Consumer complaint received 2022-08-27
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Created a new account with moneygram for online and application access and the deactivated profile saying my identity not verified by their servers but I should send money using their physical locations so that they can charge higher commissions. 

XXXX XXXX XXXX : Hi XXXX XXXX, my name is XXXX XXXX. How may I help you? 

Chats may be monitored and recorded, and your personal information may be processed in a country other than your own. 

For your privacy and security, please do not provide your full Social Security Number, Bank Account Number or Credit Card Number. 
Me : why is my new account suspended XXXX please reactivate XXXX XXXX XXXX : I am so sorry for that, I am from the money order paper check department. To give you further assistance with your inquiry. I will need to escalate you to another Chat representative from the MoneyGram online department. Please, allow me a moment. 
Please wait while we transfer your chat to the next available agent. 
XXXX XXXX is your new agent for the chat  session. 
XXXX XXXX : XXXX XXXX XXXX, my name is XXXX. How may I help you? 

Chats may be monitored and recorded, and your personal information may be processed in a country other than your own. 

For your privacy and security, please do not provide your Bank Account Number or Credit Card Number. 
Me : why is my new account suspended XXXX please reactivate XXXX XXXX  : I'm sorry to know about it, I'll be glad to verify the details for you. 
Me : sure XXXX XXXX : Thank you. I'll need to gather some information from your account to verify your identity. May I please have your date of birth? 
Me : XX/XX/1971 XXXX XXXX : Thank you. I am reviewing this information now. Could you please allow me one moment? 
Me : ok XXXX XXXX : Thank you for waiting. I've reviewed your account. Unfortunately, MoneyGram security system is not comfortable or unable to verify your identity online, so your online profile has been closed. I do understand how important it is for you to use the platform and I am sorry because of the news I am providing right now, as soon as the security team made the decision is not possible for you to complete the transaction online, however, we invite you to use one of our store locations where payments are only accepted in cash. If you allow me I can find a location nearby. 
Me : I can provide my passort or id to verify Me : for online transactions XXXX A : I really wish I could assist you with your request however please take into consideration that we have many rules and regulations that we need to follow. 
Me : I am US Citizen XXXXXXXX XXXX : Our service continues to be available for you from the store locations only. 
Me : but why? 
Me : I am copying us consumer agency XXXXXXXX XXXX  : I understand that you would like to have more information about the decision that was made and I apologize for the inconvenience, however, to protect the integrity of our security, we are unable to provide specific details regarding the information you are asking for.

Company response to consumer: Closed with explanation