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
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,
*** ***
Complaint: ***
I am rejecting this response because: Western Union lied and as of yesterday, 11/30/my brother still did not receive the money from Western UnionAs a matter of fact, the Western Union in Nigeria confirmed to him that there was no record of any remittance from me and the transfer never made it to Nigeria from the United StatesI have a fixed income, work too hard and can not afford to loose $plus interest and inconvenience from the Western UnionPlease I need your helpKindly help me to recover my hard earned savings for me from the Western UnionThanks
Sincerely,
*** ***
Dear Mr***:I am responding to your March 3, complaint sent to the Revdex.com (Revdex.com)In your complaint, you expressed concern regarding the time frame it takes for your money transfer transactions to reach your bank accountYou stated that some are posted the next day, and
others can take several daysYou also mentioned that your February 21, money transfer was not applied to your bank account.Western Union has investigated this matterOur records indicate the following:On February 21, at 6:PM Eastern Standard Time, you initiated a transfer for $at a Western Union agent location in *** *** to the bank account of *** *** located in ***. On February 21, at 7:PM Eastern Standard Time, your funds were delivered to the receiving bankThe intended payee information was provided on the money transfer transaction.On March 2, at 9:AM Eastern Standard Time, you contacted our Western Union Customer Care Center stating that the funds are not in the receiving accountWe explained that the funds had been sent and delivered to the receiving bank, and that it can take up to business days to have the funds applied to the accountWe explained that we will initiate a bank tracer on the funds.On March 3, at 7:PM Eastern Standard Time, we initiated a bank trace to determine the status of the funds.On March 6, at 9:AM Eastern Standard Time, we received the results of the bank traceYour bank confirmed receipt of the funds on February 21, 2017, and they were credited to receiving bank account on March 6, 2017.Western Union is committed to protecting the interests of our customers, and takes actions to provide accurate delivery of goods, or rendering of serviceFor future transactions, you may want to contact the receiving bank to determine if they can apply the funds to the bank account soonerUnfortunately, Western Union has no control over the funds once they leave our institution.Western Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ***, and provide the Western Union Reference #***You may also email us at ***Sincerely,The Executive Escalations Team
Dear Mr***,Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please be aware that we have attempted to contact you on several occasions; however, we have not been able to contact youPlease provide us the direct address for each of
the five agencies your receiver visited since this information is needed to further investigate this matter.Western 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
Dear *** ***,
Western Union is responding to your December 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
Per our email correspondence, you have confirmed that your issue has been resolved
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 *** ***,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.Our records indicate that your refund was processed on 8/2/2016.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 Resolutions Team
Complaint: ***
I am rejecting this response because: the forgery paper clearly states that it is to be filled out by the intended payee which in this case is the IRS, who never received the money order because it was cashed by an unknown person and not signed on the back.
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/08/17) */
Dear *** ***,
Western Union is responding to your July 23, complaint to the Revdex.com
Our records indicate the following, sent to you under separate cover for privacy and security purposes
Referral 1:
Referee
***@gmail.com received a promo code (XXXXX-XXXXXXXXX) on Sept26, based on a referral from referrer: ***@gmail.comReward emails were sent to both referee and referrer on Oct28, based on confirmed new customer transaction in our system
Referral 2:
Referee ***@gmail.com received a promo code (XXXXX-XXXXXXXXX) on July 16, from referrer: ***@gmail.comWe have no record that the referee has completed an online transfer, It is required that a new customer transaction occurred, to be eligible for the promotion
Please note that it can take up to weeks for rewards to be fulfilled
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In the mentioned response from Western Union the Referral case is resolved I received the reward coupon
Still I am waiting for Referral 2, which I haven't received from Western UnionMy friend already did the transaction to satisfy the condition for reward couponCan Western Union look into it to verify
Dear *** *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedPlease note that we have concluded our investigation of your ComplaintThank you for your patience while we carried
out our investigation.Our records indicate that a refund check was mailed to your address on record on December 24th, Due to holidays the mailing service may take more time than expectedPlease note that the original Money Order was for $20.00, however $were taken from the refund as a processing fee cost, therefore your refund is for a total amount of $5.00. Furthermore, as a courtesy for the inconveniences you have experienced, Western Union has refunded the $processing fee via a Money Transfer Control NumberThe tracking number and the instructions on how to collect these funds have been provided to you under separate coverWe 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 have experienced.We have reviewed your concern involving the transaction that you sent on March 7, 2016.We have processed a full refund for $and
sent you a check via overnight deliveryThe check should arrive at your physical address on Monday 13, 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
Initial Business Response /* (1000, 5, 2015/07/14) */
Dear *** ***
