Dear Ms. [redacted]: I am responding to your October 10 complaint filed with the Revdex.com (Revdex.com). In your complaint you expressed concern regarding three Western Union money orders that were stolen from your mailbox back in February 2016. You stated that you have completed all of our...
Western Union documentation to initiate a trace and are still awaiting resolution and reimbursement. Please allow me the opportunity to address your concerns. We began processing your tracer request upon receipt of all forms in good order on June 10, 2016. All claims were paid by the bank of [redacted], and the refund checks for all three money orders were mailed to your address of record on October 11, 2016. In your October 21 email, you acknowledged receipt of all refund checks. The money order trace request is a long process and can take up to 120 days to process. It can take a substantial amount of time to complete, as we are working with third party financial institutions that have their own processing time frames outside of Western Union. We do apologize for the delay and inconvenience this matter has caused you. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ###-###-####, 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 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 you received your refund on July 8, 2016 in the amount of $999.50. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]
Initial Business Response /* (1000, 9, 2015/09/09) */
Dear [redacted],
Western Union is responding to your August 19, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Based on our research, the only transaction we found that you used a promo code for was Money Transfer Control Number XXX-XXX-4194 on May 5, 2015 which you cancelled on May 6, 2015. Since it was not a successful transaction, you do not qualify for the Amazon promotion reward.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true.
I didnt receive my amazon gift cards for promo codes(KXXXX-XXXXXXXXX,kXXXX-XXXXXXXXX) which I had successfully used for transactions which got completed succesfully on May 15 2015, June 2 2015 and June 11 2015.
MCTN : XXXXXXXXXX,XXXXXXXXXX and XXXXXXXXXX
Promo code KXXXX-XXXXXXXXX I used was referred by my friend [redacted] other promo code (kXXXX-XXXXXXXXX) was from wedtern union customer rep because there was lot of delay from western union side in transaction processing .
They failed to keep their promise.I dont see any fault from my side.
Final Business Response /* (4000, 13, 2015/09/24) */
Dear [redacted],
Western Union is responding to your September 21, 2015 rebuttal to the Revdex.com.
Our position in this matter has not changed, explanation of decision is as follows:
Promo code KXXXX-XXXXXXXXX was sent to [redacted]@XXXXXXX.com on May 5, 2015 based on the referral from friend [redacted]@XXXXXXX.com.
The promotional code was entered for MTCN XXX-XXX-4194, however it was never paid out because it was cancelled and refund was sent to you via credit card.
We do not reward transactions that aren't completed.
Western Union considers this case closed.
Kind Regards,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have issued a refund to you for the total amount. It has been paid under your US Bank Account. Please allow 3 to 5 days for this to post to your account. 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] 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 you completed a transaction on May 5, 2017 for $545.00 plus the service fee of $15.00. Please know that...
according to the terms and conditions available in our website, the service and funds availability depends on certain factors including the service selected. You did not choose the option for money in minutes, but instead chose to send the money using your bank account (ACH), with this option your money will be available for pay out in four business days. Our policies are clearly explained in our website so that the customer is clear when they send a transaction. We were able to listen to the call recordings of the conversation you had with our customer service representative on May 8, 2017, during the conversation she explained the process for ACH transaction and confirmed that the funds will be available to your receiver on May 11, 2017. We are not able to honor your request to refund the service fee as we did not identify any lapse in the service provided. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Complaint: [redacted]
I am rejecting this response because:Western Union refuses to accept responsibility for the failure to deliver my money to the right person. Even more serious is their tactic of trying to shift the responsibility for locating and prosecuting the individual to whom Western Union claims they paid my money. It is Western Union's responsibility to locate the person who has duped them and make the duper pay up as well as face legal prosecution. Moreover, it is hard to accept the claim that the money was paid out to anybody at all because Western Union has not provided any evidence such as when (time and date), where in Nigeria (city, bank name and address), signature, and hidden camera picture of the receiver. Where are these details??? And even if these evidence details are available and provided, it is still Western Union's responsibility to recover the money I entrusted to their custody for delivery to my brother who is yet to receive the money. For these obvious reasons I cannot accept Western Union's response to my request for them to meet their contractual undertaking of delivering $1,000.00 to my brother or refunding same to me plus appropriate compensation for the hardship and distress Western Union has caused me and my family.
Sincerely,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding receiving a money transfer.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.Western Union’s records indicate the money transfer ending in [redacted] was paid on January 31, 2017 at 12:33 PM ET.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.Sincerely, Western Union Executive Resolutions Team
Dear Mr. [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 as a courtesy, Western Union refunded a total of $211.40, currently equivalent to 25,836.11 [redacted] to prevent any currency exchange variation from impacting the amount to be paid and make it lower than $25,767.31 - which is the principal amount captured by our agent in [redacted] at the time of send . The Money Transfer Control Number (MTCN) associated to this refund is the same one provided to you in our previous correspondence. In addition, please bear in mind that the refund of the fees was also refunded via a separate MTCN. The details of the MTCNs have been sent under a separate email. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted]Sincerely,The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/22) */
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.
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.
The transfer was supposed to be canceled on the same day that it was recorded. Due to an internal mishandling, there was a delay in the cancelation/refund of the money transfer. The full refund was electronically processed on October 7, 2015.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to 3 different representatives from Western Union and received conflicting answers from each of them. None of the representatives had any authority to resolve the issue and had to pass my problem along to someone else. I consider this to be a complete case of a business not caring about their customer. When I have used Western Union's service in the past, money can be debited from my account almost immediately but it takes Western Union 6 days to return money that should have never been debited in the first place. Their response is nothing more than a form letter.
Final Business Response /* (4000, 8, 2015/11/10) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We acknowledged that due to an internal mishandling the transaction was not canceled on the same day that it was recorded.
Western Union apologizes that your experience was not what you or Western Union desired. We regret any inconvenience this matter may have caused.
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has investigated your complaint, and our records indicate that your Money Order claim was received on September...
1st, 2017 and your processing fee was received on September 29, 2017. A photocopy of the cashed Money Order has been mailed to your mailing address on record. In a separate email we have provided you with a copy of the cashed item. The copy does not show any sign of alteration, and it was cashed at [redacted]. Western Union cannot refund a Money Order check that has already been cashed. If you believe that your Money Order was forged, we are providing you with the required Forgery Claim Forms. Upon receipt of the documentation, Western Union will contact the Bank First Deposit (JP Morgan Chase), for them to investigate and confirm if the correct procedures to cash the check were followed. Furthermore, please be aware that the investigation conducted by the Bank of First Deposit (BOFD) usually takes 90-120 days and the final decision will be determined by them. Western Union cannot influence or expedite the outcome of a forgery investigation. Quality service to our consumer is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while interacting with our Customer Service Representatives. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Group
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. Upon further investigating this matter, we were able to determine that your account is active and there are not blocks...
on the account itself. However, it appears that your account is one of the accounts affected by a known issue. Our web team is currently working on a fix for the issue and, once the fix is created, it will be implemented into the website. At this time, there is no estimate on when the fix is going to be implemented. Until further notice, we recommend to use our retail services. Western Union would like to provide you with fee-free promotion codes ([redacted] and [redacted]) to use when sending a money transfer transaction. The code(s) must be entered exactly as displayed, dash included, in order to be applied correctly. A fee-free promotion code is applicable for our retail locations as well as our Web and Mobile Money Transfer services, as long as the services are enabled in the sending country. In case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed. We are truly sorry 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 me directly. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your rebuttal to the Revdex.com. Per your email correspondence on January 5, 2016 you have confirmed that your issue has been resolved and you have received your refund. If that is not the case we will need you to submit a copy of your bank statement dated December 16, 2015 to the present. Kind Regards, [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:Although, having read the response, it seems that the business in question is running the complaint-show, as well as, the Revdex.com and I am not allowed to reject their response.I was under the impression that the Revdex.com had more teeth. I was apparently mistaken.So, seeing as how I really do not have any available options, everyone else can just roll the dice and take whatever action comes up.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever...
an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that we issued a refund to you on August 2, 2016. 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] This is in response to the complaint you filed through the Revdex.com. Western Union has investigated this matter. Our records indicate that you initiated a transaction on July 4, 2017 for $80.00 plus $5.00 of the service fee and you paid for the transaction using...
your bank account. As indicated in our terms and conditions of service, the date of availability depends on the service and payment method selected, among other factors. In this case, since the transaction was paid using a bank account the timeframe disclosed in our website is 4 business days. Our records show that the funds were available on the date agreed at the time of send. Furthermore, we have listened to the call recordings available; however, we did not identify any lapse in the customer service provided. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 9, 2015/05/01) */
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 have reviewed your transaction and have determined that you will need to contact the sender to correct the information on the transaction you are referring to in your complaint.
