Dear *** ***,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 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 quickly.Our records indicate that your transaction was paid successfully to your intended recipient on November 30, 2016.Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Resolution Team
Dear *** ***, Western Union is writing in response to the complaint we received from you dated 2/27/2018 through the Revdex.comIn your complaint, you indicate that: You have not received a refund for a Money Order We have investigated this issue and our
records indicate that the check was delivered to you at the address on file on 2/28/ To address your request for compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting *** 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues. Please feel free to follow up with me directly if you have any additional questions or concernsI am available between 7:AM and 2:PM (U.S.-Mountain Time), Monday through Friday. Best Regards, *** * *** Executive Resolutions Team
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on February 29, 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 request. Western Union Financial Services, Inc.Attn: Custodian of RecordsEBelford Avenue, M21A2Englewood, CO 80112Quality 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 Mrs***:I am responding to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you stated that you are currently enrolled in the Western Union Equity Accelerator program, and your payments in November and February were submitted to your mortgage company
lateYou also stated that you have been assessed late charges by your mortgage company due to these payments being lateYou have asked that we rectify this matter, and reimburse you with all assessed late charges.The Equity Accelerator is a third-party product administered by Western Union that works with mortgage companies in the United States to make monthly mortgage payments by drafting from the customer’s bank accountIn researching your complaint, we determined that you are not an authorized party listed on the account that you are inquiring aboutUnfortunately, we are unable to provide you with any informationPlease have the authorized account holder contact us for the information.Western 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 # ***You may also email us at ***Sincerely,The Western Union Executive Escalations Department
Dear *** ***,Our position in this matter has not changed and we must reiterate:In order to assist you further will need you to provide us with your most recent transaction attempt, as we are unable to find any record of a declined transaction attemptPlease also note that Gold cards were discontinued in Notices were sent out to Western Union customers to inform them of the next stepsPlease call the number on the back of your card for further assistance.Western Union considers this case closed.Kind Regards,Executive Resolution Team
Dear Mr***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on September 7, The Non-Payment Claim department initiated the investigation on June
2, and received all the required documentation from the paying agent to conclude that the correct payout procedures were followedThe resolution was sent on June 8, via regular mail to the address that was registered in the transfer at the time of send
If you require that Western Union provides supporting documentation regarding the payment such as name and address of the paying agent, please send a subpoena request to the address below:
Western Union Financial Services, Inc
*** *** ** ***
*** ** *** *** ***
*** ** ***
Western Union apologizes that you found difficulty using this serviceWe thank you for your feedbackWe will review the call recordings to reinforce any gaps in the handling of them, if applicable
We regret any inconvenience this matter may have caused
Sincerely,
Executive Resolutions Group
Dear *** ***: We are writing in response to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that you purchased a Western Union Money Order, then later determined that you did not need to use itThe store where you purchased the money order
would not cash it for you; therefore, you contacted us to have the money order refundedYou completed the Western Union Money Order Affidavit, but was surprised to learn that a $processing fee was deducted from the refunded amountYou are requesting to have the $processing fee sent back to youWhen a customer requests to have a money order refunded, there are several steps we must take to determine if we can honor the requestWe must trace the status of the money order document to make sure it was not previously cashedThe $processing fee is used to cover some of the administrative costs that Western Union faces during the process of a refund requestThe Refund processing time frame may take up to business daysGenerally, we asked that the customer include the processing fee along with the Western Union Money Order Affidavit forms; however, if they do not, the fee is deducted from the refund amountIn your specific situation, because the Western Union Money Order was never cashed, we decided to honor your request and refund the $processing fee back to youThe $check will be sent to your address of record separatelyPlease allow us to business days to process your refund requestWestern Union would like to thank you for using our products and servicesPlease accept our apology for any inconvenience this matter may have caused youWestern Union considers this case as closedIf you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at ***, and provide the Western Union Reference # ***You may also email us at [email protected], The Western Union Executive Resolutions Team
Dear *** ***.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 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 quickly.An investigation into your concerns has been completed and we have determined that Money Transfer Control Number *** was paid in errorWe have issued a refund to you in the amount of $under new Money Transfer Control Number *** (sent under separate cover for privacy concerns) this is available to you at any Western Union agent location in the state of ***Please be able to provide this number and a valid government issued ID at time of pay out.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. Best Regards
