Dear *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced. We have reviewed your concernThere seems to be a confusion in the product or service that you usedThe paperwork and processing
fee that you submitted is the process that needs to be followed when requesting a Money Order check to be refunded. Our records indicate that you sent a Money Transfer Control Number (MTCN) from an agent location on May 1, The transaction (not a check or Money Order) hit a security compliance filter and due to a business decision the funds had to be refunded backThe reimbursement was successfully processed on May 3, We have refreshed the refund MTCN, you may visit the location where you sent the funds originally to collect your money back. The details of the refund were sent directly to you via e-mailOur direct contact information was also shared in case you require additional support. We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is responding to your June 8, complaint to the Revdex.com
Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our
customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly
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,
*** ***
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
This transaction was funded directly from my US bank accountSince I am currently at my house in Mexico for the summer, I requested the refund be deposited to the same bank account so I can access the fundsAs usual, Western Union ignored this communication and mailed a check to my US addressor, they say they didI am not there to receive it and the funds need to be deposited to my account
Final Business Response /* *** *** *** */
Dear *** ***,
This is in response to the rebuttal you filed with the Revdex.com
Because you advised us that a check to your US address would not be satisfactory, we stopped the payment on the check, and per your request reissued the refund to you in Mexico and provided you with the Money Transfer Control Number under separate cover for privacy and security purposes
Western Union considers this case closed
Kind Regards,
*** ***
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to get their facts correct
First, they told me the dollars sent to Mexico was a goodwill gesture and not settlement of my claim.I would not have accepted had they told the truthI can send copies of the correspondence should Revdex.com desire
By the time they issued their so called goodwill credit, I had my daughter retrieve the check and deposit itIt was returned and I was charged a stop payment feeSo they now owe me the original dollars plus the feee or dollars total
This company is really totally lacking in customer service skills
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,
*** ***
Initial Business Response /* (1000, 4, 2015/08/19) */
Dear *** ***,
Western Union is responding to your July 28, 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 *** * ***
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, 2015/10/27) */
Dear *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
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
A technical glitch caused a delay in the refundWe have confirmed with the WU Pay department that the refund completed successfully on October 14,
Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
Sincerely,
Executive Resolutions Group
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the correspondence we received from you dated May 21, through the Revdex.comIn your communication, you reported to us that you were having difficulties with
Money Transfer Control Number XXX-XXX-
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
According to our records:
On 05/16/at 19:05:48, our validation department tried to contact you to advise you about the hold, and to request the additional information needed, no one answered, and we left you a voice message
Transaction was on hold due to additional information from the receiver was needed
On 05/16/at 19:20:05, you were advised about the hold and the additional information needed
On 05/16/at 20:28:47, you called and provided us with the information, at which time we advised the transaction could not be validated
Transaction was cancelled in order to refund full amount to you
In order for us to review the information please advise the receiver to complete the Consumer Questionnaire Form sent to you under separate cover for privacy and security purposesPlease have the receiver complete each section or it could delay the reviewThen attach any additional documents, and return the completed Questionnaire to ***@westernunion.comUpon receipt of the completed Questionnaire and documents, we will review his information along with his transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform him of our conclusion
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services
At this time, Western Union will consider this case closedWe will reopen once requested documentation has been received
Kind Regards,
*** ***
Complaint: ***
I am rejecting this response because: Western Union does not understand that due to money laundering regulations I can not be both the sender and receiver of money As such, naming me both as the sender and receiver of funds produces very serious problems in nations outside of the US, which must comply with US laws regarding money laundering and taxation I am surprised that they are not aware of this There is a very, very simple solution to this problem which is to name themselves as the senders of the funds and me as the receiver, which truly reflects the fact that I do not have access to these funds, they are not in my control, and it is impossible, short of unlawful action, to send them to myself Western Union has the money not me.I thank you in advance for your kind assistance
Sincerely,
*** ***
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you had and regret the inconvenience you have experienced.Western Union has completed its investigation into your complaintOur records indicate that your check
has no restrictions on itWe have attempted to establish contact with you on December 8, via email and we left you a voicemail on December 16,via phone, however we have not received a response. We regret any inconvenience this matter has caused. It 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 industry. 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 experiencedYou state that you made an error in sending funds of $ USD in June and you are requesting a refund.Our records indicate the
