Consumer complaint received 2020-06-06
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX, I requested a money transfer from MoneyGram to my sister 's checking account in XXXX. The reference number provided is XXXX. The amount sent in dollars was XXXX USD and the amount to be received by my sister in XXXX  pesos was {$110000.00} CLP. There were no fees associated with this transaction and the expected date the funds would be available at the destination was XX/XX/XXXX ( or sooner ), as per the email received on that day. 

I do online money transfers to family members all the time via XXXX, XXXX, etc., and have never had an issue with either the date nor the amount to be transfered with any other company. This was clearly my first and last time using MoneyGram. 

The receiver did not have any transfers in her account, matching the date nor the amount agreed upon at the time of requesting the transfer, so I contacted MoneyGram to find out what was going on. 

The first time I chatted with a service representative, was on XX/XX/XXXX, his name was XXXX XXXX, and he didn't seem to understand much, but when I threatened with going to authorities and disputing the charge, he said he would escalate the issue, so it could be investigated further. I was not given a case number and was told to check back in 2-4 business days for a resolution. 

On XX/XX/XXXX, the third business day, I chatted with XXXX XXXX, whom said checked the case and there was no resolution yet. She advised that more complex cases could take up to 30 days as it required additional information and contacting the receiving side. I asked if MoneyGram could contact me when a resolution was available, but I was told that wasn't possible and that I needed to continue checking daily. 

On XX/XX/XXXX, I chatted with XXXX XXXX, who as soon as he connected to the chat and before I even told him what I was calling about, said he didn't have access to the cases. He wanted me to explain the whole thing again and give him account details over the chat, which is one of the first warnings of their own website ( never provide account details ). He claimed the funds were received on XX/XX/XXXX, at XXXX CDT, while one of the other representatives said it was XX/XX/XXXX, and the email said it was XX/XX/XXXX or sooner. 

The receiver does not have any deposits in her account in the amount of XXXX CLP on any of the dates the claim the funds were available. The receiver contacted her bank on XX/XX/XXXX and they said she had no transactions that appeared to be from MoneyGram nor any transactions that matched the amount to be deposited. 

All I have asked from MoneyGram is to confirm the exact date the transfer was made, the exact amount of it in XXXX  pesos, and the name, bank, and account number it was sent to, because the way I see it, if the date nor the amount match, the transfer was not made. I told them that if they had transferred a different amount, I needed to know so we could look for transactions matching that amount on the receiver side. They insisted the amount was correct, XXXX XXXX  pesos, so clearly something was wrong. 

My last attempt to contact the company was on XX/XX/XXXX, when I filed a second complaint with MoneyGram online, since I had been unsuccessful at getting any updates from the representatives via the company 's chat. I was given a case number ( XXXX ), and received an automated email response saying the company would contact me shortly regarding the case. Today is XX/XX/XXXX, and I still have not heard from anyone at MoneyGram. 

I have waited such a long time and wasted so much of my time waiting for a response, and still nothing. This company is not serious at all and I wouldn't be surprised if they either didn't send the money, they sent it to someone else, or maybe they sent a lower amount than the one agreed upon and that is why we have been unable to find the actual transaction/date. Unfortunately, they are not giving any confirmation of any kind and I am left with no other choice but to file a complaint. 

If they can not provide me with the information I am requesting, then I want them to refund me the money. This is just ridiculous.

Company response to consumer: Closed with monetary relief