Complaint: ***
I am rejecting this response because: I am not discussing that refund they told you about .It is about not communicating with me concerning the $charges on 7/31/ too late .How am I to know that Western had a ' glitch' in middle of July ? Bad service. At least they should compensate by giving me 1/of these funds.This is a huge error on their part .
Sincerely,
*** ***
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union received the requested information from you in order to complete our Compliance investigation related to the
ability for your mother, *** *** to use our serviceWe have determined that she has been approved to use Western Union Services. Western Union considers this case closedIf 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 Group
Dear Ms***,Western Union has investigated your caseWe apologize that you were not satisfied with our previous responseAccording to our risk collections department, they have been trying to contact you in the past few days at the phone number *** and have not received an answerPlease contact them at 855-360-so they can assist you with the refund or let us know the best phone number and time to contact you to proceed accordingly.Western 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]. Sincerely,Executive ResolutionsEast Belford AvenueEnglewood, CO 80112Western Union Financial Services
Dear *** *** This is in response to the rebuttal filed with the Revdex.comWe sincerely apologize for the problems you have experiencedPlease be advised that we have reviewed our records and we were not able to locate the refund information provided to youTo compensate for the inconvenience, we have created a new transactionThe details of the refund information have been provided to you via separate coverYou may collect the funds at any Western Union locationWe regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industryExecutive Resolutions Department Western Union
ear *** ***This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenienceOur records indicate that on
July 18, 2016, a transaction was recorded under your name for the amount of CADPlease know that the complaint filed was escalated to the person in charge of the agent location.We understand that having the remaining funds deposited into a prepaid was not what you expected Western Union to do, however the agent location did not have enough cash to pay out the full amountThis is the reason why the funds were posted into the Prepaid cardAs a one-time exception and to compensate for the inconvenience we will proceed to refund the fees that were charged when you withdrew the funds from the ATMThe refund of the service fee that you requested to your father does not apply, as the money transfer that he completed was delivered successfullyThe details of your refund have been forwarded to you via separate cover.Feedback and proper coaching has been provided to the representative at the agent locationThis measure has been taken to ensure that each representative is aware of the Terms and Conditions of the cardWe appreciate you bringing this to our attention, this will definitely give us an opportunity to improve our services and do everything on our end to avoid this issue from repeating.We regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Sincerely,Executive Resolutions DepartmentWestern Union
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 concernThe Money Order department received your e-mail on December 29, The forms that you submitted provide clear
time-frames regarding how long it will take for the request to be processed (around days)The automated-non reply e-mail that you received from the RMO Inbox explained that the e-mail address is solely used for receiving Money Order refund requests and provides the Customer Support line ###-###-#### in case you want to follow up with them directly. A copy of the cashed check will be sent to the address that you provided on January 15, We are including (attached) the Forgery Acceptance letter and Affidavit forms for you to submit, if considered necessaryThe Forgery Acceptance Letter and one Affidavit form, depending on the scenario (A or B) are mandatory before a forgery investigation can initiateOnce the documents have been notarized and received, the Forgery Department will follow up with the Bank of First Deposit (BOFD) to verify if the correct procedures to cash the check were followedPlease allow days from the date you return the affidavit of forgery before making any telephone inquiriesThe average time to resolve a forgery claim is 90-days.The notarized documents, as the forms clearly indicate, will need to be sent to the address below:Western Union Financial Services Inc.Forgery DepartmentPO Box 6033, Mail Stop: M13-MEnglewood, CO 80155###-###-####We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear *** ***,We appreciate you taking the time to confirm that our response was satisfactory.Should you have any additional questions or concerns, please do not hesitate to contact us once more.Kind Regards,*** ***
Initial Business Response /* (1000, 4, 2015/09/11) */
Dear *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on August 26, According to
the comments in the transfer, you were able to collect your full refund on August 30,
We also initiated an investigation with the location to provide proper feedback/coaching to the operator involved, if applicable
Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
We regret any inconvenience this matter has caused
Sincerely,
Executive Resolutions Group
Dear Ms***, This is in response to the complaint you filed with the Revdex.com regarding a refund on your Convenience Payment made on October 5, Western Union has requested a refund on your behalf regarding your transactionAlthough we have requested a “rush” for
