Consumer complaint received 2022-10-16
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
This is a complaint about MoneyGram with a sprinkle of shame towards XXXX XXXX : On XX/XX/2022, I received a call from a fraud specialist at my bank, XXXX. They stated that there was suspicious activity on my account. While I was on the phone with the fraud specialist I received an email from MoneyGram thanking me for setting up an account with them. I have never used MoneyGram in my life and never had any plans to use MoneyGram in the future. I realized the person I was on the phone with was a scammer who was impersonating a fraud specialist from XXXX. In less than five minuets the scammer had access to all my bank account information and personal information, he made a {$2500.00} MoneyGram ( after all the fees it totaled {$2600.00} ), and the MoneyGram was received/picked-up by the scammer. The scammer created a MoneyGram account in my name, my email, my social security number, home address and drivers license ( which he used the picture to by pass two-factor authentication that used Face ID or a similar form ). I called MoneyGram to report the fraudulent account, have it closed, and get my money back. The MoneyGram agent told me that if I closed this account I will never be able to open another MoneyGram account with my information. I told them that was exactly what I wanted, and they closed it. The MoneyGram agent then told me that they could not refund me since the money was already received. I explained to them that this transaction happened in less than five minuets and it would have never been possible to stop it before it was picked up given the amount of time it took. MoneyGram apologized but said I would have to file a report with XXXX to receive a refund and that they will not open an investigation. So I started the whole investigation with XXXX that took months, closed that account and opened a new one with XXXX. At first XXXX was very helpful and supportive. I gave them all the information they needed, over 28 pages worth of documentation! XXXX initially refunded me, but after the investigation was over, XXXX took the money back. I went to my local XXXX branch to have the reasoning explained. It is my understanding that they legally have to give you all the information on the investigation once it is completed and they never did, they just withdrew the money from my account in silence. Once I was at my local branch XXXX fraud team transfered the XXXX banker and I back and forth for over two hours until we finally got an answer. XXXX  fraud team deemed the transaction as my fault for negligence with the scammer, even after I explained that this scammer was impersonating a XXXX fraud representative and was able to send me emails using a XXXX  email and letter head. XXXX also told me that even if they deemed it as my not my fault they still would have taken the money back because MoneyGram refused to refund XXXX XXXX  and that I will need to start an investigation with MoneyGram. I explained that reaching out the MoneyGram was my first step and they refused to open an investigation but they did not care and said there is nothing else they can do for me. Which has led me back to square one, MoneyGram refusing to refund me because the transaction was complete. I hastily closed my bank account with XXXX. I originally opened that account when I was teenager and it was a different bank, that bank got bought out by XXXXXXXX XXXX  XXXX which was then dissolved into XXXX. Over 12 years with that bank account, closed due to scammers, re-opened another account with XXXX because of loyalty only to walk away due to lack of support and respect. I was did more research and I noticed that there was active scammers going for XXXX and XXXX XXXX XXXX XXXX  customers. XXXX XXXX XXXX XXXX  made a statement to it's customers warning them, XXXX stayed completely silent until months later. I also noticed the many lawsuits MoneyGram has had against them for cases exactly like mine. Unfortunately, the most recent case I could find only covers people within the years XXXX, this happened to me this year, XXXX. I'm at a complete loss on what to do. As a college student, {$2600.00} is a lot of money, and was about 90 % of my savings.

Company response to consumer: Closed with explanation