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 International

  5265 Glade Rd SE Acworth, GA 30102

• 

  MoneyGram International

  505 Pleasant Hill Rd NW Lilburn, GA 30047

• 

  Money Gram

  35404 US Highway 19 N Palm Harbor, FL 34684

• 

  MoneyGram

  2601 nw 17 th fort worth, TX 76106

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:07/04/2025

  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.

  Moneygram allowed someone from another state to set up an online account from a different state and with draw not once but twice out of my bank account. They were contacted and refused to issue a refund. They stated that the fraud was completed and they were not going to issue a refund.

  Business Response

  Date: 07/16/2025

  To protect against identity theft, MoneyGrams Terms and Conditions do not permit the use of 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. Our security system detected that the reported MoneyGram Online account indicates high risk and will stay closed permanently.
  
  MoneyGram takes customer fraud very seriously and is continually working to combat fraud and other forms of criminal abuse of its services. In doing so, it liaises with police and international law enforcement agencies daily.
  
  We also try to warn customers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming victims to 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.
  
  In addition, we hope you find the following links useful:
   
  *******************************************************
  
  If you have not already done so, please report your claim to your local authorities.
  
  Please be advised to contact your financial institution to cancel the credit card/debit card related to the account, as it was accessed by an unauthorized 3rd party.
  
  If you have any additional concerns that we have not addressed, please contact us at ********************************************************************.
  
  Kind regards,
  ******************** Department
  ______________________
  MoneyGram International

• Initial Complaint

  Date:06/21/2025

  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.

  TWO times I have lost my Processing fees due to money grams errors. May 3 their site and app were messing up on payments, even had something on their site saying there were issues, I had sent a payment and it defaulted to ******* instead of *****, I had to cancel and resend, I never got my processing fee back. Today I submitted a payment and the ONLY place the receiver could get it was ******* and they said it said there was an issue and wouldn't release it. I called and OVERSEAS agent who barely spoke english kept repeating to have him check other moneygram locations. This is ridiculous. I asked to refund it all so I could go to ************* and again was denied the processing fee. I demand both fees refunded because this was both very clearly moneygram's issues

  Business Response

  Date: 07/03/2025

  MoneyGram appreciates the opportunity to review and respond to Ms. ******* concerns.
  
  According to MoneyGrams records, the transaction sent in May was refunded in full to Ms. ******** Additionally, MoneyGram has proceeded to issue a goodwill refund for Ms. ******* fee as a one-time exception in the amount of $14.49. The reference number will be sent to Ms. ******* via ********* ******* can collect the funds at any MoneyGram location with the reference number and valid ID.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/18/2025

  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 used Wise first and they refunded me my money back to me the same day when they couldnt send the moneynot so with MoneyGram! I contacted them and did troubleshooting for 3 days, the *** said to just use the option to return my money back to my ******************** account; which I did; however it cost me 4.60 to move it over to MG and they werent able to send it so now I have to pay the fees? And I wasnt able to remove all $300 of my money, it only let me transfer back $299! Yesterday I get an email from MG indicating that thee was a problem returning my money??!! I logged on the app and it still says pending! Whats the hold up?? Return my money already and I want the 5.50 too,

  Business Response

  Date: 07/02/2025

  MoneyGram appreciates the opportunity to review and respond to ************ concerns.
  
  According to MoneyGrams records, Ms. ********* transaction for $300.00 was processed successfully and received on June 13, 2025. Ms. ******** was advised a refund was not available. Ms. ******** sent another transaction in the amount of $299.00 from the MoneyGram Wallet back to their bank account, which was also successfully processed.
  
  MoneyGrams records further indicate that MoneyGram received a chargeback from ********************** institution in the amount of $304.50, and the funds were returned to ********** resulting in a loss to MoneyGram. Due to the chargeback, MoneyGram has restricted Ms. ******** online account.
  
  At this time, there are no further refunds or funds owed to Ms. ************************* you,
  MoneyGram Regulatory Governance 

  Customer Answer

  Date: 07/02/2025

  Money gram still has my $1 in the MoneyGram account- they disabled my account and I was only allowed to remove $299 of the $300. Also they DID not reimburse my account $304.50, they reimbursed only $299! Money gram owed me the $1 remaining in the account plus the $4.50 for the transfer on the transaction they could NOT adjudicate. Conversely, Moneywise reimbursed ME IN FULL! Money gram is practicing deceptive financial transactions by doing the same for hundreds of thousands of clients. 

  Business Response

  Date: 07/11/2025

  There is no additional refund due to Ms. ********  
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/11/2025

  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.

  Moneygram looks up my account using my email address - **************************** I opened a moneygram account on April 17. I added $500 and started to add a payee. I exited the process to add a payee as I needed more info from payee. I added $7 more dollars to get the total to ****** peso equivalent. Later in day I tried to sign back in to add complete payee info and make transfer to payee. I could not sign in. Then I saw in my emails that the account had been suspended and closed. I did an online inquiry, got a case number, and received a generic email that said my money would be returned by mail by paper check within 14 days. I have called about five times in the past seven weeks, and they always say that they have escalated the case to their specialized back office and to call them back in three days for updates. I don't have time to call them every three days. They have had my $507 for 7 weeks. I request they refund my $507, preferably by direct transfer to the debit card/checking account I used to make the deposits. Thank you for any help on this.

  Business Response

  Date: 06/24/2025

  According to MoneyGrams records, Mr. ***** has raised a complaint, which has been escalated to our online settlement team for further investigation. Please allow time for additional review of the delay. Upon completion of the investigation,a response will be sent to Mr. ***** via email.
  
  Thank you,
  MoneyGram Regulatory Governance

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because a format email from Moneygram on April 17 said a paper check refunding my balance would be mailed within 14 days.  I hace called weekly or ore for the past six weeks, each time Moneygram says the same thing - that the case has been escalated, and to call back in three business days.  Each week these calls take up my time and attention.  I need a firm commitment from Moneygram on when this will be resolved.  Also, it seems I should not have to call them every three days, they should call me with an update weekly. 
  

  Business Response

  Date: 07/09/2025

  As Mr. ***** reported that the check was not received, a new check request was submitted on June 25, 2025, for $507.00. Please allow up to 14 business days for the paper check to be delivered.
  
  We hope we have addressed your concerns and sincerely apologize for any difficulties you may have encountered using our service.
  Thank you,

  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/06/2025

  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.

  Sent paperwork to get uncashed money orders replaced. The paperwork was sent to a PO box in mpls and it was sent back undeliverable. I want my money back. They owe me

  Business Response

  Date: 06/18/2025

  According
  to MoneyGram’s records, in February, we received a request from Mr. Palumbo
  requesting assistance with a refund of money orders, but we were unable to
  process the request as we needed additional information from him. In June, we
  received new money order replacement requests with all necessary details, which
  have been processed and refunded to Mr. Palumbo via new reference numbers. MoneyGram’s
  records reflect that he has successfully collected the refunds.
  
  Thank
  you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/05/2025

  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.

  Complaint Summary:I am filing a complaint against MoneyGram regarding their refusal to address a clear case of fraud involving three payments I made to a deceptive seller. Despite promptly reporting the incident and submitting full evidence, MoneyGram denied any resolution or refund.Details:Between February and April 2025, I sent a total of $650 to a seller named ******* *********, doing business as ******* ***** Collection in *****, *******. The payments were made through MoneyGram for a custom tuxedo order for my fianc, intended for use at a formal event on April 25, 2025. The transactions were:Feb 22, 2025 $300 (Ref: 26190052)Mar 12, 2025 $250 (Ref: 35210909)Apr 18, 2025 $100 (Ref: 99800259)After full payment, the seller became evasive and failed to deliver the item. I received no valid tracking information, only partial photos and vague excuses. I had to purchase an emergency replacement suit, incurring unexpected expenses.I immediately reported the fraud to MoneyGram and ************ providing:The original invoice from the seller Transaction history from MoneyGram Screenshots of my communication with the seller A detailed dispute timeline and summary of losses MoneyGram's refusal to assist contradicts their stated consumer protection policies.I also filed a parallel complaint with my financial institution and the ************************************. All parties so far have failed to hold the fraudulent seller accountable or to return my funds.This situation caused not only a financial loss of $650, but also significant emotional distress and a disrupted milestone event. I relied on MoneyGrams reputation and expected them to uphold fraud protection. Their failure to act puts future consumers at risk.Requested Resolution:A full refund of $650

  Business Response

  Date: 06/18/2025

  According to Tanadia Cormiers complaint, they stated they fell victim to fraud and were upset that their refund requests were rejected. MoneyGram has conducted a full investigation into this matter.
  
