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. The WU Pay department confirmed that the payment was not received therefore they are unable to proceed with...
a refund. The bank statement that you provided shows a debit of $1,204.00, however the payment was sent to a different name (Western Union Telegraph CO, [redacted] instead of WU® Pay) and it shows that it was sent to a different address (Colorado instead of Ohio) other than the one specified in the instructions available on the Web site.Below you will find the instructions on how to send funds using the WU Pay service through your bank:1. Log in to your bank's web site to pay your bill. 2. Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay. Name: WU® PayAddress: P.O. Box 635808Cincinnati, OH 45263-5808 3. Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed. Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.We would suggest that you contact your bank and to request the reversal/charge-back for this transaction.Western Union apologizes that you found difficulty using this service. 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. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We are in the process of reviewing the call recordings. The proper coaching/feedback will be provided, if applicable, to the operators involved to ensure inquiries such as yours are handled correctly. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on February 25, 2016. We noticed that on February 26, 2016 your recipient visited a...
location but the payout did not complete and for this we are refunding the fees, $24.00. The refund check was sent via regular mail. Please allow 7-10 days for the mailing time. The receiver successfully collected the transfer on February 27, 2016. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles your receiver faced trying to collect the funds. To prevent similar scenarios from happening, we have notified the agent involved. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 5, 2015/12/28) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transactions that were sent on December 4, 2015. Western...
Union Money Transfer service is designed for people to send money to people they know and should not be used to send money to unknown parties. Western Union does not offer any type of purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer service.
As part of the review process, we determined that the case was not handled properly by our Customer Service Representative and for this reason we have fully refunded the transactions back to you. The Money Transfer Control Numbers (MTCN) have been sent to you separately via e-mail.
We suggest that you contact your local law enforcement and file a report. As a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. Your fraud file report number is XXXXXXX, please provide this to your local law enforcement agency.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund granted. Thank you, Revdex.com.
Complaint: [redacted]
I am rejecting this response because:
Please be aware that I made an oversee remittance through western union to the tune of 3618 CAD and this amount was supposed help me secure a peace of property oversea but instead Western Union claim that they did not know what happened to the money at the time. At the time asked them for immediate refund so that I can use to run my local business but they choose to give me a run around and after I filed a complain they now decided to refund the money without considering all my losses and providing reasonable explanation for what happened. I have individual at the [redacted] locations where the transaction was made that will corroborate my account of what happened. I went to that locations at least ten times and they called Western union several times to no avail. This type of practice must not be allowed to stand. I claim a lost of about 5000 CAD and a written apology floor what transpired. My transactions was of a business nature and the fact that they can frustrate my business and get away with must not be allowed to stand and Ii urge you to use all necessary means to resolve the matter amicably. I appreciate your effort in escalating the matter and giving the attention it deserves.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you for your response however I must respectfully disagree with If you will review your records it will clearly show the many phone calls made by me. Your records will also clearly indicate that I have spoken to your staff as well as supervisors or alike and during our telephone conversations, they all offered the same resolvement of waiting 7 to 10 days as you are offering now. This back-and-forth conversation has been going on for several months now and is clearly a violation of your policy. If you can review your record it would also indicate that this is money that has been owed to me since 2013.. In essence, you are using money that is not rightfully yours to gain interest throughout the years.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that a refund was processed to you on January 14, 2016 under Money Transfer Control Number XXX-XXX-1288, and it was paid to you on January 16, 2016. 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] Tell us why here...
Dear [redacted] H. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union did provide the service that is why the fees were not included on your original refund. As you stated, it was because you misplaced the tracking number that the transaction had to be refunded back. As a courtesy, we have processed the refund of fees and have sent it via regular mail. Please allow 7-10 days for the mailing time.The mailing address registered in the transfer has not changed. Areas of opportunity were found in the handling of this case and we have taken the necessary measures to prevent similar issues in the future.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint that you filed through the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that we have addressed your complaint. The Money Order department received your request and processed it on...
January 17, 2017. A refund check was issued for the amount of $9.95. Please allow approximately 7-10 business days to receive the refund. We regret any inconvenience this matter has caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 5, 2015/11/15) */
Dear [redacted],
Western Union is responding to your October 21, 2015 complaint to the Revdex.com.
Our records indicate that this transaction has been investigated several times, our position in this matter has not changed....