processing, the biller ultimately processes the request and returns the fund to Western UnionWhen the biller returns the funds to Western Union, the funds will be credited back to the agent location for pick-upIf you would like to receive a Money Transfer Control Number when the funds are returned and retrieve from a different agent location, we would need a copy of the bill statement and the Convenience Payment receiptWestern Union apologizes for any inconvenience this matter may have causedSincerely, Western Union Executive Resolution Team
Complaint: ***
I am rejecting this response because: Western Union claims to have investigated this case twice but that is not true. They continue to defend their employees even when it is obvious that they did not observe Western Union's policies. I base this on the following: 1) They have NEVER contacted the woman from my bank who was on the conference call with Western Union supervisors in the Records Validation, Consumer Protection, and Security departments (*** *** ***) on April 14, 2016. During that call the supervisors stated, "Yes, it appears that the individual's ID did NOT match 100% the name on the order." I have provided her name to Western Union twice but they have never contacted her. She will verify that these conversations occurred. Here is her contact info again:*** ***Navy Federal Credit Union*** *** ** extension *** 2) Western Union has failed to provide information to the investigating officer at the Coronado Police Department. I have provided his name as well and he has been rebuffed by Western Union when attempting to gain access to the information. Here is his contact information again:Investigation number ***Investigator: *** *** *** The frustrating part of this is that Western Union has never performed a full investigation. If they did, they would see that I paid for a money transfer to the following individual: *** *** ***
*** *** ***
*** ** *** Later that day, someone presented an ID with information below: *** *** ***
*** *** ***
*** ** *** The information does not match and the Western Union employee did not initially turn over the money to the individual. I received several texts stating the name was spelled incorrectly and that the Western Union employee would not give the individual the money. However, after several minutes, the Western Union employee decided to give him the money anyway despite the fact that THE ID DID NOT MATCH THE NAME ON THE ORDER. I know this for a fact because the individual was frantically texting me asking me to change the spelling of his name on the order which I DID NOT DO. At that point, I realized that this was likely a scam but I knew that Western Union would not turn over the funds unless the ID matched the order. Unfortunately, the money was turned over after the individual badgered the Western Union employee for more than minutes. I have attached a transcript of the texts that clearly show what transpired. Has anyone at Western Union ever bothered to read this document? I have provided it to them twice. Western Union says that it's policies were followed. If that is true, show me the documentation that proves this. I WILL NOT TAKE WESTERN UNION'S WORD THAT THEIR EMPLOYEE FOLLOWED POLICY. Was the Western Union employee perhaps involved in the scam? If so, management at Western Union is protecting their employee at my expense. Regardless of the circumstances that led up to this, the funds SHOULD NOT have been turned over to the individual. The services that I paid for in this transfer were never provided and all attempts to contact the individual have gone unanswered. Western Union should not have completed this transaction because THE ID DID NOT MATCH THE ORDER. If Western Union had followed its’ own policies, the transaction would have been interrupted and this fraud would have been prevented. They didn't and I am now out $1390. I ask that Western Union do a real investigation and contact the individuals that I have cited above. They will verify the story
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is responding to your June 6, complaint to the Revdex.com
Our records indicate that Western Union received the documents required to fulfill a Money Order refund request on
April 28, 2015, but because the Money Order form was only partially completed, and the name was illegible, the process was delayedWe received the correct documents on May 22, and processed both money order refunds and mailed the checksFor item XX-XXXXXXXXX the check was cashed on June 6, A check for XX-XXXXXXXXX had to be reissued as the name on the check was reported by you to be incorrectThis check was cashed by you on June 9, Copies of both cashed checks have been sent to you under separate cover, for privacy and security purposes
We must refer you to the Terms and Conditions information listed on the back of the Money Order regarding fees, and processing timeframes, for your future reference
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,
*** ***
Complaint: ***
I am rejecting this response because:It was not the single conversation with Western Union Customer careI made total 5+ attempts, consisting of Chat and telephonic conversations including with Supervisors over a period of daysIt is hard to believe no one was aware about the major disruption you are refering toDespite several assurances (almost for all the attempts) during conversation with customer care representatives, that some one will contact me back, no one has contacted me backDifferent people and even supervisors were giving me contradictory information about the date on which my money was supposed to be deposited in scenarioTo be precise the supervosir with whocm I talked to was inline with email confimation that I was supposed to get my money by Nov but the other supervisor with whom I talked to on Nov was very sure that the expected receipt date is Nov and not Nov Now after listening to your clarification about disruption, it is very clear that the second supervisor was lyingIt would have okay if he would told me that they are still looking into issue, lying to customer is completley unproffessional and unethicalIf you have listened to telephonic conversation I had on Nov and not taken any action (atleast not mentioned in the response), I belive that the conversation was inline with company policy and you are in agreement with that. I hereby, hence ask for compensation for the harrassment, unethical behaviour of your customer care supervisor
