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
Complaint: [redacted]
I am rejecting this response because Western Union is lying. One of their employees who answers the phone, named [redacted], Operator ID [redacted] told me that on Feb 10, 2017 the money was claimed by someone who was located nowhere near the residence of the true recipient. Western Union knows very well that Ms. [redacted] resides in [redacted] because I have several times in the past sent funds to Ms. [redacted] through Western Union to that address. I will post my complaint against Western Union in all the venues, including [redacted] and newspapers until I am reimbursed for the $352.99 that would have meant food and subsistence for the poor [redacted] family. I will also use the email to let as many as I can that Western Union cannot be trusted; that it is neither honest nor reliable as a business entity.I will also counsel all my fellow [redacted], retired [redacted] and other [redacted] people not to patronize Western Union. [redacted]
[redacted]
[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 [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]
Dear Ms. [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly. Our 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: [redacted], 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 feel that false documents were used, it will require an official investigation. Law enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in the investigation. Regretfully, Western Union is not authorized to initiate or conduct a criminal investigations. You may secure a police request in reference to this money transfer. The police can then contact us directly so we can provide them with the contact information of the department dedicated with police queries. Please be assured that Western Union works closely with the authorities once an official investigation has taken place. Law enforcement should follow the steps below for further assistance: 1. Present the claim to your Local Police (law enforcement) 2. If they require information or documentation related to this transfer they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc. Attn: Custodian of Records [redacted]
[redacted] 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]
Initial Business Response /* (1000, 4, 2015/11/12) */
Dear [redacted],
Western Union is responding to your October 16, 2015 complaint to the Revdex.com.
Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money...
Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
Our records indicate that we processed a refund back to your account on September 25, 2015, please allow 5 to 7 business for bank processing and the funds to reflect on your account. If this is not the case, please send a copy of your bank statement dated from September 25, 2015 to the present to me directly, so that we may assist you further.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/08/17) */
Dear [redacted],
Western Union is responding to your July 28, 2015 complaint to the Revdex.com.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services....
Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. We have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case. If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union response has been the same without providing the basic evidence that is required. I do not accept their hollow response, and I have said time and time again from the very day I reported this case!
I challenged them to provide me with basic evidence, and they have still not provided any, and they insist this case should addressed locally in Ghana, which really does not make sense, and it an insult to my intelligence...
They are failing to address an issue which they are aware is going on, because of their inefficiency in scrutinizing their own international agents. I have stopped using them, because this is a complain that is going on,and they are not doing their job in checking that,after almost 19 years...I now use MoneyGram because they are more efficient.
I requested for the following:
A customer's Receipt....(A form that all customers complete and sign before the agent process and give the money (Not an agent receipt)...old copy from my brother attached
I did not ask for an agent receipt...(which is the only proof.they provide with a forged signature( them forgetting that, even their own agent can forged and cash that money.
I have also attached my brother's passport bearing his "signature" for them to compare, which is the same as the one on the customer's receipt(Sample my brother provided from old monies that I sent to him.
Please let them compare the signature on the old customer receipt that my brother provided as well as the one on his passport......and COMPARE them with the only proof western Union provide(agent receipt)....one can clearly see the signature on the agent's receipt has been forged! please take a minute and review.
The sample(old) customer's receipt that my brother provided has the name of the bank where monies get cashed...please review! ADB...Agriculture Development Bank located at Dansoman Estate..which is where my brother leaves, and cashes all monies that I send to him.
I therefore challenge them to produce the customer's receipt!....(Sample attached).
This money was said to have been cashed at a different location ..not even a bank....I want Western Union to provide the exact, location and name of the bank where this money was cashed.
I want them to give me back my money,because I trusted them and paid the $16 to give the $900 to my brother, and they have failed their part of the contract.....
I will not stop here, and will also go to the local media and report, and will make sure they pay for all damages. I will ask my Lawyer also to proceed with legal action, since I have tried all diplomatic means to get back my hard earned money to no avail.
Thank you.
[redacted]
Final Business Response /* (4000, 8, 2015/08/27) */
Dear [redacted],
Western Union is responding to your August 26, 2015 rebuttal to the Revdex.com.
