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.
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.
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...
Dear [redacted]This is in response to the complaint filed through the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that we have completed your request. A transaction history has been sent to you under separate cover. It includes the...
transactions completed by you during the past year. Furthermore, we apologize for the experience and the struggles you faced while interacting with our Customer Service Representatives. Quality service to our customers is our top priority; thus, we will provide proper feedback to the corresponding parties to prevent similar situations from happening in the future.If you should have any questions, please do not hesitate to contact us.Sincerely,Executive Resolutions Department Western Union
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.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
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, 2015/08/17) */
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.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 customer. As a financial institution, we have the responsibility to preserve a safe and secure money transfer service.We have sent you a separate e-mail with the document that you will need to fill out and forward to the corresponding Compliance department ([redacted]@westernunion.com) in order to have this decision reviewed.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 the transaction that you initiated on December 11, 2015. We received confirmation from the WU Pay department indicating that...
the payment was received with a different last name and without the EB (Electronic Bill) number assigned to you. The name mismatch resulted in difficulties to assign the payment.The full refund was processed on December 22, 2015.The Web site (www.westernunion.com) does warn that the first and last names on your Western Union profile must match the names on your bank account. If they don't match exactly, your transaction could be rejected. The following are the instructions to fund the WU Pay Money Transfer:1- Log in to your bank's web site to pay your bill.2- Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay.Name: WU® PayAddress: P.O. Box [redacted]Cincinnati, OH [redacted]3- Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed.Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.Western Union apologizes that you found difficulty using this service. 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 [redacted], Western Union is responding to your rebuttal with the Revdex.com. Please accept our sincere apologies for any inconvenience. The type of service you received is not the kind of customer service Western Union prides itself on. We are going to re-issue the refund to you for the full amount. This process will take some time and, once the refund is re-processed, will send the refund information to you under a separate cover. We are one again truly sorry for any inconvenience this matter may have caused. Kind Regards, [redacted]
Dear [redacted] This is in response to the rebuttal filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Our records indicate that on September 9, 2016 two transactions were originated for $267.14 plus the $5.00 of the service fee. Please know that the transaction was created and deposited successfully and we did not find any lapse in our system that could have caused the transaction to be generated twice. We requested a recall of the funds, however the recall was not successful. To obtain the funds back we suggest that you contact the beneficiary directly. Western Union values your continued business, we apologize for any inconvenience that this matter has caused. Sincerely, Western Union Executive Resolutions Department
Complaint: [redacted]
I am rejecting this response because: that is a previous transaction I am speaking of. This transaction occurred after the mentioned transaction
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have investigated your complaint and we will not be able to accommodate your request for a personal apology from the agent. We communicated that the issues that you have reported about the...
problems the receiver faced in [redacted] have been addressed by our investigating department internally, these processes cannot be disclosed to you due to confidentiality and privacy policies that we are required to adhere to. To address any future issues with transactions sent, we cannot guarantee since a previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. To address your request for compensation. 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. Western Union considers this case closed.Best Regards,[redacted] [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 customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Your request was received and processed on October 14, 2015. A photocopy was sent to you as the item was paid on April 22, 2015. On February 24, 2016 you then followed up with us via email regarding a forgery claim. You attached unfilled forgery forms and inquired what to do and were advised to submit a filled out forgery claim to our forgery fax inbox.On February 25, 2016 you again followed up via email inquiring on who should be filling out the forgery affidavit. We then advised that you would need to fill it out and return it to us. We have not yet received the filled out forgery forms from you. I will also note that alteration, forgery claims are the ultimate responsibility of the Bank of First Deposit and not Western Union. A bank is obligated to warrant that all signatures are original and have not been altered. The claim will be forwarded to the Bank of First Deposit once received. Kind Regards, [redacted] Tell us why here...
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 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. Our records indicate that your refund check was received and paid on January 5, 2016. Your signature appears on the back of the refund check, meaning that the refund was successfully completed. 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, [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 the transaction that you sent on March 4, 2016. According to the terms and conditions available in the To Send Money Form,...
the service and funds availability depends on certain factors including the service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions"). 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 courtesy, we have sent you a check for $50.00. Please allow 7-10 days for the mailing time.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 make the funds available to your receiver. 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
Initial Business Response /* (1000, 4, 2015/09/30) */
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 received your inquiry regarding the Western Union Money Orders. After...
researching the payment trail of the Money Orders, we have determined the Money Orders were presented to Western Union more than once and our records reflect the items were "paid clean" in banking terms at the first presentment.
Several presentments may occur when it is thought that the original item was not credited. On a later date the payment processing bank may have represented an image (IRD) of the Money Order again. In this case, subsequent presentments are returned unpaid because the credit has already been given at the first presentment. We cannot pay on the same item more than once because the funds are only available one time.
We would suggest you advise the bank of the situation and ask them to investigate it, using a copy of the letter that was sent to you via separate e-mail along with the enclosed photocopies to assist them in their investigation.
Copies of all presentments with the paid dates are reflected in the enclosures.
We hope this information has helped you with your concerns. If you have any other questions we can assist with please feel free to contact our Money Order support offices at toll free (XXX)-XXX-XXXX.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bank of America has conducted several investigations and the funds were never released to them. There has been several conference calls between Bank of America, Western Union, the Property Management and myself with no resolution on Western Union's behalf. The enclosures you have provided show that the presentments were all returned & paid on June 9th, then it shows they were returned again on June 25th but it doesn't show where the presentments were paid on that batch.
Final Business Response /* (4000, 8, 2015/10/22) */
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.
On October 22, 2015, Western Union sent you, via encrypted e-mail, the "Source of Receipt" for each of the money orders involved showing additional details that your bank could use to investigate. Western Union has provided you with sufficient details for your bank to investigate and locate the funds. It is our hope that your bank will be able to find the payment with the information that has been shared with you.
To reiterate our previous communication, Western Union cannot pay for the same item more than once because funds are only available one time.
We regret any inconvenience this matter has 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 the payment that was made to [redacted]t (FPL) using an ATM card (real-time debit) through Speedpay on...
February 26, 2016. We confirmed that there were no errors from Western Union’s side because the Web site does provide the option to verify the details of the payment prior to submitting it. From all the payments that the FPL received through ATM cards, your payment was the only one where an error on the amount was reported.As indicated in your complaint, FPL received the bill payment; therefore, a refund for the difference ($100.60) was processed to your account on March 6. Depending on your bank policies, the credit should reflect in 3-5 business days. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint that you filed through the Revdex.com. In the complaint, you indicate that you completed a transaction that was not made available to the receiver. Our records indicate that on December 20, 2017 you attempted to send a transaction...
from Canada to Nigeria. The transaction was cancelled by the retail location and the funds were not given back to you. After the proper investigation was performed, we confirmed that the retail location had the funds; therefore, we processed a refund. Per our conversation over the telephone, you have already collected the refund with the money transfer control number provided to you. Please be advised that Western Union will not compensate the 5,000.00 CAD that you are requesting. 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]. Sincerely, Executive Resolutions Department Western Union
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.
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
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...
Dear [redacted]This is in response to the complaint filed through the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that we have completed your request. A transaction history has been sent to you under separate cover. It includes the...
transactions completed by you during the past year. Furthermore, we apologize for the experience and the struggles you faced while interacting with our Customer Service Representatives. Quality service to our customers is our top priority; thus, we will provide proper feedback to the corresponding parties to prevent similar situations from happening in the future.If you should have any questions, please do not hesitate to contact us.Sincerely,Executive Resolutions Department Western Union
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.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
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, 2015/08/17) */
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.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 customer. As a financial institution, we have the responsibility to preserve a safe and secure money transfer service.We have sent you a separate e-mail with the document that you will need to fill out and forward to the corresponding Compliance department ([redacted]@westernunion.com) in order to have this decision reviewed.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 the transaction that you initiated on December 11, 2015. We received confirmation from the WU Pay department indicating that...
the payment was received with a different last name and without the EB (Electronic Bill) number assigned to you. The name mismatch resulted in difficulties to assign the payment.The full refund was processed on December 22, 2015.The Web site (www.westernunion.com) does warn that the first and last names on your Western Union profile must match the names on your bank account. If they don't match exactly, your transaction could be rejected. The following are the instructions to fund the WU Pay Money Transfer:1- Log in to your bank's web site to pay your bill.2- Select WU® Pay as the payee/biller from your bank's bill pay service.If this is your first time using WU® Pay, you may need to add WU® Pay.Name: WU® PayAddress: P.O. Box [redacted]Cincinnati, OH [redacted]3- Pay the amount due to complete sending your money transfer.Once the funds have been received the transfer will be completed.Once we receive your payment using WU® Pay we'll send you an email. At that time you can notify your receiver that funds are available for pickup. You will also receive an email notification when your receiver has picked up the money. Your transfer will expire in 14 days if left unfinished.Western Union apologizes that you found difficulty using this service. 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 [redacted], Western Union is responding to your rebuttal with the Revdex.com. Please accept our sincere apologies for any inconvenience. The type of service you received is not the kind of customer service Western Union prides itself on. We are going to re-issue the refund to you for the full amount. This process will take some time and, once the refund is re-processed, will send the refund information to you under a separate cover. We are one again truly sorry for any inconvenience this matter may have caused. Kind Regards, [redacted]
Dear [redacted] This is in response to the rebuttal filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has completed its investigation into your complaint and we are very sorry for the inconvenience. Our records indicate that on September 9, 2016 two transactions were originated for $267.14 plus the $5.00 of the service fee. Please know that the transaction was created and deposited successfully and we did not find any lapse in our system that could have caused the transaction to be generated twice. We requested a recall of the funds, however the recall was not successful. To obtain the funds back we suggest that you contact the beneficiary directly. Western Union values your continued business, we apologize for any inconvenience that this matter has caused. Sincerely, Western Union Executive Resolutions Department
I have not received a proper resolution.May have to take legal action / police action to move forward.
