Business Profile

Money Orders

MoneyGram

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Complaints

This profile includes complaints for MoneyGram's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

549 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/15/2025
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.
*see attachment
Business Response
Date: 01/28/2025
H****3035373****6**37H appreciates the opportunity to review and respond to Ms. ****** concerns.

According to H****3035373****6**37Hs records, on October 2, 2024, the transfer ******13 was completed for $20 to Securus Phone Accounts. The sender reported that she intended for funds to be sent to the ********************************* #******, not the phone company, so a refund request was sent to the ******. Per the ******,the referenced H33373033393**6353933H # ******13 was posted to the sender's account with the phone number (850) ****588 as the provided account number was invalid.

On November 22, 2024, the transfer ******13 was completed in the amount of $75 to Securus Phone Accounts. The sender reported that she intended for funds to be sent to ********************************* #******, not the phone company,so a refund request was sent to the ******. Per the ******, the referenced H33373033393**6353933H # ******13 was posted to the sender's account with the phone number (850) ****588 as the provided account number was invalid.

Upon completion of an express H33373033393**6353933H transfer, a refund is not available unless the funds are rejected and returned by the ******. Before a transfer is completed, the sender is asked to review the details to ensure that they are correct. As the transfers were successfully delivered and posted by the ******, a refund is not available. H****3035373****6**37H apologizes for any inconvenience.

Thank you,
H****3035373****6**37H Regulatory Governance
Customer Answer
Date: 02/04/2025
I am rejecting this response because: I called up Securus Detainee Hotline at ************** 2/4/2025 at 11:15am. I found out $20.00 was put into the account October 2, 2024, under my phone number **************, but the $75.00 was not added to the account November 22, 2024. I want a refund from Money Gram in the form of a check mailed to my address at: *************************************************
Business Response
Date: 02/13/2025
******* confirmed that the funds from the transfer ******13 for $75.00 were applied to the consumers account, therefore we are unable to uphold Ms. ****** request for a refund. Please contact the ****** for further assistance as MoneyGram is not in possession of the funds.

MoneyGram apologizes for any inconvenience.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:01/06/2025
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 from MoneyGram for $40 that was lost in the mail and I would like a refund. The money order was to reimburse a relative (First Bk of MO). The receipt is attached for the money order. As a senior with cataract, I was not able to read the fine print on the back of the money order but I contacted the ********************** for ********************** who confirmed that the money order number was never cashed to date.
Business Response
Date: 01/17/2025
According to MoneyGrams records, a refund is no longer available as there is no value remaining due to applied service fees.

If a money order is not used within one year from the date of purchase, a non-refundable service fee is assessed. The service charge is deducted from the face amount of the money order. The Service Charge Agreement is located on the back of each money order.

MoneyGram apologizes for any inconvenience Ms. ******* may have experienced.

Thank you,
MoneyGram Regulatory Governance
Customer Answer
Date: 01/17/2025
I am rejecting this response because I was not able to read the back of the receipt due to cataract in eyes. The print should be legible for the disabled as well.
Business Response
Date: 01/24/2025
Unfortunately,the applied service fees are non-refundable. Information associated with money order service fees can be located on our website ************************** in the *** section.

MoneyGram apologizes for any inconvenience that this may have caused Ms. ********

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:01/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reaching out to seek your legal assistance regarding an unresolved issue with a money transfer I made through MoneyGram during my visit to the ** on September 11, 2024.I sent $550 USD from my ************ to my NCB debit card in *******, but the funds have not been deposited into my account. After contacting MoneyGram multiple times, I was first informed that an error had occurred and was promised a refund of the $1.99 USD transaction fee (Case ********). However, when I followed up on the missing $550 USD, another case was opened (Case ********), and the resolution stated that no error had occurred, and the funds were successfully deposited into the account provided at the time of the transfer.This resolution contradicts the initial response, leaving me confused and without a solution. I have a copy of my bank statement as evidence that the funds were not deposited into my account. Despite my repeated attempts to resolve this matter directly with MoneyGram, I have been unable to recover my funds.
Business Response
Date: 01/15/2025
According to MoneyGrams records, Ms. ***** completed a transfer for ****** USD on September 10, 2024, intended for credit to her receivers account in ******** *********************** records indicate the funds were delivered on September 11, 2024. To date, the funds have not been rejected nor refunded to MoneyGram, therefore we are unable to refund the transaction.

