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]
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, 4, 2015/10/13) */
Dear [redacted],
Western Union is responding to your September 29, 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.
We are sorry to hear that your intended receiver had difficulty in retrieving the funds you sent. We cannot govern how much cash a paying Agent has on hand for payout, as this is at the Agent's discretion.
Our records indicate the funds were paid out to your intended receiver on September 28, 2015, within the expected parameters of Western Unions Money in Minutes Services.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union customer service was the worst experience I ever had with any company. Every single step along this process was met with wrong information and no company responsibility.
Your agents investigated the max payout on Isla Mujeres and told me exactly which agent would cash the transfer - which turned out not true. The only way we were able o complete the transfer was by personally knowing the head of Western Union in Cancun and using his influence to send enough money over to Isla Mujeres to perform the transfer.
In addition, Western Union somehow had my recipient's middle name wrong from that showing on my printed receipt - which once again proved to delay the transfer. All in all, a simple $1500 transfer - that I was told would take minutes - took more than 3 days of worry, misinformation, miscommunication, and refusals.
I believe the proper response from Western Union is to at least - RETURN MY FEES - and apologize for the poor, practically non-existent customer service I experienced.
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, 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]
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], 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
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)
My compensation has been listed I said $50 for my I convenience and gas going back and forth
Complaint Response Date bumped because: Data Base Migration
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]
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]
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
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.In your complaint, you are requesting a refund of late fees of $74.96 each, assessed by your mortgage company. You also stated that for the past 3 months, Equity...
Accelerator has failed to issue payments to the money source on time.Our records indicate that October, November and December 2015 and January 2016 payments have always been sent and cashed on time, as proof of the previously mentioned, October payment was issued on 10/2/2015 and cashed on 10/9/2015 with a check for the amount of $1,858.50. November payment was issued on 11/12/2015 and paid on 11/23/2015 with a check for the amount of $2,793.51, December payment was issue on 12/10/2015 and cashed on 12/16/2015 with a check for the amount of $1,874.06 and January's payment was sent on 1/7/2016 for the amount of $1,874.06, this check was stopped and reissued on 1/27/2016, a Corporate Check was issued to the The Money Source for the amount of $1,874.06.To continue with the investigation, we require you to send us a proof of the late fees charged by LSD. Our system indicates that you have not contacted the Payment Department to update either payee or loan information and the last interaction available on our systems is from 1/27/2017 to change the debit cycle, no documents have been received either.[redacted] values your business and wants to ensure your Equity Accelerator Program is appropriately set up to help assist you with your financial objectives. [redacted] encourages 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.Western Union considers 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]Best regards,The Executive Resolutions Team
Dear Ms. [redacted]: We are writing in response to your complaint submitted to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you had a lost and/or stolen Western Union money order that you requested a refund. You stated that you did not want to pay the refund...
service charge of $15.00 and was upset when you received your money order refund with the $15.00 service charge deducted from the total amount. You stated that it was not legal for us to deduct this amount from your refund. We have investigated this matter, and our records show that we received your money order refund request on January 24, 2018. Unfortunately, you did not include the $15.00 service charge. The service charge is required for Western Union to proceed with all refund requests to cover administrative costs and fees that Western Union is assessed by third-party vendors to complete your request. By signing our Western Union money order refund request documents, you agreed to have the service charge deducted from your total refund amount. We are unable to refund the $15.00 service charge back to you. Please accept our apology for the inconvenience this matter may have caused you. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #[redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team
Complaint: [redacted]
I am rejecting this response because:The person who contacted me from Western Union did not offer any help to rectify the issue. In fact they demanded that I resubmit more information than before and insisted that they could not send me the required records because they could not read my signature. I informed them that I would not send them more information and that I was so upset that not only will I never use Western Union again but would tell everyone who will listen to how incompetent they are and how unwilling they are to assist their customers. I will never ever use Western Union again. They are not customer service oriented!
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.
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
The Money Order department confirmed that they received the necessary...
documentation from you via fax on August 10, 2015. The refund checks were sent to your address on August 17, 2015. Please allow 7-10 days for the mailing time.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the 2 refund checks for the 2 damaged money orders on Saturday, August 22. Thank you.
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Our records indicate that on February 29, 2016 at 11:24 AM Eastern Standard Time you initiated a transaction in the amount of $500.00 plus $8.00 of the service fee to be paid out in [redacted]. On February...
29, 2016 at 11:57 AM Eastern Standard Time a person with an identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. In addition, our investigation confirmed that our agent does not use To Send Money Forms to capture the transaction details from senders. Our agent collects the information verbally to shorten the waiting time for other customers due to the high volume of transactions they process. Unfortunately, there is no record or written document showing that the front-line associate was made aware of the fraud before the transaction was completed. When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, you contacted Western Union on February 29, 2017, at 12:57 PM Easter Standard Time to report fraud and one our representatives filed a fraud report, under case number: [redacted]. Western Union has taken steps to identify the named receiver to block them from receiving or sending Western Union money transfers in the future. Contacting your local authorities will be the next step to take, if you would like to pursue further investigation into your concerns. 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. Please provide the Fraud File # xxxx to your local law enforcement when reporting this incident. Upon receipt of a Subpoena request, Western Union will be able to provide the payment details available in our system. Their request should be sent to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Having considered the matters raised in your complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Therefore, Western Union cannot honor your desired resolution. If you have further questions, do not hesitate to contact us. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 5, 2015/12/16) */
Dear [redacted],
Western Union is responding to your December 7, 2015 complaint to the Revdex.com.
Our records indicate that we refunded this transaction back to you, per your request on December 5, 2015 due to your...
receiver not being able to pick up the transaction. However, we do not see an attempt for pick up by your receiver in our system.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services.
Kind Regards,
[redacted]
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]
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, 4, 2015/10/13) */
Dear [redacted],
Western Union is responding to your September 29, 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.
We are sorry to hear that your intended receiver had difficulty in retrieving the funds you sent. We cannot govern how much cash a paying Agent has on hand for payout, as this is at the Agent's discretion.
Our records indicate the funds were paid out to your intended receiver on September 28, 2015, within the expected parameters of Western Unions Money in Minutes Services.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union customer service was the worst experience I ever had with any company. Every single step along this process was met with wrong information and no company responsibility.
Your agents investigated the max payout on Isla Mujeres and told me exactly which agent would cash the transfer - which turned out not true. The only way we were able o complete the transfer was by personally knowing the head of Western Union in Cancun and using his influence to send enough money over to Isla Mujeres to perform the transfer.
In addition, Western Union somehow had my recipient's middle name wrong from that showing on my printed receipt - which once again proved to delay the transfer. All in all, a simple $1500 transfer - that I was told would take minutes - took more than 3 days of worry, misinformation, miscommunication, and refusals.
I believe the proper response from Western Union is to at least - RETURN MY FEES - and apologize for the poor, practically non-existent customer service I experienced.
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, 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]
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], 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
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)
My compensation has been listed I said $50 for my I convenience and gas going back and forth
Complaint Response Date bumped because: Data Base Migration
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]
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]
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
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.In your complaint, you are requesting a refund of late fees of $74.96 each, assessed by your mortgage company. You also stated that for the past 3 months, Equity...
