Consumer complaint received 2020-05-07
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Hi, I submitted an online transfer Of {$150.00} + XXXX service charge from XXXX, using my debit card as payment method and direct deposit to Bank account in XXXX through MoneyGram mobile app dated XX/XX/2020 at XXXX. Money was taken from my bank account right away. As per terms, it was promised within minutes transfer. I received email in my junk folder that money has been sent. 
This transaction doesnt show up in history neither in mobile app or on website. 
After 6 hours passed, I contacted live chat of money gram to inquire about the status. 
They suggested me to call MoneyGram helpline. I dialed their helpline number and had to wait over 40 minutes to connect. Finally, call got connected and upon inquiry, i was told that money transfer is stopped because we need DOB of receiver to verify his identity. I provided DOB to the representative, he also asked contact number of receiver and told me that we will call the receiver during business hours and will release the funds. 
Today, whole day passed, they never called. I requested receiver to call MoneyGram himself. MG helpline number in receivers country is out of service. 

At XXXX XXXX on XX/XX/2020. I submitted a formal complaint to MoneyGram via their website, case # XXXX. I received confirmation that complaint has been registered but i didnt hear anything from them yet. I called their helpline again at XXXX XXXX. Waited for over 20 minutes, i finally gave up and registered call back request. As per wait time, i was supposed to receive a call in next 15 minutes. No call came through from agent. I did receive a computerized call for feedback. Its ironic. 

I had an emergency some 2 years ago. I transferred over {$6000.00} which they held for long time with no reason. Upon doing some research online, i learnt thats their common practice to hold peoples money To either never give out or hold for longer period of time. 

My question for moneygram is, Why they didnt communicate to me if there was any problem in verification of receiver? If I hadnt confirmed myself. They were going to take my money with no explanation. Why cant i see this transaction in my history if MG had already taken money out of my bank account? Why its taking forever to process this transaction? If you promised to call the receiver, why you never made a call?

MoneyGrams ill intentions are clearly visible here. Its their common practice to con people.

Read below reviews. XXXX XXXX XXXX  There are many more if you google it yourself.

I submitted my passport and drivers license to moneygram to  verify my account 4 years ago. When they held my money couple of years ago, they made a lame excuse of verification. I sent all the information over again the 2nd time. Nothing was changed at my end. I will definitely be speaking to my lawyer to discuss option of filing lawsuit against them for the damages. Anyone, who wants to join me in lawsuit. I will setup an online presence. 
@ CFPB, i think you should also look into MoneyGram fraudulent practices. I will be happy to share more information if you need.

Company response to consumer: Closed with explanation