Initial Business Response /* (1000, 4, 2015/12/08) */
Dear [redacted],
Western Union is responding to your November 24, 2015 complaint to the Revdex.com.
Our records indicate that we have investigated your concerns previously and our findings have not changed, as we have...
determined that both Money Transfers presented were paid correctly according to our company's policies and procedures. Please see attached Paid Correct Letters sent to you under separate cover for security and privacy purposes.
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 1-800-325-6000.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the correspondence we received from you from the Revdex.com dated May 29, 2015. In your communication, you reported to us that you are requesting a refund for a lost Money...
Order.
Our records indicate that we did receive the request from you on March 12, 2015. However, it did not include sufficient proof of purchase, and your claim was denied on April 21, 2015. We have since, received the requested additional information, and have processed a refund to you, it was sent to you via USPS on June 2, 2015. Please allow 7 to 10 business days for delivery.
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]
Western Union Reference Number: [redacted] Dear [redacted], Western Union is writing in response to the complaint you filed with the Revdex.com on 10/24/2017. In your complaint, you indicate that you were a victim of a scam and you would like to be reimbursed. You...
indicate that Western Union did not aid in preventing this hardship and you had difficulties with law enforcement acquiring information from our customer service representatives. Western Union has investigated your concerns. Our records indicate that you sent two transactions from The United States totaling $1,630 to two consumers located in California. Please review the information referenced below for further details pertaining to the transaction in question. MTCN: [redacted] On 10/03/17 at 18:50:47 Eastern Standard Time, you initiated a transfer for $550 to [redacted] in California. On 10/03/2017 at 21:09:38 Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. Western Union’s policies and procedures were properly followed, and the transaction was paid correctly. A refund is not available as the funds were paid to the named payee as directed. MTCN: [redacted] On 10/04/17 at 18:06:20 Eastern Standard Time, you initiated a transfer for $1080 to [redacted] in California. On 10/04/2017 at 19:31:31 Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. Western Union’s policies and procedures were properly followed, and the transaction was paid correctly. A refund is not available as the funds were paid to the named payee as directed. Please note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for payment. Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com. Also, Western Union’s website and the Send Money forms provided at the agent location also contain a toll-free number consumers may call if they suspect they have been a victim of fraud. When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, a fraud report was filed for both individuals with Western Union on 10/6/2017 and 10/9/2017, fraud case number: [redacted] and [redacted]. Western Union has taken steps to identify the named receivers in order to block them from receiving Western Union money transfers in the future. Due to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation. Due to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena. The aforementioned request can be submitted by law enforcement via the following channels: Address: Western Union Financial Services, Inc. Attn: Custodian of Records 12500 E. Belford Avenue, M21A2 Englewood, CO 80112 Email: [email protected] 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 as closed. If you have additional questions or concerns regarding this complaint or resolution, please contact Corporate Headquarters at 720-332-1000, and provide the Western Union Reference # [redacted]. You may also email us at [email protected]. Sincerely, The Executive Resolutions Team
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal. Western Union has investigated this matter. We have attempted to contact you on several occasions requesting additional information from the location involved in your original complaint; however, we have not received any response from you.In addition, our records indicate that an Agent called on September 17, 2016 requesting assistance to refund the transaction as per your request. The Customer Service Representative that assisted you and the Agent during the phone call, indicated that when a customer requests a refund, it is processed for the principal amount only. The Agent informed you and you agreed to take the refund. Furthermore, our records indicate that the refund of principal amount was picked up on September 17, 2016. In order for us to determine whether there was faulty service from our side, please provide us with the agency information previously requested so we may consider the possibility of refunding the fees as well. Sincerely,The Western Union Executive Resolutions Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I spoke with agent #[redacted] and #[redacted] through the ###-###-#### that was unable to locate my money order number or my current mailing address. On today at 10:03 am I requested a supervisor/manager callback within the hour, it's 5:08pm and to date NO one has callback. I have left several messages for someone named [redacted] at ###-###-#### but he does not or will not return a call. This process is very frustrating. The only two numbers I have to contact Western Union are not good numbers.