  MoneyGrams records indicate that the transactions were successfully deposited into the intended receiver's account in ******* as requested;therefore, a refund is not available.
  
  Based on our findings and after careful consideration of all the information available, a refund is not available. MoneyGram is satisfied that all necessary steps were taken to pay out the transaction to the correct receiver.
  
  Please keep in mind that transaction information should never be shared with a third party. You should ONLY send money to individuals you have personally met and trust, such as family members or close friends, and NEVER share information with a third party, as this compromises the security of the money transfer.
  
  Protecting yourself from fraud:
  
  MoneyGram is a person-to-person money transfer service aimed at persons sending money to family and friends  individuals you know and trust. If you ask MoneyGram to pay someone who turns out to have defrauded you or who fails to meet their obligations to you, MoneyGram will not be liable as a result.
  
  In our efforts to educate consumers about fraud, MoneyGram developed educational materials that contain information on common scams, tips on how to protect yourself from being scammed, and statistics.
  
  Visit **********************************************************************************************************************************.
  
  Seven Tips:
  
  1.   Never send money to someone you dont know.
  2.   Never agree to deposit a cheque from someone who says to send some of the money back.
  3.  Never send money to someone who says money transfer is the only acceptable form of payment.
  4.   Never send money to a relative in crisis without checking out the story first. Ask appropriate questions to verify the persons identity.
  5.  Know the source of where an unsolicited prize or gift offer comes from and who youre dealing with. For example, if you receive a message that says:Congratulations, its your lucky day! You just won $1,000 in a foreign lottery! be wary  especially if you knowingly didnt enter a sweepstakes or lottery.Never pay to collect sweepstakes winnings.
  6.  Research the legitimacy of an offer; if it sounds too good to be true, it often is.
  7.  Remember that sending money is like sending cash  the sender has no protection against loss.
  
  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.
  
  We also try to warn Consumers wherever possible of common fraudulent techniques and advise them of how they can minimize the risk of becoming victim to fraudsters. Please visit ****************************************************************************************************************************************************************************************** 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 ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.
  
  In addition, we hope you find the following links useful:
  
     *******************************************************
  
  If you have not already done so, please report your claim to your local authorities. We will be more than happy to assist the police in any investigation they make. We can provide all necessary transaction information to the police, if they send us legal request.
  
  This is our final response to your complaint. If you have any additional concerns that we have not addressed, please contact us at ********************************************************************. 
  
  ******************************************************** Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 

  Customer Answer

  Date: 06/18/2025

  I am rejecting this response because:   Dear ******************** Department,
  Thank you for your response. However, I strongly disagree with your conclusion and request that my complaint be re-evaluated based on the following:
  Fraudulent Inducement: While MoneyGram may confirm that the funds were deposited into an account in *******, the fact remains that I was induced to send money under false pretenses. The individual I sent the funds to misrepresented themselves and defrauded me. This qualifies as fraud, and a transaction being successfully deposited does not absolve MoneyGram from acknowledging that the transfer was obtained through deceit.
  Failure to Detect Red Flags: MoneyGram has extensive fraud detection systems and consumer protections in place. My transaction involved sending money to a foreign country for a luxury good purchase a scenario that fits multiple fraud warning profiles. It is reasonable to expect heightened scrutiny or a warning to be issued at the time of transfer.
  Ongoing Pattern of Abuse: The recipient has scammed others using similar tactics. This is not an isolated incident. If this person or account has received multiple complaints, I ask MoneyGram to investigate that activity and provide transparency about any prior fraud-related flags.
  Consumer Expectation & Responsibility: I understand your position that MoneyGram is intended for transfers between friends and family. However, this is not clearly or consistently communicated to consumers at the point of service. There was no prominent warning that would have caused me to stop or rethink the transaction.
  I am formally requesting the following:
  A re-evaluation of my case based on misrepresentation and fraud.
  Confirmation that the recipient's account has been flagged or investigated.
  Documentation or a record that shows what warnings (if any) were presented to me at the time of the transaction.
  
  I expect this case to be treated with the seriousness it deserves and request a follow-up within 10 business days.

  Business Response

  Date: 06/26/2025

  As the funds have been paid, no refund is available. To proceed with sending a transaction, fraud warnings must be reviewed and agreed to before completing each transaction. By acknowledging and accepting the fraud warnings and terms and conditions of completing the transfer, it was acknowledged that MoneyGram is not liable for any deceptive actions of the receiver or if the receiver fails to meet the senders obligations.
  
