Dear Mr. [redacted],This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union apologizes that you found difficulty using this service. According to confirmation received from Western Union Business Solutions (WUBS), on November 22, 2015 you were advised that the recipient’s company has not informed Western Union of any issues with the payment and as per your request the recall process was initiated. To reiterate our previous communication, the Web sites have clear logos and information regarding the services available. We regret any inconvenience this matter may have caused. The call recordings will be reviewed and proper feedback/coaching will be provided to the operators involved, if applicable. When a concern such as this is brought to our attention, we take it very seriously. We appreciate your feedback very much. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/12/04) */
Dear [redacted],
Western Union is responding to your November 17, 2015 complaint to the Revdex.com.
Here are the details of the account:
-You signed up for a recurring plan via the United Auto Website (hosted by Speedpay)...
on April 14, 2014
-The schedule was setup to draft $255 monthly
-As of now, the schedule was disabled per your request on November 19, 2015 by a user at [redacted] and no further charges will be processed.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused.
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. ...
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 [email protected] 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]
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: 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], 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,
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. Our records indicate that your case is being investigated by one of the specialist from our Executive Resolutions team. The investigation has not been completed at this time; however, once...
the final resolution is available, the specialist in charge of your case will provide you with a final response and a proposed resolution. We apologize for the delay and any inconvenience this matter may have caused you. Western Union takes customer service very seriously and the final response will be sent to you under a separate cover once the investigation is completed. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.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
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]
Initial Business Response /* (1000, 4, 2015/06/04) */
Dear [redacted],
[redacted] is writing in response to the complaint received from you through the [redacted]
You indicated in your complaint that you sent a [redacted] transfer to your husband on April 12, 2015, and...
when he visited the [redacted] agency to withdraw the funds he was told that there was no record of a transfer under his name. You then, indicate that you contacted [redacted] customer service and you were told by the representative that the funds were already withdrawn. You advised that your husband did not pick up the funds. You are requesting a prompt resolution. [redacted] has investigated this matter. Our records indicate the following:
On April 12, 2015 at 8:58 PM Eastern Standard Time, you initiated a transfer for $1550.00 to [redacted] in Nigeria.
On April 13, 2015, at 4:08 AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the [redacted], the sender's name, place of origin, and the amount expected.
Our investigation shows that the money transfer was paid correctly. Multiple investigations have been completed and our results remain the same. On April 16, 2015, April 22, 2015, and April 24, 2015. [redacted] sent you a copy of the results of each investigation. [redacted] is committed to protecting the interests of our customers, [redacted] takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed.
[redacted] considers this case as closed.
Kind Regards,
[redacted]
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We are currently still reviewing your complaint and will need additional time to complete the investigation. We have sent you an email, requesting additional information that is necessary...
in order to determine the appropriate follow up. Once we complete our investigation, our findings will be sent to you under a separate cover. We apologize for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your rebuttal to the Revdex.com. Our position in this matter has not changed, therefore we must reiterate. Western Union's Financial Service, Inc.'s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union's services, nor the services of any of our affiliate companies. Western Union considers this case closed. Kind Regards, [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. Money orders, unlike personal checks, cannot have a stop-payment placed on them until the refund check is issued....
Additionally, if a lost/stolen money order is blank, it is like losing cash – the individual in the possession of the money order may cash it or make it out to someone else. You may request a photocopy of the cashed items and provide them to the law enforcement office to assist in their investigation. The photocopy request may take up to 30 days to be completed. If the money orders were completely filled out when they were stolen and the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. The copies of the Money Order Customer Request form and the Forgery Affidavit are attached to our response. Both forms include the instructions for completing and submitting the documentation. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/09/22) */
Dear [redacted]
Western Union is responding to your September 9, 2015 complaint to the Revdex.com.
We have conducted an investigation on August 28, 2015 at 6:11 PM Eastern Standard Time. You initiated a transaction in the...
amount of $115.00 to [redacted] In an effort to protect consumers against fraud and as part of our Anti-Money Laundering, compliance program or similar legal requirements, we have a responsibility to understand our customers' usage. Transfers may be blocked or limited. In adherence with government regulations, consumers may also be required to undergo validation, or may be asked to submit additional documentation to use money transfer services.
