Re: A consignment from Ghana
Posted: Sun Jan 16, 2022 12:21 pm
Great news! Bill will be getting a full refund.
[email protected] -> Dent
cc -> Addo
[email protected] -> Dent
cc -> Addo
Dent > AddoIncident 2201E53/DENT/1308
Dear Mr Dent
Your complaint regarding a missing payment has been passed to me for further investigation.
The ***** Tesco MoneyGram Bureau have given me a copy your statement. As the bureau manager confirmed, our records do show two payments, each of £1550 GBP, on 11/01/22 at 11:29 and 12/01/22 at 10:30.
To progress the case, I will now need a signed statement from your intended recipients:
***** ******
***** ******
confirming that they were unable to collect the payment. Photographic copies of the same via email will suffice. As agreed, I have copied your business partner Mr Addo in my reply, in hopes that will be able to offer his assistance.
From the details in my possession, provided your intended recipients confirm that no collection was possible, I would expect a full refund to be made together with an offer of compensation to ***** and *****.
Please allow me to unreservedly apologize, on behalf of MoneyGram UK, for the security breach resulting in the loss of your funds and consequent disruption to business with your intended recipients.
MoneyGram UK values your custom and aims to provide you with the highest level of service in the industry. Transactional security is our top priority.
I would like to assure you that losses of this kind are very rare for Moneygram customers. The UK experienced a spate of such theft attempts, mostly unsuccessful, around 18 months ago. In response, we introduced the 'one-time telephone call' security measure, layered on top of our standard precautions. That measure reduced such attempts by around 90%. Since this protocol is only operating in UK bureaus, and your recipients are in a different territory, they may have found it unfamiliar. Despite that, we accept full responsibility for the failure of our service on this occasion.
Once the statements have arrived, I'll pass your details to our payments team. I assume, payment via MoneyGram will be convenient although you can provide a bank account for us to pay into should you prefer.
We hope that this proposal will meet with your approval and that we may continue have the pleasure of your custom. Please quote the Incident number in any further communication.
Sincerely
Katherine Meadow
UK Incident Analyst
***** Fraud Division
**** Fraud Report: Integrity Confidence Security
**** Fraud Report is a wholly owned subsidiary of Moneygram UK Transfer Services
Dear Mr Addo
I went back to money gramme yesterday. They were very apologetic that somehow my payments have gone missing. All the details have been sent off to their complaint resolution office. It seems likely that I will get my payment refunded and you will receive compensation. I had to certify that I'd sent they money, although they knew that already. I think it just needs Patience and Solomon to supply a statement that the money couldn't be collected.
Can you arrange that? Not sure how much the compensation might be.
Bill