This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent back on, July, 1, 2015. The transfer hit a security filter and required additional review...
from the compliance department.
Western 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 external. In 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.
The details of the full refund were provided to you by phone on July, 29, 2015. Our records indicate that you successfully collected the funds on July, 29, 2015.
We regret any inconvenience this matter has caused. It 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.
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Executive Resolutions TeamWestern Union
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your online profile and confirmed with our WU Digital Fraud Support team that your profile is active. Western Union is not declining the service. Although we understand that you have been using our online services regularly, we were unable to find any issues from our side. We would suggest you to verify the secure code with your bank to confirm that you are using the correct number. If you continue to have issues with the Web site, please provide the screenshots of the error messages with the time and date the session took place and we will review with the corresponding group. You may send your e-mail to [redacted]@westernunion.com.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please 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 [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that the money order in-question was presented for payment and cashed on...
September 30, 2015. Additionally, we were unable to locate any requests previously submitted that pertain to this item (there are no previous tracer/photocopy requests or Forgery claims submitted to Western Union). You may request a photocopy of the cashed items and provide them to the law enforcement office to assist in their investigation. The time for processing these requests may vary depending on whether the purchaser kept a piece of the original money order. If so, the process may take up to 30 days to be completed and non-refundable processing fee of $15.00 would be required. If the purchaser did not keep a piece of the original money order, the process may take 6-8 weeks and a non-refundable processing fee of $30.00 would be required for the investigation If the money orders were completely filled out when they were stolen and the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. The copies of the Money Order Customer Request form, the Money Order Research Request form and the Forgery Affidavit are attached to our response. All the forms include the instructions for completing and submitting the documentation. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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 this transfer was paid.Please confirm if your records do not indicate this. To address your request for compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visitinghttps://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. Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]This is in response to the Revdex.com Rebuttal.We have conducted the proper investigation into your complaint. Please be advised we are not able to honor your request for a refund, as Western Union cannot refund Money Orders that have been already cashed. As previously explained, the only resolution available in instances like this, is to provide copy of the cashed items which have already been provided to you.We regret any inconvenience that this matter could have caused.Sincerely,Western UnionExecutive Resolutions Department
Dear [redacted] Western Union is writing in response to the rebuttal submitted through the Revdex.com.As stated in our previous response, on July 12, 2016 at 7:19 AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the MTCN, the sender’s name, place of origin, and the amount expected. Our investigation shows that the money transfer was paid correctly. The department in charge of the investigation of your money transfer, received all the necessary paperwork and was able to confirm that the internal security protocols were followed by the paying agent.The additional information/proofs requested in your rebuttal can be provided upon receipt of a Subpoena. Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. The subpoena request should be sent to the following address:Attn: Custodian of Records[redacted]Unfortunately, Western Union is not able to comply with your request for a refund. Your funds can only be recovered from the individual who received the funds. Your fraud file number is [redacted], please provide this number to your local law enforcement agency.We regret any inconvenience this matter may have caused.Executive Resolutions DepartmentWestern Union
Initial Business Response /* (1000, 4, 2015/12/08) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transfer that was sent in March of 2014 and the three...
transfers that were sent out in May of 2014. We have sent you a separate e-mail indicating the dates that each of these transfers were paid. The transfer that was sent on May 23, 2015 was fully reimbursed back and collected on May 28, 2015.
According to the call recordings available in the system, you were asking for confirmation in writing that the transfers have been paid out since according to your bank account the transfers still appear as "pending." If your bank has not corrected the status of the transfers please report this incident directly to them so they can investigate/fix accordingly.
We regret any inconvenience this matter may have caused.
