Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated your concerns. Our records indicate that on September 20, 2017, you sent one transaction from the United States totaling 150.00 USD to a consumer located in United States....
Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed a proper investigation into your complaint and it was concluded that the transaction was not paid out correctly according to Western Union’s terms and conditions. As a result of the aforementioned, Western Union processed a refund for principal and charges. Refund information has been provided by telephone along with the instructions on how to collect the funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/25) */
Dear [redacted],
Western Union is responding to your August 21, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-[redacted] was paid correctly to your intended recipient on May 11,...
2015. We were unable to locate any additional transactions sent by you during the timeframe you specify in your complaint.
To address your concerns regarding transactions sent by [redacted] 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.
To address your request for compensation please see below:
All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union's terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union's terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union's Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.
Further information regarding our Terms and Conditions may also be accessed by visiting westernunion.com.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/04/23) */
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.
Our mail room is unable to locate a record of receiving a letter from you. Please provide us with the tracking number so that we may further research and locate the records you mailed.
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]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the proof it was receivec
Final Consumer Response /* (4200, 11, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already forwarded the information to the Revdex.com on may 11,2015 to [redacted]
Final Business Response /* (4000, 13, 2015/05/28) */
Dear [redacted],
Our records show we received the required documentation, to process a refund to you on April 13, 2015. Your refund was processed and a check was mailed to you, it was cashed by you on April 27th, 2015. A copy of your cashed check has been provided to you for your records, under separate cover for security purposes.
Please note the 30 day processing timeframe associated with Money Order refund requests, printed on the back of the Money Order stub, for future reference.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 22, 2015 complaint to the [redacted].
Our records indicate a refund was issued on June 21, 2015 under Money Transfer Control Number XXX-XXX-8947 sent to you under...
separate cover for privacy and security purposes. This is available for pick up at any [redacted] Agent location in California. Please provide this number and a valid government issued ID at time of pay out.
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 Consumer Rebuttal /* (3000, 6, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when I was calling[redacted] I explained that I was travelling abroad, therefore, I have asked to refund me on my account. I am outside of the US and have no access to that money as[redacted] made the transaction available to be picked up in California.
I suggest the following - I return to the US on August 4th and I will try to withdraw my money as soon as possible.[redacted] needs to make sure that the transaction is still available till August 4th. then I will accept the answer and agree that the case could be closed.
I hope we are all in agreement.
thanks
sincerely,
[redacted]
Final Business Response /* (4000, 8, 2015/07/13) */[redacted] is responding to your July 2, 2015 rebuttal to the [redacted].
Our position in this matter has not changed.
Our records indicate a refund was issued on June 21, 2015 under Money Transfer Control Number XXX-XXX-XXXX. This is available for pick up at any [redacted] Agent location in California. Please provide this number and a valid government issued ID at time of pay out.
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]
Final Consumer Response /* (4200, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as of now. when I was talking with[redacted] representatives on the phone, I clearly explained them that I was out of the country and needed the refund back to my account. currently, I have no access to that money, which surprises me a lot why the transaction was not made available worldwide or at least in the country where I am in at this time. therefore, the problem is not resolved until I have my money[redacted] owes me in my hands.[redacted] needs to hold that transaction valid till August 8th, when I am back to the US, only after I get money in the US, I will be able to accept the answer and consider the case as resolved.
P.S. I have pdf copies of the conversations with the online help where they were clearly informed that I was not in the US.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the...
public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service. A separate e-mail was sent to you directly with instructions on the steps that will need to be followed if you want Western Union to re-evaluate the business decision.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Please know that we are actively working on your case; however, despite our best efforts, we have not been able to reach a resolution yet. We will continue to follow up until a final resolution can be...
provided to you. We regret any inconvenience that this has caused. Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/09/15) */
Dear [redacted],
Western Union is responding to your August 27, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-8651 was paid to your intended receiver on September 10,...
2015.
Western Union is required by law to screen all transactions for names identified on international government sanction watch lists. When our systems identify a transaction that may have been sent by or destined for someone whose name appears on one of the lists, Western Union is required to hold the funds until it is confirmed that the customer is not the same individual as the one on the list.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.We need to obtain information from you and have sent a request for a copy of the letter you are referring to in your complaint. To determine how to proceed, we need to communicate with you to obtain...
additional information. Please email me at [email protected] so that I may assist you with resolving your concern.Kind Regards,[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.In order for us to assist you further, we will need you to provide us with the Money Order number you are referring to in your complaint.We sincerely apologize for any inconvenience you have experienced with the specified Western Union money order 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 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 fully refunded you and sent a check to your registered address via overnight delivery which should arrive no later than Thursday,...
