Initial Business Response /* (1000, 4, 2015/05/19) */
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 must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
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.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, WU agent gave me a print out of how much the recenzent will receive. My invoive was th eproof, as per WU. It had nothing to do with US $, it was exchange between Cdn$ & Polish ZLoty - WU promissed my invoice with mtcn # is my proof - I have been sending money through WU for many years and there was never a mistake, agent in Poland made a mistake - young person didn't know what she was doing as per WU mgr name Saint, from Mexico told me. That's why he appologized and promissed the reimbursment & extra for inconvenience. I have never heard more from SAint or any other supervisor or receive any other email/money as promissed...that's what my complain is all about. For few months now I'm trying to get my money. WHERE IS IT?? Where is my new MTCN# so I can cash...Saint even put points on my account that I can not cash..beloew is one of the emails between me & WU, I have about45-50 of those emails:
Message Body;
Forwarded Message
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, [redacted] XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Western Union
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Western Union values your business. Should you have any other questions as efforts are made to resolve your concern, please do not hesitate to contact us.
Thank you for allowing us to be of service to you.
Subject Assistance with a money transfer
Discussion History Response Via Email ([redacted]) 03/12/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
Please accept our most sincere apology for this inconvenience.
I have personally spoken with our Supervisor Saint and he claims to have already sent you an email response. He has already escalated the situation to if we can respect what was promised, because that is something that is not available in Canada. But, we are trying to see if there can be a one-time exception. This is why it is taking so long.
Once again, we apologize for the delay.
If you have any questions or concerns, do not hesitate to contact us via email. Or, for real-time assistance you can contact us via chat or you can call our Customer Care department at X-XXX-XXX-XXXX.
Best regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
You would not believe how tired I am to work on this....what's really not fare, that some is calling me that I will hear from you within 48 hrs, and nobody even calls or send an email to give me updates even after 10 days. My tel # XXX XXX-XXXX. Waiting for your call, regards, [redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX XX:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Dear [redacted],
Thank you for contacting Western Union.
We are sorry to hear about the delayed of your request and we know this could be very frustrating on your part.
We have tried to check for the follow up that was done. Actually they submitted the request and we really felt the intention working on this request. We have tried to double check that with the right department real time and they have gotten lots of request about your issue as to follow up. We have already worked on this and probably you can hear from you as soon as it is done. You can also send us your phone number just in case you need to talk to us real time and if you have anything in mind that you want to add. And also, we can give you update from time to time on this.
We are looking forward for your response. Thank you so much.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Oh, I think you didn't read my previous email......Nobody followed up with me!
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX X:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Hello [redacted],
Thank you for contacting Western Union.
We are sorry for the inconvenience.
We are glad to hear that they have already followed up on your situation hopefully it gets resolved as soon as possible.
In this case if you have any other question or doubt please do not hesitate to contact us via email or at XXXX-XXX-XXXX.
We look forward in serving you again as a valued customer.
Thank you for contacting Western Union.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Thank you for letting me know. Nobody followed up with me yesterday, I hope it will be today.
[redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Wednesday, March 11, XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
The information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of The Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Response Via Email [redacted] 03/11/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
We apologize for the inconvenience this has caused you. Allow us to assist you with your concern.
We sent a follow up e-mail to our department regarding your request. We requested also to send the information you need through your e-mail address that usually takes 24-48 hours.
We sincerely apologize that it is taking so long.
We look forward in serving you again.
Best regards,
Western Union Customer Care
Customer By Email 03/11/XXXX XX:XX AM
Can someone from consumer mgmt. team get back to me please...
From: eInfo eInfo To: Customer Care Sent: Tuesday, March 10, XXXX XX:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
What is happening, can you please escalate this to a consumer mgmt. team/supervisor to get back to me with a new mtcn# to cash in my points for $75.00 - that's what a man name [redacted] spvr told me?
[redacted] tel: XXX-XXX-XXXX
From: eInfo eInfo To: Customer Care Sent: Monday, March 9, XXXX X:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
I spoke with [redacted] supervisor, on Mar. 2nd & he mentioned he/someone/ will get back to me in 48 hrs...it's been a week & nobody contacted me.
[redacted]
From: eInfo eInfo To: Customer Care Sent: Monday, March 2, XXXX X:XX PM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Thank you
From: Customer Care To: [redacted]@yahoo.ca Sent: Monday, March 2, XXXX X:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Incident Reference #XXXXXX-XXXXXX
Date Created: 03/11/XXXX XX:XX AM
Last Updated: 03/12/XXXX XX:XX PM
Nothing was solved, nobody called me back, no new mtcn # issued...only empty promisses. AS you can see my patience ran out. I am very disappointed and would like it to be solved.