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 Business Response /* (1000, 4, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 15, 2015 complaint to the [redacted]
Our records indicate that a fee correction was made for Money Transfer Control Number XXX-XXX-5944 on June 20, 2015. Please be...
advised fees vary by type of service or delivery method.
We value your business and sincerely regret any inconvenience you experienced as a result. In recognition for your valuable feedback, [redacted] would like to provide you a fee-free promotion code for your next money transfer transaction. The code is has been sent to you under separate cover for privacy and security purposes. The code must be entered exactly as displayed, dash included, in order to be applied correctly. Please be aware you will need to inform the agent before your transaction that you have the promotional code as it cannot be input after the transfer has been initiated.
Kind Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: A police report has been filed and there has never been any public notification that my money will not be secured due to the fact that I was unable to write on it before it was stolen. You should update your policy that guarantees insurance to ALL customers. Very disappointing that a company as large as yours that i've spent plenty of money with throughout the years can't even honor a refund request of $606. Just know I will never be using your services again and share this information with all media outlets that are interested in your terrible customer service. I have receipts, police reports, video footage, text messages and even ** messages that proves my money was taken and your companies forgery policy doesn't honor the fact that MY NAME WAS FORGED onto the money order, somehow that's not forgery? Very upset at this "loophole" you're trying to use to keep from refunding my money. Further action will definitely be taken.
Sincerely,
[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 concern. The available call recording confirms that you acknowledged using the incorrect product due to the fact...
that you have two online profiles, one for regular money transfers (MTCN) which have 10 digits, and one Western Union Business Solutions profile which was used to send the transaction ID that you specified. The Web sites and services are different from one another.
We verified that you were able to use the correct product to send funds on December 13, 2015 and confirmed that your receiver was able to collect the funds on the expected date of availability.
We have verified that Western Union is not at fault as the Web sites clearly indicate how the products work. Western Union will not provide for reimbursement of the charges that you have requested.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Initial Business Response /* (1000, 4, 2015/11/27) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the information that was received by Western Union on August...
15, 2015. A separate e-mail with the transaction report was sent to you. We also left a voice message with the Executive Resolution Specialist's contact information. We have included all the transactions available in the system between yourself and the receiver, [redacted]
Western Union apologizes that you found difficulty working with our Customer Support. 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.
We deeply value your relationship with Western Union. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Dear Ms. [redacted]: I am responding to your October 10 complaint filed with the Revdex.com (Revdex.com). In your complaint you expressed concern regarding three Western Union money orders that were stolen from your mailbox back in February 2016. You stated that you have completed all of our...
Western Union documentation to initiate a trace and are still awaiting resolution and reimbursement. Please allow me the opportunity to address your concerns. We began processing your tracer request upon receipt of all forms in good order on June 10, 2016. All claims were paid by the bank of [redacted], and the refund checks for all three money orders were mailed to your address of record on October 11, 2016. In your October 21 email, you acknowledged receipt of all refund checks. The money order trace request is a long process and can take up to 120 days to process. It can take a substantial amount of time to complete, as we are working with third party financial institutions that have their own processing time frames outside of Western Union. We do apologize for the delay and inconvenience this matter has caused you. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at ###-###-####, 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 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 you received your refund on July 8, 2016 in the amount of $999.50. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]
Initial Business Response /* (1000, 9, 2015/09/09) */
Dear [redacted],
Western Union is responding to your August 19, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Based on our research, the only transaction we found that you used a promo code for was Money Transfer Control Number XXX-XXX-4194 on May 5, 2015 which you cancelled on May 6, 2015. Since it was not a successful transaction, you do not qualify for the Amazon promotion reward.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true.
I didnt receive my amazon gift cards for promo codes(KXXXX-XXXXXXXXX,kXXXX-XXXXXXXXX) which I had successfully used for transactions which got completed succesfully on May 15 2015, June 2 2015 and June 11 2015.
MCTN : XXXXXXXXXX,XXXXXXXXXX and XXXXXXXXXX
Promo code KXXXX-XXXXXXXXX I used was referred by my friend [redacted] other promo code (kXXXX-XXXXXXXXX) was from wedtern union customer rep because there was lot of delay from western union side in transaction processing .
They failed to keep their promise.I dont see any fault from my side.
Final Business Response /* (4000, 13, 2015/09/24) */
Dear [redacted],
Western Union is responding to your September 21, 2015 rebuttal to the Revdex.com.
Our position in this matter has not changed, explanation of decision is as follows:
Promo code KXXXX-XXXXXXXXX was sent to [redacted]@XXXXXXX.com on May 5, 2015 based on the referral from friend [redacted]@XXXXXXX.com.
