Independent profile — not affiliated with MoneyGram
MoneyGram
MoneyGram is a money transfer, money order and bill payment company headquartered in Dallas, Texas, privately held by funds affiliated with Madison Dearborn Partners since June 2023. This page covers tracking, cancelling, refund and fraud-reporting routes from MoneyGram's own pages, the FTC, CFPB and New York Attorney General record, and the BBB, CFPB and Trustpilot figures as displayed on October 14, 2026.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 35 historical complaints about MoneyGram, published between 1999 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
- Stolen and Altered Money Order Cashed for $858, Refund Not Issued
- $55 Refund Not Found, Told to Call Bank Which Has Nothing
- Cashier Demanded Fees for Cash Pickup and Dismissed Complaint
- Apartment Rental Payment Sent, Individual Stopped Responding, No Refund
- Two Payments Totaling 5500 Wired, Never Received, Found to Be Scam
- Money Sent From London to Ghana Already Picked Up by Someone
- Wired Money for Promised $100,000 Loan, Never Received It
- Money Sent to Pay Bill Was Already Picked Up by Someone Else
- $25 Money Order Refund Denied, $15 Claim Fee Demanded
- Rude Service, Hour-Long Holds and Outdated Booklets
- Money Sent to Wrong Person and Refund Requested
- Wire Sent to Wrong Company and Refund Denied
- Money Sent to Philippines Not Found at Claim Location
- Money Order Refund Requires $15 MoneyGram Claim Fee
- Transfer to Jamaica Rejected After Security Questions, Refund by Cheque
- Stolen Rent Money Order Not Honored After Someone Else Cashed It
- Refused to Stop Stolen Money Orders Totaling $1300
- Wal-Mart Pickup Location Closed Despite Advertised Hours
- Receiver Gets Money Order and Pays Fees Instead of Cash
- RV Scam Money Transfer Released Without Password or ID Check
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- MoneyGram U.S. website: https://www.moneygram.com/us/en
- Contact us form (general, complaint, report fraud): https://www.moneygram.com/us/en/help-center/contact-us
- Fraud and safety: how to report fraud: https://www.moneygram.com/us/en/help-center/fraud-and-safety
- Track, edit or cancel a transfer: https://www.moneygram.com/us/en/help-center/track-a-transfer
- Customer Care Center: suspected fraud on an unreceived transfer: 1-800-933-3278
- Online account credentials compromised: 1-800-922-7146
- BBB-listed number (not stated by the company's own pages checked): (800) 666-3947 3 complaints mention this number
- Error resolution and money transfer cancellation line: 1-800-926-9400 4 complaints mention this number
- Error resolution e-mail: [email protected]
- Money order status (automated line): 1-800-542-3590 5 complaints mention this number
Locations
| Type | Address |
|---|---|
| Headquarters | 2828 N. Harwood Street, Suite 1500 Dallas TX 75201 |
MoneyGram complaints, tracking, cancelling, refunds and reporting fraud (checked October 14, 2026)
MoneyGram is a money transfer, money order and bill payment business headquartered in Dallas, Texas. Its U.S. site offers sending money in its app, online or at a location, receiving money, bill pay and money orders. This page collects what MoneyGram's own pages say about tracking, cancelling, refunds and reporting fraud, the regulator and court record, and what public databases show.
Find, track or cancel a transfer. MoneyGram's "Find a transfer" page has three tabs, "Track", "Edit" and "Cancel", and asks for the reference number ("On your receipt or confirmation email") and the sender's last name.
Cancellation rules, two company pages. MoneyGram's cancellation FAQ says: "If you cancel within 1 hour of payment, you will be issued a full refund", and "For cancellations made more than 1 hour and up to 180 days after payment, you will be issued a refund for the send amount only, excluding fees"; it also says a transfer cannot be cancelled once the receiver has collected the funds or they have been deposited. MoneyGram's Error Resolution and Cancellation Disclosure (long form, revised April 2022) for remittance transfers says a sender must "contact us at 1-800-926-9400 within 60 minutes of payment", and that it will refund within 3 business days "as long as the funds have not already been picked up or deposited". The two pages are presented as published; check the disclosure issued with your own transfer.
