Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Dear [redacted] A [redacted] , Western Union is responding to your October 8, complaint to the Revdex.com We have conducted an investigation on your behalf, our records indicate that Money Transfer Control Number XXX-XXX-was paid correctlyWe have included the copy of the Paid Correct Letter that was sent to you on August 5, sent to you under separate cover for privacy and security purposes We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and servicesOur investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of serviceWe are unable to reimburse youThe funds can only be recovered from the person who received themIf you want to obtain a copy of the documentation that was used for making this determination please call the number below If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police reportWe work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Kind Regards, [redacted] ***
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 was sent on February 9, As you stated, because the transaction was sent to the wrong account number, it was required to obtain approval from the subscriber that received the funds in error before we could re-route the funds to the correct companyOn February 17, the corresponding team received approval from the subscriber that received the funds in error and the money was successfully re-routed to the correct subscriber.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 have the funds sent to the correct subscriber 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 As a courtesy, we added points to your MYWU accountThe points will cover the fees on your next transactionWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced Our records indicate that our Netspend partners confirmed that your account does not show funds posting to the card account from [redacted] This is because the Sending Agent processed your transaction with the incorrect serviceA refund was processed to you corresponding to [redacted] which was provided to you in a separate emailYour account is negative $but an overdraft fee has not been assessed to your account We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because: The Western Union's continued avowal of responsibility for the failure to deliver to the right person the money I entrusted to them is for obvious reasons unacceptable If the company has done a thorough investigation as they claim, they would have found that they delivered the money to the wrong person In which case it is their responsibility to recover the money from the wrong person for delivery to the right person Additionally, Western Union keeps saying the company collaborates with the local authority if subpoena is filed, but the company does not specify which local authority it refers to I transacted the business in the US but the money was to be paid in Nigeria So which local police authority is Western Union referring to? If it is Nigeria, who pays for the expenses of traveling to Nigeria to secure a subpoena? Moreover, if the company has followed proper procedure, it would not have given my money to anyone other than the person I named The money was put on hold and the authority who I was asked to call, obtained all the information regarding the transaction from meI believe that this was the point at which my transaction was compromised because for the many years I had sent money through Western Union, my fund had never been put on hold and had been delivered to the right persons Western Union needs to thoroughly investigate what happened with my money at the holding site Whichever way one looks at it, Western Union has been responsible for botching the transaction and should be responsible for recovering the money and refunding it plus interest and compensation for the multiple inconveniences the company has caused me and the intended recipient of the fund entrusted to Western Union Sincerely, F [redacted]
Complaint: [redacted] I am rejecting this response because: I do not agreed with the decision made by western union I have called serval western union in Ghana. African bank, [redacted] , [redacted] bank. they advice me to contact western union in the netherland to provide the bank code, the singnature of the person,date of birth,photograph of the person, and bank adress Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/05/06) */ 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 Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our SystemWe, therefore, cannot reveal any information about Money Transfers to anyone but the senderWe have sent you a Third Party Release, under separate cover for security purposesWe will need this document to be completed and notarized, once this has been received, we will be happy to assist you We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind Regards, [redacted] ***
Dear [redacted] , Western Union is responding to your complaint to the Revdex.comWestern 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 quicklyWe need to obtain information from youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] so that I may assist you with resolving your concernWe 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] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/28) */ 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 Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted] @westernunion.com so that we may investigate the issue further Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsWestern Union 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 These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goalThe anti money laundering excuse was NEVER uttered by any member of the "customer service" teamThey repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over years? They could not answerThey do not know or seem to have a good command of the system they are referring toI have had no trouble until recentlyI have had the same computer, operating system, and account/payment methods the whole timeThe point, I am making is this is a bait and switch violationThey refuse your business online where it is cheaper, force you to a location in town and charge more moneyThe time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-Western Union customer service is sub standardVictimizes the customers into inconveniences of interrupted work day, extra expenses, and frustrationTheir dispute resolution and problem solving is terribleWhat could they possibly be proud of?!
