Consumer complaint received 2023-11-22
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XXXX XXXX I initiated a repeat money transfer with MoneyGram for the amount of {$3000.00}, from my XXXX XXXX XXXX to my XXXX XXXX XXXXXXXX ( exact same transfer, recurring, same data as prior transfers that have completed on time ). They promise XXXX business day transfer. On XXXX XXXX they initiated transfer. As of XXXX XXXX, it has not been completed and shows processing as the pending action. I contacted MoneyGram and they will not give me any information to confirm the transaction with my receiving bank. They blatantly refuse to show documentation of the process, such as time, date, bank confirming receipt, etc They also said, on a recorded line, that it can take from XXXX days to resolve and get my funds back. I can not go to my receiving bank without any information that an incoming transaction was initiated without corroborating information that it was sent. I dont know what to do. I cant wait for these funds to sit in limbo for a long time, as it is part of our living budget. 

Your response to complaint made by my husband ( XXXX XXXX ) and, mutual account : XX/XX/2023 CFPB Case Number XXXX MoneyGram Number XXXX Dear XXXX XXXX XXXX MoneyGram has completed the review of your case submitted to the Consumer Financial Protection Bureaus online portal on XX/XX/2023. In the CFPBs Complaint Portal, you indicated that a transaction had not been received. After review, it appears that your name is not listed on the transaction in question. For security reasons, we may only discuss transaction details with the sender. Please have the sender contact us in order for us to continue with the investigation. If you have any questions, you may contact us directly by e-mailing us at XXXX or calling us at XXXX. To assist us in addressing your inquiries efficiently and promptly, please reference case number XXXX in any future correspondence. Sincerely, MoneyGram International Resolution Assurance Department Email response from MoneyGram email XXXX XXXX : Resolution of Case XXXX : MoneyGram has completed the review of your case which relates to a potential error or problem with your money transfer transaction reference number XXXX. In your communication with MoneyGram, you indicated that the following occurred : - your funds were not deposited to receiver 's account. 
After completing our investigation, we have determined that an error as defined under the Remittance Rule has not occurred.

Based on the evidence presented in this investigation, we understood that the transaction was rejected due to receiver 's bank restrictions. 
As such, you are entitled to a refund in the amount of {$3000.00} My Email response to MoneyGram XXXX XX/XX/2023 : Your conclusion is erroneous and does not reflect the truth. My bank NEVER received the funds. My bank confirmed that on those dates there were no TRANSACTIONS of that amount or to the receiver ( I am both the sender and the receiver ). MoneyGram DID NOT want to provide data confirming the transaction took place as stipulated in Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33, therefore I could share with my receiving bank. MoneyGram took advantage of my {$3000.00} for 14 days. This is FRAUD. I will resubmit another complaint with the CFPB if I am not given this information pursuant to Remittance Transfer Rule of Regulation E, 31 C.F.R. sec. 1005.33 ( d ).. I will also send in a written complaint to the XXXX and FDIC. MoneyGram is committing fraud and has not made any intent to prove otherwise. And I might up my complaint and file any other legal action because this is not the first time, but the XXXX time from the multiple repeat sends to the same receiver that have failed. Pure fraud from Moneygram.

Company response to consumer: Closed with explanation