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/09/30) */
Dear *** ***,
Western Union is responding to your September 22, complaint to the Revdex.com
Per our September 29, email correspondence, we will require that you have the Money Order affidavit that you
completed notarized before we will be able to assist you
Western Union considers this case closed at this time, but will reopen it once the requested document is received
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I orignally had no issues with the response/request and responded accountinglyI filled out the correct form and had in notirized as askedThen sent a copy of the moneyI recieved no response nor refundThis is completely unacceptable
Final Business Response /* (4000, 10, 2015/10/21) */
Dear *** ***,
Western Union is responding to your September rebuttal to the Revdex.com
Our records indicate that we have issued a refund check to you in the amount of $that was sent to you on October 16, Please allow to business days for the check to arrive via USPS
Western Union considers this case closed
Kind Regards,
*** ***
Initial Business Response /* (1000, 7, 2015/11/14) */
Dear [redacted],
Western Union is responding to your October 6, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that your transaction was unsuccessful, no charges were taken from your account, If that is not what your bank records indicate, we will need you to send us a bank statement, where we could see the charges.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because: The last time that the truncation of letters in the first name occurred was after filing a complaint with the Revdex.com and the Attorney General of Iowa and after denying the first attempt for Western Union to deny there are two problems with their system. The last time this occurred was MTCN: [redacted]. On 9/23, I spent over 30 minutes on the phone with a customer service rep trying to explain and rectify this situation so that the receiver could pick up the transfer.Today, 10/8/16, I attempted to add a new contact in Honduras in my on-line profile. There is NOT the option for me to add 4 names that match the Honduran national identification. Stating that this has been rectified is a lie. I am again asking for a refund for transfer fees to reimburse me for my time of calling multiple times to rectify their errors, sending emails, and filling out customer service surveys about these two problems.
Sincerely,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding a refund from a money transfer.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our...
products or services.Western Union has refunded the money transaction to your sender.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and that you did not find our customer service representatives helpful in resolving your issue. It 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 Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that this transaction was paid on December 30, 2015. To retrieve those funds, you will need collect them from the recipient of this transaction. To address you concern about the charge your credit card company assessed for a cash advance, please be aware that money transfers are considered cash advances by credit card companies. You will need to address the issue of your credit card about a refund of those fees, this is also addressed in our terms and conditions. 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 conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. Kind Regards, [redacted]
Complaint: [redacted]
I am rejecting this response because:I was told by Western Union that THIS transaction was approved- both in an email AND by a customer service representative over the phone - then when my recipient drove the half hour drive to pick up, he was told no, sorry- we are not releasing funds - after calling customer service again, I was told it was now cancelled for reasons they could not divulge - my money was removed from my debit card/bank account and not refunded till one WEEK later- no excuse for this kind of treatment !!!!!
Sincerely,
[redacted]
Dear Ms. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Our records indicate that on November 4,2016 we provided you with a copy of a Money Order as per your request based on the information you provided, and you indicated it was the...
incorrect Money Order. On November 10,2016, via a phone conversation we advised you to resubmit a Research Request form with more accurate information in order for Western Union to precisely retrieve your request. Since then, we have not received further information from you. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that a refund check was sent to you on September 22, 2017. If you have not received it, please contact me directly at the email address listed below.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union money order and in using our services. It 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.Best Regards,[redacted]
Complaint: ***
I am rejecting this response because: I am not discussing that refund they told you about .It is about not communicating with me concerning the $charges on 7/31/ too late .How am I to know that Western had a ' glitch' in middle of July ? Bad service. At least they should compensate by giving me 1/of these funds.This is a huge error on their part .
