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 Mr. [redacted], Western Union is writing in response to your rebuttal to the Revdex.com regarding your August money transfer. This matter was previously investigated by Western Union. As previously stated, Western Union has investigated this matter and we consider the money transfer paid correctly. On August 2, 2016, a person with the identification bearing the name of your receiver went to an agent location in Ghana and provided the Money Transfer Control Number, the sender’s name, place of origin, and he amount expected. The receiver also provided identification. Our investigation shows that the money transfer was paid correctly. Western Union is committed to protecting the interests of our customers, Western Union takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed. Due to consumer protection and privacy laws, we are unable to release the requested information without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation once you have filed a report with your local law enforcement agency. Western Union considered this case closed.Sincerely, Western Union Executive Resolution Team
Dear [redacted]This is in response to the complaint that you filed with the Revdex.com. We sincerely apologize for the problems that you experienced.Western Union has completed its investigation into your complaint. Our records indicate that on October 3, 2016 you completed a money...
transfer for the amount of 3000.00 USD. As part of the investigation we confirmed there were previous attempts to have the transaction completed online.Unfortunately, on that day we faced a technical issue with our main system, this prevented the transaction from being successfully completed and is why it had to be cancelled.Please know that every transfer completed through our services is subject to authentication and validation on our end. The money transfer that you completed at the agent location was placed on a temporary hold based on certain conditions, the interview needed to be conducted to better understand the purpose of the funds. This is why you were asked to provide the information. We understand that this might not be very comfortable for you, but as explained, the interview was completed in order to ensure that you were not a victim of fraud.Western Union would like to provide you with a promotion code to use when sending a future money transfer transaction. This code will cover your fees on your next Western Union money transfer.
[redacted]The code must be entered exactly as displayed, dash included, in order to be applied correctly. The 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 country. In 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 deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have further questions, do not hesitate to contact us.Sincerely,[redacted]Executive Resolution Specialist
Dear [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 concern. Our records indicate that you requested the transfer to be canceled on July 20, 2016. Due to a technical...
glitch, the electronic refund was delayed. The refund was successfully processed on August 1, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the funds in your account. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. 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
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with 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.
We are deeply sorry for the delay in returning your money to you, the delay was caused by a system error that has now been reported and resolved. We have issued a refund back to your USAA account XXXXX0307 per your request. Please allow 3 to 5 business days, for bank processing to your account.
We have issued a Good Will Concession to you, for your inconvenience in the amount of $50.00 under Money Transfer Control Number XXX-XXX-7602 sent under separate cover for security purposes. This is available to you at any Western Union Agent location in Virginia, please provide the number and a valid government issued ID to the Agent, at the time of pay out.
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 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.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted],Western Union received your complaint from both the Revdex.com and the Consumer Financial Protection Bureau. We will be responding and providing resolution to your issue through the Consumer Financial Protection Bureau portal, you can follow up on this case by calling Western Union and providing the case ID [redacted].Sincerely, Executive Resolutions12500 East Belford AvenueEnglewood, CO 80112Western Union Financial Services
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.On a separate email communication, we have provided you with a copy of the Source of Receipt. We sincerely apologize for any...
inconvenience you have experienced. 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. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],
Western Union is responding to your December 1, 2015 complaint to the Revdex.com.
Your claim was sent to the BOFD (Bank of first Deposit) for investigation. The average time to resolve a forgery claim is 90-120 days from the date that all properly filled...
in, signed and notarized Forgery documents have been received by Western Union. However, sometimes the investigation can take more time. While we understand that this is a lengthy process, unfortunately, Western Union Financial Services, Inc. has 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 policies. As of now, the claim is still pending at the BOFD and the final resolution date has not yet been provided. Moreover, 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 USPS.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/02) */
Dear [redacted],
Western Union is responding to your October 8, 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.
Western Union is required to screen all transactions and these are all subject to approval. Some transactions are immediately authorized, while certain money transfers may be placed on hold and others get cancelled and the reason may depend on our system's verification process.
Our records indicate that this transaction was paid on October 2, 2015 to your intended recipient.
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,
[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.Our record indicate that a refund check was mailed to you on July 18, 2017, corresponding to Money Order [redacted] in the amount of...
