UPT Refuses Refund After Issuing Duplicate MoneyGram Reference Number

On November 28, 2025, I sent $471 abroad from my own account through MoneyGram via the UPT Online Transaction Center. At the end of the transaction, I was given a reference number, which I shared with the recipient. However, the recipient stated that no transfer could be found using that reference number.

I tried calling UPT customer service the same day, but their business hours had already ended after 6:00 PM, so I couldn’t reach them. I then contacted MoneyGram customer service and asked them to check the reference number 65965135 that I was given. After their review, they told me that no such transaction exists, and that this reference number had actually been used by another customer on May 2, 2025. They also stated that UPT should not have been able to issue such a reference number in the first place.

At this point, UPT refuses to acknowledge this clear mistake, does not refund my money, and keeps giving me delaying responses like, “MoneyGram should process the refund first, then we will pay you.” On the other hand, MoneyGram states that there is no pending or refundable transaction on their side. While both institutions avoid taking responsibility, I am the one being harmed.

Because of this situation, I have had to make multiple calls, take time off work, and waste entire days trying to resolve the issue. Since the money did not reach the recipient on time, I am now required to make the same payment again and pay an additional $135. I am demanding both the refund of the $471 I sent and compensation from UPT for the financial loss caused by this incorrect reference number and delay. I want this serious grievance to be resolved as soon as possible.