following: *** *** for $ USD with the fee of $ was sent on June 5, at 2:PM Eastern Standard Time (EST) from the United States to the *** *** using Western Union Web/Mobile services. *** *** for $ USD with the fee of $ was sent on June 6, at 3:PM Eastern Standard Time (EST) from the United States to the *** *** using Western Union Web/Mobile services. 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 information. Furthermore, *** was refunded back to your account on June 14, in the amount of $ via a charge-back filed by your bank, please note on your bank statement that this refund is reflected.In addition, in a separate communication we provided you with a refund pertaining ***.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Team
Dear *** ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernOur Digital Accounting team confirmed that Western Union only obtained the funds once for the transaction
that was successfully picked up by your receiver in the PhilippinesYou would need to contact your bank to have them remove any pending hold they may have on the other attempts.We regret any inconvenience this matter may have caused.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 experienced.We have reviewed your caseAs part of the Money Order refund process, you are required to submit paperwork which advises that you are
to allow days for the processing of your requestAccording to the confirmation received from the Money Order team, the refund checks were sent on June 10, They were successfully cashed on June 21, 2016.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 *** ***,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.In order for us to assist you further, we will need you to provide the Money Transfer Control Number you are referring to in your complaint.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
Dear Ms***. This is in response to the rebuttal to a complaint you filed with the Revdex.com. We attempted contacting you by telephone and sent you instructions via e-mail on how Direct To Bank (D2B) transfers work. The funds were deposited to your recipient’s bank accountHe does not need the Money Transfer Control Number (MTCN) to collect the funds at an agent location because they have been credited to his account on December 29, 2016. Our bank partner did confirm the successful deposit to your recipient’s bank accountPlease follow up with your receiver. Western Union did not find any errors in the processing of your payment.We regret any inconvenience this matter may have caused. 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 experienced.We have reviewed your concernAt first it was confirmed with the Money Order department that the details of the Money Order that were provided
in your complaint did not match with our records as the amount and purchase dates were differentWe contacted you by telephone on January 21, and you were able to provide accurate details and paperwork.This is to confirm that your refund for $has been processedPlease allow 7-days for the mailing timeThe fee you paid for sending the documentation via certified mail, $has also been refunded.Western Union apologizes that you found difficulty in requesting a money order refundQuality service to our consumers is our primary concern at Western UnionWe regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 11, 2015/11/14) */
Dear *** ***,
Western Union is responding to your October 6, complaint to the Revdex.com
Our records indicate that the funds for this transaction were refunded back to you on October 7, Please be aware that it
takes to working days for the bank to reflect this on your account
Please refer to the Terms & Conditions regarding refunds and allowing for days from the time of your request and the limitations of liability where Western Union is not liable for any damagesOur Terms & Conditions are printed on the To Send Money form and at our website, westernunion.com
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
Western Union apologizes that you found difficulty using our serviceWe regret any inconvenience this matter may have caused
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your terms and conditions you are supposed to let me know once the a transaction is not going throughI even contacted you in the promise date of delivery and you guys never even send an email telling that my transaction is declinedOnly after multiple calls to your "manager" I came to know my transaction is declinedIts not acceptableIf you can breach your terms and conditions and service, why couldn't I? Yours is sinply a pitty service now
Dear Ms***,This is in response to the rebuttal to a complaint you filed with the Revdex.com. To respond to your original complaint a thorough investigation was done by the WU Pay departmentWhen you initiated the charge-back process with your bank, Western Union was debited the amount of the transfer plus the fee, $The charge-back request was initiated and processed directly by *** Bank while at the same time the transaction was still being processed at Western UnionOn December 7, due to a technical glitch, Western Union determined that the funds could not be applied to the money transfer that had been createdAt this point Western Union issued a refund to *** BankYour bank, ***, received the funds twice, first time through the charge-back process and the second time because of the technical issue.To reiterate our previous communication, the payment that was received through TD Bank covered for the extra credit that you receivedOtherwise, a collection process would have initiated to recover the extra credit issued to your bank.Western Union is unable to proceed with your refund request as the funds have already been sent to *** bankPlease coordinate with your bank directly to settle the pending amount.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Mr*** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We tried contacting you over the telephone on September 9, We were
informed that you were unavailable
This is to let you know that we have reviewed your case with the validation groupThe validation team needed to verify the details of the transfer with you before approving itThey tried contacting you over the telephone but they were unable to reach youAn e-mail was sent to you requesting to call back Western Union to complete the validation process
According to confirmation received from the validation department, they were unable to verify the transaction's details with youDue to an internal technical glitch, the transfer was approved in errorThe transfer was fully refunded back on August 27,
We sent you a separate e-mail requesting the telephone number that you used to call Western Union fromWe will use your phone number to look for the call recordings and provide feedback/coaching to the operators involved, if applicable
