Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Upon further investigating this matter, it was determined that Western Union did not receive the payment for the transaction from your banking institution due to your money transfer being cancelled on the same day when it was recorded. In order for Western Union to further investigate your refund request, we are required to obtain your bank statement starting with the date the charge occurred until present. We see that a bank statement has previously been requested, but is yet to be received. The copy of the bank statement may be sent to [redacted]. In your reply, please include your Western Union Reference # [redacted]. We apologize for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just to inform you that the money was sent to the Sender [redacted] so the matter is closed. It still irks me that this...
process took over a month to be resolved even tho they had my money in hand. I don't kno if you can still take them up on this issue. Thank you for your time!Regards
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]
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 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
Initial Business Response /* (1000, 4, 2015/10/27) */
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 reviewed the status of the transactions in question. ...
According to our records, you initiated a money transfer of $100.00 on October 6, 2012 at approximately 8:53 AM EST, to [redacted] for an undisclosed purpose. Unfortunately, the money transfer you sent is being held by the U.S. District Court. Western Union Transactions initiated between January 1, 2001 and January 3, 2013 that were not redeemed in 60 calendar days are subject to a lawsuit entitled Tennille v. The Western Union Co., Case No. 09-cv-XXXXX-JLK, which is pending in the United States District Court for the District of Colorado. The Court entered an order granting preliminary approval to the settlement. Further details about the lawsuit and settlement are available at www.moneytransfersettlement.com or by calling X-XXX-XXX-XXXX.
You must submit a claim form before you can receive payment. Claim forms will become available after the Court approves the settlement and all appeals are final at (a) www.MoneyTransferSettlement.com; (b) by calling the Settlement Administrator at X-XXX-XXX-XXXX; or (c) by writing to the Settlement Administrator at [redacted]@MoneyTransferSettlement.com or the following address: Tennille v. Western Union Settlement Administrator, PO Box 3058, Portland, OR XXXXX-XXXX. After you receive your claim form, read the instructions carefully, fill out the form, include any requested documentation, sign the declaration, and mail the form postmarked to the Administrator at the address noted above no later than the date specified on the claim form.
In regards to the second transaction for $70.00. Western Union attempted to send the funds back to the originating bank account; however, the bank rejected the credit. We have sent a refund check to your physical address through overnight delivery. The check should arrive no later than Wednesday, October 28, 2015.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
Initial Business Response /* (1000, 4, 2015/08/17) */
Dear [redacted],
Western Union is responding to your July 23, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We 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 Mr. [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 complaint with the Equity Accelerator (EA) team. A 21 day minimum time-frame must be allowed in order to stop a...
check. This Service Level Agreement (SLA) was established to take into account the 15 days that it can take for a physical check to arrive at its destination and the time that it would take for the banking institution to post the funds towards the customers' account. If institutions are in the process of posting the funds and the check is stopped, this will result in additional fees.
Your mortgage payment for December was sent on time on December 1, 2015 for $907.08. You contacted EA on December 14, 2015 to have the check stopped and the funds returned to your account. The funds were reimbursed back to your account on December 29, 2015.
If due to this issue you incurred any late fees, please call our Equity Accelerator customer service line at [redacted], between 7 AM and 7 PM CT, Monday - Friday. They will request supporting documentation such as bank statements showing the late fee before they could proceed with the refund.
Western Union apologizes that you found difficulty working with our Customer Support Center. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. 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 external. In order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service. As a result of this internal monitoring Western Union made the decision to disallow this and any future transactions through our services based on our internal process, Western Union can make this decision for a variety of reasons. We generally refuse transactions based on patterns over time. Please fill out the attached form and forward it to [redacted] in order to have this decision reviewed. 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 Group
Complaint: [redacted]
I am rejecting this response because: September 13, 2016 when Western Union claimed they paid out the remittance was a bank holiday in Nigeria and my brother traveled to the Eastern region of Nigeria - our origin for an urgent family matter and never collected any money from the Western Union in Lagos where he resides. As a matter of fact, my brother came back to Lagos on 09/14/16 and went to the Western Union to collect the money on 09/15/16 and was told there was no record of me remitting money to him from the United States, I got the news on 09/18/16 and contacted Western Union immediately on 09/19/16. Since then, my brother had made several visits to the Nigerian Western Union branch he normally goes to for normal transactions and the Western Union in Lagos, Nigeria explained to him on one of his visits to their offices that there was no evidence of any remittance from me in the United States to him in Nigeria in their computer system and that I should file a claim against the sending branch here in the United States. Hence, I was able to contact the Revdex.com for assistance. I would be most pleased if you can help me recover my money from the Western Union. Thanks very much.