$485.00 USD. Since the processing fee of $15.00 was not received along with the documentation, it was deducted from the refund amount. Please allow 5-10 business days to receive your check in the mail.The $15 fee covers charges that the banks demand for stopping payment on a Money order, such as the postage charge and office work to generate the check or produce a copy.To process a stop payment or take any other action on a money order, Western Union requires to validate the requester as the actual purchaser of the money order. Due to the nature of the product, Western Union does not capture information at the time of sale; thus, Western Union needs to capture the information through the Refund Request Form and other supporting documentation like the proof of purchase. To avoid double payments or any other misunderstanding, Western Union can process a stop payment on a Money Order only when a refund is made to the purchaser. This information is disclosed to customers in the instructions available at the reverse side of the money order stub.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am content the transaction is resolved, but it is absurd to believe it took twenty six days. And it does not excuse the manner Western Union representatives spook to me on the phone, all I ask for was an explanation. I will not use WU again, or recommend any one else to do so.
Sincerely,
[redacted]
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 not received a response from the [redacted] (“[redacted]”). Western Union resubmitted your claim on 10/19/2016. At this...
time, we do not have an exact time-frame when the claim would be resolved by the [redacted] however, on average, we receive a response from the bank of [redacted] within 90-120 days. Western Union acts on your behalf to send a claim to the [redacted]. This claim does not guarantee that payment will be recovered from the [redacted] as the [redacted] makes the final determination after conducting its own review. We will contact you via regular mail regarding any updates we receive from the [redacted]. 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.Our investigation and the results are that transaction shows as paid correctly.Our policy and procedures require that the recipient of a money transfer provide a government issued photo ID when...
collecting a money transfer. We 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 payout. In 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, 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 factor. Obvious errors and evident discrepancies will determine if the transfer was paid to the correct consumer. In 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 should desire additional documentation regarding the recipient (i.e. unmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy laws. Western Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoena. The aforementioned request can be submitted by law enforcement via the following channels:Address: Western Union Financial Services, Inc. Attn: Custodian of Records[redacted]Email: [redacted] If you have any further questions please reach out to me directly. Kind Regards,Executive Resolution Team
Complaint: [redacted]
I am rejecting this response because:As stated below copy of e-mail body sent to me by a Ms. [redacted]. Ms. [redacted] of Western Union has failed to convince me that I was the party burdened with the task of proving that no credit was ever issued to my checking account/debit card. As Ms. [redacted] offered or volunteered to place the burden on Western to proof by way of a financial transcript proofing that Western Union had indeed sent me a $300.00 refund or credit. Ms. [redacted] has also attempted to convince me that her "mere" word was good enough for me to believe that "we (Western Union) have records to the contrary)" referencing my challenge to proof a Western Union credit or refund. In short, I, the consumer, who have made not only payments but every earnest effort to request that Western Union is the obligatory party to "proof" in hard or soft copy a document supporting her claim that was refunded. This refund has only come in the form of her word. My claim has come in the form of legitimate MTCN Western Union No. (MTCN [redacted]). If Western with all there computer and database support can break away from their high profiting posture they can certainly afford to take a soft copy paper trial of the above reference no and provide the financial institution transaction no. that place $300.00 back into my checking account/debit card balance. To date, Western Union has not done. Only in words have they refunded my money. Regards, Mr. [redacted]
Initial Business Response /* (1000, 4, 2015/09/18) */
Dear [redacted],
Western Union is responding to your September 8, 2015 complaint to the Revdex.com.
In order to assist you further we will require you to provide additional supporting documentation around his transactions...
sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines.
Return the requested documents to [redacted]@westernunion.com. Upon receipt of the documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union and I are still "working" on this. They are not asking me specific questions at all. They are also responding to my requests using both of my email addresses which is confusing me right now because they have me going back and forth with information with them. The last response I have with them is from one of my personal emails, I requested them to ask me more direct questions so I can better be able to submit all of the "documentation" they need and I definitely got a generic response which did not ask me direct questions or even responded to the question I asked. It's almost as though I am dealing with an Artificial Intelligence computer.
If western union looks at my 2 email accounts, I have submitted all financial information, all proof documents that I have and even gave an explanation why I do not have the information on one of my suppliers (we cut ties so I no longer have their information saved)
Please be human Western Union and respond to my emails with actual answers to the questions I am asking. One of my major questions is to ask me direct questions so I can give you a direct response. Telling me to "submit further documentation" does not help me. If you ask me to send you "my financial documentation from my paypal, merchant and personal accounts from May 2010 to June 2010" I can do that. Stop asking me questions that I cannot understand. Please just ask me direct human answers or change your template so it seems human enough for me to give you information you request. I do not have time for a full back and forth conversation every 2 days.
