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 we received a call from you on May 9, 2017, to discontinue your Western Union Paymap Automatic...
Payment Plan. Your plan was canceled on the same day. If you have any further questions related to your payment plan please contact [redacted]. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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that you contacted [redacted] customer service and you were told by the representative that the funds were already withdrawn.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]
Complaint: [redacted]
I am rejecting this response because: They lied, they got the money July 12th, please see the attached copy of my bank statement. They should deliver the money immediately and not make the receiver wait three days or more for it. They need to honor their business motto if they promise to send money fast, then fast it should be not seven days after
Sincerely,
[redacted]
Dear [redacted]: I am writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that the Western Union Equity Accelerator Program has made mistakes in processing your mortgage payments. You stated that you were notified by your...
mortgage company that payments have been returned as Non-sufficient Funds. According to our records, you enrolled in the Equity Accelerator Program on June 18, 1999. Our records indicate that that October payment was sent by check on September 24, 2015, check #[redacted] and it was returned due to NSF (Non-sufficient funds), probably due to the stop pay submitted on October 16, 2015. A new Corporate Check was issued via overnight on October 16, 2015, check # [redacted], which was cashed on October 20,2015 according to our banking system Northern Trust database. We have provided a program activity statement showing including your debits and the mortgage payments sent to your mortgage servicer. [redacted] values your business and wants to ensure your Equity Accelerator Program is appropriately setup to help assist you with your financial objectives. [redacted] considers this case closed. We encourage you to reach out to one of our customer service representatives at [redacted], from 9am to 9pm Eastern Time, Monday through Friday to further discuss your Program setup. You may also email us at [redacted] and provide the Reference # [redacted]. Sincerely, The Western Union Executive Resolution Team
Complaint: [redacted]
I am rejecting this response because:All they had to do was cancel the money order, and costs $15.00 to do that, then they are not operating in a very efficient way, if I had to stop payment on a check, there is a charge to do that but the difference is "It is My money", I paid $40.00 of my money to them so I expected they would refund the whole amount, it is a rip off and I am just out $15.00, one thing for sure I will never use Western Union again.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 6, 2015 complaint to the [redacted] In your complaint you expressed concern regarding the delay in processing the May 15, 2015 money transfer in the amount of $200.00...
from[redacted] Control Number XXX-XXX-8833.
Per our correspondence with you on June 25, 2015. We have identified a payment processing issue which has been corrected on the [redacted] side on May 15, 2015 and this payment was applied to your 123 Rewards account on June 3, 2015. We removed the fees that were incurred as a result of the issue. We will not be issuing a refund for the principle amount, as the funds posted correctly and a letter was sent to you to inform you of the delay in posting.
We sincerely apologize for any inconvenience you have experienced with the specified [redacted] 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 [redacted] a global leader in the money transfer industry.
Kind Regards,
[redacted]
Dear Mr. **, 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 transaction was rejected by the bank because the receiver’s identification number was not input and...
the bank account name needed to be in Chinese. Due to an internal technical issue, the electronic refund was delayed. We contacted you by telephone and sent you the details of your refund via e-mail on July 28, 2016. We provided different agent location options for you to visit. The refund was successfully collected on July 29, 2016. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted],This is in response to 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
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 [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that we sent your requested transaction history report to you on March 31, 2016. We have resent it to you under separate cover for security and privacy purposes. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction history 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, 2015/04/21) */
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 need to obtain information from you, we have requested a bank statement from you, per our email correspondence you have declined to comply with this request. We need the bank statement to include the name and contact information for the bank, as well as account number. We understand the need for security, and you may black out information that does not pertain to our request. We have also corresponded with an encrypted email to assist you with security. We will need this information from you before we will be able to determine how to proceed.
My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled.
Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable. When identified, we can provide specific feedback to individual operators. If by chance you'd like to share any additional information that could help us identify the operator, please feel free to contact me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
Best 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 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 your bank account was never charged for the transaction in question. If your records indicate otherwise, please provide us with your bank statement dated April 21, 2017 to the present for further investigation.Kind Regards,Executive Resolution Team
Initial Business Response /* (1000, 10, 2015/12/22) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent on December 3, 2015. The transaction hit a security filter and additional...
verification from the receiver was required. According to confirmation received in your complaint and also based on our recent telephone conversation you requested a refund. Western Union proceeded with the full refund of the transfer on December 4, 2015.
As part of the payout process, the agents are required to verify the identity of the receivers to ensure that it matches with the details of the transfers. Unfortunately you currently do not possess a valid photo ID. We have submitted an overnight check request that will be sent to the address on file which you also verified over the phone on December 22, 2015.
