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 to assist you further could you please provide us with your most recent transaction attempt, as we are unable to find any record of a declined transaction attempt.Please also note that Gold cards were discontinued in 2015, notices were sent out to Western Union customers to educate them on the next steps. Please call the number on the back of your card for further assistance. 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
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]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have received your inquiry regarding the Western Union Money Order. After...
researching the payment trail of the Money Order, we have determined that the Money Order was presented to Western Union more than once and our records reflect the item was "paid clean" in banking terms at the first presentment.
Several presentments may occur when it is thought that the original item was not credited. On a later date, the payment processing bank may have represented an image IRD (image remote deposit) of the Money Order again. In this case, subsequent presentments are returned unpaid because the credit has already been given at the first presentment. We cannot pay on the same item more than once because the funds are only available one time.
We would suggest you advise the bank of the situation and ask them to investigate it, using a copy of the letter that was sent to you via separate e-mail on October 7, 2015, along with the enclosed photocopies to assist them in their investigation.
Copies of all presentments with the paid dates are reflected in the enclosures.
We hope this information has helped you with your concerns. If you have any other questions we can assist with please feel free to contact our Money Order support offices at toll free (XXX)-XXX-XXXX.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Bank has investigated the response...western union did not pay the $870 's....I have requested a copy of the exact location/bank that the money was sent to...I have attempted several times to get a official copy of the exact location and bank of the deposit since western union claims they paid it...as of 5 days I have yet to recover this information...western union shad yet to return any of my calls...I have filed complaint with the FDIC as well...I want my money!!!!!
Final Business Response /* (4000, 8, 2015/10/20) */
Dear Ms. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
Our records indicate that the "Source of Receipt" with the information that your bank is requesting was sent to you via mail at the address of record on October 15, 2015.
Western Union has provided you with sufficient details for your bank to investigate. It is our hope that your bank will be able to find the payment with the information that has been shared with you.
To reiterate our previous communication, Western Union cannot pay for the same item more than once because funds are only available one time.
We regret any inconvenience this matter has caused.
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. Our records indicate that Western Union could not complete your transaction because we could not verify the information you...
have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future. Please refer to Western Union’s Terms and Conditions atwww.wu.comfor more information.In addition, our records indicate that your transaction was refunded for the amount of $212.99. At this point, the funds should be reflected in your account.We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at[redacted]Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted]: We are responding to your December 8, 2016 complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that your November 14, 2016 money transfer in the amount of $846.03 was delivered to the incorrect financial institution. You stated that you have...
contacted us numerous times to have this matter resolved; however, you are still awaiting a refund of the money transfer transaction. We appreciate you bringing this matter to our attention. Our records indicate that we processed your November 14, 2016 money transfer transaction based on the information you provided through your online Western Union account. You later notified us that the funds were sent to the wrong financial institution, and you were requesting an immediate refund of the transaction. We have honored your request, and on December 6, 2016, we refunded the amount of $846.03 back to your bank/credit card account. Unfortunately, we are unable to refund the service charge of $44.00, as this was not a Western Union mistake. 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. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as the one described in your complaint. Please accept our apology for the inconvenience this matter has caused you. If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted].You may also email us [email protected]. Sincerely, The Western Union Executive Resolutions Team
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.We want to thank you for bringing this matter to our attention. For Western Union, customer experience is very important. We constantly review incidents like yours and...
follow up accordingly to ensure that the proper procedures are being followed, making the process of sending and receiving funds seamless.Please know that we are actively working on your case along with the corresponding departments; however, despite of our best efforts, we have not been able to reach a resolution yet. Your case has been escalated to a management level to expedite the resolution as much as possible. We will continue to follow up until a final resolution can provided to you.In the meantime, if you have any additional questions or require further assistance, please do not hesitate to contact us.Sincerely, The Western Union Executive Resolutions Team
Dear [redacted],Our position in this matter has not changed, we must reiterate:Our records indicate that this transaction was cancelled due to insufficient funds, no refund is due. You will need to contact your banking institution for assistance regarding additional charges.Western Union considers this case closed.Kind Regards,Executive Resolution Group
Initial Business Response /* (1000, 4, 2015/12/09) */
Dear [redacted],
Western Union is responding to your November 24, 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.