Our position has not changed with this matter, you will need to follow the instructions outlined below for us to assist you further.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. We have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case. If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Western Union considers this case closed.
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]
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
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.Your tracer request for Money Order [redacted] was received on February 23, 2017 and was processed on March 1, 2017.Our records indicate that this Money Order was presented for payment twice (January 5, 2017 and January 10, 2017).The January 5, 2017 presentment was honored and it seems that item was presented for payment remotely. On January 10, 2017, the Money order was presented for payment again; however, at this time it was returned unpaid since funds are available one time. Please see attached Money Order copies and letter we sent to you on March 1, 2017.We sincerely apologize for any inconvenience you have experienced with using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Best Regards,[redacted]
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.
Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to anyone but the sender. We will need a Third Party Release (attached) completed and notarized, in order to communicate with you regarding this matter. This has been sent to you under separate cover, once received we will be able to investigate this claim further.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me directly.
Kind regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union requested more additional paperwork so that they could release my wife information to me. The paperwork was submitted today and I am still waiting for their reply.
Final Consumer Response /[redacted]/
The Western Union provide me the final investigation report on 4/15/2015. The investigation result shows that the money was received by receiver, however, they are still not able to provide me the evidence, including the photocopy of receiver's signature and photo ID, which are required for cashing the money transfer. After I insisted on seeing the evidence, the reply was "I am afraid we cannot provide this to you, as it is a privacy violation under government regulations." I am very frustrated by their vague one-sentence answer. I sent my questions as follow:
1. 1. Do Western Union have receiver's ID and signature as an evidence in the system if the money was cashed out?
2. If yes, could it be released to me? (Sounds impossible to me from reply), is there anything we /you could do to make it possibly accessible for either sender or receiver.
3. Whose privacy will be violated if you provide evidence to me? Is it My sister-in-law (Jie Liu), my wife (Yaling Liu), Western Union, or Local bank in China? Need each relevant party provide agreement of information release? I do not think there is any problem for us, my sister-in-law to do that.
4. Regarding government regulation. Is it US or China? Could you provide the detail, such as documents? I do not understand why it is so difficult for customer to access their own records.
I sent my reply email to [redacted], the Customer Advocate for Western Union on 4/15/2015, and am looking forward her reply.
Thanks.
[redacted]
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our position in this matter has not changed,per our email correspondence dated April 15, 2015 Western Union has investigated this matter. Our records indicate the following:
On February 13, 2015 at 8:55 AM Eastern Standard Time, [redacted] initiated a transfer for $2,500.00 to [redacted] in China.
On February 15, 2015 at 12:44 PM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in China, 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.
If you believe you are the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we will be happy to do so in this case.
Western Union considers this case closed.
Kind regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/09/22) */
Dear [redacted],
Western Union is responding to your September 9, 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 need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
Initial Business Response /* (1000, 14, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 8, 2015 complaint to the [redacted].
Our records indicate that Money Order XX-XXXXXXXXX was paid to the intended recipient [redacted], on June 10,...
2014. We have sent a copy of the cashed item to you via [redacted].
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] 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 [redacted] a global leader in the money transfer industry.
Kind Regards,
[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 have conducted an investigation per your request, and have determined that the transfer you initiated on April 16, 2015 in the amount of $2523.65 Money Transfer Control Number XXX-XXX-7403, was sent to the biller you requested in the To Send Money Form. We have included a copy of the To Send Money Form, sent under separate cover for security purposes, for your records. We cannot grant your request for a refund of the fee, as Western Union did not provide faulty service.
We have requested a reroute on your behalf to be sent to Ally Finance, Roadmaster, OH account number XXXXXXXX6406.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear Mrs. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please know that we are actively working on your case along with our [redacted] department; however, despite our best efforts, we have not been able to reach...
