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MoneyGram International is not BBB Accredited.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered MoneyGram International's rating include:
- Government action(s) against business.
Factors that raised MoneyGram International's rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 272 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||4|
|Billing / Collection Issues||10|
|Guarantee / Warranty Issues||2|
|Problems with Product / Service||238|
|Total Closed Complaints||272|
Consumers who have an issue should attempt to contact customer service at 1-800-542-3590.BBB file opened: 01/01/1943Business started: 06/12/1940
Contact InformationPrincipal: Bonnie Leigh (Sr. Legal Specialist Litigation) Pravina Chohan (Money Order Research Department) Bonnie Leigh (Senior Legal Specialist, Litigation) Philip Milne (President/CEO) Bill Monahan (CSR) Joanne Sogge (Supervisor Money Order Research)
Money Orders & Transfers
Products & Services
Travelers Express provides money orders to companies to issue and provides processing services to banks and other companies. The BBB has received customer complaints which primarily involve unsatisfactory service resulting from delays with the company in processing lost money order claims, non-refundable fee for photocopy tracers and lengthy file claim waiting periods. The company has made some changes to their customer service system, which consist of: No waiting period before a customer can file a claim. Refunds will be made approximately 30 days after the receipt of the claim. In addition, the company has installed a toll free number (1-800-542-3590) to address questions such as if the money order has been cashed or cleared. A non-refundable $8 fee is required for each item. This covers tracing, photocopies and refunds. A photocopy will be provided if the money order has been cashed. A refund will be issued if the money order has not been cashed, provided the claim card is properly filled out and signed by the purchaser. Allow 30 to 45 days for processing. A stop payment is not placed on the original a refund is made.
Alternate Business NamesTravelersExpress MoneyGram
Industry TipsCounterfeit Postal Money Orders Can Scam Consumers and Businesses
The Check in the Mail Could Be a Scam
If you choose to do business with MoneyGram International, please let them know that you contacted BBB for a Business Review.
Industry Comparison ChartX
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Minnesota and North Dakota. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*MoneyGram International is in this range.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
Additional Phone Numbers
- (952) 591-3400
- (800) 542-3590
- (800) 328-5678
- (800) 542-3590
Additional Fax Numbers
- (612) 591-3114
- (952) 591-3238
BBB Complaint Process
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 10 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
Industry Tips for Money Orders & TransfersCounterfeit Postal Money Orders Can Scam Consumers and Businesses
The Check in the Mail Could Be a Scam
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
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According to information provided today (Friday, November 9, 2012) by the Department of Justice MoneyGram International Inc. has agreed to forfeit $100 million and enter into a deferred prosecution agreement (DPA) with the Justice Department in which the company admits to criminally aiding and abetting wire fraud and failing to maintain an effective anti-money laundering program.
According to court documents, MoneyGram was involved in mass marketing and consumer fraud phishing schemes, perpetrated by corrupt MoneyGram agents and others, that defrauded tens of thousands of victims in the United States.
MoneyGram also failed to maintain an effective anti-money laundering program in violation of the Bank Secrecy Act. The Justice Department will return the forfeited funds to the victims of the fraud scheme through its Victim Asset Recovery Program.
As part of the DPA, MoneyGram has agreed to enhanced compliance obligations and structural changes to prevent a repeat of the charged conduct, including:
Creation of an independent compliance and ethics committee of the board of directors with direct oversight of the chief compliance officer and the compliance program;
Adoption of a worldwide anti-fraud and anti-money laundering standard to ensure all MoneyGram agents throughout the world will, at a minimum, be required to adhere to U.S. anti-fraud and anti-money laundering standards;
Adoption of a bonus system which rates all executives on success in meeting compliance obligations, with failure making the executive ineligible for any bonus for that year; and
Adoption of enhanced due diligence for agents deemed to be high risk or operating in a high-risk area.
To oversee implementation and maintenance of these enhanced compliance obligations and evaluate the overall effectiveness of its anti-fraud and anti-money laundering programs, MoneyGram has agreed to retain an independent corporate monitor who will report regularly to the Justice Department. Under the DPA, the department will recommend the dismissal of the criminal information in five years, provided MoneyGram fully abides by the DPA's terms.
The Fraud Scheme According to court documents, starting in 2004 and continuing until 2009, MoneyGram violated U.S. law by processing thousands of transactions for MoneyGram agents known to be involved in an international scheme to defraud members of the U.S. public. MoneyGram profited from the scheme by collecting fees and other revenues on the fraudulent transactions.
The scams - which generally targeted the elderly and other vulnerable groups - included posing as victims' relatives in urgent need of money and falsely promising victims large cash prizes, various high-ticket items for sale over the Internet at deeply discounted prices or employment opportunities as "secret shoppers." In each case, the perpetrators required the victims to send them funds through MoneyGram's money transfer system.
Information regarding victim compensation through the Victim Asset Recovery Program (VARP) will be posted on the Department of Justice's victim website at http://www.justice.gov/criminal/vns/caseup/. Persons who believe they were victims of the fraud scheme should visit that site for instructions on how to request compensation.