Please be advised we have processed a refund to you on December 9, 2015. Please allow 5 to 7 business days for your check to arrive via USPS.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is responding to your June 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.
Per our phone conversation on June 17, 2015, you were not able to provide me with a Money Transfer Control Number to validate your claim. You provided me with an alternate phone number and we have listened to the calls you have made into our customer service department. We have determined that the representatives you spoke with provided you with the level of service we expect from all Western Union employees and there were no extended hold periods. The customer service department was not able to locate a transaction for you, based on the information you provided to them.
Western Union considers this case as closed, but will reopen it, if you can provide us with a Money Transfer Control number, so that we may assist you further.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative handle my case on Revdex.com HAVE YET TO CONTACT ME SINCE JUNE 17 , 2015 after stating she will farther the investigation . As per pervious conversations western representatives located my control number but failed to release it .
Final Business Response /[redacted]/
Dear [redacted],
Western Union is responding to your July 1, 2015 rebuttal to the Revdex.com.
Our position has not changed with this matter, we must reiterate.
Per our phone conversation on June 17, 2015, you were not able to provide me with a Money Transfer Control Number to validate your claim. You provided me with an alternate phone number and we have listened to the calls you have made into our customer service department. We have determined that the representatives you spoke with provided you with the level of service we expect from all Western Union employees and there were no extended hold periods. The customer service department was not able to locate a transaction for you, based on the information you provided to them.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because this is still an error on the part of Western Union and not something I should bare the burden of resolving. The recipient is a large university and not capable of tracking funds to know of duplicate transactions. If a recall needs to be performed in order for Western Union to recover money, the burden for doing so should be on Western Union. I received only a single telephone call from Western Union asking me to confirm a single transaction before it was completed. Therefore, this is not an error on my part. Western Union has intentionally overcomplicated this issue and delayed the resolution for far too long.
Sincerely,
[redacted]
Dear Mr. [redacted]: I am writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you have been awaiting a refund of your lost and/or stolen Western Union money order. You stated that you have completed all the necessary Western...
Union forms as requested. We have investigated this matter and our records show the following: On January 11, 2017, per your request we processed a tracer on Western Union money order ending in #[redacted] in the amount of $733.00. The money order had not been cashed; therefore, we issued a refund check in the amount of $733.00, sent to your address of record. On February 20, 2017, you notified us that you never received the Western Union refund check. We then sent you a copy of the cashed Western Union refund check ending in #[redacted] in the amount of $733.00. The refund check had been cashed on January 31, 2017. On March 30, 2017, you contacted us via social media and insisted that you did not cash the refund check. After reviewing the image of the cashed refund check it was noticed that the check was altered by adding an additional name to it “[redacted]”. This name was added fraudulently; therefore, we suggested you start the forgery process. Western Union Forgery Affidavit forms were sent to you via social media channel and we have been awaiting your completed forms. We will send another copy of our Western Union Forgery Affidavit forms separately. The average time to resolve a forgery claim once documents are submitted is 90-120 days. Regarding the additional Western Union Money Order that you identified. The additional Western Union money order is in the name of someone other than yourself; therefore, we are unable to provide you with information on that document. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us [email protected]. Sincerely, The Western Union Executive Resolutions
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 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 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.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the Money Order refund request document from you on Thursday May 14, 2015. We have processed a refund to you in the amount of $50.00, it is being sent to you via USPS, please allow 7 to 10 business days for arrival. We have waived the fees associated with the processing and sending of this refund, as a one-time good will concession.
We must refer you to the Terms and Conditions information listed on the back of the Money Order regarding fees, for your future reference.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.Please be advised that the Money Order #17-336712740 was paid on January 5, 2016. According to the refund request conditions it clearly states that a photocopy will not be provided until the $15 non-refundable processing fee is received.Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that you sent a wire transfer using our Direct to Bank (D2B) service on May 28, 2016. On May 30,...
