Consumer complaint received 2020-08-08
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Confusing or missing disclosures

Complaint:
I attempted to send a Moneygram transfer for {$100.00} to a freind with an orphanage in the nation of XXXX yesterday XX/XX/2020 which would be approximately the fifth time that I have done so in the last 3 months, sending usually {$50.00} to {$100.00}. Moneygram cancelled the last transfer based upon an alleged suspicious profile and shut down my account. I contacted their customer service line they post when stating you can not log into your account, at XXXX once the attendant comes on they can only repeat the same thing, that I could no longer utilize their on-line service that security has determined it should be closed down due to suspicious activity, yet no one is willing to tell you what that alleged activity is. When you ask to gain more clarification you are put off from doing so by the customer service reps. Most of the people manning the XXXX customer service lines sound like they are from south east XXXX, i.e. the XXXX, XXXX, or XXXX and often lack clarity both in their XXXX as well as the circumstances surrounding the account closure. 
=================================================================When asking to speak to their security department for further clarification they claim that they can not do so in order to protect the identity of their security officers, all of which does not make sense. Thus, a person is left in the dark with their name and credibility being sullied and/or defamed but with no type of due process to examine why. The money that was previously accepted before being declined I was told can take betwee 3 and 10 days to return. Hence, Moneygram appears to have two ratings, if things go in accordance with a normal transfer, then the rating is excellent 7 on their survey calls after the transaction is completed. However, if they decide to shut your account down they have no process for redress, no one can or will provide any cogent reasons for the shutdown, so the client is left empty. Hence, the rating, in my opinion at that point is 0 or 1. There is no rating 2 through 6 at  this point since there is no one else to speak to. You are a favorable client today and for reasons unknown to you you are scandalized and become, at least in your mind, a scoundrel tomorrow. You have no way to clear your name or articulate whatever the issues that brought you to be shut down. ==================================================================Their process is unfair, after the initial XXXX  customer service personnel, and the alleged supervisors within that same room, probably taking Moneygram 's customer service calls from a boiler room in XXXX, XXXX or the XXXX, there is no one at their corporate office here in the US that can be called. It is simply a sad situation that ultimately angers you due to the limited service to actually address perceived wrongs. Their common response is that they have the right to shut you down based upon unfounded allegations without having to provide a reason as to why.

Company response to consumer: Closed with explanation