Consumer complaint received 03-07-2016 about Other financial service (Money order) with PLS GROUP, INC (TX).
Issue: Lost or stolen money order

Complaint: I purchased a money order for a total of {$1700.00}, {$1000.00} was a payment received from XXXX XXXX and the {$700.00} was given to the cashier to buy the money order. I have my receipts that the cashier provided me along with my license but I do not have the money order. I do not know if the cashier gave it to me because I do not remember seeing it. I am a banker and a teller supervisor for the early part of my 20 year career and It would have been second nature for me to check the money order for accuracy. I left the store went to XXXX XXXX and went home. I realized after lunch i did not have the money order, I called the store and they stated they gave it to me and they can not place a stop payment on the money order for 30 days. My husband and I went to XXXX XXXX and checked the house again with no luck. We went back to the store to request the cashier to review the paperwork she stapled together and please check the copier. She would not check the paperwork and would only repeatedly tell me she gave it to me. I can not say that she did not but I know I can say I do not remember seeing the bright green money order. I have all receipts from everywhere I went that day and the only missing item is the money order. I requested the manager and she stated when she had time they would review the video. I left my contact information and requested a call once they reviewed that day. I did not hear back so I went back to store and the manager stated she would view the video, after 15 minutes the manager said the cashier slid the Money order to me. I requested a still picture showing the money order and she would not provide nor would she allow me to view the video. I requested a stop payment and she stated that because it is not filled out it would be 90 days before they will do anything. I asked why they would not stop payment and she did not answer, I would have never requested a money order if I would have known it would be treated just like losing cash. I have checked the website and everything in the store and can not find anywhere that it warns customers about the risk a money order is if lost. The only information I have found is the fact that money orders are free unless you want the remitter and payee to be filled out for you- the fee is XXXX which I would have gladly paid a quarter for this to be done for me. I requested them to check to see if it had cashed and she stated it has not. I asked what would happen if someone tried to cash it at one of their locations, she stated it would be cashed. I asked if there is anything they can do to prevent this from happening and she stated she would send and email out. I have my receipts for the transactions so I was trying to find out who pays the money orders ( XXXX-XXXX ) etc..I did not get an answer. I have filed an online report with the police dept. they will only request the video if they conduct a full investigation into a theft of finances, I can not say this is theft until it is cashed. The only way they store stated I can view the video is if I call the police up there. The only way they will come view the video is if there is a theft. I just want a stop on the money order and to find out what the actual time is to do a stop and reissue. I reported this within hours of realizing it was missing and now it is out there waiting for someone to cash it. I would also like to see the video of the document being handed to me by the cashier- I remember the receipt but not the money order.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation