Consumer complaint received 2025-11-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: VA

Complaint narrative:
On XX/XX/year> at around XXXX XXXX, I received multiple MoneyGram notifications stating, Your money is on the way to [ name I did not recognize ]. I had not initiated any transfers and immediately suspected my account had been compromised. When I attempted to log in, my password no longer worked, indicating unauthorized access. 

I reset my password ( and received the password-reset email ), and once inside my account, I found nearly nine transactions of $ XXXX each sent to an unknown recipient. I also noticed that the XXXX  information on my profile had been changed to a phone number and email address I did not recognize. I received no notification from MoneyGram that my phone number, email, or profile information had been changed. 

When I called MoneyGram to report the fraudulent activity, the agent placed me on hold and then disabled my account, stating MoneyGram determined my account to be suspicious. I explained that I was the one who called them to report the fraud, yet they refused to explain how they concluded my account was suspicious. 

I asked the agentand later a supervisorhow my XXXX information, phone number, and email could be changed without any security or breach notification being sent to me, and I asked for this information in writing. Both the agent and supervisor refused. The supervisor stated that all information related to account changes and their investigation is internal only and would require a subpoena under the Federal Privacy Act. 

I clarified that I was not requesting internal fraud-model information or proprietary investigation documents. I specifically requested only my own account information, including : When my password was changed When my phone number and email were changed How my profile was modified Whether those changes were authenticated MoneyGram still refused and stated a subpoena is required.

MoneyGrams refusal to provide information about unauthorized access, account changes, and their investigation raises serious concerns about security, breach-notification failures, and their compliance with consumer-protection standards. I am unable to understand what happened to my account or whether my personal information is secure. 

Additional detail : Even after I reset my password, MoneyGram locked me out of my account again, and I am unable to verify whether my banking information, card details, or personal information have been removed from the compromised profile. This suggests that the unauthorized party may still have access to my account while I do not, and the company has provided no explanation or support to secure my personal or financial information.

Attached are screenshots showing multiple unauthorized MoneyGram transfers, declined attempts, and receipts for transactions I did not initiate. These occurred while my account was hacked, and I was later locked out. These screenshots show the fraudulent transactions and the unauthorized changes to my account information.

Company response to consumer: Closed with explanation