Initial Business Response / [redacted] (1000, 9, 2015/09/18) */ Dear [redacted] , Western Union is responding to your September 9, complaint to the Revdex.com Per our email correspondence on September 16, we will require that you complete the Money Order Affidavit, and return it to us along with the $research fee before we will be able to assist you further To address your request for further compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/10/28) */ Thank you Sean; Unfortunately, I do not find their response acceptable I since have sent them the document and have not heard back from them nor have I received a check Please reopen the case Thank you Best Regards, [redacted] Final Business Response / [redacted] (1000, 23, 2015/11/24) */ Dear [redacted] , Our position has not changed in this matter, the Money Order was paid upon first presentment to the bank on January 20, No refund is dueWe have sent you the details surrounding this transaction under separate cover for privacy and security purposes, with the bank sequence number for your records Western Union considers this case closed Kind Regards, [redacted] Final Consumer Response / [redacted] (2000, 28, 2015/11/25) */ Thank you [redacted] We were actually able to resolve the situation Thank you for all your help Best Regards, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/07/14) */ Dear [redacted] , Western Union is responding to your July 1, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly I need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced After we verified your identity we were able to process the refundAn e-mail was sent to you with the details of the refund along with some suggestions of locations where you can pick it upAlso, the returned fees from the first bank that rejected the checks have been reimbursed Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue Sincerely, Executive Resolutions Group
Dear [redacted] Western Union is writing in response to the rebuttal submitted through the Revdex.com.As stated in our previous response, on July 12, at 7:AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the MTCN, the sender’s name, place of origin, and the amount expectedOur investigation shows that the money transfer was paid correctlyThe department in charge of the investigation of your money transfer, received all the necessary paperwork and was able to confirm that the internal security protocols were followed by the paying agent.The additional information/proofs requested in your rebuttal can be provided upon receipt of a SubpoenaWestern Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as wellThe subpoena request should be sent to the following address:Attn: Custodian of Records [redacted] ***Unfortunately, Western Union is not able to comply with your request for a refundYour funds can only be recovered from the individual who received the fundsYour fraud file number is [redacted] , please provide this number to your local law enforcement agency.We regret any inconvenience this matter may have caused.Executive Resolutions DepartmentWestern Union
Complaint: [redacted] I am rejecting this response because: I have called serval west union bank in Ghana-Accra they said westeren in holland should comfired the bank codein ghana and addre where the money was taken and prove of signature of the person, identy, date of birth Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/18) */ Dear [redacted] , Western Union is responding to your September 8, complaint to the Revdex.com In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines Return the requested documents to [redacted] @westernunion.comUpon receipt of the documents, we will review your information along with your transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform you of our conclusion Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Western Union and I are still "working" on thisThey are not asking me specific questions at allThey are also responding to my requests using both of my email addresses which is confusing me right now because they have me going back and forth with information with themThe last response I have with them is from one of my personal emails, I requested them to ask me more direct questions so I can better be able to submit all of the "documentation" they need and I definitely got a generic response which did not ask me direct questions or even responded to the question I askedIt's almost as though I am dealing with an Artificial Intelligence computer If western union looks at my email accounts, I have submitted all financial information, all proof documents that I have and even gave an explanation why I do not have the information on one of my suppliers (we cut ties so I no longer have their information saved) Please be human Western Union and respond to my emails with actual answers to the questions I am askingOne of my major questions is to ask me direct questions so I can give you a direct responseTelling me to "submit further documentation" does not help meIf you ask me to send you "my financial documentation from my paypal, merchant and personal accounts from May to June 2010" I can do thatStop asking me questions that I cannot understandPlease just ask me direct human answers or change your template so it seems human enough for me to give you information you requestI do not have time for a full back and forth conversation every days Thank you for understanding Final Business Response / [redacted] (4000, 8, 2015/10/14) */ Dear [redacted] , Western Union is responding to your September 24, rebuttal to the Revdex.com Our position in this matter has not changed, we will require the requested documentation to assist you In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines Return the requested documents to [redacted] @westernunion.comUpon receipt of the documents, we will review your information along with your transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform you of our conclusion Western Union considers this case closed Kind Regards, [redacted] ***
Dear [redacted] ,Our position in this matter has not changed, we must reiterate.Per our records, you contacted us on January 15, to advise us that the bank in Germany had the payment and they had not allocated the payment properly, but it had been corrected by the bank and your issue was resolvedWestern Union considers this case closed.Kind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/06/23) */ Dear [redacted] , [redacted] is responding to your June 10, complaint to the [redacted] 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 [redacted] works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraudIn order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limitedA previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately To address your request for compensation: 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 [redacted] 's terms and conditionsSpecifically, [redacted] shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, [redacted] 's terms and conditions specifically state that unless you have obtained a higher liability limit by calling [redacted] 's Customer Service Number and paying an additional fee, neither [redacted] nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like [redacted] considers this case closed Kind Regards, [redacted] ***
