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The Western Union Company Reviews (1762)

Dear [redacted] ,Western Union is writing in response to the complaint we received from you on 11/06/through the Revdex.comIn your complaint, you indicate that you used the Western Union services to make a payment for your student loan with the [redacted] in [redacted] ; however, you were recently informed by [redacted] that they did not receive your payment from October and you would like to obtain a refund for the transactionWestern has investigated this matterOur records indicate that your money transfers from 2014, and are identicalThe transaction in question was processed using the same swift code of the previous transactions outlined aboveThe swift code in question belongs to the [redacted] , as indicated by our bank processorSwift codes are information of public knowledge and it is also possible to confirm the name of the banking institution associated to a swift code through a regular browser search.The transaction under MTCN ending in was successful with a processing date of October This transaction was delivered with [redacted] as the receiving bankIt should be noted that the direct to bank service is meant for personal transactions, not for paymentsWestern Union cannot process a refund at this time since the funds were successfully delivered to the banking institution associated to the details provided at the time of sendThe receiving bank should be contacted so they can trace the deposit and generate a refund.Western Union has provided you with a trace of funds confirmation under separate coverPlease use that document to follow up with the receiving bank.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced while interacting with our Customer Service RepresentativesIt is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considers this case closedIf you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted] , and provide the Western Union Reference #: [redacted] You may also email us at [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/06/18) */ Dear [redacted] , [redacted] is responding to your June 3, complaint to the [redacted] In your complaint you expressed concern about having been scammed, we have attempted numerous times to contact you via email and phone, to obtain more specific detail about your complaint, and you have not responded We were able to locate a recent transaction Money Transfer Control Number XXX-XXX-to [redacted] on May 12, You reported to our customer service department, that the Agent location misspelled the receiver's nameWe have investigated this claim and have determined that there was no fault on the part of the [redacted] Agent, that they sent the transaction correctly, based on the information you provided to them in the To Send Money Form, the name was spelled [redacted] We have sent a copy of this form under separate cover for your records You contacted our customer service department and requested a name correction on May 13, and it was completed, you then changed your mind and asked for a refundThe refund was processed to you on May 14, [redacted] considers this case as closed Kind Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 4, 2015/07/02) */ Dear [redacted] , [redacted] is responding to your July 1, complaint to the [redacted] Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements [redacted] works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraudIn order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limitedA previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately Our records indicate that we have processed a refund back to your bank account on June 29, please allow three to five business days for bank processing Kind Regards, [redacted] Complaint Response Date bumped because: Holiday

Complaint: [redacted] I am rejecting this response because:My problem is that it should not of been paid out, without proper identification The id must not of been truely gone over in the actual location given the fact that I misspelled her name Can I have a copy of the id used in this case That should of drawn a red flag Secondly ive been told twice western Union investigstors was going to call me but never got any calls They say they thouroughly investigated but how do u do so without contacting the sender Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, the many Western Union Associates I spoke with never gave me the option of going to the bank and telling the bank what the reduced value was in order to cash it, which is how I got it cashedWestern Union needs to address this type of issue on their FAQs and educate their employees on how to resolve this type of complaint with their customers, if they want to keep their customers Sincerely, [redacted]

Dear [redacted] ,Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matterOur records indicate that a refund has been processed for the full amount of $5,You can pick up the funds using the new Money Transfer Control Number we provided you via a separate emailWe have attempted to contact you on various occasions via telephone; however, we have not been able to reach youThe funds have been sent back to Massachusetts; however, on August 8, you indicated via email that you were going to be out of the state visiting your aunt in MissouriPlease confirm if you would like to receive the funds in Missouri so we can change the destination.We regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industryWestern Union considered this case closedIf you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted] , and provide the Western Union Reference # [redacted] You may also email us [email protected], [redacted] ***

Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernThe handling of the case is being revisedProper coaching/feedback will be provided to the operator/s involved, if applicableWe worked with the Money Order team and were able to put a stop payment on the refunds checksThe full refund was provided to you by telephone on February 10, The funds are available for pick up at a Western Union locationThe details of the refund were also provided via e-mailAs a courtesy, the processing fees have been reimbursed.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced trying to obtain your refund As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group

Initial Business Response / [redacted] (1000, 4, 2015/10/27) */ Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the transaction that you sent on August 29, Our records indicate that the funds were correctly deposited on August 31, 2015, as indicated on your receipt We contacted you by telephone on October 27, You confirmed that your receiver was credited on the correct date Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group

