Initial Business Response / [redacted] (1000, 4, 2015/10/26) */ Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced The original refund check that was sent to you on February 4, was stopped on March 3, as per your request since you did not receive itBased on the communication that we have had with you via e-mail, you confirmed that your physical address is still the same as the one registered in the transfer An overnight delivery request was processed to send you the refund check as soon as possibleFedEx's tracking number was shared with youThe check will arrive to your physical address on October 26, Western Union apologizes that you found difficulty working with our Customer SupportWe 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, 2015/08/05) */ Dear [redacted] ***, Western Union is responding to your July 20, complaint to the Revdex.com We have issued a refund to you in the amount of $under Money Transfer Control Number XXX-XXX-***, this has been sent to you under separate cover for privacy and security purposes, and is available to you at any Western Union Agent location in FloridaPlease provide this number and a valid government issued ID at payout Kind Regards, [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.This is to inform you that we did receive documentation from you regarding the checkThe Money Order team requires additional proof of purchase before they can initiate the refund processThe documents that you have sent us, include a $check with a note saying that this is proof of purchase, however, this is not a Western Union item, therefore it will not be accepted as valid proof of purchaseWe would like to note that in order to proceed with this request you should submit any or all available parts of a money orderWe are strictly audited for the transactions that we release, therefore it is mandatory for all customers to provide any proof of purchase (POP) as without it we are unable to determine if this is the rightful owner requesting a refundPlease see a list of acceptable POP below -The original item (ideal)-The original cash register receipt-Other Money Orders purchased at the same location for the same amount-A bank statement-A resident’s ledger-A police report-A lease agreement-Any sort of contract or agreement verifying the intended purpose of the paymeofficial letter from the store with the following details: -The customer’s full name -The full purchase details: amount, date, Money Order# -An official signature & stamp from the selling locationWe have sent you e-mails on February 24, 2016, March and but have yet not received any response.Please send the additional details by fax or e-mail and we will make sure to have the Money Order team review the information.Quality service to our consumers is our primary concern at Western UnionPlease 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] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedOur records indicate that we received a call from you on May 9, 2017, to discontinue your Western Union Paymap Automatic Payment PlanYour plan was canceled on the same day If you have any further questions related to your payment plan please contact [redacted] We regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because this is still an error on the part of Western Union and not something I should bare the burden of resolving The recipient is a large university and not capable of tracking funds to know of duplicate transactions If a recall needs to be performed in order for Western Union to recover money, the burden for doing so should be on Western Union I received only a single telephone call from Western Union asking me to confirm a single transaction before it was completed Therefore, this is not an error on my part Western Union has intentionally overcomplicated this issue and delayed the resolution for far too long Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/22) */ Dear [redacted] , Western Union is responding to your September 9, 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 need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] Laker
Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ Dear [redacted] ***, Although some regulations on Cuba transactions have been relaxed, U.S- based financial services companies like Western Union are still required to comply with the sanctions established by the U.SOffice of Foreign Assets Control (OFAC) and are subject to OFAC regulationsAs the political climate between the U.Sand Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations We have issued a refund to you per your request in the amount of $Please allow five to seven days for bank processing 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] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of this date, we have not received a call to withdraw this refund I have made over phone calls and have sent over emails to get this resolvedWhile I understand we companies must follow regulations, I do not agree with the fact that it has taken over months to process this refundI am an elder person, out of work, relying with very little income to support myself According to their policy, there is a days refund policy which they did not comply withThis is an unreliable company that should not be in business Final Business Response / [redacted] (4000, 8, 2015/12/04) */ Dear [redacted] ***, Our decision on this matter has not changed Although some regulations on Cuba transactions have been relaxed, U.S- based financial services companies like Western Union are still required to comply with the sanctions established by the U.SOffice of Foreign Assets Control (OFAC) and are subject to OFAC regulationsAs the political climate between the U.Sand Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations We have issued a refund to you per your request in the amount of $Please allow five to seven days for bank processingThe refund time frame is contingent on when we receive requested documentation for the OFAC regulations Western Union considers this case closed Kind Regards, [redacted] ***
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 need to obtain information from you but have been unable to reach 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 concern.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] Tell us why here