  MoneyGram apologizes for any inconvenience that this may cause. While we note that this is not Ms. ******** desired outcome, we can offer no other resolution and consider this matter closed.
  
  Thank you,
  MoneyGram Regulatory Governance

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair 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 did a instant money transfer on June 2 and they still have not delivered the money or has put my money back to my account

  Business Response

  Date: 06/17/2025

  According to Ms. ******** complaint, she indicated that the transaction was not delivered to her receivers account.
  
  After completing an investigation, MoneyGram has determined that an error has not occurred as defined under the Remittance Rule.
  
  MoneyGrams records indicate the transfer was deposited to the bank account number entered at the time of sending the transfer on June 4, 2025, therefore a refund is not possible. 
  
  Please note that if you are using MoneyGrams service to direct your transfer to a bank account or another similar account, you will be asked to verify that the receivers information, including the receivers email address, bank account number, financial institution identifier, and other bank or account details, are accurate before sending the funds.
  
  MoneyGram is not responsible for losses resulting from incorrect bank account numbers,financial institution identifiers, email addresses, or other necessary account information.
  
  For any questions or concerns, Ms. ******* can email MoneyGram at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  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: 06/17/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising 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 April 12, I received a fraud alert from my bank, **************************, about a transaction of $561.99 for a service called MoneyGram. MoneyGram also charged a fee of $69.99 for the fraudulent transaction. Despite my prompt reply to indicate the transaction as fraud, the money was taken out of my bank account. That same day I received emails from MoneyGram indicating that an account had been made under my name using my stolen information, that the transaction is processing, and that the transaction had been picked up in cash in person in ******. The funds were picked up by someone using my father's name. My father does not reside in ****** nor was he in that state at the time of this incident. I did not create the MoneyGram account and have never had an account with them before. I called MoneyGram requesting they cancel the order and restitute the funds, they refused both requests. I also requested the following information: how the fraudulent account in my name was opened and what alleged identifying information was used to verify my identity, the location where the transferred funds were picked up, what identification was used by the person picking up the money, whether MoneyGram has a copy of that identification and/or other possible identifying information about this person (such as a camera recording of the transaction), and about the case number or existence of a case number for this incident and complaint. MoneyGram refused to provide any information.

  Business Response

  Date: 06/16/2025

  To
  protect against identity theft, MoneyGram’s Terms and Conditions do not permit the use
  of another consumer’s 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. Our security system detected that the reported MoneyGram Online
  account indicates high risk and will permanently stay closed.
  
  MoneyGram
  takes customer 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.
  
  We
  also try to warn customers wherever possible of common fraudulent techniques
  and advise them of how they can minimize the risk of becoming victims to
  fraudsters. Please visit www.moneygram-preventfraud.com 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, we’ve launched www.moneygram-preventfraud.com,
  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.
  
  In
  addition, we hope you find the following links useful:
  
  http://www.aarp.org/money/scams-fraud/
  
  If
  you have not already done so, please report your claim to your local
  authorities.
  
  Please
  be advised, to contact your financial institution to cancel the credit card/debit
  card related to the account as it was accessed by an unauthorized 3rd party.
  
  If
  you have any additional concerns which we have not addressed, please contact us
  at [email protected].
  
  Kind
  regards,
  Resolution
  Assurance Department
  ______________________
  MoneyGram
  International

• Initial Complaint

  Date:06/02/2025

  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.

  On 2.11.2025, I downloaded the MoneyGramApp to pay for a purchase, instead of sending money to merchant the $200.00 plus fee $3.00 was uploaded to "wallet" on MoneyGram App. The MoneyGram app read as I am the sender and receiver. I made several calls to MoneyGram to stop the transaction, explaining over and over that was a mistake, the option was to transfer money, in store pickup, use my own funds in a local store, transfer money. I called, ****** alerting customer service this was fraud, requesting a refund, stop to payment while a live agent was on the call, I was redirected to call MoneyGram to solve.I visited MoneyGram location CVS was stopped I was unable to pick up money. The message in store stated money was picked up. April *******, the live agent MoneyGram falsely stated the Money GramApp to be trusted just like a bank , directed me to debit my own account for a second time, resulting in another false fraud transaction. I attempted to send my own money as the **** stated instead . Another attempt was to ask for money to be reversed Money Gram now has a total of 203.00 second debit was of $********* Bank