Initial Business Response / [redacted] (1000, 9, 2015/11/15) */ Dear [redacted] Western Union is responding to your October 21, 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 Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsWestern Union 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 this transaction was canceled, and the funds were not taken from your account Quality service to our consumers is our primary concern at Western UnionMy apologies for your overall experience and for the struggles you faced interacting with our operators over the phone When 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 us at the following email address: [redacted] @westernunion.com Kind Regards, [redacted] Complaint Response Date bumped because: Holiday
Mr [redacted] ,This is in response to the rebuttal regarding documentation of the fraud activity that occurred at your agent location.You were contacted by your Western Union Account ExecutiveYour Account Executive provided the Fraud and Transaction Summary report directly to youThe information you requested appears in the report.If you require additional information, you need to directly contact your account executiveWestern Union considers this case closed.Sincerely,Western Union Executive Resolution Team
Dear Mrs [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 the two requests were received by Western Union in April 2016; however, no Forgery requests arrived until October Upon receipt of the requests, the forgery collection claims were initiated and sent to the bank on October 19, Please be aware that forgery claims take 90-days to be resolved and since the request was not received until October, no updates have been provided by the bank and they are still pending.In addition, when a money order is subject to a forgery investigation, it is up to the Bank of First Deposit (BOFD) to honor or decline the complaint based on the outcome of their internal investigationWestern Union cannot guarantee that payment will be recovered from BOFD since Western Union is only acting on your behalf; however, the final determination is made by the Bank of First Deposit.Best regards, [redacted] ***Executive Resolutions Specialist [redacted] ***Office: ###-###-####Email: [redacted] Tell us why here
Dear [redacted] ***,Western Union is responding to your 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.We are in receipt of your change of address letter, however we require that it be notarized before we can proceed with processing your requestWe have sent instruction to you under separate cover for security and privacy purposes, please reply to that email and we will assist you.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 industryKind Regards, [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 me. 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 matterAs discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to be refunded and the "Refund Request Form" was never receivedSince the form is required to proceed with the investigation, on June 28, we sent you the forms via a separate email and on June 29, we received the completed documentationWe have forwarded the documentation to the Money Order Department for processing.We regret any inconvenience this matter may have caused It 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], The Western Union Executive Resolutions Team
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 me Sincerely, [redacted] ***
Dear Mr [redacted] : I am responding to your September complaint to the Revdex.com (Revdex.com)In your complaint you stated that you purchased a Western Union money order in the amount of $750.00, of which you made payable to [redacted] **You stated that [redacted] said the funds were not good and sent the money order back as “Refer to Maker”We have investigated your claim, and our records show that your Western Union money order in the amount of $ending in #was “Paid Clean” to your payee with the first presentmentYou are not entitled to any additional financial settlementsA copy of the cashed item will be sent to you under separate coverWestern Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer 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 quicklyWestern Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted] You may also email us at [redacted] Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted] , This is in response to the complaint you filed with the RevDex.com. We sincerely apologize for the problems you have experienced. We have reviewed the transaction that you sent on January 31, 2016. The transaction hit a security filter and additional... verification with the Compliance department was needed. 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 external. In order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service.Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues: 1. WESTERN UNION ("WU") MONEY TRANSFER® SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. 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"). The Compliance department reviewed the information that you provided and was able to make the funds available for the receiver on February 1, 2016. You were informed by telephone on February 1, 2016 that the funds had been made available for the receiver to collect. The Customer Service Representative advised you to inform the receiver that he could visit a location to collect the funds. The receiver successfully picked up the funds on the same day. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced working with our Customer Support group. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. The call recordings will be reviewed and proper feedback/coaching will be provided, if applicable. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because:please give western union money order number # [redacted] they are requesting number to look into my complaint at this time I have not received a call or have received a free copy of money order or a refund in the amount of dollars so this complaint is far from resolved Sincerely, [redacted]