Accelerator has failed to issue payments to the money source on time.Our records indicate that October, November and December 2015 and January 2016 payments have always been sent and cashed on time, as proof of the previously mentioned, October payment was issued on 10/2/2015 and cashed on 10/9/2015 with a check for the amount of $1,858.50. November payment was issued on 11/12/2015 and paid on 11/23/2015 with a check for the amount of $2,793.51, December payment was issue on 12/10/2015 and cashed on 12/16/2015 with a check for the amount of $1,874.06 and January's payment was sent on 1/7/2016 for the amount of $1,874.06, this check was stopped and reissued on 1/27/2016, a Corporate Check was issued to the The Money Source for the amount of $1,874.06.To continue with the investigation, we require you to send us a proof of the late fees charged by LSD. Our system indicates that you have not contacted the Payment Department to update either payee or loan information and the last interaction available on our systems is from 1/27/2017 to change the debit cycle, no documents have been received either.[redacted] values your business and wants to ensure your Equity Accelerator Program is appropriately set up to help assist you with your financial objectives. [redacted] encourages 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.Western Union considers 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]Best regards,The Executive Resolutions Team
Dear Ms. [redacted]: We are writing in response to your complaint submitted to the Revdex.com (Revdex.com). In your complaint, you expressed concern that you had a lost and/or stolen Western Union money order that you requested a refund. You stated that you did not want to pay the refund...
service charge of $15.00 and was upset when you received your money order refund with the $15.00 service charge deducted from the total amount. You stated that it was not legal for us to deduct this amount from your refund. We have investigated this matter, and our records show that we received your money order refund request on January 24, 2018. Unfortunately, you did not include the $15.00 service charge. The service charge is required for Western Union to proceed with all refund requests to cover administrative costs and fees that Western Union is assessed by third-party vendors to complete your request. By signing our Western Union money order refund request documents, you agreed to have the service charge deducted from your total refund amount. We are unable to refund the $15.00 service charge back to you. Please accept our apology for the inconvenience this matter may have caused you. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #[redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team
Complaint: [redacted]
I am rejecting this response because:The person who contacted me from Western Union did not offer any help to rectify the issue. In fact they demanded that I resubmit more information than before and insisted that they could not send me the required records because they could not read my signature. I informed them that I would not send them more information and that I was so upset that not only will I never use Western Union again but would tell everyone who will listen to how incompetent they are and how unwilling they are to assist their customers. I will never ever use Western Union again. They are not customer service oriented!
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
Initial Business Response /* (1000, 5, 2015/08/21) */
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.
The Money Order department confirmed that they received the necessary...
documentation from you via fax on August 10, 2015. The refund checks were sent to your address on August 17, 2015. Please allow 7-10 days for the mailing time.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the 2 refund checks for the 2 damaged money orders on Saturday, August 22. Thank you.
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Our records indicate that on February 29, 2016 at 11:24 AM Eastern Standard Time you initiated a transaction in the amount of $500.00 plus $8.00 of the service fee to be paid out in [redacted]. On February...
29, 2016 at 11:57 AM Eastern Standard Time a person with an identification bearing the name of [redacted] went to an agent location in [redacted] to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. In addition, our investigation confirmed that our agent does not use To Send Money Forms to capture the transaction details from senders. Our agent collects the information verbally to shorten the waiting time for other customers due to the high volume of transactions they process. Unfortunately, there is no record or written document showing that the front-line associate was made aware of the fraud before the transaction was completed. When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, you contacted Western Union on February 29, 2017, at 12:57 PM Easter Standard Time to report fraud and one our representatives filed a fraud report, under case number: [redacted]. Western Union has taken steps to identify the named receiver to block them from receiving or sending Western Union money transfers in the future. Contacting your local authorities will be the next step to take, if you would like to pursue further investigation into your concerns. 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. Please provide the Fraud File # xxxx to your local law enforcement when reporting this incident. Upon receipt of a Subpoena request, Western Union will be able to provide the payment details available in our system. Their request should be sent to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Having considered the matters raised in your complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Therefore, Western Union cannot honor your desired resolution. If you have further questions, do not hesitate to contact us. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 5, 2015/12/16) */
Dear [redacted],
Western Union is responding to your December 7, 2015 complaint to the Revdex.com.
Our records indicate that we refunded this transaction back to you, per your request on December 5, 2015 due to your...
receiver not being able to pick up the transaction. However, we do not see an attempt for pick up by your receiver in our system.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services.
Kind Regards,
[redacted]