Consumer complaint received 2025-08-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: NC

Complaint narrative:
This complaint is in conjunction with pending complaint against XXXX XXXX XXXX The facts and information included in the complaint filed against XXXX  XXXX and matters of withholding access to my funds is in direct relation to this and transactions that have been impacted due to continued issues from XXXX  XXXX and current status of MoneyGram denying access to my account and transmission of Pending transactions that were originally approved and debited from my XXXX  XXXX checking account. 

Following filing of complaint against XXXX  XXXX for withholding access and release of my funds and denying access to my debit card and all available accounts funds as they had extensively been communicated to in regards to a vehicle purchase that I was in the process of making and not only raising my debit card daily spending limit to allow transactions to properly process and be covered, but awareness of the exact companies and means that I would be using to purchase the vehicle and transfer money to the individual that I am purchasing the used car from. These have been documented extensively in XXXX XXXX account records repeatedly. 

Within XXXX hour of transmitting my complaint to you for XXXX XXXX XXXX and a facts that was sent with a demand for them to allow me access to my funds and the urgency and continue need of purchasing the used vehicle that they were aware of I strangely was allowed immediate access to my debit card and all transactions began processing that up to that point all denied and they advised me repeatedly that they could do nothing about. Well aware that they had the ability and control over debit card transactions and any security measures that are occurring they repeatedly denied having any holes or any control over the impact of denied transactions that prompted me to contact them in regards to yet everything began working after filing the complaint and processing. 

As they were advised I proceeded to MoneyGram online and made XXXX separate wire transfer payments using my debit card to be deposited to the account at XXXX XXXX  to the individual I was purchasing vehicle from. These were each in the amount of XXXX and transmission of those were between XXXX PM and XXXX PM on XX/XX/year>. MoneyGram sent me confirmation And reference number for all three transactions. These further were debited and reflected in the XXXX  XXXX account as pending withdraw and received by XXXX XXXX XXXX  and approved. I contacted MoneyGram as I made an error and the spelling of the last name which was accidentally corrected by my Auto spelling on my device and wanted them to be aware that I spelt the last name wrong however the account information was all correct. I was advised by representative that this would not impact the transmission of the wire payment And also provided that it had been fully transacted and was pending acceptance by the receivers bank at XXXX XXXX. They advised me they properly receive the funds through my debit account at XXXX  XXXX and processed it properly through their system and received by XXXX XXXX  for XXXX. I was further advised specifically that XXXX XXXX  would be releasing these funds by the end of the day and that the receiver would have those funds in their account as was further provided to meet upon submitting and finalizing the transmission of the wire. because they provided these details to me I proceeded with the transactions as it was urgent for me to finalize the transaction and get a vehicle as it can be provided from the history of XXXX  XXXX I have been without a car since XX/XX/year> when I sold my car to XXXX. I provided to the Moneygram agent that I intended to send to additional transactions in the same amount to the same person and because of issues that have been continued with XXXX  XXXX was going to do them in the same amount as it successfully debited and I have had extensive problem with access to my funds and did not want to do them in higher amounts as it seemed that the larger attempted transactions in the day prior that XXXX was aware of being denied without explanation. This was communicated and documented is understood. 

I proceeded to submit XXXX additional wire transfer payments through MoneyGram which were all back to back to the same person and the same account number at XXXX XXXX. All of these transactions are for a used vehicle purchase again extensively communicated to XXXX  XXXX and furthermore Moneygram in our communications. Both of these transactions were further debited and I received a notice from XXXX  XXXX as them being debited from my account. These details were all sent to the receiver who provided that he had not received any deposits to his account and to gather we gathered that it XXXX not be until Monday due to the weekend and furthermore on the receipt from Moneygram it provided a expected date of XX/XX/year>. I communicated again to XXXX inquiring on why I was advised that XXXX Bank would be releasing these by the end of XX/XX/year> however the receipt contradicting and providing XX/XX/year>. The agent provided to me and clarified that all three transactions had been cleared from my bank and that Moneygram successfully sent those and they were pending acceptance from XXXX XXXX  for deposit to the receiver. I instructed them of the importance of these transactions as I was purchasing a vehicle and the extensive history of issues with XXXX  XXXX and he assured me that everything has been submitted properly and transacted properly it would be deposited to the receiver potentially sooner than the expected date listed on the receipts. 