Dear *** ***,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 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 quickly.We have attempted to reach you without success, our records indicate that you have received your refund.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,Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/08/26) */
Dear *** ***,
Western Union is responding to your August 21, complaint to the Revdex.com
Our records indicate that Money Transfer XXX-XXX-was credited back to your account on August 22, please allow
three to five business days for bank processing, for the funds to reflect on your account
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
Kind Regards,
*** ***
Dear *** *** This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union has completed its investigation into your complaintWe are very sorry for the inconvenienceOur record indicates that on
November 24, you initiated a transaction for the amount $2,to IndiaWe received a report that there had been a service disruption that had happened to one of our bank processors in India which affected the delivery of several transactionsOur service team was able to track and resolve the issueThe transaction you initiated was in the list of the affected transactions, however once the issue was identified and resolved your transaction was processed successfullyWe listened to the call recordings and the representatives were not aware at that time of the service disruption; therefore, they were not able to provide you with accurate informationWe regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that 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 industrySincerely, Executive Resolutions Department Western Union
Dear *** ***, 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 customer every time they use one of our products or services
Whenever 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 fraud In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited A 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 you were contacted about this and refunded on August 26, by our Validation team 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, Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/10/08) */
Dear Ms***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on September 19, According
to the terms and conditions, it states that the beneficiaries will normally receive funds sent by you in cash, check, or a combination thereofWith some services, funds may be credited to a bank, prepaid or credit card, mobile wallet, or similar accountThe receiver may be able to elect a payout method that differs from the payout method you specify; you authorize Western Union to honor the receiver's election of payout methodReceivers who choose to receive funds through a payout method other than cash or in a currency other than the one you selected may incur additional fees to access the funds
We have reviewed the incident with the location that paid out the fundsThe receiver agreed to the payout method and signed the "To Receive Money Form."
The transaction was paid out approximately within one hour and thirty minutes from the moment it was recorded/sentPlease be advised that the receiver could have declined the payment method that the agent offered and visit another location
The call recording was also reviewedAn area of opportunity was identifiedAs a courtesy we have processed the refund of feesA check has been sent to your physical addressPlease allow 7-days for the mailing time
In regards to the issue that you reported about some locations not having enough cash to payout your transaction, we have notified the people in charge of the region to review and take the necessary actions to avoid similar scenarios, if applicable
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
Dear Mrs***,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 phonePlease be aware that the copy of the Money Order was sent to you via separate email to the
address provided.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 industry.Sincerely, The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because I was just at a *** Bank branch yesterday and I spoke with *** ***, one of the Personal Banking Reps, who looked into my account and verified that from the period Oct24, to Jan26, 2016, there was only payment reversal transaction in the amount of $credited to my checking account, and that was on Nov20, I am willing to provide both *** and TD Bank statements to prove thisWhat proof does WU have? When I made the Pay Bill transaction to WU Pay on Nov13th thru *** Bank, Western Union insisted they never got the payment at all even almost a week after that transaction went throughAnd that's why *** Bank offered to reverse the paymentWhen I made the second payment through TD Bank which went through on Nov24th, WU still claimed they never received any payments even after they cancelled my money transfer transaction on Nov27thSo, how can WU make a payment reversal when they claim they never received any payments at all? And since the second payment was done through TD Bank, how could WU claim to return payment to *** Bank when these are entirely different transactions and different banking institutions? Also, all those times that I had been following up and asking whatever happened to the money, WU can only come up with an explanation now? Wouldn't professional courtesy dictate that you owe it to your customers to inform them if and when any transaction of this sort is done especially since it's the customer's money they're dealing withThe technical glitch that supposedly happened, that excuse had been used for too long nowI was told it started around Nov12thYou're telling me that went on for a month without anyone in that huge corporation ever noticing or doing anything to make it right?