MoneyGram apologizes for any inconvenience that this situation may have caused Ms. ******

Sincerely,
_____________________

Resolution Assurance Department
P:**************
Email: ********************************************************************

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.
Customer Answer
Date: 01/15/2025
I am rejecting this response because: I have attached all my banks statements from the receivers account. Statements for September of 2024 to December of 2024. The statements prove that I did not receive the $550 in my receivers account. When I contact the *** bank customer service, I was told that the $550 was not transferred from MoneyGram to the receivers account. Please review the statement and reach out to the bank about the issue or provide me with my refund
Business Response
Date: 01/24/2025
According to MoneyGrams records, our partner confirmed that your money transfer had been successfully sent to the receiver's account information that was provided on the send form. MoneyGram is not in possession of the funds therefore a refund is not available.

If you have any further questions or concerns, please refer to our website at ******************************, especially to the FAQ section. If you are not able to find the solution to your problem, please contact us directly at ********************************************************************.

Regards,
MoneyGram International

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.
Customer Answer
Date: 01/27/2025
I am rejecting this response because: I reached out to the receiving bank and was told that they had some ongoing issues with card to card transactions and they did not receive the funds so the transaction would have bounced. I was also told that i should reach out to moneygram for a refund and the receiving bank no longer accepts card to card transactions due to the history.
Initial Complaint
Date:01/01/2025
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.
Pague $1,000 dlares para el giro de mi casa, en la cual no fueron cobrados y deseo que se me devuelva el dinero nuevamente. Por favor de comunicarse nuevamente
Business Response
Date: 01/14/2025
MoneyGram appreciates the opportunity to review and respond to Mr. ******** concerns.

The money order serial number was not provided in the complaint. MoneyGram could not locate where Mr. ******* had submitted a previous request for replacement of the money order therefore, MoneyGram cannot properly investigate or comment if the money order is eligible to be refunded. To conduct further research, MoneyGram will need the money order serial number.

********************** order replacement requests can be submitted online via **************************. An option is available that allows the consumer to check the status of their money order to determine whether the item has been cashed or if it is eligible for a refund.Once an item has been cashed, a refund is no longer available. If it is determined that a money order is available for refund, there is a non-refundable processing fee associated with processing the replacement request. For money order face values between $6.00 - $49.00, the processing fee is 50% of the face value for each item. For amounts of $50.00 and over, the processing fee is $25.00 per item. Once the replacement request is submitted online, expect up to seven business days for the request to be processed. An email will then be sent from MoneyGram with a money transfer reference number that can be used to collect the funds in cash from a MoneyGram agent.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/31/2024
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 tried paying my mortgage but the mortgage company didn't accept the payment and returned it on November ******. I've been trying to get it reimbursed without success.
Business Response
Date: 01/13/2025
According to MoneyGrams records, a refund for ******* USD was successfully processed on December 3, 2024. Please be advised that the standard refund timeframe can take up to three to ten business days depending on your financial institution.

MoneyGram apologizes for any delay or inconvenience Ms. ****** may have experienced while using our service.

Thank you,
MoneyGram Regulatory Governance

Initial Complaint

Date:12/27/2024

Type:Product Issues

Status:

Answered

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 notified 7/29/2024 that MoneyGram was holding a refund of $1080.00 from a transaction occurring, 11/2018. The letter indicated that funds would be transferred to my state under the "unclaimed properties" where i would be able to receive. This was to happen in 45 days of the letter date. Since then, i have attempted over 15 times to recover funds from legitimate agents "*******". However all attempts have failed, the account status says it is available, however every attempt in contacting gave repeated pointless solutions that failed to work. From trying different stores, contacting MoneyGram by phone from the store by clerks, and absolutely no other form of cash, money orders or other methods that would be available.

Business Response

Date: 01/09/2025

Thank you for your communication detailing your concerns with your MoneyGram money transfer transaction. According to the complaint, you reported that funds were not made available to be paid out to you.

MoneyGram sincerely apologizes for any inconvenience that this situation may have caused.

MoneyGrams records indicate that you were unable to collect the funds using the reference number provided to you, as the transfer had expired. Please note that if funds are not collected within 90 days from the send date, the transfer becomes ineligible for collection until you contact us. MoneyGram has updated the transfer, and funds are again available for you to collect with a new reference number. For security purposes, the new reference number has been emailed to you directly.