We regret any inconvenience this matter may have caused.
Sincerely,
Initial Business Response /* (1000, 9, 2015/11/15) */
Dear [redacted]
Western Union is responding to your October 21, 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.
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.
Our records indicate that this transaction was canceled, and the funds were not taken from your account.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone.
When identified, we can provide specific feedback to individual operators. If by chance you'd like to share any additional information that could help us identify the operator, please feel free to contact us at the following email address: [redacted]@westernunion.com.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate the following: On April 12, 2016, you sent a transaction using...
our online services; On April 12, 2016, Western Union received the payment authorization and the transaction was made available for payout; On April 12, 2016, the transaction was collected by an individual, who presented a valid photo ID and all of the necessary information to collect the funds; On April 13, 2016, you have contacted our Customer Service Center, stating that you may be a victim of a fraudulent scheme. As the result, the representative has filed a fraud report and you were advised to contact local authorities; On May 5, 2016, Western Union has initiated a Non-Payment Claim (NPC) investigation as you stated that the payees name was misspelled; On May 19, 2016, the NPC investigation was completed and it was determined that the transaction was paid correctly, in accordance with our Terms and Conditions; On June 18, 2016, you have contacted Western Union, asking to re-investigate this matter; On June 23, 2016, a second NPC investigation was completed – all of the available information and documentation was reviewed, and it was determined that the transaction was paid correctly. As stated in the letter sent to you on May 19, 2016: “The money transfer was paid correctly, according to Western Union’s terms and conditions as outlined on the back of the To Send Money form. Western Union is committed to protecting the interests of our customers and can only do so when our system is used properly. Regrettably, your funds can only be recovered from the individual who received the transaction.” If you wish to obtain additional information about the payee or the receiving location, or if you wish to obtain a copy of the documentation used to determine the outcome of the investigation, we would be more than happy to provide it to you. However, we are unable to release the aforementioned information without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoena. The subpoena request can be submitted to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Western Union works frequently with police organizations around the world but it’s important to note that our role is not law enforcement and there are inherent dangers in trying to catch criminals, to both our Agents and customers. Because of this, and the fact that receivers can pick up funds anytime, from a broad number of locations, we cooperate with law enforcement agencies to help in the investigation and prosecution of people who take advantage of our services to commit fraud. At this time, Western Union considers this matter closed. Unless new evidence is presented, we are unable to investigate this matter. Your further recourse will be with the individual who collected the funds – Western Union will not be able to issue a refund as the correct procedures were followed and the transaction was paid to an individual who presented all of the correct information along with a valid photo identification. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just so you know I have stopped using your service. There are just too many problems that can occur that no one at your business want to or have the power to bring to a solution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/26) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed your request with the Money Order department. According to the...
Money Order group, the information that was received was not sufficient to proceed with the refund. It has been informed to you by telephone and e-mail that a letter from the store is required to refund the checks. The letter must indicate that you are the purchaser of the money orders and state your full name and address along with the money order numbers and the official stamp and signature from the agent.
The Executive Resolutions specialist's contact information has been shared with you. We will have the Money Order department proceed with the refunds once the required information has been received.
We regret any inconvenience this matter has caused.
Dear [redacted], Western Union is writing in response to the complaint we received from you dated February 1, 2018 from the Revdex.com. Upon checking, we have already provided the requested transaction history to you on January 17, 2018 based on the information you provided in the Customer Access Request Form. For your immediate reference, we have sent you copies of your Transaction History under separate cover for security and privacy purposes. Please feel free to follow up with me directly if you have any additional questions or concerns. I am available between 7:00 AM and 2:00 PM (U.S.-Mountain Time), Monday through Friday. Best Regards,Lisa D B[redacted]Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112(732) 694-2131
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on November 30, 2015. As you...
mentioned in your complaint, originally, the transfer needed to be reviewed and approved by the Validation team. After the transfer was approved the funds were made available to the receiver. In accordance with compliance regulations, the receiver was required to present government issued identification in order to collect the funds. Our records do not show an attempt by the receiver to collect the funds. We have also reviewed the comments associated with the transfer and the operators did follow the correct procedures.
Your transaction was fully refunded back on December 3, 2015. It should take 3-5 business days for the credit to reflect in your bank account.
Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
As per your request, your Western Union online profile has been deleted.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.
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. Our records indicate that we received a call from you on May 9, 2017, to discontinue your Western Union Paymap Automatic...