Regards,
[redacted]
Final Business Response /* (4000, 8, 2015/06/04) */
Dear [redacted]
Western Union is writing in response to the rebuttal we received from you through the Revdex.com.
Our position has not changed with this matter, we must reiterate.
We must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
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.
Western Union considers this case as 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 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]
Initial Business Response /* (1000, 4, 2015/05/28) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted]@westernunion.com so that we may investigate the issue further.
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.
These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person.
To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html
We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goal. The anti money laundering excuse was NEVER uttered by any member of the "customer service" team. They repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over 10 years? They could not answer. They do not know or seem to have a good command of the system they are referring to. I have had no trouble until recently. I have had the same computer, operating system, and account/payment methods the whole time. The point, I am making is this is a bait and switch violation. They refuse your business online where it is cheaper, force you to a location in town and charge more money. The time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-2014. Western Union customer service is sub standard. Victimizes the customers into inconveniences of interrupted work day, extra expenses, and frustration. Their dispute resolution and problem solving is terrible. What could they possibly be proud of?!
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]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that we sent a refund check to you on March 11, 2016 to the updated address you provided. Please allow 7 to 10 business days for delivery 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]
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. 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]
Complaint: [redacted]
I am rejecting this response because: They are not saying anything here. They have not requested any additional information from me to reach a resolution (even though they have received everything numerous times!)It's like Western Union is: a) flat out trying to scam me, or b) has lost the ability to track where their system sent my money, and are just trying to sweep this under the rug. Why wouldn't you respond once you had some sort of resolution in sight? You're basically saying, we have no clue... but we might find something if we get around to looking for it later. It's now February 22! This is a complete joke!I feel they just want me to go away and accept the fact that they are not giving me my money back. One of your phone support managers actually said, You are not getting your money back!I have forwarded my ID, original receipts, tracking numbers, etc numerous times. After hours of explaining my situation over and over, I have been issued new #'s to receive my money countless times that never work. It always says, "not a valid birth date" when your system does not request a birthdate anywhere! And then hours on the phone from walmart or wherever I was told to get my refund with people that just hang up on us once they realize they don't know what they're doing! This occurs every time with the process starting all over again. This is a complete joke!
Sincerely,
[redacted]
Dear [redacted], This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that Western Union declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and...
Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Furthermore, our records indicate that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union may further review this decision if you complete the enclosed Consumer Questionnaire and provide the supporting documentation listed within the form. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. A refund of the transaction was created for Mr. William Martin. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely, [redacted]
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that the [redacted] (BOFD) has completed their investigation on the...
Forgery claim we submitted on your behalf. The communication that we have received from the BOFD indicates that a refund check was issued and mailed to you on August 25, 2016. We also show that the refund check was cashed on August 31, 2016. Forgery claims are not investigated by Western Union and we have no control over the process – every step of the investigation is handled by the BOFD, we are simply the liaison between you (the customer) and the BOFD. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, if you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Our records indicate that Western Union processed a refund for the principal in the amount of $100.00 USD. This...
refund was issued to your bank account on February 22, 2018 at 18:39:30 EST, and a refund for the service fee incurred was issued to your bank on February 26, 2018 at 09:46:53 AM EST. in the amount of $17.00 USD. Please note that bank account refunds may normally take between 3-7 business days to process. In the event that the funds have not been returned to your account within the allotted time frame. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely, Executive Resolutions Group
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. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union’s Financial Service, Inc.’s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise...
this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union’s services, nor the services of any of our affiliate companies. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. Western Union declined to process the transaction because of certain controls that Western Union has...
established to protect the worldwide financial network from unlawful activity and in compliance with Western Union’s Anti-Money Laundering/OFAC/fraud prevention compliance program or similar legal requirements. We cannot provide specifics of the decline as it would jeopardize the integrity of our systems. Western Union provides information on additional verification prior to completing a transaction when sent online. Once you select your payment method, you are agreeing with this process.We contacted you by telephone on February 1, 2016 and you confirmed that your bank has still not credited your account. We have confirmed with our Accounting team and with our payment processor that Western Union did not charge your account. We suggest that you file for a charge-back or dispute the charge directly with your bank. Western Union is unable to return funds that were not collected.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you are facing recovering the funds back. 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 regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to a complaint you filed with the Revdex.com. Our records indicate that your transaction was canceled without any further validation. As a first time customer, your transaction was prompted for Western Union to validate your...