Dear [redacted] ,This is in response to the complaint you filed with the Revdex.com regarding the money transfer you sent on April 24, 2017.At this time, an investigatino into your concerns has been initiated and we wil provide you with our findings as soon as possibleUnfortunately, we have been unable to attain a resolution despite our best efforts.Please be assured that we will respond to you under a separate cover once the investigation is completed.Sincerely,Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/05/18) */ 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 have communicated with you, and requested the name of your recipient, or a Money Transfer Control Number as we are unable to locate a transaction, to date we have not been in receipt of the details requestedPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Dear [redacted] A [redacted] , Western Union is responding to your October 8, complaint to the Revdex.com We have conducted an investigation on your behalf, our records indicate that Money Transfer Control Number XXX-XXX-was paid correctlyWe have included the copy of the Paid Correct Letter that was sent to you on August 5, sent to you under separate cover for privacy and security purposes We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and servicesOur investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of serviceWe are unable to reimburse youThe funds can only be recovered from the person who received themIf you want to obtain a copy of the documentation that was used for making this determination please call the number below If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police reportWe work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Kind Regards, [redacted] ***
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 was sent on February 9, As you stated, because the transaction was sent to the wrong account number, it was required to obtain approval from the subscriber that received the funds in error before we could re-route the funds to the correct companyOn February 17, the corresponding team received approval from the subscriber that received the funds in error and the money was successfully re-routed to the correct subscriber.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 have the funds sent to the correct subscriber 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 As a courtesy, we added points to your MYWU accountThe points will cover the fees on your next transactionWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced Our records indicate that our Netspend partners confirmed that your account does not show funds posting to the card account from [redacted] This is because the Sending Agent processed your transaction with the incorrect serviceA refund was processed to you corresponding to [redacted] which was provided to you in a separate emailYour account is negative $but an overdraft fee has not been assessed to your account We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because: The Western Union's continued avowal of responsibility for the failure to deliver to the right person the money I entrusted to them is for obvious reasons unacceptable If the company has done a thorough investigation as they claim, they would have found that they delivered the money to the wrong person In which case it is their responsibility to recover the money from the wrong person for delivery to the right person Additionally, Western Union keeps saying the company collaborates with the local authority if subpoena is filed, but the company does not specify which local authority it refers to I transacted the business in the US but the money was to be paid in Nigeria So which local police authority is Western Union referring to? If it is Nigeria, who pays for the expenses of traveling to Nigeria to secure a subpoena? Moreover, if the company has followed proper procedure, it would not have given my money to anyone other than the person I named The money was put on hold and the authority who I was asked to call, obtained all the information regarding the transaction from meI believe that this was the point at which my transaction was compromised because for the many years I had sent money through Western Union, my fund had never been put on hold and had been delivered to the right persons Western Union needs to thoroughly investigate what happened with my money at the holding site Whichever way one looks at it, Western Union has been responsible for botching the transaction and should be responsible for recovering the money and refunding it plus interest and compensation for the multiple inconveniences the company has caused me and the intended recipient of the fund entrusted to Western Union Sincerely, F [redacted]
Complaint: [redacted] I am rejecting this response because: I do not agreed with the decision made by western union I have called serval western union in Ghana. African bank, [redacted] , [redacted] bank. they advice me to contact western union in the netherland to provide the bank code, the singnature of the person,date of birth,photograph of the person, and bank adress Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/05/06) */ 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 Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our SystemWe, therefore, cannot reveal any information about Money Transfers to anyone but the senderWe have sent you a Third Party Release, under separate cover for security purposesWe will need this document to be completed and notarized, once this has been received, we will be happy to assist you We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind Regards, [redacted] ***
Dear [redacted] , Western Union is responding to your complaint to the Revdex.comWestern 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 quicklyWe need to obtain information from youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] so that I may assist you with resolving your concernWe 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] ***
Initial Business Response / [redacted] (1000, 4, 2015/05/28) */ 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 Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted] @westernunion.com so that we may investigate the issue further Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsWestern Union 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 These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goalThe anti money laundering excuse was NEVER uttered by any member of the "customer service" teamThey repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over years? They could not answerThey do not know or seem to have a good command of the system they are referring toI have had no trouble until recentlyI have had the same computer, operating system, and account/payment methods the whole timeThe point, I am making is this is a bait and switch violationThey refuse your business online where it is cheaper, force you to a location in town and charge more moneyThe time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-Western Union customer service is sub standardVictimizes the customers into inconveniences of interrupted work day, extra expenses, and frustrationTheir dispute resolution and problem solving is terribleWhat could they possibly be proud of?!