Once we verified your transaction, it was released, [redacted] was paid out on August 28, 2015 at 8:54 PM Eastern Standard Time, which is within the Money in Minutes parameters of Western Union thus, no compensation is due, and can be addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
Dear [redacted],
[redacted] is writing in response to the correspondence we received from you dated May 14, 2015, through the [redacted] In your communication, you reported to us that your receiver of a money transfer sent...
via [redacted] with Money Transfer Control Number (MTCN): XXX-XXX-0966 was unable to retrieve his funds.
Our records indicate that your transaction was unavailable due to a known technical error, which has since been identified and resolved. Per your email correspondence on May 30, 2015 you have confirmed that you have successfully received your refund.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] transaction and in using our services. Please feel free to contact me directly, if you have any further concerns.
Kind Regards,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding money transactions sent the beginning of December.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.As you mentioned in your complaint, there were complications sending your money transfer which resulted in the original transaction to be refunded. The money transaction was sent the next day which resulted in a higher exchange rate and fees for sending the transaction at an agent location.Under a separate email, Western Union has agreed to the terms you have requested.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 Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent from an agent location on November 21, 2015. Due to certain security measures,...
additional verification was required. Upon further review, it was confirmed that your daughter's identification details were entered in the transfer instead of yours, therefore the transfer had to be refunded back for you to retry sending the funds with the correct information. The full refund was processed on November 22, 2015, however, the registered address was incomplete and the check could not be delivered.
Our records indicate that the checks were sent to the correct address and that you were able to cash them on January 4, 2016.
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,
Dear Ms. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. To reiterate our previous communication, we contacted you by telephone on January 21, 2016. You authorized your husband to speak with the Executive Resolutions Specialist as he was more aware about the case. Mr. [redacted] confirmed that the transaction history was no longer needed. The call recording was reviewed. We did offer our assistance, however the offer was declined.The transaction history has been sent to your physical address. Please allow 7-10 days for the mailing time.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted],This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union apologizes that you found difficulty using this service. According to confirmation received from Western Union Business Solutions (WUBS), on November 22, 2015 you were advised that the recipient’s company has not informed Western Union of any issues with the payment and as per your request the recall process was initiated. To reiterate our previous communication, the Web sites have clear logos and information regarding the services available. We regret any inconvenience this matter may have caused. The call recordings will be reviewed and proper feedback/coaching will be provided to the operators involved, if applicable. When a concern such as this is brought to our attention, we take it very seriously. We appreciate your feedback very much. Sincerely, Executive Resolutions Group
Initial Business Response /* (1000, 4, 2015/12/04) */
Dear [redacted],
Western Union is responding to your November 17, 2015 complaint to the Revdex.com.
Here are the details of the account:
-You signed up for a recurring plan via the United Auto Website (hosted by Speedpay)...
on April 14, 2014
-The schedule was setup to draft $255 monthly
-As of now, the schedule was disabled per your request on November 19, 2015 by a user at [redacted] and no further charges will be processed.
Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused.
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. ...
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 [email protected] 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]
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: 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], 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,
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. Our records indicate that your case is being investigated by one of the specialist from our Executive Resolutions team. The investigation has not been completed at this time; however, once...
the final resolution is available, the specialist in charge of your case will provide you with a final response and a proposed resolution. We apologize for the delay and any inconvenience this matter may have caused you. Western Union takes customer service very seriously and the final response will be sent to you under a separate cover once the investigation is completed. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.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
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]
Initial Business Response /* (1000, 4, 2015/06/04) */
Dear [redacted],
[redacted] is writing in response to the complaint received from you through the [redacted]
You indicated in your complaint that you sent a [redacted] transfer to your husband on April 12, 2015, and...
when he visited the [redacted] agency to withdraw the funds he was told that there was no record of a transfer under his name. You then, indicate that you contacted [redacted] customer service and you were told by the representative that the funds were already withdrawn. You advised that your husband did not pick up the funds. You are requesting a prompt resolution. [redacted] has investigated this matter. Our records indicate the following:
On April 12, 2015 at 8:58 PM Eastern Standard Time, you initiated a transfer for $1550.00 to [redacted] in Nigeria.