The promotional code was entered for MTCN XXX-XXX-4194, however it was never paid out because it was cancelled and refund was sent to you via credit card.
We do not reward transactions that aren't completed.
Western Union considers this case closed.
Kind Regards,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have issued a refund to you for the total amount. It has been paid under your US Bank Account. Please allow 3 to 5 days for this to post to your account. 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] 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 you completed a transaction on May 5, 2017 for $545.00 plus the service fee of $15.00. Please know that...
according to the terms and conditions available in our website, the service and funds availability depends on certain factors including the service selected. You did not choose the option for money in minutes, but instead chose to send the money using your bank account (ACH), with this option your money will be available for pay out in four business days. Our policies are clearly explained in our website so that the customer is clear when they send a transaction. We were able to listen to the call recordings of the conversation you had with our customer service representative on May 8, 2017, during the conversation she explained the process for ACH transaction and confirmed that the funds will be available to your receiver on May 11, 2017. We are not able to honor your request to refund the service fee as we did not identify any lapse in the service provided. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Complaint: [redacted]
I am rejecting this response because:Western Union refuses to accept responsibility for the failure to deliver my money to the right person. Even more serious is their tactic of trying to shift the responsibility for locating and prosecuting the individual to whom Western Union claims they paid my money. It is Western Union's responsibility to locate the person who has duped them and make the duper pay up as well as face legal prosecution. Moreover, it is hard to accept the claim that the money was paid out to anybody at all because Western Union has not provided any evidence such as when (time and date), where in Nigeria (city, bank name and address), signature, and hidden camera picture of the receiver. Where are these details??? And even if these evidence details are available and provided, it is still Western Union's responsibility to recover the money I entrusted to their custody for delivery to my brother who is yet to receive the money. For these obvious reasons I cannot accept Western Union's response to my request for them to meet their contractual undertaking of delivering $1,000.00 to my brother or refunding same to me plus appropriate compensation for the hardship and distress Western Union has caused me and my family.
Sincerely,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding receiving a money transfer.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.Western Union’s records indicate the money transfer ending in [redacted] was paid on January 31, 2017 at 12:33 PM ET.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.Sincerely, Western Union Executive Resolutions Team
Dear Mr. [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 as a courtesy, Western Union refunded a total of $211.40, currently equivalent to 25,836.11 [redacted] to prevent any currency exchange variation from impacting the amount to be paid and make it lower than $25,767.31 - which is the principal amount captured by our agent in [redacted] at the time of send . The Money Transfer Control Number (MTCN) associated to this refund is the same one provided to you in our previous correspondence. In addition, please bear in mind that the refund of the fees was also refunded via a separate MTCN. The details of the MTCNs have been sent under a separate email. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted]Sincerely,The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/22) */
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.
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.
The transfer was supposed to be canceled on the same day that it was recorded. Due to an internal mishandling, there was a delay in the cancelation/refund of the money transfer. The full refund was electronically processed on October 7, 2015.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to 3 different representatives from Western Union and received conflicting answers from each of them. None of the representatives had any authority to resolve the issue and had to pass my problem along to someone else. I consider this to be a complete case of a business not caring about their customer. When I have used Western Union's service in the past, money can be debited from my account almost immediately but it takes Western Union 6 days to return money that should have never been debited in the first place. Their response is nothing more than a form letter.
Final Business Response /* (4000, 8, 2015/11/10) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We acknowledged that due to an internal mishandling the transaction was not canceled on the same day that it was recorded.
Western Union apologizes that your experience was not what you or Western Union desired. 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. Western Union has investigated your complaint, and our records indicate that your Money Order claim was received on September...
1st, 2017 and your processing fee was received on September 29, 2017. A photocopy of the cashed Money Order has been mailed to your mailing address on record. In a separate email we have provided you with a copy of the cashed item. The copy does not show any sign of alteration, and it was cashed at [redacted]. Western Union cannot refund a Money Order check that has already been cashed. If you believe that your Money Order was forged, we are providing you with the required Forgery Claim Forms. Upon receipt of the documentation, Western Union will contact the Bank First Deposit (JP Morgan Chase), for them to investigate and confirm if the correct procedures to cash the check were followed. Furthermore, please be aware that the investigation conducted by the Bank of First Deposit (BOFD) usually takes 90-120 days and the final decision will be determined by them. Western Union cannot influence or expedite the outcome of a forgery investigation. Quality service to our consumer is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while interacting with our Customer Service Representatives. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Group
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. Upon further investigating this matter, we were able to determine that your account is active and there are not blocks...