Errors and problems with a transfer. The same disclosure lists 1-800-926-9400, [email protected], a postal address for the Manager, Complaints Management, and the Contact Us complaint form, and says: "You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient"; MoneyGram "will determine whether an error occurred within 90 days after you contact us".
Money orders. MoneyGram's help center says money order status can be checked online or on an automated line, 1-800-542-3590, using the money order number and the exact dollar amount. Its refund FAQ describes submitting a refund request for an uncashed money order online, which it says takes "about seven business days" with a fee deducted from the refund.
Refunds under MoneyGram's online terms. The online Terms and Conditions page says: "Your rights regarding the Transfer and the availability of a refund are explained under the applicable disclosures generated in connection with your Transfer. If MoneyGram determines that you are entitled to a refund, such refund will be credited to the Payment Method used to initiate the Transfer." For cash pick-up transfers, the same page says that if the amount "has not been collected within ninety (90) days, we will treat the Transfer as no longer capable of execution (an 'Expired Transfer')" and that a sender who becomes aware an amount was not collected should "contact us to ask for a refund". The page opens with a notice that the agreement "contains ... an arbitration provision that requires all claims to be resolved by way of binding arbitration"; the arbitration terms and any opt-out steps were not reviewed in detail for this page, so read them before relying on a court claim.
Federal rights for international transfers. The CFPB says that after paying for a remittance transfer (an electronic transfer of more than $15 sent from the United States to another country) a sender has "up to 30 minutes to cancel the remittance transfer at no charge, unless the transfer has already been picked up or deposited", and "180 days to notify the remittance provider of a mistake", counted from the date the provider disclosed the money would be available; providers "generally have 90 days to investigate". Check the receipt or disclosure for the dates that apply to your transfer.
Reporting fraud. MoneyGram's Fraud and Safety page says: "If you suspect fraud on a transaction that has not yet been received, please contact our Customer Care Center at 1-800-933-3278 to have the transaction canceled immediately", and offers an online form to report fraud. Its contact form has separate options for "Complaint" and "Report fraud". Once cash has been paid out it is usually difficult to recover; the FTC's 2018 release says money sent through transfer systems "can be picked up quickly at locations all over the world, and once the money is paid out, it is all but impossible for consumers to get their money back".
Outside routes. Complaints can also be filed with the CFPB (consumerfinance.gov/complaint), the FTC (reportfraud.ftc.gov) and the state attorney general or state money-transmitter regulator where you live. BBB lists the Texas Department of Banking as a regulator resource for MoneyGram.
Federal and state actions against MoneyGram
FTC, 2009. The FTC announced on October 20, 2009 that MoneyGram would "pay $18 million in consumer redress" and implement "a comprehensive anti-fraud and agent-monitoring program" to settle charges that its system was used by fraudulent telemarketers. The FTC alleged that between 2004 and 2008 MoneyGram agents helped fraudsters who induced U.S. consumers to wire more than $84 million within the United States and to Canada, a figure the FTC said was based on complaints to MoneyGram. The 2018 FTC order recites that the court entered the Stipulated Order for Permanent Injunction and Final Judgment on October 21, 2009.
FTC and DOJ, 2018. On November 8, 2018 the FTC announced that MoneyGram "has agreed to pay $125 million to settle allegations that the company failed to take steps required under a 2009 Federal Trade Commission order", part of a global settlement that also resolved allegations that MoneyGram violated a 2012 deferred prosecution agreement with the Department of Justice. The FTC alleged, among other things, that MoneyGram failed to promptly investigate, restrict, suspend and terminate high-fraud agents, that its fraud-blocking monitoring system malfunctioned for 18 months in 2015 and 2016, and that it received at least 295,775 complaints about fraud-induced money transfers between January 1, 2013 and April 30, 2018. The modified order, signed November 13, 2018, entered judgment of $125,000,000 for consumer redress and, in the order's words, "Defendant neither admits nor denies any of the allegations set forth in the Unopposed Motion, except as specifically stated in this Order". The order replaced the 2009 order and applies to money transfers worldwide.