Dear [redacted] ,Our position in this matter has not changed, we must reiterate:Our records indicate that this transaction was cancelled due to insufficient funds, no refund is dueYou will need to contact your banking institution for assistance regarding additional charges.Western Union considers this case closed.Kind Regards,Executive Resolution Group
Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the payment that was made to [redacted] ***t (FPL) using an ATM card (real-time debit) through Speedpay on February 26, We confirmed that there were no errors from Western Union’s side because the Web site does provide the option to verify the details of the payment prior to submitting itFrom all the payments that the FPL received through ATM cards, your payment was the only one where an error on the amount was reported.As indicated in your complaint, FPL received the bill payment; therefore, a refund for the difference ($100.60) was processed to your account on March Depending on your bank policies, the credit should reflect in 3-business daysWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Dear [redacted] , Western Union is responding to your complaint to the Revdex.comWestern Union prides itself on delivering a superior customer experienceIt 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 quicklyOur records indicate that you received your refund on January 28, We must advise against using a third parties’ information when sending, to avoid these types of issues in the futureWe sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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,Tell us why here
Dear [redacted] ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your caseWestern Union issued the refund check on June 28, Please allow 7-days for the mailing time.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Your request has been processedPlease allow 7-days for the checks to be delivered to your home address.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear Ms [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our investigation and the results are that we have manually tested the online functionality of imputing four names for a recipient in HondurasWe also verified by recreating your online sessions that you are able to do soAccording to your history of transactions to Honduras, they all appear with the first, middle, and two last names of your recipients and our records do not indicate any request for a change.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 partTherefore, we have not upheld your Complaint.We sincerely apologize for any inconvenience you have experiencedIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/23) */ Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the incident that you have reportedAs you mentioned in your complaint, the first attempt that you initiated on September 9, at 15:53:EST was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsThe second attempt that you made on the same day (using a different payment method) at 21:56:EST was approved and has already been collected by your receiver The request to permanently remove your bank account from Western Union systems has been successfully completed Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue We regret any inconvenience this matter has caused Sincerely, Executive Resolutions Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to clarify that there were total requests that I placedThe first one was declined, the third one was successfulThe second one there is no record of However, this response serves as written validation that there is no open request, and my bank account has been deleted, so I accept this resolution
Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or externalIn order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer serviceA separate e-mail was sent to you directly with instructions on the steps that will need to be followed if you want Western Union to re-evaluate the business decision.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Initial Business Response / [redacted] (1000, 4, 2015/05/18) */ 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 experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly We have investigated your claim and our records indicate that we issued a credit back to your Chase bank card on May 5, per your requestThese types of requests take to business days, to reflect back to your account depending on the banks processing policiesIf your records do not reflect this, we will need a copy of your bank statement dated May to present, so that we may investigate furtherWe recommend that you send this to us by secure means, for privacy purposes The Western Union Pre-Paid program ended effective March 3, The Agent location your receiver attempted to use has a policy, that they only pay out in the form of reloadable Pre-paid card, which is not affiliated with Western Union We apologize, our website does not always reflect the method of payment the agent uses for payoutAgent locations pay out policies do vary, we suggest contacting the chosen location to verify funds availability and pay out policiesWe apologize for the inconvenience to your receiver We have listened to the phone calls you are referring to in your complaint, and we have determined that our Customer Service Representatives provided you with the level of service and respect that we expect from all Western Union employees We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) My response is in two phases: 1) I was NOT treated respectfully or courteous fashion, 1/the time they didn't even speak english or know anything more than what was on their screenI was NOT told it was 3-days I confirmed it was 3, not 4, not 5....but 2) I received my money on the 6th day (saturday)AS promisedHowever, if the Locations on their website says "full service" etc, and NO mention of the restrictions, I merely selected money in minutes, it was money NEVERunless you drive 2+ hours to get itno warning it says "This location has limited services, please call to confirm it will work for your purposes"nothing like that Yes its resolved, but I wanted to note they are very NON-INFORMATIVE on the restrictions and changes to their costly service Thank You Revdex.com for your work, I fully feel w/o it, nothing would have been done on this matterRevdex.com Rocks!