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] ***
I sent a wire transfer via Western Union (WU) on June 10th, 2017. I was told at the counter to call in to WU and was provided with a phone #. I called immediately while at the counter with the Representative. After working the million prompts and then being on hold, I finally got an actual person... who then said the WU system was down and for me to call back in 20 Minutes. I did then I was told to call back in 1 hour, then 2 hours. I asked to speak with a supervisor. He came on the line and said to call back in 15-20 minutes. When I did, once again was told I had to call back in 1-2 hours even though the recording kept saying to call back in 30 minutes. I spent hours doing that. I was told someone would call me back within an hour. I'm still waiting for that happen and its now 8:11PM on June 11th, 2017 and I still have NOT gotten a refund and they still have NOT released the funds to the receiver. I waited this morning and of course no one from WU called me. I called on my break and ever since then, I've been on the phone with Western Union. They hung up on me a million times. Proudly declared that WU can do whatever it is that they want. A previous representative said, "WU is a giant, you don't know who you're up against". This is a habit, a pattern with wu. They have no one holding them accountable and therefore they get to do whatever they want. Each Representative I spoke with had a different story. ALL LIES. THEY LIE and LIE and LIE some more. Yesterday it was system down, then verification, then I was told the WU Location where I sent the money from did not send them an e-mail, which today turned out to a total lie when I got to the location, they Representative on the phone was speechless spoke with the Rep at the WU Location and was told all the documentation was submitted immediately according to protocol. The Manager at the WU Location also confirmed that. Then they lied and said the Rep could cancel the transaction and give me my money back from the location, when she got on the phone, they LIED once again and told her they cannot, that I would have to at atleast another 24 hours. I want my money back. I want my $160 transaction fee back. I'm all for verifcation and prevention, but this was nothing of the sort. This was WU doing whatever WU wanted to do and forget about how they affect people. If they were so concern about fraud or verification or any of the lies they told, then why not just refund me my money? Why hold my money hostage and then get rude and act as though I have no right or reason to be upset - ANGRY. WU was not doing me a favor. I paid them for a service, a service to be rendered within 20 minutes, instead it took them almost 2 days and then they have the audacity to tell me they can do whatever they want. UNACCEPTABLE ON EVERY LEVEL and Shame on WU and all those that allow them to continue to abuse and railroad and take advantage of consumers. Like I've said before and I will say it again, the rich gets richer and the poor gets poorer because I have to work to help my family and then I pay $160 wire transfer fee and still have to take time off work in order for them to get it while WU hold onto my money for as long as they want, get the service fee and interest and eventually if they feel like they may or may not decide to payout the money or return it, whatever they decide to do on any given day and as a consumer we have no say. No rights. They throw out their fine prints that the once again the WU Representatives so eagerly point out that "no one reads" yet they continue to put in fine print because they can get away with it. I want my fee back. It's the absolute least WU could do after all this hassle.
Initial Business Response / [redacted] (1000, 4, 2015/08/17) */ Dear [redacted] ***, Western Union is responding to your July 28, complaint to the Revdex.com We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services Our 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 themWe have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination 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 caseIf you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Western Union response has been the same without providing the basic evidence that is requiredI do not accept their hollow response, and I have said time and time again from the very day I reported this case! I challenged them to provide me with basic evidence, and they have still not provided any, and they insist this case should addressed locally in Ghana, which really does not make sense, and it an insult to my intelligence They are failing to address an issue which they are aware is going on, because of their inefficiency in scrutinizing their own international agentsI have stopped using them, because this is a complain that is going on,and they are not doing their job in checking that,after almost years...I now use MoneyGram because they are more efficient I requested for the following: A customer's Receipt....(A form that all customers complete and sign before the agent process and give the money (Not an agent receipt)...old copy from my brother attached I did not ask for an agent receipt...(which is the only proof.they provide with a forged signature( them forgetting that, even their own agent can forged and cash that money I have also attached my brother's passport bearing his "signature" for them to compare, which is the same as the one on the customer's receipt(Sample my brother provided from old monies that I sent to him Please let them compare the signature on the old customer receipt that my brother provided as well as the one on his passport......and COMPARE them with the only proof western Union provide(agent receipt)....one can clearly see the signature on the agent's receipt has been forged! please take a minute and review The sample(old) customer's receipt that my brother provided has the name of the bank where monies get cashed...please review! ADB...Agriculture Development Bank located at Dansoman Estate..which is where my brother leaves, and cashes all monies that I send to him I therefore challenge them to produce the customer's receipt!....(Sample attached) This money was said to have been cashed at a different location ..not even a bank....I want Western Union to provide the exact, location and name of the bank where this money was cashed I want them to give me back my money,because I trusted them and paid the $to give the $to my brother, and they have failed their part of the contract I will not stop here, and will also go to the local media and report, and will make sure they pay for all damagesI will ask my Lawyer also to proceed with legal action, since I have tried all diplomatic means to get back my hard earned money to no avail Thank you [redacted] Final Business Response / [redacted] (4000, 8, 2015/08/27) */ Dear [redacted] ***, Western Union is responding to your August 26, rebuttal to the Revdex.com Our position has not changed with this matter, you will need to follow the instructions outlined below for us to assist you further 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 themWe have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination 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 caseIf you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Western Union considers this case closed Kind Regards, [redacted] ***
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 reviewed the transaction that you sent on April 2, 2016. Due to an internal technical glitch, the system put the transfer on hold.... The transaction was successfully picked up by the intended recipient on April 5, 2016. As a courtesy, your MYWU account has been awarded with 300 points. The points can be used to cover the fees on your next two 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. Please 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 rebuttal to the Revdex.com.Please be advised that the case under Money Transfer Control Number XXX-XXX-was reviewed and the transaction is considered as paid properlyWe have sent a copy of the Paid Correct Letter which was mailed to you via USPS under separate cover for privacy and security purposes.Western Union considers this case closed.Kind Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dear Resolution Team, While my "sending money ability" has been restored; no one from Western union ever bothered to contact me. To claim here that no rejected transations can be found is a flat out lie. As I respect BBB policy I will not post all the emails here. In regards to the Gold Card being discountinued I never received any notice of that. Sincerely, [redacted]
Dear Mr [redacted] , This is in response to the second rebuttal to a complaint you filed with the Revdex.comPlease be advised that on April 26th and May 1st we provided you via email with the required Customer Access Request FormFurthermore, we also left a voicemail on May 8th; however, we have not received a responseOnce the required documentation is provided we will kindly re-open your case Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for any struggles you may have faced interacting with our Customer Service RepresentativesSincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.comWestern Union has investigated this matter; our records indicate that on February 01, you initiated a Western Union money transfer from the United States to South Africa via Money Transfer Control Number (MTCN) [redacted] We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activityWe apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasonsPlease refer to Western Union’s Terms and Conditions at www.wu.com for more informationWestern 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 #: You may also email us at [email protected] Sincerely, Executive Resolutions Department Western Union
Western Union Reference Number: [redacted] Dear [redacted] ***, Western Union is writing in response to the complaint you filed with the Revdex.com on 10/24/In your complaint, you indicate that you were a victim of a scam and you would like to be reimbursedYou indicate that Western Union did not aid in preventing this hardship and you had difficulties with law enforcement acquiring information from our customer service representativesWestern Union has investigated your concernsOur records indicate that you sent two transactions from The United States totaling $1,to two consumers located in CaliforniaPlease review the information referenced below for further details pertaining to the transaction in question MTCN: [redacted] On 10/03/at 18:50:Eastern Standard Time, you initiated a transfer for $to [redacted] in CaliforniaOn 10/03/at 21:09:Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected Western Union’s policies and procedures were properly followed, and the transaction was paid correctly A refund is not available as the funds were paid to the named payee as directed MTCN: [redacted] On 10/04/at 18:06:Eastern Standard Time, you initiated a transfer for $to [redacted] in CaliforniaOn 10/04/at 19:31:Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected Western Union’s policies and procedures were properly followed, and the transaction was paid correctly A refund is not available as the funds were paid to the named payee as directedPlease note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for paymentWestern Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scamsFor example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.comAlso, Western Union’s website and the Send Money forms provided at the agent location also contain a toll-free number consumers may call if they suspect they have been a victim of fraud When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigationAccording to our records, a fraud report was filed for both individuals with Western Union on 10/6/and 10/9/2017, fraud case number: [redacted] and [redacted] Western Union has taken steps to identify the named receivers in order to block them from receiving Western Union money transfers in the futureDue to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena Western Union is willing to assist law enforcement with their investigationDue to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena The aforementioned request can be submitted by law enforcement via the following channels: Address: Western Union Financial Services, IncAttn: Custodian of Records EBelford Avenue, M21AEnglewood, CO Email: [email protected] Quality service to our consumers is our primary concern at Western UnionOur 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 industryWestern Union considers this case as closedIf you have additional questions or concerns regarding this complaint or resolution, please contact Corporate Headquarters at 720-332-1000, and provide the Western Union Reference # [redacted] You may also email us at [email protected] Sincerely, The Executive Resolutions Team
Dear [redacted] ***, Western Union is responding to your complaint to the RevDex.com. We have investigated your complaint and we will not be able to accommodate your request for a personal apology from the agent. We communicated that the issues that you have reported about the... problems the receiver faced in [redacted] have been addressed by our investigating department internally, these processes cannot be disclosed to you due to confidentiality and privacy policies that we are required to adhere to. To address any future issues with transactions sent, we cannot guarantee since a previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. To address your request for compensation. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting [redacted] All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. Western Union considers this case closed.Best Regards, [redacted] ***
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have reviewed the transaction that you sent on March 17, Our obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipientOur records indicate that the receiver showed up at the specified destination holding the details of the transfer.Unfortunately, we are unable to comply with your request for a refundYour funds can only be recovered from the individual who received the funds in this transactionIf you believe you may be a victim of fraud, you should contact your local law enforcement and file a reportAs a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well.If your local law enforcement requires documentation from Western Union (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the requestWestern Union Financial Services, Inc.Attn: Custodian of RecordsEBelford Avenue, M21A2Englewood, CO Quality 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] This is in response to the complaint that you filed through the Revdex.comPlease be advised that your complaint is currently under investigation, unfortunately we have not been able to reach a resolution in this matter yet, despite of our best effortsA resolution will be provided as soon as it is availableWe regret any inconvenience that this matter could have causedIf you have any questions, please let me knowSincerely, Western Union Executive Resolutions Specialist
Initial Business Response / [redacted] (1000, 4, 2015/10/26) */ Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced The original refund check that was sent to you on February 4, was stopped on March 3, as per your request since you did not receive itBased on the communication that we have had with you via e-mail, you confirmed that your physical address is still the same as the one registered in the transfer An overnight delivery request was processed to send you the refund check as soon as possibleFedEx's tracking number was shared with youThe check will arrive to your physical address on October 26, Western Union apologizes that you found difficulty working with our Customer SupportWe 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, 2015/08/05) */ Dear [redacted] ***, Western Union is responding to your July 20, complaint to the Revdex.com We have issued a refund to you in the amount of $under Money Transfer Control Number XXX-XXX-***, this has been sent to you under separate cover for privacy and security purposes, and is available to you at any Western Union Agent location in FloridaPlease provide this number and a valid government issued ID at payout Kind Regards, [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.This is to inform you that we did receive documentation from you regarding the checkThe Money Order team requires additional proof of purchase before they can initiate the refund processThe documents that you have sent us, include a $check with a note saying that this is proof of purchase, however, this is not a Western Union item, therefore it will not be accepted as valid proof of purchaseWe would like to note that in order to proceed with this request you should submit any or all available parts of a money orderWe are strictly audited for the transactions that we release, therefore it is mandatory for all customers to provide any proof of purchase (POP) as without it we are unable to determine if this is the rightful owner requesting a refundPlease see a list of acceptable POP below -The original item (ideal)-The original cash register receipt-Other Money Orders purchased at the same location for the same amount-A bank statement-A resident’s ledger-A police report-A lease agreement-Any sort of contract or agreement verifying the intended purpose of the paymeofficial letter from the store with the following details: -The customer’s full name -The full purchase details: amount, date, Money Order# -An official signature & stamp from the selling locationWe have sent you e-mails on February 24, 2016, March and but have yet not received any response.Please send the additional details by fax or e-mail and we will make sure to have the Money Order team review the information.Quality service to our consumers is our primary concern at Western UnionPlease 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] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedOur records indicate that we received a call from you on May 9, 2017, to discontinue your Western Union Paymap Automatic Payment PlanYour plan was canceled on the same day If you have any further questions related to your payment plan please contact [redacted] We regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Complaint: [redacted] I am rejecting this response because this is still an error on the part of Western Union and not something I should bare the burden of resolving The recipient is a large university and not capable of tracking funds to know of duplicate transactions If a recall needs to be performed in order for Western Union to recover money, the burden for doing so should be on Western Union I received only a single telephone call from Western Union asking me to confirm a single transaction before it was completed Therefore, this is not an error on my part Western Union has intentionally overcomplicated this issue and delayed the resolution for far too long Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/22) */ Dear [redacted] , Western Union is responding to your September 9, 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 need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] Laker
Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ Dear [redacted] ***, Although some regulations on Cuba transactions have been relaxed, U.S- based financial services companies like Western Union are still required to comply with the sanctions established by the U.SOffice of Foreign Assets Control (OFAC) and are subject to OFAC regulationsAs the political climate between the U.Sand Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations We have issued a refund to you per your request in the amount of $Please allow five to seven days for bank processing 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] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of this date, we have not received a call to withdraw this refund I have made over phone calls and have sent over emails to get this resolvedWhile I understand we companies must follow regulations, I do not agree with the fact that it has taken over months to process this refundI am an elder person, out of work, relying with very little income to support myself According to their policy, there is a days refund policy which they did not comply withThis is an unreliable company that should not be in business Final Business Response / [redacted] (4000, 8, 2015/12/04) */ Dear [redacted] ***, Our decision on this matter has not changed Although some regulations on Cuba transactions have been relaxed, U.S- based financial services companies like Western Union are still required to comply with the sanctions established by the U.SOffice of Foreign Assets Control (OFAC) and are subject to OFAC regulationsAs the political climate between the U.Sand Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations We have issued a refund to you per your request in the amount of $Please allow five to seven days for bank processingThe refund time frame is contingent on when we receive requested documentation for the OFAC regulations Western Union considers this case closed Kind Regards, [redacted] ***
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 need to obtain information from you but have been unable to reach 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 concern.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] Tell us why here
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] ***
I sent a wire transfer via Western Union (WU) on June 10th, 2017. I was told at the counter to call in to WU and was provided with a phone #. I called immediately while at the counter with the Representative. After working the million prompts and then being on hold, I finally got an actual person... who then said the WU system was down and for me to call back in 20 Minutes. I did then I was told to call back in 1 hour, then 2 hours. I asked to speak with a supervisor. He came on the line and said to call back in 15-20 minutes. When I did, once again was told I had to call back in 1-2 hours even though the recording kept saying to call back in 30 minutes. I spent hours doing that. I was told someone would call me back within an hour. I'm still waiting for that happen and its now 8:11PM on June 11th, 2017 and I still have NOT gotten a refund and they still have NOT released the funds to the receiver. I waited this morning and of course no one from WU called me. I called on my break and ever since then, I've been on the phone with Western Union. They hung up on me a million times. Proudly declared that WU can do whatever it is that they want. A previous representative said, "WU is a giant, you don't know who you're up against". This is a habit, a pattern with wu. They have no one holding them accountable and therefore they get to do whatever they want. Each Representative I spoke with had a different story. ALL LIES. THEY LIE and LIE and LIE some more. Yesterday it was system down, then verification, then I was told the WU Location where I sent the money from did not send them an e-mail, which today turned out to a total lie when I got to the location, they Representative on the phone was speechless spoke with the Rep at the WU Location and was told all the documentation was submitted immediately according to protocol. The Manager at the WU Location also confirmed that. Then they lied and said the Rep could cancel the transaction and give me my money back from the location, when she got on the phone, they LIED once again and told her they cannot, that I would have to at atleast another 24 hours. I want my money back. I want my $160 transaction fee back. I'm all for verifcation and prevention, but this was nothing of the sort. This was WU doing whatever WU wanted to do and forget about how they affect people. If they were so concern about fraud or verification or any of the lies they told, then why not just refund me my money? Why hold my money hostage and then get rude and act as though I have no right or reason to be upset - ANGRY. WU was not doing me a favor. I paid them for a service, a service to be rendered within 20 minutes, instead it took them almost 2 days and then they have the audacity to tell me they can do whatever they want. UNACCEPTABLE ON EVERY LEVEL and Shame on WU and all those that allow them to continue to abuse and railroad and take advantage of consumers. Like I've said before and I will say it again, the rich gets richer and the poor gets poorer because I have to work to help my family and then I pay $160 wire transfer fee and still have to take time off work in order for them to get it while WU hold onto my money for as long as they want, get the service fee and interest and eventually if they feel like they may or may not decide to payout the money or return it, whatever they decide to do on any given day and as a consumer we have no say. No rights. They throw out their fine prints that the once again the WU Representatives so eagerly point out that "no one reads" yet they continue to put in fine print because they can get away with it. I want my fee back. It's the absolute least WU could do after all this hassle.
Initial Business Response / [redacted] (1000, 4, 2015/08/17) */ Dear [redacted] ***, Western Union is responding to your July 28, complaint to the Revdex.com We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services Our 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 themWe have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination 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 caseIf you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Western Union response has been the same without providing the basic evidence that is requiredI do not accept their hollow response, and I have said time and time again from the very day I reported this case! I challenged them to provide me with basic evidence, and they have still not provided any, and they insist this case should addressed locally in Ghana, which really does not make sense, and it an insult to my intelligence They are failing to address an issue which they are aware is going on, because of their inefficiency in scrutinizing their own international agentsI have stopped using them, because this is a complain that is going on,and they are not doing their job in checking that,after almost years...I now use MoneyGram because they are more efficient I requested for the following: A customer's Receipt....(A form that all customers complete and sign before the agent process and give the money (Not an agent receipt)...old copy from my brother attached I did not ask for an agent receipt...(which is the only proof.they provide with a forged signature( them forgetting that, even their own agent can forged and cash that money I have also attached my brother's passport bearing his "signature" for them to compare, which is the same as the one on the customer's receipt(Sample my brother provided from old monies that I sent to him Please let them compare the signature on the old customer receipt that my brother provided as well as the one on his passport......and COMPARE them with the only proof western Union provide(agent receipt)....one can clearly see the signature on the agent's receipt has been forged! please take a minute and review The sample(old) customer's receipt that my brother provided has the name of the bank where monies get cashed...please review! ADB...Agriculture Development Bank located at Dansoman Estate..which is where my brother leaves, and cashes all monies that I send to him I therefore challenge them to produce the customer's receipt!....(Sample attached) This money was said to have been cashed at a different location ..not even a bank....I want Western Union to provide the exact, location and name of the bank where this money was cashed I want them to give me back my money,because I trusted them and paid the $to give the $to my brother, and they have failed their part of the contract I will not stop here, and will also go to the local media and report, and will make sure they pay for all damagesI will ask my Lawyer also to proceed with legal action, since I have tried all diplomatic means to get back my hard earned money to no avail Thank you [redacted] Final Business Response / [redacted] (4000, 8, 2015/08/27) */ Dear [redacted] ***, Western Union is responding to your August 26, rebuttal to the Revdex.com Our position has not changed with this matter, you will need to follow the instructions outlined below for us to assist you further 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 themWe have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination 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 caseIf you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX Western Union considers this case closed Kind Regards, [redacted] ***
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 reviewed the transaction that you sent on April 2, 2016. Due to an internal technical glitch, the system put the transfer on hold.... The transaction was successfully picked up by the intended recipient on April 5, 2016. As a courtesy, your MYWU account has been awarded with 300 points. The points can be used to cover the fees on your next two 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. Please 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 rebuttal to the Revdex.com.Please be advised that the case under Money Transfer Control Number XXX-XXX-was reviewed and the transaction is considered as paid properlyWe have sent a copy of the Paid Correct Letter which was mailed to you via USPS under separate cover for privacy and security purposes.Western Union considers this case closed.Kind Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dear Resolution Team, While my "sending money ability" has been restored; no one from Western union ever bothered to contact me. To claim here that no rejected transations can be found is a flat out lie. As I respect BBB policy I will not post all the emails here. In regards to the Gold Card being discountinued I never received any notice of that. Sincerely, [redacted]
Dear Mr [redacted] , This is in response to the second rebuttal to a complaint you filed with the Revdex.comPlease be advised that on April 26th and May 1st we provided you via email with the required Customer Access Request FormFurthermore, we also left a voicemail on May 8th; however, we have not received a responseOnce the required documentation is provided we will kindly re-open your case Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for any struggles you may have faced interacting with our Customer Service RepresentativesSincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.comWestern Union has investigated this matter; our records indicate that on February 01, you initiated a Western Union money transfer from the United States to South Africa via Money Transfer Control Number (MTCN) [redacted] We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activityWe apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasonsPlease refer to Western Union’s Terms and Conditions at www.wu.com for more informationWestern 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 #: You may also email us at [email protected] Sincerely, Executive Resolutions Department Western Union