Thank you,
MoneyGram Regulatory Governance

Customer Answer

Date: 01/16/2025

I am rejecting this response because:

I received a letter from MoneyGram stating that there was a returnable refund of a transaction which occurred in November of 2018. They gave me instructions on how to recover these funds, $1080.00 by presenting reference number to active agents, in this case ******** Many attempts were made, and the status showed the funds were available for pickup, however messages would appear that monies could not be released. In the initial letter, it was indicated that the funds would eventually be forwarded to the appropriate resident state "*********" where it would be collected likely in unclaimed funds? That never occurred either! Through there repeated instructions and updated reference numbers at multiple agent locations, the same failed results happened. I've filed a case complaint with them under #********, the most recent reference # ******** all phone correspondence are conducted with foreign switchboards and again, the instructions for collection, are always the same without acknowledging it never works.

Customer Answer

Date: 01/24/2025

MoneyGram is in possession of $1081 of a refund they indicated is to be returned to me from a transaction occurring in November of 2018. I received a letter from them stating theses facts, in July 2024. In the letter it was indicated if funds were not returned to receiver (myself), in 45 days, it would be forwarded to the respective state i reside, "*********", where it would appear as unclaimed funds. After multiple attempts through instructions from MoneyGram, to collect at local agent facilities such as ******** all attempts failed with the message "politely inform customer we cannot release funds at this time", even after store representatives contact MoneyGram direct and still is instructed to perform the same failed exercise. I received an updated reference number 1/21 and is posted here. Again, all contacts and information, including status and instructions are a repeated process that I've attempted over a dozen times without success. They also fail to provide an alternative to accommodate and forward these funds in a different manner.

Business Response

Date: 01/24/2025

As MoneyGram had previously conveyed to Mr. ***** the refund is available for collection from any MoneyGram agent location and will remain available for 90 days. The transaction will expire if the transfer is not collected within 90 days. To collect the funds, Mr. **** must visit a MoneyGram agent with the new reference number provided in the email sent to him on January 8, 2025,and request a payout of the funds. All previous reference numbers are now null and void.

Thank you,
MoneyGram Regulatory Governance

Initial Complaint
Date:12/27/2024
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 received a notification from my bank that $357.99 was withdrawn from my account by ******************** US Dallas at 06:20, and another $357.99 was placed in pending status at 06:39. I do not have an account with ******************** and am unsure how this happened. I contacted my bank and took the appropriate steps. The bank representative was very helpful and advised me to report this matter to Moneygram, as they might be able to hold the funds given the recent transactions.I called Moneygram immediately to report the issue. I was on hold for 35 minutes, and the representatives did not even ask for my name. They repeatedly questioned whether I was sure the transaction was from Moneygram, despite my offer to email them the evidence. They refused to escalate the matter to someone who could help. When I asked for an email or incident number for the call, the representative, *****, stated that it wasnt possible. It felt as though they didnt want to help and were possibly complicit in the scam.I am deeply concerned about the unethical business practices of Moneygram and their failure to address concerns of fraud. Their handling of this situation is unacceptable. Thank you for looking into this matter.
Business Response
Date: 01/09/2025
To protect against identity theft, MoneyGrams Terms and Conditions do not permit using 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. We would advise you to contact your financial institution to cancel the credit or debit card related to the account as it was accessed by the unauthorized 3rd Party.

MoneyGram takes consumer 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 tries to warn consumers, when possible, of common fraudulent techniques and advise them on how they can minimize the risk of becoming victims of 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 you have not already done so, please report your claim to your local authorities. To release confidential information about the transaction, your local police must contact MoneyGram and submit a court order. This ensures the documentation we are providing will be used in a lawful manner.

If you have any additional concerns that MoneyGram has not addressed, we can be contacted directly at ************************************************* mention case number ******** in all future correspondence with MoneyGram regarding this matter.

Kind regards,
Resolution ********************
Initial Complaint
Date:12/26/2024
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 the sender ******* ****** had made a transfer of $950.00 +$8 fee to ***** on 10/14/2024 at 03:43:01 pm to be deposited to the receiver bank account of ******* **** ( Unibank with account number ******************. After three days the money never deposited. Then, I went back to the place where I've made the transaction (*******) and been told that the money will be deposited on 11/05/2024. Still after that date of 11/05/2024 the money never deposited. I went back to ******* again and complained. The clerk who was at the desk at that time called MoneyGram and there I was told to make a complaint with MoneyGram and they said it will take 90 days to complete their investigation. I had waited until a little more than a month when I received an email stated that the transaction process was completed I didn't have any refunds. The money never got deposited to the receiver bank account. I worked so hard for my money and I was tried to help a family member in need in *****. I don't know where to go for help and I want my money back. Please help thank you in advance
Business Response
Date: 01/08/2025
According to MoneyGrams records, on October 14, 2024, the sender completed a transfer for ****** USD intended for credit to receivers account in *****. Our records indicate the funds were delivered on the same day. To date, the funds have not been rejected nor refunded to MoneyGram, therefore we are unable to refund the transaction.

