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The Western Union Company Reviews (1762)

Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the correspondence we received from you through the Revdex.com dated May 14, In your communication, you reported to us that you sent a money transfer via
Western Union with Money Transfer Control Number (MTCN): XXX-XXX-You stated that your intended receiver, Nephew *** *** did not have a valid form of ID, and would need to retrieve his funds by use of a test question
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
Per our telephone conversation and email correspondence on May 27, you confirmed you have received a refund in the amount of $on May 18, under Money Transfer Control Number XXX-XXX-
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
At this time, Western Union will consider this case closed
Kind regards,
*** ***
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 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, 4, 2015/09/16) */
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 attempted to send on September 7,
The Validation team confirmed that due to an internal technical glitch the transfer was declined
As a courtesy and based on your previous experience a fee-free promotional code was sent to you via e-mailThe 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 may have caused
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation that my money transfer was declined "due to an internal technical glitch" is disingenuous at best and fraudulent at worstIt is a catch-all response that is meaningless and impossible to confirmThe customer service agent initially responded that he could not divulge the reason my transfer was declined due to "federal regulations" and then flat out lied to me when he claimed that MY financial institution declined the transferCustomers should immediately learn the reason(s) why transfers are declinedWestern Union engages in deceptive practices and marketingI will never use their services again and I will continue to warn friends and family to avoid the company

Complaint: ***
I am rejecting this response because: Your disclaimer does not invalidate tort lawI would like you to compensate my receiver $USD recoverable damages for phone and transportation costs incurred due to your negligence by failing to use reasonable care by allowing your agents in *** to openly post notes and required receivers to provide personal information above beyond the terms of service placing them at risk for fraud, identity theft etc The delay in resolving this negated the main benefit of the service which is to have money in minutes and thus constitutes a breach of contractFinally you have not provided any proof of remediation nor efforts to prevent this from happening in the future
Sincerely,
*** ***

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 industryKind Regards,*** ***Tell us why here

Initial Business Response /* (1000, 4, 2015/11/06) */
Dear *** ***,
Western Union is responding to your October 13, 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 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 issued to you on October 9, 2015, please allow to business days for the funds to be processed back to your account by your bank
Kind Regards,
*** ***

Initial Business Response /* (1000, 4, 2015/09/25) */
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
Our records indicate that the Money Order was successfully cashed by Capital OneWe have issued a refund check to you for the processing fee in the amount of $15.00, it was sent on September 18, please allow to business days for delivery via USPS
Kind Regards,
*** ***

Dear Mr***,This is in response to the complaint you filed with the Better Buseinss Bureau regarding a money transfer sent to your credit card company.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.Western Union has received confirmation from your credit card company that your payment posted to your account on December 28, Western Union will not be able to refund the transaction; however, we will provide you with compensation for the inconvenienceAn MTCN has been provided to you under separate cover.We sincerely apologize for any inconvenience you have experienced with this 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.Sincerely,Western Union Executive Team

I am rejecting it because they stated that I was never charged of the amountI was charged on august 1st and was never refunded up until nowI kept calling and they kept telling me from 3-business days to business daysThey kept promising meUntil theyre asking for my bank statements & bank account informationThey take out money lightly & theyre customer service is unprofessionalThey stole my money & they should answer for it

Dear Ms***,We have been trying to contact you regarding this case and we have not received a response yetPlease provide your bank statement showing the debits you indicate as well as the account information or the name of the company were the payments were sent to to extend the
investigation. We would appreciate your prompt response upon this matter to continue with our investigation. Western Union considers this case closed until the information requested is providedIf you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***You may also email us at [email protected] Sincerely, Executive Resolutions East Belford AvenueEnglewood, CO 80112Western Union Financial Services

Dear *** ***, This is in response to the complaint you filed with the Revdex.com regarding a money transfer ending in ***After reviewing our records, the transaction was never completed due to an invalid address entryPlease verify the address on your MyWU Profile is correct
If it is incorrect, please updateWe sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesWe have added points to your MyWU account for one fee free money transferIf you have any further questions, please email us at [email protected] and reference number ***Sincerely, Western Union Executive Resolutions Team

Dear *** *** This is in response to the complaint you filed through the Revdex.comWestern Union has performed investigation into your requestOur system confirms that your request was received and processedThe transaction history was mailed to you on January 1, The
request has been re sent to you via separate coverWestern Union considers this case closedIf you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***You may also email us at [email protected], Executive Resolutions Department Western Union

Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is writing in response to the complaint you filed with the Revdex.com
In your complaint you expressed concern regarding the delay in processing the March money transfer in the amount
of $for Money Transfer Control Number (MTCN) XXX-XXX-Please allow me the opportunity to address your concerns
Western Union has a mandatory Compliance Program in place that complies with the Federal and State Regulatory requirementsAs part of this program, we monitor all transactions and have a responsibility to understand our customers' usageBased on the information you provided, our security validation process delayed your money transfer requestEven though you may have initially requested the "Money in Minutes" transfer option, it can take up to to business days if additional verifications are requiredThe MTCN XXX-XXX-in the amount of $has been processed for refund, per your request on April 10, This information has been sent to you under separate cover for security purposes
Date available *** be displayed on receipts for international transfers higher than $Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, 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")
Read more at ***
To address your request for compensation please refer to the following:
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
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 handledI have identified and notified the appropriate management of the Customer Service Representatives that require additional training
Kind Regards,
*** ***
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Western Union is boiler plate, unresponsive and spuriousFirst, just because they have a compliance program in place is no excuse for breach of contractWU is not unique in its duty to comply with Federal, State and local lawsMany companies and individuals have the same obligation, but they also have an obligation to honor private contractual agreementsFor instance, an individual like me could not possibly claim to my creditors that I could not honor my obligations to pay bills in a timely manner, etc because I was delayed by a law that required me to be quarantined; nor could the supposed receiver of the funds seek to escape liability to creditors, etc because of WU's incontrovertible failure to perform the service as advertisedThe point is, if you cannot honor your obligations as advertised and as paid for, then you may have a problem with truth-in-service disclosuresThere was nowhere in the WU agreement where it was stated that the "Money-in-Minutes" service can take up to daysIf they cannot honor such a statement based on compliance rules, then they need to stop providing expectations to customers
Second, WU claims that based on the information that I provided, my transaction was delayedThere was nothing different from my information as used with WU this time, or that has been documented on their system for the many years that I have used their serviceIf they chose to delay my transfer for whatever reason, why was I not informed of it? Not only was it not conveyed to me, I was specifically misled in being told that the funds were available for pick up by the receiver and was given a money transfer control number for the purpose of picking it upThis misrepresentation cost me and the receiver expenses, not to mention embarrassment and mental anguish
Third, WU's nonchalance to a serious matter like this speaks volumesIn their response they essentially claim that they have the right to hold funds for up to days if they choose toHowever, they held my funds not for days but days (3/28/to 4/8/15); breaching their stated spurious right to not honor the agreementThey also suggest that it is expected that this can happen and customers agree to itI challenge them to provide where in the agreement this is stated and where I agreed to it by signing it
Lastly, a company like WU operating without any accountability and unilaterally and impudently stating they cannot be held responsible for anything sounds more of a racketeer than a legitimate business that cares about its customersCustomers and ombudsmen alike have to push back against this kind of philosophy in the marketplace
Final Business Response /* *** ** *** */
Dear Mr***,
Western Union is writing in response to the rebuttal we received from you through the Revdex.com
Our position has not changed with this matterYou indicated in your complaint that you initiated a Western Union transfer on March 28, for the amount of $via "Money in Minutes" service to Nigeria, and it was not available to your recipient until two weeks laterOn April 9, you received a phone call from a Western Union representative advising you that the funds were ready for pick up after you placed several complaintsYou indicate that you spent several calls attempting to obtain information as to why your transaction was delayed, and you were advised by a customer representative that further validation was required and your telephone number that you listed was never answeredDue to the delay you state that you had to gather an additional $to send funds via another money transmitter, you also indicate that you incurred bank charges for bounced checks and your receiver also incurred late fees because he was unable to pay his medical bills on timeYou are requesting an immediate refund, compensation for additional expenses incurred and an explanation as to why the transaction was not honored
Western Union has investigated this matterOur records indicate the following:
On March 28, at 9:PM Eastern Standard Time, you initiated a transfer for $to Anthony *** in Nigeria
On April 10, as per your request a refund was processed for the amount of $
Western Union has a mandatory Compliance Program in place that complies with the Federal and State Regulatory requirementsAs part of this program, we monitor all transactions and have a responsibility to understand our customers' usageBased on the information you provided, our security validation process delayed your money transfer requestEven though you may have initially requested the "Money in Minutes" transfer option, it can take up to to business days if additional verifications are required
The date available *** be displayed on receipts for international transfers higher than $Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, 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")
Read more at ***
To address your request for compensation please refer to the following terms and conditions:
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
Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced interacting with our operators over the phone
Western Union considers this case closed
Kind Regards,
*** ***