a resolution yet. Your case has been escalated to a management level to expedite the resolution as much as possible. We will continue to follow up until a final resolution is provided to you. Sincerely,The Western Union Executive Resolutions Team
Dear [redacted], Western Union is writing in response to the second rebuttal received through the Revdex.com. Our records indicate that in addition to the complaint with the Revdex.com, you have submitted a complaint with the Consumer Financial Protection Bureau (CFPB), which was handled by one of the specialist from the Executive Resolutions team. As mentioned in our previous response, our records indicate that you initiated an online money transfer for $400.00 on July 16, 2016 at approximately 1:55 PM ET, to [redacted] in South Africa. The transaction was sent under MTCN [redacted]-[redacted]-[redacted]. On July 18, 2016 at approximately 4:40 AM ET, a person with identification bearing the name of the named recipient went to an agent location and picked up the funds. Although Western Union paid the transfer to the named recipient on July 18, 2016, your bank account was not charged for this transfer until July 31, 2016, due to a service disruption experienced by our third party payment processor. This service disruption issue has now been resolved. A refund for the aforementioned transaction cannot be processed as the funds were picked up by the intended receiver. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while using our services. 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, Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/01) */
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 case. The Money Order group confirmed that they received...
the claim originally on August 4, 2015. The research request, as stated in the forms could take up to 6-8 weeks to be processed. A letter requesting additional proof of purchase was sent out to you on August 7, 2015.
The Money Order department was able to obtain all the necessary documentation to proceed with the refund. A refund check has been sent to you overnight via FedEx. The tracking number has been sent to you via separate e-mail.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
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]
They are not Refunding $107.00 to my credit card for a money send service that was done on july 23 the receiver last name was wrong so had to cancel the order and submit a new one, I was told that the refund was going to take from 3 to 7 business days, after several phone cal to...
Custumer service we still not able to get the refund.we are looking for $107.00 refund ( $100 +$ 7.00 service fee)The MTCN# [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.We have reviewed your transaction. For security reasons, the Direct to Bank - China team needed to contact the receiver to verify their...
banking details, but because the receiver’s phone number was not specified at the time of send, they could not verify the information. These are the details that need to be provided when sending a Direct to Bank money transfer, Bank Code - Bank Card Number - Reason for Remittance - Receivers Phone Country Code - Receiver Phone Number. The transaction was rejected on February 25, 2016 and the electronic refund initiated. The full refund was successfully processed on March 1, 2016. It takes 3-5 business days for the credit to reflect.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. 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 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
Complaint: [redacted]
I am rejecting this response because Western Union is lying. One of their employees who answers the phone, named [redacted], Operator ID [redacted] told me that on Feb 10, 2017 the money was claimed by someone who was located nowhere near the residence of the true recipient. Western Union knows very well that Ms. [redacted] resides in [redacted] because I have several times in the past sent funds to Ms. [redacted] through Western Union to that address. I will post my complaint against Western Union in all the venues, including [redacted] and newspapers until I am reimbursed for the $352.99 that would have meant food and subsistence for the poor [redacted] family. I will also use the email to let as many as I can that Western Union cannot be trusted; that it is neither honest nor reliable as a business entity.I will also counsel all my fellow [redacted], retired [redacted] and other [redacted] people not to patronize Western Union. [redacted]
[redacted]
[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 [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]
Dear Ms. [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly. Our 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: [redacted], 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 feel that false documents were used, it will require an official investigation. Law enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in the investigation. Regretfully, Western Union is not authorized to initiate or conduct a criminal investigations. You may secure a police request in reference to this money transfer. The police can then contact us directly so we can provide them with the contact information of the department dedicated with police queries. Please be assured that Western Union works closely with the authorities once an official investigation has taken place. Law enforcement should follow the steps below for further assistance: 1. Present the claim to your Local Police (law enforcement) 2. If they require information or documentation related to this transfer they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc. Attn: Custodian of Records [redacted]
[redacted] 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]
Initial Business Response /* (1000, 4, 2015/11/12) */
Dear [redacted],
Western Union is responding to your October 16, 2015 complaint to the Revdex.com.
Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money...
Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
Our records indicate that we processed a refund back to your account on September 25, 2015, please allow 5 to 7 business for bank processing and the funds to reflect on your account. If this is not the case, please send a copy of your bank statement dated from September 25, 2015 to the present to me directly, so that we may assist you further.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/08/17) */
Dear [redacted],
Western Union is responding to your July 28, 2015 complaint to the Revdex.com.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services....
Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. We have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case. If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union response has been the same without providing the basic evidence that is required. I do not accept their hollow response, and I have said time and time again from the very day I reported this case!