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.Western Union is in receipt of the complaint you filed with our Executive Resolutions Team directly. Upon further review, we have confirmed the complaint filed with both places are regarding the same issue. We will be responding to your issue through the Executive Escalations Process.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Escalations Team
Western Union Reference Number: [redacted]Dear [redacted],Western Union is writing in response to the complaint we received from you dated 02/23/2018 which was addressed to the Revdex.com. In your complaint, you indicate that the questions you were asked during the interview process...
were unnecessary and too personal.The interview process you experienced has been thoroughly reviewed by our compliance department and it was determined that all Western Union policies and procedures were followed correctly. Western Union has declined your transaction because it 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 www.wu.com for more information. As a financial institution, Western Union is regulated by FinCEN through the Bank Secrecy Act and provisions of the Patriot Act, it is the policy of Western Union Financial Service, Inc. (“Western Union”) to conduct appropriate due diligence on consumers who utilize our services.We sincerely apologize for any inconvenience you have experienced with 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.In order to compensate for your time engaged with the Western Union representative, Western Union would like to provide you with a promotion code to use when sending a future money transfer transaction. A promotional code has been provided to you under separate cover.The code must be entered exactly as displayed, dash included, in order to be applied correctly. The promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending country. In case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected] you,Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112ref:_00D15F40r._5001CoIBdk:ref
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.This is to inform you that we did receive documentation from you regarding the check. The Money Order team requires additional proof of...
purchase before they can initiate the refund process. The documents that you have sent us, include a $600 check with a note saying that this is proof of purchase, however, this is not a Western Union item, therefore it will not be accepted as valid proof of purchase. We would like to note that in order to proceed with this request you should submit any or all available parts of a money order. We are strictly audited for the transactions that we release, therefore it is mandatory for all customers to provide any proof of purchase (POP) as without it we are unable to determine if this is the rightful owner requesting a refund. Please see a list of acceptable POP below. -The original item (ideal)-The original cash register receipt-Other Money Orders purchased at the same location for the same amount-A bank statement-A resident’s ledger-A police report-A lease agreement-Any sort of contract or agreement verifying the intended purpose of the payment-An official letter from the store with the following details: -The customer’s full name -The full purchase details: amount, date, Money Order# -An official signature & stamp from the selling locationWe have sent you e-mails on February 24, 2016, March 1 and 2 but have yet not received any response.Please send the additional details by fax or e-mail and we will make sure to have the Money Order team review the information.Quality service to our consumers is our primary concern at Western Union. 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
Tell Dear Mr. [redacted]: I am responding to your March 30, 2017 rebuttal complaint sent to the Revdex.com (Revdex.com). In your complaint, you expressed concern regarding the time frame it takes for your money transfer transactions to reach your bank account. You stated that some are posted the next day, and others can take several days. You have requested to know why your February 21, 2017 money transfer took 13 days to show up in your account. Western Union has investigated this matter. Our records indicate the following: On February 21, 2017 at 6:18 PM Eastern Standard Time, you initiated a transfer for $360.00 at a Western Union agent location in [redacted] to the bank account of [redacted] located in [redacted]. On February 21, 2017 at 7:17 PM Eastern Standard Time, your funds were delivered to the receiving bank. The intended payee information was provided on the money transfer transaction. On March 2, 2017 at 9:22 AM Eastern Standard Time, you contacted our Western Union Customer Care Center stating that the funds are not in the receiving account. We explained that the funds had been sent and delivered to the receiving bank, and that it can take up to 5 business days to have the funds applied to the account. We explained that we will initiate a bank tracer on the funds. On March 3, 2017 at 7:16 PM Eastern Standard Time, we initiated a bank trace to determine the status of the funds. On March 6, 2017 at 9:40 AM Eastern Standard Time, we received the results of the bank trace. Your bank confirmed receipt of the funds on February 21, 2017, and they were credited to receiving bank account on March 6, 2017. The delay that you experienced with your February 21, 2017 transaction was not caused by Western Union. The funds were received by your receiving bank on that same day. Please contact your bank for the processing delay information.Western Union is committed to protecting the interests of our customers, and takes actions to provide accurate delivery of goods, or rendering of service. For future transactions, you may want to contact the receiving bank to determine if they can apply the funds to the bank account sooner. Unfortunately, Western Union has no control over the funds once they leave our institution. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us at [redacted] Sincerely,The Executive Resolutions Departmentus why here...
Initial Business Response /* (1000, 4, 2015/09/11) */
Dear [redacted],
Western Union is responding to your August 24, 2015 complaint to the Revdex.com.
You state in your complaint that you initiated a transaction through Western Union and were required to provide documentation as...
part of a Compliance process; however, your transaction has not been released and you have not been provided with answers to your questions. You want your transaction to be refunded or released for pick up.
On July 31, 2015 at 12:38 PM Eastern Standard Time, you initiated a transaction in the amount of $560.00 to Muhammad Farooq. Please be aware that 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. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
Western Union is required by law to screen all transactions for names identified on international government sanction watch lists. When our systems identify a transaction that may have been sent by or destined for someone whose name appears on one of the lists, Western Union is obligated to hold the funds until it is confirmed that the customer is not the same individual as the one on the list. On your transaction, your name is very common and it has a potential match so our Security Department required a copy of your ID.
You may find additional information at www.westernunion.com.
Our records indicate that a refund was issued August 28, 2015 in the amount of $575.00 if your records do not reflect this please feel free to contact me so that I may investigate further.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/23) */
Dear [redacted] A [redacted],
Western Union is responding to your October 8, 2015 complaint to the Revdex.com.
We have conducted an investigation on your behalf, our records indicate that Money Transfer Control Number XXX-XXX-5037 was...
paid correctly. We have included the copy of the Paid Correct Letter that was sent to you on August 5, 2015 sent to you under separate cover for privacy and security purposes.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. If you want to obtain a copy of the documentation that was used for making this determination please call the number below.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case.
If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/08/14) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent on, July, 10, 2015. Please be advised that the receiver of this money transfer has been...
identified as a Cuban National. This transaction falls under the Cuban Assets Control Regulation 31 C.F.R. § 515.505(d) issued by the U.S. Department of the Treasury Office of Foreign Assets Control (OFAC).
OFAC requires Western Union to block (i.e., place a permanent hold on) the funds unless the individual provides evidence he or she (1) has taken up residence in the United States and (2) is a United States citizen; is a lawful permanent resident alien of the United States and has an adjustment of status application pending; or is lawfully present and intending to remain in the United States on a permanent basis. The receiver should provide documentation demonstrating that he or she meets the requirements above. These documents may include U.S. issued government identification, immigration documentation, or other similar documents demonstrating the individual intends on lawfully remaining in the United States on a permanent basis.
If none of the above documentation is available, the receiver may also submit a "Certification of legal stay in the United States", of the form for which is attached to this email.
Should the customer choose to submit this form, please follow these instructions:
- Print out the form;
- Please fill-in all fields and sign the Certification;
- Send scanned copy of the Certification to email address: [redacted]@westernunion.com indicating the MTCN in the subject line;
- You/your receiver may also fax the scanned version at: X-XXX-XXX-XXXX.
Any documentation (including the form described above) the sender or receiver submits will be evaluated on a case-by-case basis to determine if it meets the requirements in OFAC's regulations. Please be advised that review of transaction may take approximately 3 business days, incomplete or incorrect information will delay the review process.
We have sent you three separate emails on August 8, 10, and 14 of this year providing clear instructions and direct contact information to assist you to recover your funds, however, no response has been received.
We regret any inconvenience this matter has 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.
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Our records indicate that our Netspend partners confirmed that your account does not show funds...
posting to the card account from [redacted]. This is because the Sending Agent processed your transaction with the incorrect service. A refund was processed to you corresponding to [redacted] which was provided to you in a separate email. Your account is negative $5.14 but an overdraft fee has not been assessed to your account. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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 this transaction was already refunded to the sender.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.To address your request for 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 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.Kind Regards,Executive Resolution Team
Dear [redacted], Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Upon further investigating this matter, it was determined that Western Union did not receive the payment for the transaction from your banking institution due to your money transfer being cancelled on the same day when it was recorded. In order for Western Union to further investigate your refund request, we are required to obtain your bank statement starting with the date the charge occurred until present. We see that a bank statement has previously been requested, but is yet to be received. The copy of the bank statement may be sent to [redacted]. In your reply, please include your Western Union Reference # [redacted]. We apologize for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just to inform you that the money was sent to the Sender [redacted] so the matter is closed. It still irks me that this...
process took over a month to be resolved even tho they had my money in hand. I don't kno if you can still take them up on this issue. Thank you for your time!Regards
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]
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 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
Initial Business Response /* (1000, 4, 2015/10/27) */
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 reviewed the status of the transactions in question. ...