Payment Plan. Your plan was canceled on the same day. If you have any further questions related to your payment plan please contact [redacted]. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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]
Complaint: [redacted]
I am rejecting this response because: They lied, they got the money July 12th, please see the attached copy of my bank statement. They should deliver the money immediately and not make the receiver wait three days or more for it. They need to honor their business motto if they promise to send money fast, then fast it should be not seven days after
Sincerely,
[redacted]
Dear [redacted]: I am writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that the Western Union Equity Accelerator Program has made mistakes in processing your mortgage payments. You stated that you were notified by your...
mortgage company that payments have been returned as Non-sufficient Funds. According to our records, you enrolled in the Equity Accelerator Program on June 18, 1999. Our records indicate that that October payment was sent by check on September 24, 2015, check #[redacted] and it was returned due to NSF (Non-sufficient funds), probably due to the stop pay submitted on October 16, 2015. A new Corporate Check was issued via overnight on October 16, 2015, check # [redacted], which was cashed on October 20,2015 according to our banking system Northern Trust database. We have provided a program activity statement showing including your debits and the mortgage payments sent to your mortgage servicer. [redacted] values your business and wants to ensure your Equity Accelerator Program is appropriately setup to help assist you with your financial objectives. [redacted] considers this case closed. We encourage you to reach out to one of our customer service representatives at [redacted], from 9am to 9pm Eastern Time, Monday through Friday to further discuss your Program setup. You may also email us at [redacted] and provide the Reference # [redacted]. Sincerely, The Western Union Executive Resolution Team
Complaint: [redacted]
I am rejecting this response because:All they had to do was cancel the money order, and costs $15.00 to do that, then they are not operating in a very efficient way, if I had to stop payment on a check, there is a charge to do that but the difference is "It is My money", I paid $40.00 of my money to them so I expected they would refund the whole amount, it is a rip off and I am just out $15.00, one thing for sure I will never use Western Union again.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/30) */
Dear [redacted],
[redacted] is responding to your June 6, 2015 complaint to the [redacted] In your complaint you expressed concern regarding the delay in processing the May 15, 2015 money transfer in the amount of $200.00...
from[redacted] Control Number XXX-XXX-8833.
Per our correspondence with you on June 25, 2015. We have identified a payment processing issue which has been corrected on the [redacted] side on May 15, 2015 and this payment was applied to your 123 Rewards account on June 3, 2015. We removed the fees that were incurred as a result of the issue. We will not be issuing a refund for the principle amount, as the funds posted correctly and a letter was sent to you to inform you of the delay in posting.
We sincerely apologize for any inconvenience you have experienced with the specified [redacted] 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 [redacted] a global leader in the money transfer industry.
Kind Regards,
[redacted]
Dear Mr. **, 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 transaction was rejected by the bank because the receiver’s identification number was not input and...
the bank account name needed to be in Chinese. Due to an internal technical issue, the electronic refund was delayed. We contacted you by telephone and sent you the details of your refund via e-mail on July 28, 2016. We provided different agent location options for you to visit. The refund was successfully collected on July 29, 2016. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted],This is in response to 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
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 [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that we sent your requested transaction history report to you on March 31, 2016. We have resent it to you under separate cover for security and privacy purposes. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction history 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, 2015/04/21) */
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 need to obtain information from you, we have requested a bank statement from you, per our email correspondence you have declined to comply with this request. We need the bank statement to include the name and contact information for the bank, as well as account number. We understand the need for security, and you may black out information that does not pertain to our request. We have also corresponded with an encrypted email to assist you with security. We will need this information from you before we will be able to determine how to proceed.
My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled.
Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable. When identified, we can provide specific feedback to individual operators. If by chance you'd like to share any additional information that could help us identify the operator, please feel free to contact me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
Best 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 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 your bank account was never charged for the transaction in question. If your records indicate otherwise, please provide us with your bank statement dated April 21, 2017 to the present for further investigation.Kind Regards,Executive Resolution Team
Initial Business Response /* (1000, 10, 2015/12/22) */
Dear Mr. [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent on December 3, 2015. The transaction hit a security filter and additional...
verification from the receiver was required. According to confirmation received in your complaint and also based on our recent telephone conversation you requested a refund. Western Union proceeded with the full refund of the transfer on December 4, 2015.
As part of the payout process, the agents are required to verify the identity of the receivers to ensure that it matches with the details of the transfers. Unfortunately you currently do not possess a valid photo ID. We have submitted an overnight check request that will be sent to the address on file which you also verified over the phone on December 22, 2015.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Business Response /* (1000, 9, 2015/11/15) */
Dear [redacted]
Western Union is responding to your October 21, 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.