Sincerely,
*** ***
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union received the requested information from you in order to complete our Compliance investigation related to the
ability for your mother, *** *** to use our serviceWe have determined that she has been approved to use Western Union Services. Western Union considers this case closedIf 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 Group
Dear Ms***,Western Union has investigated your caseWe apologize that you were not satisfied with our previous responseAccording to our risk collections department, they have been trying to contact you in the past few days at the phone number *** and have not received an answerPlease contact them at 855-360-so they can assist you with the refund or let us know the best phone number and time to contact you to proceed accordingly.Western 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]. Sincerely,Executive ResolutionsEast Belford AvenueEnglewood, CO 80112Western Union Financial Services
Dear *** *** This is in response to the rebuttal filed with the Revdex.comWe sincerely apologize for the problems you have experiencedPlease be advised that we have reviewed our records and we were not able to locate the refund information provided to youTo compensate for the inconvenience, we have created a new transactionThe details of the refund information have been provided to you via separate coverYou may collect the funds at any Western Union locationWe regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industryExecutive Resolutions Department Western Union
ear *** ***This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenienceOur records indicate that on
July 18, 2016, a transaction was recorded under your name for the amount of CADPlease know that the complaint filed was escalated to the person in charge of the agent location.We understand that having the remaining funds deposited into a prepaid was not what you expected Western Union to do, however the agent location did not have enough cash to pay out the full amountThis is the reason why the funds were posted into the Prepaid cardAs a one-time exception and to compensate for the inconvenience we will proceed to refund the fees that were charged when you withdrew the funds from the ATMThe refund of the service fee that you requested to your father does not apply, as the money transfer that he completed was delivered successfullyThe details of your refund have been forwarded to you via separate cover.Feedback and proper coaching has been provided to the representative at the agent locationThis measure has been taken to ensure that each representative is aware of the Terms and Conditions of the cardWe appreciate you bringing this to our attention, this will definitely give us an opportunity to improve our services and do everything on our end to avoid this issue from repeating.We regret any inconvenience this matter may have causedIt is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Sincerely,Executive Resolutions DepartmentWestern Union
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 concernThe Money Order department received your e-mail on December 29, The forms that you submitted provide clear
time-frames regarding how long it will take for the request to be processed (around days)The automated-non reply e-mail that you received from the RMO Inbox explained that the e-mail address is solely used for receiving Money Order refund requests and provides the Customer Support line ###-###-#### in case you want to follow up with them directly. A copy of the cashed check will be sent to the address that you provided on January 15, We are including (attached) the Forgery Acceptance letter and Affidavit forms for you to submit, if considered necessaryThe Forgery Acceptance Letter and one Affidavit form, depending on the scenario (A or B) are mandatory before a forgery investigation can initiateOnce the documents have been notarized and received, the Forgery Department will follow up with the Bank of First Deposit (BOFD) to verify if the correct procedures to cash the check were followedPlease allow days from the date you return the affidavit of forgery before making any telephone inquiriesThe average time to resolve a forgery claim is 90-days.The notarized documents, as the forms clearly indicate, will need to be sent to the address below:Western Union Financial Services Inc.Forgery DepartmentPO Box 6033, Mail Stop: M13-MEnglewood, CO 80155###-###-####We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear *** ***,We appreciate you taking the time to confirm that our response was satisfactory.Should you have any additional questions or concerns, please do not hesitate to contact us once more.Kind Regards,*** ***
Initial Business Response /* (1000, 4, 2015/09/11) */
Dear *** ***,
This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced
We have reviewed the transaction that you sent on August 26, According to
the comments in the transfer, you were able to collect your full refund on August 30,
We also initiated an investigation with the location to provide proper feedback/coaching to the operator involved, if applicable
Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue
We regret any inconvenience this matter has caused
Sincerely,
Executive Resolutions Group
Dear Ms***, This is in response to the complaint you filed with the Revdex.com regarding a refund on your Convenience Payment made on October 5, Western Union has requested a refund on your behalf regarding your transactionAlthough we have requested a “rush” for