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/07/31) */
Dear *** ***,
Western Union is responding to your July 8, complaint to the Revdex.com
Our records indicate that we have received the requested documents confirming your identity, and have issued a refund to you
in the amount of $under Money Transfer Control Number XXX-XXX-sent to you under separate cover for privacy and security purposesThis is available to you at any Western Union Agent location in MarylandPlease provide them with the number and a valid government issued ID at time of payout
Please accept our apology for the delay and inconvenience this matter has caused youYou may contact me directly with any additional questions or concerns
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The problem was resolve and I receive the refund
Dear *** *** This is in response to the complaint filed through the Revdex.comWe have properly addressed your complaintOur records indicate that the transaction initiated on May 27, was paid correctly according to Western Unions terms and conditions of serviceA refund
is not available as the funds can only be recovered from the person that collected the moneyPlease know that Western Union will be able to provide you with the requested information upon receipt of a subpoena requestOnce a subpoena is received, we will gladly provide all the information available in our records of the person who collected the moneyThe request should be sent to the following address: *** *** *** *** ***
*** *** ** ***
*** ** *** *** ***
*** ** *** We regret any information that this matter could have causedSincerely, Executive Resolutions Department Western Union
Dear Ms***,This letter is in response to your Revdex.com complaint regarding transactional fees on different Western Union services.Western Union fees vary by brand, channel, and location based on several factorsThe fees are subject to change without notices; however, all fees
are provided upfront before you agree to the terms and conditions when sending a transaction.When business rules do not allow a customer to send an online transaction, we do offer our cash service which is available at any of our agent locations.We sincerely apologize for any confusion this matter may have caused.Sincerely,Western Union Executive Team
Dear *** ***,
Western Union is responding to your December 23, complaint to the Revdex.com
Western Union's Financial Service, Inc.'s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to youWestern Union has
decided to exercise this rightThis means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law)
Accordingly, you should no longer attempt to use Western Union's services, nor the services of any of our affiliate companies
Kind Regards,
*** ***
Dear *** ***,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 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 quickly.Our records indicate that your transaction was paid successfully to your intended recipient on November 30, 2016.Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Resolution Team
Dear *** ***, Western Union is writing in response to the complaint we received from you dated 2/27/2018 through the Revdex.comIn your complaint, you indicate that: You have not received a refund for a Money Order We have investigated this issue and our
records indicate that the check was delivered to you at the address on file on 2/28/ To address your request for compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting *** 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues. Please feel free to follow up with me directly if you have any additional questions or concernsI am available between 7:AM and 2:PM (U.S.-Mountain Time), Monday through Friday. Best Regards, *** * *** Executive Resolutions Team
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on February 29, 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 request. Western Union Financial Services, Inc.Attn: Custodian of RecordsEBelford Avenue, M21A2Englewood, CO 80112Quality 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 Mrs***:I am responding to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you stated that you are currently enrolled in the Western Union Equity Accelerator program, and your payments in November and February were submitted to your mortgage company
lateYou also stated that you have been assessed late charges by your mortgage company due to these payments being lateYou have asked that we rectify this matter, and reimburse you with all assessed late charges.The Equity Accelerator is a third-party product administered by Western Union that works with mortgage companies in the United States to make monthly mortgage payments by drafting from the customer’s bank accountIn researching your complaint, we determined that you are not an authorized party listed on the account that you are inquiring aboutUnfortunately, we are unable to provide you with any informationPlease have the authorized account holder contact us for the information.Western 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 # ***You may also email us at ***Sincerely,The Western Union Executive Escalations Department
Dear *** ***,Our position in this matter has not changed and we must reiterate:In order to assist you further will need you to provide us with your most recent transaction attempt, as we are unable to find any record of a declined transaction attemptPlease also note that Gold cards were discontinued in Notices were sent out to Western Union customers to inform them of the next stepsPlease call the number on the back of your card for further assistance.Western Union considers this case closed.Kind Regards,Executive Resolution Team
Complaint:
I am rejecting this response because: Please refund my money $download your document request
Sincerely,
*** ***
Dear Mr***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on September 7, The Non-Payment Claim department initiated the investigation on June
2, and received all the required documentation from the paying agent to conclude that the correct payout procedures were followedThe resolution was sent on June 8, via regular mail to the address that was registered in the transfer at the time of send
