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Reviews Money Orders The Western Union Company

The Western Union Company Reviews (1762)

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

Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on April 10, On April 13, you requested to cancel the transfer and because the
transaction was recorded online through Western Union’s Web site, the electronic refund initiatedDue to a technical error, the electronic refund failedWe have sent you a check via overnight deliveryYou confirmed receiving the check on March 10, The refund of fees was sent separately via regular mailPlease allow 7-days for the mailing time.As a courtesy, we added points to your MYWU account which will cover the fees on your next two transactionsAll this information was provided to you via separate e-mail.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 rebuttal to the Revdex.com.Please be advised, we can refund your transaction, however this may take longer than your receiver picking up the transactionWe will only refund the principle amount of the transaction and not the fee as there was no faulty service on the part of Western Union.According to our records, The Money Transfer Control Number XXX-XXX-*** which has been sent to you under separate cover for security and privacy concerns, is still available for your receiver to pick upPlease ensure that your receiver is providing the correct number to the Agent at the time of payoutPlease contact me directly to confirm how you would like to proceed.Kind Regards,*** *** Tell us why here

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, but only at this point in timeIf I do not in fact, get a check from western union within the promised time period, I will not be satisfied at all, and will be in touch with you again on this matter Thank you for your assistance.
Sincerely,
*** ***-***

Complaint:
I am rejecting this response because:TThese people are full of it! I has to go through to many issues and have already submitted documents 10.or more timesI have gotten my money back and will nevery use your services ever again in lifeYou people are a joke and a rip offYour customer service sucks as well.
Sincerely,
*** ***

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
Our records indicate that this was a WU Pay transaction, and you were informed of the funds availability timeframe associated with this type of transactionWe issued a refund to you per your request on May 8, 2015, which was a Friday, we processed the refund the next business day, Monday May 11, please understand it takes to business days for bank processing back to your accountIf your records do not reflect this please advise us, so that we may assist you further
Your request for compensation can be addressed in our Terms and Conditions by visiting ***
All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union's terms and conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, Western Union's terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union's Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like
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, 6, 2015/04/24) */
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
We must direct you to our Terms and Conditions, to address the exchange ratePlease understand this is only an estimation, as exchange rates do fluctuateThe following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be appliedUnited States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rateAny difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer feesSubject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transactionPayouts will generally be made in the national currency of the Expected Payout Location ("Local Currency")In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locationsWestern Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected
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
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
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 Consumer Rebuttal /* (3000, 8, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked this question several times to Western Union and never got an answer, so I will ask again - "Why was the transaction declined?""Failure to meet our validation requirements" does not really answer that questionWhat validation requirements did it fail to meet? Was there any information missing? Or was there a change in exchange rates which caused it to fail validation requirements? When transactions are blocked or limited a full disclosure of the reasons and what consumers can do to avoid such scenarios is important
To compensate for the time consumed in chasing down Western Union, the resulting delay in transferring the money which had cascading impact and a different exchange rate for subsequent transfer, a $compensation amount is the minimum we expect along with a promise to make the reason for limiting transactions transparent to the public (and proactively reaching out to address the situation)
Final Business Response /* (4000, 10, 2015/05/11) */
Dear *** ***,
Western Union is writing in response to the rebuttal you filed with the Revdex.com
Our position in this matter has not changed, we must reiterate
We must direct you to our Terms and Conditions, to address the exchange ratePlease understand this is only an estimation, as exchange rates do fluctuateThe following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be appliedUnited States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rateAny difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer feesSubject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transactionPayouts will generally be made in the national currency of the Expected Payout Location ("Local Currency")In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locationsWestern Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected
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
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 considers this case closed
Kind regards,
*** ***

Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ** ***,
Western Union is responding to your September complaint to the Revdex.com
Per your email correspondence dated October 8, you have indicated the Money Order was accepted by the intended payee, and
this is no longer an issue
To address Western Union policies we must refer you to our Terms and Conditions which can be reviewed by visiting:
westernunion.com
Best Regards,
*** ***

Dear *** ***,Our position in this matter has not changed, we must reiterate.Our records indicate that you were refunded for this transaction on 8/31/2016.Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting ***.All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Western Union considers this case closed.Kind Regards,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.Due to a business decision a full refund has been processedWe contacted you by telephone on February 16, and agreed to send you the
details of the refund via e-mail which has been sentDirect contact information was shared in case additional support is required.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 Western Union involving issues with a Money Order check. Western Union confirmed with you via telephone on January 18, 2017, that you were able to cash the check through your bankYou were advised that from Western
Union’s side, there was no issue with the check. Direct contact information was shared with you in case you require additional support in the future. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group

