Who is complaining aboutMoney transfers?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
“Money transfers” is a product label the CFPB no longer uses for new complaints. The database holds 5,354 complaints under it, received between 4 Apr 2013 and 21 Apr 2017; later complaints of this kind are filed under a newer label.
The figures on this page cover every year the label was in use. Company responses: 82.1% closed with an explanation, 4.3% closed with non-monetary relief, 12.4% closed with monetary relief.
Companies with the most complaints, with their size
Ordered by complaint count since 2011. The size column is the public measure this site could match to the company.
| Company (as named by the CFPB) | Complaints, all years | Share | Company size |
|---|---|---|---|
| WESTERN UNION COMPANY, THE | 1,414 | 26.4% | no public measure |
| MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC | 1,279 | 23.9% | no public measure |
| Paypal Holdings, Inc | 921 | 17.2% | no public measure |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 271 | 5.1% | $2.65tn assets |
| WELLS FARGO & COMPANY | 254 | 4.7% | $1.92tn assets |
| JPMORGAN CHASE & CO. | 228 | 4.3% | $4.09tn assets |
| CITIBANK, N.A. | 102 | 1.9% | $1.98tn assets |
| Google Compare Credit Cards Inc. | 58 | 1.1% | no public measure |
| Ria Envia, LLC | 55 | 1% | no public measure |
| PNC Bank N.A. | 39 | 0.7% | $610bn assets |
| XOOM CORPORATION | 39 | 0.7% | no public measure |
| SUNTRUST BANKS, INC. | 37 | 0.7% | no public measure |
| TD BANK US HOLDING COMPANY | 36 | 0.7% | $375bn assets |
| U.S. BANCORP | 34 | 0.6% | $706bn assets |
| HSBC NORTH AMERICA HOLDINGS INC. | 33 | 0.6% | $173bn assets |
| CAPITAL ONE FINANCIAL CORPORATION | 31 | 0.6% | $662bn assets |
| CITIZENS FINANCIAL GROUP, INC. | 25 | 0.5% | $233bn assets |
| UNITED SERVICES AUTOMOBILE ASSOCIATION | 24 | 0.4% | $106bn assets |
| FIFTH THIRD FINANCIAL CORPORATION | 23 | 0.4% | $299bn assets |
| NAVY FEDERAL CREDIT UNION | 19 | 0.4% | $204bn assets |
| SANTANDER BANK, NATIONAL ASSOCIATION | 18 | 0.3% | $104bn assets |
| Securus J Holdings, LLC | 17 | 0.3% | no public measure |
| Remitly, Inc. | 14 | 0.3% | no public measure |
| REGIONS FINANCIAL CORPORATION | 11 | 0.2% | $160bn assets |
| KEYCORP | 11 | 0.2% | $189bn assets |
| BBVA FINANCIAL CORPORATION | 11 | 0.2% | no public measure |
| AMERICAN EXPRESS COMPANY | 11 | 0.2% | $214bn assets |
| DISCOVER BANK | 10 | 0.2% | no public measure |
| First Data Corporation | 9 | 0.2% | no public measure |
| BB&T CORPORATION | 9 | 0.2% | no public measure |
| All other companies, including those not listed by name | 311 | 5.8% | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 17 of the 30 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
Issues
- Fraud or scam1,893 · 35.4%
- Money was not available when promised997 · 18.6%
- Wrong amount charged or received269 · 5%
- Incorrect/missing disclosures or info202 · 3.8%
- All other categories1,993 · 37.2%
| Issue (CFPB label) | Complaints | Share |
|---|---|---|
| Fraud or scam | 1,893 | 35.4% |
| Other transaction issues | 1,487 | 27.8% |
| Money was not available when promised | 997 | 18.6% |
| Other service issues | 506 | 9.5% |
| Wrong amount charged or received | 269 | 5% |
| Incorrect/missing disclosures or info | 202 | 3.8% |
Sub-products
| Sub-product (CFPB label) | Complaints | Share |
|---|---|---|
| International money transfer | 2,770 | 51.7% |
| Domestic (US) money transfer | 2,584 | 48.3% |
How companies responded
- Closed with explanation4,397 · 82.1%
- Closed with monetary relief664 · 12.4%
- Closed with non-monetary relief232 · 4.3%
- Closed61 · 1.1%
| Measure | This category | All categories |
|---|---|---|
| Closed with monetary or non-monetary relief | 16.7% | 31.6% |
| Closed with monetary relief | 12.4% | 0.5% |
| Responses marked timely | 97.3% | 99.6% |
National trend
Questions and answers
How many Money transfers complaints does the CFPB receive?
5,354 were filed under this label between 4 Apr 2013 and 21 Apr 2017. The CFPB has since replaced the label.
Which companies receive the most complaints in this category?
By count, WESTERN UNION COMPANY, THE (1,414), MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC (1,279), Paypal Holdings, Inc (921) across all years. Counts follow company size: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.”
What are the complaints about?
The issues selected most often: “Fraud or scam” (35.4%), “Other transaction issues” (27.8%), “Money was not available when promised” (18.6%), “Other service issues” (9.5%).
How do companies respond?
Across the category: 82.1% closed with an explanation, 4.3% closed with non-monetary relief, 12.4% closed with monetary relief. 97.3% of responses were timely.
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. A complaint is the consumer's account; the company's response is recorded beside it.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.