The Money Transfer was determined to have been paid correctly on November 18, 2014 to your intended receiver, [redacted]
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 are including 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]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was told several times by Western Union that there were irregularities in the transaction and that I would receive a refund. Western Union cannot produce what identification that was given when they allege that the money was paid. Which is required by Western Union. Someplace there as a breakdown by Western Union.
Western Union needs to refund my money or provide a copy of what they accepted as proof of Identification, Also need to explain why I was told that I would receive a refund and be contacted which has never happen.
Western Union is not a business to trusted and operate very dis-honest practices.
Initial Business Response /* (1000, 4, 2015/08/31) */
Dear [redacted] Shapiro,
Western Union is writing in response to the complaint we received from you through the Revdex.com on August 19, 2015. We understand your concern and appreciate you bringing it to our attention.
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. Our records indicate that there was an online error that occurred when trying to apply your discount. This error has since been corrected. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We value your business and sincerely regret any inconvenience you experienced as a result. In recognition for your valuable feedback, Western Union would like to provide you with a free promotion code for your next money transfer transaction. The code is XXXXX-XXXXXXXXX. Sent to you under separate cover for privacy and security purposes. The code must be entered exactly as displayed, dash included, in order to be applied correctly. Please be aware you will need to inform the agent before your transaction that you have the promotional code as it cannot be input after the transfer has been initiated.
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.
As of August 27, 2015 your points balance was 461.
Western Union considers this case closed.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the complaints at all and just offered a free transfer. I have complained about over 100 transaction since Dec 15th 2014 and poor customer service, including inability to access my rewards for free transfer.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 8, 2015/09/29) */
Dear [redacted]
Western Union is responding to your August 19, 2015 rebuttal to the Revdex.com.
You currently have 249 points on your MyWu account. Last redemption for 0 fee discount was on September 21, 2015. Unfortunately the discount was not applied on this Money Transfer Control Number XXX-XXX-7900 due to ongoing technical issues with our online service.
This discount is still available for you to use in sending Money Transfers at an Agent location and over the phone.
We have escalated the issue to our Webcare Team, we do not have an Expected Time of Action at this time.
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], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that, due to a system error, the refund requests were not processed on the transaction sent...
in July, 2016. Upon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund requests – even though the refund was initiated by Western Union, the funds were not being routed back to customers’ accounts. At this time, it was confirmed that the funds were sent back to your financial institution. If the funds are not reflected in your account, please contact your bank for further handling. Please accept our sincere apologies for the delay of your refund and any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/07/01) */
Dear [redacted],
[redacted] is responding to your June 26, 2015 complaint to the[redacted]
We requested transaction information from you on June 30, 2015. We are awaiting that information from you. [redacted] is...
required to screen and approve all transactions. Some transactions are immediately authorized, while some are placed on hold, and others are cancelled. This is subject to our system's verification process. Each transaction is treated independently. You can send money transfers within the acceptable parameters of [redacted].
For more information please refer to our Terms and Conditions at [redacted].
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because[redacted] system doesnt work properly
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/07/14) */
Dear [redacted],
Our position has not changed on this matter, we must reiterate.
[redacted] is responding to your July 2, 2015 rebuttal to the[redacted]
We requested transaction information from you on June 30, 2015. We are awaiting that information from you. [redacted] is required to screen and approve all transactions. Some transactions are immediately authorized, while some are placed on hold, and others are cancelled. This is subject to our system's verification process. Each transaction is treated independently.
You can send money transfers within the acceptable parameters of [redacted].
For more information please refer to our Terms and Conditions at [redacted].
[redacted] considers this case closed.
Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on October 19, 2015. We have...
opened up an investigation with the Regional Operations Manager of Panama to verify and understand the reason why the agents that you visited did not have enough cash to complete the payment.
We received confirmation from you by e-mail and telephone on December 23, 2015 to send you the refund via check to your home address. This request was processed and sent via overnight delivery. An additional $50.00 compensation was also processed and sent via overnight delivery.
Western Union apologizes that you found difficulty working with our Customer Support and agents in Panama. 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
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Thank you Revdex.com for your help.Problem resolved with W.U. They gave me my money back plus the $30 fee for sending plus $50.00 for my trouble. You folks carry a big stick ! Bottom line is you can send money any where in the world but try and collect it.Total false advertising.Again thank you very much.
[redacted]
[redacted] US home
US Cell [redacted]
Panama Cell [redacted] 6 [redacted] (country code [redacted].com
Initial Business Response /* (1000, 4, 2015/08/05) */
Dear [redacted],
Western Union is responding to your July 20, 2015 complaint to the Revdex.com.