Sincerely
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have clearly shown that 1.) They are lying. They state that the four transaction have been picked up. However, I have given them the four MTCN numbers that state transactions are "Waiting To Be Picked Up" and have been debited from my account. How can a company blatantly say they paid a Now, person when the transaction says they haven't?! I want a refund. I have spent over $4200 in the past year with over $400 in fees. The amount I am asking to be refunded is a little over 10% of the total money I have used with them. I have an email where the Western Union Rep clearly states that the transactions were picked up, but I have a ledger showing the money deducted AND specific information that states "Waiting To Be Picked Up." Now, all of the other $3800 I used with them I didn't complain about. This includes fees I paid in excess of $375. I didn't complain once. NOW, this rep states that the money was picked up when I have a direct ledger showing that it is "Waiting To Be Picked Up" and bank statement that clearly show the money debitied but never credited back after I asked for the refund. I would like a refund please.
Final Business Response /* (4000, 8, 2015/12/16) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
To reiterate our previous communication. We have sent you a separate e-mail indicating the dates that each of these transfers were paid. Your funds can only be recovered from the individual who received the funds in these transactions. If you believe you may be a victim of fraud, you should contact your local law enforcement and file a report. If you require that Western Union provides supporting documentation regarding the payments please send a subpoena request to the address below:
Western Union Financial Services, Inc.
Attn: Custodian of Records
12500 E. Belford Avenue, M21A2
Englewood, CO 80112
The service you utilized to send the funds is ABMT - Account Based Money Transfer, meaning that you sent funds through your bank's platform. If your bank has not corrected the status of the transfers, please report this incident directly to them so they can investigate/fix accordingly.
We regret any inconvenience this matter may have caused.
Sincerely
Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/10/02) */
Dear Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
Western Union has investigated this matter; our records indicate that on [redacted]...
[redacted] at [redacted] Eastern Standard Time you initiated a transaction for $840.00 to [redacted] in United States of America.
Funds represented by this money transfer were blocked in accordance with sanction regulations issued by the U.S. Department of the Treasury, Office of Foreign Asset Control ("OFAC"). Therefore, Western Union is unable to provide you with a refund.
You will need to request a license to the U.S Department of treasury to request the refund. The Application for the Release of Blocked Funds (TD-F 60-22.54) can be obtained from the U.S. Department of the Treasury website: http://www.treasury.gov/resource-center/sanctions/Pages/forms-index.aspx. The Web site also includes instructions on filing your application electronically. A separate e-mail was sent to you directly with instructions on how to follow these steps.
Upon Western Union's receipt and verification of the license, we will refund by check the amount of the blocked funds with the interest that has been earned and the Money Transfer transaction fee.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted everything to them, now I have to fill another form out. I submitted copies of the passport, the reason for the funds being sent. So I don't accept this response from Western Union. I will file the application with the US treasury. Meanwhile Western Union has a bonus of $916.00 that belongs to a NON PROFIT organization for the work of God. So they are holding God's money, and they will have to answer to that with HIM!! People and churches donate funds to us and we can't afford to lose this kind of money.
We are not doing anything illegal. So I would like to keep this opened until I hear from the US Treasury!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Iwill accept their offer and will go to a Western Union location and pick the money up.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I screen shot my bank statement and that wasn't good enough. When I called to get a fax number, the female couldn't find one. My bank won't send an email due to it might give out more information then intended so they will not send the email that Western Union is demanding. I feel the screen shot, that shows the date the funds was taken, the date the overdraft fee occurred so that should be good enough to get my $36 returned. Thanks,[redacted]
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Please know that...
Western Union's third party payment processor experienced a service disruption that caused a delay in charging your bank account for a Money Transfer already obtained by your receiver. This issue caused the late charge of the transaction you recorded on July 6 2016 for the amount of $100.00 plus $4.99 of the service fee.We regret any inconvenience this matter has caused. It 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,Western UnionExecutive Resolutions Department
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.We are still investigating your concerns, and will be communicating our findings and resolution to you upon the completion of our examination of your complaint.In the...
meantime, if you have any additional questions or require further assistance, please do not hesitate to contact us.Sincerely,The Executive Resolutions Executive Team
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide you with our findings as soon as...
possible. Unfortunately, we have been unable to attain a resolution yet, despite of our best efforts. Please be assured that we will respond to you, under separate cover, once the investigation is concluded. Sincerely, [redacted]
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that you were not the sender for the transaction referenced in your complaint. It appears Mr. Tyrone...
Woods was listed as the sender for the money transfer in question. Please be aware that Western Union’s contract is with the sender of the Money Transfer, therefore; we were unable to provide you with any information pertaining to our customer’s transaction or apply any changes on the transfer. Our records indicate that the funds were successfully paid out on August 23, 2017.In addition, our terms and conditions indicate the following: "The designated recipient ("Receiver") may generally receive funds sent by Western Union consumer ("You") at Agent locations in the Expected Payout Location. For transactions sent within the U.S., the Expected Payout Location generally means any Agent location in the destination state or U.S. territory You identify." Meaning, when a customer sends money via Western Union within the U.S.; the destination state or U.S. territory must be specified by the sender when sending the transaction.Furthermore, please be aware that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We want to thank you for your feedback and want you to know that we have taken the necessary steps to correct the issue. 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 Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted] You may also email us at [redacted]Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted], Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will...
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 you were refunded on September 1, 2016. Please be informed that once you submitted the transaction, it's automatically sent to the receiving bank where it will be validated for posting to the customer's account. At this point it depends on the bank policy how long it takes for funds to be processed back to your account usually within 5 to 7 business days.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction 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. Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that, due to country regulations in Costa Rica, Western Union is required to...
monitor customer’s activities and deny certain transactions being sent from the US. There is a number of reasons why the transaction may be denied; however, we are unable to provide you with the specifics of these declines as this information is proprietary and cannot be released outside of the company. We are truly sorry for any inconvenience this matter may have caused you, but we hope you understand that this issue occurred due to our obligations to follow financial laws and regulations in the US and other countries we operate in. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/08/13) */
Dear Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent back on, July, 1, 2015. The transfer hit a security filter and required additional review...
from the compliance department.
Western 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 external. In 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.
The details of the full refund were provided to you by phone on July, 29, 2015. Our records indicate that you successfully collected the funds on July, 29, 2015.
We regret any inconvenience this matter has caused. It 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 Group
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Executive Resolutions TeamWestern Union
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your online profile and confirmed with our WU Digital Fraud Support team that your profile is active. Western Union is not declining the service. Although we understand that you have been using our online services regularly, we were unable to find any issues from our side. We would suggest you to verify the secure code with your bank to confirm that you are using the correct number. If you continue to have issues with the Web site, please provide the screenshots of the error messages with the time and date the session took place and we will review with the corresponding group. You may send your e-mail to [redacted]@westernunion.com.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please 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 [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that the money order in-question was presented for payment and cashed on...
