Consumer complaint received 2022-10-25
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Unexpected or other fees

Complaint:
The information provided outlines the following. Due to the website, MoneyGram 's first order of business shows the acknowledgement of all the details due to the request to replace the Money Order as stated in number ( 1 ). As a result, a replacement amount was received on XXXX XXXX, of XXXX in an unsatisfactory amount not mentioned on their website, as well as an applied XXXX XXXX. Due to this, a call was made XXXX XXXX and XXXX of XXXX to discuss the matter, it was not resolved. As a reminder, a written letter outlining the details concerning this matter are stated in the letter in number ( 2 ). It includes the details of the reiterated request as seen in number ( 1 ), replacement, email sent, case resolved, letter of final review, amount of Money Order, Purchased Date, Replacement Date and Processing Fee. Therefore, in response to the letter, MoneyGram showed their lack of concerns due to an email stated in Number ( 3 ) that bear no truth to appreciating the opportunity to address questions or concerns of the customer. Instead, instruction details seen in number ( 3 ) were given to go to their website for a refund/replacement, something that's already been done. 
Case number, name and serial number associated with the Money Order is not included as stated. 
When and if this information is required, please contact me. 

( XXXX ) XX/XX/XXXX Replacement Request Submitted XX/XX/XXXX Replacement Review Started XX/XX/XXXX Replacement Request is complete XX/XX/XXXX Email sent : Your case has been resolved. 
XX/XX/XXXX Dear XXXX, Currently, your item remains uncashed. After final review, providing the money remains uncashed, a refund check will be sent to the address provided in your case. Please allow 2 weeks for standard mail delivery. After the 2-week period, if you have not received this item or any other notice, please reply to this email including your case number. 

Sincerely, XXXX XXXX This is an authorized email from MoneyGram. 
ref : XXXX : XXXX Serial Number : __________________ The Amount : XXXX USD Purchased Date : XX/XX/XXXX Replacement Amount : XXXX USD Delivery State : Florida XXXX Fee : XXXX USD Delivery Fee : XXXX USD ( 2 ) To Whom It May Concern : I am writing this letter to bring to your attention how unsatisfied I am with your company 's order of business. On XX/XX/XXXX, I went on the website to input information pertaining to a Money Order Replacement as indicated in the necessary fields. Below is the information stated on the website for the replacement status which also states the completion of the replacement as dated alone with a final review written in the letter below. 
As a result of the case being " resolved, and a final review '' on XX/XX/XXXX as stated in the information below, and the letter provided by the website, the uncashed Money Order refund amount would be {$110.00}. With this being said, the reflected amount of the Money Order received on XX/XX/XXXX was for {$18.00} instead of the {$110.00}. However, during my review of the invoice sheet, I noticed that a XXXX XXXX of {$91.00} has been applied the " day after '' the final review was made concerning the refund. More so, there's nothing on the website to reflect as to the reason why the XXXX XXXX was applied when the case was already resolved on XX/XX/XXXX sent by email at XXXXXXXX XXXX. Therefore, I deem this matter to be unprofessional as it is not an oversite, it was done deliberately. 
Please correct this matter a.s.a.p. in order to resolve this situation to bring it to a closure. I look forward to hearing from someone soon. 

Replacement Request Submitted : XX/XX/XXXX Replacement Review Started : XX/XX/XXXX Replacement Request is completed : XX/XX/XXXX Email sent : Your case has been resolved. XX/XX/XXXX Dear XXXX, Currently your item remains uncashed. After final review, providing the money remains uncashed, a refund check will be sent to the address provided in your case. Please allow 2 weeks for standard mail delivery. After the 2-week period, if you have not received this item or any other notice, please reply to this email including your case number. 

Sincerely, XXXX XXXX This is an authorized email from MoneyGram. 
ref : XXXX : XXXX Serial Number : __________________ Amount : {$120.00} Purchased Date : XX/XX/XXXX Replacement Amount : {$110.00} Processing Fee : {$18.00} USD ( XXXX ) Dear Customer, Thank you for contacting MoneyGram. We appreciate the opportunity to address any questions or concerns you may have. 
Please be informed that a refund/replacement can be requested online. Please kindly go to our website at www.moneygram.com. Once there, please scroll to the bottom of the page. On the left under the " support '' headline you will find a link called " XXXX XXXX ''. Please click on this link. Next scroll roughly to the middle of the page and follow the instructions you will see after you click on the box titled " Money Orders ''. 
Should you have additional questions please call XXXX. 

The operating hours are : Monday - Friday : XXXXXXXX XXXX - XXXXXXXX XXXX  CT Saturday - Sunday : closed Sincerely, XXXX XXXX XXXX XXXXXXXX MoneyGram International XXXX : XXXX : ref

Company response to consumer: Closed with explanation