As a courtesy and based on your previous experience we have sent you a fee-free promotional code via e-mail to use when sending a money transfer transaction
The code must be entered exactly as displayed, dash included, in order to be applied correctlyA fee-free promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending countryIn case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed
We regret any inconvenience this matter has 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 industry
Feel free to contact me directly if you require additional information
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this explanationFirst, I did not receive any phone call from WU neither any Validation email2nd why WU debited my account immediately while they supposed to perform a validationYou want to do validation before you process any transaction right? Cashier checks your ID before he/she process your credit card right? Instead WU debited my account, sent me an email that my transaction is good to goWhen I called days after I was told that my transaction was just approved and I received an email about itHowever when I argued that my transaction is late and demanded that it must be delivered same day, I was thrown to a call center in PhilippinesAnd then every body started telling me that my transaction was cancelledSo NoI do not need your stinky couponI do not need to hear that "Ohh that was a glitch"I need you to give some real explanation and some real apologyRegards
Final Business Response /* (4000, 9, 2015/10/20) */
Dear Mr*** ***,
This is in response to the rebuttal to a complaint you filed with the Revdex.com
All online transactions must be validated before they are approvedWestern Union will not charge a customer's bank accounts before the transfer is approvedThere are different methods to validate an online money transferDue to an internal technical glitch, the correct validation procedure was not applied to your transactionThe transfer was approved in error causing the funds to be debitedOnce the Validation group realized that the transfer went through the incorrect validation procedure, the transfer needed to be refunded back
Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
Sincerely,
Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/12/10) */
Dear *** ***,
Western Union is responding to your November 24, 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
Per your email correspondence on Wednesday, December 9, you have indicated that your issue has been resolved and you have received the refund you have requested
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,
*** ***
Initial Business Response /* (1000, 4, 2015/09/18) */
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 information that you have providedFour unpaid
transactions sent during the year of have been refunded via check and sent to your physical addressPlease allow 7-days for the mailing time
Administration fees have been applied in accordance to the escheatment processAll states require financial institutions, to report when personal property has been abandoned or unclaimed after a period of time specified by state lawOur records indicate that Western Union attempted to contact you in March, 2014; however, the team in charge of notifying you could not reach you
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
Dear *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced. We have reviewed your concernThere seems to be a confusion in the product or service that you usedThe paperwork and processing
fee that you submitted is the process that needs to be followed when requesting a Money Order check to be refunded. Our records indicate that you sent a Money Transfer Control Number (MTCN) from an agent location on May 1, The transaction (not a check or Money Order) hit a security compliance filter and due to a business decision the funds had to be refunded backThe reimbursement was successfully processed on May 3, We have refreshed the refund MTCN, you may visit the location where you sent the funds originally to collect your money back. The details of the refund were sent directly to you via e-mailOur direct contact information was also shared in case you require additional support. We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is responding to your June 8, complaint to the Revdex.com
Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our
customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly
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,
*** ***
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
This transaction was funded directly from my US bank accountSince I am currently at my house in Mexico for the summer, I requested the refund be deposited to the same bank account so I can access the fundsAs usual, Western Union ignored this communication and mailed a check to my US addressor, they say they didI am not there to receive it and the funds need to be deposited to my account
Final Business Response /* *** *** *** */
Dear *** ***,
This is in response to the rebuttal you filed with the Revdex.com
Because you advised us that a check to your US address would not be satisfactory, we stopped the payment on the check, and per your request reissued the refund to you in Mexico and provided you with the Money Transfer Control Number under separate cover for privacy and security purposes
Western Union considers this case closed
Kind Regards,
*** ***
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
They need to get their facts correct
First, they told me the dollars sent to Mexico was a goodwill gesture and not settlement of my claim.I would not have accepted had they told the truthI can send copies of the correspondence should Revdex.com desire
By the time they issued their so called goodwill credit, I had my daughter retrieve the check and deposit itIt was returned and I was charged a stop payment feeSo they now owe me the original dollars plus the feee or dollars total
This company is really totally lacking in customer service skills
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,
*** ***
Initial Business Response /* (1000, 4, 2015/08/19) */
Dear *** ***,
Western Union is responding to your July 28, 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 *** * ***
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, 2015/10/27) */
Dear *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
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
A technical glitch caused a delay in the refundWe have confirmed with the WU Pay department that the refund completed successfully on October 14,
Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
Sincerely,
Executive Resolutions Group