authenticity. The regular procedure is to place the transaction on hold for four hours and leave a message and send an email stating that we need to validate the information for security purposes. On the 22nd, the date the transaction was performed, our compliance Team was experiencing a high volume of transactions, never the less, our customer service representative should have provided you with an explanation. Quality service to our consumers is our primary concern at Western Union, please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have retrieved all call recordings and the proper coaching and disciplinary actions will be provided to the operators involved to ensure inquiries such as yours are handled correctly. In a separate email communication sent to you on March 23rd, 2017, we provided you with a free promotional code to use when sending a future money transfer transaction. If you would like to request compensation, kindly provide us any proof (e.g. receipts / notarized statements) that you've incurred additional charges due to late delivery of payment. We do not promise that refund will be guaranteed as this will be subject for approval. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visitinghttps://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. Sincerely, Executive Resolutions Group
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] This is in response to the Revdex.com rebuttal. As previously advised, Western Union has investigated your concerns. Our records indicate that on September 20, 2017, you sent two transactions from the United States totaling 450.00 USD to a consumer located in United States. Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed a proper investigation into your complaint and it was concluded that the transactions were not paid out correctly according to Western Union’s terms and conditions. As a result of the aforementioned, Western Union processed a refund for principal and charges. Refund information has been provided by telephone along with the instructions on how to collect the funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/11/17) */
Dear [redacted],
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.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 6, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am absolutely not satisfied with WU's response to my complaint as they provide no resolution after couple of weeks.
I think the situation is clear:
1- WU explicitly claimed they are open for business in Turkey although it was a national holiday.
2- They have not only failed to provide me with their service, but also have blocked my money for couple of months.
I have clearly mentioned in my original complaint what I want from WU to do. If they keep blocking my money, I am afraid I have to ask for more compensation.
I look forward to hearing from you.
Final Business Response /* (4000, 12, 2015/12/15) */
Dear [redacted],
Western Union is responding to your December 7, 2015 complaint to the Revdex.com.
In order for us to assist you with your claim, we will require a copy of your credit card statement dated September 22, 2015 to the present, so that we may verify that you do not have your funds. You may send this to me directly at [redacted]@westernunion.com Please send by secure means.
Kind Regards,
[redacted]
Final Consumer Response /* (4200, 14, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel comfortable to send my bank statements to WU at this point. I asked my credit card bank to take care of this. If bank finds out that no refund has been made, they will contact WU.
Initial Business Response /* (1000, 4, 2015/05/19) */
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 must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
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.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, WU agent gave me a print out of how much the recenzent will receive. My invoive was th eproof, as per WU. It had nothing to do with US $, it was exchange between Cdn$ & Polish ZLoty - WU promissed my invoice with mtcn # is my proof - I have been sending money through WU for many years and there was never a mistake, agent in Poland made a mistake - young person didn't know what she was doing as per WU mgr name Saint, from Mexico told me. That's why he appologized and promissed the reimbursment & extra for inconvenience. I have never heard more from SAint or any other supervisor or receive any other email/money as promissed...that's what my complain is all about. For few months now I'm trying to get my money. WHERE IS IT?? Where is my new MTCN# so I can cash...Saint even put points on my account that I can not cash..beloew is one of the emails between me & WU, I have about45-50 of those emails:
Message Body;
Forwarded Message
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, [redacted] XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Western Union
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Western Union values your business. Should you have any other questions as efforts are made to resolve your concern, please do not hesitate to contact us.
Thank you for allowing us to be of service to you.
Subject Assistance with a money transfer
Discussion History Response Via Email ([redacted]) 03/12/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
Please accept our most sincere apology for this inconvenience.
I have personally spoken with our Supervisor Saint and he claims to have already sent you an email response. He has already escalated the situation to if we can respect what was promised, because that is something that is not available in Canada. But, we are trying to see if there can be a one-time exception. This is why it is taking so long.
Once again, we apologize for the delay.
If you have any questions or concerns, do not hesitate to contact us via email. Or, for real-time assistance you can contact us via chat or you can call our Customer Care department at X-XXX-XXX-XXXX.
Best regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
You would not believe how tired I am to work on this....what's really not fare, that some is calling me that I will hear from you within 48 hrs, and nobody even calls or send an email to give me updates even after 10 days. My tel # XXX XXX-XXXX. Waiting for your call, regards, [redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX XX:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Dear [redacted],
Thank you for contacting Western Union.
We are sorry to hear about the delayed of your request and we know this could be very frustrating on your part.
We have tried to check for the follow up that was done. Actually they submitted the request and we really felt the intention working on this request. We have tried to double check that with the right department real time and they have gotten lots of request about your issue as to follow up. We have already worked on this and probably you can hear from you as soon as it is done. You can also send us your phone number just in case you need to talk to us real time and if you have anything in mind that you want to add. And also, we can give you update from time to time on this.
