Initial Business Response /* (1000, 4, 2015/08/18) */
Dear [redacted],
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you attempted to send on August, 7, 2015, using the Telephone Money Transfer (TMT) service. 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.
On your complaint you mentioned that you attempted to send funds online. We were unable to find any attempts made through our Web site, however, we did find attempts made through our Telephone Money Transfer (TMT) service. We confirmed that you were able to send funds at a Western Union location.
As a courtesy Western Union would like to provide you with a free promotion code to use when sending a money transfer transaction. This code will cover your fees on your next Western Union money transfer. This promotion code was sent to you via separate e-mail.
We regret any inconvenience this matter has 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.
Initial Business Response /* (1000, 4, 2015/07/15) */
Dear [redacted],
Western Union is responding to your June 26, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Please be advised that in order for us to proceed with a refund, we will require the completed Change of Address letter and copy of your valid government issued ID, that our Correspondence department requested of you, as you have informed us that you have a new address. Once we receive the requested documents and they are verified, we will proceed with your refund.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like Western Union to reissue the letter with instructions of how to send them my "change of address" documentation so I can follow up with them.
I am sure it is not as easy as walking into a store with a check stub.
Final Business Response /* (4000, 8, 2015/08/03) */
Dear [redacted],
Western Union is responding to your July 20, 2015 rebuttal to the Revdex.com.
As you have requested, we have sent to you under separate cover for privacy and security purposes a copy of the Change of Address instruction letter that was sent to you on June 19, 2015. Please follow the instructions as set forth in the letter so that we may assist you.
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. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you, as soon as they are made available. Western Union is working diligently to conclude our investigation with the agency in question and will communicate with you as soon as we receive additional information regarding this matter. Kind Regards, [redacted]
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 reviewed the transaction that you sent on April 2, 2016. Due to an internal technical glitch, the system put the transfer on hold....
The transaction was successfully picked up by the intended recipient on April 5, 2016. As a courtesy, your MYWU account has been awarded with 300 points. The points can be used to cover the fees on your next two transactions.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced. 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
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 Mr. [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 Money Transfer service is designed for people to send money to people they know and should not be used to send money to...
unknown parties. 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. Western Union is not permitted to provide information about a receiver without a subpoena.Unfortunately, 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 [redacted], please provide this to your local law enforcement agency.The receiver showed up at the specified destination holding the details of the transfer. If your local law enforcement requires documentation from Western Union (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc.Attn: Custodian of Records12500 E. Belford Avenue, M21A2Englewood, CO 80112 Western Union values your business. We closely monitor the use of our money transfer services by our consumers to comply with industry standards and regulations. In this case we will need some additional information from you to proceed with the reinstatement request. Kindly follow the instructions that are included in the KYC questionnaire, here attached.The Compliance department will only be able to perform the review if all information is complete and all supporting documents are provided.Please also note that the Compliance team may need to contact you for additional information before a final decision can be made. All documents received will remain confidential and will only be used for Western Union internal purposes. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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
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: i do not agreed with the decision made by western union I have called serval western union in Ghana. African bank,[redacted], [redacted] bank. they advice me to contact western union in the netherland to provide the bank code, the singnature of the person,date of birth,photograph of the person, and bank adress
Sincerely,
[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
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.
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], 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: 11597515
I am rejecting this response because: I did finally receive the refund check today. However, when I presented it to [redacted] bank, the bank your check was written on, they refused to cash it, stating there were insufficient funds. I called your customer service line and spoke to a number of customer service reps and supervisors, all who told me the check was good. I explained, over and over again, that I had taken the check to the bank and there were not sufficient funds to cash the check. I called the number on the Revdex.com site and was told the same thing. I was then told I should take it to a check cashing place. AHA! Of course, now I needed to pay EVEN MORE than the $15 I was already charged for this Money Order to be replaced. I took it to a place that cashed checks and is a Western Union agent. The person who helped me was completely unsurprised that I had such a horrible experience with your company. The amount of money you must make off of people who purchase smaller money orders and, through no fault of their own, have them lost or damaged must be STAGGERING. Really, really awful service. Western Union should be ashamed of itself. Your own bank won't cash your checks.
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 customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted] so that I may assist you with resolving your concern.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted] Tell us why here...
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that on February 01, 2018 you initiated a Western Union money transfer from the United States to South Africa via Money Transfer...
Control Number (MTCN) [redacted] We have reviewed your concerns and Western Union has 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. 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 #: 24310360. You may also email us at [email protected]. Sincerely, Executive Resolutions Department Western Union
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 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
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 [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Due to a system error, the refund requests were not processed. Upon further investigating this matter, it...
was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. Our records show that the issue has been resolved and a full refund was processed on August 2, 2016. The funds were sent to the account that was used to fund the transfer. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards,
Initial Business Response /* (1000, 4, 2015/08/18) */
Dear [redacted],
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you attempted to send on August, 7, 2015, using the Telephone Money Transfer (TMT) service. 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.
