Consumer complaint received 2017-12-04
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Lost or stolen money order

Complaint:
OnXX/XX/XXXX at XXXX XXXX I purchased a MoneyGram money order for {$670.00}. This was for my rental payment which is due that same day. I made the purchase at XXXXt XXXX store # XXXX, located at XXXX XXXX XXXX XXXX GA XXXX. Sometime during my continued shopping and leaving the store, I lost it. I then immediately returned to the store at approximately XXXX XXXX and spoke with a store manager, in an effort to have the lost money order voided, and replaced with a new one. 
After obtaining a copy of my debit card receipt, I then asked the store manager to replace my ( XXXX ) money order under MoneyGram 's replacement policy. I was then told by her, that I could not receive a replacement of my money order from them, and that I needed to call MoneyGram to address the replacement issue. I then called MoneyGram while still at the store, at XXXX and chose option # 4 " for help with something else ''. Under this option, I then chose option # XXXX to request replacement on a money order that was lost, stolen, or damaged. 

Under this option I was again informed that I was " untitled to request a replacement ''. However, as the recording continued, I was then deprived of the option to have the money order replaced, through fraudulent audio instructions, which deliberately switched the " request to replace money order process '', over to a " request for refund of money order process '', through which that attempted to exploit me for more money. 

I spoke to customer service about this attempt to exploit my situation through this clear change in the replacement processing instructions, but they refused to address these acts of fraudulent misrepresentation, which I recorded in their entirety. 
At the time MoneyGram made these " money order replacement '' representations that day, they clearly knew that they were false and untrue, and that they were being made with the intent that I, and other consumers would rely upon them. As a direct result, I as a consumer being unaware that MoneyGram 's  representations were false or untrue, did reasonably rely and act on their representations. 
As a result, I currently stand to suffer the following losses due to my reliance upon their false or untrue replacement representations : 1, Theft of {$670.00} by potential criminals, seeking to fraudulently cash the lost money order, due to MoneyGrams refusal to immediately provide an in store replacement. 
1. Late fees of XXXX dollars afterXX/XX/XXXX, for late rental payment due to non-replacement of {$670.00} money order purchased onXX/XX/XXXX. 
2. Eviction proceedings for delinquent nonpayment of rent, due to non-replacement of {$670.00} money order purchased on XX/XX/XXXX. 

I am therefore requesting the immediate return of my {$670.00}, back into my account, so as to avoid the unnecessary losses which I stand to currently incur. If this matter goes beyondXX/XX/XXXX. I am requesting all late fees and penalty costs as well. 

Sincerely, XXXX XXXX CC : Consumer Financial Protection Bureau

Company response to consumer: Closed with explanation