Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
I need to obtain additional information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you, please email me at [redacted]@westernunion.com with the Money Transfer control Numbers in questions so that I may assist you with resolving your concern.
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 /[redacted]/
I have been contacted by the company representative today, and sent back the information they requested and more.
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our records indicate that your refund check was sent on May 28, 2015 via FedEx overnight, and was confirmed delivered to you on May 29, 2015.
Western Union considers this case closed.
Kind Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is a boilerplate response. I have transferred cash to my son in [redacted] over 40 times in the last 4 months I had to go through several representatives. Finally, I got the supervisor and said she would fill out whatever was going on I paid cash and got charged $12.50 and given a tracker ID to go back 10 miles to [redacted]. Western Union will be presented to the [redacted] Attorney General and I have contacted the Executive Assistant of Mr. [redacted] I spent 4-5 hours of my dealing with Western Union. I am a [redacted] and don't have time for these horrible business practices and decisions. Respectfully submitted, [redacted] 713-430-6895 i will accept $350 for pas
Sincerely,
[redacted]
Dear Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union has a process in place that prevents payments from being delayed due to small spelling mistakes as long as the gender of the receiver is not altered and the difference in the name/last-name is a spelling correction, not a change of the name/last name. i.e [redacted]. The store will also take into consideration if the receiver knows the details of the transfer, such as: sender's name, originating country, amount expected, MTCN and in this case, the test question which the receiver knew. The customer identified herself with a valid type of identification.To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. We would suggest you to file a police report to pursue an investigation. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), 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 Records12500 E. Belford Avenue, M21A2Englewood, CO 80112The team that handled the investigation sent the resolution of your case to the address that is on file. On March 10, 2016 you were requested to fill out the Change of Address (COA) form to update the address via e-mail and send the resolution to the correct address, however the form was not received.As previously mentioned, 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. We have reviewed all the call recordings and the proper coaching is being provided 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
Complaint: [redacted]
I am rejecting this response because: I have given them Explicit info thats not good enough, I dont Know If I will fill out more Forms To Send infoI dont have and Spend 30. to research Nothing I may have to take this to next Level.
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western Union Executive Resolutions Department
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.We have received a research request for you on 9/13/2016 and it was processed on 9/30/2016. You were asked to submit the required $30.00 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 request. Phone 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 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
Initial Business Response /* (1000, 4, 2015/08/11) */
Dear [redacted],
Western Union is responding to your August 8, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that we issued a refund check to you on August 7, 2015 please allow 7 to 10 business days for delivery via USPS. Please refer to the Terms & Conditions regarding refunds and allowing for 30 days from the time of your request and the limitations and liability where Western Union is not liable for any damages. Our Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com.
Kind Regards,
[redacted]
Revdex.com:
Thank you for your efforts. This case has now been resolved. Thanks again, [redacted] Complaint #[redacted] has been resolved
Sincerely,
[redacted]
Dear Ms. [redacted]:We are writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you stated that you initiated a Western Union money transfer to make your car payment. When the payment was processed, the amount was deducted twice, which caused overdraft...
fees against your bank account.As documented in our separate communication correspondences with you, we asked that you please provide us with a copy of your bank statement reflecting the duplicate money transfer deductions, as well as the bank overdraft charges. If we determine that Western Union is responsible for the error, we are happy to correct the mistake.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 handled. Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable.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.If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # .You may [redacted] also email us at [redacted].Sincerely,The Western Union Executive Resolutions Team
Dear [redacted]This is in response to the Better Business Rebuttal. When a customer sends a money transfer using our Telephone Money Transfer service or WebMT service, we do not “charge” the debit or credit card unless the order is successful. We simply “authorize” the card for the amount of the order. If the transfer is not approved, or is cancelled by the sender, the charges are not applied. As previously explained since Western Union did not have the funds for the transaction, an Authorization Hold Removal letter was sent to the issuing Bank requesting them to release the hold. Depending on the bank’s procedures it may take several business days for them to release the hold they placed on your account. If you use a debit card, the funds may leave your account balance, but will return once the authorization expires. The card issuing bank sets the expiration time.After listening to the call recordings we did not find any lapse in the customer service provided. We do apologize that they were not able to provide you with the exact time of when funds would be released back to your account, in this particular case it depended on your Bank’s procedures. We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. We regret any inconvenience this matter may have caused. Sincerely,Executive Resolutions DepartmentWestern Union
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. It is always recommended to fill out the Money Orders as soon as they are purchased. Losing blank Money...