Dear *** ***, This is in response to the rebuttal to a complaint you filed with the Revdex.com.We 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 refundAs per our conversation held on September 12, we provided you with a Retail Money Transfer Refund. We regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Team

Dear Mr***,Western Union is writing in response to the complaint received from you through the Revdex.com portalWestern Union has reevaluated this case and confirmed this transaction was paid correctly according to our terms and conditions.Unfortunately, we are unable to comply with a refund in this case.If you should desire additional documentation regarding the recipient (i.eunmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy lawsWestern Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoenaIf your local law enforcement cannot pursue a criminal investigation, they may still help you obtain the documentation outlined above, so that the law enforcement in *** can further investigateWestern Union considered this case closedIf you should have any additional questions or concerns, please contact our Corporate Headquarters at ***, and provide the Western Union Reference # ***You may also email us at ***Sincerely, The Western Union Executive Resolutions Team

Initial Business Response /* (1000, 4, 2015/09/08) */
Dear *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have tried to contact you over the telephone and also via e-mail on September
and 8, 2015; however, we have been able to reach you
We have used the information available (Name, Phone Number, Address, Amount, Dates, Possible Agents) to try to locate the mortgage payment that you stated were done at a *** location in Loganville on April We found two *** locations in Loganville and searched through their transactional records and could not find a payment that matches the details you have indicated
After contacting the departments that handle different products such as Convenience Pay, Paymap, Quick Collect, WU Pay and the regular money transfer service, we have been unable to locate the transfer/payment
Kindly reply back to the e-mails that you have received from our Executive Resolutions office or feel free to call the direct line that was shared in those e-mails
At this point we are unable to proceed with your request until we can gather further information from you
We regret any inconvenience this matter has caused
Sincerely,
Executive Resolutions Group

Dear *** ***, Western Union is responding to your complaint with the Revdex.com In your complaint, you stated that your money order was stolen and fraudulently cashedOur records indicate the following: Money order was purchase on January 4, 2016; The
money order was cashed on January 26, 2016; Western Union received a tracer request for the money order on February 11, 2016; The tracer request was processed on February 15, 2016; On April 27, 2016, we received a forgery request from you; however, the information on the form was incomplete; On May 25, 2016, Western Union sent you a letter, asking to resubmit the request with the completed forms To date, we have not received the completed Forgery documentation; thus, the process has not been initiatedIn order to start the forgery claim process, Western Union is required to obtain the fully completed formsUpon receipt of the documentation, Western Union will be acting on your behalf to collect the funds from the *** ** *** *** ***; however, the final determination will be made by the *** after conducting their internal investigation We apologize for any inconvenience this matter may have caused Kind Regards, *** ***

Complaint: ***
I am rejecting this response because: 1.) If Wupay is no longer a valid option, why is it still listed on the website? 2.)I asked to have someone review my account and accept it for WUPAY. My name is on the bank account (with my husband *** ***) and my name is on the WUPAY account I set up. All I got from western union was a form response that refused to review my account and did not provide a phone number that I could call to speak to someone. There should be some human review process that looks at so-called mismatches between wupay name and bank account name and accepts bank accounts with two names as a match for a single person on the wupay account. alternatively, western union could accept a two-person wupay accountOr western union could accept a business account. An acceptable response would be to have someone review my account and accept my wupay account for transactions, or remove the wupay option from the website Also, I would like to know when this "business decision to remove wupay" was made and I would like to see some documentation of this assertion
Sincerely,
*** ***

Dear *** H***, 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 December 27, We have sent you a check via overnight delivery to the address
on fileThe check will arrive on Wednesday, March 9, 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 receive 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

Initial Business Response /* (1000, 4, 2015/10/07) */
Dear *** ***,
Western Union is responding to your September 16, 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
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 we have refunded your transaction in the amount of $back to your bank account on September 14,
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,
*** ***

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, 5, 2015/12/21) */
Dear *** *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We really appreciate your feedback, thank you for taking the time to report
it and give us the opportunity to continue improving our servicesWe have reviewed the transaction that originated on December 5, We have opened up an investigation with the sending agent to ensure that proper feedback/coaching will be provided to the operator involved, if applicable
Our records indicate that the MYWU account number used to send the funds matches with the details of the sender of the transferSending funds using someone else's MYWU account it is not allowed
The transfer did hit a security filter and additional verification was requiredWestern 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
Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues:
WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAWAdditional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you chooseService 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")
As you stated in your complaint, you were able to successfully collect your full refund on the same day
Quality service to our consumers is our primary concern at Western UnionMy apologies for your overall experience and for the struggles you faced interacting with our operators over the phoneAs 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 customersWe have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly
We regret any inconvenience this matter may have caused
Sincerely,
Executive Resolutions Group

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