We have issued a refund to you in the amount of $820.00 under Money Transfer Control Number XXX-XXX-[redacted], this has been sent to you...
under separate cover for privacy and security purposes, and is available to you at any Western Union Agent location in Florida. Please provide this number and a valid government issued ID at payout.
Kind Regards,
[redacted]
Dear [redacted]: Western Union is writing in response to the complaint received from you through the Revdex.com (Revdex.com) portal. You state in your complaint that five Western Union transactions were initiated without your authorization and you are requesting a refund for each...
transaction. Western Union has investigated your concerns. Our records indicate that in January 2017, three (3) transactions were initiated via our online services to a consumer located in [redacted]. Please review the information referenced below for further details pertaining to the transactions in question. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 12:14 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:14 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:20 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:27 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:29 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:55 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:58 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017, at 2:03 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Money Transfer Control Number 161-148-1756: Our records indicate that on May 24, 2017, at 2:15 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 26, 2017. This transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. On May 26, 2017, Western Union credited a full refund back to the senders account in the amount of $995.00. The timeframe for the funds to reflect in the senders account can take up to seven business days. To help protect your personal information from unauthorized access and use, we endeavor to use reasonable security measures. These measures can include physical, electronic and procedural safeguards such as computer safeguards and secured files and buildings. We also endeavor to limit personal information access to only employees, agents and representatives that need to know. When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, a fraud report was filed with Western Union on June 1, 2017, fraud case number: [redacted] Western Union has taken steps to identify the named receiver to block them from receiving or sending Western Union money transfers in the future. At this time, we have confirmed that a chargeback of the transactions ending in [redacted] was successfully processed on June 6, 2017 to your bank account due to a charge back request that was submitted by your bank. Please contact your bank if further confirmation of the charge backs is required. Due to the charge back, all four of the transactions funds are considered owed to Western Union. In order for Western Union to consider these charges as fraudulent, we will require a copy of a police report for your incident. If there are any further questions after speaking to your bank or you have the necessary document(s) available, please contact our Risk Collections directly at [redacted] or you may email them at [redacted]. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us at [redacted] Sincerely, The Western Union Executive Resolutions Team
Dear [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Our records indicate that a refund check [redacted] was processed on 10/16/17 in the amount of $87.50, and it was mailed to your address on file. The Check was cashed on 10/24/17. A processing fee was not deducted from your original Money Order. Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that you are free to transact with Western Union.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate the following: · March 4,...
2016, you have sent a transaction; · March 4, 2016, the transaction was placed under review by our Compliance team due to a possible match of the receiver’s name to a name of an individual with whom Western Union cannot conduct business; · March 6, 2016, you have contacted Western Union, requesting a change in the receiver’s name and you were advised that the change cannot be made without additional information being gathered about the receiver; · March 8, 2016, you were advised that a copy of the receiver’s identification or a Letter Of Explanation (LOE) is needed in order to proceed with change or refund; · March 10, 2016, you have called our Customer Service Center, requesting a change on the receiver’s name and you were advised of the required information; · May 16, 2016, you have contacted Western Union, advising that an LOE was emailed at which point the information was escalated to the appropriate team; · May 18, 2016, you have spoken to one of the representatives from our Compliance team and provided payee’s Date and Place of Birth; · June 3, 2016, you contacted Western Union to check the status of the refund; · June 9, 2016, the refund was authorized; · July 27, 2016, the refund was processed. After the investigation was completed, we identified areas of opportunity and the appropriate coaching will be provided to the representatives who handled your refund request as the delay was caused by the mishandling on the representatives’ part. The refund information will be sent to you under separate cover. Please accept our sincere apologies for the delay of your refund and any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Per our telephone conversation today, we have sent a copy of the Forgery Affidavit that we discussed to your email address. Please complete the form, have it notarized and return to me.Once we have received it we will present it to the Bank of First Deposit and they will provide us with a determination regarding your forgery claim. Please be advised that this process may take up to 120 days. Western Union cannot expedite the process time with the Bank of First Deposit.Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that 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.In addition, we have reviewed that decision and confirmed that it was made following the correct procedures.We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted]. You may also email us at[redacted]Sincerely,The Executive Resolutions Department
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. The WU Pay department confirmed that the payment was not received therefore they are unable to proceed with...