Dear Mr***: We are writing in response to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that Western Union is unwilling to provide you with a refund of your Western Union Money Order in the amount of $You stated that you
have been waiting over days, and the delay is unacceptable We have investigated this matter, and our records show that we have not received a money order refund request from youTo request a refund of your money order, you must follow the following instructions: If you have the original money order or your receipt: 1. Complete and sign the money order tracing-refund request on the back of the money order receipt or complete the Western Union Money Order Customer Request form2. Submit the documentation above and the $USD non-refundable processing fee to the address listed on the form, by fax 1-720-864-0477, or by email [email protected] allow days for processingWithout your original money order or purchaser’s receipt: 1. On your computer or mobile device, go to Western Union Money Order Research Request form2. Print the form, and then complete and sign it3. Take the form to be notarized4. Submit it with all available documents* showing you as purchaser, and the $USD nonrefundable processing fee to the address listed on the form, by fax 1-720-864-0477, or by email [email protected] the money order was stolen, please provide a copy of the police reportProcessing can take as long as - weeks, and you may not be eligible for a refundWe are happy to process your money order refund request after receiving the required Western Union formsYou can obtain all forms at www.westernunion.comIf the money order has not been cashed, you will get a refundIf it has been cashed, you will get a copy of it We also apologize that you were unable to speak with a Western Union Customer Service Representative, at times our call volumes may require you to wait for the next available Representative Western Union considers this case closedIf you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #***You may also email us at [email protected], The Western Union Executive Resolutions Team

Initial Business Response /* (1000, 4, 2015/07/15) */
Dear *** ***,
Western Union is responding to your July 7, 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
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,
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent out the email to *** *** days ago and she never responded back! how is she saying she was unable to reach me when she hasn't even read my email?! attached you will find the response I sent her days ago along with the screen shot she requestedI am really irritated at the irresponsibility shown by this business! A good business is NOT run like this!
RH
Final Business Response /* (4000, 8, 2015/07/29) */
Dear *** ***,
Western Union is responding to your July 20, rebuttal to the Revdex.com
The screenshots you have included indicate that the information you are providing is not being accepted by the online tool
This indicates that there is a mismatch with the information being providedPlease be sure you are entering the information exactly the same wayPlease also be sure to enter phone numbers without hyphens or spaces, as indicated
We do not offer fee free Direct to Bank service to Pakistan, please refer to our Terms and Conditions regarding fees at westernunion.com
Western Union considers this case closed
Kind Regards,
*** ***
Final Consumer Response /* (4200, 10, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just assumed I didn't enter information correctly! Not only myself but my husband entered information and time and again error comes up even when there is no hyphen or any other special characters are there! This company is completely shady or they would actually look into this matter rather than dismissing it as my mistake!

Dear *** ***Western Union is responding to your rebuttal to the Revdex.com.We must reiterate: Your claim was sent to the BOFD (Bank of first Deposit) for investigationThe average time to resolve a forgery claim is 90-days from the date that all properly filled in, signed and notarized Forgery documents have been received by Western UnionHowever, sometimes the investigation can take more timeWhile we understand that this is a lengthy process, unfortunately, Western Union Financial Services, Inchas no influence over the Bank's decision or the timeframe of the investigation as the Bank is a separate business with its own rules and policiesAs of now, the claim is still pending at the BOFD and the final resolution date has not yet been providedMoreover, in regards to your address change, this has already been changed in the forgery system and once we receive the final resolution from the BOFD, we will send a response to you via USPSThis is the highest point of escalation within Western Union your complaint has been acknowledged, and our position in this matter has not changedKind Regards, *** ***

Complaint: *** I am rejecting this response because: This sounds like a generic response that they were trained to sayThis does NOT address the fact that they repeatedly penalized me for some chick who happens to have the same name as myself on the east coastI have sent a letter to the fraud division, and was ignoredA rehearsed answer is not the correct oneI want to know what exactly will be done to prevent this from happening again in the futureI also want to know why it took me writing a letter to them, to not receive a responseThis is why I was pushed against the wall and felt like I had no choice but to contact the Revdex.comAgain, I want direct non rehearsed answers as to HOW this will be resolved in the immediate futureSincerely, *** ***

Dear *** *** ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have reviewed your concernOur Digital Accounting team confirmed only debiting one payment from your credit card for $
(Principal & Charges)We are not able to send an Authorization Removal letter to your bank as there are no other pending transfers from our sideWe would suggest you contact your bank to have them remove the hold on any pending charges. Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you facedPlease 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 causedSincerely, Executive Resolutions Group

Dear Mr***,Western Union is writing in response to the complaint received from you through the Revdex.com portalPlease be aware that the sender's name has been changed accordinglyFurthermore, we have confirmed that you have not picked up your refund of the service feesWestern Union has created a new Money Transfer Control Number to refund the service fees, as the original has expired after days. The details of the new refund of the service fees have been sent to you via separate emailPlease collect the refund within calendar days from today, March 3, We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry Sincerely,The Western Union Executive Resolutions Team

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