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]
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
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]
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: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]
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
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
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
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, 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]
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.)
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],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 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 your concern. The Money Order department confirmed that the refund check for $45.00 has been sent to the address you specified...
on the forms. Please allow 7-10 days for the mailing time.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 are in the process of reviewing all the call recordings and the proper coaching will be 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
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that on June 26, 2017 at 16:04 PM Eastern Standard Time and on July 30,2017 at 16:07 PM Eastern Standard...
Time; you initiated a transfer in the amount of $380.00 each and paid $9.99 for the fees; both payable to [redacted] Dealer Services.We have reviewed your concerns and Western Union has declined your transactions because they may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at[redacted]for more information.In addition, Western Union made the decision to disallow any of your future transactions through its services; nevertheless, you can request a re-evaluation of this decision by completing the attached form and submitting it to the email:[redacted],along with all the supporting documentation described within the form. Please be aware that the Global Reinstatement Request process takes around 5-7 business days from the moment that the GCR team validates that the form and supporting documents required are complete; any missing information may delay the resolution process.Our records indicate that a refund was processed back to you totaling $399.99 for each transaction on June 26, 2017 and July 31, 2017. Our records show you picked up the refunds on August 11, 2017.Furthermore, on June 26, 2017 and July 31, 2017, our Compliance team attempted to establish contact with you; however, since they were unable to reach you, a voicemail was left with the details of the refunds. On August 11,2017 you contacted us and the refund details were provided to you via telephone.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; thus, Western Union cannot honor your request of additional compensation.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]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 you were refunded on August 1, 2016.To address your request for compensation:Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting[redacted].All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.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 Resolutions Team
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, 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]
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
Revdex.com:
My bank took care of this issue
Sincerely,
[redacted]
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
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]
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: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]
Complaint: [redacted]
I am rejecting this response because:
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
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
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
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, 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]
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.)
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],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 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 your concern. The Money Order department confirmed that the refund check for $45.00 has been sent to the address you specified...
on the forms. Please allow 7-10 days for the mailing time.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 are in the process of reviewing all the call recordings and the proper coaching will be 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
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. Our records indicate that on June 26, 2017 at 16:04 PM Eastern Standard Time and on July 30,2017 at 16:07 PM Eastern Standard...
Time; you initiated a transfer in the amount of $380.00 each and paid $9.99 for the fees; both payable to [redacted] Dealer Services.We have reviewed your concerns and Western Union has declined your transactions because they may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at[redacted]for more information.In addition, Western Union made the decision to disallow any of your future transactions through its services; nevertheless, you can request a re-evaluation of this decision by completing the attached form and submitting it to the email:[redacted],along with all the supporting documentation described within the form. Please be aware that the Global Reinstatement Request process takes around 5-7 business days from the moment that the GCR team validates that the form and supporting documents required are complete; any missing information may delay the resolution process.Our records indicate that a refund was processed back to you totaling $399.99 for each transaction on June 26, 2017 and July 31, 2017. Our records show you picked up the refunds on August 11, 2017.Furthermore, on June 26, 2017 and July 31, 2017, our Compliance team attempted to establish contact with you; however, since they were unable to reach you, a voicemail was left with the details of the refunds. On August 11,2017 you contacted us and the refund details were provided to you via telephone.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; thus, Western Union cannot honor your request of additional compensation.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]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 you were refunded on August 1, 2016.To address your request for compensation:Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting[redacted].All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.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 Resolutions Team
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]