Consumer complaint received 2018-10-05
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I signed up with MoneyGram to transfer some funds to XXXX on XX/XX/XXXX. 
I intended on transferring {$800.00}. I was limited to {$500.00} by MoneyGram, so I only sent {$500.00} on XX/XX/XXXX. 
When I saw that the transfer had gone through, on the morning of XX/XX/XXXX I transferred the additional {$300.00}. 

Using their online services, I clicked on the " send '' to same person more money. 

The recipients were not able to get the 2nd transfer. 

I chatted online with MoneyGram ( XXXX XXXX XXXX XXXX XXXX ), and called their Customer Service ( XXXX in XXXX ) on XX/XX/XXXX. 
I was told that my account had been cancelled, that the Security System had rejected me, and that I have been prohibited from using their services. They said the transaction in question would be cancelled and my money would be refunded. They also informed me that I must use another service to send money. 

I asked why denied from using service? Why was I rejected by the Security System ; on what grounds? They were unable to answer any of my questions, nor were they willing to connect me with anyone who could. 

I also discovered a change on the 2nd transaction. MoneyGram changed the recipient 's name on the 2nd transaction. The original was for XXXX XXXX XXXX. The 2nd was changed to XXXX XXXX ( last name all capitol letters )? 

Why hold my money for 3 weeks ( 3-10 business days ; they've sabotaged it so my account has been deleted, and the name was changed so that the money can't be withdrawn by anyone )? 

I waited until XX/XX/XXXX and my funds still had not been returned. I spoke with a rep named XXXX and was told that an email had been sent by the Escalation Dept. and that my refund was still in progress. He hung up on me, so I called back and spoke with a rep named XXXX. He said that it would take XXXX business day to refund monies returned to my account from XX/XX/XXXX [ 10 business days from 9/19 takes me to Oct. 2 to get my money returned to me ]. 

I waited until XXXX and I still had not received my money. 

I think MoneyGram has done something criminal by changing the name of the recipient and not returning my money. 
The receiver " XXXX XXXX XXXX '' was changed on the 2nd transfer to XXXX XXXX ( last name all capitol letters ) without my consent, apparently to prevent the transaction from taking place. 

I am appalled at being denied, prohibited from using their money transfer services for no reason. I've been implicated, incriminated, under suspicion reputation stained, rejected from using their services. I've been treated like a criminal for no apparent reason. And yet MoneyGram has deceitfully, egregiously amended a Global Fund Transfer transaction that I initiated, changing the name of the recipient that prohibited the transaction from taking place. Isn't that illegal? 

On XXXX I chatted online with a XXXX XXXX She couldn't provide me with any further information. She asked me to check my bank account to see if the refund had shown up in my account. No funds transferred XXXX at XXXX. She told could not help me and told me to contact Customer Service. 

Vicious cycle going nowhere ...

Company response to consumer: Closed with explanation