Thank you for understanding.
Final Business Response /* (4000, 8, 2015/10/14) */
Dear [redacted],
Western Union is responding to your September 24, 2015 rebuttal to the Revdex.com.
Our position in this matter has not changed, we will require the requested documentation to assist you.
In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines.
Return the requested documents to [redacted]@westernunion.com. Upon receipt of the documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Western Union considers this case closed.
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 our [redacted] team contacted you and informed you that the funds are available for pickup. We are aware that you will be heading back to [redacted] on Friday September 1, 2017, to collect the funds. Please make sure you bring your ID and the original receipt. Furthermore, we have contacted the sending agent location, and spoke with the Manager in charge, [redacted], who is aware of the situation. 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
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com regarding a refund from a recent money transfer transaction. Western Union processed your refund on October 25, 2016. Please allow three to five business days for it to appear on your bank card. We...
regret any confusion or concern that this matter has caused and appreciate your patience during its resolution. Sincerely, Western Union Executive Resolution 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.Please note that we have concluded our investigation of your complaint. Having considered the matters raised in your complaint and...
the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition of matters raised in your complaint, Western Union has processed a full refund in the amount of $166.00 USD. In a separate email we have provided you with the corresponding Money Transfer Control Number details. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted].Sincerely,Executive Resolutions Group
Initial Business Response /[redacted]/
Dear [redacted] Livia [redacted],
Western Union is writing in response to the correspondence we received from you dated May 29, 2015 through the Revdex.com. In your communication, you reported to us that you are the receiver of a...
money transfer sent via Western Union.
Please be aware that our contractual obligations are to the Sender, therefore; we cannot discuss any information about the transaction with you, as personal and financial information maintained in the records of Western Union is protected from disclosure by Federal and State privacy laws.
We have sent you a Third Party Release form, under separate cover for security purposes. If the sender wishes to complete it and authorize us to discuss this matter with you, we will be happy to assist you at that time. Please be advised the form must be returned to us completed, and notarized in order for us to assist.
Based on the information provided we have initiated an investigation, however we cannot release the findings prior to the Third Party Release submission.
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,
[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 Mr. [redacted], Western Union is writing in response to your rebuttal to the Revdex.com regarding your August money transfer. This matter was previously investigated by Western Union. As previously stated, Western Union has investigated this matter and we consider the money transfer paid correctly. On August 2, 2016, a person with the identification bearing the name of your receiver went to an agent location in Ghana and provided the Money Transfer Control Number, the sender’s name, place of origin, and he amount expected. The receiver also provided identification. Our investigation shows that the money transfer was paid correctly. Western Union is committed to protecting the interests of our customers, Western Union takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed. Due to consumer protection and privacy laws, we are unable to release the requested information without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation once you have filed a report with your local law enforcement agency. Western Union considered this case closed.Sincerely, Western Union Executive Resolution Team
Dear [redacted]This is in response to the complaint that you filed with the Revdex.com. We sincerely apologize for the problems that you experienced.Western Union has completed its investigation into your complaint. Our records indicate that on October 3, 2016 you completed a money...
transfer for the amount of 3000.00 USD. As part of the investigation we confirmed there were previous attempts to have the transaction completed online.Unfortunately, on that day we faced a technical issue with our main system, this prevented the transaction from being successfully completed and is why it had to be cancelled.Please know that every transfer completed through our services is subject to authentication and validation on our end. The money transfer that you completed at the agent location was placed on a temporary hold based on certain conditions, the interview needed to be conducted to better understand the purpose of the funds. This is why you were asked to provide the information. We understand that this might not be very comfortable for you, but as explained, the interview was completed in order to ensure that you were not a victim of fraud.Western Union would like to provide you with a promotion code to use when sending a future money transfer transaction. This code will cover your fees on your next Western Union money transfer.
[redacted]The code must be entered exactly as displayed, dash included, in order to be applied correctly. The 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 country. In 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 deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have further questions, do not hesitate to contact us.Sincerely,[redacted]Executive Resolution Specialist
Dear [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 concern. Our records indicate that you requested the transfer to be canceled on July 20, 2016. Due to a technical...
glitch, the electronic refund was delayed. The refund was successfully processed on August 1, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the funds in your account. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. 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
Complaint: [redacted]
I am rejecting this response because: I think its not fair that I cannot send money to my friends.
Sincerely,
[redacted]
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with 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.