I completely understand there is a process in everything but I feel as though I have been violated not once but twice.
I will never ever purchase another money order that associates with Western Union.
Due to all the issues because I was told on several occasions that my refund was in the mail, I would like for the refund to be sent overnight mail to me.
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal regarding a Money Order.Western Union has investigated this matter. Our records indicate that the completed Refund Request Form was not received by Western Union. In...
addition, please be informed that the referenced Money Order was cashed on May 02, 2017 at [redacted]. We have sent a copy of the cashed Money Order via separate email. Unfortunately, we are not able to provide further details as to whom cashed this item, since this information is only known to [redacted]. Western Union apologizes that you found difficulty working with our Customer Support Department. Quality service to our consumers is our primary concern at Western Union and when a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. Please be aware that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We want to thank you for your feedback and want you to know that we have taken the necessary steps to correct the issue. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted] . You may also email us at [redacted] .Sincerely,The Western Union Executive Resolutions Team
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please note that we have concluded our investigation of your Complaint. Thank you for your patience while we carried out our investigation.Our records indicate on...
September 29, 2017 at 1:43 PM Eastern Standard Time, you initiated a transfer for $300.00 to [redacted] in USA. On October 1, 2017 at 11:33 AM Eastern Standard Time the transaction was refunded as per your request under a new MTCN which has been successfully paid out. On September 29, 2017 at 09:44:14 AM Eastern Standard Time, you initiated a web transfer for $300.00 to [redacted] in USA. On September 29, 2017 at 1:17PM Eastern Standard Time you requested a refund of the transaction; however, since this was a web money transfer Western Union could not refund the funds immediately until the money was deposited into our account. On October 14, 2017 at 21:44 PM Eastern Standard Time, the payment was received by Western Union and we could complete the refund. Depending on your bank’s policy, it should take between 3-5 business days for the funds to be available. At this point, the funds should have been received.Having considered the matters raised in your Complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers.As an apology for the inconvenience, Western Union has added 300 points on your MYWU account, equivalent to two fee free transactions.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted]Best regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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 January 15, 2016. Due to a technical glitch on our bank partner’s side, the funds could...
not be credited to the recipient’s bank account. Your full refund was processed on February 24, 2016. Depending on your bank policies, it may take 3-5 business days to reflect. As a courtesy and because of the inconvenience, we have sent you a separate e-mail with 3 promotional codes that will cover the fees on your next three transfers. You should not experience a similar situation in your future money transfers as the issue has been identified and fixed.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
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 29, 2015. Our records...
indicate that the funds were correctly deposited on August 31, 2015, as indicated on your receipt.
We contacted you by telephone on October 27, 2015. You confirmed that your receiver was credited on the correct date.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
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 this transaction paid correctly to the intended recipient Hanger Law on December 11, 2015. We cannot provide a refund. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html. All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. 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...
Dear [redacted] This is in response to the complaint that you filed with the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that for us to be able to review your Money Order inquiry, we need you to fill out the attached Refund...
Request form. The form is needed to be able to conduct the proper research into the complaint. Once the form is received we can review the information and provide you with the information that you have requested. Western Union extends its sincere apology for any inconvenience this may have caused. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/26) */
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 unauthorized transaction that was sent on July 10, 2015....
The funds were collected at its destination on August 11, 2015. Please proceed to dispute the unauthorized charge with your credit card company.
When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist local law enforcement in their investigation. According to our records, a fraud report was filed with Western Union, case number XXXXXXX, on August 11, 2015. Western Union has taken steps to identify the named receiver in order to block them from receiving Western Union money transfers in the future.
Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com.
We regret any inconvenience this matter has caused.
Sincerely,
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated your concerns. Our records indicate that in December 5, 2017, you initiated two transactions from the United States totaling 1,950.00 USD to a consumer located in United...
States. Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed an investigation into your complaint and it was concluded that the transaction under [redacted] was not paid out correctly according to Western Union’s terms and conditions. The paying agent could not provide the necessary documentation to confirm the correct payment of the transaction. As a result of the aforementioned, Western Union processed a refund for principal and charges on January 24, 2018. Our records reflect that the refund information was provided to you and the refund was collected successfully. The second transaction completed was paid out correctly according to Western Union’s terms and conditions; therefore, a refund of the transaction is not available. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. 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]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have attempted to obtain additional information from you via email on June 6, 2016 and June 8, 2016. As we have not received a response, we were unable to further investigate this matter. At...
this time, Western Union will consider this matter resolved. However, if you do provide the requested information, we will reopen your case and will look into this issue further. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Initial Business Response /* (1000, 4, 2015/11/06) */
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.
The Compliance department reviewed the information that you provided and was...
able to make the funds available to your receiver in United Arab Emirates.
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.
We regret any inconvenience this matter has caused.
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 show that your transaction was refunded on February 9, 2016 per your request. If this is not the case, please provide to us a copy of your bank statement dated 2/08/2016 to present. 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...
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 incident that you have reported. As you mentioned in your...
complaint, the first attempt that you initiated on September 9, 2015 at 15:53:26 EST was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. The second attempt that you made on the same day (using a different payment method) at 21:56:06 EST was approved and has already been collected by your receiver.
The request to permanently remove your bank account from Western Union systems has been successfully completed.
Western Union apologizes that you found difficulty working with our Customer 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
Initial Consumer Rebuttal /* (2000, 6, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to clarify that there were 3 total requests that I placed. The first one was declined, the third one was successful. The second one there is no record of.
However, this response serves as written validation that there is no open request, and my bank account has been deleted, so I accept this resolution.
Complaint: [redacted]
I am rejecting this response because: I gave the Western union Explicit info 6/14/2016 I purchased the money order 06/07/2016 [redacted] Foley Ala I believe Western Union is Dragging its Feet, I have Senator [redacted], and [redacted] on board with this to Resolve. This is Unacceptable. Western should release 400.00 to [redacted] in Foley Ala, to give to me.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding the your complaint with the Revdex.com. In your complaint, you have stated that you were needing to request a refund on an outstanding money order and you were asking to waive the processing fees for the request. We have now completed...
our investigation and will address your concerns accordingly. Our records indicate that your request was received at Western Union on August 17, 2016 and was processed on August 18, 2016. The refund check was sent to the address you have provided on the request form. The check should arrive to the address within 5-10 business days. The processing fee is non-refundable – this information is provided on the money order stub and the Customer Request form. We apologize for any inconvenience; however, we are not able to reimburse the fees paid, even though you provided the original item with your request. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted]This is in response to the rebuttal you sent to the Revdex.com regarding a refund of a money transaction from the beginning of May which you refer to as your original money transfer. Western Union has previously addressed this concern.Western Union was not in receipt of funds for the transaction. It was cancelled prior your bank releasing the funds to Western Union. Please provide a bank statement from the time you initiated the transaction to present time showing the deduction from your account.The technical issue you have referenced in your complaint was due to transactions showing as “pending” on your online account when in fact, the transactions were not completed. Western Union did not pull funds from your account on these transactions.You have attempted to send multiple money transfer using Western Union’s online service. Western Union made a business decision to decline your transaction due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.At this time, Western Union considers this matter closed. If you have documentation showing a deduction made by Western Union for the transaction in question, please email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ and we will reopen your case to investigate the matter.Sincerely,The Western Union Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/12/08) */
Dear [redacted],
Western Union is responding to your November 24, 2015 complaint to the Revdex.com.
Our records indicate that we have investigated your concerns previously and our findings have not changed, as we have...
determined that both Money Transfers presented were paid correctly according to our company's policies and procedures. Please see attached Paid Correct Letters sent to you under separate cover for security and privacy purposes.
