Dear Ms. [redacted]:I am responding to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you placed a Western Union money transfer request using our mobile application option. Unfortunately, you had to cancel the money transfer transaction, and you...
attempted to cancel using the mobile application. You later learned that mobile application will not allow cancellations, and it must be cancelled over the telephone. You also stated that the mobile application cancellation requirements were never provided to you. Western Union has investigated this matter. Our records indicate the following:On December 23, 2016 at 12:00 PM Eastern Standard Time, you initiated a transfer for $400.00 using your Western Union mobile app account. These funds were being sent to [redacted] to collect in [redacted]. On December 29, 2016 at 11:06 AM Eastern Standard Time, you contacted our Western Union Customer Care Center to find out about the refund of your cancelled money transfer transaction request. You stated that you attempted to place the cancellation through the mobile application; however, you have not received your refund. You were informed that a cancellation for mobile application transactions can only be requested by contacting our Western Union Customer Care Telephone Center. We then submitted your cancellation request.On December 31, 2016 at 11:39 PM Eastern Standard Time, we processed your refund of $400.00. These funds were refunded back to your bank and/or credit card account.On all Western Union transactions; including website and mobile application transactions, customers are referred to our Terms and Conditions for additional information regarding their transactions.” Our disclosures state that funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination, country, currency availability, regulatory issues, identification requirements, Agent location hours, differences in time zones, or selection of delayed options. For additional information, please see our “Terms and Conditions” at www.westernunion.com.Western Union considers this case as closed. If you should have any additional questions, concerns or require additional documentation that supports our determination, 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
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]
Initial Business Response /* (1000, 4, 2015/09/24) */
Dear [redacted],
Western Union is responding to your September 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.
We have received your refund request. We can see that this item was indeed cashed, however since the Money Order is 10 years old, we are unable to provide a photocopy of the cashed item. We are only required to keep such records for 7 years from date of issue.
Our records do not indicate that we have received the mentioned $30.00 from you. If you could provide us with proof of the cashed item, we would be happy to reimburse the fee.
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
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 [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]
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
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]
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 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], 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
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 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 could not complete your transaction at this time because we cannot verify the information you have provided...
regarding your transaction in order for us to comply with our legal obligations. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future. We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Please note that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union’s Money Transfer Service Terms and Conditions provide that Western Union and its Agents have the right to refuse service to any person. For this decision to be further reviewed, via a separate email communication we provided you with our required Consumer Questionnaire. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. Having considered the matters raised in your Complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Sincerely, Executive Resolutions Group
Dear Ms. [redacted]: We are responding to your recent complaint to the Revdex.com (Revdex.com). In your complaint you expressed that you were not happy with our response to your last complaint. You stated again that you did not agree with our $15.00 processing fee to refund and/or replace your damaged money order. We understand your frustration; however, there is a process when unfortunate circumstances occur such as lost, stolen, or damaged money order document. The processing fee is used to cover the administrative costs and charges that are demanded of us by our banking and financial partners. Because we are not a bank, we have to work directly with these institutions in order to complete your request. The whole process can take up to 30 days from the day we receive your completed request in good order. 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. Please accept our apology for any inconvenience this matter may have caused you. If you have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted].You may also email us at[redacted]. Sincerely, The Western Union Executive Resolutions 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]
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.We have received the requested documentation from you and we have processed your refund in the amount of $25.00 as requested, please allow 7 to 10 business days for delivery via USPS.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]
Final Consumer Response /* (2000, 5, 2015/12/10) */
I would like to thank Western Union (Ms. [redacted]) for ensuring my case was handled correctly and my funds refunded to me; thank you for getting this case resolved so quickly.
[redacted]
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]
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 records indicate that on November 2, 2016 you initiated a transaction for the amount of $381.00 plus the $12.50 of the service fee....