  Customer Answer

  Date: 06/04/2025

  From: sina shilleh <[email protected]>
  Sent: Tuesday, June 3, 2025 11:12 AM
  To: Complaints <[email protected]>
  Subject: Sina Shilleh: MoneyGram App
  
   
  
  
  Good morning,
  
   
  
  I am contacting you regarding the Money Gram App, since February 11,2025 through April 28, 2025 two incidents of fraudulent transactions due to calling in for a solution through customer service. On my behalf, TD Bank filled an investigation for both claims, both were reversed. TD Bank representatives put in a claim on my behalf. In person, TD Bank Manager, Mr. Matthew Scala Store Supervisor NMLS ID #1799928 and I downloaded app for wallet but response from MoneyGram App representative named Virginia stated my app was closed because I asked for investigation. 
  
   
  
  I attempted to resolve the problem with Money Gram App in person with TD BANK MANAGER such as refund of my money that was explained to me uploaded to “Money Gram App Wallet” no solution, send to my account, that credited a second payment debit, this is fraud and stolen money I earned. The Money Gram app also forced me to say my date of birth and social security number ensuring I will receive refund. 
  
   
  
  During the reported incidents, TD Bank Representatives and TD Bank Manager overheard the conversations as representatives did not refund or resolve the issue. The Money Gram App is stealing my money. Kindly, intervene immediately. 
  
   
  
  As of yesterday Money Gram App Emailed me a message stating they were able to provide me with solution that is false. 
  
   
  
  I’m encouraging you to investigate these charges immediately with a refund. 
  
   
  
  I will upload the details in screenshots. Below appears to be I’m Sina Shilleh as the sender and Receiver, how to access my own money I’m
  
  Unable to do so. Kindly help with this transaction fraudulent transaction for Money Gram App representative stealing money from their customers Debit Card accounts. 

  Business Response

  Date: 06/16/2025

  According
  to MoneyGram’s records, on February 11, 2025, Ms. Shilleh completed a transfer for
  200.00 (USD) plus a 3.00 (USD) fee. Our records indicate the transfer was
  delivered to the receiver’s account on February 11, 2025. Ms. Shilleh filed a
  dispute with her financial institution resulting in a chargeback of the
  transaction on May 2, 2025, resulting in a loss to MoneyGram, therefore no
  refund is available. Ms. Shilleh will need to contact her financial institution
  for additional assistance.
  
  On
  April 28, 2025, Ms. Shilleh completed a second transfer for 200.00 (USD) plus a
  2.99 (USD) fee intended for credit to the account of her receiver. Our records
  indicate the funds were delivered on April 28, 2025. Ms. Shilleh filed a
  dispute with her financial institution resulting in a chargeback of the transaction
  on May 8, 2025, resulting in a loss to MoneyGram, therefore no refund is
  available. Ms. Shilleh will need to contact her financial institution for
  additional assistance.
  
  Thank
  you,
  MoneyGram
  Regulatory Governance

• Initial Complaint

  Date:05/29/2025

  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.

  05-28-2025 ***** Promised to transfer the money to the bank account receiver WITHIN MINUTES -FALSE ADVERTISEMENT: AFTER YOU POST THE MONEY ,THEY TELL YOU ,IT COULD TAKE UP TO 4 BUSINESS DAYS.!!!!!- IT HAS BEEN MORE THAN 24 HOURS,AND THE MONEY HAS NOT BEEN TRANSFERED YET!!I HAVE GOT SCREEN SHOTS,ADVERTISING TRANSFER S WITHIN MINUTES TO ANY BANK

  Business Response

  Date: 06/11/2025

  According to the complaint, Mr. **** stated that the transaction was not credited to his receivers account.
  
  After completing an investigation, MoneyGram has determined that an error as defined under the Remittance Rule may have occurred.
  
  MoneyGrams records indicate that the transfer was rejected and returned by the receiving partner on June 4, 2025. The funds were credited back to the payment method used to send the transfer. The standard refund timeframe can be three to ten business days.
  
  Customer feedback is vital to the success of our operation, and we appreciate you sharing your experience. Thank you for giving us the opportunity to address your concerns. 
  
  If you have any questions or concerns, please do not hesitate to email us at *******************************************
  
  Sincerely,
  Resolution Assurance Department
  ________________________________
  MoneyGram
  Email: ******************************************************************** 
  Phone:************** 
  
  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.