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The Western Union Company

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The Western Union Company Reviews (1762)

Initial Business Response /* (1000, 4, 2015/10/09) */
Dear Ms***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
According to communication with you via e-mail you confirmed receiving your
funds backOnce we receive the scanned copies of the receipts from your Loan Company showing that you incurred additional late fees we will review and refund, if applicable
We have notified the contacts in charge of the location involvedWe will make sure proper feedback/coaching is provided to the operator to avoid similar scenarios in the future
Western Union apologizes that you found difficulty working with the agent locationWe 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 *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have confirmed that as of August 17, 2017, we have received from you the correct documentation in order to initiate a Forgery Claim with
the Bank Of First DepositPlease allow days from the date you returned the affidavit of forgery before making any telephone inquiriesThe average time to resolve a forgery claim is 90-daysWestern Union does not guarantee that the payment will be recovered from the BOFDWestern Union will be acting on your behalf to collect the funds from the BOFDThe Forgery Department will keep you posted and copied on all correspondence received back from the bankIn addition, in your complaint, you state that you would like for Western Union to compensate you with a two-month worth of rentOur records indicate that we initially received your documentation on June 1st , and we sent to the BOFD on July 26, 2017; however, the BOFD rejected the documentation because the information contained was incompleteTherefore, Western Union is unable to process such compensation. We regret any inconvenience this matter may have caused Sincerely, *** *** ***

Dear *** ***,Our position in this matter has not changed, and we must reiterate:To address your request for compensation for cash advance fees associated with your credit card, this is a charge assessed by your credit card issuer and not Western UnionYou will need to address this issue with them, as money transfers sent using a credit card are considered a cash advance by the issuing bank.Please refer to our terms and conditions at ***.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.Western Union considers this case closed.Kind Regards,Executive Resolution Team

Dear *** ***,
Western Union is responding to your December 14, 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
Please be aware that our contractual obligations are to the Sender, therefore; we cannot disclose any information about the Sender as personal and financial information maintained in the records of Western Union is protected from disclosure by Federal and State privacy laws
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
Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html
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
Kind Regards,
*** ***

Complaint: ***
I am rejecting this response because:I would like to request a credit for 150-USD in my account to cover my future transactions fees while I am using Western Union for my money transfers.
Sincerely,
*** ***

Dear *** ***,Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter, our records indicate that on February 25, at 04:PM Eastern Standard Time; you initiated a transfer for $to be
picked up by *** *** in the USAOn April 19, a refund of the principal amount was processed for $ Our records indicate that the funds were paid to you on April 21, in *** ***Having considered the matters raised in your Complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part.We regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industryWestern Union considered this case closedIf you should have any additional questions or concerns, please contact our Corporate Headquarters at ***, and provide the Western Union Reference # ***You may also email us at***
*** The Western Union Executive Resolutions Team

Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the complaint received from you through the Revdex.com portalYou state in your complaint that you made a Western Union money transfer that was paid out to someone other
than your intended receiverYou are requesting a refund
Western Union has investigated this matterOn April 11, at 1:PM Eastern Standard Time, you initiated a transfer for $to *** *** *** in Nigeria
On April 12, at 1:PM, you called into Western Union requesting to change the name of the receiver to Harry *** ***
On April 13, at 3:AM Eastern Standard Time, a person with identification bearing the name of Harry *** *** went to an agent location in Nigeria, and provided the Money Transfer Control Number, the sender's name, place of origin, test question and the amount expectedOur investigation shows that the money transfer was paid correctly
Western Union's policies and procedures were properly followed and the transaction was paid correctlyWe have reviewed this transaction several times and our records show these funds were paid to your intended receiverA refund is not available as the funds were paid to the named payee as directed
Western Union considers this case as closed
Sincerely,
*** ***
Initial Consumer Rebuttal /* *** *** *** */
From: *** ***
Sent: Monday, July 06, XXXX X:XX PM
To: Revdex.com; Sean Doyle; ***@gmail.com
Subject: Re: Revdex.com Complaint Case# (Ref#XX-XXXX-XXXXXXXX-X-XXXX)
THIS IS NOT CLOSE TO BEING RESOLVED! THIS COMPANY GAVE MY MONEY TO THE WRONG PERSON AND THEY'RE NOT OBLIGATED TO REFUND MY MONEY EVEN THOUGH IT WAS THEIR MISTAKE?
WESTERN UNION OWES ME THE MONEY THEY GAVE TO A PERSON I DID NOT LIST AS THE RECEIVERTHIS ERROR HAS CAUSED MY FAMILY HARDSHIP AS MY HUSBAND WAS FORCED TO STAY IN THAT COUNTRY, FENDING FOR HIMSELF!
I FEEL WESTERN UNION NOT ONLY OWES ME THE MONEY THEY GAVE TO THE WRONG PERSON, BUT SHOULD HAVE TO PAY FOR THE HOTEL EXTENSION DUE TO THEIR ERROR
PLEASE ADVISE WHEN I SHOULD BE RECEIVING MY REFUND AND COMPENSATION
*** ***
XXX-XXX-XXXX

Dear Mrs***,Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union would like to confirm that this matter has been resolved as you indicated to us via email on October 12, 2016.We regret any inconvenience this matter may
have causedIt is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considers this case closedIf you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #: *** .You may also email us at***Sincerely,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 customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that a refund check was sent to the address on file on May 20, and would have taken to business days to reach you We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Western Union considers this case closed. Kind Regards,*** ***