Western Union has completed its investigation into your complaint, we are very sorry for the inconvenience. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. Unfortunately, we are not able to comply with your request of a refund in this case. Your funds can only be recovered from the individual who received the funds in this transaction. Our apologies for your overall experience and for any misunderstanding caused during your interactions with our Customer Service Representatives. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as you described 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 to the following address: Western Union Financial Services, Inc. [redacted] 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. Sincerely, Executive Resolution Department Western Union
Dear Ms. [redacted]:I am responding to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you placed a Western Union money transfer request using our mobile application option. Unfortunately, you had to cancel the money transfer transaction, and you...
attempted to cancel using the mobile application. You later learned that mobile application will not allow cancellations, and it must be cancelled over the telephone. You also stated that the mobile application cancellation requirements were never provided to you. Western Union has investigated this matter. Our records indicate the following:On December 23, 2016 at 12:00 PM Eastern Standard Time, you initiated a transfer for $400.00 using your Western Union mobile app account. These funds were being sent to [redacted] to collect in [redacted]. On December 29, 2016 at 11:06 AM Eastern Standard Time, you contacted our Western Union Customer Care Center to find out about the refund of your cancelled money transfer transaction request. You stated that you attempted to place the cancellation through the mobile application; however, you have not received your refund. You were informed that a cancellation for mobile application transactions can only be requested by contacting our Western Union Customer Care Telephone Center. We then submitted your cancellation request.On December 31, 2016 at 11:39 PM Eastern Standard Time, we processed your refund of $400.00. These funds were refunded back to your bank and/or credit card account.On all Western Union transactions; including website and mobile application transactions, customers are referred to our Terms and Conditions for additional information regarding their transactions.” Our disclosures state that funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination, country, currency availability, regulatory issues, identification requirements, Agent location hours, differences in time zones, or selection of delayed options. For additional information, please see our “Terms and Conditions” at www.westernunion.com.Western Union considers this case as closed. If you should have any additional questions, concerns or require additional documentation that supports our determination, 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
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]
Initial Business Response /* (1000, 4, 2015/09/24) */
Dear [redacted],
Western Union is responding to your September 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.
We have received your refund request. We can see that this item was indeed cashed, however since the Money Order is 10 years old, we are unable to provide a photocopy of the cashed item. We are only required to keep such records for 7 years from date of issue.
Our records do not indicate that we have received the mentioned $30.00 from you. If you could provide us with proof of the cashed item, we would be happy to reimburse the fee.
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
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 [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]
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
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]
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 /* (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 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], 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
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 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 could not complete your transaction at this time because we cannot verify the information you have provided...
regarding your transaction in order for us to comply with our legal obligations. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future. We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Please note that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union’s Money Transfer Service Terms and Conditions provide that Western Union and its Agents have the right to refuse service to any person. For this decision to be further reviewed, via a separate email communication we provided you with our required Consumer Questionnaire. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. Having considered the matters raised in your Complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Sincerely, Executive Resolutions Group
Dear Ms. [redacted]: We are responding to your recent complaint to the Revdex.com (Revdex.com). In your complaint you expressed that you were not happy with our response to your last complaint. You stated again that you did not agree with our $15.00 processing fee to refund and/or replace your damaged money order. We understand your frustration; however, there is a process when unfortunate circumstances occur such as lost, stolen, or damaged money order document. The processing fee is used to cover the administrative costs and charges that are demanded of us by our banking and financial partners. Because we are not a bank, we have to work directly with these institutions in order to complete your request. The whole process can take up to 30 days from the day we receive your completed request in good order. 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. Please accept our apology for any inconvenience this matter may have caused you. If you have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted].You may also email us at[redacted]. Sincerely, The Western Union Executive Resolutions 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]
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.We have received the requested documentation from you and we have processed your refund in the amount of $25.00 as requested, please allow 7 to 10 business days for delivery via USPS.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]
Final Consumer Response /* (2000, 5, 2015/12/10) */
I would like to thank Western Union (Ms. [redacted]) for ensuring my case was handled correctly and my funds refunded to me; thank you for getting this case resolved so quickly.
[redacted]
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]
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 records indicate that on November 2, 2016 you initiated a transaction for the amount of $381.00 plus the $12.50 of the service fee....
Western Union has completed its investigation into your complaint, we are very sorry for the inconvenience. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. Unfortunately, we are not able to comply with your request of a refund in this case. Your funds can only be recovered from the individual who received the funds in this transaction. Our apologies for your overall experience and for any misunderstanding caused during your interactions with our Customer Service Representatives. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as you described 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 to the following address: Western Union Financial Services, Inc. [redacted] 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. Sincerely, Executive Resolution Department Western Union