a refund. The bank statement that you provided shows a debit of $1,204.00, however the payment was sent to a different name (Western Union Telegraph CO, [redacted] instead of WU® Pay) and it shows that it was sent to a different address (Colorado instead of Ohio) other than the one specified in the instructions available on the Web site.Below you will find the instructions on how to send funds using the WU Pay service through your bank:1. Log in to your bank's web site to pay your bill. 2. Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay. Name: WU® PayAddress: P.O. Box 635808Cincinnati, OH 45263-5808 3. Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed. Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.We would suggest that you contact your bank and to request the reversal/charge-back for this transaction.Western Union apologizes that you found difficulty using this service. 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. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We are in the process of reviewing the call recordings. The proper coaching/feedback will be provided, if applicable, to the operators involved to ensure inquiries such as yours are handled correctly. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on February 25, 2016. We noticed that on February 26, 2016 your recipient visited a...
location but the payout did not complete and for this we are refunding the fees, $24.00. The refund check was sent via regular mail. Please allow 7-10 days for the mailing time. The receiver successfully collected the transfer on February 27, 2016. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles your receiver faced trying to collect the funds. To prevent similar scenarios from happening, we have notified the agent involved. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 5, 2015/12/28) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transactions that were sent on December 4, 2015. Western...
Union Money Transfer service is designed for people to send money to people they know and should not be used to send money to unknown parties. Western Union does not offer any type of purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer service.
As part of the review process, we determined that the case was not handled properly by our Customer Service Representative and for this reason we have fully refunded the transactions back to you. The Money Transfer Control Numbers (MTCN) have been sent to you separately via e-mail.
We suggest that you contact your local law enforcement and file a report. As a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. Your fraud file report number is XXXXXXX, please provide this to your local law enforcement agency.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund granted. Thank you, Revdex.com.
Complaint: [redacted]
I am rejecting this response because:
Please be aware that I made an oversee remittance through western union to the tune of 3618 CAD and this amount was supposed help me secure a peace of property oversea but instead Western Union claim that they did not know what happened to the money at the time. At the time asked them for immediate refund so that I can use to run my local business but they choose to give me a run around and after I filed a complain they now decided to refund the money without considering all my losses and providing reasonable explanation for what happened. I have individual at the [redacted] locations where the transaction was made that will corroborate my account of what happened. I went to that locations at least ten times and they called Western union several times to no avail. This type of practice must not be allowed to stand. I claim a lost of about 5000 CAD and a written apology floor what transpired. My transactions was of a business nature and the fact that they can frustrate my business and get away with must not be allowed to stand and Ii urge you to use all necessary means to resolve the matter amicably. I appreciate your effort in escalating the matter and giving the attention it deserves.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you for your response however I must respectfully disagree with If you will review your records it will clearly show the many phone calls made by me. Your records will also clearly indicate that I have spoken to your staff as well as supervisors or alike and during our telephone conversations, they all offered the same resolvement of waiting 7 to 10 days as you are offering now. This back-and-forth conversation has been going on for several months now and is clearly a violation of your policy. If you can review your record it would also indicate that this is money that has been owed to me since 2013.. In essence, you are using money that is not rightfully yours to gain interest throughout the years.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that a refund was processed to you on January 14, 2016 under Money Transfer Control Number XXX-XXX-1288, and it was paid to you on January 16, 2016. 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] Tell us why here...
Dear [redacted] H. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union did provide the service that is why the fees were not included on your original refund. As you stated, it was because you misplaced the tracking number that the transaction had to be refunded back. As a courtesy, we have processed the refund of fees and have sent it via regular mail. Please allow 7-10 days for the mailing time.The mailing address registered in the transfer has not changed. Areas of opportunity were found in the handling of this case and we have taken the necessary measures to prevent similar issues in the future.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint that you filed through the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that we have addressed your complaint. The Money Order department received your request and processed it on...
January 17, 2017. A refund check was issued for the amount of $9.95. Please allow approximately 7-10 business days to receive the refund. We regret any inconvenience this matter has caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 5, 2015/11/15) */
Dear [redacted],
Western Union is responding to your October 21, 2015 complaint to the Revdex.com.
Our records indicate that this transaction has been investigated several times, our position in this matter has not changed....
The Money Transfer was determined to have been paid correctly on November 18, 2014 to your intended receiver, [redacted]
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 are including 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]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was told several times by Western Union that there were irregularities in the transaction and that I would receive a refund. Western Union cannot produce what identification that was given when they allege that the money was paid. Which is required by Western Union. Someplace there as a breakdown by Western Union.