2016, you have contacted Western Union requesting to enter a change on the transaction and you were advised that the transaction status is showing as paid – you requested a refund on the same day. On May 30, 2016, an investigation was initiated by our D2B team to locate the funds. We have confirmed that the funds were received by the receive bank. Our D2B team has located the funds and confirmed with your receiver that the funds were successfully received in their account. We apologize for any inconvenience this matter may have caused you. However, based on the evidence available to us, we are unable to accommodate your compensation request – we show that the correct procedures were followed and the funds were successfully deposited into the designated account. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Initial Business Response /* (1000, 9, 2015/10/01) */
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 information that you provided. Due to an internal technical...
glitch there was a delay returning your funds back. Our records indicate that your bank has returned the funds to you as of September 29, 2015
We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 11, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: 12607646
I am rejecting this response because:The documents including the CARF form I received fully executed were sent to Western Union's customer service 3 separate times via First Class Mail in 12/2017. Additional true copies were provided to Exec resolution at WU FOUR TIMES starting on 01/04/2018. At my expense, I overnighted a copy of these forms a FIFTH TIME to WU using the attached UPS tracking number which was signed for by NASH @ WU on 01/17/2018 @ 9:25am. I am sure the US DOJ would love to hear about how WU is giving me such a hard time receiving remission from the fraudulent acts where you were forced to forfeit over 440M$ to consumers for money laundering, amongst other things. From what I understand, WU admitted to all charges for DOJ's promise not to criminally prosecute - which is up for discussion in and of itself.PLEASE BE ADVISED, A true copy of this reply along with the original complaint as well as all emails and other supporting documentation will be forwarded to US DOJ for whatever purpose they deem necessary. Revdex.com, that is not a legal action nor an intention to file suit but rather an informational notice to inform DOJ that WU is causing complications for my recovery and to be on the lookout to protect other consumers, such as myself. You can view more information about the WU remission process including WHY I NEED THE INFORMATION BEING REQUESTED BY THE DEADLINE TO FILE WHICH IS IN LESS THAN 14 CALENDAR DAYS BY VISITING, www.WesternUnionRemission.comI am not sure if you can agree, but what's going on here is absolutely ridiculous. I should not have to send SIX COPIES of a request to retrieve the information I am seeking.
Respectfully,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
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.
After we verified your identity we were able to process the refund. An e-mail was...
sent to you with the details of the refund along with some suggestions of locations where you can pick it up. Also, the returned fees from the first bank that rejected the checks have been reimbursed.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.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. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]Tell us why here...
Dear [redacted], 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 to assist you further could you please provide us with your most recent transaction attempt, as we are unable to find any record of a declined transaction attempt.Please also note that Gold cards were discontinued in 2015, notices were sent out to Western Union customers to educate them on the next steps. Please call the number on the back of your card for further assistance. 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
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, 2015/10/07) */
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 received your inquiry regarding the Western Union Money Order. After...
researching the payment trail of the Money Order, we have determined that the Money Order was presented to Western Union more than once and our records reflect the item was "paid clean" in banking terms at the first presentment.
Several presentments may occur when it is thought that the original item was not credited. On a later date, the payment processing bank may have represented an image IRD (image remote deposit) of the Money Order again. In this case, subsequent presentments are returned unpaid because the credit has already been given at the first presentment. We cannot pay on the same item more than once because the funds are only available one time.
We would suggest you advise the bank of the situation and ask them to investigate it, using a copy of the letter that was sent to you via separate e-mail on October 7, 2015, along with the enclosed photocopies to assist them in their investigation.
Copies of all presentments with the paid dates are reflected in the enclosures.
We hope this information has helped you with your concerns. If you have any other questions we can assist with please feel free to contact our Money Order support offices at toll free (XXX)-XXX-XXXX.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Bank has investigated the response...western union did not pay the $870 's....I have requested a copy of the exact location/bank that the money was sent to...I have attempted several times to get a official copy of the exact location and bank of the deposit since western union claims they paid it...as of 5 days I have yet to recover this information...western union shad yet to return any of my calls...I have filed complaint with the FDIC as well...I want my money!!!!!
Final Business Response /* (4000, 8, 2015/10/20) */
Dear Ms. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
Our records indicate that the "Source of Receipt" with the information that your bank is requesting was sent to you via mail at the address of record on October 15, 2015.
Western Union has provided you with sufficient details for your bank to investigate. It is our hope that your bank will be able to find the payment with the information that has been shared with you.
To reiterate our previous communication, Western Union cannot pay for the same item more than once because funds are only available one time.
