Consumer complaint received 2025-08-07 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: MA

Complaint narrative:
On Tuesday, XX/XX/year>, I contacted MoneyGram for assistance with picking up a {$9700.00} cash transfer that was marked as " Ready for Pickup '' according to their tracking system. 

My first attempt to collect the funds was at a XXXX location, where I was informed that the store could only disburse up to {$500.00}. This limitation was not disclosed by MoneyGram at any point prior to my visit. XXXX staff advised me to try XXXX instead. 

I then visited three different XXXX stores. After all three attempts failed, I was informed that XXXX has a {$3000.00} payout limit for MoneyGram transfers, regardless of store size. I even attempted a XXXX XXXX, which confirmed the same {$3000.00} restriction. 

I then tried multiple other MoneyGram-affiliated locations. Several of these confirmed they had no internal payout limits, yet the transaction still could not be processed. One check-cashing business in XXXX, RI, made a substantial effort to assist. The manager contacted MoneyGram directly and learned that the transaction was being blocked due to internal MoneyGram restrictions specifically, Error Code 301 indicating that the store was not authorized to disburse more than {$2000.00} {$3000.00} regardless of its own cash capacity. 

This location spent two days trying to resolve the issue, including holding a meeting with a local MoneyGram representative. Despite their effort, the location was still unable to raise the limit or process the transaction.

Meanwhile, I spent several hours attempting to resolve the issue through MoneyGrams customer support. On my first call, I was told to hold for a supervisor, waited 20 minutes, and was disconnected without follow-up. On my second attempt, the representative initially appeared knowledgeable and even spoke directly with the store manager. That call was also disconnected without resolution. 

On Wednesday, XX/XX/XXXX, I called again and was transferred to a supervisor. The supervisor offered no meaningful assistance and appeared either untrained or unwilling to help. At this point, I was emotionally exhausted and frustrated by what I perceived to be a deliberate lack of support.

In parallel, I attempted to use MoneyGrams mobile app, which purports to help customers select a pickup location. However, each time I entered the transfer information, I received the same error message : Your receive amount is more than this location can pay out. Please choose a new location.

This occurred regardless of the location selected.

When I contacted MoneyGram support to ask for a specific location capable of disbursing the full amount, I was repeatedly given generic, scripted responses that were inaccurate and unhelpful. The only solution offered was for the sender to cancel the transaction and resend the funds in smaller amounts a suggestion that is both impractical and unacceptable, given the senders unavailability and the fact that MoneyGram had already accepted and processed the full transfer.

Following my last unsuccessful call on Wednesday, I attempted to escalate the issue publicly via a comment on MoneyGrams XXXX page. A representative responded quickly and asked me to send a direct message. I did so immediately. After several hours, I received a reply that appeared to be either an automated AI-generated response or a copy-pasted script with no relevance to my situation and zero empathy or human engagement. This made it clear that even their public-facing communications lack accountability.

Additionally, I filed two formal complaints directly with MoneyGram through their internal process. On Thursday, XX/XX/XXXX, both were summarily closed with the following message : Our system shows that our representatives have helped you and youre all set. Case closed. In both cases, I replied to inform them that I was escalating this matter to the Consumer Financial Protection Bureau.

Summary : MoneyGram has failed to fulfill its obligation to allow pickup of an approved and processed {$9700.00} cash transfer. They advertise nationwide cash pickup services without disclosing critical payout limits at participating locations. Their mobile app and customer service both fail to offer real solutions or even basic support. Their internal systems appear designed to deflect accountability rather than assist customers. The end result is that my funds remain inaccessible, and Ive been subjected to significant stress, lost time, and financial hardship due to their misrepresentations and operational failures.

I am requesting full investigation into MoneyGrams misleading practices, lack of transparency, and poor customer support infrastructure.

Company response to consumer: Closed with explanation