Western Union needs to refund my money or provide a copy of what they accepted as proof of Identification, Also need to explain why I was told that I would receive a refund and be contacted which has never happen.
Western Union is not a business to trusted and operate very dis-honest practices.
Initial Business Response /* (1000, 4, 2015/08/31) */
Dear [redacted] Shapiro,
Western Union is writing in response to the complaint we received from you through the Revdex.com on August 19, 2015. We understand your concern and appreciate you bringing it to our attention.
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. Our records indicate that there was an online error that occurred when trying to apply your discount. This error has since been corrected. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We value your business and sincerely regret any inconvenience you experienced as a result. In recognition for your valuable feedback, Western Union would like to provide you with a free promotion code for your next money transfer transaction. The code is XXXXX-XXXXXXXXX. Sent to you under separate cover for privacy and security purposes. The code must be entered exactly as displayed, dash included, in order to be applied correctly. Please be aware you will need to inform the agent before your transaction that you have the promotional code as it cannot be input after the transfer has been initiated.
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.
As of August 27, 2015 your points balance was 461.
Western Union considers this case closed.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the complaints at all and just offered a free transfer. I have complained about over 100 transaction since Dec 15th 2014 and poor customer service, including inability to access my rewards for free transfer.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 8, 2015/09/29) */
Dear [redacted]
Western Union is responding to your August 19, 2015 rebuttal to the Revdex.com.
You currently have 249 points on your MyWu account. Last redemption for 0 fee discount was on September 21, 2015. Unfortunately the discount was not applied on this Money Transfer Control Number XXX-XXX-7900 due to ongoing technical issues with our online service.
This discount is still available for you to use in sending Money Transfers at an Agent location and over the phone.
We have escalated the issue to our Webcare Team, we do not have an Expected Time of Action at this time.
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], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that, due to a system error, the refund requests were not processed on the transaction sent...
in July, 2016. Upon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund requests – even though the refund was initiated by Western Union, the funds were not being routed back to customers’ accounts. At this time, it was confirmed that the funds were sent back to your financial institution. If the funds are not reflected in your account, please contact your bank for further handling. Please accept our sincere apologies for the delay of your refund and any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/07/01) */
Dear [redacted],
[redacted] is responding to your June 26, 2015 complaint to the[redacted]
We requested transaction information from you on June 30, 2015. We are awaiting that information from you. [redacted] is...
required to screen and approve all transactions. Some transactions are immediately authorized, while some are placed on hold, and others are cancelled. This is subject to our system's verification process. Each transaction is treated independently. You can send money transfers within the acceptable parameters of [redacted].
For more information please refer to our Terms and Conditions at [redacted].
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because[redacted] system doesnt work properly
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/07/14) */
Dear [redacted],
Our position has not changed on this matter, we must reiterate.
[redacted] is responding to your July 2, 2015 rebuttal to the[redacted]
We requested transaction information from you on June 30, 2015. We are awaiting that information from you. [redacted] is required to screen and approve all transactions. Some transactions are immediately authorized, while some are placed on hold, and others are cancelled. This is subject to our system's verification process. Each transaction is treated independently.
You can send money transfers within the acceptable parameters of [redacted].
For more information please refer to our Terms and Conditions at [redacted].
[redacted] considers this case closed.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/23) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on October 19, 2015. We have...
opened up an investigation with the Regional Operations Manager of Panama to verify and understand the reason why the agents that you visited did not have enough cash to complete the payment.
We received confirmation from you by e-mail and telephone on December 23, 2015 to send you the refund via check to your home address. This request was processed and sent via overnight delivery. An additional $50.00 compensation was also processed and sent via overnight delivery.
Western Union apologizes that you found difficulty working with our Customer Support and agents in Panama. 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
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Thank you Revdex.com for your help.Problem resolved with W.U. They gave me my money back plus the $30 fee for sending plus $50.00 for my trouble. You folks carry a big stick ! Bottom line is you can send money any where in the world but try and collect it.Total false advertising.Again thank you very much.
[redacted]
[redacted] US home
US Cell [redacted]
Panama Cell [redacted] 6 [redacted] (country code [redacted].com
Initial Business Response /* (1000, 4, 2015/08/05) */
Dear [redacted],
Western Union is responding to your July 20, 2015 complaint to the Revdex.com.