This is in response to the June 26, 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 have researched your claim and have determined that the individual you referred did not participate in the program
Once a 'friend' receives a referral they do the following to participate:
- click on the link in the referral email
- arrive at the recipient landing page where they enter name and email address requesting that we send them a promo code to use when the transact on westernunion.com
- receive promo code email
- proceed with transaction
None of the above mentioned actions happened, which is why no one received the Refer-A-Friend reward
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 us
Best regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a referral promotionIf you see my attachment, this is for trying western union for the FIRST TIME by sending a minimum of $which I did on 2/16/
tracking number (MTCN) is : XXXXXXXXXX
Transaction Date: 02/16/13:43:ET
Final Business Response /* (4000, 9, 2015/07/24) */
Dear *** ***,
Western Union is responding to your July 20, rebuttal to the Revdex.com
Our records indicate that the reward was sent to you on March 8, to ***@yahoo.com for Money Transfer Control Number XXX-XXX-It is possible that it landed in your junk/spam folder
We resent the reward information to you yesterday to ensure you receive it
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union rewardIt 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,
*** ***
Final Consumer Response /* (2000, 11, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Promotion rec'd
Initial Business Response /* (1000, 4, 2015/09/08) */
Dear *** ***,
Western Union is responding to your August 21, 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
This transaction was paid on August 20, The delay was due to a technical issue and we have issued a refund of your fee in the amount of $
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 Consumer Rebuttal /* (3000, 6, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union states it was a "technical issue" that delayed the guaranteed delivery of fundsThis caused our Wells Fargo bank account to be on alert and since this incident has occurred we've had to create a new checking account numberThis level of service is unacceptable and has caused more cost in time and effort than a refunded amount such as they've provided can compensate
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I need a receipt that they removed more than $from my bank account to cover this fraud amount
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 11, Because the funds were sent to an incorrect bank account, we
needed to obtain confirmation from the bank prior to refunding the money backOur records indicate that you successfully collected your funds back on February 25, 2016. Thank you for reporting this incidentWe will reinforce the procedures with the store to prevent similar scenarios from occurringQuality 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 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 investigation and the results are that transaction shows as paid correctlyOur policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transferWe do instruct and expect our Agent partners to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payoutIn addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number: XXX-XXX-***, all of which are details known only by the receiver of the money transfer. Please bear in mind that Western Union does not base a claim on signatures and is not a decisive factorObvious errors and evident discrepancies will determine if the transfer was paid to the correct consumerIn our records we were able to obtain a copy of the ID and the signed receipt of the person who cashed your transfer, however this documentation is only available through a subpoena request.If you feel that documents were used, it will require an official investigation alreadyThe law enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in investigationRegretfully, Western Union is not authorized to initiate or conduct a criminal investigationYou may secure a police request in reference to this money transferThe police can then contact us directly so we can provide them with the contact information of the department dedicated with police queriesPlease be assured that Western Union works closely with the authorities once an official investigation has taken place.The law enforcement should 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, Inc. Attn: Custodian of Records *** ** *** *** ***
*** ** ***2We 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 Sir/Madam, Please be informed that I cannot get into the email you sent so I am replying here insteadWith regards to the response of Western Union, this is the same tactic that they have employed with again and againThey give the wrong dateThe date that my complaint is about is April 16, 2015, MTCN # ***This was never receivedThank you*** ***
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 quicklyThe Money Transfer Control Number you provided is not validCould you please provide us with the correct MTCN, so that we can further assist you? We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industryKind 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 customers every time they use one of our products or servicesWhenever an issue is
brought to our attention, we take it very seriously and move to correct the issue quickly.Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.comUnfortunately, we have been unable to reach resolution in your matter yet, despite our best effortsPlease be assured that we will respond as soon as possible with an updateWe 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 industryAn 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,*** ***
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 concerns regarding your recent experience trying to collect funds sent through Western UnionBecause Western
Union's contract is with the sender of the transaction, we are unable to provide specific information regarding the transaction mentioned in your complaintIf the sender has any questions regarding the status of the transfer, he is welcome to contact Western Union directly and his concerns will be addressed accordingly
We regret any inconvenience this matter may have caused
Sincerely,
Executive Resolutions Group
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
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,
*** ***
Complaint: ***
I am rejecting this response because: Western Union lied and as of yesterday, 11/30/my brother still did not receive the money from Western UnionAs a matter of fact, the Western Union in Nigeria confirmed to him that there was no record of any remittance from me and the transfer never made it to Nigeria from the United StatesI have a fixed income, work too hard and can not afford to loose $plus interest and inconvenience from the Western UnionPlease I need your helpKindly help me to recover my hard earned savings for me from the Western UnionThanks
Sincerely,
*** ***
Dear Mr***:I am responding to your March 3, complaint sent to the Revdex.com (Revdex.com)In your complaint, you expressed concern regarding the time frame it takes for your money transfer transactions to reach your bank accountYou stated that some are posted the next day, and
others can take several daysYou also mentioned that your February 21, money transfer was not applied to your bank account.Western Union has investigated this matterOur records indicate the following:On February 21, at 6:PM Eastern Standard Time, you initiated a transfer for $at a Western Union agent location in *** *** to the bank account of *** *** located in ***. On February 21, at 7:PM Eastern Standard Time, your funds were delivered to the receiving bankThe intended payee information was provided on the money transfer transaction.On March 2, at 9:AM Eastern Standard Time, you contacted our Western Union Customer Care Center stating that the funds are not in the receiving accountWe explained that the funds had been sent and delivered to the receiving bank, and that it can take up to business days to have the funds applied to the accountWe explained that we will initiate a bank tracer on the funds.On March 3, at 7:PM Eastern Standard Time, we initiated a bank trace to determine the status of the funds.On March 6, at 9:AM Eastern Standard Time, we received the results of the bank traceYour bank confirmed receipt of the funds on February 21, 2017, and they were credited to receiving bank account on March 6, 2017.Western Union is committed to protecting the interests of our customers, and takes actions to provide accurate delivery of goods, or rendering of serviceFor future transactions, you may want to contact the receiving bank to determine if they can apply the funds to the bank account soonerUnfortunately, Western Union has no control over the funds once they leave our institution.Western Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ***, and provide the Western Union Reference #***You may also email us at ***Sincerely,The Executive Escalations Team
Dear Mr***,Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please be aware that we have attempted to contact you on several occasions; however, we have not been able to contact youPlease provide us the direct address for each of
the five agencies your receiver visited since this information is needed to further investigate this matter.Western 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
Dear *** ***,
Western Union is responding to your December 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
Per our email correspondence, you have confirmed that your issue has been resolved
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 *** ***,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.Our records indicate that your refund was processed on 8/2/2016.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 Resolutions Team
Complaint: ***
I am rejecting this response because: the forgery paper clearly states that it is to be filled out by the intended payee which in this case is the IRS, who never received the money order because it was cashed by an unknown person and not signed on the back.
Sincerely,
*** ***
Initial Business Response /* (1000, 9, 2015/08/17) */
Dear *** ***,
Western Union is responding to your July 23, complaint to the Revdex.com
Our records indicate the following, sent to you under separate cover for privacy and security purposes
Referral 1:
Referee
***@gmail.com received a promo code (XXXXX-XXXXXXXXX) on Sept26, based on a referral from referrer: ***@gmail.comReward emails were sent to both referee and referrer on Oct28, based on confirmed new customer transaction in our system
Referral 2:
Referee ***@gmail.com received a promo code (XXXXX-XXXXXXXXX) on July 16, from referrer: ***@gmail.comWe have no record that the referee has completed an online transfer, It is required that a new customer transaction occurred, to be eligible for the promotion
Please note that it can take up to weeks for rewards to be fulfilled
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (2000, 11, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In the mentioned response from Western Union the Referral case is resolved I received the reward coupon
Still I am waiting for Referral 2, which I haven't received from Western UnionMy friend already did the transaction to satisfy the condition for reward couponCan Western Union look into it to verify
Dear *** *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedPlease note that we have concluded our investigation of your ComplaintThank you for your patience while we carried
out our investigation.Our records indicate that a refund check was mailed to your address on record on December 24th, Due to holidays the mailing service may take more time than expectedPlease note that the original Money Order was for $20.00, however $were taken from the refund as a processing fee cost, therefore your refund is for a total amount of $5.00. Furthermore, as a courtesy for the inconveniences you have experienced, Western Union has refunded the $processing fee via a Money Transfer Control NumberThe tracking number and the instructions on how to collect these funds have been provided to you under separate coverWe 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 have experienced.We have reviewed your concern involving the transaction that you sent on March 7, 2016.We have processed a full refund for $and
sent you a check via overnight deliveryThe check should arrive at your physical address on Monday 13, 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
Initial Business Response /* (1000, 5, 2015/07/14) */
Dear *** ***