Orders is equivalent to losing cash. The paperwork that you submitted advises that you will need to allow 30 days for processing.We have sent you a separate e-mail with the copies of the cashed items. You may consider reporting the incident to the police.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 handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided 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],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. As discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to...
be refunded and the "Refund Request Form" was never received. Since the form is required to proceed with the investigation, on June 28, 2017 we sent you the forms via a separate email and on June 29, 2017 we received the completed documentation. We have forwarded the documentation to the Money Order Department for processing.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 industryWestern Union considered 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 [email protected], The Western Union Executive Resolutions Team.
Initial Business Response /* (1000, 4, 2015/11/03) */
Dear [redacted],
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets...
Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date, we have not received a call to withdraw this refund.
I have made over 15 phone calls and have sent over 11 emails to get this resolved. While I understand we companies must follow regulations, I do not agree with the fact that it has taken over 2 months to process this refund. I am an elder person, out of work, relying with very little income to support myself.
According to their policy, there is a 10 days refund policy which they did not comply with. This is an unreliable company that should not be in business
Final Business Response /* (4000, 8, 2015/12/04) */
Dear [redacted],
Our decision on this matter has not changed.
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing. The refund time frame is contingent on when we receive requested documentation for the OFAC regulations.
Western Union considers this case closed.
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 December 10, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or...
services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [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. Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach...
resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update.Thank you for your patience. Best Regards,Lisa D B[redacted]Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112
Dear [redacted].Western Union is responding to your rebuttal to the Revdex.com.Please be advised that the case under Money Transfer Control Number XXX-XXX-7224 was reviewed and the transaction is considered as paid properly. We have sent a copy of the Paid Correct Letter which was mailed to you via USPS under separate cover for privacy and security purposes.Western Union considers this case closed.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]
Complaint: [redacted]
I am rejecting this response because:my complaint was obviously not read. If the money transfer had to go theough a verification then customer service should have simply told me that. But instead I was forced to call customer service repeatedly and talked to approximately 20 people. I was then lied to and told to bring my id to the original western union I sent the order from and it would be fine. I drove all the way there and was then told it was being cancelled with no reason and told to drive 25minutes away for a refund. I drove there and that western union did not have enough to refund me. I was refunded a partial amount with a money order and partial with cash, both totaling an incorrect amount. I then had to go to a bank to deposit the funds. Inexscusable customer service and I don't want points, I will never use anything related to weatern union. Not even the executive office can give a proper reason or apology.
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 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 were refunded for this transaction on 8/31/2016.Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting [redacted].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.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Resolution Team
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
I need to obtain additional information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you, please email me at [redacted]@westernunion.com with the Money Transfer control Numbers in questions so that I may assist you with resolving your concern.
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 /[redacted]/
I have been contacted by the company representative today, and sent back the information they requested and more.
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our records indicate that your refund check was sent on May 28, 2015 via FedEx overnight, and was confirmed delivered to you on May 29, 2015.
Western Union considers this case closed.
Kind Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is a boilerplate response. I have transferred cash to my son in [redacted] over 40 times in the last 4 months I had to go through several representatives. Finally, I got the supervisor and said she would fill out whatever was going on I paid cash and got charged $12.50 and given a tracker ID to go back 10 miles to [redacted]. Western Union will be presented to the [redacted] Attorney General and I have contacted the Executive Assistant of Mr. [redacted] I spent 4-5 hours of my dealing with Western Union. I am a [redacted] and don't have time for these horrible business practices and decisions. Respectfully submitted, [redacted] 713-430-6895 i will accept $350 for pas
Sincerely,
[redacted]
Dear Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union has a process in place that prevents payments from being delayed due to small spelling mistakes as long as the gender of the receiver is not altered and the difference in the name/last-name is a spelling correction, not a change of the name/last name. i.e [redacted]. The store will also take into consideration if the receiver knows the details of the transfer, such as: sender's name, originating country, amount expected, MTCN and in this case, the test question which the receiver knew. The customer identified herself with a valid type of identification.To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. We would suggest you to file a police report to pursue an investigation. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), 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 Records12500 E. Belford Avenue, M21A2Englewood, CO 80112The team that handled the investigation sent the resolution of your case to the address that is on file. On March 10, 2016 you were requested to fill out the Change of Address (COA) form to update the address via e-mail and send the resolution to the correct address, however the form was not received.As previously mentioned, 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. We have reviewed all the call recordings and the proper coaching is being provided 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
Complaint: [redacted]
I am rejecting this response because: I have given them Explicit info thats not good enough, I dont Know If I will fill out more Forms To Send infoI dont have and Spend 30. to research Nothing I may have to take this to next Level.
