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The Western Union Company

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The Western Union Company Reviews (1762)

Complaint: ***
I am rejecting this response because:Western Union attempted to pay me less money than I sent I sent $US and they have attempted to refund me approximately $US When I went to pick up the refund I found out that they did not send me the local equivalent of what I sent but the devalued amount When I complained the local office of Western Union stated they could not do anything about this and told me to contact the 1-number which I spent many hours attempting to straighten out the past transaction As such, I refused the transfer I requested that they then process the refund of fees The local office refused to disburse the money to me Western Union charges an premium exchange rate, above the local banks to send money The least they could do is to send me back what I paid, not a devalued sum of money Were I to accept what they attempted to send me, Western Union would be benefiting by playing the exchange rate This is not what is expected by a large financial company If they were to have processed the transaction to the party I sent the money to, I am certain they would not have given them $US instead of $US.All I want is the money I sent to be refunded, not a devalued sum of money
Sincerely,
*** ***

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 *** ***,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever an issue
is brought to our attention, we take it very seriously and move to correct the issue quickly.We have requested a bank statement from you dated July 7, to the present regarding the Money Transfer ending in XXX-XXX-***Once you provide this information we will be happy to assist you further.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team

Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the complaint you filed with 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
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
Our records indicate that a refund was processed back to your account on 4/9/2015, the bank processing takes to business days, to settle back in your accountIf you have not received your refund, we will need a bank statement dated 4/9/to the present to validate the claim and to investigate further
We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me
Kind regards,
*** ***

Initial Business Response /* (1000, 4, 2015/06/17) */
Dear *** ***,
*** is writing in response to the complaint you filed with the ***, on June 2,
In your complaint you expressed concern regarding the delay in processing the March 22, money
transfer in the amount of $Money Transfer Control Number (***) XXX_XXX-***Please allow me the opportunity to address your concerns
We have issued a refund to you in the amount of $under Money Transfer Number XXX-XXX-***, sent to you under separate cover for privacy and security purposesThis refund is available to you at any *** Agent location in the state of New JerseyPlease provide the Agent with this number, and a valid government issued ID at time of payout
Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements*** 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
Quality service to our consumers is our primary concern at ***My apologies for your overall experience and for the struggles you faced interacting with our operators over the phoneAs we are a global company, we have several customer service centers throughout the world where your call may be handledI have identified and notified the appropriate management of the Customer Service Representatives that require additional training
Please accept our apology for the delay and inconvenience this matter has caused youYou may contact me directly with any additional questions or concerns
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 6, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/09/18) */
Dear *** ***,
Western Union is responding to your August 31, 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
The Money Order was indeed cashed on July 16, However, alteration and forgery claims are the responsibility of the *** of *** *** as the *** of *** *** is obligated to warrant that the Money Order has not been altered and all the signatures are authentic and original at the time of presentmentPlease fill out the Tracer Request form (attached) and send it in along with any part of the original Money Order to our direct fax (XXX) XXX-XXXX and the $processing feeWe will then be able to provide a photocopy to youA Forgery claim has to be submitted once you have reviewed the photocopy and determine whether it was altered or not
To address the question you had about your credit score, you will need to contact the debtor in question directly
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (4200, 12, 2015/10/13) */
I'm not understanding why I have to do all this? It wasn't sent to the right people and someone else cashed it but I have to pay you 15$ to track something that's mineits my money and I either want refunded or for it to get sent to the right people that's all I'm askingI don't have extra money to be sending to find something that was originally mines in the first place
Final Business Response /* (4000, 14, 2015/10/26) */
Dear *** ***,
Western Union is responding to your October 13, rebuttal to the Revdex.com
Our position in this matter has not changed
The Money Order was indeed cashed on July 16, However, alteration and forgery claims are the responsibility of the Bank of First Deposit, as the Bank of First Deposit is obligated to warrant that the Money Order has not been altered and all the signatures are authentic and original at the time of presentmentPlease fill out the Tracer Request form and send it in along with any part of the original Money Order to our direct fax (XXX) XXX-XXXX and the $processing feeWe will then be able to provide a photocopy to youA Forgery claim has to be submitted once you have reviewed the photocopy and determine whether it was altered or not
To address the question you had about your credit score, you will need to contact the debtor in question directly
Western Union considers this case as closed
Kind Regards,
*** ***

Dear *** ***, Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever
an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you, as soon as they are made availableWestern Union is working diligently to conclude our investigation with the agency in question and will communicate with you as soon as we receive additional information regarding this matter. Kind Regards,Executive Resolution Team

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,
*** ***

Dear Dr***, This letter is in response to the complaint you filed with the Revdex.com regarding a money transfer sent on September 10, 2016, to a receiver in NigeriaWestern Union has investigated this matter and the money transfer was paid correctly, per Western Union's terms
and conditions as outlined on the back of the To Send Money FormOur records show the money transfer was paid to the designated recipient who provided the required information and presented identificationWestern Union is committed to protecting the interests of our customers and can only do so when our system is used properlyRegrettably, your funds can only be recovered from the individual who received the transactionIf you believe you are the victim of fraud, you should contact local law enforcement, and file a police 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 have any questions, please call ###-###-#### and speak to a fraud representativeSincerely, Western Union Executive Resolution Team

Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Please be advised that we have concluded our investigation and we have processed your refund corresponding to Money Transfer Control
Number xxx xxx currently available in the State of VirginiaFor security reasons, the complete MTCN details have been provided to you directly to your personal email addressHaving considered the matters raised in your Complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instanceWe would like to apologize to you for not meeting the high level of service that we try to provide to our valued customersIn recognition of matters raised in your Complaint, Western Union would like to with a promotion code to use when sending a future money transfer transaction. This code will cover your fees on your next Western Union money transfer:Promo Code # ***; Expires: (12/31/2021) ; The complete code has also been provided to you via your personal email. The code must be entered exactly as displayed, dash included, in order to be applied correctlyThe 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.If you have any further questions you may contact me directly. 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, 2015/07/14) */
Dear *** ***,
Western Union is responding to your July 1, complaint to the Revdex.com
I 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,
*** ***

Complaint: ***
I am rejecting this response because:I have spoken with ***'s and have been told that they are unable to trace my transaction because it did not ori***te with them. My sister has spoken with her building society account and they are unable to even locate a transaction with any of the information I have been provided. I keep getting redirected to Western Union, who at this juncture say that they have done what they were suppose to, however, the money never made it to my receiver. If I'm not mistaken if any of the details I have provided were incorrect the deposit should have been rejected. Putting that aside, I do not understand how I can be told to follow up with the bank and they tell me to follow up with Western Union, and continue on in this endless and mindless circle. Furthermore, I fail to see how an electronic transaction like this is unable to be properly traced especially when it occurred in March. The money did not just get lost to the ether, and if it did I'm not sure why I should have to take this loss. Once the money was handed to Western Union I took it in good faith that it would reach my receiver, which it has yet to do, and has not been returned to meSomeone please get this corrected
Sincerely,
*** *** ***

Dear *** *** This is in response to the complaint you filed through the Revdex.comWe appreciate your patience while we conducted our investigation.Our records indicate that Western Union received the documentation to process your request on June 8, and your request was
processed accordingly on June 26, The Money Orders in question were cashed on May 17, and May 18, 2017, therefore; a refund is not available.In instances like this one, Western Union can only provide the copies of the cashed itemsWe have mailed the copies of the money orders in question to the address that you indicated in the documentation.We regret any inconvenience that this matter could have causedSincerely, Executive Resolutions Department Western Union

Dear *** ***,Western Union is responding to your complaint to the Revdex.com.Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsWestern Union works hard to
provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately We have sent a Reinstatement Request Questionnaire to you under separate cover for privacy and security purposesPlease complete and return it to us so that we may review it for consideration of reinstatement.To address your request for compensation: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,*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
First off, they did this with transfers and to date, they have only refunded one of theseSecond, this still does not explain WHYHow is it that they've done these transfers for years and then suddenly stopped - and with no explanation? If there is an issue that I should be aware of (fraud, etc), shouldn't I be aware? Was there some issue that may have put my personal and/or financial data in jeopardy? Why isn't this company responsible to disclose such information if it exists?

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
My only skepticism is that the letter gave no amount of the refundHopefully they will do the right thing and refund the full amountIf so I appreciate your help and support in this matterEither way I appreciate the support.Thank you
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/09/14) */
Dear *** ***,
Western Union is responding to your August 31, complaint to the Revdex.com
Western Union is in receipt of the complaint you filed with the Consumer Financial Protection BureauUpon further review, we
have confirmed the complaint filed with both agencies are regarding the same issueWe have responded to your issue through the Consumer Financial Protection Bureau portal
Please see findings below:
You state in your complaint that you initiated a transaction through Western Union and were required to provide documentation as part of a Compliance process; however, your transaction has not been released and you have not been provided with answers to your questionsYou want your transaction to be refunded or released for pick upYou want proof that you are disallowed from using Western Union services
We have conducted an investigation On July 14, at 5:PM Eastern Standard Time, you initiated a transaction in the amount of $to *** *** in UkrainePlease be aware that your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsA previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately
Western Union is required by law to screen all transactions for names identified on international government sanction watch listsWhen our systems identify a transaction that may have been sent by or destined for someone whose name appears on one of the lists, Western Union is obliged to hold the funds until it is confirmed that the customer is not the same individual as the one on the listOn your transaction, your name is very common and it has a potential match so our Security Department required a copy of your ID
You may find additional information at www.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
Kind Regards,
*** ***

Dear Ms***, This is in response to the rebuttal to a complaint you filed with the Revdex.com. Our records indicate that on November 4,we provided you with a copy of a Money Order as per your request based on the information you provided, and you indicated it was the incorrect Money OrderOn November 10,2016, via a phone conversation we advised you to resubmit a Research Request form with more accurate information in order for Western Union to precisely retrieve your requestSince then, we have not received further information from you. We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group

Dear *** ***, Western Union is responding to your complaint to the Revdex.comWestern 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 quicklyPer our email correspondence dated March 27, you have confirmed receipt of your refund on March 25, 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,*** ***

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