We are deeply sorry for the delay in returning your money to you, the delay was caused by a system error that has now been reported and resolved. We have issued a refund back to your USAA account XXXXX0307 per your request. Please allow 3 to 5 business days, for bank processing to your account.
We have issued a Good Will Concession to you, for your inconvenience in the amount of $50.00 under Money Transfer Control Number XXX-XXX-7602 sent under separate cover for security purposes. This is available to you at any Western Union Agent location in Virginia, please provide the number and a valid government issued ID to the Agent, at the time of pay out.
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 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.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. [redacted],Western Union received your complaint from both the Revdex.com and the Consumer Financial Protection Bureau. We will be responding and providing resolution to your issue through the Consumer Financial Protection Bureau portal, you can follow up on this case by calling Western Union and providing the case ID [redacted].Sincerely, Executive Resolutions12500 East Belford AvenueEnglewood, CO 80112Western Union Financial Services
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.On a separate email communication, we have provided you with a copy of the Source of Receipt. We sincerely apologize for any...
inconvenience you have experienced. 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. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],
Western Union is responding to your December 1, 2015 complaint to the Revdex.com.
Your claim was sent to the BOFD (Bank of first Deposit) for investigation. The average time to resolve a forgery claim is 90-120 days from the date that all properly filled...
in, signed and notarized Forgery documents have been received by Western Union. However, sometimes the investigation can take more time. While we understand that this is a lengthy process, unfortunately, Western Union Financial Services, Inc. has 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 policies. As of now, the claim is still pending at the BOFD and the final resolution date has not yet been provided. Moreover, 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 USPS.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/02) */
Dear [redacted],
Western Union is responding to your October 8, 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.
Western Union is required to screen all transactions and these are all subject to approval. Some transactions are immediately authorized, while certain money transfers may be placed on hold and others get cancelled and the reason may depend on our system's verification process.
Our records indicate that this transaction was paid on October 2, 2015 to your intended recipient.
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,
[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.Our record indicate that a refund check was mailed to you on July 18, 2017, corresponding to Money Order [redacted] in the amount of...
$485.00 USD. Since the processing fee of $15.00 was not received along with the documentation, it was deducted from the refund amount. Please allow 5-10 business days to receive your check in the mail.The $15 fee covers charges that the banks demand for stopping payment on a Money order, such as the postage charge and office work to generate the check or produce a copy.To process a stop payment or take any other action on a money order, Western Union requires to validate the requester as the actual purchaser of the money order. Due to the nature of the product, Western Union does not capture information at the time of sale; thus, Western Union needs to capture the information through the Refund Request Form and other supporting documentation like the proof of purchase. To avoid double payments or any other misunderstanding, Western Union can process a stop payment on a Money Order only when a refund is made to the purchaser. This information is disclosed to customers in the instructions available at the reverse side of the money order stub.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am content the transaction is resolved, but it is absurd to believe it took twenty six days. And it does not excuse the manner Western Union representatives spook to me on the phone, all I ask for was an explanation. I will not use WU again, or recommend any one else to do so.
Sincerely,
[redacted]
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 not received a response from the [redacted] (“[redacted]”). Western Union resubmitted your claim on 10/19/2016. At this...
time, we do not have an exact time-frame when the claim would be resolved by the [redacted] however, on average, we receive a response from the bank of [redacted] within 90-120 days. Western Union acts on your behalf to send a claim to the [redacted]. This claim does not guarantee that payment will be recovered from the [redacted] as the [redacted] makes the final determination after conducting its own review. We will contact you via regular mail regarding any updates we receive from the [redacted]. 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.Our investigation and the results are that transaction shows as paid correctly.Our policy and procedures require that the recipient of a money transfer provide a government issued photo ID when...