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western Union Executive Resolutions Department
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.We have received a research request for you on 9/13/2016 and it was processed on 9/30/2016. You were asked to submit the required $30.00 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 request. Phone 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 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
Initial Business Response /* (1000, 4, 2015/08/11) */
Dear [redacted],
Western Union is responding to your August 8, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that we issued a refund check to you on August 7, 2015 please allow 7 to 10 business days for delivery via USPS. Please refer to the Terms & Conditions regarding refunds and allowing for 30 days from the time of your request and the limitations and liability where Western Union is not liable for any damages. Our Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com.
Kind Regards,
[redacted]
Revdex.com:
Thank you for your efforts. This case has now been resolved. Thanks again, [redacted] Complaint #[redacted] has been resolved
Sincerely,
[redacted]
Dear Ms. [redacted]:We are writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you stated that you initiated a Western Union money transfer to make your car payment. When the payment was processed, the amount was deducted twice, which caused overdraft...
fees against your bank account.As documented in our separate communication correspondences with you, we asked that you please provide us with a copy of your bank statement reflecting the duplicate money transfer deductions, as well as the bank overdraft charges. If we determine that Western Union is responsible for the error, we are happy to correct the mistake.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 handled. Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable.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.If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference # .You may [redacted] also email us at [redacted].Sincerely,The Western Union Executive Resolutions Team
Dear [redacted]This is in response to the Better Business Rebuttal. When a customer sends a money transfer using our Telephone Money Transfer service or WebMT service, we do not “charge” the debit or credit card unless the order is successful. We simply “authorize” the card for the amount of the order. If the transfer is not approved, or is cancelled by the sender, the charges are not applied. As previously explained since Western Union did not have the funds for the transaction, an Authorization Hold Removal letter was sent to the issuing Bank requesting them to release the hold. Depending on the bank’s procedures it may take several business days for them to release the hold they placed on your account. If you use a debit card, the funds may leave your account balance, but will return once the authorization expires. The card issuing bank sets the expiration time.After listening to the call recordings we did not find any lapse in the customer service provided. We do apologize that they were not able to provide you with the exact time of when funds would be released back to your account, in this particular case it depended on your Bank’s procedures. We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. We regret any inconvenience this matter may have caused. Sincerely,Executive Resolutions DepartmentWestern Union
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. It is always recommended to fill out the Money Orders as soon as they are purchased. Losing blank Money...
Orders is equivalent to losing cash. The paperwork that you submitted advises that you will need to allow 30 days for processing.We have sent you a separate e-mail with the copies of the cashed items. You may consider reporting the incident to the police.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 handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided 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],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. As discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to...
be refunded and the "Refund Request Form" was never received. Since the form is required to proceed with the investigation, on June 28, 2017 we sent you the forms via a separate email and on June 29, 2017 we received the completed documentation. We have forwarded the documentation to the Money Order Department for processing.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 industryWestern Union considered 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 [email protected], The Western Union Executive Resolutions Team.
Initial Business Response /* (1000, 4, 2015/11/03) */
Dear [redacted],
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets...
Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date, we have not received a call to withdraw this refund.
I have made over 15 phone calls and have sent over 11 emails to get this resolved. While I understand we companies must follow regulations, I do not agree with the fact that it has taken over 2 months to process this refund. I am an elder person, out of work, relying with very little income to support myself.
According to their policy, there is a 10 days refund policy which they did not comply with. This is an unreliable company that should not be in business
Final Business Response /* (4000, 8, 2015/12/04) */
Dear [redacted],
Our decision on this matter has not changed.
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing. The refund time frame is contingent on when we receive requested documentation for the OFAC regulations.
Western Union considers this case closed.
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]
Dear [redacted],
Western Union is responding to your December 10, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or...
services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [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. Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach...
resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update.Thank you for your patience. Best Regards,Lisa D B[redacted]Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112
Dear [redacted].Western Union is responding to your rebuttal to the Revdex.com.Please be advised that the case under Money Transfer Control Number XXX-XXX-7224 was reviewed and the transaction is considered as paid properly. We have sent a copy of the Paid Correct Letter which was mailed to you via USPS under separate cover for privacy and security purposes.Western Union considers this case closed.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]
Complaint: [redacted]
I am rejecting this response because:my complaint was obviously not read. If the money transfer had to go theough a verification then customer service should have simply told me that. But instead I was forced to call customer service repeatedly and talked to approximately 20 people. I was then lied to and told to bring my id to the original western union I sent the order from and it would be fine. I drove all the way there and was then told it was being cancelled with no reason and told to drive 25minutes away for a refund. I drove there and that western union did not have enough to refund me. I was refunded a partial amount with a money order and partial with cash, both totaling an incorrect amount. I then had to go to a bank to deposit the funds. Inexscusable customer service and I don't want points, I will never use anything related to weatern union. Not even the executive office can give a proper reason or apology.
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 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 were refunded for this transaction on 8/31/2016.Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting [redacted].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.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Resolution Team