We are looking forward for your response. Thank you so much.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Oh, I think you didn't read my previous email......Nobody followed up with me!
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX X:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Hello [redacted],
Thank you for contacting Western Union.
We are sorry for the inconvenience.
We are glad to hear that they have already followed up on your situation hopefully it gets resolved as soon as possible.
In this case if you have any other question or doubt please do not hesitate to contact us via email or at XXXX-XXX-XXXX.
We look forward in serving you again as a valued customer.
Thank you for contacting Western Union.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Thank you for letting me know. Nobody followed up with me yesterday, I hope it will be today.
[redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Wednesday, March 11, XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
The information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of The Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Response Via Email [redacted] 03/11/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
We apologize for the inconvenience this has caused you. Allow us to assist you with your concern.
We sent a follow up e-mail to our department regarding your request. We requested also to send the information you need through your e-mail address that usually takes 24-48 hours.
We sincerely apologize that it is taking so long.
We look forward in serving you again.
Best regards,
Western Union Customer Care
Customer By Email 03/11/XXXX XX:XX AM
Can someone from consumer mgmt. team get back to me please...
From: eInfo eInfo To: Customer Care Sent: Tuesday, March 10, XXXX XX:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
What is happening, can you please escalate this to a consumer mgmt. team/supervisor to get back to me with a new mtcn# to cash in my points for $75.00 - that's what a man name [redacted] spvr told me?
[redacted] tel: XXX-XXX-XXXX
From: eInfo eInfo To: Customer Care Sent: Monday, March 9, XXXX X:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
I spoke with [redacted] supervisor, on Mar. 2nd & he mentioned he/someone/ will get back to me in 48 hrs...it's been a week & nobody contacted me.
[redacted]
From: eInfo eInfo To: Customer Care Sent: Monday, March 2, XXXX X:XX PM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Thank you
From: Customer Care To: [redacted]@yahoo.ca Sent: Monday, March 2, XXXX X:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Incident Reference #XXXXXX-XXXXXX
Date Created: 03/11/XXXX XX:XX AM
Last Updated: 03/12/XXXX XX:XX PM
Nothing was solved, nobody called me back, no new mtcn # issued...only empty promisses. AS you can see my patience ran out. I am very disappointed and would like it to be solved.
Regards,
[redacted]
Final Business Response /* (4000, 8, 2015/06/04) */
Dear [redacted]
Western Union is writing in response to the rebuttal we received from you through the Revdex.com.
Our position has not changed with this matter, we must reiterate.
We must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
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.
Western Union considers this case as 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 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]
Initial Business Response /* (1000, 4, 2015/05/28) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted]@westernunion.com so that we may investigate the issue further.
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.
These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person.
To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html
We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goal. The anti money laundering excuse was NEVER uttered by any member of the "customer service" team. They repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over 10 years? They could not answer. They do not know or seem to have a good command of the system they are referring to. I have had no trouble until recently. I have had the same computer, operating system, and account/payment methods the whole time. The point, I am making is this is a bait and switch violation. They refuse your business online where it is cheaper, force you to a location in town and charge more money. The time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-2014. Western Union customer service is sub standard. Victimizes the customers into inconveniences of interrupted work day, extra expenses, and frustration. Their dispute resolution and problem solving is terrible. What could they possibly be proud of?!
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]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that we sent a refund check to you on March 11, 2016 to the updated address you provided. Please allow 7 to 10 business days for delivery 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]
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. 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]
Complaint: [redacted]
I am rejecting this response because: They are not saying anything here. They have not requested any additional information from me to reach a resolution (even though they have received everything numerous times!)It's like Western Union is: a) flat out trying to scam me, or b) has lost the ability to track where their system sent my money, and are just trying to sweep this under the rug. Why wouldn't you respond once you had some sort of resolution in sight? You're basically saying, we have no clue... but we might find something if we get around to looking for it later. It's now February 22! This is a complete joke!I feel they just want me to go away and accept the fact that they are not giving me my money back. One of your phone support managers actually said, You are not getting your money back!I have forwarded my ID, original receipts, tracking numbers, etc numerous times. After hours of explaining my situation over and over, I have been issued new #'s to receive my money countless times that never work. It always says, "not a valid birth date" when your system does not request a birthdate anywhere! And then hours on the phone from walmart or wherever I was told to get my refund with people that just hang up on us once they realize they don't know what they're doing! This occurs every time with the process starting all over again. This is a complete joke!
Sincerely,
[redacted]
Dear [redacted], This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that Western Union declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and...
Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Furthermore, our records indicate that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union may further review this decision if you complete the enclosed Consumer Questionnaire and provide the supporting documentation listed within the form. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. A refund of the transaction was created for Mr. William Martin. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely, [redacted]
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate that the [redacted] (BOFD) has completed their investigation on the...
Forgery claim we submitted on your behalf. The communication that we have received from the BOFD indicates that a refund check was issued and mailed to you on August 25, 2016. We also show that the refund check was cashed on August 31, 2016. Forgery claims are not investigated by Western Union and we have no control over the process – every step of the investigation is handled by the BOFD, we are simply the liaison between you (the customer) and the BOFD. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, if you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Our records indicate that Western Union processed a refund for the principal in the amount of $100.00 USD. This...
refund was issued to your bank account on February 22, 2018 at 18:39:30 EST, and a refund for the service fee incurred was issued to your bank on February 26, 2018 at 09:46:53 AM EST. in the amount of $17.00 USD. Please note that bank account refunds may normally take between 3-7 business days to process. In the event that the funds have not been returned to your account within the allotted time frame. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely, Executive Resolutions Group
Revdex.com:
Please close my complaint - Western Union will never give me bank $135
Sincerely,
[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. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union’s Financial Service, Inc.’s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise...
this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union’s services, nor the services of any of our affiliate companies. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. Western Union declined to process the transaction because of certain controls that Western Union has...
established to protect the worldwide financial network from unlawful activity and in compliance with Western Union’s Anti-Money Laundering/OFAC/fraud prevention compliance program or similar legal requirements. We cannot provide specifics of the decline as it would jeopardize the integrity of our systems. Western Union provides information on additional verification prior to completing a transaction when sent online. Once you select your payment method, you are agreeing with this process.We contacted you by telephone on February 1, 2016 and you confirmed that your bank has still not credited your account. We have confirmed with our Accounting team and with our payment processor that Western Union did not charge your account. We suggest that you file for a charge-back or dispute the charge directly with your bank. Western Union is unable to return funds that were not collected.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you are facing recovering the funds back. 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 regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to a complaint you filed with the Revdex.com. Our records indicate that your transaction was canceled without any further validation. As a first time customer, your transaction was prompted for Western Union to validate your...
authenticity. The regular procedure is to place the transaction on hold for four hours and leave a message and send an email stating that we need to validate the information for security purposes. On the 22nd, the date the transaction was performed, our compliance Team was experiencing a high volume of transactions, never the less, our customer service representative should have provided you with an explanation. Quality service to our consumers is our primary concern at Western Union, please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have retrieved all call recordings and the proper coaching and disciplinary actions will be provided to the operators involved to ensure inquiries such as yours are handled correctly. In a separate email communication sent to you on March 23rd, 2017, we provided you with a free promotional code to use when sending a future money transfer transaction. If you would like to request compensation, kindly provide us any proof (e.g. receipts / notarized statements) that you've incurred additional charges due to late delivery of payment. We do not promise that refund will be guaranteed as this will be subject for approval. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visitinghttps://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. Sincerely, Executive Resolutions Group
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] This is in response to the Revdex.com rebuttal. As previously advised, Western Union has investigated your concerns. Our records indicate that on September 20, 2017, you sent two transactions from the United States totaling 450.00 USD to a consumer located in United States. Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed a proper investigation into your complaint and it was concluded that the transactions were not paid out correctly according to Western Union’s terms and conditions. As a result of the aforementioned, Western Union processed a refund for principal and charges. Refund information has been provided by telephone along with the instructions on how to collect the funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/11/17) */
Dear [redacted],
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.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 6, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am absolutely not satisfied with WU's response to my complaint as they provide no resolution after couple of weeks.
I think the situation is clear:
1- WU explicitly claimed they are open for business in Turkey although it was a national holiday.
2- They have not only failed to provide me with their service, but also have blocked my money for couple of months.
I have clearly mentioned in my original complaint what I want from WU to do. If they keep blocking my money, I am afraid I have to ask for more compensation.
I look forward to hearing from you.
Final Business Response /* (4000, 12, 2015/12/15) */
Dear [redacted],
Western Union is responding to your December 7, 2015 complaint to the Revdex.com.
In order for us to assist you with your claim, we will require a copy of your credit card statement dated September 22, 2015 to the present, so that we may verify that you do not have your funds. You may send this to me directly at [redacted]@westernunion.com Please send by secure means.
Kind Regards,
[redacted]
Final Consumer Response /* (4200, 14, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel comfortable to send my bank statements to WU at this point. I asked my credit card bank to take care of this. If bank finds out that no refund has been made, they will contact WU.