Consumer complaint received 2025-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: TX

Complaint narrative:
I opened a MoneyGram Profile several months ago, and I made a few MoneyGram Transfers from the profile without complication. On XX/XX/XXXX I opened a MoneyGram Debit Card, and Requested a Physical card. This is part of the MoneyGram Service and is issued by XXXX XXXX. I received the Physical Debit card and activated the card. After Activating the card, I was using my card as normal for normal transactions that are not fraudulent. I loaded funds to the account. My profile was disabled randomly one day last month in XX/XX/XXXX and I was told to upload my ID. I did not receive any emails, and I was not sure what caused the profile to be disabled. I sent in my ID And it was verified and my access was restored to my funds. I have made a couple of Online Transactions with the account, a Couple of XXXX XXXX charges, and an XXXX charge, and some XXXX  and XXXX  charges, Along with a XXXX XXXX XXXX. I received Visa Money Transfers to the account ( Deposits ) of Money that was owed to me from XXXX XXXX. All of the sudden on XX/XX/XXXX I receive an email that states that the account is closed, and I will receive a check for any remaining funds. It also states that if I have any further questions or if I did not make this request to contact MoneyGram. So I did, I contacted the customer service number. At First the lady looked and said that she can see XXXX profiles do I have XXXX profiles. I advised I DO NOT. I have only opened XXXX profile in my life. She stated that she saw a profile with an email address XXXX Which I advised would be identity theft, because I never owned that email address and I never opened that profile. She stated that she could not see why the account was closed, and I asked for my Funds out of the Account. {$1500.00} Which I have left in the MoneyGram Account THEY CLOSED WITHOUT EXPLANATION. She told me they could not provide me with the funds in the account that they have to escalated this to a higher department for further review as they were not provided with a reason as to why the account was closed either. She told me they could not help me. Again I asked for the funds in my account, I am willing to pickup these funds from a XXXX, Or to transfer to my external bank account. However I did not authorize MoneyGram to keep my funds. MoneyGram at this time, Has not provided an explanation, as to why they closed my debit card. I have never reported any transactions as fraudulent. I do not have XXXX profiles, and I have not conducted any fraud. Funds in my account I am entitled to. Upon me sending an email to ask what happened MoneyGram Proceeded to Disable my online profile as well, again without explanation and I still have not received an email. MoneyGram will accept deposits into the account, that you are entitled to and they will hold the funds. They will close the account without cause and cause you financial harm. MoneyGram will not provide assistance when you call in, and they can not provide you explanation into what happened. I have not caused any " Security Risk ''. At this time, I believe MoneyGram is causing me financial harm by holding my {$1500.00} that I needed for rent and bills that they are essentially stealing. I do not believe my account was closed for cause. I have not conducted any fraud. I believe MoneyGram has someone in their company that is intentionally closing accounts without cause and writing an email to you stating that the account has been closed and that you called in to request it to be closed WHICH IS FALSE. I never called in to ask for the account to be closed. MoneyGram is causing me financial harm. I do not believe my account has been closed properly and I did not request this. MoneyGram should apologize at this time, and provide my funds to me immediately. Additionally the customer  service agent I contacted was beyond rude, Not Helpful. After I filed a bad survey she disabled my online profile. She should not be providing poor service then, Telling me they can not see anything and that I need to wait for their response from their advanced payment systems By " Email '' Whenever its convenient for them. Yet they can disabled my profile immediately and close the account immediately and can not explain why.

Company response to consumer: Closed with explanation