Consumer complaint received 2022-08-13
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
I used the MoneyGram app on XX/XX/2022 to send {$150.00} home delivery service to XXXX XXXX the XXXX XXXX. Transfer # XXXX I regularly send transfers in the same manner to the same person and occasionally to other relatives. This time however, the money was not delivered at all. The app however stated ( and it still does ) that the transfer was successfully received by the intended person, hence I didnt think anything was wrong. 
On XX/XX/2022 I spoke to the recipient, I casually asked her if she has d received the transfer, and she told me that she hadnt. I immediately contacted MoneyGraXXXX via the chat function on the App. I spent about XXXX minutes chatting back and forth with a customer service agent. She asked me to wait several times because she was investigating the transaction. By the way, I have screen shots of the entire exchange. 
In the end, the customer service rep.told me that she was going to open a case for me because there was an issue with the recipients financial institution and they couldnt pay the transfer. 
I asked what the problem was and was not given any specific reason. I asked her If there was an error of some type on the personal information i entered, and asked her to help me correct it if that was the case. I was told that they couldnt make corrections to transfers that were already sent. 
Then I asked her to cancel the transaction and refund the money to the account I sent it from so that I could do the transaction over. 
I was told that they couldnt do that either. 
That I had to wait 90 days for the case to be solved and I would hear back from them then. 
I said absolutely not! That I had no guarantees anyone would call me or reach out in 90 days. That the app says the transaction was paid so basically I just lost my {$150.00} plus the fee. 
I argued my case as much as I could and in the end all I got was a link to a complaint form. 
I reluctantly completed it and havent received any response. Not even received an automatic reply. 
This same thing happened to me last year with a different transfer to a different relative. At that time I believed that maybe the relative was lying to me but I realize now that MoneyGram was the one lying. The 90 days in that case came and went and I never received a call, an email, or a response or any kind. They simply stole the money. 
How many people does MoneyGram do this to?

Its outrageous to me that such a huge company can not issue a refund if there is some sort of issue with a transaction. How can they get away with simply keeping transfers from their customers? With not replying to complaints? I have been using their services for years. My records are there. I am hard working, law abiding citizen yet I have no voice. 
I hope you can do something in my case and in the case of other people like me who have no resources or tools to fight this type of abuse! 
Thanks in advance for your assistance.

Company response to consumer: Closed with monetary relief