Dear [redacted], Western Union is responding to your complaint with the Revdex.com. Our records indicate that, in addition to the complaint with the Revdex.com, you have submitted a complaint with the Consumer Financial Protection Bureau (CFPB), which was handled by one of...
the specialist from the Executive Resolutions team. We see that a refund check was issued for your transaction and it was sent to you via [redacted] Overnight service. The refund check arrived at your address on August 29, 2016. We apologize for any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted]: We are responding to your recent complaint to Western Union. In your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiver. You stated that your April 7 money transfer in the amount of $1,500.00 registered...
under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhere. You have requested a refund of this money transfer transaction. Your April 7 money transfer in the amount of $1,500.00 registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requested. We were notified later that the money transfer transaction was rejected by our bank partner on April 26. The funds were then sent back to us, and we refunded back to you on April 27, 2017. We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructions. We appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused you. Furthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition, we have provided you with a 100% promotional code that you can use in a future money transfer. The promo-code as well as additional instructions on how to use it have been provided to you under separate cover. Western Union considers this case as closed. 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 at[redacted] Sincerely, The Western Union Executive Resolutions 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.An investigation into your concerns has determined that this was not a double charge to your account, but a delay in processing due to an issue within our system, which has since been resolved.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.
Dear [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We tried to review your concern with the information that you provided and were unable to find any transaction and verify the actual issue...
that you experienced when you tried collecting the funds that were sent through Western Union. We verified your name and address with our Compliance team and could not find any issues associated with your information.We attempted contacting you by telephone and e-mail on January 12, 13 and 14 of 2016, however, there was no response.Should you provide additional details or re-establish contact in the future, the case will be re-opened for investigation.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mrs. [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 the two requests were received by Western Union in April 2016; however, no Forgery requests...
arrived until October 2016. Upon receipt of the requests, the forgery collection claims were initiated and sent to the bank on October 19, 2016. Please be aware that forgery claims take 90-120 days to be resolved and since the request was not received until October, no updates have been provided by the bank and they are still pending.In addition, when a money order is subject to a forgery investigation, it is up to the Bank of First Deposit (BOFD) to honor or decline the complaint based on the outcome of their internal investigation. Western Union cannot guarantee that payment will be recovered from BOFD since Western Union is only acting on your behalf; however, the final determination is made by the Bank of First Deposit.Best regards,[redacted]Executive Resolutions Specialist[redacted]
[redacted]Office: ###-###-####Email:[redacted]Tell us why here...
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. In order for us to pursue this matter further, we will need a copy of your bank statement dated December 24, 2015 to the present for verification that funds for this transaction were withdrawn and not returned. We ask that you send this to us by secure means to [redacted]
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. The call recordings have been reviewed and proper feedback/coaching was provided to the operators involved. We...
also notified the person in charge of the region to review the incident with both locations to ensure that the Western Union’s Web site has accurate details. According to a telephone conversation on January 13, 2016, you mentioned that you would like to send funds to your bank account. We sent you an e-mail with the requirements to complete a Direct to Bank Money Transfer and also shared the locations of agents that you could visit to send the funds. We also provided a promotion code to use when sending a future money transfer transaction. It has been explained that this code will cover your fees on your next Western Union money transfer.Western Union apologizes that you found difficulty trying to send a Direct to Bank Money Transfer. 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 Mrs. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We contacted you by telephone on January 18, 2017 and confirmed that you received the refund check which was sent via overnight...
delivery. The processing fee had been waived and therefore, not deducted from the refunded amount. We could not find errors in the processing of the refund as the checks were sent to the addresses you indicated.Direct contact information has been shared with you should you require additional support. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We have reviewed your concern. On July 11, 2016 you requested to cancel your transaction. Due to a technical glitch, the...
electronic refund was delayed. Western Union fully reimbursed your account on July 27, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the credit reflected. As a courtesy, we have awarded your MYWU account with 150 points. You can redeem the mentioned points to cover the fees on your next Western Union money transfer. We regret any inconvenience this matter may have caused. 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. As a part of our investigation, Western Union has been in contact with [redacted]. We have received confirmation from [redacted] that they were able to identify your payment internally and to credit it to your [redacted] Mortgage account. This was possible due to the fact that the payment was sent to one of the business branches of [redacted] and they are able to reroute the funds to the correct branch as needed. Additionally, we have reviewed your telephone conversations with our customer support team – the appropriate follow up was made in regards to the call handling. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. 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.As it was mentioned on the letter that you received, Western Union proceeded with the refund of the fee ($29.00) as compensation because...