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 1-800-325-6000.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the correspondence we received from you from the Revdex.com dated May 29, 2015. In your communication, you reported to us that you are requesting a refund for a lost Money...
Order.
Our records indicate that we did receive the request from you on March 12, 2015. However, it did not include sufficient proof of purchase, and your claim was denied on April 21, 2015. We have since, received the requested additional information, and have processed a refund to you, it was sent to you via USPS on June 2, 2015. Please allow 7 to 10 business days for delivery.
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]
Western Union Reference Number: [redacted] Dear [redacted], Western Union is writing in response to the complaint you filed with the Revdex.com on 10/24/2017. In your complaint, you indicate that you were a victim of a scam and you would like to be reimbursed. You...
indicate that Western Union did not aid in preventing this hardship and you had difficulties with law enforcement acquiring information from our customer service representatives. Western Union has investigated your concerns. Our records indicate that you sent two transactions from The United States totaling $1,630 to two consumers located in California. Please review the information referenced below for further details pertaining to the transaction in question. MTCN: [redacted] On 10/03/17 at 18:50:47 Eastern Standard Time, you initiated a transfer for $550 to [redacted] in California. On 10/03/2017 at 21:09:38 Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. Western Union’s policies and procedures were properly followed, and the transaction was paid correctly. A refund is not available as the funds were paid to the named payee as directed. MTCN: [redacted] On 10/04/17 at 18:06:20 Eastern Standard Time, you initiated a transfer for $1080 to [redacted] in California. On 10/04/2017 at 19:31:31 Eastern Standard Time, a person with identification bearing the name of [redacted] went to an agent location in California to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. Western Union’s policies and procedures were properly followed, and the transaction was paid correctly. A refund is not available as the funds were paid to the named payee as directed. Please note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for payment. Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com. Also, Western Union’s website and the Send Money forms provided at the agent location also contain a toll-free number consumers may call if they suspect they have been a victim of fraud. When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, a fraud report was filed for both individuals with Western Union on 10/6/2017 and 10/9/2017, fraud case number: [redacted] and [redacted]. Western Union has taken steps to identify the named receivers in order to block them from receiving Western Union money transfers in the future. Due to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena. Western Union is willing to assist law enforcement with their investigation. Due to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent location without a validly issued and served subpoena. The aforementioned request can be submitted by law enforcement via the following channels: Address: Western Union Financial Services, Inc. Attn: Custodian of Records 12500 E. Belford Avenue, M21A2 Englewood, CO 80112 Email: [email protected] 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 as closed. If you have additional questions or concerns regarding this complaint or resolution, please contact Corporate Headquarters at 720-332-1000, and provide the Western Union Reference # [redacted]. You may also email us at [email protected]. Sincerely, The Executive Resolutions Team
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal. Western Union has investigated this matter. We have attempted to contact you on several occasions requesting additional information from the location involved in your original complaint; however, we have not received any response from you.In addition, our records indicate that an Agent called on September 17, 2016 requesting assistance to refund the transaction as per your request. The Customer Service Representative that assisted you and the Agent during the phone call, indicated that when a customer requests a refund, it is processed for the principal amount only. The Agent informed you and you agreed to take the refund. Furthermore, our records indicate that the refund of principal amount was picked up on September 17, 2016. In order for us to determine whether there was faulty service from our side, please provide us with the agency information previously requested so we may consider the possibility of refunding the fees as well. Sincerely,The Western Union Executive Resolutions Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because I spoke with agent #[redacted] and #[redacted] through the ###-###-#### that was unable to locate my money order number or my current mailing address. On today at 10:03 am I requested a supervisor/manager callback within the hour, it's 5:08pm and to date NO one has callback. I have left several messages for someone named [redacted] at ###-###-#### but he does not or will not return a call. This process is very frustrating. The only two numbers I have to contact Western Union are not good numbers.
I completely understand there is a process in everything but I feel as though I have been violated not once but twice.
I will never ever purchase another money order that associates with Western Union.
Due to all the issues because I was told on several occasions that my refund was in the mail, I would like for the refund to be sent overnight mail to me.
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal regarding a Money Order.Western Union has investigated this matter. Our records indicate that the completed Refund Request Form was not received by Western Union. In...
addition, please be informed that the referenced Money Order was cashed on May 02, 2017 at [redacted]. We have sent a copy of the cashed Money Order via separate email. Unfortunately, we are not able to provide further details as to whom cashed this item, since this information is only known to [redacted]. Western Union apologizes that you found difficulty working with our Customer Support Department. Quality service to our consumers is our primary concern at Western Union and when a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. Please be aware that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We want to thank you for your feedback and want you to know that we have taken the necessary steps to correct the issue. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted] . You may also email us at [redacted] .Sincerely,The Western Union Executive Resolutions Team
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please note that we have concluded our investigation of your Complaint. Thank you for your patience while we carried out our investigation.Our records indicate on...
September 29, 2017 at 1:43 PM Eastern Standard Time, you initiated a transfer for $300.00 to [redacted] in USA. On October 1, 2017 at 11:33 AM Eastern Standard Time the transaction was refunded as per your request under a new MTCN which has been successfully paid out. On September 29, 2017 at 09:44:14 AM Eastern Standard Time, you initiated a web transfer for $300.00 to [redacted] in USA. On September 29, 2017 at 1:17PM Eastern Standard Time you requested a refund of the transaction; however, since this was a web money transfer Western Union could not refund the funds immediately until the money was deposited into our account. On October 14, 2017 at 21:44 PM Eastern Standard Time, the payment was received by Western Union and we could complete the refund. Depending on your bank’s policy, it should take between 3-5 business days for the funds to be available. At this point, the funds should have been received.Having considered the matters raised in your Complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers.As an apology for the inconvenience, Western Union has added 300 points on your MYWU account, equivalent to two fee free transactions.Western Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at [redacted]Best regards,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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 January 15, 2016. Due to a technical glitch on our bank partner’s side, the funds could...
not be credited to the recipient’s bank account. Your full refund was processed on February 24, 2016. Depending on your bank policies, it may take 3-5 business days to reflect. As a courtesy and because of the inconvenience, we have sent you a separate e-mail with 3 promotional codes that will cover the fees on your next three transfers. You should not experience a similar situation in your future money transfers as the issue has been identified and fixed.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, 2015/10/27) */
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 29, 2015. Our records...
indicate that the funds were correctly deposited on August 31, 2015, as indicated on your receipt.
We contacted you by telephone on October 27, 2015. You confirmed that your receiver was credited on the correct date.
Western Union apologizes that you found difficulty using this service. 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 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 transaction paid correctly to the intended recipient Hanger Law on December 11, 2015. We cannot provide a refund. Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html. All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like. 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...
Dear [redacted] This is in response to the complaint that you filed with the Revdex.com. We sincerely apologize for the problems that you have experienced. Please know that for us to be able to review your Money Order inquiry, we need you to fill out the attached Refund...
Request form. The form is needed to be able to conduct the proper research into the complaint. Once the form is received we can review the information and provide you with the information that you have requested. Western Union extends its sincere apology for any inconvenience this may have caused. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/26) */
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 unauthorized transaction that was sent on July 10, 2015....
The funds were collected at its destination on August 11, 2015. Please proceed to dispute the unauthorized charge with your credit card company.
When a consumer reports to Western Union that they have been a victim of fraud, Western Union takes a report and is available to assist local law enforcement in their investigation. According to our records, a fraud report was filed with Western Union, case number XXXXXXX, on August 11, 2015. Western Union has taken steps to identify the named receiver in order to block them from receiving Western Union money transfers in the future.
Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com.
We regret any inconvenience this matter has caused.
Sincerely,
Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.com. Western Union has investigated your concerns. Our records indicate that in December 5, 2017, you initiated two transactions from the United States totaling 1,950.00 USD to a consumer located in United...
