Consumer complaint received 2018-02-08
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:
On Monday, XX/XX/XXXX, I entered XXXX XXXX XXXX ( hereafter " XXXX  XXXX '' ) on XXXX XXXX XXXX, XXXX XXXX, CA to send money to XXXX. I chose this XXXX   because it was closer to my workplace, and therefore, allowed me to send the money during my lunch break. The XXXX clerk who helped me on this day was XXXX. I wanted to send {$2600.00} to XXXX XXXX XXXX ( hereafter " Recipient '' ) in XXXX. I attempted to pay with a debit card, but it was declined ( most likely because the transaction exceeded the daily card limit ). I asked if I could cancel the transaction. XXXX said the transaction was " stuck '' in the system, and that I could just go to the nearby XXXX XXXX XXXX XXXX to get the debit card matter resolved, and that once I return, I could come speak to her directly without waiting in line again. 
I drove to the nearby XXXX XXXX XXXX XXXX on XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, CA, and withdrew {$2600.00} in cash. I decided to pay in cash because I thought it better to keep the debit card limit low for my protection in case I lose the card. I returned to XXXX  XXXX, tendered the cash, and received a receipt for the transaction. The receipt was time stamped at XXXX XXXX. The receipt had a reference number which was XXXX ( hereafter " Initial XXXXending Reference Number '' ). See attached copy of the receipt. 
On XX/XX/2018, Recipient made contact stating that the bank clerk had informed her that she failed to locate the money with the Initial Sending Reference Number, and that there was no history of any such transaction whatsoever. Alarmed, I drove to a XXXX near my house to speak with a clerk. I drove to XXXX XXXX XXXX on XXXX XXXX XXXX, XXXX XXXX, CA ( hereafter " XXXX XXXX '' ). I arrived at XXXX XXXX at around XXXX XXXX  on XX/XX/2018. 
I waited in line and was assisted by XXXX ( he was a customer service manager and wore a yellow vest ). I provided the Initial Sending Reference Number. XXXX informed me that the transaction was " not in send status '' and that he had never seen that before. He called Moneygram. I could not hear what the Moneygram agent said, because he was on the phone with XXXX and not me. I then inquired if I could get my money back. XXXX asked the Moneygram agent, and I heard XXXX saying " so we can't do a refund here? '' XXXX hung up the phone, and told me to call XXXX to speak to Moneygram directly. 
I called Moneygram. I spoke with a Moneygram agent who identified himself as " XXXX. '' He would not give me a last name. I explained the situation to XXXX, and he said the money was already received. I said this is not so, and vented my frustration at the matter and stated that XXXX said that the money was not in " send status. '' I expressed my frustration, and demanded my money back. XXXX stated that he would refund my money, and that all I needed to do to receive my refund was to go to the XXXX  where I had sent the money and present a valid I.D . I told him that I was at XXXX  XXXX, and asked if he could send the money there. He said he could not, and reiterated that I needed to go to the XXXX where I sent the money. I asked him for a confirmation number that I was given a refund. He did not give it to me. He simply told me to go to the XXXX where I had originally sent the money to get my refund. 
I left XXXX XXXX at around XXXX, and drove to XXXX XXXX. I arrived at the " XXXX XXXX '' at XXXX XXXX at XXXX. There was a couple in the line, and XXXX clerk XXXX was assisting them. XXXX stated that the XXXX XXXX closes at XXXX, and that the couple were her last customers. I told her that I had a serious issue, and pleaded for her assistance. She agreed to see what she could do, although, she warned that I can not get a refund tonight, because the XXXX XXXX was closed. I gave her the Initial Sending Reference Number. She said the money was " not in send status '' and she asked if I was given another reference number for the refund. I said no. I called Moneygram again. 
I spoke with Moneygram agent " XXXX '' on the phone. I asked him about my refund, and he asked if I was given a refund reference number. I said no. He said he had a refund reference number for me, which was XXXX ( hereafter " Refund Reference Number '' ). I kept him on the line when I gave XXXX the refund reference number. She stated that the system indicated that the refund was " already tendered. '' Alarmed, I immediately questioned XXXX about why the system would say the refund was " already tendered. '' It is impossible that someone received the refund within the span of 30 minutes that it took me to drive from XXXX XXXX to XXXX XXXX. XXXX stated that I should not worry, that " tendered doesn't mean someone has been given the money '' and that I should just return to the store in the morning, speak with a XXXX clerk, and provide them with the refund reference number. XXXX kindly stated that she would be working tomorrow at around XXXX, and that she will help me when I come, and that I did not need to wait in line. 
Beset with worry, I could not wait until noon to check on the status of my refund. I returned to XXXX XXXX the next day, XX/XX/2018 at around XXXX. XXXX clerk XXXX assisted me. I explained my problem, and she called Moneygram. I overheard her speaking with the Moneygram agent, and heard her say " the money could not be refunded '' and that I " should go back to the store where I made the initial refund request. '' Hearing this, I stated that I had gone to XXXX XXXX yesterday, but that XXXX told me to go to the store where I had originally sent the money, which was XXXX XXXX. XXXX asked the Moneygram agent if I should go back to the store on XXXX XXXX. She did not get an answer. XXXX tried to assist me by asking the Moneygram agent what she should tell me. She was placed on old. Worried that I would not get my money, I called Moneygram myself right then and there. 