February 23, 2017.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 10, 2015/12/30) */
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 December 19, 2015. This...
complaint was also received by our CEO, [redacted] on Sunday December 27, 2015 and it was resolved to your satisfaction on December 28, 2015.
We have explained to you that Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.
We also referenced part of what is mentioned in the terms and conditions regarding the availability of funds being subject to regulatory issues, see below:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
You were able to provide the scanned copy of your receiver's identification and the Compliance department was able to proceed with the full refund. You successfully collected your money back on December 28, 2015. The correct compliance regulations were followed. You have been instructed to provide your full receiver's name the next time you send funds to avoid similar scenarios from happening. As a one-time courtesy we awarded your MYWU account with enough points to cover the fees on your next two transactions. All this information was provided to you separately via e-mail.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 12, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded.
Please note: It is a shame that I had to send a letter of complain to Western Union's CEO in order to resolve this matter. This company has very poorly trained costumer service personnel who don't listen to the customer. It took someone from Headquarters to resolve the issue. Their compliance department treated me as if I was a terrorist or drug dealer sending money. They (The Compliance Department) hung up the phone on me after keeping me waiting for 25 minutes. My brother, who was supposed to receive the money was also treated the same way at the Western Union location. He desperately needed the money to eat. He went hungry that night because of this company's unfounded suspicions.
I would be "afraid" to use this company again and I swear I will never do business with this company ever again.
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Your concern has been reviewed. The paperwork that was received by the Money Order team was incomplete. The forms and instructions...
were sent back on June 27, 2016. The mandatory statements were not input. We have re-sent the forms via regular mail. Please allow 7-10 days for the mailing time. Please make sure that all the mandatory fields are completed before re-submitting the forms. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], Western Union is writing in response to the complaint we received from you dated 1/11/2018 which was addressed to our corporate headquarters. In your complaint, you indicate that you have forwarded the required documentation to Western Union multiple times; however, you...
have not received a copy of your transaction history report. Western Union has investigated this matter. Our records indicate that you contacted the Executive Resolutions Team on December 30, 2017 and January 15, 2018; however, none of the emails included the documentation required to proceed with your request. We contacted you on January 16th, 19th, and 21st to obtain copies of the documentation; however, they have not been provided to us. We assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your case. Western Union considers this case closed; however, we will reopen it upon receipt of the aforementioned documentation. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team Sincerely,Lisa B[redacted]Executive Resolution Team303-694-2131
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. Our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union....
As mentioned on the response that was sent by a Western Union representative, we would suggest you to work with your bank to remove the hold on the rest of the authorizations.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding a money transfer sent on August 1, 2016.Western Union has completed our investigation and the money transfer was paid correctly, according to Western Union’s terms and conditions as outlined on...
the back of the To Send Money form. Our records show the money transfer was paid to the designated recipient who provided the required information and presented identification.Western Union is committed to protecting the interests of our customers, Western Union takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed.If you believe you are the victim of fraud, you should contact local law enforcement, and file a police 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. If you should have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####.Sincerely,Western Union Executive Resolution Team
Initial Business Response /* (1000, 5, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 11, 2015 complaint to the [redacted].
[redacted] 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 will not be provided as you declined the direct debit withdrawal from your bank account. The rejection was received from your bank on June 8, 2015 as unauthorized. Since this transaction was originally authorized by you, this is a violation of the terms of use.
As a result of the decline, you now owe Custom House 4,022.00 USD for this transaction.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from [redacted] asked me to give her the money transfer control no to her. I never received anything like this from [redacted] but I forwarded her the receipt that I received from [redacted] when they took out $4022 from my bank to transfer to my beneficiaries bank. She said she needed this number to investigate my case. She againa sked me for it so I asked her "what is this money transfer control no". She never replied to this email and now I see this response to [redacted].
It is my money that I gave to them to transfer and when they failed their service I asked them to refund it. And now, this [redacted] is saying that I owe them money to [redacted]
I have a feeling that this person has no idea about the case and this underscores the fact that [redacted] has incompetent employees who have no clue what they are doing. This business is not to be trusted.
I would like to stop dealing with this type of entity right now and don't care for the refund from them anymore.