According to our records, you initiated a money transfer of $100.00 on October 6, 2012 at approximately 8:53 AM EST, to [redacted] for an undisclosed purpose. Unfortunately, the money transfer you sent is being held by the U.S. District Court. Western Union Transactions initiated between January 1, 2001 and January 3, 2013 that were not redeemed in 60 calendar days are subject to a lawsuit entitled Tennille v. The Western Union Co., Case No. 09-cv-XXXXX-JLK, which is pending in the United States District Court for the District of Colorado. The Court entered an order granting preliminary approval to the settlement. Further details about the lawsuit and settlement are available at www.moneytransfersettlement.com or by calling X-XXX-XXX-XXXX.
You must submit a claim form before you can receive payment. Claim forms will become available after the Court approves the settlement and all appeals are final at (a) www.MoneyTransferSettlement.com; (b) by calling the Settlement Administrator at X-XXX-XXX-XXXX; or (c) by writing to the Settlement Administrator at [redacted]@MoneyTransferSettlement.com or the following address: Tennille v. Western Union Settlement Administrator, PO Box 3058, Portland, OR XXXXX-XXXX. After you receive your claim form, read the instructions carefully, fill out the form, include any requested documentation, sign the declaration, and mail the form postmarked to the Administrator at the address noted above no later than the date specified on the claim form.
In regards to the second transaction for $70.00. Western Union attempted to send the funds back to the originating bank account; however, the bank rejected the credit. We have sent a refund check to your physical address through overnight delivery. The check should arrive no later than Wednesday, October 28, 2015.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
Initial Business Response /* (1000, 4, 2015/08/17) */
Dear [redacted],
Western Union is responding to your July 23, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We 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 Mr. [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 complaint with the Equity Accelerator (EA) team. A 21 day minimum time-frame must be allowed in order to stop a...
check. This Service Level Agreement (SLA) was established to take into account the 15 days that it can take for a physical check to arrive at its destination and the time that it would take for the banking institution to post the funds towards the customers' account. If institutions are in the process of posting the funds and the check is stopped, this will result in additional fees.
Your mortgage payment for December was sent on time on December 1, 2015 for $907.08. You contacted EA on December 14, 2015 to have the check stopped and the funds returned to your account. The funds were reimbursed back to your account on December 29, 2015.
If due to this issue you incurred any late fees, please call our Equity Accelerator customer service line at [redacted], between 7 AM and 7 PM CT, Monday - Friday. They will request supporting documentation such as bank statements showing the late fee before they could proceed with the refund.
Western Union apologizes that you found difficulty working with our Customer Support Center. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We 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 Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. 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 external. In order to comply with those regulations, transfers may be placed on hold, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service. As a result of this internal monitoring Western Union made the decision to disallow this and any future transactions through our services based on our internal process, Western Union can make this decision for a variety of reasons. We generally refuse transactions based on patterns over time. Please fill out the attached form and forward it to [redacted] in order to have this decision reviewed. 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 Group
Complaint: [redacted]
I am rejecting this response because: September 13, 2016 when Western Union claimed they paid out the remittance was a bank holiday in Nigeria and my brother traveled to the Eastern region of Nigeria - our origin for an urgent family matter and never collected any money from the Western Union in Lagos where he resides. As a matter of fact, my brother came back to Lagos on 09/14/16 and went to the Western Union to collect the money on 09/15/16 and was told there was no record of me remitting money to him from the United States, I got the news on 09/18/16 and contacted Western Union immediately on 09/19/16. Since then, my brother had made several visits to the Nigerian Western Union branch he normally goes to for normal transactions and the Western Union in Lagos, Nigeria explained to him on one of his visits to their offices that there was no evidence of any remittance from me in the United States to him in Nigeria in their computer system and that I should file a claim against the sending branch here in the United States. Hence, I was able to contact the Revdex.com for assistance. I would be most pleased if you can help me recover my money from the Western Union. Thanks very much.
