Consumer complaint received 2017-12-28
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On Monday, XXXX/XXXX/XXXX, my MoneyGram account was closed under the " terms & conditions. I immediately contacted the service representative line. The representative had no information to share about the account closure. 

On Tuesday, XXXX/XXXX/XXXX, I called the service representative line, because in reviewing my banking transactions, MoneyGram had placed a hold on my bank funds for the original transaction amount. This was quite concerning since the transaction was denied, and I was informed my account was closed. I was informed by each representative that MoneyGram chooses not to do business with me, and there is no recourse or process for an account review to potentially have the account reopened. I asked to speak to a supervisor, and I was transferred two times. The first transfer I was told to a supervisor, then the second was to an escalation department. 
Each service representative that I spoke to lacked any sense of empathy for me as a client. I was left to feel like I should go somewhere else for my money transfer needs. I refuse to believe the MoneyGram senior executives would want a loyal and paying customer to get off the telephone with MoneyGram employees and feel like I should start doing business with the MoneyGram competitors. I am completed surprised that a {$710.00} USD XXXX dollar company does n't have a process to address a client 's questions or concerns about an account. 

After doing business with MoneyGram for 2 years, no one or company processes seem concerned about whether or not the money transfer was important or not important to me. Each person repeated from the script, which I understand is core training for the representative. However, for MoneyGram to have business practices such as this is very disturbing to me. 

I informed the last service representative that I would like to file a complaint. She told me to go to the website to do so. There was no willingness to assist me further. When I asked the service representative to allow me time to check my e-mail to see if I could find information about the latest transaction. She told me that she could n't wait longer than 1 minute. She told me there was nothing she could do to provide me information about my 2 years of transactions, including the final transaction. I asked her for her name, which is XXXX, ID # XXXX. This is another example of the business practices that when implemented by your employees, I am sure do not result in what your company would want as a client experience. 

Finally, although MoneyGram chose not to do business with me, the MoneyGram contacted my bank, which placed a hold on the funds ( {$630.00} USD ) that I had set-up for the transfer. I was told that it would take up to 72 hours for the hold to reverse itself. This is another example of a poorly executed business practice, where I was dropped as a client, but I am required to wait up to 72 hours for the bank reversal. This leaves me with no access to my personal funds so that I can execute a money transfer with a MoneyGram competitor. This is not a merely an inconvenience, but a real impact of my ability to support my personal needs. 

My recent experience after, several years of brand loyalty with MoneyGram. has really caused me great concern about the company and how you treat your clients and maybe even your employees. 

My primary request for MoneyGram is to provide me with a reason for why my account was closed. 

On Wednesday, XXXX/XXXX/XXXX, I received a " form letter '' from MoneyGram apologizing for the inconvenience and inform me to use another money transfer company. The company would not be involved further with me in this matter. The decision is final. 

MoneyGram 's response is deeply disturbing to me as a consumer.

Company response to consumer: Closed with explanation