it was discovered that our customer service representative that assisted you sending funds by the telephone (Telephone Money Transfer/TMT) may have not provided adequate oral disclosures during the telephone portion of your transaction. We have processed a mail refund. Please allow 7-10 days for the mailing time. To address your request for compensation, please refer to 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 regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of...
our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the requested Money Order documents from you on March 5, 2015. Claims can take 6 to 8 weeks to process, from the time we receive all requested documents. We processed a refund to you on May 7, 2015, which was sent to you via USPS, please allow 7 to 10 business days for arrival. The processing fee is nonrefundable.
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]
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.
NOTE: This matter has been resolved and the money was refunded.Thank you for your attention.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am rejecting this response due to inconstancy in the information giving by this company. And after speaking to a representative from the company who stated they have proof that I receive the money and he would send me that proof in the mail which I have yet to receive. I will be filling a small claim suit against your company.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address you concerns accordingly. Our records indicate that the documentation you submitted to Western Union was successfully received by the Correspondence...
Desk team; however, the first page of the Customer Access Request Form (CARF) was not fully completed. Thus, your request was delayed due to incomplete information. We received confirmation from the Correspondence Desk, stating that your request has now been processed and your transaction history was sent to you via mail on June 1, 2016. At this time, Western Union will not be able to accommodate your compensation request as we have fulfilled our obligation based on the information, which you have provided to us. Please accept our apologies for any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards,[redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on September 30, 2015....
Our records indicate that on October 29, 2015 the sending location contacted Western Union to request a refund due to the account number the payment was sent to is incorrect. The corresponding department initiated the process to request approval from the subscriber, Bank of America, to proceed with the refund.
We provided the details of the refund via a separate e-mail. Our records show that you collected your full refund on November 27, 2015.
We have also sent you an official letter from Western Union acknowledging the error. You are welcome to present the letter to your mortgage company to clear your credit.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because:I am able to provide enough of the damaged money order (amount, routing, etc.) plus the stub plus the receipt where it was purchased to receive an immediate replacement. Western Union should not be afforded the opportunity to profit from the same transaction twice. (Interest paid by holding my money for 30 to 60 days plus $15 multiplied by thousands?) If West ern Union wants to provide financial services similar to banks, they need to perform. If I walk into a bank with a damaged dollar bill but I do have 75% of that dollar bill, they don't hold it for 30 to 60 days and charge me a fee to do so. They give me a replacement dollar and send me on my merry way. Everybody is happy and life goes on. Western Union has absolutely no reason to hold my money except that they can make a lot more money by doing so and are out nothing. I do not expect resolution from Western Union although the logic behind creating an exception to or a new policy just to handle 'damaged' money orders is 'in-your-face' the right thing to do. [redacted]
Complaint: [redacted]
I am rejecting this response because I have proven and spent additional money to Western Union to assure this is indeed a money order that I purchased. I am totally disgusted with this whole process!
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 reviewed your concern. Western Union does not offer any type of...
purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer service. Our obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipient.
We are unable to comply with your request for a refund. Your funds can only be recovered from the individual who received the funds in this transaction. If you believe you may be a victim of fraud, you should contact your local law enforcement and file a report. As a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. Your fraud file report number is XXXXXXX, please provide this to your local law enforcement agency.
Western Union regrets that you were the victim of a scam. Western Union is concerned about consumers and consumer fraud, and has many procedures in place to help combat fraud and increase consumer awareness of scams. Western Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords.
Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com.
If you have any questions, please call our consumer fraud department at X-XXX-XXX-XXXX and ask to speak to a fraud representative.