Western Union Reference Number: [redacted] Dear [redacted] ***, Western Union is writing in response to the complaint you filed with the Revdex.com on 10/24/In your complaint, you indicate that you were a victim of a scam and you would like to be reimbursedYou indicate that Western Union did not aid in preventing this hardship and you had difficulties with law enforcement acquiring information from our customer service representativesWestern Union has investigated your concernsOur records indicate that you sent two transactions from The United States totaling $1,to two consumers located in CaliforniaPlease review the information referenced below for further details pertaining to the transaction in question MTCN: [redacted] On 10/03/at 18:50:Eastern Standard Time, you initiated a transfer for $to [redacted] in CaliforniaOn 10/03/at 21:09:Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected Western Union’s policies and procedures were properly followed, and the transaction was paid correctly A refund is not available as the funds were paid to the named payee as directed MTCN: [redacted] On 10/04/at 18:06:Eastern Standard Time, you initiated a transfer for $to [redacted] in CaliforniaOn 10/04/at 19:31:Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected Western Union’s policies and procedures were properly followed, and the transaction was paid correctly A refund is not available as the funds were paid to the named payee as directedPlease note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for paymentWestern Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scamsFor example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.comAlso, Western Union’s website and the Send Money forms provided at the agent location also contain a toll-free number consumers may call if they suspect they have been a victim of fraud When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigationAccording to our records, a fraud report was filed for both individuals with Western Union on 10/6/and 10/9/2017, fraud case number: [redacted] and [redacted] Western Union has taken steps to identify the named receivers in order to block them from receiving Western Union money transfers in the futureDue to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena Western Union is willing to assist law enforcement with their investigationDue to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena The aforementioned request can be submitted by law enforcement via the following channels: Address: Western Union Financial Services, IncAttn: Custodian of Records EBelford Avenue, M21AEnglewood, CO Email: [email protected] Quality service to our consumers is our primary concern at Western UnionOur 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 industryWestern Union considers this case as closedIf you have additional questions or concerns regarding this complaint or resolution, please contact Corporate Headquarters at 720-332-1000, and provide the Western Union Reference # [redacted] You may also email us at [email protected] Sincerely, The Executive Resolutions Team
Dear [redacted] ***, Western Union is responding to your complaint to the RevDex.com. We have investigated your complaint and we will not be able to accommodate your request for a personal apology from the agent. We communicated that the issues that you have reported about the... problems the receiver faced in [redacted] have been addressed by our investigating department internally, these processes cannot be disclosed to you due to confidentiality and privacy policies that we are required to adhere to. To address any future issues with transactions sent, we cannot guarantee since a previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. To address your request for compensation. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting [redacted] All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. Western Union considers this case closed.Best Regards, [redacted] ***
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have reviewed the transaction that you sent on March 17, Our obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipientOur records indicate that the receiver showed up at the specified destination holding the details of the transfer.Unfortunately, we are unable to comply with your request for a refundYour funds can only be recovered from the individual who received the funds in this transactionIf you believe you may be a victim of fraud, you should contact your local law enforcement and file a reportAs a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well.If your local law enforcement requires documentation from Western Union (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the requestWestern Union Financial Services, Inc.Attn: Custodian of RecordsEBelford Avenue, M21A2Englewood, CO Quality 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] This is in response to the complaint that you filed through the Revdex.comPlease be advised that your complaint is currently under investigation, unfortunately we have not been able to reach a resolution in this matter yet, despite of our best effortsA resolution will be provided as soon as it is availableWe regret any inconvenience that this matter could have causedIf you have any questions, please let me knowSincerely, Western Union Executive Resolutions Specialist