New York Department of Financial Services, 2022. A Consent Order approved by the Superintendent on March 14, 2022 states that an investigation by the Department "revealed that MoneyGram failed to maintain an effective anti-money laundering ('AML') program and to supervise adequately several agents that conducted suspicious transactions on behalf of customers", and required a civil monetary penalty of $8,250,000 under New York Banking Law section 44. The order also states that the Department "acknowledges that MoneyGram has already undertaken significant remedial measures" to improve its AML programs and agent supervision. These are the Department's stated findings in a consent order with the company.
CFPB and New York Attorney General, 2022 to 2025. On April 21, 2022 the CFPB and the New York Attorney General sued MoneyGram International, Inc. and MoneyGram Payment Systems, Inc. in the Southern District of New York, alleging violations of the Electronic Fund Transfer Act, the Remittance Transfer Rule, Regulation E and the Consumer Financial Protection Act. The CFPB's page states that on April 7, 2025 it "filed a consent motion to withdraw as a plaintiff, which the court granted on April 8, 2025". On June 16, 2025 the New York Attorney General announced it had secured a settlement requiring MoneyGram to pay a $250,000 penalty and to transfer funds and process refunds on time, keep disclosures accurate and investigate errors in a timely fashion. The Stipulated Final Judgment and Order in that case is dated June 16, 2025; it states that it was agreed "without adjudication of any issue of fact or law", that the defendants "neither admit nor deny any allegations in the Complaint" except as stated, that the court retains jurisdiction to enforce it, and that the clerk is to close the case. These were allegations resolved by settlement.
This section lists the actions reviewed for this page; other state licensing actions were not searched state by state.
Who operates MoneyGram and who owns it
MoneyGram International, Inc. was incorporated in Delaware on December 18, 2003 to carry out the June 30, 2004 spin-off from Viad Corp, according to its fiscal 2005 Form 10-K. That filing says its principal operating subsidiary was formerly Travelers Express Company, Inc., which "has been in operation since 1940", and that MoneyGram Payment Systems, Inc. was acquired in June 1998. Effective December 31, 2005 the former Travelers entity was merged into MoneyGram Payment Systems, Inc., which survived.
On June 1, 2023 MoneyGram and Madison Dearborn Partners announced that "funds affiliated with MDP have completed their previously disclosed all-cash acquisition of MoneyGram for $11.00 per share" and that MoneyGram's common stock "has ceased trading and will be delisted from the Nasdaq stock market". This page did not review MoneyGram's current SEC reporting status. MoneyGram's tracking page footer states that it is licensed as a money transmitter by the New York State Department of Financial Services, lists Massachusetts licenses CS0025 and FT89432 and NMLS # 898432, and says MoneyGram Payment Systems, Inc. is registered as a Money Services Business with FinCEN under registration 31000221116940. The company's corporate site says it operates in more than 200 countries and territories and describes "Backed by over 85 years of trust"; these are the company's own statements.
The 2024 cyberattack: MoneyGram said in October 2024 that an unauthorized third party "accessed and acquired" customer data during a cyberattack on September 20, 2024; according to TechCrunch's report of the company statement, the data included names, contact details, dates of birth, national identification numbers and, for a limited number of consumers, Social Security numbers and government identification documents, plus transaction information. The company said the types of information varied by individual. A proposed class action over the incident was reported by ClassAction.org on October 15, 2024; its current status was not verified for this page.
MoneyGram complaint record: this archive, CFPB, BBB and Trustpilot
This archive. usacomplaints.com has 35 approved posts that name MoneyGram or its former name Travelers Express as the subject, dated 1999 to 2013. Many are from senders whose money was paid to a fraudster and who describe MoneyGram as the channel used; others concern lost or refused money orders, money paid to the wrong person, and fee disputes. The archive contains thousands of further posts that merely mention MoneyGram as a payment method in a third party's alleged fraud; those are not linked here. Posts are visitor submissions and unverified allegations.
