Initial Business Response /* (1000, 4, 2015/09/10) */
Dear [redacted]
Western Union is responding to your August 21, 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.
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 [redacted],Western Union is writing in response to the complaint we received from you on 11/06/2017 through the Revdex.com. In your complaint, you indicate that you used the Western Union services to make a payment for your student loan with the [redacted] in [redacted]; however, you...
were recently informed by [redacted] that they did not receive your payment from October 2016 and you would like to obtain a refund for the transaction. Western has investigated this matter. Our records indicate that your money transfers from 2014, 2015 and 2016 are identical. The transaction in question was processed using the same swift code of the previous transactions outlined above. The swift code in question belongs to the [redacted], as indicated by our bank processor. Swift codes are information of public knowledge and it is also possible to confirm the name of the banking institution associated to a swift code through a regular browser search.The transaction under MTCN ending in 6241 was successful with a processing date of 31 October 2016. This transaction was delivered with [redacted] as the receiving bank. It should be noted that the direct to bank service is meant for personal transactions, not for payments. Western Union cannot process a refund at this time since the funds were successfully delivered to the banking institution associated to the details provided at the time of send. The receiving bank should be contacted so they can trace the deposit and generate a refund.Western Union has provided you with a trace of funds confirmation under separate cover. Please use that document to follow up with the receiving bank.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while interacting with our Customer Service Representatives. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union 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 [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely,[redacted]
Initial Business Response /* (1000, 4, 2015/04/13) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer 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 this Money Order was paid correctly on December 17th, 2014, to the intended recipient, no refund is due. A copy of the processed money order was sent to you on January 12th, 2015 per your request for a trace. We have again sent you a copy of the cashed item, under separate cover for security purposes.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear Ms. [redacted]: We are writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that your November 1, 2017 mortgage payment was not received with your mortgage provider [redacted] Mortgage. You stated that we would not provide...
you the information needed to confirm that this payment was successfully placed using the Western Union Equity Accelerator Program. You are requesting that we provide written proof of your payment. Our records indicate that on November 26, 2017, we agreed to send you confirmation that your payment was received at [redacted] Mortgage on November 1, 2017. It was explained to you that it would take 7 to 10 business days for you to receive the information. On December 12, 2017, you sent us an email stating that you received the proof of payment confirmation on December 2, 2017, which was a day after you filed your complaint with the Revdex.com. Please accept our apology for the delay and inconvenience this matter may have caused you. You may contact our Western Union Customer Care Center at 800.325.6000 with any additional questions or concerns. Sincerely, The Western Union Executive Resolutions Team
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com regarding receiving a report on the fraudulent activity that occurred at your store. 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. Yesterday, your Western Union Account Executive delivered the requested information that had been prepared from our Fraud Team. 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. Sincerely, Western Union Executive Resolutions Team
Dear Ms. [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 investigation and the results are that we have manually tested the online functionality of imputing four names for a recipient in Honduras. We also verified by recreating your online sessions that you are able to do so. According to your history of transactions to Honduras, they all appear with the first, middle, and two last names of your recipients and our records do not indicate any request for a change.Having considered the matters raised in your Complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Therefore, we have not upheld your Complaint.We sincerely apologize for any inconvenience you have experienced. 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]
Complaint: [redacted]
I am rejecting this response because: I am not sure what the problem with this company is. They are more than likely racially profiling me. As I have said before, they do NOT do this with ALL customers. Any employee at the point of sale where I have made these transactions, can easily and readily verify that. I have called them the other day..do you know why? Bec AGAIN they have asked me where I was born. This happened just a few days ago!!!!!!!Of course, I received no phone call from them. They do NOT CARE about the customers!!!! They are inconsiderate, and all they care about is money. They are not smart enough to keep the information of the receiver in their computer system. So they continually, and repeatedly harass customers who they see fit to harass. This matter should have been resolved a good while ago, and instead it persists. I don't want to hear nonsensical stupidity about fraud. How many criminals who commit fraud will write the home office, make phone calls to the company, as well as complain to you about being mistreated???I have told these individuals repeatedly where I was born, and they refuse to retain that information in their system. Instead, they repeatedly regurgitate the same verbiage that they were trained to say. Intelligent customers like myself will not fall for that verbal nonsense, that means nothing.
They CONTINUALLY ask the same questions every single time.I repeat, THEY DO NOT ASK EVERY SINGLE CUSTOMER WHERE THEY WERE BORN!!!!!!!!!! They only save that for certain customers. I am sick to death of their stupidity, racial profiling, discrimination, inconsiderate attitude, and their extremely stubborn refusal to put an end to this. This is why companies fold...we get tired of being treated like garbage while they arrogantly take as much money as they can from customers, with zero concern as to how their standard operating procedures for certain customers affects them. Their attitude, and arrogance in addition to racial profiling, is disgusting on every level there is.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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 have now completed our investigation and will address your concerns accordingly. Upon further review and follow up with our Digital team, we were able to confirm that a refund for your transaction was initiated on April 29, 2016 and may take up to 7 business days to reflect in your account. 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 [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. Per our records, you contacted us on January 15, 2016 to advise us that the bank in Germany had the payment and they had not allocated the payment properly, but it had been corrected by the bank and your issue was resolved. 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] Tell us why here...
Initial Business Response /* (1000, 4, 2015/04/23) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience...
and for the struggles you faced interacting with our operator online. As we are a global company, we have several customer service centers throughout the world where your inquiry may be handled.
Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable. We have identified the operator you corresponded with, we have provided specific feedback to that individual. We are deeply sorry for this experience you have had.
We cannot grant your request for a refund, as the transfer was already paid to the intended recipient, any funds would need to be obtained from the individual who received them.
We regret any inconvenience this matter may have caused. It is our hope 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.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I felt verbally offended and discriminated by the Western union employee and their overall lack of help was less than appropriate.
I lost the money I sent since it did not go to the right recipient.
I will never again use Western Union. The experience and the poor customer service skills reflects on the personality of everyone in that company from top to bottom because you allow it to happen.
Complaint: [redacted]
I am rejecting this response because:Hi,Thank you for your response. I have eventually received the money .However, I haven't cancelled the transaction. Right at the moment it was supposed to gibe me the MTCN number, the system "crashed" and although it looks like the payment had gone trough, instead of MTCN I got an cancelation error. So it was Western Union who cancelled this transaction and I had to do it at a store.Since that day I cannot use westernunion.com anymore, I submitted a complaint about it a few times, but no one really took the ownership of the problem.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the many Western Union Associates I spoke with never gave me the option of going to the bank and telling the bank what the reduced value was in order to cash it, which is how I got it cashed. Western Union needs to address this type of issue on their FAQs and educate their employees on how to resolve this type of complaint with their customers, if they want to keep their customers.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/13) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent back on, July, 23, 2015. After the test question and answer was added the funds were still...
available to be collected by your receiver.
There are no entries/attempts of locations in Puerto Rica trying to access the money transfer to pay out the funds. Our records indicate that a full refund was processed on July, 25, 2015, and was successfully picked up on July, 29, 2015.
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 have reviewed the transaction that you sent back on, July, 23, 2015. After the test question and answer was added the funds were still available to be collected by your receiver.
There are no entries/attempts of locations in Puerto Rica trying to access the money transfer to pay out the funds. Our records indicate that a full refund was processed on July, 25, 2015, and was successfully picked up on July, 29, 2015.
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.
Western Union Reference Number: [redacted]Dear [redacted],Western Union is writing in response to the complaint we received from you dated 02/20/2018. In your complaint, you indicate that you requested a refund on your money order in the amount of $500. As a result, you submitted a money order...
refund request to Western Union and included the processing fees. You are requesting assistance in having your request completed as you have not received a refund to date.Our records indicate that we received your original money order refund request and the appropriate business unit processed your request. Western Union issued refund checks on 02/20/2018 via the following check number: [redacted] $500.00The aforementioned refund checks were issued to the mailing address you provided in your request:[redacted]Please allow 7-14 business days to receive the aforementioned refund checks via mail. In the event that you do not receive the refund checks within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you.Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #: [redacted].You may also email us at [redacted]Sincerely,The Western Union Executive Resolutions Team ref:_00D15F40r._5001Co68TH:refThe information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of the Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. The WU Pay department confirmed that the first payment from [redacted] Bank was received on November 14, 2015....
As you mentioned in your complaint, you initiated the charge-back process with [redacted] Bank and the funds were reimbursed back to your account on November 19, 2015. Western Union was debited the amount, $402.99.Due to an internal technical glitch, Western Union was unable to apply the funds that were received through [redacted] Bank to the transfer (Money Transfer Control Number/MTCN). Western Union refunded your [redacted] account on December 7, 2015. At this point, your [redacted] Bank account had already been credited since November 19, 2015, therefore, two refunds for the same amount should appear in your bank statement, one, as a result of the charge-back request that was processed through your bank and the second one that was sent on December 7, 2015 directly from Western Union.The WU Pay department attempted to contact you by telephone on February 5, 6 and 9 but were unable to reach you. Please follow up with [redacted] Bank in case that you are not able to see the credit. Your bank statement for the months of November and December should show two credits for $402.99.The payment that was received through TD Bank covered for the extra credit that you received. Otherwise, a collection process would have initiated to recover the extra credit issued to your bank.As a courtesy, we have awarded your MYWU account with 600 points. These points can be used to cover the fees on your next 4 transactions.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 obtain a 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
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 reviewed your concern with the Prepaid Card Services team. It has been confirmed that the mail refund for $2,000.00 came back...
undeliverable as addressed. We contacted you by telephone on March 16, 2016 and your physical address has been verified. You were advised to allow 7-10 days for the mailing. We shared direct contact information in case you require additional support. 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 obtain your funds back. 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, 2015/10/08) */
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 sent on August 24, 2015. We have...
reviewed the call recording that took place when your Quick Collect payment was recorded and no faulty service was identified. The customer service representative verified the details of the payment more than once prior to submitting the payment.
The subscriber that received the funds in error has returned the money back to Western Union. A full refund was sent to your registered physical address via overnight delivery. The refund check should be delivered on October 9, 2015.
Western Union apologizes that you found difficulty working with our Customer Support. 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.
We regret any inconvenience this matter has caused.
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 case. Our records show that the transaction for $550.00 with a $5.00 fee was sent on December 13, 2015 using...
Western Union WUPay services. The payment authorization was received on December 21, 2015 and WUPay declined the transfer on the same day. A refund was processed and sent via regular mail to your home address on December 22, 2015.We show no delay in the refund process. As this investigation has shown that the funds were returned in December; we will be denying your request for a refund. A separate e-mail with the proof of payment was sent to you on March 15, 2016.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 obtain your funds back. 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 [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 show this Money Transfer was cancelled in our system, and your card was not charged. If your records do not indicate this, please provide us with a copy of your bank statement dated July 7, 2017 to the present so that we may review. We sincerely apologize for any inconvenience you have experienced 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. Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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. Our records indicate that there are no issues on Western Union’s side that would prevent you from...
using our WUPay services. We see that the last transaction you sent, using the WUPay service, was declined due to a mismatch of the name on the transaction and the account that funded the transfer. Additionally, we want to advise you that Western Union decided to discontinue WU Pay as a payment option for business reasons. However, you may still be able to transact online using your credit card or other payment options. We have also reviewed the available call recordings and, based on the review, the appropriate follow up was made with the representatives in-question. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, should you have any additional questions or require further assistance, please do not hesitate to contact us once more Kind Regards, [redacted]
Initial Business Response /* (1000, 4, 2015/09/10) */
Dear [redacted]
Western Union is responding to your August 21, 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.
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 [redacted],Western Union is writing in response to the complaint we received from you on 11/06/2017 through the Revdex.com. In your complaint, you indicate that you used the Western Union services to make a payment for your student loan with the [redacted] in [redacted]; however, you...
were recently informed by [redacted] that they did not receive your payment from October 2016 and you would like to obtain a refund for the transaction. Western has investigated this matter. Our records indicate that your money transfers from 2014, 2015 and 2016 are identical. The transaction in question was processed using the same swift code of the previous transactions outlined above. The swift code in question belongs to the [redacted], as indicated by our bank processor. Swift codes are information of public knowledge and it is also possible to confirm the name of the banking institution associated to a swift code through a regular browser search.The transaction under MTCN ending in 6241 was successful with a processing date of 31 October 2016. This transaction was delivered with [redacted] as the receiving bank. It should be noted that the direct to bank service is meant for personal transactions, not for payments. Western Union cannot process a refund at this time since the funds were successfully delivered to the banking institution associated to the details provided at the time of send. The receiving bank should be contacted so they can trace the deposit and generate a refund.Western Union has provided you with a trace of funds confirmation under separate cover. Please use that document to follow up with the receiving bank.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced while interacting with our Customer Service Representatives. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union 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 [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. Sincerely,[redacted]
Initial Business Response /* (1000, 4, 2015/04/13) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer 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 this Money Order was paid correctly on December 17th, 2014, to the intended recipient, no refund is due. A copy of the processed money order was sent to you on January 12th, 2015 per your request for a trace. We have again sent you a copy of the cashed item, under separate cover for security purposes.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Dear Ms. [redacted]: We are writing in response to your recent complaint to the Revdex.com (Revdex.com). In your complaint, you expressed concern that your November 1, 2017 mortgage payment was not received with your mortgage provider [redacted] Mortgage. You stated that we would not provide...
you the information needed to confirm that this payment was successfully placed using the Western Union Equity Accelerator Program. You are requesting that we provide written proof of your payment. Our records indicate that on November 26, 2017, we agreed to send you confirmation that your payment was received at [redacted] Mortgage on November 1, 2017. It was explained to you that it would take 7 to 10 business days for you to receive the information. On December 12, 2017, you sent us an email stating that you received the proof of payment confirmation on December 2, 2017, which was a day after you filed your complaint with the Revdex.com. Please accept our apology for the delay and inconvenience this matter may have caused you. You may contact our Western Union Customer Care Center at 800.325.6000 with any additional questions or concerns. Sincerely, The Western Union Executive Resolutions Team
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com regarding receiving a report on the fraudulent activity that occurred at your store. 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. Yesterday, your Western Union Account Executive delivered the requested information that had been prepared from our Fraud Team. 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. Sincerely, Western Union Executive Resolutions Team
Dear Ms. [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 investigation and the results are that we have manually tested the online functionality of imputing four names for a recipient in Honduras. We also verified by recreating your online sessions that you are able to do so. According to your history of transactions to Honduras, they all appear with the first, middle, and two last names of your recipients and our records do not indicate any request for a change.Having considered the matters raised in your Complaint and the evidence available, Western Union does not believe that there has been lapse in customer service or misconduct on our part. Therefore, we have not upheld your Complaint.We sincerely apologize for any inconvenience you have experienced. 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]
Complaint: [redacted]
I am rejecting this response because: I am not sure what the problem with this company is. They are more than likely racially profiling me. As I have said before, they do NOT do this with ALL customers. Any employee at the point of sale where I have made these transactions, can easily and readily verify that. I have called them the other day..do you know why? Bec AGAIN they have asked me where I was born. This happened just a few days ago!!!!!!!Of course, I received no phone call from them. They do NOT CARE about the customers!!!! They are inconsiderate, and all they care about is money. They are not smart enough to keep the information of the receiver in their computer system. So they continually, and repeatedly harass customers who they see fit to harass. This matter should have been resolved a good while ago, and instead it persists. I don't want to hear nonsensical stupidity about fraud. How many criminals who commit fraud will write the home office, make phone calls to the company, as well as complain to you about being mistreated???I have told these individuals repeatedly where I was born, and they refuse to retain that information in their system. Instead, they repeatedly regurgitate the same verbiage that they were trained to say. Intelligent customers like myself will not fall for that verbal nonsense, that means nothing.
They CONTINUALLY ask the same questions every single time.I repeat, THEY DO NOT ASK EVERY SINGLE CUSTOMER WHERE THEY WERE BORN!!!!!!!!!! They only save that for certain customers. I am sick to death of their stupidity, racial profiling, discrimination, inconsiderate attitude, and their extremely stubborn refusal to put an end to this. This is why companies fold...we get tired of being treated like garbage while they arrogantly take as much money as they can from customers, with zero concern as to how their standard operating procedures for certain customers affects them. Their attitude, and arrogance in addition to racial profiling, is disgusting on every level there is.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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 have now completed our investigation and will address your concerns accordingly. Upon further review and follow up with our Digital team, we were able to confirm that a refund for your transaction was initiated on April 29, 2016 and may take up to 7 business days to reflect in your account. 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 [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. Per our records, you contacted us on January 15, 2016 to advise us that the bank in Germany had the payment and they had not allocated the payment properly, but it had been corrected by the bank and your issue was resolved. 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] Tell us why here...
Initial Business Response /* (1000, 4, 2015/04/23) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Quality service to our consumers is our primary concern at Western Union. My apologies for your overall experience...
and for the struggles you faced interacting with our operator online. As we are a global company, we have several customer service centers throughout the world where your inquiry may be handled.
Many of our customer service representatives communicate in second or third languages; we nonetheless expect that all communication is clear and understandable. We have identified the operator you corresponded with, we have provided specific feedback to that individual. We are deeply sorry for this experience you have had.
We cannot grant your request for a refund, as the transfer was already paid to the intended recipient, any funds would need to be obtained from the individual who received them.
We regret any inconvenience this matter may have caused. It is our hope 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.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I felt verbally offended and discriminated by the Western union employee and their overall lack of help was less than appropriate.
I lost the money I sent since it did not go to the right recipient.
I will never again use Western Union. The experience and the poor customer service skills reflects on the personality of everyone in that company from top to bottom because you allow it to happen.
Complaint: [redacted]
I am rejecting this response because:Hi,Thank you for your response. I have eventually received the money .However, I haven't cancelled the transaction. Right at the moment it was supposed to gibe me the MTCN number, the system "crashed" and although it looks like the payment had gone trough, instead of MTCN I got an cancelation error. So it was Western Union who cancelled this transaction and I had to do it at a store.Since that day I cannot use westernunion.com anymore, I submitted a complaint about it a few times, but no one really took the ownership of the problem.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, the many Western Union Associates I spoke with never gave me the option of going to the bank and telling the bank what the reduced value was in order to cash it, which is how I got it cashed. Western Union needs to address this type of issue on their FAQs and educate their employees on how to resolve this type of complaint with their customers, if they want to keep their customers.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/13) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com.
We have reviewed the transaction that you sent back on, July, 23, 2015. After the test question and answer was added the funds were still...
available to be collected by your receiver.
There are no entries/attempts of locations in Puerto Rica trying to access the money transfer to pay out the funds. Our records indicate that a full refund was processed on July, 25, 2015, and was successfully picked up on July, 29, 2015.
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 have reviewed the transaction that you sent back on, July, 23, 2015. After the test question and answer was added the funds were still available to be collected by your receiver.
There are no entries/attempts of locations in Puerto Rica trying to access the money transfer to pay out the funds. Our records indicate that a full refund was processed on July, 25, 2015, and was successfully picked up on July, 29, 2015.
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
Western Union Reference Number: [redacted]Dear [redacted],Western Union is writing in response to the complaint we received from you dated 02/20/2018. In your complaint, you indicate that you requested a refund on your money order in the amount of $500. As a result, you submitted a money order...
refund request to Western Union and included the processing fees. You are requesting assistance in having your request completed as you have not received a refund to date.Our records indicate that we received your original money order refund request and the appropriate business unit processed your request. Western Union issued refund checks on 02/20/2018 via the following check number: [redacted] $500.00The aforementioned refund checks were issued to the mailing address you provided in your request:[redacted]Please allow 7-14 business days to receive the aforementioned refund checks via mail. In the event that you do not receive the refund checks within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you.Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #: [redacted].You may also email us at [redacted]Sincerely,The Western Union Executive Resolutions Team ref:_00D15F40r._5001Co68TH:refThe information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of the Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.We have reviewed your concern. The WU Pay department confirmed that the first payment from [redacted] Bank was received on November 14, 2015....
As you mentioned in your complaint, you initiated the charge-back process with [redacted] Bank and the funds were reimbursed back to your account on November 19, 2015. Western Union was debited the amount, $402.99.Due to an internal technical glitch, Western Union was unable to apply the funds that were received through [redacted] Bank to the transfer (Money Transfer Control Number/MTCN). Western Union refunded your [redacted] account on December 7, 2015. At this point, your [redacted] Bank account had already been credited since November 19, 2015, therefore, two refunds for the same amount should appear in your bank statement, one, as a result of the charge-back request that was processed through your bank and the second one that was sent on December 7, 2015 directly from Western Union.The WU Pay department attempted to contact you by telephone on February 5, 6 and 9 but were unable to reach you. Please follow up with [redacted] Bank in case that you are not able to see the credit. Your bank statement for the months of November and December should show two credits for $402.99.The payment that was received through TD Bank covered for the extra credit that you received. Otherwise, a collection process would have initiated to recover the extra credit issued to your bank.As a courtesy, we have awarded your MYWU account with 600 points. These points can be used to cover the fees on your next 4 transactions.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 obtain a 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
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 reviewed your concern with the Prepaid Card Services team. It has been confirmed that the mail refund for $2,000.00 came back...
undeliverable as addressed. We contacted you by telephone on March 16, 2016 and your physical address has been verified. You were advised to allow 7-10 days for the mailing. We shared direct contact information in case you require additional support. 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 obtain your funds back. 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, 2015/10/08) */
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 sent on August 24, 2015. We have...
reviewed the call recording that took place when your Quick Collect payment was recorded and no faulty service was identified. The customer service representative verified the details of the payment more than once prior to submitting the payment.
The subscriber that received the funds in error has returned the money back to Western Union. A full refund was sent to your registered physical address via overnight delivery. The refund check should be delivered on October 9, 2015.
Western Union apologizes that you found difficulty working with our Customer Support. 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.
We regret any inconvenience this matter has caused.
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 case. Our records show that the transaction for $550.00 with a $5.00 fee was sent on December 13, 2015 using...
Western Union WUPay services. The payment authorization was received on December 21, 2015 and WUPay declined the transfer on the same day. A refund was processed and sent via regular mail to your home address on December 22, 2015.We show no delay in the refund process. As this investigation has shown that the funds were returned in December; we will be denying your request for a refund. A separate e-mail with the proof of payment was sent to you on March 15, 2016.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 obtain your funds back. 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 [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 show this Money Transfer was cancelled in our system, and your card was not charged. If your records do not indicate this, please provide us with a copy of your bank statement dated July 7, 2017 to the present so that we may review. We sincerely apologize for any inconvenience you have experienced 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. Best Regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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. Our records indicate that there are no issues on Western Union’s side that would prevent you from...
using our WUPay services. We see that the last transaction you sent, using the WUPay service, was declined due to a mismatch of the name on the transaction and the account that funded the transfer. Additionally, we want to advise you that Western Union decided to discontinue WU Pay as a payment option for business reasons. However, you may still be able to transact online using your credit card or other payment options. We have also reviewed the available call recordings and, based on the review, the appropriate follow up was made with the representatives in-question. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, should you have any additional questions or require further assistance, please do not hesitate to contact us once more Kind Regards, [redacted]