Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union cannot refund a Money Order check that has already been cashed. We are required to investigate and confirm with the Bank Of...
First Deposit (BOFD) if the correct procedures to cash the check have been followed before a refund can be processed. Western Union does not guarantee that the payment will be recovered from the BOFD. Western Union will be acting on your behalf to collect the funds from the BOFD. The Forgery Department will keep you posted and copied on all correspondence received back from the bank. To reiterate our previous communication, the Western Union Forgery Department has no power to influence the investigation process once the claim is submitted to the BOFD. The length of time that it takes for the BOFD to resolve each case varies by institution. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Revdex.com:
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]
Initial Business Response /* (1000, 4, 2015/09/02) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you indicated on your complaint. We...
noticed that you are not the sender of the transfer. We have verified with the corresponding groups that the correct procedures to approve and payout the transaction were followed. The results of the investigation have already been sent to the sender/owner of the money transfer.
Unfortunately, because you are not the sender of the transaction additional information about the transfer could not be provided.
We regret any inconvenience this matter has caused.
Sincerely,
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 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]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. After additional review, our position on this matter has not changed: Our records indicate that Western Union has transmitted your transfer to [redacted]’s; however, the name of the bank on the statement provided is listed as [redacted]. It appears that [redacted]’s may be the processor of the payment for the payee’s bank. In order to locate and credit the funds, Western Union has obtained a Payment Confirmation, which was sent to you via e-mail on May 5, 2016. Please contact [redacted]’s and provide them with the Payment Confirmation. At this time, Western Union has fulfilled its contractual obligation and we would be unable to assist further in this matter – the issue will need to be addressed by [redacted]’s. At this time, Western Union considers this case closed and resolved. Any further disputes will need to be submitted directly to [redacted]’s. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to...
anyone but the sender. If the sender would like us to address her concerns please have her contact me directly and I will be happy to investigate.Best Regards,[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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 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 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 concerns. Due to an internal error, the refunds were made available in Connecticut. The handling of this case...
is being reviewed and proper feedback/coaching will be provided, if applicable. The Connecticut address is the state of origin in most of the transfers where the fees have been reimbursed. Western Union does have your current physical address. We contacted you by telephone on February 4, 2016 and informed you that a check will be sent overnight to your address. The tracking number will be provided via separate e-mail.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to collect your refund. 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
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 [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] This is in response to the Revdex.com Rebuttal. Please be advised we are not able to honor your request for a refund, as Western Union cannot refund Money Orders that have been already cashed. As previously explained, your request was received on June 8, 2017 and the Money Orders were cashed on May 17, 2017. In instances like this, Western Union can only provide you with the copy of the cashed items, which have already been provided to you. We regret any inconvenience that this matter could have caused. Sincerely, Western Union Executive Resolutions Department
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, 4, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 9, 2015 complaint to the [redacted].
Independent agents sign a contract with [redacted] Financial Services to sell [redacted]...
Financial Services Incorporated, has no control (nor can we impose any control) over these agent's policy of cashing [redacted], including items they themselves have sold. Some agents will cash items and some will not. This is entirely at their discretion.
Agents have many reasons for not cashing [redacted] because of their strict cash control procedures. We usually recommend that a customer deposit the [redacted] directly into their bank account or cash it at a check cashing location. As with other payments, consumers also have the option of requesting a refund through our offices.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made [redacted] a global leader in the money transfer industry.
Kind Regards,
[redacted]
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]
[redacted]
I have finally received my refund and advised of such by a very abruptly worded email.
I will not be doing business with Western Union again, but thank you for your assistance.
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
Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union cannot refund a Money Order check that has already been cashed. We are required to investigate and confirm with the Bank Of...
First Deposit (BOFD) if the correct procedures to cash the check have been followed before a refund can be processed. Western Union does not guarantee that the payment will be recovered from the BOFD. Western Union will be acting on your behalf to collect the funds from the BOFD. The Forgery Department will keep you posted and copied on all correspondence received back from the bank. To reiterate our previous communication, the Western Union Forgery Department has no power to influence the investigation process once the claim is submitted to the BOFD. The length of time that it takes for the BOFD to resolve each case varies by institution. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Revdex.com:
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]
Initial Business Response /* (1000, 4, 2015/09/02) */
Dear [redacted]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you indicated on your complaint. We...
noticed that you are not the sender of the transfer. We have verified with the corresponding groups that the correct procedures to approve and payout the transaction were followed. The results of the investigation have already been sent to the sender/owner of the money transfer.
Unfortunately, because you are not the sender of the transaction additional information about the transfer could not be provided.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
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 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]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. After additional review, our position on this matter has not changed: Our records indicate that Western Union has transmitted your transfer to [redacted]’s; however, the name of the bank on the statement provided is listed as [redacted]. It appears that [redacted]’s may be the processor of the payment for the payee’s bank. In order to locate and credit the funds, Western Union has obtained a Payment Confirmation, which was sent to you via e-mail on May 5, 2016. Please contact [redacted]’s and provide them with the Payment Confirmation. At this time, Western Union has fulfilled its contractual obligation and we would be unable to assist further in this matter – the issue will need to be addressed by [redacted]’s. At this time, Western Union considers this case closed and resolved. Any further disputes will need to be submitted directly to [redacted]’s. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to...
anyone but the sender. If the sender would like us to address her concerns please have her contact me directly and I will be happy to investigate.Best Regards,[redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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 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 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 concerns. Due to an internal error, the refunds were made available in Connecticut. The handling of this case...
is being reviewed and proper feedback/coaching will be provided, if applicable. The Connecticut address is the state of origin in most of the transfers where the fees have been reimbursed. Western Union does have your current physical address. We contacted you by telephone on February 4, 2016 and informed you that a check will be sent overnight to your address. The tracking number will be provided via separate e-mail.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to collect your refund. 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
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 [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] This is in response to the Revdex.com Rebuttal. Please be advised we are not able to honor your request for a refund, as Western Union cannot refund Money Orders that have been already cashed. As previously explained, your request was received on June 8, 2017 and the Money Orders were cashed on May 17, 2017. In instances like this, Western Union can only provide you with the copy of the cashed items, which have already been provided to you. We regret any inconvenience that this matter could have caused. Sincerely, Western Union Executive Resolutions Department
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, 4, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 9, 2015 complaint to the [redacted].
Independent agents sign a contract with [redacted] Financial Services to sell [redacted]...
Financial Services Incorporated, has no control (nor can we impose any control) over these agent's policy of cashing [redacted], including items they themselves have sold. Some agents will cash items and some will not. This is entirely at their discretion.
Agents have many reasons for not cashing [redacted] because of their strict cash control procedures. We usually recommend that a customer deposit the [redacted] directly into their bank account or cash it at a check cashing location. As with other payments, consumers also have the option of requesting a refund through our offices.
We sincerely apologize for any inconvenience you have experienced with retrieving the specified [redacted] transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made [redacted] a global leader in the money transfer industry.
Kind Regards,
[redacted]
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]
[redacted]
I have finally received my refund and advised of such by a very abruptly worded email.
I will not be doing business with Western Union again, but thank you for your assistance.
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