CFPB database. As displayed on October 14, 2026 the CFPB Consumer Complaint Database lists 3,363 complaints under the company name "MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC", received between April 4, 2013 and September 24, 2026, of which 268 were received from October 14, 2025 onward. Company responses: closed with explanation 2,855; closed with monetary relief 494; in progress 9. The most frequent issue labels were a fraud-related issue label (1,055) and money was not available when promised (780). These are labels assigned to consumer submissions, not findings.
BBB. The BBB profile for MoneyGram at 2828 N Harwood St, Dallas shows an A+ rating and states that MoneyGram is not a BBB Accredited Business; the complaints tab shows 436 total complaints in the last 3 years and 92 in the last 12 months, and the reviews tab shows 1.03 out of 5 across 58 customer reviews.
Trustpilot. The Trustpilot page for MoneyGram displays 47,564 reviews with a score of 4.0, a claimed profile and a paid Trustpilot subscription. These four sources use different methods and are not combined.
Court cases that name MoneyGram
Two government cases are summarized above and listed in the case table: FTC v. MoneyGram International, Inc. (N.D. Ill., 09-cv-6576) and the CFPB and New York Attorney General case (S.D.N.Y., 1:22-cv-03256). Private class actions and commercial suits that name MoneyGram, including those arising from the 2024 cyberattack, were not verified on dockets for this page and are not listed.
Is MoneyGram Legitimate?
MoneyGram International, Inc. is an identifiable company with a published Dallas, Texas address; its shares were listed on Nasdaq until funds affiliated with Madison Dearborn Partners completed its acquisition on June 1, 2023. Government records show it has also been the subject of federal and state enforcement: a 2009 FTC order ($18 million redress), a 2018 FTC and DOJ settlement ($125 million), a 2022 New York Department of Financial Services consent order ($8,250,000 penalty), and a 2025 New York Attorney General settlement ($250,000 penalty), each described above with the order language as quoted there. BBB displays an A+ rating for the Dallas file, but also states MoneyGram is not BBB Accredited and shows 436 complaints in three years. Its tracking page footer lists the licenses and registration noted above; individual state license records were not reviewed for this page. MoneyGram's own Fraud and Safety page gives this tip: "Never send money to someone you don’t know."
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Federal Trade Commission v. MoneyGram International, Inc. (2009 order; 2018 modified order) Docket 1:09-cv-06576 | U.S. District Court, N.D. Illinois | — | Settled | Settled The court entered a Stipulated Order for Permanent Injunction and Final Judgment on October 21, 2009 (the FTC announced $18 million in consumer redress). On November 13, 2018 Judge Manish S. Shah signed a Stipulated Order for Compensatory Relief and Modified Order for Permanent Injunction that entered judgment of $125,000,000 in favor of the FTC "as equitable monetary relief for consumer redress", satisfied through the payment terms of the related DOJ deferred prosecution agreement amendment. The order states that MoneyGram "neither admits nor denies any of the allegations set forth in the Unopposed Motion, except as specifically stated in this Order". | Source |
| Consumer Financial Protection Bureau and People of the State of New York v. MoneyGram International, Inc. and MoneyGram Payment Systems, Inc. Docket 1:22-cv-03256 | U.S. District Court, S.D. New York | Settled | Settled The complaint alleged violations of the Electronic Fund Transfer Act, the Remittance Transfer Rule, Regulation E and the Consumer Financial Protection Act. The CFPB's page states that the court granted its consent motion to withdraw as a plaintiff on April 8, 2025. On June 16, 2025 the New York Attorney General announced that MoneyGram agreed to pay a $250,000 penalty and to comply with consumer protection laws on timely transfers, refunds, accurate disclosures and error investigation. The Stipulated Final Judgment and Order (Case No. 22-cv-3256, Judge Katherine Polk Failla) is dated June 16, 2025, was agreed "without adjudication of any issue of fact or law", states that the defendants "neither admit nor deny any allegations in the Complaint" except as stated, retains the court's jurisdiction to enforce it and directs that the case be closed. On April 21, 2025 the court had granted a joint stipulation dismissing Counts I to VI of the complaint. These were allegations resolved by settlement. | Source |
Company Relationships
- Acquired by: Madison Dearborn Partners
- Affiliated with: MoneyGram Payment Systems, Inc.
