MoneyGram® Money Transfers App

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of MoneyGram® Money Transfers App's key feedback

System Downtime

A significant number of users, approximately 20%, report that the app frequently displays messages indicating system issues, preventing them from completing transactions. This persistent downtime is causing frustration and inconvenience for users who rely on the app for timely money transfers.

Every time I open the app, it says the system is down.

Customer Service Issues

Around 15% of users express dissatisfaction with customer service, citing unhelpful responses and unresolved issues. Many users feel that customer service representatives lack the knowledge to address their inquiries effectively, leading to a poor customer experience.

Customer service is unhelpful and doesn't resolve issues.

Account and Transaction Problems

Approximately 10% of users experience issues with account closures and transaction failures without clear explanations. These users report that their accounts are blocked or transactions are canceled unexpectedly, causing significant inconvenience and financial stress.

My account was closed without explanation, and my transaction failed.

App Functionality and Usability

About 8% of users report difficulties with app functionality, such as the inability to use certain payment methods or complete transactions. These issues hinder the app's usability and frustrate users who expect a seamless experience.

The app wouldn't let me use my US credit card to send money.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Remitly

Remitly receives high praise for its ease of use, speed, and reliability in sending money internationally. Users appreciate the competitive exchange rates and the convenience of transferring money without leaving home. However, some users report issues with delays and complicated processes for small transfers.

#2 RUNNER UP

Western Union

Western Union is commended for its fast and reliable service, with many users finding it convenient for international money transfers. Despite some complaints about high fees and technical issues, the app is generally seen as dependable and efficient.

#3 Straggler

MoneyGram® Money Transfers App

MoneyGram receives mixed feedback, with users appreciating its speed and ease of use for international transfers. However, there are significant complaints about technical issues, account blocks, and poor customer service, which detract from the overall user experience.

Nuggets

Major Highlights of the Week

System Downtime

The app frequently displays a 'system down' message, preventing users from completing transactions. This persistent issue affects user trust and app reliability.

Every time I open the app, it says the system is down.

Unexplained Charges

Users are charged fees even when transactions are canceled, leading to frustration and a perception of unfair practices. This issue highlights a need for transparent fee policies.

Canceling a transfer still incurs a fee as if it was completed.

Customer Support Gaps

Customer service is unresponsive and lacks knowledge, leaving users without resolution to their issues. This gap in support undermines user confidence and satisfaction.

Customer service is clueless about inquiries and never follows up.

Account Blocking

Accounts are being blocked without explanation, causing inconvenience and dissatisfaction. This practice raises concerns about user account management and communication.

They block profiles without giving any reason.

Transaction Delays

Transfers are taking longer than expected, especially for small amounts, which is inconvenient for users needing quick access to funds. This delay affects the app's competitive edge.

Funds take over three days to be available for recipients.

App Functionality Issues

The app fails to open or crashes after updates, disrupting user experience and functionality. This technical instability requires urgent attention to maintain app usability.

After updating, the app loads the start screen then crashes.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

System Downtime

The app frequently displays a 'system down' message, preventing users from completing transactions. This persistent issue affects user trust and app reliability.

Unexplained Charges

Users are charged fees even when transactions are canceled, leading to frustration and a perception of unfair practices. This issue highlights a need for transparent fee policies.

Customer Support Gaps

Customer service is unresponsive and lacks knowledge, leaving users without resolution to their issues. This gap in support undermines user confidence and satisfaction.

Account Blocking

Accounts are being blocked without explanation, causing inconvenience and dissatisfaction. This practice raises concerns about user account management and communication.

Transaction Delays

Transfers are taking longer than expected, especially for small amounts, which is inconvenient for users needing quick access to funds. This delay affects the app's competitive edge.

App Functionality Issues

The app fails to open or crashes after updates, disrupting user experience and functionality. This technical instability requires urgent attention to maintain app usability.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is so convenient and easy to use, I don’t think there’s anything out there that can beat it. MoneyGram any time, any day, hands down!

Nana Abomaa

Week of April 9th, 2025

I love MoneyGram before the update because I could send money without being limited to a number of transactions unlike other Money Transfer Apps but now instead of a few hours, my recipients receive it in minutes.

johnreee

Week of April 9th, 2025

I lost $25 in fees and had to transfer the money back to myself to pay a bill that was advertised as easy to pay with the app. No help from customer service. BEWARE.

MrMigurt

Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app is so convenient and easy to use, I don’t think there’s anything out there that can beat it. MoneyGram any time, any day, hands down!

Candice Wu

App Store

Kelly Williams

Google Play

I lost $25 in fees and had to transfer the money back to myself to pay a bill that was advertised as easy to pay with the app. No help from customer service. BEWARE.

Koray Okumus

Google Play

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User Experience Report

MoneyGram® Money Transfers App

Top Insights This Week

System Downtime

Customer Service Issues

Account and Transaction Problems

App Functionality and Usability

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts