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.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.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,Executive Resolution Team
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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.We have investigated your claim several times. Our position has not changed in this matter. The results are that the transaction shows as paid correctly.Our policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transfer. In addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number, all of which are details known only by the receiver of the money transfer.If you should desire additional documentation regarding the recipient (i.e. unmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy laws. 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 aforementioned request can be submitted by law enforcement via the following channels:[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.
Complaint: [redacted]
I am rejecting this response because:I am writing to let you know that I still have not received my check from Western Union.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/07) */
Dear [redacted],
Western Union is responding to your July 16, 2015 complaint to the Revdex.com.
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]@westernunion.com so that I may assist you with resolving your concern.
Kind Regards,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Our records indicate that...
on August 15, 2016, a transaction was recorded under your name for the amount of $ 1,959.68. Please know that the Direct to Bank department confirmed that the reversal request was successful, and we have a refund available for you for the full amount. The details of the refund information have been provided to you via separate cover. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/09/10) */
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 contacted you via telephone and e-mail on September 10, 2015, and provided the...
instructions on how to proceed with your money order refund request. You acknowledged the receipt of our e-mail and informed us that you will be providing the necessary documentation on Monday, September 14, 2015 for processing.
There are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money Order. Our fee was simply established to help Western Union recover some of the costs as not all work is automated. This fee is similar to the fee any financial institution would require. The current non-refundable Money Order tracing/refund request fee is $15.00, unless otherwise stated on the back of your purchaser's receipt.
We have informed you that as a one-time courtesy we will waive the processing fee.
We have shared the Executive Resolutions direct contact information to complete the request.
We appreciate your understanding.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted], Western Union is writing in response to the complaint you filed with the Revdex.com. Per our phone conversation today, I am sending you a one time Good Will Concession for the fee in regards to Money Transfer Control Number XXX-XXX-[redacted]. We...
sincerely apologize for your overall experience and for the struggles you faced interacting with our operators over the phone. 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. The details of your refund have been sent to you under separate cover for privacy and security purposes and it is available to you at any Western Union agent location in California. Please be ready to provide the Money Transfer Control Number (MTCN) and a valid government issues ID to the agent for pay out. Best Regards, Lisa D B[redacted] Executive Resolutions Team Executive Resolutions Specialist 12500 East Belford Avenue Englewood, Colorado 80112 (732) 694-2131
Dear Mr. [redacted],This is in response to the rebuttal to a complaint you filed with the Revdex.com. To reiterate our previous communication, the transaction was declined as the WU Pay instructions were not followed and a business account as the payment method was used instead.The Web site (www.westernunion.com) does warn that the first and last names on your Western Union profile must match the names on your bank account. If they don't match exactly, your transaction could be rejected. The following are the instructions to fund the WU Pay Money Transfer: 1. Log in to your bank's web site to pay your bill. 2. Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay.
[redacted]
[redacted]
[redacted] 3. Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed. Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.The refund check was sent to your physical address on February 2, 2016. Please allow 7-10 days for the mailing time.We have reported your concern regarding receiving constant automatic notifications via e-mail.Quality service to our consumers is our primary concern at Western Union. Our 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 regret any inconvenience this matter may have 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
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]
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]
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
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: My bank did complete a charge-back, which is listed in the documents provided previously. I also provided the documentation showing the conversation from a Western Union Rep stating that the charge was not taken from my bank account. Which is also untrue. I have provided all the documentation that I have. Western Union is stating that the funds were never paid, when my bank statement clearly shows that it was. Then I am being told to continuously request a charge-back from my bank when they have already done this. It's alright, I have already been in contact with the [redacted] about this issue. I am also aware that this company has been proven to be apart of money laundering and to practice deceptive and misleading conduct.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/09/02) */
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 the transaction that you indicated on your complaint. We...
noticed that you are not the sender of the transfer. We have verified with the corresponding groups that the correct procedures to approve and payout the transaction were followed. The results of the investigation have already been sent to the sender/owner of the money transfer.
Unfortunately, because you are not the sender of the transaction additional information about the transfer could not be provided.
We regret any inconvenience this matter has caused.
Sincerely,
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. After additional review, our position on this matter has not changed: Our records indicate that Western Union has transmitted your transfer to [redacted]’s; however, the name of the bank on the statement provided is listed as [redacted]. It appears that [redacted]’s may be the processor of the payment for the payee’s bank. In order to locate and credit the funds, Western Union has obtained a Payment Confirmation, which was sent to you via e-mail on May 5, 2016. Please contact [redacted]’s and provide them with the Payment Confirmation. At this time, Western Union has fulfilled its contractual obligation and we would be unable to assist further in this matter – the issue will need to be addressed by [redacted]’s. At this time, Western Union considers this case closed and resolved. Any further disputes will need to be submitted directly to [redacted]’s. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union cannot refund a Money Order check that has already been cashed. We are required to investigate and confirm with the Bank Of...
First Deposit (BOFD) if the correct procedures to cash the check have been followed before a refund can be processed. Western Union does not guarantee that the payment will be recovered from the BOFD. Western Union will be acting on your behalf to collect the funds from the BOFD. The Forgery Department will keep you posted and copied on all correspondence received back from the bank. To reiterate our previous communication, the Western Union Forgery Department has no power to influence the investigation process once the claim is submitted to the BOFD. The length of time that it takes for the BOFD to resolve each case varies by institution. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Revdex.com:
My bank took care of this issue
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.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.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,Executive Resolution Team
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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.We have investigated your claim several times. Our position has not changed in this matter. The results are that the transaction shows as paid correctly.Our policy and procedures require that the recipient of a money transfer provide a government issued photo ID when collecting a money transfer. In addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number, all of which are details known only by the receiver of the money transfer.If you should desire additional documentation regarding the recipient (i.e. unmasked, signed Receive Form and ID details) and the agent location, this request can only be honored with a validly issued and served subpoena according to consumer protection and privacy laws. 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 aforementioned request can be submitted by law enforcement via the following channels:[redacted]
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.
Complaint: [redacted]
I am rejecting this response because:I am writing to let you know that I still have not received my check from Western Union.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/07) */
Dear [redacted],
Western Union is responding to your July 16, 2015 complaint to the Revdex.com.
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]@westernunion.com so that I may assist you with resolving your concern.
Kind Regards,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Our records indicate that...
on August 15, 2016, a transaction was recorded under your name for the amount of $ 1,959.68. Please know that the Direct to Bank department confirmed that the reversal request was successful, and we have a refund available for you for the full amount. The details of the refund information have been provided to you via separate cover. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry. Sincerely, Executive Resolutions Department Western Union
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/09/10) */
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 contacted you via telephone and e-mail on September 10, 2015, and provided the...
instructions on how to proceed with your money order refund request. You acknowledged the receipt of our e-mail and informed us that you will be providing the necessary documentation on Monday, September 14, 2015 for processing.
There are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money Order. Our fee was simply established to help Western Union recover some of the costs as not all work is automated. This fee is similar to the fee any financial institution would require. The current non-refundable Money Order tracing/refund request fee is $15.00, unless otherwise stated on the back of your purchaser's receipt.
We have informed you that as a one-time courtesy we will waive the processing fee.
We have shared the Executive Resolutions direct contact information to complete the request.
We appreciate your understanding.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted], Western Union is writing in response to the complaint you filed with the Revdex.com. Per our phone conversation today, I am sending you a one time Good Will Concession for the fee in regards to Money Transfer Control Number XXX-XXX-[redacted]. We...
sincerely apologize for your overall experience and for the struggles you faced interacting with our operators over the phone. 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. The details of your refund have been sent to you under separate cover for privacy and security purposes and it is available to you at any Western Union agent location in California. Please be ready to provide the Money Transfer Control Number (MTCN) and a valid government issues ID to the agent for pay out. Best Regards, Lisa D B[redacted] Executive Resolutions Team Executive Resolutions Specialist 12500 East Belford Avenue Englewood, Colorado 80112 (732) 694-2131
Dear Mr. [redacted],This is in response to the rebuttal to a complaint you filed with the Revdex.com. To reiterate our previous communication, the transaction was declined as the WU Pay instructions were not followed and a business account as the payment method was used instead.The Web site (www.westernunion.com) does warn that the first and last names on your Western Union profile must match the names on your bank account. If they don't match exactly, your transaction could be rejected. The following are the instructions to fund the WU Pay Money Transfer: 1. Log in to your bank's web site to pay your bill. 2. Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay.
[redacted]
[redacted]
[redacted] 3. Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed. Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.The refund check was sent to your physical address on February 2, 2016. Please allow 7-10 days for the mailing time.We have reported your concern regarding receiving constant automatic notifications via e-mail.Quality service to our consumers is our primary concern at Western Union. Our 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 regret any inconvenience this matter may have 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
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]
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]
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
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: My bank did complete a charge-back, which is listed in the documents provided previously. I also provided the documentation showing the conversation from a Western Union Rep stating that the charge was not taken from my bank account. Which is also untrue. I have provided all the documentation that I have. Western Union is stating that the funds were never paid, when my bank statement clearly shows that it was. Then I am being told to continuously request a charge-back from my bank when they have already done this. It's alright, I have already been in contact with the [redacted] about this issue. I am also aware that this company has been proven to be apart of money laundering and to practice deceptive and misleading conduct.
Sincerely,
[redacted]
Initial Business Response /* (1000, 4, 2015/09/02) */
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 the transaction that you indicated on your complaint. We...
noticed that you are not the sender of the transfer. We have verified with the corresponding groups that the correct procedures to approve and payout the transaction were followed. The results of the investigation have already been sent to the sender/owner of the money transfer.
Unfortunately, because you are not the sender of the transaction additional information about the transfer could not be provided.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. After additional review, our position on this matter has not changed: Our records indicate that Western Union has transmitted your transfer to [redacted]’s; however, the name of the bank on the statement provided is listed as [redacted]. It appears that [redacted]’s may be the processor of the payment for the payee’s bank. In order to locate and credit the funds, Western Union has obtained a Payment Confirmation, which was sent to you via e-mail on May 5, 2016. Please contact [redacted]’s and provide them with the Payment Confirmation. At this time, Western Union has fulfilled its contractual obligation and we would be unable to assist further in this matter – the issue will need to be addressed by [redacted]’s. At this time, Western Union considers this case closed and resolved. Any further disputes will need to be submitted directly to [redacted]’s. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union cannot refund a Money Order check that has already been cashed. We are required to investigate and confirm with the Bank Of...
First Deposit (BOFD) if the correct procedures to cash the check have been followed before a refund can be processed. Western Union does not guarantee that the payment will be recovered from the BOFD. Western Union will be acting on your behalf to collect the funds from the BOFD. The Forgery Department will keep you posted and copied on all correspondence received back from the bank. To reiterate our previous communication, the Western Union Forgery Department has no power to influence the investigation process once the claim is submitted to the BOFD. The length of time that it takes for the BOFD to resolve each case varies by institution. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group