Consumer complaint received 2015-07-10 00:00:00
Product: Money transfers — International money transfer
Issue: Fraud or scam — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: TX

Complaint narrative:
I did a MoneyGram transaction through a XXXX in my home town, of transferring money to my aunt in XXXX, {$1000.00} to be exact. Was charged for her to receive the money in minutes, well that never happened. I, till this day am unaware of why this transaction did not go about. The money was removed from my checking account, but denied to her in XXXX. I have not been contacted by MoneyGram after multiple times of trying to contact them. I have called, left voicemails, emailed, and even try to get assistance through the Walmart were the transaction took place. I have not received any explanation from Walmart nor MoneyGram as to why the transaction never took place or why they have n't reimbursed me my money. I gave my aunt the reference number stated on the receipt for her to receive the money on XXXX/XXXX/2015 same day I did the transaction, my aunt claims she went to various locations and they told her the reference/account number did n't exist, when I paid for money in minutes service. We contacted each other a few times to double-check the reference number and all her contact info to make sure there was no mistake on our part, everything was correct. So we agreed on her to try again on XXXX/XXXX/15 incase the transaction was delayed. On XXXX/XXXX/15 my aunt went again and this time they told her the transaction was blocked because of unknown reasons. I then proceeded in calling the MoneyGram number provided on the receipt. I called multiple times my phone calls were only answered XXXX times after having me on a XXXX minute wait, when it clearly stated at the beginning of every call that there was less than a XXXX wait time. Both calls were the same, when they answered, they would get my information and tell me that my transaction was under review and that they were unaware of why, I would then be transferred to a XXXX person and same thing my transaction was under review and they did n't know why, they would then transfer me a XXXX time to what they called audit whom were suppose to give me an explanation, I am not sure if it was a non-existing line or simply hung up but both times the calls were a dead end. Although I made sure the second time they provided me with the number to where they were transferring me for if the call was lost or dead end which it was. I called it, it was pretty much a voicemail, I left my information ; the confusing part about the audit number they provided to me was that at the beginning of the phone call it states it is the dispute resolution department just does n't make sense to me but I am just trying to find out where my money is. I then decided to go to the Walmart where the transaction took place to see if they could farther assist me, as in give me am explanation or refund me my money. But none took place they called MoneyGram with the numbers provided to them but same exact thing happened to them no luck. I asked for them to just refund me my money but was told that they had to speak to MoneyGram first. They also called the audit number provided to me and left a XXXX voicemail. I then went home got online onto MoneyGram.com and wrote an email asking for an explanation of what was going on and my unfortunate experience. I provided all my information and am constantly checking my email and junk mail to make sure if they reply I do not miss it. They provided me a reference number where my request was submitted. Still no answer to what is going on. Various people including XXXX employees suggested it was probably because the holiday, but today is XXXX/XXXX/15, I feel I have given them more than enough time to provide me with an answer, or contact me.

Company response to consumer: Closed with explanation