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.Western Union is in receipt of the complaint you filed with our Executive Resolutions Team directly. Upon further review, we have confirmed the complaint filed with both places are regarding the same issue. We will be responding to your issue through the Executive Escalations Process.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Kind Regards,Executive Escalations Team
Western Union Reference Number: [redacted]Dear [redacted],Western Union is writing in response to the complaint we received from you dated 02/23/2018 which was addressed to the Revdex.com. In your complaint, you indicate that the questions you were asked during the interview process...
were unnecessary and too personal.The interview process you experienced has been thoroughly reviewed by our compliance department and it was determined that all Western Union policies and procedures were followed correctly. Western Union has declined your transaction because it 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 www.wu.com for more information. As a financial institution, Western Union is regulated by FinCEN through the Bank Secrecy Act and provisions of the Patriot Act, it is the policy of Western Union Financial Service, Inc. (“Western Union”) to conduct appropriate due diligence on consumers who utilize our services.We sincerely apologize for any inconvenience you have experienced with 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.In order to compensate for your time engaged with the Western Union representative, Western Union would like to provide you with a promotion code to use when sending a future money transfer transaction. A promotional code has been provided to you under separate cover.The code must be entered exactly as displayed, dash included, in order to be applied correctly. The promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending country. In case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected] you,Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112ref:_00D15F40r._5001CoIBdk:ref
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.This is to inform you that we did receive documentation from you regarding the check. The Money Order team requires additional proof of...
purchase before they can initiate the refund process. The documents that you have sent us, include a $600 check with a note saying that this is proof of purchase, however, this is not a Western Union item, therefore it will not be accepted as valid proof of purchase. We would like to note that in order to proceed with this request you should submit any or all available parts of a money order. We are strictly audited for the transactions that we release, therefore it is mandatory for all customers to provide any proof of purchase (POP) as without it we are unable to determine if this is the rightful owner requesting a refund. Please see a list of acceptable POP below. -The original item (ideal)-The original cash register receipt-Other Money Orders purchased at the same location for the same amount-A bank statement-A resident’s ledger-A police report-A lease agreement-Any sort of contract or agreement verifying the intended purpose of the payment-An official letter from the store with the following details: -The customer’s full name -The full purchase details: amount, date, Money Order# -An official signature & stamp from the selling locationWe have sent you e-mails on February 24, 2016, March 1 and 2 but have yet not received any response.Please send the additional details by fax or e-mail and we will make sure to have the Money Order team review the information.Quality service to our consumers is our primary concern at Western Union. 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
Tell Dear Mr. [redacted]: I am responding to your March 30, 2017 rebuttal complaint sent to the Revdex.com (Revdex.com). In your complaint, you expressed concern regarding the time frame it takes for your money transfer transactions to reach your bank account. You stated that some are posted the next day, and others can take several days. You have requested to know why your February 21, 2017 money transfer took 13 days to show up in your account. Western Union has investigated this matter. Our records indicate the following: On February 21, 2017 at 6:18 PM Eastern Standard Time, you initiated a transfer for $360.00 at a Western Union agent location in [redacted] to the bank account of [redacted] located in [redacted]. On February 21, 2017 at 7:17 PM Eastern Standard Time, your funds were delivered to the receiving bank. The intended payee information was provided on the money transfer transaction. On March 2, 2017 at 9:22 AM Eastern Standard Time, you contacted our Western Union Customer Care Center stating that the funds are not in the receiving account. We explained that the funds had been sent and delivered to the receiving bank, and that it can take up to 5 business days to have the funds applied to the account. We explained that we will initiate a bank tracer on the funds. On March 3, 2017 at 7:16 PM Eastern Standard Time, we initiated a bank trace to determine the status of the funds. On March 6, 2017 at 9:40 AM Eastern Standard Time, we received the results of the bank trace. Your bank confirmed receipt of the funds on February 21, 2017, and they were credited to receiving bank account on March 6, 2017. The delay that you experienced with your February 21, 2017 transaction was not caused by Western Union. The funds were received by your receiving bank on that same day. Please contact your bank for the processing delay information.Western Union is committed to protecting the interests of our customers, and takes actions to provide accurate delivery of goods, or rendering of service. For future transactions, you may want to contact the receiving bank to determine if they can apply the funds to the bank account sooner. Unfortunately, Western Union has no control over the funds once they leave our institution. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Western Union Corporate Headquarters at [redacted], and provide the Western Union Reference #[redacted]. You may also email us at [redacted] Sincerely,The Executive Resolutions Departmentus why here...
Initial Business Response /* (1000, 4, 2015/09/11) */
Dear [redacted],
Western Union is responding to your August 24, 2015 complaint to the Revdex.com.
You state in your complaint that you initiated a transaction through Western Union and were required to provide documentation as...
part of a Compliance process; however, your transaction has not been released and you have not been provided with answers to your questions. You want your transaction to be refunded or released for pick up.
On July 31, 2015 at 12:38 PM Eastern Standard Time, you initiated a transaction in the amount of $560.00 to Muhammad Farooq. Please be aware that 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. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
Western Union is required by law to screen all transactions for names identified on international government sanction watch lists. When our systems identify a transaction that may have been sent by or destined for someone whose name appears on one of the lists, Western Union is obligated to hold the funds until it is confirmed that the customer is not the same individual as the one on the list. On your transaction, your name is very common and it has a potential match so our Security Department required a copy of your ID.
You may find additional information at www.westernunion.com.
Our records indicate that a refund was issued August 28, 2015 in the amount of $575.00 if your records do not reflect this please feel free to contact me so that I may investigate further.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/23) */
Dear [redacted] A [redacted],
Western Union is responding to your October 8, 2015 complaint to the Revdex.com.
We have conducted an investigation on your behalf, our records indicate that Money Transfer Control Number XXX-XXX-5037 was...
paid correctly. We have included the copy of the Paid Correct Letter that was sent to you on August 5, 2015 sent to you under separate cover for privacy and security purposes.
We are committed to protecting the interests of our customers and take action to provide accurate delivery of goods and services. Our investigation shows that these funds were paid correctly to the receiver you requested according to our terms and conditions of service. We are unable to reimburse you. The funds can only be recovered from the person who received them. If you want to obtain a copy of the documentation that was used for making this determination please call the number below.
If you believe you're the victim of a fraud scheme, we recommend that you contact local law enforcement to file a police report. We work closely with law enforcement agencies when official fraud investigations are underway, and we'll be happy to do so in this case.
If you have questions or require additional information or documentation, please contact us at X-XXX-XXX-XXXX.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/08/14) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent on, July, 10, 2015. Please be advised that the receiver of this money transfer has been...
identified as a Cuban National. This transaction falls under the Cuban Assets Control Regulation 31 C.F.R. § 515.505(d) issued by the U.S. Department of the Treasury Office of Foreign Assets Control (OFAC).
OFAC requires Western Union to block (i.e., place a permanent hold on) the funds unless the individual provides evidence he or she (1) has taken up residence in the United States and (2) is a United States citizen; is a lawful permanent resident alien of the United States and has an adjustment of status application pending; or is lawfully present and intending to remain in the United States on a permanent basis. The receiver should provide documentation demonstrating that he or she meets the requirements above. These documents may include U.S. issued government identification, immigration documentation, or other similar documents demonstrating the individual intends on lawfully remaining in the United States on a permanent basis.
If none of the above documentation is available, the receiver may also submit a "Certification of legal stay in the United States", of the form for which is attached to this email.
Should the customer choose to submit this form, please follow these instructions:
- Print out the form;
- Please fill-in all fields and sign the Certification;
- Send scanned copy of the Certification to email address: [redacted]@westernunion.com indicating the MTCN in the subject line;
- You/your receiver may also fax the scanned version at: X-XXX-XXX-XXXX.
Any documentation (including the form described above) the sender or receiver submits will be evaluated on a case-by-case basis to determine if it meets the requirements in OFAC's regulations. Please be advised that review of transaction may take approximately 3 business days, incomplete or incorrect information will delay the review process.
We have sent you three separate emails on August 8, 10, and 14 of this year providing clear instructions and direct contact information to assist you to recover your funds, however, no response has been received.
We regret any inconvenience this matter has 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 Group
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Our records indicate that our Netspend partners confirmed that your account does not show funds...
posting to the card account from [redacted]. This is because the Sending Agent processed your transaction with the incorrect service. A refund was processed to you corresponding to [redacted] which was provided to you in a separate email. Your account is negative $5.14 but an overdraft fee has not been assessed to your account. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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 this transaction was already refunded to the sender.Western Union apologizes that you found difficulty working with our Customer Support. We regret any inconvenience this matter may have caused. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.To address your request for 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 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.Kind Regards,Executive Resolution Team