We sincerely apologize for any inconvenience that this situation may have caused.

Sincerely,
_____________________

Resolution Assurance Department
P:**************
Email: ********************************************************************

Pursuant to the Remittance Transfer Rule of Regulation E, 31 C.F.R. ***. 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.
Customer Answer
Date: 01/09/2025
I am rejecting this response because: the money was never deposited to the receiver account. If the ********************** was deposited to the receiver account after three days the receiver went to the bank the money was not deposited. I went back to the place where I've made the transaction and they said that I had to wait until November 5 . After that still the money was never deposited that's when I had made a complaint. Money gram told me it will take 90 days to complete their investigation and the earliest I can receive an answer is within 24 days. By the mean time I was waiting I had to used *** to made 2 others transactions to Haiti at the same bank account to the receiver and they were very successful.. why the money gram transaction was never received and why I had to wait until November 5th to check the money if it was deposited when it is only take 3 days for sure for the money to be received. I saved all the receipts.
Business Response
Date: 01/17/2025
The receiving bank rejected and returned the transaction, so MoneyGram issued ********* a refund of $953.00 (USD). We emailed him details on how to collect the refund.

MoneyGram apologizes for the delay and any inconvenience this situation may have caused.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/19/2024
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.
12/13/2024 at the money center to complete a MoneyGram transaction. Associate asked if I knew the person I am sending to, I said yes he asked who was it, I said my friend, he asked why am I sending, I asked if that was relevant, he said if you don't want to answer take your business elsewhere. My transaction was not completed. I went back today around 2 pm. A different associate tried to complete my transaction but there was a block on my account making it impossible for future transactions. This was malicious and I felt discriminated against. I am now unable to do any money gram transactions that I have been doing for the past 10 years
Business Response
Date: 01/02/2025
According to MoneyGrams records, the service to Mr. ****** was declined for compliance reasons.

Please note, that 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.

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.

MoneyGram agents may ask additional questions about your relationship with the recipient to confirm that you know them personally. This is a standard precaution designed to prevent potential fraud or scams. By verifying the information, we aim to protect you and your funds from being sent to individuals who may not have genuine intentions.

When legitimate transactions are disrupted, we hope that our consumers understand that these inconveniences are the result of our dedication to protecting them.

Thank you,
MoneyGram Regulatory Governance
Initial Complaint
Date:12/19/2024
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 through money-gram, serial number ********* for the amount of ******. ********************** has not delivered. We requested a replacement money order purchased on 12/12/2024 online. We paid the 3 day expedited fee of 45 dollars. Money order was not delivered, requested a replacement. I have not received my money. The total is 155 minus the 45 dollar replacement. I gave them my money upfront, I want my replacement fee back from Money-gram in order to rectify this situation. Despite my follow-up request I received notice of three different days that I did not agree to pay, I have yet to receive the funds as of December 19, 2024.This extended delay is both unreasonable and unacceptable, given that I paid the entire 45 dollars upfront for the service. The failure to deliver these funds or issue a timely replacement constitutes a breach of the terms under which I purchased the Money Order. I request that MoneyGram immediately returns the 175 to resolve this issue. The $45 replacement fee, Ill take applied despite my having no control over the delivery, is unfair and should be refunded in full.Please treat this as a formal demand for immediate action. I trust MoneyGram will take the necessary steps to restore confidence in its service by ensuring this issue is resolved promptly. Failure to do so may necessitate further actions to protect my financial interests.Thank you for your prompt attention to this matter.
Business Response
Date: 12/30/2024
MoneyGram appreciates the opportunity to review and respond to Mr. *********** concerns.

According to MoneyGrams records, a money order refund was successfully processed minus the standard processing fee of $25.00. The details for how to collect the refund was sent to Mr. ********** via email on December 23, 2024.

MoneyGram apologizes for any inconvenience this may have caused Mr. ************************ you,
MoneyGram Regulatory Governance
Customer Answer
Date: 12/30/2024
I have reviewed the business response and accept this resolution. Thank you for reaching out and taking care of this issue.

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