[redacted]
Complaint: [redacted]
I am rejecting this response because: that is a previous transaction I am speaking of. This transaction occurred after the mentioned transaction
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have investigated your complaint and we will not be able to accommodate your request for a personal apology from the agent. We communicated that the issues that you have reported about the...
problems the receiver faced in [redacted] have been addressed by our investigating department internally, these processes cannot be disclosed to you due to confidentiality and privacy policies that we are required to adhere to. To address any future issues with transactions sent, we cannot guarantee since a previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately. To address your request for compensation. 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. Western Union considers this case closed.Best Regards,[redacted] [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 customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Your request was received and processed on October 14, 2015. A photocopy was sent to you as the item was paid on April 22, 2015. On February 24, 2016 you then followed up with us via email regarding a forgery claim. You attached unfilled forgery forms and inquired what to do and were advised to submit a filled out forgery claim to our forgery fax inbox.On February 25, 2016 you again followed up via email inquiring on who should be filling out the forgery affidavit. We then advised that you would need to fill it out and return it to us. We have not yet received the filled out forgery forms from you. I will also note that alteration, forgery claims are the ultimate responsibility of the Bank of First Deposit and not Western Union. A bank is obligated to warrant that all signatures are original and have not been altered. The claim will be forwarded to the Bank of First Deposit once received. Kind Regards, [redacted] Tell us why here...
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 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. Our records indicate that your refund check was received and paid on January 5, 2016. Your signature appears on the back of the refund check, meaning that the refund was successfully completed. 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, [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 the transaction that you sent on March 4, 2016. According to the terms and conditions available in the To Send Money Form,...
the service and funds availability depends on certain factors including the service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions"). 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 courtesy, we have sent you a check for $50.00. Please allow 7-10 days for the mailing time.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 make the funds available to your receiver. 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
Initial Business Response /* (1000, 4, 2015/09/30) */
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 received your inquiry regarding the Western Union Money Orders. After...
researching the payment trail of the Money Orders, we have determined the Money Orders were presented to Western Union more than once and our records reflect the items were "paid clean" in banking terms at the first presentment.
Several presentments may occur when it is thought that the original item was not credited. On a later date the payment processing bank may have represented an image (IRD) of the Money Order again. In this case, subsequent presentments are returned unpaid because the credit has already been given at the first presentment. We cannot pay on the same item more than once because the funds are only available one time.
We would suggest you advise the bank of the situation and ask them to investigate it, using a copy of the letter that was sent to you via separate e-mail along with the enclosed photocopies to assist them in their investigation.
Copies of all presentments with the paid dates are reflected in the enclosures.
We hope this information has helped you with your concerns. If you have any other questions we can assist with please feel free to contact our Money Order support offices at toll free (XXX)-XXX-XXXX.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bank of America has conducted several investigations and the funds were never released to them. There has been several conference calls between Bank of America, Western Union, the Property Management and myself with no resolution on Western Union's behalf. The enclosures you have provided show that the presentments were all returned & paid on June 9th, then it shows they were returned again on June 25th but it doesn't show where the presentments were paid on that batch.
Final Business Response /* (4000, 8, 2015/10/22) */
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.
On October 22, 2015, Western Union sent you, via encrypted e-mail, the "Source of Receipt" for each of the money orders involved showing additional details that your bank could use to investigate. Western Union has provided you with sufficient details for your bank to investigate and locate the funds. It is our hope that your bank will be able to find the payment with the information that has been shared with you.
To reiterate our previous communication, Western Union cannot pay for the same item more than once because funds are only available one time.
We regret any inconvenience this matter has 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 the payment that was made to [redacted]t (FPL) using an ATM card (real-time debit) through Speedpay on...
February 26, 2016. We confirmed that there were no errors from Western Union’s side because the Web site does provide the option to verify the details of the payment prior to submitting it. From all the payments that the FPL received through ATM cards, your payment was the only one where an error on the amount was reported.As indicated in your complaint, FPL received the bill payment; therefore, a refund for the difference ($100.60) was processed to your account on March 6. Depending on your bank policies, the credit should reflect in 3-5 business days. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint that you filed through the Revdex.com. In the complaint, you indicate that you completed a transaction that was not made available to the receiver. Our records indicate that on December 20, 2017 you attempted to send a transaction...
from Canada to Nigeria. The transaction was cancelled by the retail location and the funds were not given back to you. After the proper investigation was performed, we confirmed that the retail location had the funds; therefore, we processed a refund. Per our conversation over the telephone, you have already collected the refund with the money transfer control number provided to you. Please be advised that Western Union will not compensate the 5,000.00 CAD that you are requesting. 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]. Sincerely, Executive Resolutions Department Western Union