September 30, 2015. Additionally, we were unable to locate any requests previously submitted that pertain to this item (there are no previous tracer/photocopy requests or Forgery claims submitted to Western Union). You may request a photocopy of the cashed items and provide them to the law enforcement office to assist in their investigation. The time for processing these requests may vary depending on whether the purchaser kept a piece of the original money order. If so, the process may take up to 30 days to be completed and non-refundable processing fee of $15.00 would be required. If the purchaser did not keep a piece of the original money order, the process may take 6-8 weeks and a non-refundable processing fee of $30.00 would be required for the investigation If the money orders were completely filled out when they were stolen and the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. The copies of the Money Order Customer Request form, the Money Order Research Request form and the Forgery Affidavit are attached to our response. All the forms include the instructions for completing and submitting the documentation. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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 this transfer was paid.Please confirm if your records do not indicate this. To address your request for compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visitinghttps://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. Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted]This is in response to the Revdex.com Rebuttal.We have conducted the proper investigation into your complaint. Please be advised we are not able to honor your request for a refund, as Western Union cannot refund Money Orders that have been already cashed. As previously explained, the only resolution available in instances like this, is to provide copy of the cashed items which have already been provided to you.We regret any inconvenience that this matter could have caused.Sincerely,Western UnionExecutive Resolutions Department
Dear [redacted] Western Union is writing in response to the rebuttal submitted through the Revdex.com.As stated in our previous response, on July 12, 2016 at 7:19 AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the MTCN, the sender’s name, place of origin, and the amount expected. Our investigation shows that the money transfer was paid correctly. The department in charge of the investigation of your money transfer, received all the necessary paperwork and was able to confirm that the internal security protocols were followed by the paying agent.The additional information/proofs requested in your rebuttal can be provided upon receipt of a Subpoena. Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. The subpoena request should be sent to the following address:Attn: Custodian of Records[redacted]Unfortunately, Western Union is not able to comply with your request for a refund. Your funds can only be recovered from the individual who received the funds. Your fraud file number is [redacted], please provide this number to your local law enforcement agency.We regret any inconvenience this matter may have caused.Executive Resolutions DepartmentWestern Union
Initial Business Response /* (1000, 4, 2015/12/08) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transfer that was sent in March of 2014 and the three...
transfers that were sent out in May of 2014. We have sent you a separate e-mail indicating the dates that each of these transfers were paid. The transfer that was sent on May 23, 2015 was fully reimbursed back and collected on May 28, 2015.
According to the call recordings available in the system, you were asking for confirmation in writing that the transfers have been paid out since according to your bank account the transfers still appear as "pending." If your bank has not corrected the status of the transfers please report this incident directly to them so they can investigate/fix accordingly.
We regret any inconvenience this matter may have caused.
Sincerely
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have clearly shown that 1.) They are lying. They state that the four transaction have been picked up. However, I have given them the four MTCN numbers that state transactions are "Waiting To Be Picked Up" and have been debited from my account. How can a company blatantly say they paid a Now, person when the transaction says they haven't?! I want a refund. I have spent over $4200 in the past year with over $400 in fees. The amount I am asking to be refunded is a little over 10% of the total money I have used with them. I have an email where the Western Union Rep clearly states that the transactions were picked up, but I have a ledger showing the money deducted AND specific information that states "Waiting To Be Picked Up." Now, all of the other $3800 I used with them I didn't complain about. This includes fees I paid in excess of $375. I didn't complain once. NOW, this rep states that the money was picked up when I have a direct ledger showing that it is "Waiting To Be Picked Up" and bank statement that clearly show the money debitied but never credited back after I asked for the refund. I would like a refund please.
Final Business Response /* (4000, 8, 2015/12/16) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
To reiterate our previous communication. We have sent you a separate e-mail indicating the dates that each of these transfers were paid. Your funds can only be recovered from the individual who received the funds in these transactions. If you believe you may be a victim of fraud, you should contact your local law enforcement and file a report. If you require that Western Union provides supporting documentation regarding the payments please send a subpoena request to the address below:
Western Union Financial Services, Inc.
Attn: Custodian of Records
12500 E. Belford Avenue, M21A2
Englewood, CO 80112
The service you utilized to send the funds is ABMT - Account Based Money Transfer, meaning that you sent funds through your bank's platform. If your bank has not corrected the status of the transfers, please report this incident directly to them so they can investigate/fix accordingly.
We regret any inconvenience this matter may have caused.
Sincerely
Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/10/02) */
Dear Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
Western Union has investigated this matter; our records indicate that on [redacted]...
[redacted] at [redacted] Eastern Standard Time you initiated a transaction for $840.00 to [redacted] in United States of America.
Funds represented by this money transfer were blocked in accordance with sanction regulations issued by the U.S. Department of the Treasury, Office of Foreign Asset Control ("OFAC"). Therefore, Western Union is unable to provide you with a refund.
