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The Western Union Company

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The Western Union Company Reviews (1762)

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,
*** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear *** ***,
*** is responding to your July 11, complaint to the ***
We have issued a refund to you under *** Control Number XXX-XXX-sent to you under separate cover for security and
privacy purposesThis is available to you at any *** Agent location in OhioPlease provide this number, and a valid government issued ID at time of payout
We sincerely apologize for any inconvenience you have experienced with retrieving the specified *** 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 *** a global leader in the *** industry
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 via the Revdex.com dated May 15, In your communication, you reported to us that you have requested your transaction history
for the last years, and have been unsuccessful in obtaining it from Western Union
Our records indicate the requested transaction history was sent to you via USPS on May 15, 2015, upon receipt of additional requested verification documentation from you, that Western Union requires to fulfill these types of requestsWe have mailed another copy via USPS to you dated June 2, for your records and have attached the letter to electronic correspondence as well for your convenience, sent under separate cover for security purposes
At this time, Western Union will consider this case closed
Kind Regards,
*** ***

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,
*** ***

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

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

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 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 *** ***,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

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,
*** ***

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 *** ***,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 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

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 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

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 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 10, After the transfer was approved by the Validation team, it hit an
additional security filterWestern 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 as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.According to the terms and conditions available on the Web site, 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").The full refund was successfully processed electronically on February 3, 2016.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group

Dear *** ***, Western Union is responding to your complaint to the Revdex.comWe have now completed our investigation and will address your concerns accordinglyOur records show that you sent the transaction on July 9, Western Union did not receive the payment authorization
from your banking institution until July 15, Once the payment authorization was received, we delivered the funds on the same day - we show that the funds were paid on July 15, We apologize for any inconvenience this matter has caused you; however, the delay in processing was caused by your banking institutionIf you have any additional questions or require further assistance, please do not hesitate to contact us once moreKind Regards,*** ***

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,
*** ***

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