I spoke with Moneygram agent " XXXX. '' I explained all the facts. He stated that Moneygram needed to open an investigation, and gave me an investigation reference number which was XXXX ( hereafter " Investigation Reference Number '' ). He told me that the investigation could take up to 90 days. I told him that I need my money now. I have my receipt and I never received any refund and I did not understand why I could not get my money back. I asked XXXX how the system could say the money was tendered when I never received the money. XXXX told me that it could happen due to a system issue at the XXXX  store. XXXX told me check tomorrow on the status of my refund. I asked XXXX if I needed to return to XXXX. He told me to call Moneygram at XXXX the next day to check on my refund. I also asked XXXX for a last name, but he refused citing company policy. Upset, I requested an address so that I would know where to serve Moneygram with a legal complaint. XXXX gave me the address of Moneygram headquarters which was XXXX XXXX XXXX XXXX, XXXX Fl., XXXX XXXX Texas . 
Overhearing me speak with XXXX, XXXX clerk XXXX who was sitting next to XXXX commented that she remembered me, and that she remembered that I had sent quite a bit of money and that it was " a mess. '' Ultimately, I gave up when I realized that I could not get my money. XXXX stated that there was nothing she could do, and that she was sorry for the ordeal. She gave me the direct line to XXXX XXXX. 
Beset with anxiety, I could not wait until the next day to check on the status of my refund. I called Moneygram at around XXXX on XX/XX/2018. The agent told me the case was under investigation. I expressed my frustration, stated that I would call again tomorrow, and disconnected. 
At or around XXXX on XX/XX/2018, Recipient stated that she went back to the bank in XXXX to inquire about the issue, and that the bank clerk told her the money was already refunded. The Recipient asked why the bank told her that there was no transaction or that they could not even locate a transaction with the Initial Sending Reference Number yesterday, but today, they can locate it and it was already refunded. She was given no answer. Recipient is willing to request and provide any and all documentation and information from the bank and testify that she never received the money. 
I could not sleep well that evening of XX/XX/2018. I woke up constantly in the middle of the night. At around XXXX, XX/XX/2018, I called Moneygram again pleading with them to issue my refund. I stated that I could not wait 90 days to get my money. The agent stated that the 90 days was merely the regulatory requirement. I assume he meant to indicate that the refund could be issued before then. I stated that Moneygram as forced me into the position of seeking legal help, reporting them to Consumer Financial Protection Bureau ( at which point the agent asked me what that was ), and other extreme measures such as demonstrating on the Capitol steps. The Moneygram agent stated that I can do that if I want, and stated that their current position is that " you ( meaning me ) received the refund. '' I took exception to that statement, and reiterated that I did not " want to '' elevate the issue, and that I did not receive the refund, to which, the agent stated that " you doesn't mean you. '' Realizing the futility of any further entreatments, I reiterated my position that Moneygram has forced me to elevate the issue. 
On XX/XX/2018, I could not sleep, and called Moneygram at or around XXXX asking for my money. It was a complete waste of time. 
On XX/XX/2018, at around XXXX, I returned to XXXX  XXXX to get the names of the XXXX clerks who previously assisted me so that I can provide a full account of what happened to me. I spoke with XXXX at the XXXX XXXX desk, and XXXX was also there. As I was speaking with them, XXXX walked init appears she just showed up for work. I explained my issue, and XXXX said she would call the manager. I took notes while all of this is happening. Manager XXXX showed up. XXXX explained to her my issue, and remarked that another gentleman had the same issue. This other gentleman tried to send money overseas in preparation for his wedding. The money was not received, and according to XXXX, he would be leaving to fly overseas in a few days. This gentleman, according to XXXX, also tried to send more than {$2000.00} dollars. XXXX lamented that these issues have started happening " all of a sudden lately, '' that this was a Moneygram issue and that it's probably better for XXXX just to close Moneygram. 
XXXX left to do something, and XXXX walked over the counter to call Moneygram. As I waited in line, another customer who was being served by XXXX was trying to send money. XXXX commented the customer needs to wait a moment, because sending money requires a manager to be present, and that this was " a new policy. '' At one point, I heard XXXX, who was on the phone with the XXXX agent say " So are you saying the young lady ( referring to the Recipient ) can go get the money? '' which got my hopes up, and then a few moments later, I heard her say to the Moneygram agent " So you want him to go back to the other XXXX? '' to which I felt very confused, and asked if they meant XXXX  XXXX. She could not get a confirmation, and she hung up on the Moneygram agent because " they were giving me the run around. '' To which I agreed, and she suggested that I call the " XXXX  XXXX '' to alert him to my issue. She gave me the number which was XXXX. 
I left XXXX  XXXX at around XXXX, and drove back to work. I stopped by a place to get food before heading back to work. I felt extremely upset, confused, and entirely helpless. I called Moneygram. The agent who answered transferred me to another agent, whom I assumed to be a supervisor, who explained that they need 90 BUSINESS days to conduct the investigation, and that the investigator will call me once he or she has concluded her investigation, and he urged me to check back periodically. 
Moneygram agents have caused me nothing but confusion. First, they said the money was already picked up, it was not already picked up. The XXXX bank told the Recipient that they could not locate the money using the Initial Sending Reference Number. Then when I requested a refund, they told me I could pick up the money by going to XXXX  XXXX and showing a photo ID. I showed up, and they tell me the money was already refunded. Now they want 90 BUSINESS days to do an investigation. I also feel XXXX business practices ought to be investigated as well to prevent this from happening to others. Please, I implore the Consumer Financial Protection Bureau to find out what is happening here. 

Respectfully, Enc : Copy of receipts

Company response to consumer: Closed with monetary relief