Approximately XXXX hours later I received a notification that was emailed to me that my profile with MoneyGram had been blocked and that I could no longer access my accounts which prompted me to urgently call MoneyGram to inquire why this was occurring. The agent provided to me no specific details and only said that for security reasons and suspicious transactions that they were blocking my access to my profile and that this would impact my XXXX pending transactions and they would go in to a holding state because he was going to escalate the situation to be reviewed and pending that outcome which would take approximately XXXX days the transactions may be able to proceed properly to the receiver. I clarified details with the agent who inquired on my relationship to the individual I was sending the funds to which I provided was a close family friend And further inquired in regards to details of the used vehicle I was purchasing. He inquired whether I had seen the vehicle or not which I provided I had physically seen the vehicle multiple times due to the relationship maintained with this person and their family and that this was a local purchase and that the receiver left in XXXX XXXXXXXX XXXX XXXX I provided further if he wished I could provide him specific details in regards to the vehicle And my communication history regarding the vehicle and even references in regards to the relationship maintained between me and the seller and furthermore our families. Those details were not requested. I also provided to the agent the history and complaint filed against XXXX  XXXX and issues with accessing of my funds And the multiple attempts over the past several days of sending money to this person as it was urgent for me to have this vehicle as it was impacting my job and I have been without a vehicle since XX/XX/year>. The agent placed strong emphasis on inquiring my relationship and physically seeing the vehicle I was buying which I provided to him extensively That theres been a long-standing relationship and their furthermore has been repeated physical viewing of and driving of the vehicle and that there was nothing suspicious or scam of any of it. I provided furthermore that the situation was escalating to a unacceptable point holding no valid basis or reason for such denial and the issues furthermore with XXXX  XXXX that hold no basis and their long-standing history currently of denying me access to my funds.

MoneyGram on closure provided that in XXXX days they would provide a email communication to me in regards to my transactions and whether those would be properly processed as well as access to my online account and profile. I further emphasized the long-standing issues that were present with XXXX XXXX XXXX  and also the filing XXXX consumer financial protection in regards to their conduct of my funds and releasing of those and continue security matters that they are raising in regards to nonexistent matters And their false natured misrepresentation of account information to me and the urgency of my transactions processing as I am attempting to purchase a vehicle and have been without XXXX since XX/XX/year> and that my transactions are further more legit and that there was no basis to hold or interfere with my transactions as there has been no conduct or suspicious activity that would relate to denial of my pending transactions. 

Lastly, If there is question to my pending transections in regards to the receivers name that relates to any of this ( receiver XXXX XXXX who lives at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) this would be a violation and interference that would be of a XXXX nature and completely unacceptable as these are long-standing friends and citizens of this country. Denying me the ability to use Services while holding no basis for denial especially with the strong communications maintained and answering of all extensive questioning regarding the details of my transaction and the funds of where they are being sent and what they are being sent for would be considered bias and wrongful denial. I would assume that this has no relation. I should not have to wait XXXX days more days to process my transactions especially after the extensive conduct and denial of access to my money by XXXX XXXX XXXX nor continue to have my money held between MoneyGram and XXXX  XXXX for nonexistent matters. Prior to initiating my transactions there has been extensive communication to XXXX  XXXX on my intentions of the purchase and furthermore during the process to MoneyGram. One specifically raised my spending limit on the debit card to allow for these transactions and were provided extensively of why which was to purchase the vehicle I am purchasing. This is continued to escalate to a level that is not necessary and impacting my ability to proceed with my purchase. I will lose my job and now I do not have a vehicle to which I was supposed to have had on XX/XX/year> but due to XXXX  XXXX denying me proper access to my money did not occur and now preventing me transportation.

Furthermore these transactions and using MoneyGram services to send funds for this purchase was because capital one has denied me a wire transfer through them, certified check, ACH transfer and all means of access to my funds outside of my debit card. Although my checking account is a new account with XXXX  XXXX Ive had a long-standing savings account for years and have presented no issues or history whatsoever. Having no local branch this is my only ability to send these funds and the amount that I need to send. I feel that I have explained myself and communicated so extensively in regards to this that these denials and continued security concerns being presented by XXXX XXXX XXXX  and now moneygram are unacceptable and beginning to violate me and my rights especially to my funds and my money that I own. I respectfully request for my transactions to proceed as agreed to and immediately to be sent to the receiver as this is impacting my ability to have a vehicle and these transactions are all legit transactions holding no security concerns whatsoever. It is prohibiting me from working and getting to my job and other matters in life. I appreciate the concern and security measures to verify information however pending weights and hold in consideration of what has already been done by XXXX  XXXX is not acceptable to my situation nor to the agreement that I held with MoneyGram to send my money.

Company response to consumer: Closed with explanation