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated your concerns. Our records indicate that on September 20, 2017, you sent one transaction from the United States totaling 150.00 USD to a consumer located in United States....
Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed a proper investigation into your complaint and it was concluded that the transaction was not paid out correctly according to Western Union’s terms and conditions. As a result of the aforementioned, Western Union processed a refund for principal and charges. Refund information has been provided by telephone along with the instructions on how to collect the funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/25) */
Dear [redacted],
Western Union is responding to your August 21, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-[redacted] was paid correctly to your intended recipient on May 11,...
2015. We were unable to locate any additional transactions sent by you during the timeframe you specify in your complaint.
To address your concerns regarding transactions sent by [redacted] 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.
To address your request for compensation please see below:
All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union's terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union's terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union's Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.
Further information regarding our Terms and Conditions may also be accessed by visiting westernunion.com.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/04/23) */
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.
Our mail room is unable to locate a record of receiving a letter from you. Please provide us with the tracking number so that we may further research and locate the records you mailed.
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]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the proof it was receivec
Final Consumer Response /* (4200, 11, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already forwarded the information to the Revdex.com on may 11,2015 to [redacted]
Final Business Response /* (4000, 13, 2015/05/28) */
Dear [redacted],
Our records show we received the required documentation, to process a refund to you on April 13, 2015. Your refund was processed and a check was mailed to you, it was cashed by you on April 27th, 2015. A copy of your cashed check has been provided to you for your records, under separate cover for security purposes.
Please note the 30 day processing timeframe associated with Money Order refund requests, printed on the back of the Money Order stub, for future reference.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 22, 2015 complaint to the [redacted].
Our records indicate a refund was issued on June 21, 2015 under Money Transfer Control Number XXX-XXX-8947 sent to you under...
separate cover for privacy and security purposes. This is available for pick up at any [redacted] Agent location in California. Please provide this number and a valid government issued ID at time of pay out.
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 Consumer Rebuttal /* (3000, 6, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when I was calling[redacted] I explained that I was travelling abroad, therefore, I have asked to refund me on my account. I am outside of the US and have no access to that money as[redacted] made the transaction available to be picked up in California.
I suggest the following - I return to the US on August 4th and I will try to withdraw my money as soon as possible.[redacted] needs to make sure that the transaction is still available till August 4th. then I will accept the answer and agree that the case could be closed.
I hope we are all in agreement.
thanks
sincerely,
[redacted]
Final Business Response /* (4000, 8, 2015/07/13) */[redacted] is responding to your July 2, 2015 rebuttal to the [redacted].
Our position in this matter has not changed.
Our records indicate a refund was issued on June 21, 2015 under Money Transfer Control Number XXX-XXX-XXXX. This is available for pick up at any [redacted] Agent location in California. Please provide this number and a valid government issued ID at time of pay out.
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]
Final Consumer Response /* (4200, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response as of now. when I was talking with[redacted] representatives on the phone, I clearly explained them that I was out of the country and needed the refund back to my account. currently, I have no access to that money, which surprises me a lot why the transaction was not made available worldwide or at least in the country where I am in at this time. therefore, the problem is not resolved until I have my money[redacted] owes me in my hands.[redacted] needs to hold that transaction valid till August 8th, when I am back to the US, only after I get money in the US, I will be able to accept the answer and consider the case as resolved.
P.S. I have pdf copies of the conversations with the online help where they were clearly informed that I was not in the US.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the...
public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service. A separate e-mail was sent to you directly with instructions on the steps that will need to be followed if you want Western Union to re-evaluate the business decision.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Please know that we are actively working on your case; however, despite our best efforts, we have not been able to reach a resolution yet. We will continue to follow up until a final resolution can be...
provided to you. We regret any inconvenience that this has caused. Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/09/15) */
Dear [redacted],
Western Union is responding to your August 27, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-8651 was paid to your intended receiver on September 10,...
2015.
Western Union is required by law to screen all transactions for names identified on international government sanction watch lists. When our systems identify a transaction that may have been sent by or destined for someone whose name appears on one of the lists, Western Union is required to hold the funds until it is confirmed that the customer is not the same individual as the one on the list.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.We need to obtain information from you and have sent a request for a copy of the letter you are referring to in your complaint. To determine how to proceed, we need to communicate with you to obtain...
additional information. Please email me at [email protected] so that I may assist you with resolving your concern.Kind Regards,[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.In order for us to assist you further, we will need you to provide us with the Money Order number you are referring to in your complaint.We sincerely apologize for any inconvenience you have experienced with the specified Western Union money order 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 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 fully refunded you and sent a check to your registered address via overnight delivery which should arrive no later than Thursday,...