Initial Business Response / [redacted] (1000, 9, 2015/11/15) */ Dear [redacted] Western Union is responding to your October 21, 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 Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsWestern Union 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 this transaction was canceled, and the funds were not taken from your account Quality service to our consumers is our primary concern at Western UnionMy apologies for your overall experience and for the struggles you faced interacting with our operators over the phone When 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 us at the following email address: [redacted] @westernunion.com Kind Regards, [redacted] Complaint Response Date bumped because: Holiday
Mr [redacted] ,This is in response to the rebuttal regarding documentation of the fraud activity that occurred at your agent location.You were contacted by your Western Union Account ExecutiveYour Account Executive provided the Fraud and Transaction Summary report directly to youThe information you requested appears in the report.If you require additional information, you need to directly contact your account executiveWestern Union considers this case closed.Sincerely,Western Union Executive Resolution Team
Dear Mrs [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 the two requests were received by Western Union in April 2016; however, no Forgery requests arrived until October Upon receipt of the requests, the forgery collection claims were initiated and sent to the bank on October 19, Please be aware that forgery claims take 90-days to be resolved and since the request was not received until October, no updates have been provided by the bank and they are still pending.In addition, when a money order is subject to a forgery investigation, it is up to the Bank of First Deposit (BOFD) to honor or decline the complaint based on the outcome of their internal investigationWestern Union cannot guarantee that payment will be recovered from BOFD since Western Union is only acting on your behalf; however, the final determination is made by the Bank of First Deposit.Best regards, [redacted] ***Executive Resolutions Specialist [redacted] ***Office: ###-###-####Email: [redacted] Tell us why here
Dear [redacted] ***,Western Union is responding to your 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.We are in receipt of your change of address letter, however we require that it be notarized before we can proceed with processing your requestWe have sent instruction to you under separate cover for security and privacy purposes, please reply to that email and we will assist you.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 industryKind Regards, [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 me. 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 matterAs discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to be refunded and the "Refund Request Form" was never receivedSince the form is required to proceed with the investigation, on June 28, we sent you the forms via a separate email and on June 29, we received the completed documentationWe have forwarded the documentation to the Money Order Department for processing.We regret any inconvenience this matter may have caused It 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], The Western Union Executive Resolutions Team
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 me Sincerely, [redacted] ***
Dear Mr [redacted] : I am responding to your September complaint to the Revdex.com (Revdex.com)In your complaint you stated that you purchased a Western Union money order in the amount of $750.00, of which you made payable to [redacted] **You stated that [redacted] said the funds were not good and sent the money order back as “Refer to Maker”We have investigated your claim, and our records show that your Western Union money order in the amount of $ending in #was “Paid Clean” to your payee with the first presentmentYou are not entitled to any additional financial settlementsA copy of the cashed item will be sent to you under separate coverWestern Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer 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 quicklyWestern Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted] You may also email us at [redacted] Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted] , This is in response to the complaint you filed with the RevDex.com. We sincerely apologize for the problems you have experienced. We have reviewed the transaction that you sent on January 31, 2016. The transaction hit a security filter and additional... verification with the Compliance department was needed. 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 external. In order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service.Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues: 1. WESTERN UNION ("WU") MONEY TRANSFER® SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. 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"). The Compliance department reviewed the information that you provided and was able to make the funds available for the receiver on February 1, 2016. You were informed by telephone on February 1, 2016 that the funds had been made available for the receiver to collect. The Customer Service Representative advised you to inform the receiver that he could visit a location to collect the funds. The receiver successfully picked up the funds on the same day. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced working with our Customer Support group. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. The call recordings will be reviewed and proper feedback/coaching will be provided, if applicable. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because:please give western union money order number # [redacted] they are requesting number to look into my complaint at this time I have not received a call or have received a free copy of money order or a refund in the amount of dollars so this complaint is far from resolved Sincerely, [redacted]
Dear [redacted] ,This is in response to the complaint you filed with the Revdex.com regarding the money transfer you sent on April 24, 2017.At this time, an investigatino into your concerns has been initiated and we wil provide you with our findings as soon as possibleUnfortunately, we have been unable to attain a resolution despite our best efforts.Please be assured that we will respond to you under a separate cover once the investigation is completed.Sincerely,Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/05/18) */ 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 have communicated with you, and requested the name of your recipient, or a Money Transfer Control Number as we are unable to locate a transaction, to date we have not been in receipt of the details requestedPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***