Consumer complaint received 2022-11-07 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other service problem — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: FL

Complaint narrative:
Hello. My name is XXXX. Transaction time XX/XX/2022. My brother in law send me money from XXXX to XXXX by MoneyGram. We check website of MoneyGram, its show a limit up to XXXX USD and we can take a this money from XXXX. So my brother-in-law send XXXX to me. 
Me and my wife we went to neighborhood XXXX. They say they dont have so much money right now. They advise to us go to XXXX super centre. On the way there we call to MoneyGram customer service. Custemer service told us that XXXX cant refuse to give us a money. However XXXX did refuse us. When I ask to XXXX manager to call a money gram they refuse to do it. I called my self to customer service of money gram they saying something as XXXX should give us a money and if XXXX for some reason cant give money, XXXX manager should call to MoneyGram. After that I ask XXXX manager to call MoneyGram. Manager refuse to call MoneyGram and says he know all the rules and policies. How ever he denied to show me written policies and rules. My wife and I was very upset with manager and we called again to MoneyGram customer service. Customer service told us go to different XXXX. We went to third XXXX. So cashiers in money service of XXXX start working on our request but when she start to take a money from machine. She called to a manager to come over to check our request. When manager came to money service he denied to give us money and saying that system not allowed him to take money out. But cashier already have money on hands. I ask him to call MoneyGram support. He refuse to do it, so I called my self. Customer service of MoneyGram ask to talk to XXXX manager. Manager took my cellphone and on conversation with MoneyGram he refused to say his name and why he dont give a money to us. So we was very upset with him too. After that MoneyGram customer service says that they will do investigation and it will take 90 days, which is bad for us because we need this money ASAP. 
It was about XXXX XXXX  so we went to pickup our daughter from daycare, on the way there we saw on MoneyGram system shows that money status is completed so status is different. Status before was money ready for pickup. 
After that we called a police and we went to the same XXXX to claim a case for this situation. We have a case number and officer information. Officer and my family went to XXXX to talk with manager of XXXX. He gave all his information to officer. Officer cant do anything in that case so just open a case. I need that money because next week of XXXX  I have a XXXXXXXX XXXX XXXX XXXX XXXX XXXX I need pay for it. Also my wife is XXXX. 
There is some miscommunication between MoneyGram and XXXX that make us very struggle and run all day to take that money out. 
However MoneyGram open a investigation and only my brother in law can be informed about this situation. Also XXXX didnt gave us any receipt that we didnt get money. 
My brother in law went to money gram in XXXX, he is saying that in theyre system it shows money was out. And they will inform him in the end of XXXX. 
Please help us a sue MoneyGram. Thank you.

Company response to consumer: Closed with explanation