We have issued a refund to you in the amount of $820.00 under Money Transfer Control Number XXX-XXX-[redacted], this has been sent to you...
under separate cover for privacy and security purposes, and is available to you at any Western Union Agent location in Florida. Please provide this number and a valid government issued ID at payout.
Kind Regards,
[redacted]
Dear [redacted]: Western Union is writing in response to the complaint received from you through the Revdex.com (Revdex.com) portal. You state in your complaint that five Western Union transactions were initiated without your authorization and you are requesting a refund for each...
transaction. Western Union has investigated your concerns. Our records indicate that in January 2017, three (3) transactions were initiated via our online services to a consumer located in [redacted]. Please review the information referenced below for further details pertaining to the transactions in question. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 12:14 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:14 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:20 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:27 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Western Union Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:29 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017 at 1:55 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Money Transfer Control Number [redacted]: Our records indicate that on May 24, 2017, at 1:58 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 24, 2017. On May 24, 2017, at 2:03 AM EST, a person with identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. A refund is not available as the funds were paid to the named payee. Money Transfer Control Number 161-148-1756: Our records indicate that on May 24, 2017, at 2:15 AM EST, an online ACH transaction was initiated in the amount of $990.00 to be paid to [redacted] in [redacted]. The date of availability was May 26, 2017. This transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. On May 26, 2017, Western Union credited a full refund back to the senders account in the amount of $995.00. The timeframe for the funds to reflect in the senders account can take up to seven business days. To help protect your personal information from unauthorized access and use, we endeavor to use reasonable security measures. These measures can include physical, electronic and procedural safeguards such as computer safeguards and secured files and buildings. We also endeavor to limit personal information access to only employees, agents and representatives that need to know. When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, a fraud report was filed with Western Union on June 1, 2017, fraud case number: [redacted] Western Union has taken steps to identify the named receiver to block them from receiving or sending Western Union money transfers in the future. At this time, we have confirmed that a chargeback of the transactions ending in [redacted] was successfully processed on June 6, 2017 to your bank account due to a charge back request that was submitted by your bank. Please contact your bank if further confirmation of the charge backs is required. Due to the charge back, all four of the transactions funds are considered owed to Western Union. In order for Western Union to consider these charges as fraudulent, we will require a copy of a police report for your incident. If there are any further questions after speaking to your bank or you have the necessary document(s) available, please contact our Risk Collections directly at [redacted] or you may email them at [redacted]. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us at [redacted] Sincerely, The Western Union Executive Resolutions Team
Dear [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Our records indicate that a refund check [redacted] was processed on 10/16/17 in the amount of $87.50, and it was mailed to your address on file. The Check was cashed on 10/24/17. A processing fee was not deducted from your original Money Order. Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that you are free to transact with Western Union.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate the following: · March 4,...
2016, you have sent a transaction; · March 4, 2016, the transaction was placed under review by our Compliance team due to a possible match of the receiver’s name to a name of an individual with whom Western Union cannot conduct business; · March 6, 2016, you have contacted Western Union, requesting a change in the receiver’s name and you were advised that the change cannot be made without additional information being gathered about the receiver; · March 8, 2016, you were advised that a copy of the receiver’s identification or a Letter Of Explanation (LOE) is needed in order to proceed with change or refund; · March 10, 2016, you have called our Customer Service Center, requesting a change on the receiver’s name and you were advised of the required information; · May 16, 2016, you have contacted Western Union, advising that an LOE was emailed at which point the information was escalated to the appropriate team; · May 18, 2016, you have spoken to one of the representatives from our Compliance team and provided payee’s Date and Place of Birth; · June 3, 2016, you contacted Western Union to check the status of the refund; · June 9, 2016, the refund was authorized; · July 27, 2016, the refund was processed. After the investigation was completed, we identified areas of opportunity and the appropriate coaching will be provided to the representatives who handled your refund request as the delay was caused by the mishandling on the representatives’ part. The refund information will be sent to you under separate cover. Please accept our sincere apologies for the delay of your refund and any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Per our telephone conversation today, we have sent a copy of the Forgery Affidavit that we discussed to your email address. Please complete the form, have it notarized and return to me.Once we have received it we will present it to the Bank of First Deposit and they will provide us with a determination regarding your forgery claim. Please be advised that this process may take up to 120 days. Western Union cannot expedite the process time with the Bank of First Deposit.Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that 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.In addition, we have reviewed that decision and confirmed that it was made following the correct procedures.We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # [redacted]. You may also email us at[redacted]Sincerely,The Executive Resolutions Department