If you require that Western Union provides supporting documentation regarding the payment such as name and address of the paying agent, please send a subpoena request to the address below:
Western Union Financial Services, Inc
*** *** ** ***
*** ** *** *** ***
*** ** ***
Western Union apologizes that you found difficulty using this serviceWe thank you for your feedbackWe will review the call recordings to reinforce any gaps in the handling of them, if applicable
We regret any inconvenience this matter may have caused
Sincerely,
Executive Resolutions Group
Dear *** ***: We are writing in response to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that you purchased a Western Union Money Order, then later determined that you did not need to use itThe store where you purchased the money order
would not cash it for you; therefore, you contacted us to have the money order refundedYou completed the Western Union Money Order Affidavit, but was surprised to learn that a $processing fee was deducted from the refunded amountYou are requesting to have the $processing fee sent back to youWhen a customer requests to have a money order refunded, there are several steps we must take to determine if we can honor the requestWe must trace the status of the money order document to make sure it was not previously cashedThe $processing fee is used to cover some of the administrative costs that Western Union faces during the process of a refund requestThe Refund processing time frame may take up to business daysGenerally, we asked that the customer include the processing fee along with the Western Union Money Order Affidavit forms; however, if they do not, the fee is deducted from the refund amountIn your specific situation, because the Western Union Money Order was never cashed, we decided to honor your request and refund the $processing fee back to youThe $check will be sent to your address of record separatelyPlease allow us to business days to process your refund requestWestern Union would like to thank you for using our products and servicesPlease accept our apology for any inconvenience this matter may have caused youWestern Union considers this case as closedIf you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at ***, and provide the Western Union Reference # ***You may also email us at [email protected], The Western Union Executive Resolutions Team
Dear *** ***.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 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 quickly.An investigation into your concerns has been completed and we have determined that Money Transfer Control Number *** was paid in errorWe have issued a refund to you in the amount of $under new Money Transfer Control Number *** (sent under separate cover for privacy concerns) this is available to you at any Western Union agent location in the state of ***Please be able to provide this number and a valid government issued ID at time of pay out.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. Best Regards
Dear *** ***,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 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 quickly.We have attempted to reach you without success, our records indicate that you have received your refund.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,Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/08/26) */
Dear *** ***,
Western Union is responding to your August 21, complaint to the Revdex.com
Our records indicate that Money Transfer XXX-XXX-was credited back to your account on August 22, please allow
three to five business days for bank processing, for the funds to reflect on your account
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
Kind Regards,
*** ***
Dear *** *** This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union has completed its investigation into your complaintWe are very sorry for the inconvenienceOur record indicates that on
November 24, you initiated a transaction for the amount $2,to IndiaWe received a report that there had been a service disruption that had happened to one of our bank processors in India which affected the delivery of several transactionsOur service team was able to track and resolve the issueThe transaction you initiated was in the list of the affected transactions, however once the issue was identified and resolved your transaction was processed successfullyWe listened to the call recordings and the representatives were not aware at that time of the service disruption; therefore, they were not able to provide you with accurate informationWe regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that 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 industrySincerely, Executive Resolutions Department Western Union
Dear *** ***, 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 customer every time they use one of our products or services
Whenever 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 fraud In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited A 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 you were contacted about this and refunded on August 26, by our Validation team 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, Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/10/08) */
Dear Ms***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on September 19, According
to the terms and conditions, it states that the beneficiaries will normally receive funds sent by you in cash, check, or a combination thereofWith some services, funds may be credited to a bank, prepaid or credit card, mobile wallet, or similar accountThe receiver may be able to elect a payout method that differs from the payout method you specify; you authorize Western Union to honor the receiver's election of payout methodReceivers who choose to receive funds through a payout method other than cash or in a currency other than the one you selected may incur additional fees to access the funds
We have reviewed the incident with the location that paid out the fundsThe receiver agreed to the payout method and signed the "To Receive Money Form."
The transaction was paid out approximately within one hour and thirty minutes from the moment it was recorded/sentPlease be advised that the receiver could have declined the payment method that the agent offered and visit another location
The call recording was also reviewedAn area of opportunity was identifiedAs a courtesy we have processed the refund of feesA check has been sent to your physical addressPlease allow 7-days for the mailing time
In regards to the issue that you reported about some locations not having enough cash to payout your transaction, we have notified the people in charge of the region to review and take the necessary actions to avoid similar scenarios, if applicable
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
Dear Mrs***,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 phonePlease be aware that the copy of the Money Order was sent to you via separate email to the
address provided.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 industry.Sincerely, The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because I was just at a *** Bank branch yesterday and I spoke with *** ***, one of the Personal Banking Reps, who looked into my account and verified that from the period Oct24, to Jan26, 2016, there was only payment reversal transaction in the amount of $credited to my checking account, and that was on Nov20, I am willing to provide both *** and TD Bank statements to prove thisWhat proof does WU have? When I made the Pay Bill transaction to WU Pay on Nov13th thru *** Bank, Western Union insisted they never got the payment at all even almost a week after that transaction went throughAnd that's why *** Bank offered to reverse the paymentWhen I made the second payment through TD Bank which went through on Nov24th, WU still claimed they never received any payments even after they cancelled my money transfer transaction on Nov27thSo, how can WU make a payment reversal when they claim they never received any payments at all? And since the second payment was done through TD Bank, how could WU claim to return payment to *** Bank when these are entirely different transactions and different banking institutions? Also, all those times that I had been following up and asking whatever happened to the money, WU can only come up with an explanation now? Wouldn't professional courtesy dictate that you owe it to your customers to inform them if and when any transaction of this sort is done especially since it's the customer's money they're dealing withThe technical glitch that supposedly happened, that excuse had been used for too long nowI was told it started around Nov12thYou're telling me that went on for a month without anyone in that huge corporation ever noticing or doing anything to make it right?
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/07/31) */
Dear *** ***,
Western Union is responding to your July 8, complaint to the Revdex.com
Our records indicate that we have received the requested documents confirming your identity, and have issued a refund to you
in the amount of $under Money Transfer Control Number XXX-XXX-sent to you under separate cover for privacy and security purposesThis is available to you at any Western Union Agent location in MarylandPlease provide them with the number and a valid government issued ID at time of payout
Please accept our apology for the delay and inconvenience this matter has caused youYou may contact me directly with any additional questions or concerns
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The problem was resolve and I receive the refund
Dear *** *** This is in response to the complaint filed through the Revdex.comWe have properly addressed your complaintOur records indicate that the transaction initiated on May 27, was paid correctly according to Western Unions terms and conditions of serviceA refund
is not available as the funds can only be recovered from the person that collected the moneyPlease know that Western Union will be able to provide you with the requested information upon receipt of a subpoena requestOnce a subpoena is received, we will gladly provide all the information available in our records of the person who collected the moneyThe request should be sent to the following address: *** *** *** *** ***
*** *** ** ***
*** ** *** *** ***
*** ** *** We regret any information that this matter could have causedSincerely, Executive Resolutions Department Western Union
Dear Ms***,This letter is in response to your Revdex.com complaint regarding transactional fees on different Western Union services.Western Union fees vary by brand, channel, and location based on several factorsThe fees are subject to change without notices; however, all fees
are provided upfront before you agree to the terms and conditions when sending a transaction.When business rules do not allow a customer to send an online transaction, we do offer our cash service which is available at any of our agent locations.We sincerely apologize for any confusion this matter may have caused.Sincerely,Western Union Executive Team
Dear *** ***,
Western Union is responding to your December 23, complaint to the Revdex.com
Western Union's Financial Service, Inc.'s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to youWestern Union has
decided to exercise this rightThis means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law)
Accordingly, you should no longer attempt to use Western Union's services, nor the services of any of our affiliate companies
Kind Regards,
*** ***