on the account itself. However, it appears that your account is one of the accounts affected by a known issue. Our web team is currently working on a fix for the issue and, once the fix is created, it will be implemented into the website. At this time, there is no estimate on when the fix is going to be implemented. Until further notice, we recommend to use our retail services. Western Union would like to provide you with fee-free promotion codes ([redacted] and [redacted]) to use when sending a money transfer transaction. The code(s) must be entered exactly as displayed, dash included, in order to be applied correctly. A fee-free promotion code is applicable for our retail locations as well as our Web and Mobile Money Transfer services, as long as the services are enabled in the sending country. In case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed. We are truly sorry 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 me directly. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your rebuttal to the Revdex.com. Per your email correspondence on January 5, 2016 you have confirmed that your issue has been resolved and you have received your refund. If that is not the case we will need you to submit a copy of your bank statement dated December 16, 2015 to the present. Kind Regards, [redacted] Tell us why here...
Complaint: [redacted]
I am rejecting this response because:Although, having read the response, it seems that the business in question is running the complaint-show, as well as, the Revdex.com and I am not allowed to reject their response.I was under the impression that the Revdex.com had more teeth. I was apparently mistaken.So, seeing as how I really do not have any available options, everyone else can just roll the dice and take whatever action comes up.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever...
an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that we issued a refund to you on August 2, 2016. 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] This is in response to the complaint you filed through the Revdex.com. Western Union has investigated this matter. Our records indicate that you initiated a transaction on July 4, 2017 for $80.00 plus $5.00 of the service fee and you paid for the transaction using...
your bank account. As indicated in our terms and conditions of service, the date of availability depends on the service and payment method selected, among other factors. In this case, since the transaction was paid using a bank account the timeframe disclosed in our website is 4 business days. Our records show that the funds were available on the date agreed at the time of send. Furthermore, we have listened to the call recordings available; however, we did not identify any lapse in the customer service provided. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 9, 2015/05/01) */
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 have reviewed your transaction and have determined that you will need to contact the sender to correct the information on the transaction you are referring to in your complaint.
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 Business Response /* (1000, 4, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 15, 2015 complaint to the [redacted]
Our records indicate that a fee correction was made for Money Transfer Control Number XXX-XXX-5944 on June 20, 2015. Please be...
advised fees vary by type of service or delivery method.
We value your business and sincerely regret any inconvenience you experienced as a result. In recognition for your valuable feedback, [redacted] would like to provide you a fee-free promotion code for your next money transfer transaction. The code is has been sent to you under separate cover for privacy and security purposes. The code must be entered exactly as displayed, dash included, in order to be applied correctly. Please be aware you will need to inform the agent before your transaction that you have the promotional code as it cannot be input after the transfer has been initiated.
Kind Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: A police report has been filed and there has never been any public notification that my money will not be secured due to the fact that I was unable to write on it before it was stolen. You should update your policy that guarantees insurance to ALL customers. Very disappointing that a company as large as yours that i've spent plenty of money with throughout the years can't even honor a refund request of $606. Just know I will never be using your services again and share this information with all media outlets that are interested in your terrible customer service. I have receipts, police reports, video footage, text messages and even ** messages that proves my money was taken and your companies forgery policy doesn't honor the fact that MY NAME WAS FORGED onto the money order, somehow that's not forgery? Very upset at this "loophole" you're trying to use to keep from refunding my money. Further action will definitely be taken.
Sincerely,
[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 concern. The available call recording confirms that you acknowledged using the incorrect product due to the fact...
that you have two online profiles, one for regular money transfers (MTCN) which have 10 digits, and one Western Union Business Solutions profile which was used to send the transaction ID that you specified. The Web sites and services are different from one another.
We verified that you were able to use the correct product to send funds on December 13, 2015 and confirmed that your receiver was able to collect the funds on the expected date of availability.
We have verified that Western Union is not at fault as the Web sites clearly indicate how the products work. Western Union will not provide for reimbursement of the charges that you have requested.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/11/27) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the information that was received by Western Union on August...
15, 2015. A separate e-mail with the transaction report was sent to you. We also left a voice message with the Executive Resolution Specialist's contact information. We have included all the transactions available in the system between yourself and the receiver, [redacted]
Western Union apologizes that you found difficulty working with our Customer Support. 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.
We deeply value your relationship with Western Union. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group