I challenged them to provide me with basic evidence, and they have still not provided any, and they insist this case should addressed locally in Ghana, which really does not make sense, and it an insult to my intelligence...
They are failing to address an issue which they are aware is going on, because of their inefficiency in scrutinizing their own international agents. I have stopped using them, because this is a complain that is going on,and they are not doing their job in checking that,after almost 19 years...I now use MoneyGram because they are more efficient.
I requested for the following:
A customer's Receipt....(A form that all customers complete and sign before the agent process and give the money (Not an agent receipt)...old copy from my brother attached
I did not ask for an agent receipt...(which is the only proof.they provide with a forged signature( them forgetting that, even their own agent can forged and cash that money.
I have also attached my brother's passport bearing his "signature" for them to compare, which is the same as the one on the customer's receipt(Sample my brother provided from old monies that I sent to him.
Please let them compare the signature on the old customer receipt that my brother provided as well as the one on his passport......and COMPARE them with the only proof western Union provide(agent receipt)....one can clearly see the signature on the agent's receipt has been forged! please take a minute and review.
The sample(old) customer's receipt that my brother provided has the name of the bank where monies get cashed...please review! ADB...Agriculture Development Bank located at Dansoman Estate..which is where my brother leaves, and cashes all monies that I send to him.
I therefore challenge them to produce the customer's receipt!....(Sample attached).
This money was said to have been cashed at a different location ..not even a bank....I want Western Union to provide the exact, location and name of the bank where this money was cashed.
I want them to give me back my money,because I trusted them and paid the $16 to give the $900 to my brother, and they have failed their part of the contract.....
I will not stop here, and will also go to the local media and report, and will make sure they pay for all damages. I will ask my Lawyer also to proceed with legal action, since I have tried all diplomatic means to get back my hard earned money to no avail.
Thank you.
[redacted]
Final Business Response /* (4000, 8, 2015/08/27) */
Dear [redacted],
Western Union is responding to your August 26, 2015 rebuttal to the Revdex.com.
Our position has not changed with this matter, you will need to follow the instructions outlined below for us to assist you further.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. We have sent to you under separate cover for security and privacy purposes, a copy of the documentation that was used for making this determination.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case. If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Western Union considers this case closed.
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]
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
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.Your tracer request for Money Order [redacted] was received on February 23, 2017 and was processed on March 1, 2017.Our records indicate that this Money Order was presented for payment twice (January 5, 2017 and January 10, 2017).The January 5, 2017 presentment was honored and it seems that item was presented for payment remotely. On January 10, 2017, the Money order was presented for payment again; however, at this time it was returned unpaid since funds are available one time. Please see attached Money Order copies and letter we sent to you on March 1, 2017.We sincerely apologize for any inconvenience you have experienced with using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Best Regards,[redacted]
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.
Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to anyone but the sender. We will need a Third Party Release (attached) completed and notarized, in order to communicate with you regarding this matter. This has been sent to you under separate cover, once received we will be able to investigate this claim further.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me directly.
Kind regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union requested more additional paperwork so that they could release my wife information to me. The paperwork was submitted today and I am still waiting for their reply.
Final Consumer Response /[redacted]/
The Western Union provide me the final investigation report on 4/15/2015. The investigation result shows that the money was received by receiver, however, they are still not able to provide me the evidence, including the photocopy of receiver's signature and photo ID, which are required for cashing the money transfer. After I insisted on seeing the evidence, the reply was "I am afraid we cannot provide this to you, as it is a privacy violation under government regulations." I am very frustrated by their vague one-sentence answer. I sent my questions as follow:
1. 1. Do Western Union have receiver's ID and signature as an evidence in the system if the money was cashed out?
2. If yes, could it be released to me? (Sounds impossible to me from reply), is there anything we /you could do to make it possibly accessible for either sender or receiver.
3. Whose privacy will be violated if you provide evidence to me? Is it My sister-in-law (Jie Liu), my wife (Yaling Liu), Western Union, or Local bank in China? Need each relevant party provide agreement of information release? I do not think there is any problem for us, my sister-in-law to do that.
4. Regarding government regulation. Is it US or China? Could you provide the detail, such as documents? I do not understand why it is so difficult for customer to access their own records.
