Dear Mr [redacted] , This is in response to the rebuttal you filed with the Revdex.com regarding a refund from a money transferWestern Union has processed your refund and responded to you under separate coverWe regret any confusion and concern that this matter has caused, and appreciate your patience during its resolutionSincerely, Western Union Executive Resolution 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/in the amount of $87.50, and it was mailed to your address on fileThe Check was cashed on 10/24/A processing fee was not deducted from your original Money Order Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your online profile and confirmed with our WU Digital Fraud Support team that your profile is activeWestern Union is not declining the serviceAlthough we understand that you have been using our online services regularly, we were unable to find any issues from our sideWe would suggest you to verify the secure code with your bank to confirm that you are using the correct numberIf you continue to have issues with the Web site, please provide the screenshots of the error messages with the time and date the session took place and we will review with the corresponding groupYou may send your e-mail to [redacted] @westernunion.com.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease 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 causedSincerely, Executive Resolutions Group
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I spoke with agent #***, [redacted] and # [redacted] through the ###-###-#### that was unable to locate my money order number or my current mailing addressOn today at 10:am I requested a supervisor/manager callback within the hour, it's 5:08pm and to date NO one has callbackI have left several messages for someone named [redacted] at ###-###-#### but he does not or will not return a callThis process is very frustratingThe only two numbers I have to contact Western Union are not good numbers I completely understand there is a process in everything but I feel as though I have been violated not once but twice I will never ever purchase another money order that associates with Western Union Due to all the issues because I was told on several occasions that my refund was in the mail, I would like for the refund to be sent overnight mail to me
Initial Business Response / [redacted] */ Dear [redacted] , Western Union is writing in response to the complaint you filed with the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly We have conducted an investigation per your request, and have determined that the transfer you initiated on April 16, in the amount of $Money Transfer Control Number XXX-XXX-7403, was sent to the biller you requested in the To Send Money FormWe have included a copy of the To Send Money Form, sent under separate cover for security purposes, for your recordsWe cannot grant your request for a refund of the fee, as Western Union did not provide faulty service We have requested a reroute on your behalf to be sent to Ally Finance, Roadmaster, OH account number XXXXXXXX We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Although, having read the response, it seems that the business in question is running the complaint-show, as well as, the Revdex.com and I am not allowed to reject their response.I was under the impression that the Revdex.com had more teethI was apparently mistaken.So, seeing as how I really do not have any available options, everyone else can just roll the dice and take whatever action comes up Sincerely, [redacted]
Dear [redacted] ***, Western Union is responding to your rebuttal to the Revdex.comPer your email correspondence on January 5, you have confirmed that your issue has been resolved and you have received your refundIf that is not the case we will need you to submit a copy of your bank statement dated December 16, to the presentKind Regards, [redacted] Tell us why here
Dear [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.We have received a research request for you on 9/13/and it was processed on 9/30/You were asked to submit the required $processing fee as the Money Order was already cashed on 9/14/2016.Once we recieve the fee we will be happy to fulfil your requestPhone records indicate that you would be provided a copy of the cashed Money Order once we receive the required documents and fees.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am content the transaction is resolved, but it is absurd to believe it took twenty six daysAnd it does not excuse the manner Western Union representatives spook to me on the phone, all I ask for was an explanationI will not use WU again, or recommend any one else to do so Sincerely, [redacted] ***
Dear Ms***, Western Union is responding to your complaint to the Revdex.comWestern Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quicklyOur investigation and the results are that transaction shows as paid correctlyOur policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transferWe do instruct and expect our Agent partners to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payoutIn addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number: [redacted] , all of which are details known only by the receiver of the money transfer Please bear in mind that Western Union does not base a claim on signatures and is not a decisive factorObvious errors and evident discrepancies will determine if the transfer was paid to the correct consumerIn our records we were able to obtain a copy of the ID and the signed receipt of the person who cashed your transfer, however this documentation is only available through a subpoena requestIf you feel that documents were used, it will require an official investigationLaw enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in the investigationRegretfully, Western Union is not authorized to initiate or conduct a criminal investigationsYou may secure a police request in reference to this money transferThe police can then contact us directly so we can provide them with the contact information of the department dedicated with police queriesPlease be assured that Western Union works closely with the authorities once an official investigation has taken placeLaw enforcement should follow the steps below for further assistance: Present the claim to your Local Police (law enforcement) If they require information or documentation related to this transfer they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc Attn: Custodian of Records [redacted] [redacted] We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry Kind Regards, [redacted]
Dear [redacted] ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernThe WU Pay department confirmed that the payment was not received therefore they are unable to proceed with a refundThe 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:Log in to your bank's web site to pay your billSelect 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® PayName: WU® PayAddress: P.OBox 635808Cincinnati, OH 45263-Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completedOnce we receive your payment using WU® Pay we'll send you an emailAt that time you can notify your receiver that funds are available for pickupYou will also receive an email notification when your receiver has picked up the moneyYour transfer will expire in 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 serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customersWe are in the process of reviewing the call recordingsThe 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 [redacted] : We are writing in response to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that you sent a Western Union money transfer as a payment to your receiving institutionYou stated that the funds did not reach the correct destination and you are requesting a full refundWe have investigated this matter and our records show that due to the Western Union Agent locations error, the wrong code city was entered on your May 8, money transfer in the amount of $registered under Money Transfer Control Number (MTCN) ending in ***We made the appropriate corrections and your May 23, refund in the amount of $was processed under a new Money Transfer Control Number (MTCN) ending in ***Our records show that you have since collected these fundsWe value your business and sincerely regret any inconvenience you experienced as a resultWe have generated a $Western Union Good Will Concession for the inconvenience we have caused youThis good will concession also covers the service fees of the original transactionThe information regarding these funds has been sent to you separatelySincerely, The Western Union Executive Resolution Team
Dear [redacted] , Western Union is responding to your complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers’ every time they use one of our products or services Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Western Union is in receipt of the complaint you filed with the Consumer Financial Protection BureauUpon further review, we have confirmed the complaint filed with both agencies are regarding the same issueWe will be responding to your issue through the Consumer Financial Protection Bureau portal We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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] , Western Union is responding to your rebuttal with the Revdex.com We have now completed our investigation and will address your concerns accordinglyDue to a system error, the refund requests were not processedUpon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts Our records show that the issue has been resolved and a full refund was processed on July 27, The funds were sent to the account that was used to fund the transfer We have reviewed your profile and we do not see any issues that would prevent you from sending the fundsFor further assistance with your online account you may contact our Webcare team at ###-###-#### We are truly sorry for any inconvenience this matter may have caused you 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 accordinglyUpon further investigating this matter, it was determined that Western Union did not receive the payment for the transaction from your banking institution due to your money transfer being cancelled on the same day when it was recorded In order for Western Union to further investigate your refund request, we are required to obtain your bank statement starting with the date the charge occurred until presentWe see that a bank statement has previously been requested, but is yet to be receivedThe copy of the bank statement may be sent to [redacted] In your reply, please include your Western Union Reference # [redacted] We apologize for any inconvenience this matter may have caused you Kind Regards, [redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union has completed its investigation into your complaint and we are very sorry for the inconvenienceOur records indicate that on August 15, 2016, a transaction was recorded under your name for the amount of $ 1,Please know that the Direct to Bank department confirmed that the reversal request was successful, and we have a refund available for you for the full amountThe details of the refund information have been provided to you via separate coverWe regret any inconvenience this matter may have causedIt 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 industrySincerely, Executive Resolutions Department Western Union