processing, the biller ultimately processes the request and returns the fund to Western UnionWhen the biller returns the funds to Western Union, the funds will be credited back to the agent location for pick-upIf you would like to receive a Money Transfer Control Number when the funds are returned and retrieve from a different agent location, we would need a copy of the bill statement and the Convenience Payment receiptWestern Union apologizes for any inconvenience this matter may have causedSincerely, Western Union Executive Resolution Team
Complaint: ***
I am rejecting this response because: Western Union claims to have investigated this case twice but that is not true. They continue to defend their employees even when it is obvious that they did not observe Western Union's policies. I base this on the following: 1) They have NEVER contacted the woman from my bank who was on the conference call with Western Union supervisors in the Records Validation, Consumer Protection, and Security departments (*** *** ***) on April 14, 2016. During that call the supervisors stated, "Yes, it appears that the individual's ID did NOT match 100% the name on the order." I have provided her name to Western Union twice but they have never contacted her. She will verify that these conversations occurred. Here is her contact info again:*** ***Navy Federal Credit Union*** *** ** extension *** 2) Western Union has failed to provide information to the investigating officer at the Coronado Police Department. I have provided his name as well and he has been rebuffed by Western Union when attempting to gain access to the information. Here is his contact information again:Investigation number ***Investigator: *** *** *** The frustrating part of this is that Western Union has never performed a full investigation. If they did, they would see that I paid for a money transfer to the following individual: *** *** ***
*** *** ***
*** ** *** Later that day, someone presented an ID with information below: *** *** ***
*** *** ***
*** ** *** The information does not match and the Western Union employee did not initially turn over the money to the individual. I received several texts stating the name was spelled incorrectly and that the Western Union employee would not give the individual the money. However, after several minutes, the Western Union employee decided to give him the money anyway despite the fact that THE ID DID NOT MATCH THE NAME ON THE ORDER. I know this for a fact because the individual was frantically texting me asking me to change the spelling of his name on the order which I DID NOT DO. At that point, I realized that this was likely a scam but I knew that Western Union would not turn over the funds unless the ID matched the order. Unfortunately, the money was turned over after the individual badgered the Western Union employee for more than minutes. I have attached a transcript of the texts that clearly show what transpired. Has anyone at Western Union ever bothered to read this document? I have provided it to them twice. Western Union says that it's policies were followed. If that is true, show me the documentation that proves this. I WILL NOT TAKE WESTERN UNION'S WORD THAT THEIR EMPLOYEE FOLLOWED POLICY. Was the Western Union employee perhaps involved in the scam? If so, management at Western Union is protecting their employee at my expense. Regardless of the circumstances that led up to this, the funds SHOULD NOT have been turned over to the individual. The services that I paid for in this transfer were never provided and all attempts to contact the individual have gone unanswered. Western Union should not have completed this transaction because THE ID DID NOT MATCH THE ORDER. If Western Union had followed its’ own policies, the transaction would have been interrupted and this fraud would have been prevented. They didn't and I am now out $1390. I ask that Western Union do a real investigation and contact the individuals that I have cited above. They will verify the story
Initial Business Response /* *** ** *** */
Dear *** ***,
Western Union is responding to your June 6, complaint to the Revdex.com
Our records indicate that Western Union received the documents required to fulfill a Money Order refund request on
April 28, 2015, but because the Money Order form was only partially completed, and the name was illegible, the process was delayedWe received the correct documents on May 22, and processed both money order refunds and mailed the checksFor item XX-XXXXXXXXX the check was cashed on June 6, A check for XX-XXXXXXXXX had to be reissued as the name on the check was reported by you to be incorrectThis check was cashed by you on June 9, Copies of both cashed checks have been sent to you under separate cover, for privacy and security purposes
We must refer you to the Terms and Conditions information listed on the back of the Money Order regarding fees, and processing timeframes, for your future reference
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,
*** ***
Complaint: ***
I am rejecting this response because:It was not the single conversation with Western Union Customer careI made total 5+ attempts, consisting of Chat and telephonic conversations including with Supervisors over a period of daysIt is hard to believe no one was aware about the major disruption you are refering toDespite several assurances (almost for all the attempts) during conversation with customer care representatives, that some one will contact me back, no one has contacted me backDifferent people and even supervisors were giving me contradictory information about the date on which my money was supposed to be deposited in scenarioTo be precise the supervosir with whocm I talked to was inline with email confimation that I was supposed to get my money by Nov but the other supervisor with whom I talked to on Nov was very sure that the expected receipt date is Nov and not Nov Now after listening to your clarification about disruption, it is very clear that the second supervisor was lyingIt would have okay if he would told me that they are still looking into issue, lying to customer is completley unproffessional and unethicalIf you have listened to telephonic conversation I had on Nov and not taken any action (atleast not mentioned in the response), I belive that the conversation was inline with company policy and you are in agreement with that. I hereby, hence ask for compensation for the harrassment, unethical behaviour of your customer care supervisor