We regret any inconvenience this matter has 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. Our records indicate that Western Union could not complete your transaction because we could not verify the information you...
have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future. Please refer to Western Union’s Terms and Conditions atwww.wu.comfor more information.In addition, our records indicate that your transaction was refunded for the amount of $212.99. At this point, the funds should be reflected in your account.We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at[redacted]Sincerely, The Western Union Executive Resolutions Team
Dear Ms. [redacted]: We are responding to your December 8, 2016 complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that your November 14, 2016 money transfer in the amount of $846.03 was delivered to the incorrect financial institution. You stated that you have...
contacted us numerous times to have this matter resolved; however, you are still awaiting a refund of the money transfer transaction. We appreciate you bringing this matter to our attention. Our records indicate that we processed your November 14, 2016 money transfer transaction based on the information you provided through your online Western Union account. You later notified us that the funds were sent to the wrong financial institution, and you were requesting an immediate refund of the transaction. We have honored your request, and on December 6, 2016, we refunded the amount of $846.03 back to your bank/credit card account. Unfortunately, we are unable to refund the service charge of $44.00, as this was not a Western Union mistake. 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. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as the one described in your complaint. Please accept our apology for the inconvenience this matter has caused you. If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted].You may also email us [email protected]. Sincerely, The Western Union Executive Resolutions Team
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.We want to thank you for bringing this matter to our attention. For Western Union, customer experience is very important. We constantly review incidents like yours and...
follow up accordingly to ensure that the proper procedures are being followed, making the process of sending and receiving funds seamless.Please know that we are actively working on your case along with the corresponding departments; however, despite of our best efforts, we have not been able to reach a resolution yet. Your case has been escalated to a management level to expedite the resolution as much as possible. We will continue to follow up until a final resolution can provided to you.In the meantime, if you have any additional questions or require further assistance, please do not hesitate to contact us.Sincerely, The Western Union Executive Resolutions Team
Dear [redacted],Our position in this matter has not changed, we must reiterate:Our records indicate that this transaction was cancelled due to insufficient funds, no refund is due. You will need to contact your banking institution for assistance regarding additional charges.Western Union considers this case closed.Kind Regards,Executive Resolution Group
Initial Business Response /* (1000, 4, 2015/12/09) */
Dear [redacted],
Western Union is responding to your November 24, 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.
Please be advised we have processed a refund to you on December 9, 2015. Please allow 5 to 7 business days for your check to arrive via USPS.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Kind Regards,
[redacted]
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is responding to your June 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.
Per our phone conversation on June 17, 2015, you were not able to provide me with a Money Transfer Control Number to validate your claim. You provided me with an alternate phone number and we have listened to the calls you have made into our customer service department. We have determined that the representatives you spoke with provided you with the level of service we expect from all Western Union employees and there were no extended hold periods. The customer service department was not able to locate a transaction for you, based on the information you provided to them.
Western Union considers this case as closed, but will reopen it, if you can provide us with a Money Transfer Control number, so that we may assist you further.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative handle my case on Revdex.com HAVE YET TO CONTACT ME SINCE JUNE 17 , 2015 after stating she will farther the investigation . As per pervious conversations western representatives located my control number but failed to release it .
Final Business Response /[redacted]/
Dear [redacted],
Western Union is responding to your July 1, 2015 rebuttal to the Revdex.com.
Our position has not changed with this matter, we must reiterate.
Per our phone conversation on June 17, 2015, you were not able to provide me with a Money Transfer Control Number to validate your claim. You provided me with an alternate phone number and we have listened to the calls you have made into our customer service department. We have determined that the representatives you spoke with provided you with the level of service we expect from all Western Union employees and there were no extended hold periods. The customer service department was not able to locate a transaction for you, based on the information you provided to them.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Complaint: [redacted]
I am rejecting this response because this is still an error on the part of Western Union and not something I should bare the burden of resolving. The recipient is a large university and not capable of tracking funds to know of duplicate transactions. If a recall needs to be performed in order for Western Union to recover money, the burden for doing so should be on Western Union. I received only a single telephone call from Western Union asking me to confirm a single transaction before it was completed. Therefore, this is not an error on my part. Western Union has intentionally overcomplicated this issue and delayed the resolution for far too long.
Sincerely,
[redacted]
Dear Mr. [redacted]: I am writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you have been awaiting a refund of your lost and/or stolen Western Union money order. You stated that you have completed all the necessary Western...