Tell Dear Mr***: I am responding to your March 30, rebuttal complaint sent to the Revdex.com (Revdex.com)In your complaint, you expressed concern regarding the time frame it takes for your money transfer transactions to reach your bank accountYou stated that some are posted the next day, and others can take several daysYou have requested to know why your February 21, money transfer took days to show up in your accountWestern Union has investigated this matterOur records indicate the following: On February 21, at 6:PM Eastern Standard Time, you initiated a transfer for $at a Western Union agent location in [redacted] to the bank account of [redacted] located in [redacted] On February 21, at 7:PM Eastern Standard Time, your funds were delivered to the receiving bankThe intended payee information was provided on the money transfer transactionOn March 2, at 9:AM Eastern Standard Time, you contacted our Western Union Customer Care Center stating that the funds are not in the receiving accountWe explained that the funds had been sent and delivered to the receiving bank, and that it can take up to business days to have the funds applied to the accountWe explained that we will initiate a bank tracer on the fundsOn March 3, at 7:PM Eastern Standard Time, we initiated a bank trace to determine the status of the fundsOn March 6, at 9:AM Eastern Standard Time, we received the results of the bank traceYour bank confirmed receipt of the funds on February 21, 2017, and they were credited to receiving bank account on March 6, The delay that you experienced with your February 21, transaction was not caused by Western UnionThe funds were received by your receiving bank on that same dayPlease contact your bank for the processing delay information.Western Union is committed to protecting the interests of our customers, and takes actions to provide accurate delivery of goods, or rendering of serviceFor future transactions, you may want to contact the receiving bank to determine if they can apply the funds to the bank account soonerUnfortunately, Western Union has no control over the funds once they leave our institutionWestern Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at [redacted] , and provide the Western Union Reference # [redacted] You may also email us at [redacted] Sincerely,The Executive Resolutions Departmentus why here

Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernThe WU Pay department confirmed that the first payment from [redacted] Bank was received on November 14, As you mentioned in your complaint, you initiated the charge-back process with [redacted] Bank and the funds were reimbursed back to your account on November 19, Western Union was debited the amount, $402.99.Due to an internal technical glitch, Western Union was unable to apply the funds that were received through [redacted] Bank to the transfer (Money Transfer Control Number/MTCN)Western Union refunded your [redacted] account on December 7, At this point, your [redacted] Bank account had already been credited since November 19, 2015, therefore, two refunds for the same amount should appear in your bank statement, one, as a result of the charge-back request that was processed through your bank and the second one that was sent on December 7, directly from Western Union.The WU Pay department attempted to contact you by telephone on February 5, and but were unable to reach youPlease follow up with [redacted] Bank in case that you are not able to see the creditYour bank statement for the months of November and December should show two credits for $402.99.The payment that was received through TD Bank covered for the extra credit that you receivedOtherwise, a collection process would have initiated to recover the extra credit issued to your bank.As a courtesy, we have awarded your MYWU account with pointsThese points can be used to cover the fees on your next transactions.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced trying to obtain a refundPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group

Dear [redacted] , Western Union is responding to your complaint with the Revdex.com We have now completed our investigation and will address your concerns accordinglyOur records indicate that there are no issues on Western Union’s side that would prevent you from using our WUPay servicesWe see that the last transaction you sent, using the WUPay service, was declined due to a mismatch of the name on the transaction and the account that funded the transferAdditionally, we want to advise you that Western Union decided to discontinue WU Pay as a payment option for business reasonsHowever, you may still be able to transact online using your credit card or other payment options We have also reviewed the available call recordings and, based on the review, the appropriate follow up was made with the representatives in-question We apologize for any inconvenience this matter may have caused you At this time, Western Union considers this matter resolved and closedHowever, should you have any additional questions or require further assistance, please do not hesitate to contact us once more Kind Regards, [redacted]

Dear [redacted] This is in response to the complaint filed through the Revdex.comPlease know that we are actively working on your case; however, despite our best efforts, we have not been able to reach a resolution yetWe will continue to follow up until a final resolution can be provided to youWe regret any inconvenience that this has causedExecutive Resolutions Department Western Union

Dear Ms [redacted] ,Western Union is writing in response to the complaint received from you through the Revdex.com portal We have investigated this matterOn 11/27/2017, Western Union received a chargeback for the transaction under MTCN [redacted] coming from your bankOur collections department reached out to you at the phone number on file without success to understand the reason behind the chargeback/dispute They were not able to get in contact with you In order to claim the funds back, you must contact your bank to continue with the dispute and have them place a second chargebackIf your bank is not able to proceed with the claim, please contact our collections department at [email protected] to find a resolutionIn addition, since this case was reported as fraud, please provide the Risk Collections team a copy of a police report regarding this matter.Western Union considers this case closedIf you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted] You may also email us at [email protected] Sincerely,Executive Resolutions East Belford AvenueEnglewood, CO 80112Western Union Financial Services

Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have not received a response from the [redacted] (“***”)Western Union resubmitted your claim on 10/19/At this time, we do not have an exact time-frame when the claim would be resolved by the [redacted] however, on average, we receive a response from the bank of [redacted] within 90­-daysWestern Union acts on your behalf to send a claim to the ***This claim does not guarantee that payment will be recovered from the [redacted] as the [redacted] makes the final determination after conducting its own reviewWe will contact you via regular mail regarding any updates we receive from the *** We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group

Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedPlease note that we have concluded our investigation of your complaintThank you for your patience while we carried out our investigation Having considered the matters raised in your complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance Our records indicate the following: Money Transfer xxx-xxx- [redacted] was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements; thus, Western Union cancelled your transaction on November 23, Since your transaction was cancelled the same day that it was recorded, the settlement was never completed and Western Union did not receive the funds in questionAt this time, your recipient [redacted] is unable to use Western Union Services, however she is eligible to go through our Reinstatement processIn order to support you with this case, please have [redacted] complete the attached form and submit it at her earliest convenience to [redacted] , along with all the required supporting documentation described within the formMoney Transfer xxx-xxx-***; was refunded back to your bank account on November 14,Money Transfer x[redacted] , as per your request, has been fully refunded back to your bank account It should take 3-business days for the credit to reflect in your bank accountQuality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group

Dear [redacted] , Western Union is responding to your complaint to the Revdex.comWe have now completed our investigation and will address your concerns accordinglyOur records indicate the following: On April 12, 2016, you sent a transaction using our online services; On April 12, 2016, Western Union received the payment authorization and the transaction was made available for payout; On April 12, 2016, the transaction was collected by an individual, who presented a valid photo ID and all of the necessary information to collect the funds; On April 13, 2016, you have contacted our Customer Service Center, stating that you may be a victim of a fraudulent schemeAs the result, the representative has filed a fraud report and you were advised to contact local authorities; On May 5, 2016, Western Union has initiated a Non-Payment Claim (NPC) investigation as you stated that the payees name was misspelled; On May 19, 2016, the NPC investigation was completed and it was determined that the transaction was paid correctly, in accordance with our Terms and Conditions; On June 18, 2016, you have contacted Western Union, asking to re-investigate this matter; On June 23, 2016, a second NPC investigation was completed – all of the available information and documentation was reviewed, and it was determined that the transaction was paid correctlyAs stated in the letter sent to you on May 19, 2016: “The money transfer was paid correctly, according to Western Union’s terms and conditions as outlined on the back of the To Send Money formWestern Union is committed to protecting the interests of our customers and can only do so when our system is used properlyRegrettably, your funds can only be recovered from the individual who received the transaction.” If you wish to obtain additional information about the payee or the receiving location, or if you wish to obtain a copy of the documentation used to determine the outcome of the investigation, we would be more than happy to provide it to youHowever, we are unable to release the aforementioned information without a validly issued and served subpoena Western Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoenaThe subpoena request can be submitted to the following address: Western Union Financial Services, IncAttn: Custodian of Records [redacted] Western Union works frequently with police organizations around the world but it’s important to note that our role is not law enforcement and there are inherent dangers in trying to catch criminals, to both our Agents and customersBecause of this, and the fact that receivers can pick up funds anytime, from a broad number of locations, we cooperate with law enforcement agencies to help in the investigation and prosecution of people who take advantage of our services to commit fraudAt this time, Western Union considers this matter closedUnless new evidence is presented, we are unable to investigate this matterYour further recourse will be with the individual who collected the funds – Western Union will not be able to issue a refund as the correct procedures were followed and the transaction was paid to an individual who presented all of the correct information along with a valid photo identificationKind Regards, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/04/21) */ Dear [redacted] ***, Western Union is writing in response to the complaint you filed with the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly We need to obtain information from you, we have requested a bank statement from you, per our email correspondence you have declined to comply with this requestWe need the bank statement to include the name and contact information for the bank, as well as account numberWe understand the need for security, and you may black out information that does not pertain to our requestWe have also corresponded with an encrypted email to assist you with securityWe will need this information from you before we will be able to determine how to proceed My apologies for your overall experience and for the struggles you faced interacting with our operators over the phoneAs we are a global company, we have several customer service centers throughout the world where your call may be handled Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandableWhen identified, we can provide specific feedback to individual operatorsIf by chance you'd like to share any additional information that could help us identify the operator, please feel free to contact me at [redacted] @westernunion.com so that I may assist you with resolving your concern Best Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the transaction that you sent on May 5, Our records indicate that the transfer was deposited in the recipient's bank account that was specified at the time of send A separate e-mail was sent to you with the proof of depositThe receiver can use all the details provided to verify with the recipient's bank in case the funds are not reflected Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue Sincerely, Executive Resolutions Group

Initial Business Response / [redacted] (1000, 4, 2015/11/06) */ Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced The Compliance department reviewed the information that you provided and was able to make the funds available to your receiver in United Arab Emirates According to the terms and conditions available in the To Send Money Form, the service and funds availability depends on certain factors including the service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions") Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or externalIn order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customersAs a financial institution, we have a responsibility to preserve a safe and secure money transfer service We regret any inconvenience this matter has caused Sincerely, Executive Resolutions Group

Initial Business Response / [redacted] (1000, 4, 2015/11/02) */ Dear [redacted] , Western Union is responding to your October 8, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Western Union is required to screen all transactions and these are all subject to approvalSome transactions are immediately authorized, while certain money transfers may be placed on hold and others get cancelled and the reason may depend on our system's verification process Our records indicate that this transaction was paid on October 2, to your intended recipient We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry Kind Regards, [redacted] ***

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