Sincerely,
*** ***
Initial Business Response /* (1000, 4, 2015/09/30) */
Dear *** ***,
Western Union is responding to your September 22, complaint to the Revdex.com
Per our September 29, email correspondence, we will require that you have the Money Order affidavit that you
completed notarized before we will be able to assist you
Western Union considers this case closed at this time, but will reopen it once the requested document is received
Kind Regards,
*** ***
Initial Consumer Rebuttal /* (3000, 6, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I orignally had no issues with the response/request and responded accountinglyI filled out the correct form and had in notirized as askedThen sent a copy of the moneyI recieved no response nor refundThis is completely unacceptable
Final Business Response /* (4000, 10, 2015/10/21) */
Dear *** ***,
Western Union is responding to your September rebuttal to the Revdex.com
Our records indicate that we have issued a refund check to you in the amount of $that was sent to you on October 16, Please allow to business days for the check to arrive via USPS
Western Union considers this case closed
Kind Regards,
*** ***
Initial Business Response /* (1000, 7, 2015/11/14) */
Dear [redacted],
Western Union is responding to your October 6, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that your transaction was unsuccessful, no charges were taken from your account, If that is not what your bank records indicate, we will need you to send us a bank statement, where we could see the charges.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because: The last time that the truncation of letters in the first name occurred was after filing a complaint with the Revdex.com and the Attorney General of Iowa and after denying the first attempt for Western Union to deny there are two problems with their system. The last time this occurred was MTCN: [redacted]. On 9/23, I spent over 30 minutes on the phone with a customer service rep trying to explain and rectify this situation so that the receiver could pick up the transfer.Today, 10/8/16, I attempted to add a new contact in Honduras in my on-line profile. There is NOT the option for me to add 4 names that match the Honduran national identification. Stating that this has been rectified is a lie. I am again asking for a refund for transfer fees to reimburse me for my time of calling multiple times to rectify their errors, sending emails, and filling out customer service surveys about these two problems.
Sincerely,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding a refund from a money transfer.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our...
products or services.Western Union has refunded the money transaction to your sender.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and that you did not find our customer service representatives helpful in resolving your issue. It 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 Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that this transaction was paid on December 30, 2015. To retrieve those funds, you will need collect them from the recipient of this transaction. To address you concern about the charge your credit card company assessed for a cash advance, please be aware that money transfers are considered cash advances by credit card companies. You will need to address the issue of your credit card about a refund of those fees, this is also addressed in our terms and conditions. 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 conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. Kind Regards, [redacted]
Complaint: [redacted]
I am rejecting this response because:I was told by Western Union that THIS transaction was approved- both in an email AND by a customer service representative over the phone - then when my recipient drove the half hour drive to pick up, he was told no, sorry- we are not releasing funds - after calling customer service again, I was told it was now cancelled for reasons they could not divulge - my money was removed from my debit card/bank account and not refunded till one WEEK later- no excuse for this kind of treatment !!!!!
Sincerely,
[redacted]
Dear Ms. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Our records indicate that on November 4,2016 we provided you with a copy of a Money Order as per your request based on the information you provided, and you indicated it was the...
incorrect Money Order. On November 10,2016, via a phone conversation we advised you to resubmit a Research Request form with more accurate information in order for Western Union to precisely retrieve your request. Since then, we have not received further information from you. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that a refund check was sent to you on September 22, 2017. If you have not received it, please contact me directly at the email address listed below.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union money order and in using our services. It 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.Best Regards,[redacted]