Consumer complaint received 2015-07-27
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: CA
Product: Other financial service
Sub-product: Money order
Issue: Excessive fees

Complaint:
On XXXX XXXX, 2015 I purchased a Moneygram money order in the amount of {$250.00} [ Check No. XXXX ] for {$.00}. 

The Payee was not paid for failure to render Service ; therefore I ( " Purchaser '' ) requested the funds be refunded back to Purchaser. 

On XXXX XXXX, 2015 I purchased XXXX Moneygrams money orders in the amount of {$200.00} [ Check No. ( s ) [ XXXX and XXXX ] for {$1.00}. 

The Payee was not paid for failure to render Service : therefore Purchaser requested the funds be refunded back to Purchaser. 

On XXXX XXXX, 2015 Purchaser complete and filed a request for return of funds by mailing the " Claim-card '' as suggested on XXXX phone instructions and prompts. 

On XXXX XXXX, 2015 Moneygram returned Purchasers " Claim-card '' request for failure to sign signature card. On XXXX XXXX, 2015 XXXX signed XXXX claim-cards and re-mailed to Moneygram on the same day. 

On XXXX XXXX, 2015 Moneygram mailed a Money Order No. XXXX in the amount of {$230.00} for the purchased money order [ Check No. XXXX ] for {$250.00} ; Moneygram profited a Fee of {$15.00}. 

On XXXX XXXX, 2015 Purchaser attempted to cash the check at Wal-Mart, and was charged an additional undisclosed fee of {$3.00} for returning money from [ Check No. XXXX ]. Total fees {$19.00}. 

On XXXX XXXX, 2015 Purchaser has made several attempts to call Moneygram, making inquiry to XXXX unaccounted for money-orders. Purchaser spoke with a rep- who identified herself a " XXXX '' approx. XXXX XXXX PCT. Upon further inquiry, XXXX XXXX disconnected the phone. 

Purchaser returned call back to Moneygram at XXXX XXXX PCT, whereas she spoke with a rep- who identified himself as " XXXX ''. Purchaser requested to speak with a Manager ; however, XXXX proceed to ask multiple unrelated questions which were intrusive and evasive to the issue of missing money-orders. XXXX then place Purchaser on hold for XXXX minutes before disconnecting the line. 

Purchaser returned a third call at XXXX XXXX whereas a rep- identified herself as " XXXX '' who explained that, " Fees are charged for processing paper refunds with XXXX XXXX XXXX . '' Rep- stated, " Did you read your contract, where we charge to process your refund? " Purchaser has XXXX issues ; for XXXX Check Processing1. I paid for the paper Money-Order [ FEE XXXX XXXX cents ] 2. I must pay for a [ XXXX FEE {$15.00} ] to receive refund? 
3. I must pay a [ THIRD FEE ] to cash the Cashiers Check? 

MAJOR ISSUE1. Moneygram / XXXX have FAILED to return moneyRep ( s ) have made FALSE CLAIMS that my address was not in system. 

IMPOSSIBLE! First Check was mailed to P.O. Box which was provided in writing as RETURN MAIL ADDRESS. 

After reviewing the Online Complaints with this Company, there is an ongoing issue with the Accounting and Employees. " XXXX '' was arrogantly confident to tell Consumer/Purchaser, " Do what you have to do ... we only process the paper. " GREAT CUSTOMER SERVICE. I 'm out {$400.00} USD! REALLY?

Company response to consumer: Closed with explanation