I sent my reply email to [redacted], the Customer Advocate for Western Union on 4/15/2015, and am looking forward her reply.
Thanks.
[redacted]
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our position in this matter has not changed,per our email correspondence dated April 15, 2015 Western Union has investigated this matter. Our records indicate the following:
On February 13, 2015 at 8:55 AM Eastern Standard Time, [redacted] initiated a transfer for $2,500.00 to [redacted] in China.
On February 15, 2015 at 12:44 PM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in China, 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.
If you believe you are the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we will be happy to do so in this case.
Western Union considers this case closed.
Kind regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/09/22) */
Dear [redacted],
Western Union is responding to your September 9, 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 need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
Kind Regards,
[redacted] Laker
Initial Business Response /* (1000, 14, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 8, 2015 complaint to the [redacted].
Our records indicate that Money Order XX-XXXXXXXXX was paid to the intended recipient [redacted], on June 10,...
2014. We have sent a copy of the cashed item to you via [redacted].
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] 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 [redacted] a global leader in the money transfer industry.
Kind Regards,
[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 have conducted an investigation per your request, and have determined that the transfer you initiated on April 16, 2015 in the amount of $2523.65 Money Transfer Control Number XXX-XXX-7403, was sent to the biller you requested in the To Send Money Form. We have included a copy of the To Send Money Form, sent under separate cover for security purposes, for your records. We cannot grant your request for a refund of the fee, as Western Union did not provide faulty service.
We have requested a reroute on your behalf to be sent to Ally Finance, Roadmaster, OH account number XXXXXXXX6406.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear Mrs. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please know that we are actively working on your case along with our [redacted] department; however, despite our best efforts, we have not been able to reach...
a resolution yet. Your case has been escalated to a management level to expedite the resolution as much as possible. We will continue to follow up until a final resolution is provided to you. Sincerely,The Western Union Executive Resolutions Team
Dear [redacted], Western Union is writing in response to the second rebuttal received through the Revdex.com. Our records indicate that in addition to the complaint with the Revdex.com, you have submitted a complaint with the Consumer Financial Protection Bureau (CFPB), which was handled by one of the specialist from the Executive Resolutions team. As mentioned in our previous response, our records indicate that you initiated an online money transfer for $400.00 on July 16, 2016 at approximately 1:55 PM ET, to [redacted] in South Africa. The transaction was sent under MTCN [redacted]-[redacted]-[redacted]. On July 18, 2016 at approximately 4:40 AM ET, a person with identification bearing the name of the named recipient went to an agent location and picked up the funds. Although Western Union paid the transfer to the named recipient on July 18, 2016, your bank account was not charged for this transfer until July 31, 2016, due to a service disruption experienced by our third party payment processor. This service disruption issue has now been resolved. A refund for the aforementioned transaction cannot be processed as the funds were picked up by the intended receiver. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while using our services. 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, Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/01) */
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 case. The Money Order group confirmed that they received...
the claim originally on August 4, 2015. The research request, as stated in the forms could take up to 6-8 weeks to be processed. A letter requesting additional proof of purchase was sent out to you on August 7, 2015.
The Money Order department was able to obtain all the necessary documentation to proceed with the refund. A refund check has been sent to you overnight via FedEx. The tracking number has been sent to you via separate e-mail.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
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]
They are not Refunding $107.00 to my credit card for a money send service that was done on july 23 the receiver last name was wrong so had to cancel the order and submit a new one, I was told that the refund was going to take from 3 to 7 business days, after several phone cal to...
Custumer service we still not able to get the refund.we are looking for $107.00 refund ( $100 +$ 7.00 service fee)The MTCN# [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.We have reviewed your transaction. For security reasons, the Direct to Bank - China team needed to contact the receiver to verify their...
banking details, but because the receiver’s phone number was not specified at the time of send, they could not verify the information. These are the details that need to be provided when sending a Direct to Bank money transfer, Bank Code - Bank Card Number - Reason for Remittance - Receivers Phone Country Code - Receiver Phone Number. The transaction was rejected on February 25, 2016 and the electronic refund initiated. The full refund was successfully processed on March 1, 2016. It takes 3-5 business days for the credit to reflect.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. 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