On April 13, 2015, at 4:08 AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the [redacted], the sender's name, place of origin, and the amount expected.
Our investigation shows that the money transfer was paid correctly. Multiple investigations have been completed and our results remain the same. On April 16, 2015, April 22, 2015, and April 24, 2015. [redacted] sent you a copy of the results of each investigation. [redacted] is committed to protecting the interests of our customers, [redacted] takes actions to provide accurate delivery of goods or rendering of service; however, our records show these funds were paid to the receiver you requested. A refund is not available as the funds were paid to the named payee as directed.
[redacted] considers this case as closed.
Kind Regards,
[redacted]
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We are currently still reviewing your complaint and will need additional time to complete the investigation. We have sent you an email, requesting additional information that is necessary...
in order to determine the appropriate follow up. Once we complete our investigation, our findings will be sent to you under a separate cover. We apologize for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your rebuttal to the Revdex.com. Our position in this matter has not changed, therefore we must reiterate. Western Union's Financial Service, Inc.'s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union's services, nor the services of any of our affiliate companies. Western Union considers this case closed. Kind Regards, [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. Money orders, unlike personal checks, cannot have a stop-payment placed on them until the refund check is issued....
Additionally, if a lost/stolen money order is blank, it is like losing cash – the individual in the possession of the money order may cash it or make it out to someone else. You may request a photocopy of the cashed items and provide them to the law enforcement office to assist in their investigation. The photocopy request may take up to 30 days to be completed. If the money orders were completely filled out when they were stolen and the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. The copies of the Money Order Customer Request form and the Forgery Affidavit are attached to our response. Both forms include the instructions for completing and submitting the documentation. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/09/22) */
Dear [redacted]
Western Union is responding to your September 9, 2015 complaint to the Revdex.com.
We have conducted an investigation on August 28, 2015 at 6:11 PM Eastern Standard Time. You initiated a transaction in the...
amount of $115.00 to [redacted] In an effort to protect consumers against fraud and as part of our Anti-Money Laundering, compliance program or similar legal requirements, we have a responsibility to understand our customers' usage. Transfers may be blocked or limited. In adherence with government regulations, consumers may also be required to undergo validation, or may be asked to submit additional documentation to use money transfer services.
Once we verified your transaction, it was released, [redacted] was paid out on August 28, 2015 at 8:54 PM Eastern Standard Time, which is within the Money in Minutes parameters of Western Union thus, no compensation is due, and can be addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/03) */
Dear [redacted],
[redacted] is writing in response to the correspondence we received from you dated May 14, 2015, through the [redacted] In your communication, you reported to us that your receiver of a money transfer sent...
via [redacted] with Money Transfer Control Number (MTCN): XXX-XXX-0966 was unable to retrieve his funds.
Our records indicate that your transaction was unavailable due to a known technical error, which has since been identified and resolved. Per your email correspondence on May 30, 2015 you have confirmed that you have successfully received your refund.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] transaction and in using our services. Please feel free to contact me directly, if you have any further concerns.
Kind Regards,
[redacted]
Dear Mr. [redacted],This is in response to the complaint you filed with the Revdex.com regarding money transactions sent the beginning of December.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.As you mentioned in your complaint, there were complications sending your money transfer which resulted in the original transaction to be refunded. The money transaction was sent the next day which resulted in a higher exchange rate and fees for sending the transaction at an agent location.Under a separate email, Western Union has agreed to the terms you have requested.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 Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent from an agent location on November 21, 2015. Due to certain security measures,...
additional verification was required. Upon further review, it was confirmed that your daughter's identification details were entered in the transfer instead of yours, therefore the transfer had to be refunded back for you to retry sending the funds with the correct information. The full refund was processed on November 22, 2015, however, the registered address was incomplete and the check could not be delivered.
Our records indicate that the checks were sent to the correct address and that you were able to cash them on January 4, 2016.
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
Dear Ms. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. To reiterate our previous communication, we contacted you by telephone on January 21, 2016. You authorized your husband to speak with the Executive Resolutions Specialist as he was more aware about the case. Mr. [redacted] confirmed that the transaction history was no longer needed. The call recording was reviewed. We did offer our assistance, however the offer was declined.The transaction history has been sent to your physical address. Please allow 7-10 days for the mailing time.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group