed replaced they show uncashed I put in a order for replacement in May 31st they sent me a email saying they were mailed out June 7th. I still have not received them yet u have caked they tell me they can't give me information Sent several emails I have all the purchaser information showing they were brought by me and the store I Boynton them at have my ID on fill. I just want to Frei my money order back cause they can't hold some uncashed and owed to my bought work my money

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/07/28) */
  MoneyGram appreciates the opportunity to review and respond to Ms. *******' concerns.
  
  According to MoneyGram's records, Ms. ******* was previously advised that money orders are not available for replacement. MoneyGram's records further indicate that a replacement request for the items were received and a replacement of the referenced money orders were issued on June 7, 2022. Therefore, a replacement is not available.
  
  Thank you,
  MoneyGram ********** **********
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If they check and see they still haven't been cashed they said the replacement was replaced on the 7th I check and seen they was suppose to come to my PO box but I still haven to received them as of today and it's been over a month so I would like them to resend them out
  
  
  Business Response /* (4000, 11, 2022/08/11) */
  MoneyGram received a replacement request from a consumer (not Ms. *******) who provided proof of purchase of the items. The refunds were issued, therefore refunds for items are no longer available.
  
  Thank you,
  MoneyGram ********** **********