February 23, 2017.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 10, 2015/12/30) */
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 December 19, 2015. This...
complaint was also received by our CEO, [redacted] on Sunday December 27, 2015 and it was resolved to your satisfaction on December 28, 2015.
We have explained to you that Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.
We also referenced part of what is mentioned in the terms and conditions regarding the availability of funds being subject to regulatory issues, see below:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
You were able to provide the scanned copy of your receiver's identification and the Compliance department was able to proceed with the full refund. You successfully collected your money back on December 28, 2015. The correct compliance regulations were followed. You have been instructed to provide your full receiver's name the next time you send funds to avoid similar scenarios from happening. As a one-time courtesy we awarded your MYWU account with enough points to cover the fees on your next two transactions. All this information was provided to you separately via e-mail.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 12, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded.
Please note: It is a shame that I had to send a letter of complain to Western Union's CEO in order to resolve this matter. This company has very poorly trained costumer service personnel who don't listen to the customer. It took someone from Headquarters to resolve the issue. Their compliance department treated me as if I was a terrorist or drug dealer sending money. They (The Compliance Department) hung up the phone on me after keeping me waiting for 25 minutes. My brother, who was supposed to receive the money was also treated the same way at the Western Union location. He desperately needed the money to eat. He went hungry that night because of this company's unfounded suspicions.
I would be "afraid" to use this company again and I swear I will never do business with this company ever again.
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Your concern has been reviewed. The paperwork that was received by the Money Order team was incomplete. The forms and instructions...
were sent back on June 27, 2016. The mandatory statements were not input. We have re-sent the forms via regular mail. Please allow 7-10 days for the mailing time. Please make sure that all the mandatory fields are completed before re-submitting the forms. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], Western Union is writing in response to the complaint we received from you dated 1/11/2018 which was addressed to our corporate headquarters. In your complaint, you indicate that you have forwarded the required documentation to Western Union multiple times; however, you...
have not received a copy of your transaction history report. Western Union has investigated this matter. Our records indicate that you contacted the Executive Resolutions Team on December 30, 2017 and January 15, 2018; however, none of the emails included the documentation required to proceed with your request. We contacted you on January 16th, 19th, and 21st to obtain copies of the documentation; however, they have not been provided to us. We assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your case. Western Union considers this case closed; however, we will reopen it upon receipt of the aforementioned documentation. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team Sincerely,Lisa B[redacted]Executive Resolution Team303-694-2131
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. Our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union....
As mentioned on the response that was sent by a Western Union representative, we would suggest you to work with your bank to remove the hold on the rest of the authorizations.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding a money transfer sent on August 1, 2016.Western Union has completed our investigation and the money transfer was paid correctly, according to Western Union’s terms and conditions as outlined on...
the back of the To Send Money form. Our records show the money transfer was paid to the designated recipient who provided the required information and presented identification.Western Union is committed to protecting the interests of our customers, Western Union takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed.If you believe you are the victim of fraud, you should contact local law enforcement, and file a police 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. If you should have any additional questions or concerns, please contact our Corporate Headquarters at ###-###-####.Sincerely,Western Union Executive Resolution Team
Initial Business Response /* (1000, 5, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 11, 2015 complaint to the [redacted].
[redacted] 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 will not be provided as you declined the direct debit withdrawal from your bank account. The rejection was received from your bank on June 8, 2015 as unauthorized. Since this transaction was originally authorized by you, this is a violation of the terms of use.
As a result of the decline, you now owe Custom House 4,022.00 USD for this transaction.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from [redacted] asked me to give her the money transfer control no to her. I never received anything like this from [redacted] but I forwarded her the receipt that I received from [redacted] when they took out $4022 from my bank to transfer to my beneficiaries bank. She said she needed this number to investigate my case. She againa sked me for it so I asked her "what is this money transfer control no". She never replied to this email and now I see this response to [redacted].
It is my money that I gave to them to transfer and when they failed their service I asked them to refund it. And now, this [redacted] is saying that I owe them money to [redacted]
I have a feeling that this person has no idea about the case and this underscores the fact that [redacted] has incompetent employees who have no clue what they are doing. This business is not to be trusted.
I would like to stop dealing with this type of entity right now and don't care for the refund from them anymore.