collecting a money transfer. We 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 payout. In 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, 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 factor. Obvious errors and evident discrepancies will determine if the transfer was paid to the correct consumer. In 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 should desire additional documentation regarding the recipient (i.e. unmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy laws. Western Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoena. The aforementioned request can be submitted by law enforcement via the following channels:Address: Western Union Financial Services, Inc. Attn: Custodian of Records[redacted]Email: [redacted] If you have any further questions please reach out to me directly. Kind Regards,Executive Resolution Team
Complaint: [redacted]
I am rejecting this response because:As stated below copy of e-mail body sent to me by a Ms. [redacted]. Ms. [redacted] of Western Union has failed to convince me that I was the party burdened with the task of proving that no credit was ever issued to my checking account/debit card. As Ms. [redacted] offered or volunteered to place the burden on Western to proof by way of a financial transcript proofing that Western Union had indeed sent me a $300.00 refund or credit. Ms. [redacted] has also attempted to convince me that her "mere" word was good enough for me to believe that "we (Western Union) have records to the contrary)" referencing my challenge to proof a Western Union credit or refund. In short, I, the consumer, who have made not only payments but every earnest effort to request that Western Union is the obligatory party to "proof" in hard or soft copy a document supporting her claim that was refunded. This refund has only come in the form of her word. My claim has come in the form of legitimate MTCN Western Union No. (MTCN [redacted]). If Western with all there computer and database support can break away from their high profiting posture they can certainly afford to take a soft copy paper trial of the above reference no and provide the financial institution transaction no. that place $300.00 back into my checking account/debit card balance. To date, Western Union has not done. Only in words have they refunded my money. Regards, Mr. [redacted]
Initial Business Response /* (1000, 4, 2015/09/18) */
Dear [redacted],
Western Union is responding to your September 8, 2015 complaint to the Revdex.com.
In order to assist you further we will require you to provide additional supporting documentation around his transactions...
sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines.
Return the requested documents to [redacted]@westernunion.com. Upon receipt of the documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union and I are still "working" on this. They are not asking me specific questions at all. They are also responding to my requests using both of my email addresses which is confusing me right now because they have me going back and forth with information with them. The last response I have with them is from one of my personal emails, I requested them to ask me more direct questions so I can better be able to submit all of the "documentation" they need and I definitely got a generic response which did not ask me direct questions or even responded to the question I asked. It's almost as though I am dealing with an Artificial Intelligence computer.
If western union looks at my 2 email accounts, I have submitted all financial information, all proof documents that I have and even gave an explanation why I do not have the information on one of my suppliers (we cut ties so I no longer have their information saved)
Please be human Western Union and respond to my emails with actual answers to the questions I am asking. One of my major questions is to ask me direct questions so I can give you a direct response. Telling me to "submit further documentation" does not help me. If you ask me to send you "my financial documentation from my paypal, merchant and personal accounts from May 2010 to June 2010" I can do that. Stop asking me questions that I cannot understand. Please just ask me direct human answers or change your template so it seems human enough for me to give you information you request. I do not have time for a full back and forth conversation every 2 days.
Thank you for understanding.
Final Business Response /* (4000, 8, 2015/10/14) */
Dear [redacted],
Western Union is responding to your September 24, 2015 rebuttal to the Revdex.com.
Our position in this matter has not changed, we will require the requested documentation to assist you.
In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines.
Return the requested documents to [redacted]@westernunion.com. Upon receipt of the documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Western Union considers this case closed.
Kind Regards,
[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 our [redacted] team contacted you and informed you that the funds are available for pickup. We are aware that you will be heading back to [redacted] on Friday September 1, 2017, to collect the funds. Please make sure you bring your ID and the original receipt. Furthermore, we have contacted the sending agent location, and spoke with the Manager in charge, [redacted], who is aware of the situation. 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
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com regarding a refund from a recent money transfer transaction. Western Union processed your refund on October 25, 2016. Please allow three to five business days for it to appear on your bank card. We...
regret any confusion or concern that this matter has caused and appreciate your patience during its resolution. Sincerely, Western Union Executive Resolution 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.Please note that we have concluded our investigation of your complaint. Having considered the matters raised in your complaint and...
the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition of matters raised in your complaint, Western Union has processed a full refund in the amount of $166.00 USD. In a separate email we have provided you with the corresponding Money Transfer Control Number details. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted].Sincerely,Executive Resolutions Group
Initial Business Response /[redacted]/
Dear [redacted] Livia [redacted],
Western Union is writing in response to the correspondence we received from you dated May 29, 2015 through the Revdex.com. In your communication, you reported to us that you are the receiver of a...
money transfer sent via Western Union.
Please be aware that our contractual obligations are to the Sender, therefore; we cannot discuss any information about the transaction with you, as personal and financial information maintained in the records of Western Union is protected from disclosure by Federal and State privacy laws.
We have sent you a Third Party Release form, under separate cover for security purposes. If the sender wishes to complete it and authorize us to discuss this matter with you, we will be happy to assist you at that time. Please be advised the form must be returned to us completed, and notarized in order for us to assist.
Based on the information provided we have initiated an investigation, however we cannot release the findings prior to the Third Party Release submission.
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,
[redacted]