Sincerely,
Executive Resolutions Group
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. The handling of the case is being revised. Proper coaching/feedback will be provided to the operator/s...
involved, if applicable. We worked with the Money Order team and were able to put a stop payment on the refunds checks. The full refund was provided to you by telephone on February 10, 2016. The funds are available for pick up at a Western Union location. The details of the refund were also provided via e-mail. As a courtesy, the processing fees have been reimbursed.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your refund. 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 [redacted], Western Union is responding to your complaint with the Revdex.com. Our records indicate that, in addition to the complaint with the Revdex.com, you have submitted a complaint with the Consumer Financial Protection Bureau (CFPB), which was handled by one of...
the specialist from the Executive Resolutions team. We see that a refund check was issued for your transaction and it was sent to you via [redacted] Overnight service. The refund check arrived at your address on August 29, 2016. We apologize for any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted]: We are responding to your recent complaint to Western Union. In your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiver. You stated that your April 7 money transfer in the amount of $1,500.00 registered...
under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhere. You have requested a refund of this money transfer transaction. Your April 7 money transfer in the amount of $1,500.00 registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requested. We were notified later that the money transfer transaction was rejected by our bank partner on April 26. The funds were then sent back to us, and we refunded back to you on April 27, 2017. We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructions. We appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused you. Furthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition, we have provided you with a 100% promotional code that you can use in a future money transfer. The promo-code as well as additional instructions on how to use it have been provided to you under separate cover. Western Union considers this case as closed. 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 at[redacted] Sincerely, The Western Union Executive Resolutions 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.An investigation into your concerns has determined that this was not a double charge to your account, but a delay in processing due to an issue within our system, which has since been resolved.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.
Dear [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We tried to review your concern with the information that you provided and were unable to find any transaction and verify the actual issue...
that you experienced when you tried collecting the funds that were sent through Western Union. We verified your name and address with our Compliance team and could not find any issues associated with your information.We attempted contacting you by telephone and e-mail on January 12, 13 and 14 of 2016, however, there was no response.Should you provide additional details or re-establish contact in the future, the case will be re-opened for investigation.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mrs. [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 the two requests were received by Western Union in April 2016; however, no Forgery requests...
arrived until October 2016. Upon receipt of the requests, the forgery collection claims were initiated and sent to the bank on October 19, 2016. Please be aware that forgery claims take 90-120 days to be resolved and since the request was not received until October, no updates have been provided by the bank and they are still pending.In addition, when a money order is subject to a forgery investigation, it is up to the Bank of First Deposit (BOFD) to honor or decline the complaint based on the outcome of their internal investigation. Western Union cannot guarantee that payment will be recovered from BOFD since Western Union is only acting on your behalf; however, the final determination is made by the Bank of First Deposit.Best regards,[redacted]Executive Resolutions Specialist[redacted]
[redacted]Office: ###-###-####Email:[redacted]Tell us why here...
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. In order for us to pursue this matter further, we will need a copy of your bank statement dated December 24, 2015 to the present for verification that funds for this transaction were withdrawn and not returned. We ask that you send this to us by secure means to [redacted]
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. The call recordings have been reviewed and proper feedback/coaching was provided to the operators involved. We...
also notified the person in charge of the region to review the incident with both locations to ensure that the Western Union’s Web site has accurate details. According to a telephone conversation on January 13, 2016, you mentioned that you would like to send funds to your bank account. We sent you an e-mail with the requirements to complete a Direct to Bank Money Transfer and also shared the locations of agents that you could visit to send the funds. We also provided a promotion code to use when sending a future money transfer transaction. It has been explained that this code will cover your fees on your next Western Union money transfer.Western Union apologizes that you found difficulty trying to send a Direct to Bank Money Transfer. 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 Mrs. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We contacted you by telephone on January 18, 2017 and confirmed that you received the refund check which was sent via overnight...
delivery. The processing fee had been waived and therefore, not deducted from the refunded amount. We could not find errors in the processing of the refund as the checks were sent to the addresses you indicated.Direct contact information has been shared with you should you require additional support. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We have reviewed your concern. On July 11, 2016 you requested to cancel your transaction. Due to a technical glitch, the...
electronic refund was delayed. Western Union fully reimbursed your account on July 27, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the credit reflected. As a courtesy, we have awarded your MYWU account with 150 points. You can redeem the mentioned points to cover the fees on your next Western Union money transfer. We regret any inconvenience this matter may have caused. 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. As a part of our investigation, Western Union has been in contact with [redacted]. We have received confirmation from [redacted] that they were able to identify your payment internally and to credit it to your [redacted] Mortgage account. This was possible due to the fact that the payment was sent to one of the business branches of [redacted] and they are able to reroute the funds to the correct branch as needed. Additionally, we have reviewed your telephone conversations with our customer support team – the appropriate follow up was made in regards to the call handling. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. 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.As it was mentioned on the letter that you received, Western Union proceeded with the refund of the fee ($29.00) as compensation because...
