Consumer complaint received 2021-03-12
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Synopsis : Sent date : XX/XX/XXXX and XXXX CST Amount sent from XXXX XXXX XXXX : Face value {$1000.00} USD and service fee {$5.00} Status : Has not received as of XXXX XX/XX/XXXX Receiver bank, XXXX , XXXX, XXXX : XXXX XX/XX/XXXX, XXXX has never received the amount of {$1000.00} for the receiver account Method of payment : XXXX account deposit I used XXXX account deposit service ( via MoneyGram.com ) to provide a direct deposit of {$1000.00} USD from the United States to XXXX to my beneficiary, receiver, on XX/XX/XXXX at XXXX CST -- via beneficiarys account and swift code number. As of today, my beneficiary still has not received a direct deposit of {$1000.00} USD. Weeks and months went by my beneficiary still has not received the funds. I called XXXX and they open a new case, XXXX. It took XXXX almost 90 days, to respond back on XX/XX/XXXX. XXXX stated the agent confirmed the money was paid, and they closed the case. XXXX respond was so vague, that they did not provide who, what, when, why, where, and how. My beneficiary was not able trace which bank in her city she should go to in order to claim {$1000.00} USD associates with the reference no XXXX. 

Ref : CFBP : XXXX XXXX case : XXXX Regarding to your statement : " Our records show that the transaction was deposited on XX/XX/XXXX, therefore we are unable to issue a refund. '' Your record is having a computer glitch or coding error, but my beneficiary and her banker 's record indicates {$1000.00} has never deposit to the receiver account ( see the attached supported documentations for details ). 

XXXX, could you please stop being vague? Could you please provide a supported evidence to support your facts? You stated that it was successfully deposit {$1000.00}, my receiver and her banker 's statement show no record of it. Why are you deceiving to the innocent people? Please see my receivers record, the attached supported documentations, for details. 

Please stop XXXX my hard earn money. Please give me back the money if you can't provide a point of contact of the bank that received the money. Right now, my beneficiary said her bank has never receive the money. 


Theory : XXXXXXXX should look into the medium, or a bank that routes money between XXXX and XXXX, and figure out which bank received the money that has not forward to XXXX. 

XXXX CEO : Please take a look into this case and take it seriously and resolve this matter ASAP. Thank you. 

PSA : XXXX is conducting an unfair practice and gross negligence. XXXX took the innocent consumer money and provided a fault record that a transaction was successfully on their end. But our end records do not show that {$1000.00} ( see the attached supported documentation ). How do you explain that? You have caused us so many down times during this COVID19. Why are you doing this? Why are you so greedy? Stop XXXX my money please -- I'm begging you to return this hard money back to my original debit card payment.

Company response to consumer: Closed with monetary relief