Opening Complaint Case

Overview

When responding to a customer inquiring how to submit/file a complaint, advise that they can do so by using one of the existing channels of communication:

• Contact MGI by phone,
• Send an e-mail to customerservice@moneygram.com,
• Submit the Contact Us webform via MGI website.

Important

Do not accept transaction-related complaints from receivers/receive agents calling on behalf of receivers (unless any of the below Exception Scenarios applies), but instead advise them to contact the sender as they are the only ones for whom such a complaint can be opened.

Exceptions

You can only accept the below complaint types from receivers/receive agents calling on behalf of receivers.

• Non-transaction-related (e.g. receiver is unhappy with an agent's behavior or complaints about MGI procedures)
• E-transfer-related (only when the receiver already opted for E-transfer, thus sender and receiver are the same person; refer to Account Deposit - Canada for details on how to identify E-transfer transactions in Salesforce) Note: in case a sender/send agent calling on behalf of sender calls with the original Reference Number and wants to make a complain, you should accept it as a separate one (open a second complaint).
• FastSend-related (refer to FastSend Overview, Website/Native App Receive Flow section)
• Stellar/Coinme/G-Coin-related (sender and receiver are the same person; refer to MaaS Partners)
• Refund-related (sender is the receiver of a refund)
• Receiver is from New Zealand or Indonesia Note: in case a sender/send agent calling on behalf of sender wants to make a complain, you should accept it as a separate one (open a second complaint).

Examples of Scenarios and Customer Requests

Important

• For any of the below scenarios, do not attempt to de-escalate them, but instead proceed to opening a Complaint case.
• If a customer threatens to pursue a legal action, state so in the case description.

Customer states they would like to file a complaint. "I want to file a complaint..."

Customer is unhappy and plans to contact Ombudsman Office. "I will be going to Ombudsman..."

Customer states they will escalate to the higher authority. "I will escalate to another authority..."

Customer plans to contact Better Business Bureau, country regulator or pursue legal action, such as suing MGI. "I will be going to Better Business Bureau/country regulator...", "I will pursue legal action/sue MoneyGram..."

Customer states that the MGI advertisement created false customer expectations. "Your advertisement said... What I got was..."

Customer believes they were not treated fairly by MGI or its agent. "This isn't fair, your agent said..."

Customer states they will incur additional costs as a result of something that MGI said or did. "This is going to cost me..."

Customer claims they should not be charged a fee, or is owed something due to MGI mistake. "This is MoneyGram mistake..."

Customer states that the amount paid to the receiver or exchange rate was wrong, or additional tax/fee was charged. "My receiver received less money..." "My receiver was charged extra money to pick up the transfer..." "My receiver received funds in a different currency..."

US customer states that the deposit is delayed while the estimated deposit date has already passed. "I sent money internationally to a card or bank account, and it still isn't credited..."

Prerequisites Proceed based on your role.

• Complete Customer Profile Process to locate a customer profile in Salesforce, thus ensuring it will populate at the top of the Contact Name search results later on, when creating a case (refer to the below image).

Important: ensure that a valid e-mail address and/or correct mailing address (if the e-mail is unavailable) is included on the customer profile (explain that an e-mail address is required to deliver a complaint resolution as soon as possible; otherwise, MGI will mail a pertinent documentation to the customer via postal service resulting in a significant delay).

• Locate a transaction; refer to Transaction Search.

• Review a customer profile and transaction details, as applicable; refer to Transaction Verification and Research.

• Refer to Dodd-Frank Act for general information on various complaint types and regulations.

• Identify a complaint type and proceed as per below grid. Note: you should classify E-transfer-related complaints as Directed Sends (not Payment Discrepancy) complaints; refer to Account Deposit - Canada.

Complaint Type

Not Paid closed/received transaction

• Make sure you enter this process from Payment Discrepancy.
• Complete Opening Complaint Case below.
• Return to Payment Discrepancy to where you left off, as applicable.

Directed Sends complaint

• Complete Directed Sends - Problem Solving.

Third-Party complaint

• Complete Third Party Complaints.

Any other

• Complete Escalating Consumer Support Case below.