Dear Ms [redacted] , We are responding to the rebuttal you filed with the Revdex.com regarding Western Union reimbursing you for the cost of the money orders as well as the processing feesAs you mentioned in your original complaint, the money orders you purchased through Western Union were used to pay for balances on your credit cardsThese payments were not received at their intended destinations, and therefore, were not posted towards your accountsMoney orders are a paper document used for making paymentsThe cost you paid to Western Union ($per money order) is a small fee to use the serviceThis fee does not cover any additional expenses such as complying with a customer’s request for a refund or a photocopy of a money orderWestern Union’s additional fee for this service was establish to help us recover some of the cost associated to provide additional servicesWestern Union provided a refund on the money orders that had not been cashedYou also received a copy of the money order that had been cashedWestern Union is not liable for money orders that are lost, stolen, or have not been cashed by the intended receiverThese terms and conditional are written on each money orderWestern Union will not be providing a refund on the costs and additional processing feesWe are sorry for any confusion this matter may have causedSincerely, Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/08/11) */ Dear [redacted] , Western Union is responding to your August 8, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that we issued a refund check to you on August 7, please allow to business days for delivery via USPSPlease refer to the Terms & Conditions regarding refunds and allowing for days from the time of your request and the limitations and liability where Western Union is not liable for any damagesOur Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com Kind Regards, [redacted] ***
Dear [redacted] This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenienceOur records indicate that you completed two transactions, one on July 8, and the other one on July 15, Both of these transactions were for the same amount of $plus the $of the service fee, and they were both charged lateThese transactions were sent to different receivers, which confirms that they are not duplicate transactionsThis information is confirmed in the Bank statement that you provided that shows only two charges from Western Union, one on July 15th and the other one on July 29thWe also reviewed the Bank statement provided for the month of August and this shows no additional or unauthorized charges from Western Union.Please know that this issue was caused due to a service disruption experienced by our third party payment processor that caused a delay in charging your bank account for Money Transfers that were already collected by your receiversPlease know that this issue has been properly addressed.We regret any inconvenience this matter has causedIt 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,Western UnionExecutive Resolutions Department
Dear [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that you received your refund on December 22, 2016.To address your request for compensation:Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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 rebuttal you filed with the Revdex.com regarding a refund from a money transferWestern Union has processed your refund and responded to you under separate coverWe regret any confusion and concern that this matter has caused, and appreciate your patience during its resolutionSincerely, Western Union Executive Resolution 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/in the amount of $87.50, and it was mailed to your address on fileThe Check was cashed on 10/24/A processing fee was not deducted from your original Money Order Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group
Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your online profile and confirmed with our WU Digital Fraud Support team that your profile is activeWestern Union is not declining the serviceAlthough we understand that you have been using our online services regularly, we were unable to find any issues from our sideWe would suggest you to verify the secure code with your bank to confirm that you are using the correct numberIf you continue to have issues with the Web site, please provide the screenshots of the error messages with the time and date the session took place and we will review with the corresponding groupYou may send your e-mail to [redacted] @westernunion.com.Quality service to our consumers is our primary concern at Western Union Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease 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 causedSincerely, Executive Resolutions Group
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because I spoke with agent #***, [redacted] and # [redacted] through the ###-###-#### that was unable to locate my money order number or my current mailing addressOn today at 10:am I requested a supervisor/manager callback within the hour, it's 5:08pm and to date NO one has callbackI have left several messages for someone named [redacted] at ###-###-#### but he does not or will not return a callThis process is very frustratingThe only two numbers I have to contact Western Union are not good numbers I completely understand there is a process in everything but I feel as though I have been violated not once but twice I will never ever purchase another money order that associates with Western Union Due to all the issues because I was told on several occasions that my refund was in the mail, I would like for the refund to be sent overnight mail to me
Initial Business Response / [redacted] */ Dear [redacted] , Western Union is writing in response to the complaint you filed with the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly We have conducted an investigation per your request, and have determined that the transfer you initiated on April 16, in the amount of $Money Transfer Control Number XXX-XXX-7403, was sent to the biller you requested in the To Send Money FormWe have included a copy of the To Send Money Form, sent under separate cover for security purposes, for your recordsWe cannot grant your request for a refund of the fee, as Western Union did not provide faulty service We have requested a reroute on your behalf to be sent to Ally Finance, Roadmaster, OH account number XXXXXXXX We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Although, having read the response, it seems that the business in question is running the complaint-show, as well as, the Revdex.com and I am not allowed to reject their response.I was under the impression that the Revdex.com had more teethI was apparently mistaken.So, seeing as how I really do not have any available options, everyone else can just roll the dice and take whatever action comes up Sincerely, [redacted]
