Consumer complaint received 2019-12-10
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: OK
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
Transaction date XX/XX/2019My brother ( The Sender ) sent me an amount through MoneyGram from XXXX XXXX to United State, and Im ( The Receiver ) Receive Method : Cash Pickup, I went to Walmart Supercenter at ( Money Center services ) to pickup the money, the Walmart employee at money center asked me to provide her 1- The reference number, 2- Identification ( passport ) 3- Enclosed envelope shown my address I followed her instructions and provided her all of what she been asking me to process my transaction then later on, she refused to confirm my identification ( passport ) which is she doesnt consider my passport as an Identification. 

So, she asked me to provide her a secondary identification, i told her like what? She told me US passport, US government ID, Social Security ID, US driver license, etc .... I told her I dont have secondary ID such as what she mentioned because I am an international Student, I could give you my student visa, she refused to take my student visa which is from US government. So I couldnt pickup the money, so I told her can I speak with your supervisor, so someone came I dont know if her supervisor or just like her an another employee ( second employee ) so the second employee was talking to the first employee about whats going on? She asking her with staring eyes, are they need secondary ID to process it? 

So, the second employee told me we are sorry we can not give the money, I told them, Thank you, and then I left. I went to an another branch of MoneyGram at  CVS pharmacy to pickup the money. 

The employee at there was helping me to process the transaction, but they have an issue with transaction, which is an errors at their system, so they can not process it, they advised me to contact MoneyGram, and they showed me where the phone at for the MoneyGram so I picked up the MoneyGram phone service at CVS pharmacy and I been waiting for like like more than 15 minutes to talk to just talk to MoneyGram agency, then the agency speak with me, he asked me about reference number, and my name, my address, all my information on my passport such issuing city of my passport and the valid date of my passport, expiration date of my passport, my passport number ID, my birth date, he took all my information in my passport. And then, he took my Sevis ID number related with my XXXX document, he took my student ID number, and my student visa, and I been wondering why he took all these information? I told to the CVS pharmacy employees I think they are not MoneyGram they are scammers!!!! They scamming, or fraud on me! I was shocked how is an official agency at MoneyGram asking me about all these information, and taking all my identity! What I know they need reference number, and ID, thats it! So, then MoneyGram gave me a new reference number. I been at CVS pharmacy four hours just like Im wasting time, even the CVS employee was mad at MoneyGram agencies about their behavior how they serve us with bad service I havent seen in my life like this! I talked to my brother I told him about the story about whats going on! So My brother visited in person, and communicate by the phone with XXXX XXXX XXXX Quick pay service which is a service branch is MoneyGram service in XXXX XXXX. So they said well communicate with money gram by email but no response from them. So I have documentation such as : bank statement, and conversation between me and MoneyGram agency. 

MoneyGram telling me let the sender speak to us, so I told to the send to talk to MoneyGram ( my brother ) while my brother talking to them regarding about the issues, the MoneyGram told to my brother let the receiver talk to us! And we been in this issue like a month now! The MoneyGram screwed up everything! We can not refunding the money back! I have an open case with police department I am writing my complaint that Im struggling and need help, and support to get my money back, and prevent the scam and fraud! I been victim and Im about to sue the MoneyGram company, and refund my money back as soon as possible! MoneyGram claiming that I received the money but I havent received anything! Which is surprising and shocking me about their information which is false information, and inappropriate processes. 

Thank you so much, My best regards.

Company response to consumer: Closed with explanation