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the correspondence we received from you dated May 21, through the Revdex.comIn your communication, you reported to us that you were having difficulties with
Money Transfer Control Number XXX-XXX-
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
According to our records:
On 05/16/at 19:05:48, our validation department tried to contact you to advise you about the hold, and to request the additional information needed, no one answered, and we left you a voice message
Transaction was on hold due to additional information from the receiver was needed
On 05/16/at 19:20:05, you were advised about the hold and the additional information needed
On 05/16/at 20:28:47, you called and provided us with the information, at which time we advised the transaction could not be validated
Transaction was cancelled in order to refund full amount to you
In order for us to review the information please advise the receiver to complete the Consumer Questionnaire Form sent to you under separate cover for privacy and security purposesPlease have the receiver complete each section or it could delay the reviewThen attach any additional documents, and return the completed Questionnaire to ***@westernunion.comUpon receipt of the completed Questionnaire and documents, we will review his information along with his transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform him of our conclusion
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services
At this time, Western Union will consider this case closedWe will reopen once requested documentation has been received
Kind Regards,
*** ***
Complaint: ***
I am rejecting this response because: Western Union does not understand that due to money laundering regulations I can not be both the sender and receiver of money As such, naming me both as the sender and receiver of funds produces very serious problems in nations outside of the US, which must comply with US laws regarding money laundering and taxation I am surprised that they are not aware of this There is a very, very simple solution to this problem which is to name themselves as the senders of the funds and me as the receiver, which truly reflects the fact that I do not have access to these funds, they are not in my control, and it is impossible, short of unlawful action, to send them to myself Western Union has the money not me.I thank you in advance for your kind assistance
Sincerely,
*** ***
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you had and regret the inconvenience you have experienced.Western Union has completed its investigation into your complaintOur records indicate that your check
has no restrictions on itWe have attempted to establish contact with you on December 8, via email and we left you a voicemail on December 16,via phone, however we have not received a response. We regret any inconvenience this matter has caused. It 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 industry. 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 experiencedYou state that you made an error in sending funds of $ USD in June and you are requesting a refund.Our records indicate the
following: *** *** for $ USD with the fee of $ was sent on June 5, at 2:PM Eastern Standard Time (EST) from the United States to the *** *** using Western Union Web/Mobile services. *** *** for $ USD with the fee of $ was sent on June 6, at 3:PM Eastern Standard Time (EST) from the United States to the *** *** using Western Union Web/Mobile services. 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 information. Furthermore, *** was refunded back to your account on June 14, in the amount of $ via a charge-back filed by your bank, please note on your bank statement that this refund is reflected.In addition, in a separate communication we provided you with a refund pertaining ***.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Team
Dear *** ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernOur Digital Accounting team confirmed that Western Union only obtained the funds once for the transaction
that was successfully picked up by your receiver in the PhilippinesYou would need to contact your bank to have them remove any pending hold they may have on the other attempts.We regret any inconvenience this matter may have caused.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 experienced.We have reviewed your caseAs part of the Money Order refund process, you are required to submit paperwork which advises that you are
to allow days for the processing of your requestAccording to the confirmation received from the Money Order team, the refund checks were sent on June 10, They were successfully cashed on June 21, 2016.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 *** ***,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.In order for us to assist you further, we will need you to provide the Money Transfer Control Number you are referring to in your complaint.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
Dear Ms***. This is in response to the rebuttal to a complaint you filed with the Revdex.com. We attempted contacting you by telephone and sent you instructions via e-mail on how Direct To Bank (D2B) transfers work. The funds were deposited to your recipient’s bank accountHe does not need the Money Transfer Control Number (MTCN) to collect the funds at an agent location because they have been credited to his account on December 29, 2016. Our bank partner did confirm the successful deposit to your recipient’s bank accountPlease follow up with your receiver. Western Union did not find any errors in the processing of your payment.We regret any inconvenience this matter may have caused. 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 experienced.We have reviewed your concernAt first it was confirmed with the Money Order department that the details of the Money Order that were provided
in your complaint did not match with our records as the amount and purchase dates were differentWe contacted you by telephone on January 21, and you were able to provide accurate details and paperwork.This is to confirm that your refund for $has been processedPlease allow 7-days for the mailing timeThe fee you paid for sending the documentation via certified mail, $has also been refunded.Western Union apologizes that you found difficulty in requesting a money order refundQuality service to our consumers is our primary concern at Western UnionWe regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 11, 2015/11/14) */
Dear *** ***,
Western Union is responding to your October 6, complaint to the Revdex.com
Our records indicate that the funds for this transaction were refunded back to you on October 7, Please be aware that it