Dear [redacted] ***, Western Union is responding to your rebuttal to the Revdex.comPer your email correspondence on January 5, you have confirmed that your issue has been resolved and you have received your refundIf that is not the case we will need you to submit a copy of your bank statement dated December 16, to the presentKind Regards, [redacted] Tell us why here
Dear [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.We have received a research request for you on 9/13/and it was processed on 9/30/You were asked to submit the required $processing fee as the Money Order was already cashed on 9/14/2016.Once we recieve the fee we will be happy to fulfil your requestPhone records indicate that you would be provided a copy of the cashed Money Order once we receive the required documents and fees.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am content the transaction is resolved, but it is absurd to believe it took twenty six daysAnd it does not excuse the manner Western Union representatives spook to me on the phone, all I ask for was an explanationI will not use WU again, or recommend any one else to do so Sincerely, [redacted] ***
Dear Ms***, Western Union is responding to your complaint to the Revdex.comWestern Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quicklyOur investigation and the results are that transaction shows as paid correctlyOur policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transferWe do instruct and expect our Agent partners to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payoutIn addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number: [redacted] , all of which are details known only by the receiver of the money transfer Please bear in mind that Western Union does not base a claim on signatures and is not a decisive factorObvious errors and evident discrepancies will determine if the transfer was paid to the correct consumerIn our records we were able to obtain a copy of the ID and the signed receipt of the person who cashed your transfer, however this documentation is only available through a subpoena requestIf you feel that documents were used, it will require an official investigationLaw enforcement must visit the location where you sent the funds from, and they will be able to retrieve any supporting documents to assist in the investigationRegretfully, Western Union is not authorized to initiate or conduct a criminal investigationsYou may secure a police request in reference to this money transferThe police can then contact us directly so we can provide them with the contact information of the department dedicated with police queriesPlease be assured that Western Union works closely with the authorities once an official investigation has taken placeLaw enforcement should follow the steps below for further assistance: Present the claim to your Local Police (law enforcement) If they require information or documentation related to this transfer they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc Attn: Custodian of Records [redacted] [redacted] We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry Kind Regards, [redacted]
Dear [redacted] ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your concernThe WU Pay department confirmed that the payment was not received therefore they are unable to proceed with a refundThe 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:Log in to your bank's web site to pay your billSelect 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® PayName: WU® PayAddress: P.OBox 635808Cincinnati, OH 45263-Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completedOnce we receive your payment using WU® Pay we'll send you an emailAt that time you can notify your receiver that funds are available for pickupYou will also receive an email notification when your receiver has picked up the moneyYour transfer will expire in 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 serviceWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customersWe are in the process of reviewing the call recordingsThe 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 [redacted] : We are writing in response to your recent complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that you sent a Western Union money transfer as a payment to your receiving institutionYou stated that the funds did not reach the correct destination and you are requesting a full refundWe have investigated this matter and our records show that due to the Western Union Agent locations error, the wrong code city was entered on your May 8, money transfer in the amount of $registered under Money Transfer Control Number (MTCN) ending in ***We made the appropriate corrections and your May 23, refund in the amount of $was processed under a new Money Transfer Control Number (MTCN) ending in ***Our records show that you have since collected these fundsWe value your business and sincerely regret any inconvenience you experienced as a resultWe have generated a $Western Union Good Will Concession for the inconvenience we have caused youThis good will concession also covers the service fees of the original transactionThe information regarding these funds has been sent to you separatelySincerely, The Western Union Executive Resolution Team