Dear [redacted] Western Union is writing in response to the complaint received from you through the Revdex.com portal Please be aware that we have processed a new refund Money Transfer Control Number (MTCN) for the amount of $ We have sent you the MTCN details via a separate email Please keep in mind that in order to collect the funds you need to present the new MTCN.You can pick up the funds at the nearest Western Union location 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 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 Western Union considered this case closedIf 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 [email protected], The Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/09/10) */ Dear [redacted] Western Union is responding to your August 21, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever 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 youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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 Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed your concernThe available call recording confirms that you acknowledged using the incorrect product due to the fact that you have two online profiles, one for regular money transfers (MTCN) which have digits, and one Western Union Business Solutions profile which was used to send the transaction ID that you specifiedThe Web sites and services are different from one another We verified that you were able to use the correct product to send funds on December 13, and confirmed that your receiver was able to collect the funds on the expected date of availability We have verified that Western Union is not at fault as the Web sites clearly indicate how the products workWestern Union will not provide for reimbursement of the charges that you have requested Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group
Initial Business Response / [redacted] (1000, 9, 2015/09/18) */ Dear [redacted] , Western Union is responding to your September 9, complaint to the Revdex.com Per our email correspondence on September 16, we will require that you complete the Money Order Affidavit, and return it to us along with the $research fee before we will be able to assist you further To address your request for further compensation: Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/10/28) */ Thank you Sean; Unfortunately, I do not find their response acceptable I since have sent them the document and have not heard back from them nor have I received a check Please reopen the case Thank you Best Regards, [redacted] Final Business Response / [redacted] (1000, 23, 2015/11/24) */ Dear [redacted] , Our position has not changed in this matter, the Money Order was paid upon first presentment to the bank on January 20, No refund is dueWe have sent you the details surrounding this transaction under separate cover for privacy and security purposes, with the bank sequence number for your records Western Union considers this case closed Kind Regards, [redacted] Final Consumer Response / [redacted] (2000, 28, 2015/11/25) */ Thank you [redacted] We were actually able to resolve the situation Thank you for all your help Best Regards, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/07/14) */ Dear [redacted] , Western Union is responding to your July 1, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly I need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced After we verified your identity we were able to process the refundAn e-mail was sent to you with the details of the refund along with some suggestions of locations where you can pick it upAlso, the returned fees from the first bank that rejected the checks have been reimbursed Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue Sincerely, Executive Resolutions Group
Dear [redacted] Western Union is writing in response to the rebuttal submitted through the Revdex.com.As stated in our previous response, on July 12, at 7:AM Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in Nigeria, and provided the MTCN, the sender’s name, place of origin, and the amount expectedOur investigation shows that the money transfer was paid correctlyThe department in charge of the investigation of your money transfer, received all the necessary paperwork and was able to confirm that the internal security protocols were followed by the paying agent.The additional information/proofs requested in your rebuttal can be provided upon receipt of a SubpoenaWestern Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as wellThe subpoena request should be sent to the following address:Attn: Custodian of Records [redacted] ***Unfortunately, Western Union is not able to comply with your request for a refundYour funds can only be recovered from the individual who received the fundsYour fraud file number is [redacted] , please provide this number to your local law enforcement agency.We regret any inconvenience this matter may have caused.Executive Resolutions DepartmentWestern Union
Complaint: [redacted] I am rejecting this response because: I have called serval west union bank in Ghana-Accra they said westeren in holland should comfired the bank codein ghana and addre where the money was taken and prove of signature of the person, identy, date of birth Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/18) */ Dear [redacted] , Western Union is responding to your September 8, complaint to the Revdex.com In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines Return the requested documents to [redacted] @westernunion.comUpon receipt of the documents, we will review your information along with your transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform you of our conclusion Kind Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Western Union and I are still "working" on thisThey are not asking me specific questions at allThey are also responding to my requests using both of my email addresses which is confusing me right now because they have me going back and forth with information with themThe last response I have with them is from one of my personal emails, I requested them to ask me more direct questions so I can better be able to submit all of the "documentation" they need and I definitely got a generic response which did not ask me direct questions or even responded to the question I askedIt's almost as though I am dealing with an Artificial Intelligence computer If western union looks at my email accounts, I have submitted all financial information, all proof documents that I have and even gave an explanation why I do not have the information on one of my suppliers (we cut ties so I no longer have their information saved) Please be human Western Union and respond to my emails with actual answers to the questions I am askingOne of my major questions is to ask me direct questions so I can give you a direct responseTelling me to "submit further documentation" does not help meIf you ask me to send you "my financial documentation from my paypal, merchant and personal accounts from May to June 2010" I can do thatStop asking me questions that I cannot understandPlease just ask me direct human answers or change your template so it seems human enough for me to give you information you requestI do not have time for a full back and forth conversation every days Thank you for understanding Final Business Response / [redacted] (4000, 8, 2015/10/14) */ Dear [redacted] , Western Union is responding to your September 24, rebuttal to the Revdex.com Our position in this matter has not changed, we will require the requested documentation to assist you In order to assist you further we will require you to provide additional supporting documentation around his transactions sent to [redacted] XXXXXXXX and [redacted] XXXXXXX in the Philippines Return the requested documents to [redacted] @westernunion.comUpon receipt of the documents, we will review your information along with your transaction historyThe review process takes between 10-business daysUpon completion of the review, we will inform you of our conclusion Western Union considers this case closed Kind Regards, [redacted] ***
Dear [redacted] ,Our position in this matter has not changed, we must reiterate.Per our records, you contacted us on January 15, to advise us that the bank in Germany had the payment and they had not allocated the payment properly, but it had been corrected by the bank and your issue was resolvedWestern Union considers this case closed.Kind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/06/23) */ Dear [redacted] , [redacted] is responding to your June 10, complaint to the [redacted] 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 [redacted] works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraudIn order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limitedA previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately To address your request for compensation: 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 [redacted] 's terms and conditionsSpecifically, [redacted] shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, [redacted] 's terms and conditions specifically state that unless you have obtained a higher liability limit by calling [redacted] 's Customer Service Number and paying an additional fee, neither [redacted] nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like [redacted] considers this case closed Kind Regards, [redacted] ***
Dear [redacted] ,Our position in this matter has not changed, we must reiterate:Our records indicate that this transaction was cancelled due to insufficient funds, no refund is dueYou will need to contact your banking institution for assistance regarding additional charges.Western Union considers this case closed.Kind Regards,Executive Resolution Group
Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the payment that was made to [redacted] ***t (FPL) using an ATM card (real-time debit) through Speedpay on February 26, We confirmed that there were no errors from Western Union’s side because the Web site does provide the option to verify the details of the payment prior to submitting itFrom all the payments that the FPL received through ATM cards, your payment was the only one where an error on the amount was reported.As indicated in your complaint, FPL received the bill payment; therefore, a refund for the difference ($100.60) was processed to your account on March Depending on your bank policies, the credit should reflect in 3-business daysWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Dear [redacted] , Western Union is responding to your complaint to the Revdex.comWestern Union prides itself on delivering a superior customer experienceIt 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 quicklyOur records indicate that you received your refund on January 28, We must advise against using a third parties’ information when sending, to avoid these types of issues in the futureWe sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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,Tell us why here
Dear [redacted] ***,This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed your caseWestern Union issued the refund check on June 28, Please allow 7-days for the mailing time.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Your request has been processedPlease allow 7-days for the checks to be delivered to your home address.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear Ms [redacted] ,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our investigation and the results are that we have manually tested the online functionality of imputing four names for a recipient in HondurasWe also verified by recreating your online sessions that you are able to do soAccording to your history of transactions to Honduras, they all appear with the first, middle, and two last names of your recipients and our records do not indicate any request for a change.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 partTherefore, we have not upheld your Complaint.We sincerely apologize for any inconvenience you have experiencedIt is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards, [redacted]
Initial Business Response / [redacted] (1000, 4, 2015/09/23) */ Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the incident that you have reportedAs you mentioned in your complaint, the first attempt that you initiated on September 9, at 15:53:EST was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirementsThe second attempt that you made on the same day (using a different payment method) at 21:56:EST was approved and has already been collected by your receiver The request to permanently remove your bank account from Western Union systems has been successfully completed Western Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issue We regret any inconvenience this matter has caused Sincerely, Executive Resolutions Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to clarify that there were total requests that I placedThe first one was declined, the third one was successfulThe second one there is no record of However, this response serves as written validation that there is no open request, and my bank account has been deleted, so I accept this resolution
Dear Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or externalIn order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer serviceA separate e-mail was sent to you directly with instructions on the steps that will need to be followed if you want Western Union to re-evaluate the business decision.We regret any inconvenience this matter may have caused.Sincerely, Executive Resolutions Group
Initial Business Response / [redacted] (1000, 4, 2015/05/18) */ 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 experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly We have investigated your claim and our records indicate that we issued a credit back to your Chase bank card on May 5, per your requestThese types of requests take to business days, to reflect back to your account depending on the banks processing policiesIf your records do not reflect this, we will need a copy of your bank statement dated May to present, so that we may investigate furtherWe recommend that you send this to us by secure means, for privacy purposes The Western Union Pre-Paid program ended effective March 3, The Agent location your receiver attempted to use has a policy, that they only pay out in the form of reloadable Pre-paid card, which is not affiliated with Western Union We apologize, our website does not always reflect the method of payment the agent uses for payoutAgent locations pay out policies do vary, we suggest contacting the chosen location to verify funds availability and pay out policiesWe apologize for the inconvenience to your receiver We have listened to the phone calls you are referring to in your complaint, and we have determined that our Customer Service Representatives provided you with the level of service and respect that we expect from all Western Union employees We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) My response is in two phases: 1) I was NOT treated respectfully or courteous fashion, 1/the time they didn't even speak english or know anything more than what was on their screenI was NOT told it was 3-days I confirmed it was 3, not 4, not 5....but 2) I received my money on the 6th day (saturday)AS promisedHowever, if the Locations on their website says "full service" etc, and NO mention of the restrictions, I merely selected money in minutes, it was money NEVERunless you drive 2+ hours to get itno warning it says "This location has limited services, please call to confirm it will work for your purposes"nothing like that Yes its resolved, but I wanted to note they are very NON-INFORMATIVE on the restrictions and changes to their costly service Thank You Revdex.com for your work, I fully feel w/o it, nothing would have been done on this matterRevdex.com Rocks!
Dear [redacted] Western Union is writing in response to the complaint received from you through the Revdex.com portal Please be aware that we have processed a new refund Money Transfer Control Number (MTCN) for the amount of $ We have sent you the MTCN details via a separate email Please keep in mind that in order to collect the funds you need to present the new MTCN.You can pick up the funds at the nearest Western Union location 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 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 Western Union considered this case closedIf 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 [email protected], The Western Union Executive Resolutions Team
Initial Business Response / [redacted] (1000, 4, 2015/09/10) */ Dear [redacted] Western Union is responding to your August 21, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever 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 youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our servicesIt 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 Mr [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed your concernThe available call recording confirms that you acknowledged using the incorrect product due to the fact that you have two online profiles, one for regular money transfers (MTCN) which have digits, and one Western Union Business Solutions profile which was used to send the transaction ID that you specifiedThe Web sites and services are different from one another We verified that you were able to use the correct product to send funds on December 13, and confirmed that your receiver was able to collect the funds on the expected date of availability We have verified that Western Union is not at fault as the Web sites clearly indicate how the products workWestern Union will not provide for reimbursement of the charges that you have requested Western Union apologizes that you found difficulty using this serviceWe regret any inconvenience this matter may have caused Sincerely, Executive Resolutions Group