States. Please review the information referenced below for further details pertaining to the transaction in question. Western Union performed an investigation into your complaint and it was concluded that the transaction under [redacted] was not paid out correctly according to Western Union’s terms and conditions. The paying agent could not provide the necessary documentation to confirm the correct payment of the transaction. As a result of the aforementioned, Western Union processed a refund for principal and charges on January 24, 2018. Our records reflect that the refund information was provided to you and the refund was collected successfully. The second transaction completed was paid out correctly according to Western Union’s terms and conditions; therefore, a refund of the transaction is not available. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction in using our services. 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]<mailto:ExecutiveResolutionsDept@wes...⇄ Sincerely, Executive Resolutions Department Western Union
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have attempted to obtain additional information from you via email on June 6, 2016 and June 8, 2016. As we have not received a response, we were unable to further investigate this matter. At...
this time, Western Union will consider this matter resolved. However, if you do provide the requested information, we will reopen your case and will look into this issue further. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. Kind Regards,[redacted]
Initial Business Response /* (1000, 4, 2015/11/06) */
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.
The Compliance department reviewed the information that you provided and was...
able to make the funds available to your receiver in United Arab Emirates.
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.
We regret any inconvenience this matter has 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 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 show that your transaction was refunded on February 9, 2016 per your request. If this is not the case, please provide to us a copy of your bank statement dated 2/08/2016 to present. 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, 2015/09/23) */
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 incident that you have reported. As you mentioned in your...
complaint, the first attempt that you initiated on September 9, 2015 at 15:53:26 EST was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. The second attempt that you made on the same day (using a different payment method) at 21:56:06 EST was approved and has already been collected by your receiver.
The request to permanently remove your bank account from Western Union systems has been successfully completed.
Western Union apologizes that you found difficulty working with our Customer 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
Initial Consumer Rebuttal /* (2000, 6, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to clarify that there were 3 total requests that I placed. The first one was declined, the third one was successful. The second one there is no record of.
However, this response serves as written validation that there is no open request, and my bank account has been deleted, so I accept this resolution.
Complaint: [redacted]
I am rejecting this response because: I gave the Western union Explicit info 6/14/2016 I purchased the money order 06/07/2016 [redacted] Foley Ala I believe Western Union is Dragging its Feet, I have Senator [redacted], and [redacted] on board with this to Resolve. This is Unacceptable. Western should release 400.00 to [redacted] in Foley Ala, to give to me.
Sincerely,
[redacted]
Dear [redacted], Western Union is responding the your complaint with the Revdex.com. In your complaint, you have stated that you were needing to request a refund on an outstanding money order and you were asking to waive the processing fees for the request. We have now completed...
our investigation and will address your concerns accordingly. Our records indicate that your request was received at Western Union on August 17, 2016 and was processed on August 18, 2016. The refund check was sent to the address you have provided on the request form. The check should arrive to the address within 5-10 business days. The processing fee is non-refundable – this information is provided on the money order stub and the Customer Request form. We apologize for any inconvenience; however, we are not able to reimburse the fees paid, even though you provided the original item with your request. If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted]This is in response to the rebuttal you sent to the Revdex.com regarding a refund of a money transaction from the beginning of May which you refer to as your original money transfer. Western Union has previously addressed this concern.Western Union was not in receipt of funds for the transaction. It was cancelled prior your bank releasing the funds to Western Union. Please provide a bank statement from the time you initiated the transaction to present time showing the deduction from your account.The technical issue you have referenced in your complaint was due to transactions showing as “pending” on your online account when in fact, the transactions were not completed. Western Union did not pull funds from your account on these transactions.You have attempted to send multiple money transfer using Western Union’s online service. Western Union made a business decision to decline your transaction due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.At this time, Western Union considers this matter closed. If you have documentation showing a deduction made by Western Union for the transaction in question, please email us at [email protected]<mailto:ExecutiveResolutionsDept@wes...⇄ and we will reopen your case to investigate the matter.Sincerely,The Western Union Executive Resolution Team