Consumer complaint received 2022-04-22 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC
State: GA

Complaint narrative:
Hi, I am writing to request your intervention in a matter with Moneygram International. I paid {$1500.00} cash for a wire transaction using a Moneygram Kiosk in a XXXX store. This transaction was conducted on XX/XX/2022 at XXXX. The kiosk was located inside of the following store : XXXX XXXX XXXX XXXX. XXXX, Georgia. XXXX. The kiosk does not accept cash. Instead, I paid the aforementioned funds ( {$1500.00} ) to the cashier. Per Moneygram, the funds were supposed to be deposited on XX/XX/2022 into an account at XXXX XXXX XXXX XXXX XXXX XXXX. Said account is registered to my family member ( XXXX XXXX XXXX ). The deposit was supposed to be placed in his checking account ending in XXXX. 

As of XX/XX/2022 that did not happen. Upon checking the status of the transaction, I learned of this and reached back out to Moneygram via phone. Before ever researching this matter, Moneygram agents in customer service got on the phone told me not to worry. The money would be deposited. Instead, I panicked, demanded a full refund and asked to have the call escalated. After speaking with the agent, the call was escalated. I demanded a refund again. Moneygram reps refused to issue a full refund alleging their system shows the funds were sent. However, the status online showed the funds were " IN TRANSIT ''. Moneygram then told me they were going to investigate the matter. Again, I said NO! I don't want or need an investigation, just give me my refund so i can process this in a more efficient and secure way. After all, It was clear and evident that Moneygram could not process it as intended. 

After providing my email address information for follow-up, Moneygram led me to believe they were going to keep me posted regarding this investigation. Several days passed before i reached back out to Moneygram. Nothing changed regarding the alleged investigation. No email was sent. At that point, I reached out to the Bank in XXXX XXXX via email to spark an investigation from their end. I also had the receiver ( XXXX XXXX XXXX ) speak with the Branch Manager of the bank to further address the matter. In the process of doing research and speaking to Moneygram, I learned their idea of an investigation meant sending an email to the bank. 

After speaking to the reps at the bank in XXXX XXXX for confirmation, I/we learned that there was no intel regarding this transaction ( Reference # XXXX ). To our surprise, Moneygram had not reached out to the bank via email as the Moneygram reps alleged. In fact, they did not send an email or attempt to reach out via phone, despite the information i provided to help expedite their alleged investigation. In learning that, I asked for a copy of paperwork on their part to showcase where the my funds actually went. Moneygram refused. I asked for proof of the email they allegedly sent. Moneygram refused. I also asked them to provide me a copy of their Refund Policy in line with the reasons they cited to thwart my requested refund. Moneygram refused. I also asked for the email address to the bank where they sent the email to. Moneygram refused. 

Opposed to providing me ANYTHING related to my case, Moneygram informed me they had up to 90 days to investigate this matter. I asked them for a copy of that policy in writing via email. Moneygram refused and told me i could not receive that kind of documentation until the case was closed. So ... I made a purchase for a service which wasn't rendered. I did not get ANY answers or proof to make me better understand the error which caused this. Furthermore, Moneygram is not taking this process serious at all. Their reps are not taking time to be of proper help. Instead, they are merely reading notes from the system, and alleging they are expediting the claim without anything to showcase it, The reality of the matter is, i feel robbed of my money, deceived, and cheated. In fact, this is an act of fraud and deception on the part of Moneygram. If/when a customer pays for a service and that service is not rendered, a refund should be given without delay. I did not authorize an investigation or ask for one. I asked for a full refund more than once. After all, Moneygram doesn't know why this money was sent. It could have been sent to help my family pay for a loved one 's life/death medical procedure. If that money was needed to pay for something that critical and Moneygram is refusing to issue a refund, what happens when the person dies? Does Moneygram attend the funeral? Pay for flowers? Pay for funeral arrangements? Send the check to the funeral home on behalf of the deceased? These are the things that Moneygram is inconsiderate of while being deceptive in their practices and lying about an investigation that is not taking place... all in an attempt to prevent a refund. 

As of XXXX XXXX, 2022 it has been 21 total days since this transaction. Moneygram still has not offered a refund. I received two emails from their Global Complaints office with useless information. Nothing in the email was helpful or reassuring. It is sad that a customer has to learn about deceptive policies and their helpless staff ONLY in situations like this. Please render any assistance you can offer with this and compel Moneygram to issue a refund. All of the deception and lies regarding an imaginary investigation is not cool. I have been a moneygram customer for many years and this situation has left a sour taste in my mouth regarding the way they do business and their lack of seriousness. I appreciate your assistance and thank you.

Company response to consumer: Closed with explanation