Union forms as requested. We have investigated this matter and our records show the following: On January 11, 2017, per your request we processed a tracer on Western Union money order ending in #[redacted] in the amount of $733.00. The money order had not been cashed; therefore, we issued a refund check in the amount of $733.00, sent to your address of record. On February 20, 2017, you notified us that you never received the Western Union refund check. We then sent you a copy of the cashed Western Union refund check ending in #[redacted] in the amount of $733.00. The refund check had been cashed on January 31, 2017. On March 30, 2017, you contacted us via social media and insisted that you did not cash the refund check. After reviewing the image of the cashed refund check it was noticed that the check was altered by adding an additional name to it “[redacted]”. This name was added fraudulently; therefore, we suggested you start the forgery process. Western Union Forgery Affidavit forms were sent to you via social media channel and we have been awaiting your completed forms. We will send another copy of our Western Union Forgery Affidavit forms separately. The average time to resolve a forgery claim once documents are submitted is 90-120 days. Regarding the additional Western Union Money Order that you identified. The additional Western Union money order is in the name of someone other than yourself; therefore, we are unable to provide you with information on that document. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us [email protected]. Sincerely, The Western Union Executive Resolutions
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 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 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.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/05/15) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the Money Order refund request document from you on Thursday May 14, 2015. We have processed a refund to you in the amount of $50.00, it is being sent to you via USPS, please allow 7 to 10 business days for arrival. We have waived the fees associated with the processing and sending of this refund, as a one-time good will concession.
We must refer you to the Terms and Conditions information listed on the back of the Money Order regarding fees, for your future reference.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.Please be advised that the Money Order #17-336712740 was paid on January 5, 2016. According to the refund request conditions it clearly states that a photocopy will not be provided until the $15 non-refundable processing fee is received.Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that you sent a wire transfer using our Direct to Bank (D2B) service on May 28, 2016. On May 30,...
2016, you have contacted Western Union requesting to enter a change on the transaction and you were advised that the transaction status is showing as paid – you requested a refund on the same day. On May 30, 2016, an investigation was initiated by our D2B team to locate the funds. We have confirmed that the funds were received by the receive bank. Our D2B team has located the funds and confirmed with your receiver that the funds were successfully received in their account. We apologize for any inconvenience this matter may have caused you. However, based on the evidence available to us, we are unable to accommodate your compensation request – we show that the correct procedures were followed and the funds were successfully deposited into the designated account. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Initial Business Response /* (1000, 9, 2015/10/01) */
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 information that you provided. Due to an internal technical...
glitch there was a delay returning your funds back. Our records indicate that your bank has returned the funds to you as of September 29, 2015
We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 11, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: 12607646
I am rejecting this response because:The documents including the CARF form I received fully executed were sent to Western Union's customer service 3 separate times via First Class Mail in 12/2017. Additional true copies were provided to Exec resolution at WU FOUR TIMES starting on 01/04/2018. At my expense, I overnighted a copy of these forms a FIFTH TIME to WU using the attached UPS tracking number which was signed for by NASH @ WU on 01/17/2018 @ 9:25am. I am sure the US DOJ would love to hear about how WU is giving me such a hard time receiving remission from the fraudulent acts where you were forced to forfeit over 440M$ to consumers for money laundering, amongst other things. From what I understand, WU admitted to all charges for DOJ's promise not to criminally prosecute - which is up for discussion in and of itself.PLEASE BE ADVISED, A true copy of this reply along with the original complaint as well as all emails and other supporting documentation will be forwarded to US DOJ for whatever purpose they deem necessary. Revdex.com, that is not a legal action nor an intention to file suit but rather an informational notice to inform DOJ that WU is causing complications for my recovery and to be on the lookout to protect other consumers, such as myself. You can view more information about the WU remission process including WHY I NEED THE INFORMATION BEING REQUESTED BY THE DEADLINE TO FILE WHICH IS IN LESS THAN 14 CALENDAR DAYS BY VISITING, www.WesternUnionRemission.comI am not sure if you can agree, but what's going on here is absolutely ridiculous. I should not have to send SIX COPIES of a request to retrieve the information I am seeking.
Respectfully,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/29) */
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.
After we verified your identity we were able to process the refund. An e-mail was...
sent to you with the details of the refund along with some suggestions of locations where you can pick it up. Also, the returned fees from the first bank that rejected the checks have been reimbursed.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.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. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]Tell us why here...