You will need to request a license to the U.S Department of treasury to request the refund. The Application for the Release of Blocked Funds (TD-F 60-22.54) can be obtained from the U.S. Department of the Treasury website: http://www.treasury.gov/resource-center/sanctions/Pages/forms-index.aspx. The Web site also includes instructions on filing your application electronically. A separate e-mail was sent to you directly with instructions on how to follow these steps.
Upon Western Union's receipt and verification of the license, we will refund by check the amount of the blocked funds with the interest that has been earned and the Money Transfer transaction fee.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have submitted everything to them, now I have to fill another form out. I submitted copies of the passport, the reason for the funds being sent. So I don't accept this response from Western Union. I will file the application with the US treasury. Meanwhile Western Union has a bonus of $916.00 that belongs to a NON PROFIT organization for the work of God. So they are holding God's money, and they will have to answer to that with HIM!! People and churches donate funds to us and we can't afford to lose this kind of money.
We are not doing anything illegal. So I would like to keep this opened until I hear from the US Treasury!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Iwill accept their offer and will go to a Western Union location and pick the money up.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I screen shot my bank statement and that wasn't good enough. When I called to get a fax number, the female couldn't find one. My bank won't send an email due to it might give out more information then intended so they will not send the email that Western Union is demanding. I feel the screen shot, that shows the date the funds was taken, the date the overdraft fee occurred so that should be good enough to get my $36 returned. Thanks,[redacted]
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Please know that...
Western Union's third party payment processor experienced a service disruption that caused a delay in charging your bank account for a Money Transfer already obtained by your receiver. This issue caused the late charge of the transaction you recorded on July 6 2016 for the amount of $100.00 plus $4.99 of the service fee.We regret any inconvenience this matter has caused. It 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,Western UnionExecutive Resolutions Department
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.We are still investigating your concerns, and will be communicating our findings and resolution to you upon the completion of our examination of your complaint.In the...
meantime, if you have any additional questions or require further assistance, please do not hesitate to contact us.Sincerely,The Executive Resolutions Executive Team
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide you with our findings as soon as...
possible. Unfortunately, we have been unable to attain a resolution yet, despite of our best efforts. Please be assured that we will respond to you, under separate cover, once the investigation is concluded. Sincerely, [redacted]
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that you were not the sender for the transaction referenced in your complaint. It appears Mr. Tyrone...
Woods was listed as the sender for the money transfer in question. Please be aware that Western Union’s contract is with the sender of the Money Transfer, therefore; we were unable to provide you with any information pertaining to our customer’s transaction or apply any changes on the transfer. Our records indicate that the funds were successfully paid out on August 23, 2017.In addition, our terms and conditions indicate the following: "The designated recipient ("Receiver") may generally receive funds sent by Western Union consumer ("You") at Agent locations in the Expected Payout Location. For transactions sent within the U.S., the Expected Payout Location generally means any Agent location in the destination state or U.S. territory You identify." Meaning, when a customer sends money via Western Union within the U.S.; the destination state or U.S. territory must be specified by the sender when sending the transaction.Furthermore, please be aware that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We want to thank you for your feedback and want you to know that we have taken the necessary steps to correct the issue. 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 Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted] You may also email us at [redacted]Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted], Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will...
respond as soon as possible with an update.
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 you were refunded on September 1, 2016. Please be informed that once you submitted the transaction, it's automatically sent to the receiving bank where it will be validated for posting to the customer's account. At this point it depends on the bank policy how long it takes for funds to be processed back to your account usually within 5 to 7 business days.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction 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. Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that, due to country regulations in Costa Rica, Western Union is required to...
monitor customer’s activities and deny certain transactions being sent from the US. There is a number of reasons why the transaction may be denied; however, we are unable to provide you with the specifics of these declines as this information is proprietary and cannot be released outside of the company. We are truly sorry for any inconvenience this matter may have caused you, but we hope you understand that this issue occurred due to our obligations to follow financial laws and regulations in the US and other countries we operate in. Kind Regards, [redacted]