- Affiliated with: Travelers Express Company, Inc. (predecessor operating subsidiary, merged into MoneyGram Payment Systems, Inc. in 2005)
Frequently Asked Questions
How can a MoneyGram transfer be cancelled?
MoneyGram's Find a transfer page has a "Cancel" tab that asks for the reference number and the sender's last name. For suspected fraud on a transfer not yet received, the Fraud and Safety page gives the Customer Care Center number 1-800-933-3278 "to have the transaction canceled immediately". MoneyGram's cancellation FAQ says a cancellation within 1 hour of payment is refunded in full, and one made later, up to 180 days after payment, is refunded for the send amount only, excluding fees. Its remittance disclosure gives 1-800-926-9400 and a 60-minute window. The CFPB says a sender of an international transfer generally has up to 30 minutes to cancel at no charge unless the money was already picked up or deposited.
How does a refund work under MoneyGram's online terms?
The online Terms and Conditions say rights to a refund "are explained under the applicable disclosures generated in connection with your Transfer" and that if MoneyGram determines a refund is due, it is "credited to the Payment Method used to initiate the Transfer". A cash pick-up amount not collected within ninety days is treated as an Expired Transfer, and the sender is told to contact MoneyGram to ask for a refund.
How is fraud reported to MoneyGram?
MoneyGram's Fraud and Safety page says to complete its online form to report fraud, and its contact form has separate "Complaint" and "Report fraud" options. The FTC accepts reports at reportfraud.ftc.gov and the CFPB accepts complaints at consumerfinance.gov/complaint.
Who owns MoneyGram?
On June 1, 2023 MoneyGram and Madison Dearborn Partners announced that funds affiliated with MDP had completed their all-cash acquisition of MoneyGram for $11.00 per share, and that MoneyGram's common stock would be delisted from Nasdaq.
What did the FTC order MoneyGram to do?
In October 2009 MoneyGram settled FTC charges with $18 million in consumer redress and an anti-fraud and agent-monitoring program. In November 2018 it agreed to pay $125 million to settle allegations that it failed to carry out the 2009 order; the modified order states MoneyGram neither admits nor denies the allegations in the FTC's motion and applies to money transfers worldwide.
What happened to the CFPB and New York lawsuit against MoneyGram?
The CFPB and the New York Attorney General sued MoneyGram on April 21, 2022. The CFPB withdrew as a plaintiff by court order on April 8, 2025, and on June 16, 2025 the New York Attorney General announced a settlement with a $250,000 penalty and requirements to move funds and process refunds on time, keep disclosures accurate and investigate errors in a timely fashion.
What did MoneyGram say about the September 2024 cyberattack?
MoneyGram said in a statement reported by TechCrunch on October 7, 2024 that an unauthorized third party "accessed and acquired" customer data during a cyberattack on September 20, 2024, and that the types of data varied by individual. The company did not say how many customers were affected in that statement.
What do BBB and the CFPB show for MoneyGram?
As displayed on October 14, 2026, the BBB profile for the Dallas headquarters shows an A+ rating, no BBB accreditation, 436 complaints in the last three years and 92 in the last 12 months. The CFPB database lists 3,363 complaints under "MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC". The two figures come from different sources and are not combined.
What did the New York Department of Financial Services find in 2022?
A Consent Order approved on March 14, 2022 states that the Department's investigation revealed that MoneyGram failed to maintain an effective anti-money laundering program and to supervise adequately several agents that conducted suspicious transactions. It required an $8,250,000 civil monetary penalty and acknowledges remedial measures MoneyGram had already undertaken.
How can a MoneyGram money order be tracked or refunded?
MoneyGram's help center says status can be checked online or by calling the automated line 1-800-542-3590 with the money order number and exact amount. An uncashed money order can be submitted for a refund online; MoneyGram says processing takes about seven business days and a fee is deducted.