Consumer complaint received 2021-11-28
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
My claim was an Unauthorized Transaction taken part of XXXX XXXX XXXX or XXXX XXXX XXXX After receiving help and the fraud/customer care agency from money gram, someone had taken my identity and used my credentials to verify an account under my name and card to make a transaction on the money gram service. To my extent this was a very frustrating moment for me because I had to first contact XXXX to resolve the case under my Identity to fix and not only remove the transactions under my name but to form a recase settlement of documentation for my new Identity form. Also, this was very time consuming for me because this takes a process to renew from XXXX side. Then I contacted Bank XXXX XXXX to reopen this claim because money gram had suspected an XXXX alert that I had personally signed up for money gram to make this transaction. I had to then XXXX XXXX XXXX XXXX XXXX about this case, and they had received additional information about personal use of using money gram which they did not detect my personal usage of money gram at all. My claim was closed because of this. XXXX XXXX could not help me with this XXXX of the customer service reps told me very rudely, I had to call back Bank XXXX XXXX about my claim to reopen it. XXXX of the customer service representatives Opened another XXXX claim under the old claim that I had faxed the supporting documents to back up my claim on the claim he closed. This was such an Intruding and a horrible process for me and at this point I was fed up with some of the XXXX XXXX XXXXXXXX representatives to help me. XXXX XXXXXXXX XXXX XXXX XXXX was supposed to call me about my claim being reopened, which they had not. I then had to now XXXX Bank XXXX XXXX claim services again and XXXX of the customer service representatives filed a complaint because she also agreed that the first representative, I talked to, closed the claim and opened a new claim which he was NOT supposed to do. Also, on top of that XXXX XXXXXXXX XXXX mobile app did not even alert me for this fraud/unauthorized transaction that was made when my alerts for anything and everything are always on. Another problem was a representative gave me the wrong fax number which was incorrect and took days to fax it in to now I have to RE-FAX the supporting documents to my claim. After fighting for this claim I now want to proceed with opening this claim which was supposed to be given to me stated by a representative if I sent in the fax documents to reopen my claim so I receive the temporary credit/ money that was fraudulently stolen from me, or this will be an ongoing case with civil action if not taken into place. Also XXXX of the representatives said that my temporary credit/money that was fraudulently stolen from me would be in my account in XXXX business days, well a week pass by and it is not in the account. XXXX of the representatives said this to me. This is such a ongoing case with so many complaints from representatives waisting my time not even providing me with anything also some were rude. The reason why I can not get my claim reopened stated by XXXX of the representatives, she stated '' we believe your case is invalid and we also believe that this was a " authorized '' transaction from my end. My frustration was at its peak. I even provided documents from money gram and XXXX stated with specific proof that someone did in fact steal my card and identity and XXXX XXXXXXXX XXXX decides to keep closing my claim so i do not receive my money back. The claim services from XXXX  XXXX XXXX was XX/XX/XXXX and it is the worst with representatives filing complaints after complaints when nothing is being done. Also today XX/XX/XXXX I check the status under the claim and it has not even been open yet!!!!!!! all of this time waisted .... for nothing... I would please want help documenting to XXXX  XXXX XXXX so they can once and for all open my claim and give me the money that was stolen from me. This case has been going on since XXXX the XXXX. The amount was {$1400.00} and money gram and XXXX XXXXXXXX XXXX would not do anything to fix any of the problems.

Company response to consumer: Closed with explanation