Dear *** ***,Our position in this matter has not changed and we must reiterate:We have investigated your claim several timesThe results are that the transaction shows as paid correctly.Our policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transferIn addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number, all of which are details known only by the receiver of the money transfer.If you should desire additional documentation regarding the recipient (i.eunmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy lawsWestern Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoenaThe aforementioned request can be submitted by law enforcement via the following channels:*** *** *** *** *** ***
*** *** ** ***
*** ** *** *** ***
*** ** ***
*** ***Western Union considers this case closed.Kind RegardsExecutive Resolution Team

Complaint: ***
I am rejecting this response because: My credit card issuer stated that this charge was assessed because Western Union processed it as a cash advance and not a credit card charge. I specifically asked Western Union if they could accept a credit card charge and the reply was YES. I was not asked and did not authorize a cash advance by Western Union. I want the transaction to be a credit card charge only, and NOT a cash advance as you, Western Union processed it.
Sincerely,
*** ***

Dear *** ***,Western Union is responding to your complaint to the Revdex.com.We have conducted an investigation per your request and please be aware that the transaction in question was cancelled since it was not completed at a retail location after being staged online; as a result there was no charge made on your account.Western Union considers this case closed.Kind Regards,Executive Resolutions Team

Complaint: ***I am rejecting this response because: I don't believe I should have to pay $for each money order to see the money order of who signed it since i'm the victim I don't see why they cant just send me the images I have filed a police report already this has been since july and its already September it is dollars that was stolen from me and when I first called western union they didn't care to help me they said either pay for dollars for each one or let it go which I believe is very un professional and they were very rude and disrespectful towards with me if it was a bank they would give me the images for free I will keep file a complaint until the matter is solved correctly Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/28) */
Dear *** ***,
Western Union is responding to your July 13, 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 ***@westernunion.com so that I may assist you with resolving your concern
Kind Regards,
*** ***

Dear *** ***, Western Union is responding to your rebuttal to the Revdex.comPlease be advised that, even though the funds were deducted from your account on July 12, 2016, Western Union did not receive the payment authorization from your financial institution until July 15, As soon as the payment authorization was received, Western Union approved the transfer and it was made available to your receiver. When a transaction is sent online, we advise our customers that the processing time may be between and business daysYou have initiated the transfer on July 9, 2016, the first business day of processing was July 11, The transaction was processed within the promised time frameWe are once again sorry for any inconvenience this matter may have causedAt this time, Western Union considers this matter closed and resolvedKind Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is with in range to meI am not completely satisfied however I was able to fix the issue and was able to ensure my payment made it to its location on time
Sincerely,
*** ***

Dear Mrs*** ***, This is in response to the complaint you filed with the Revdex.com regarding your request to be refunded on all monies sent through Western UnionWestern Union recently came to an agreement with the *** *** ** *** ***), and *** ***
*** *** ***), that resolve previously-disclosed investigations. In addition, the Company will simultaneously resolve, without any additional payment or non-monetary obligations, potential claims by the *** *** *** *** *** *** *** ***).The investigations focused primarily on our oversight of certain agents and whether our anti-fraud programs and anti-money laundering controls were adequate to prevent misconduct by those agents and third partiesThe conduct at issue mainly occurred from to As part of the settlement with the federal authorities, the settlement amount paid by Western Union is to be used to reimburse consumers who were victims of fraud. The funds will be administered by the *** ***. The *** will be responsible for determining eligibility for reimbursement as well as the claims process to be followed. Pursuant to the terms of the settlements reached between Western Union and the United States Department of Justice (***) and other United States government agencies, there will be a process by which persons who were fraudulently induced to send money via Western Union money transfers can seek reimbursement for their loss That process will be managed by a claims administrator that will be hired by the *** The *** has instructed that interested persons should check the following website for updates on the process, details on victims eligibility, and instructions on how to seek reimbursement*** If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: ***You may also email us at *** Sincerely, Western Union Executive Resolutions Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear *** * ***
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedOur records indicate that on September 8, 2016, you initiated a transaction to South Africa for the amount of $plus the
$of the service feeWestern Union has completed its investigation into your complaint, we are very sorry for the inconvenienceOur investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of serviceUnfortunately, we are unable to comply with a refund in this caseYour 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 wellIf you should desire additional documentation regarding the recipient (i.eunmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy lawsWestern Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoenaThe aforementioned request can be submitted by law enforcement; they would need to follow the steps below for further assistance: Present the claim to your Local Police (law enforcement)If they require information or documentation related to this transfer, 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, IncAttn: Custodian of Records *** ** *** *** ***
*** ** *** We regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but 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

Initial Business Response /* (1000, 4, 2015/09/10) */
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 August 26, The
Compliance department has reviewed the transaction and has refunded the full amountYou were contacted on September 10, over the phone and you were provided with the refund money transfer control number
According to the terms and conditions available in the To Send Money Form, the service and funds availability depends on certain factors including the service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions")
Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or externalIn order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customersAs a financial institution, we have a responsibility to preserve a safe and secure money transfer service
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
We regret any inconvenience this matter has caused
Sincerely,
Executive Resolutions Group

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