takes to working days for the bank to reflect this on your account
Please refer to the Terms & Conditions regarding refunds and allowing for days from the time of your request and the limitations of liability where Western Union is not liable for any damagesOur Terms & Conditions are printed on the To Send Money form and at our website, westernunion.com
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
Western Union apologizes that you found difficulty using our serviceWe regret any inconvenience this matter may have caused
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your terms and conditions you are supposed to let me know once the a transaction is not going throughI even contacted you in the promise date of delivery and you guys never even send an email telling that my transaction is declinedOnly after multiple calls to your "manager" I came to know my transaction is declinedIts not acceptableIf you can breach your terms and conditions and service, why couldn't I? Yours is sinply a pitty service now
Dear Ms***,This is in response to the rebuttal to a complaint you filed with the Revdex.com. To respond to your original complaint a thorough investigation was done by the WU Pay departmentWhen you initiated the charge-back process with your bank, Western Union was debited the amount of the transfer plus the fee, $The charge-back request was initiated and processed directly by *** Bank while at the same time the transaction was still being processed at Western UnionOn December 7, due to a technical glitch, Western Union determined that the funds could not be applied to the money transfer that had been createdAt this point Western Union issued a refund to *** BankYour bank, ***, received the funds twice, first time through the charge-back process and the second time because of the technical issue.To reiterate our previous communication, the payment that was received through TD Bank covered for the extra credit that you receivedOtherwise, a collection process would have initiated to recover the extra credit issued to your bank.Western Union is unable to proceed with your refund request as the funds have already been sent to *** bankPlease coordinate with your bank directly to settle the pending amount.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 5, 2015/09/09) */
Dear Mr*** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We tried contacting you over the telephone on September 9, We were
informed that you were unavailable
This is to let you know that we have reviewed your case with the validation groupThe validation team needed to verify the details of the transfer with you before approving itThey tried contacting you over the telephone but they were unable to reach youAn e-mail was sent to you requesting to call back Western Union to complete the validation process
According to confirmation received from the validation department, they were unable to verify the transaction's details with youDue to an internal technical glitch, the transfer was approved in errorThe transfer was fully refunded back on August 27,
We sent you a separate e-mail requesting the telephone number that you used to call Western Union fromWe will use your phone number to look for the call recordings and provide feedback/coaching to the operators involved, if applicable
As a courtesy and based on your previous experience we have sent you a fee-free promotional code via e-mail to use when sending a money transfer transaction
The code must be entered exactly as displayed, dash included, in order to be applied correctlyA fee-free promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending countryIn case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed
We regret any inconvenience this matter has 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 industry
Feel free to contact me directly if you require additional information
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this explanationFirst, I did not receive any phone call from WU neither any Validation email2nd why WU debited my account immediately while they supposed to perform a validationYou want to do validation before you process any transaction right? Cashier checks your ID before he/she process your credit card right? Instead WU debited my account, sent me an email that my transaction is good to goWhen I called days after I was told that my transaction was just approved and I received an email about itHowever when I argued that my transaction is late and demanded that it must be delivered same day, I was thrown to a call center in PhilippinesAnd then every body started telling me that my transaction was cancelledSo NoI do not need your stinky couponI do not need to hear that "Ohh that was a glitch"I need you to give some real explanation and some real apologyRegards
Final Business Response /* (4000, 9, 2015/10/20) */
Dear Mr*** ***,
This is in response to the rebuttal to a complaint you filed with the Revdex.com
All online transactions must be validated before they are approvedWestern Union will not charge a customer's bank accounts before the transfer is approvedThere are different methods to validate an online money transferDue to an internal technical glitch, the correct validation procedure was not applied to your transactionThe transfer was approved in error causing the funds to be debitedOnce the Validation group realized that the transfer went through the incorrect validation procedure, the transfer needed to be refunded back
Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
Sincerely,
Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/12/10) */
Dear *** ***,
Western Union is responding to your November 24, 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
Per your email correspondence on Wednesday, December 9, you have indicated that your issue has been resolved and you have received the refund you have requested
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,
*** ***
Initial Business Response /* (1000, 4, 2015/09/18) */
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 information that you have providedFour unpaid
transactions sent during the year of have been refunded via check and sent to your physical addressPlease allow 7-days for the mailing time
Administration fees have been applied in accordance to the escheatment processAll states require financial institutions, to report when personal property has been abandoned or unclaimed after a period of time specified by state lawOur records indicate that Western Union attempted to contact you in March, 2014; however, the team in charge of notifying you could not reach you
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