Dear [redacted] , Western Union is responding to your complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers’ every time they use one of our products or services Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Western Union is in receipt of the complaint you filed with the Consumer Financial Protection BureauUpon further review, we have confirmed the complaint filed with both agencies are regarding the same issueWe will be responding to your issue through the Consumer Financial Protection Bureau portal We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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] , Western Union is responding to your rebuttal with the Revdex.com We have now completed our investigation and will address your concerns accordinglyDue to a system error, the refund requests were not processedUpon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts Our records show that the issue has been resolved and a full refund was processed on July 27, The funds were sent to the account that was used to fund the transfer We have reviewed your profile and we do not see any issues that would prevent you from sending the fundsFor further assistance with your online account you may contact our Webcare team at ###-###-#### We are truly sorry for any inconvenience this matter may have caused you 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 accordinglyUpon further investigating this matter, it was determined that Western Union did not receive the payment for the transaction from your banking institution due to your money transfer being cancelled on the same day when it was recorded In order for Western Union to further investigate your refund request, we are required to obtain your bank statement starting with the date the charge occurred until presentWe see that a bank statement has previously been requested, but is yet to be receivedThe copy of the bank statement may be sent to [redacted] In your reply, please include your Western Union Reference # [redacted] We apologize for any inconvenience this matter may have caused you Kind Regards, [redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWestern Union has completed its investigation into your complaint and we are very sorry for the inconvenienceOur records indicate that on August 15, 2016, a transaction was recorded under your name for the amount of $ 1,Please know that the Direct to Bank department confirmed that the reversal request was successful, and we have a refund available for you for the full amountThe details of the refund information have been provided to you via separate coverWe regret any inconvenience this matter may have causedIt 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 industrySincerely, Executive Resolutions Department Western Union
Dear Ms [redacted] , We are responding to the rebuttal you filed with the Revdex.com regarding Western Union reimbursing you for the cost of the money orders as well as the processing feesAs you mentioned in your original complaint, the money orders you purchased through Western Union were used to pay for balances on your credit cardsThese payments were not received at their intended destinations, and therefore, were not posted towards your accountsMoney orders are a paper document used for making paymentsThe cost you paid to Western Union ($per money order) is a small fee to use the serviceThis fee does not cover any additional expenses such as complying with a customer’s request for a refund or a photocopy of a money orderWestern Union’s additional fee for this service was establish to help us recover some of the cost associated to provide additional servicesWestern Union provided a refund on the money orders that had not been cashedYou also received a copy of the money order that had been cashedWestern Union is not liable for money orders that are lost, stolen, or have not been cashed by the intended receiverThese terms and conditional are written on each money orderWestern Union will not be providing a refund on the costs and additional processing feesWe are sorry for any confusion this matter may have causedSincerely, Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/08/11) */ Dear [redacted] , Western Union is responding to your August 8, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that we issued a refund check to you on August 7, please allow to business days for delivery via USPSPlease refer to the Terms & Conditions regarding refunds and allowing for days from the time of your request and the limitations and liability where Western Union is not liable for any damagesOur Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com Kind Regards, [redacted] ***
Dear [redacted] This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenienceOur records indicate that you completed two transactions, one on July 8, and the other one on July 15, Both of these transactions were for the same amount of $plus the $of the service fee, and they were both charged lateThese transactions were sent to different receivers, which confirms that they are not duplicate transactionsThis information is confirmed in the Bank statement that you provided that shows only two charges from Western Union, one on July 15th and the other one on July 29thWe also reviewed the Bank statement provided for the month of August and this shows no additional or unauthorized charges from Western Union.Please know that this issue was caused due to a service disruption experienced by our third party payment processor that caused a delay in charging your bank account for Money Transfers that were already collected by your receiversPlease know that this issue has been properly addressed.We regret any inconvenience this matter has causedIt 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,Western UnionExecutive Resolutions Department
Dear [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that you received your refund on December 22, 2016.To address your request for compensation:Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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