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.
Our records indicate that this transaction was canceled, and the funds were not taken from your account.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone.
When identified, we can provide specific feedback to individual operators. If by chance you'd like to share any additional information that could help us identify the operator, please feel free to contact us at the following email address: [redacted]@westernunion.com.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records indicate the following: On April 12, 2016, you sent a transaction using...
our online services; On April 12, 2016, Western Union received the payment authorization and the transaction was made available for payout; On April 12, 2016, the transaction was collected by an individual, who presented a valid photo ID and all of the necessary information to collect the funds; On April 13, 2016, you have contacted our Customer Service Center, stating that you may be a victim of a fraudulent scheme. As the result, the representative has filed a fraud report and you were advised to contact local authorities; On May 5, 2016, Western Union has initiated a Non-Payment Claim (NPC) investigation as you stated that the payees name was misspelled; On May 19, 2016, the NPC investigation was completed and it was determined that the transaction was paid correctly, in accordance with our Terms and Conditions; On June 18, 2016, you have contacted Western Union, asking to re-investigate this matter; On June 23, 2016, a second NPC investigation was completed – all of the available information and documentation was reviewed, and it was determined that the transaction was paid correctly. As stated in the letter sent to you on May 19, 2016: “The money transfer was paid correctly, according to Western Union’s terms and conditions as outlined on the back of the To Send Money form. Western Union is committed to protecting the interests of our customers and can only do so when our system is used properly. Regrettably, your funds can only be recovered from the individual who received the transaction.” If you wish to obtain additional information about the payee or the receiving location, or if you wish to obtain a copy of the documentation used to determine the outcome of the investigation, we would be more than happy to provide it to you. However, we are unable to release the aforementioned information without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation and will provide any relevant information regarding your case upon receipt of a subpoena. The subpoena request can be submitted to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Western Union works frequently with police organizations around the world but it’s important to note that our role is not law enforcement and there are inherent dangers in trying to catch criminals, to both our Agents and customers. Because of this, and the fact that receivers can pick up funds anytime, from a broad number of locations, we cooperate with law enforcement agencies to help in the investigation and prosecution of people who take advantage of our services to commit fraud. At this time, Western Union considers this matter closed. Unless new evidence is presented, we are unable to investigate this matter. Your further recourse will be with the individual who collected the funds – Western Union will not be able to issue a refund as the correct procedures were followed and the transaction was paid to an individual who presented all of the correct information along with a valid photo identification. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just so you know I have stopped using your service. There are just too many problems that can occur that no one at your business want to or have the power to bring to a solution.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/11/26) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed your request with the Money Order department. According to the...
Money Order group, the information that was received was not sufficient to proceed with the refund. It has been informed to you by telephone and e-mail that a letter from the store is required to refund the checks. The letter must indicate that you are the purchaser of the money orders and state your full name and address along with the money order numbers and the official stamp and signature from the agent.
The Executive Resolutions specialist's contact information has been shared with you. We will have the Money Order department proceed with the refunds once the required information has been received.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Dear [redacted], Western Union is writing in response to the complaint we received from you dated February 1, 2018 from the Revdex.com. Upon checking, we have already provided the requested transaction history to you on January 17, 2018 based on the information you provided in the Customer Access Request Form. For your immediate reference, we have sent you copies of your Transaction History under separate cover for security and privacy purposes. Please feel free to follow up with me directly if you have any additional questions or concerns. I am available between 7:00 AM and 2:00 PM (U.S.-Mountain Time), Monday through Friday. Best Regards,Lisa D B[redacted]Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112(732) 694-2131
Initial Business Response /* (1000, 4, 2015/12/16) */
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 on November 30, 2015. As you...
mentioned in your complaint, originally, the transfer needed to be reviewed and approved by the Validation team. After the transfer was approved the funds were made available to the receiver. In accordance with compliance regulations, the receiver was required to present government issued identification in order to collect the funds. Our records do not show an attempt by the receiver to collect the funds. We have also reviewed the comments associated with the transfer and the operators did follow the correct procedures.
Your transaction was fully refunded back on December 3, 2015. It should take 3-5 business days for the credit to reflect in your bank account.
Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
As per your request, your Western Union online profile has been deleted.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My fiancé went to 6 locations and they would not release the money . We made 3 way calls while he was there. Your business is full of [redacted]. Had you reviewed the way you said you would of seen the countless attempts to get this money. I will never use this business again. Try hiring in the US for a call center.