This is in response to the June 26, 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 have researched your claim and have determined that the individual you referred did not participate in the program
Once a 'friend' receives a referral they do the following to participate:
- click on the link in the referral email
- arrive at the recipient landing page where they enter name and email address requesting that we send them a promo code to use when the transact on westernunion.com
- receive promo code email
- proceed with transaction
None of the above mentioned actions happened, which is why no one received the Refer-A-Friend reward
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 us
Best regards,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a referral promotionIf you see my attachment, this is for trying western union for the FIRST TIME by sending a minimum of $which I did on 2/16/
tracking number (MTCN) is : XXXXXXXXXX
Transaction Date: 02/16/13:43:ET
Final Business Response /* (4000, 9, 2015/07/24) */
Dear *** ***,
Western Union is responding to your July 20, rebuttal to the Revdex.com
Our records indicate that the reward was sent to you on March 8, to ***@yahoo.com for Money Transfer Control Number XXX-XXX-It is possible that it landed in your junk/spam folder
We resent the reward information to you yesterday to ensure you receive it
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union rewardIt 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,
*** ***
Final Consumer Response /* (2000, 11, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Promotion rec'd
Initial Business Response /* (1000, 4, 2015/09/08) */
Dear *** ***,
Western Union is responding to your August 21, 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
This transaction was paid on August 20, The delay was due to a technical issue and we have issued a refund of your fee in the amount of $
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 Consumer Rebuttal /* (3000, 6, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union states it was a "technical issue" that delayed the guaranteed delivery of fundsThis caused our Wells Fargo bank account to be on alert and since this incident has occurred we've had to create a new checking account numberThis level of service is unacceptable and has caused more cost in time and effort than a refunded amount such as they've provided can compensate
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I need a receipt that they removed more than $from my bank account to cover this fraud amount
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 11, Because the funds were sent to an incorrect bank account, we
needed to obtain confirmation from the bank prior to refunding the money backOur records indicate that you successfully collected your funds back on February 25, 2016. Thank you for reporting this incidentWe will reinforce the procedures with the store to prevent similar scenarios from occurringQuality 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 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 investigation and the results are that transaction shows as paid correctlyOur policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transferWe do instruct and expect our Agent partners to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payoutIn addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number: XXX-XXX-***, all of which are details known only by the receiver of the money transfer. Please bear in mind that Western Union does not base a claim on signatures and is not a decisive factorObvious errors and evident discrepancies will determine if the transfer was paid to the correct consumerIn our records we were able to obtain a copy of the ID and the signed receipt of the person who cashed your transfer, however this documentation is only available through a subpoena request.If you feel that documents were used, it will require an official investigation alreadyThe law enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in investigationRegretfully, Western Union is not authorized to initiate or conduct a criminal investigationYou may secure a police request in reference to this money transferThe police can then contact us directly so we can provide them with the contact information of the department dedicated with police queriesPlease be assured that Western Union works closely with the authorities once an official investigation has taken place.The law enforcement should 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, Inc. Attn: Custodian of Records *** ** *** *** ***
*** ** ***2We 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 Sir/Madam, Please be informed that I cannot get into the email you sent so I am replying here insteadWith regards to the response of Western Union, this is the same tactic that they have employed with again and againThey give the wrong dateThe date that my complaint is about is April 16, 2015, MTCN # ***This was never receivedThank you*** ***
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 quicklyThe Money Transfer Control Number you provided is not validCould you please provide us with the correct MTCN, so that we can further assist you? We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industryKind 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 customers every time they use one of our products or servicesWhenever an issue is
brought to our attention, we take it very seriously and move to correct the issue quickly.Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.comUnfortunately, we have been unable to reach resolution in your matter yet, despite our best effortsPlease be assured that we will respond as soon as possible with an updateWe 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 industryAn 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,*** ***
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 concerns regarding your recent experience trying to collect funds sent through Western UnionBecause Western
Union's contract is with the sender of the transaction, we are unable to provide specific information regarding the transaction mentioned in your complaintIf the sender has any questions regarding the status of the transfer, he is welcome to contact Western Union directly and his concerns will be addressed accordingly
We regret any inconvenience this matter may have caused
Sincerely,
Executive Resolutions Group