On your complaint you mentioned that you attempted to send funds online. We were unable to find any attempts made through our Web site, however, we did find attempts made through our Telephone Money Transfer (TMT) service. We confirmed that you were able to send funds at a Western Union location.
As a courtesy Western Union would like to provide you with a free promotion code to use when sending a money transfer transaction. This code will cover your fees on your next Western Union money transfer. This promotion code was sent to you via separate e-mail.
We regret any inconvenience this matter has 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 Group
Initial Business Response /* (1000, 4, 2015/07/15) */
Dear [redacted],
Western Union is responding to your June 26, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Please be advised that in order for us to proceed with a refund, we will require the completed Change of Address letter and copy of your valid government issued ID, that our Correspondence department requested of you, as you have informed us that you have a new address. Once we receive the requested documents and they are verified, we will proceed with your refund.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like Western Union to reissue the letter with instructions of how to send them my "change of address" documentation so I can follow up with them.
I am sure it is not as easy as walking into a store with a check stub.
Final Business Response /* (4000, 8, 2015/08/03) */
Dear [redacted],
Western Union is responding to your July 20, 2015 rebuttal to the Revdex.com.
As you have requested, we have sent to you under separate cover for privacy and security purposes a copy of the Change of Address instruction letter that was sent to you on June 19, 2015. Please follow the instructions as set forth in the letter so that we may assist you.
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. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you, as soon as they are made available. Western Union is working diligently to conclude our investigation with the agency in question and will communicate with you as soon as we receive additional information regarding this matter. Kind Regards, [redacted]
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 reviewed the transaction that you sent on April 2, 2016. Due to an internal technical glitch, the system put the transfer on hold....
The transaction was successfully picked up by the intended recipient on April 5, 2016. As a courtesy, your MYWU account has been awarded with 300 points. The points can be used to cover the fees on your next two transactions.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced. 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
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 Mr. [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 Money Transfer service is designed for people to send money to people they know and should not be used to send money to...
unknown parties. 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. Western Union is not permitted to provide information about a receiver without a subpoena.Unfortunately, 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 [redacted], please provide this to your local law enforcement agency.The receiver showed up at the specified destination holding the details of the transfer. If your local law enforcement requires documentation from Western Union (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc.Attn: Custodian of Records12500 E. Belford Avenue, M21A2Englewood, CO 80112 Western Union values your business. We closely monitor the use of our money transfer services by our consumers to comply with industry standards and regulations. In this case we will need some additional information from you to proceed with the reinstatement request. Kindly follow the instructions that are included in the KYC questionnaire, here attached.The Compliance department will only be able to perform the review if all information is complete and all supporting documents are provided.Please also note that the Compliance team may need to contact you for additional information before a final decision can be made. All documents received will remain confidential and will only be used for Western Union internal purposes. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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
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: i do not agreed with the decision made by western union I have called serval western union in Ghana. African bank,[redacted], [redacted] bank. they advice me to contact western union in the netherland to provide the bank code, the singnature of the person,date of birth,photograph of the person, and bank adress
Sincerely,
[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
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
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], 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: 11597515
I am rejecting this response because: I did finally receive the refund check today. However, when I presented it to [redacted] bank, the bank your check was written on, they refused to cash it, stating there were insufficient funds. I called your customer service line and spoke to a number of customer service reps and supervisors, all who told me the check was good. I explained, over and over again, that I had taken the check to the bank and there were not sufficient funds to cash the check. I called the number on the Revdex.com site and was told the same thing. I was then told I should take it to a check cashing place. AHA! Of course, now I needed to pay EVEN MORE than the $15 I was already charged for this Money Order to be replaced. I took it to a place that cashed checks and is a Western Union agent. The person who helped me was completely unsurprised that I had such a horrible experience with your company. The amount of money you must make off of people who purchase smaller money orders and, through no fault of their own, have them lost or damaged must be STAGGERING. Really, really awful service. Western Union should be ashamed of itself. Your own bank won't cash your checks.
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 customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted] so that I may assist you with resolving your concern.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted] Tell us why here...
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that on February 01, 2018 you initiated a Western Union money transfer from the United States to South Africa via Money Transfer...
Control Number (MTCN) [redacted] We have reviewed your concerns and Western Union has 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. 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 #: 24310360. You may also email us at [email protected]. Sincerely, Executive Resolutions Department Western Union
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 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
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 [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Due to a system error, the refund requests were not processed. Upon further investigating this matter, it...
was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. Our records show that the issue has been resolved and a full refund was processed on August 2, 2016. The funds were sent to the account that was used to fund the transfer. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards,