My transaction 4741**** was stuck at "profile pending" I had to scan my driver's license for security reasons. I went through the process 3 times before getting a message that it takes 30 minutes to process and complete my profile.
After 3 hours I never received any email from moneygram. At that point I decided to call Customer Service. The agent told me I had to start the ID scan process over, this time using the website instead of the App. I followed his instuctions and completed the process again.
Then came the time to replace the receiver. The agent told me then that I will have to cancel the whole transaction and request a refund that will come without my fee...
This was an emergency situation that took forever.
I lost about 12 hours. I would have cancelled my original transaction within 30 minutes to avoid losing my $12.00 fee but because of some security/system issues it took about 12 hours to cancel the transaction.
I'm asking a Full refund ( including the fee) because it was not my fault if the process took more than 30 minutes to cancel my transaction...
User's recommendation: The ID scan process shouldn't take more than 30 minutes, otherwise a full refund of the transaction fee needs to be automatically made to the customer....
Location: Saint Louis, Missouri