it was discovered that our customer service representative that assisted you sending funds by the telephone (Telephone Money Transfer/TMT) may have not provided adequate oral disclosures during the telephone portion of your transaction. We have processed a mail refund. Please allow 7-10 days for the mailing time. To address your request for compensation, please refer to 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 regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of...
our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the requested Money Order documents from you on March 5, 2015. Claims can take 6 to 8 weeks to process, from the time we receive all requested documents. We processed a refund to you on May 7, 2015, which was sent to you via USPS, please allow 7 to 10 business days for arrival. The processing fee is nonrefundable.
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]
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.
NOTE: This matter has been resolved and the money was refunded.Thank you for your attention.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am rejecting this response due to inconstancy in the information giving by this company. And after speaking to a representative from the company who stated they have proof that I receive the money and he would send me that proof in the mail which I have yet to receive. I will be filling a small claim suit against your company.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address you concerns accordingly. Our records indicate that the documentation you submitted to Western Union was successfully received by the Correspondence...
Desk team; however, the first page of the Customer Access Request Form (CARF) was not fully completed. Thus, your request was delayed due to incomplete information. We received confirmation from the Correspondence Desk, stating that your request has now been processed and your transaction history was sent to you via mail on June 1, 2016. At this time, Western Union will not be able to accommodate your compensation request as we have fulfilled our obligation based on the information, which you have provided to us. Please accept our apologies for any inconvenience this matter may have caused you. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards,[redacted]
Initial Business Response /* (1000, 4, 2015/12/02) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on September 30, 2015....
Our records indicate that on October 29, 2015 the sending location contacted Western Union to request a refund due to the account number the payment was sent to is incorrect. The corresponding department initiated the process to request approval from the subscriber, Bank of America, to proceed with the refund.
We provided the details of the refund via a separate e-mail. Our records show that you collected your full refund on November 27, 2015.
We have also sent you an official letter from Western Union acknowledging the error. You are welcome to present the letter to your mortgage company to clear your credit.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because:I am able to provide enough of the damaged money order (amount, routing, etc.) plus the stub plus the receipt where it was purchased to receive an immediate replacement. Western Union should not be afforded the opportunity to profit from the same transaction twice. (Interest paid by holding my money for 30 to 60 days plus $15 multiplied by thousands?) If West ern Union wants to provide financial services similar to banks, they need to perform. If I walk into a bank with a damaged dollar bill but I do have 75% of that dollar bill, they don't hold it for 30 to 60 days and charge me a fee to do so. They give me a replacement dollar and send me on my merry way. Everybody is happy and life goes on. Western Union has absolutely no reason to hold my money except that they can make a lot more money by doing so and are out nothing. I do not expect resolution from Western Union although the logic behind creating an exception to or a new policy just to handle 'damaged' money orders is 'in-your-face' the right thing to do. [redacted]
Complaint: [redacted]
I am rejecting this response because I have proven and spent additional money to Western Union to assure this is indeed a money order that I purchased. I am totally disgusted with this whole process!
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/03) */
Dear Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed your concern. Western Union does not offer any type of...
purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer service. Our obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipient.
We are unable to comply with your request for a refund. Your funds can only be recovered from the individual who received the funds in this transaction. If you believe you may be a victim of fraud, you should contact your local law enforcement and file a report. As a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as well. Your fraud file report number is XXXXXXX, please provide this to your local law enforcement agency.
Western Union regrets that you were the victim of a scam. Western Union is concerned about consumers and consumer fraud, and has many procedures in place to help combat fraud and increase consumer awareness of scams. Western Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords.
Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com.
If you have any questions, please call our consumer fraud department at X-XXX-XXX-XXXX and ask to speak to a fraud representative.
Sincerely,
Executive Resolutions Group
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. The handling of the case is being revised. Proper coaching/feedback will be provided to the operator/s...
involved, if applicable. We worked with the Money Order team and were able to put a stop payment on the refunds checks. The full refund was provided to you by telephone on February 10, 2016. The funds are available for pick up at a Western Union location. The details of the refund were also provided via e-mail. As a courtesy, the processing fees have been reimbursed.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your refund. 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