Dear [redacted] This is in response to the Revdex.com Rebuttal. Western Union has investigated the matter. Our records indicate that on 08/06/2017 you initiated a transaction for $5,000.00 plus $5.00 for the service fee via Money Transfer Control Number (MTCN) [redacted]. Western Union has developed its Compliance Program to comply with federal and state regulatory requirements. As part of this program, we monitor transactions and have a responsibility to understand our customers’ usage. A previous transaction successfully sent does not guarantee that a future money transfer will be validated or rejected as each transfer is verified separately. At this time, we have confirmed that the money transfer which you sent on August 6, 2017 via our online services under Money Transfer Control Number (MTCN): [redacted], was declined due to the aforementioned validation process. Our records indicate that a charge-back was initiated on August 9, 2017 for the transaction in question by the issuing bank; therefore, the funds should have been reflected back in your account within 3-5 business days of that date depending on Bank procedures. You must file a dispute with your Bank if the funds have not been placed back in your account, as Western Union returned the funds to your Bank. 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, The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/23) */
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.
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 October 8, 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.
The funds can only be recovered from the individual who collected the money transfer. We would recommend that you seek law enforcement assistance to pursue a criminal investigation. In order for us to provide the police with information/documents that may help out to their investigation; please follow these steps:
1. Present the claim to your Local Police (law enforcement).
2. If they require information or documentation related to your transfer they should send a Subpoena Request to the email address: [redacted]@westernunion.com or to the address below so that the corresponding department can follow up on the request.
Western Union Financial Services, Inc.
Attn: Custodian of Records
12500 E. Belford Avenue, M21A2
Englewood, CO 80112
Western Union provides consumer fraud warnings and other consumer protection information on its Web site at www.westernunion.com. Western Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because my complaint states that I called the day that I realized that I was scammed 9/12/15 and no one that I talked to with Western Union informed me that a fraud report needed to be filed by Western Union. Western Union filed a report only because I was doing research and went back onto Western Unions website and ran across that information.
Initial Business Response /* (1000, 5, 2015/12/28) */
Dear [redacted],
Western Union is responding to your December 14, 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.
Our records indicate that Money Transfer Control Number XXX-XXX-8694 was canceled and the funds were not collected from your account. You will need to contact your bank to discuss the issue.
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.
Western Union has also investigated your concerns about the poor level of service you reported. Please be assured the behavior which you reported from the representatives handling your incident is not what we expect from our customer service representatives. We have reviewed our phone records and listened to the calls involved. Please accept our apologies for the inconvenience this may have caused you. We thank you for your feedback and want you to know that we will take the necessary steps to correct any issues.
Kind Regards,
[redacted]
Dear [redacted]This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western UnionExecutive Resolutions Department
Initial Business Response /* (1000, 4, 2015/05/18) */
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.
We have communicated with you, and requested the name of your recipient, or a Money Transfer Control Number as we are unable to locate a transaction, to date we have not been in receipt of the details requested. Please email me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
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 Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. The receiver showed up at the specified destination holding the details of the transfer. To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request. Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Before contacting the Law Enforcement please make sure you first file a Western Union Complaint by calling our Consumer Fraud department at [redacted]. Once this department provides you with a Fraud Case File, proceed to provide case number to Law Enforcement by filing a Police report. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because:
I Have not received a refund. I'm highly upset and soon will seek legal advice as I was evicted for non payment.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.To address your request for compensation for cash advance fees associated with your credit card, this is a charge assessed by your credit card issuer and not Western Union. You will need to address this issue with them, as money transfers sent using a credit card are considered a cash advance by the issuing bank.Please refer to our terms and conditions at [redacted].All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
I sent a wire transfer via Western Union (WU) on June 10th, 2017. I was told at the counter to call in to WU and was provided with a phone #. I called immediately while at the counter with the Representative. After working the million prompts and then being on hold, I finally got an actual person...
who then said the WU system was down and for me to call back in 20 Minutes. I did then I was told to call back in 1 hour, then 2 hours. I asked to speak with a supervisor. He came on the line and said to call back in 15-20 minutes. When I did, once again was told I had to call back in 1-2 hours even though the recording kept saying to call back in 30 minutes. I spent hours doing that. I was told someone would call me back within an hour. I'm still waiting for that happen and its now 8:11PM on June 11th, 2017 and I still have NOT gotten a refund and they still have NOT released the funds to the receiver. I waited this morning and of course no one from WU called me. I called on my break and ever since then, I've been on the phone with Western Union. They hung up on me a million times. Proudly declared that WU can do whatever it is that they want. A previous representative said, "WU is a giant, you don't know who you're up against". This is a habit, a pattern with wu. They have no one holding them accountable and therefore they get to do whatever they want. Each Representative I spoke with had a different story. ALL LIES. THEY LIE and LIE and LIE some more. Yesterday it was system down, then verification, then I was told the WU Location where I sent the money from did not send them an e-mail, which today turned out to a total lie when I got to the location, they Representative on the phone was speechless spoke with the Rep at the WU Location and was told all the documentation was submitted immediately according to protocol. The Manager at the WU Location also confirmed that. Then they lied and said the Rep could cancel the transaction and give me my money back from the location, when she got on the phone, they LIED once again and told her they cannot, that I would have to at atleast another 24 hours. I want my money back. I want my $160 transaction fee back. I'm all for verifcation and prevention, but this was nothing of the sort. This was WU doing whatever WU wanted to do and forget about how they affect people. If they were so concern about fraud or verification or any of the lies they told, then why not just refund me my money? Why hold my money hostage and then get rude and act as though I have no right or reason to be upset - ANGRY. WU was not doing me a favor. I paid them for a service, a service to be rendered within 20 minutes, instead it took them almost 2 days and then they have the audacity to tell me they can do whatever they want. UNACCEPTABLE ON EVERY LEVEL and Shame on WU and all those that allow them to continue to abuse and railroad and take advantage of consumers. Like I've said before and I will say it again, the rich gets richer and the poor gets poorer because I have to work to help my family and then I pay $160 wire transfer fee and still have to take time off work in order for them to get it while WU hold onto my money for as long as they want, get the service fee and interest and eventually if they feel like they may or may not decide to payout the money or return it, whatever they decide to do on any given day and as a consumer we have no say. No rights. They throw out their fine prints that the once again the WU Representatives so eagerly point out that "no one reads" yet they continue to put in fine print because they can get away with it. I want my fee back. It's the absolute least WU could do after all this hassle.
Dear Ms. [redacted], Western Union is responding to the complaint you filed with the Revdex.com regarding a refund on a money order. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one...
of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Western Union has processed your request for a refund and it will be mailed to the address you provided on the paperwork. You will be receiving the refund in the next seven to ten business days. We sincerely apologize for any inconvenience you have experienced with Western Union 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 Resolution 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. Our records indicate that your transaction was required to undergo a validation process in compliance with our Anti-Money...
Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.In addition, our records show that you contacted Western Union to request a cancellation of the transaction. In order to refund the money we required additional information; however, we did not receive the complete details and required you to send us the complete documentation. Please be aware that we have refunded the money under a new Money Transfer Control Number which has been sent under a separate email.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]Sincerely,The Western Union Executive Resolutions Team
Dear Mr. [redacted], This is in response to the second rebuttal to a complaint you filed with the Revdex.com. Please be advised that on April 26th and May 1st we provided you via email with the required Customer Access Request Form. Furthermore, we also left a voicemail on May 8th;...
however, we have not received a response. Once the required documentation is provided we will kindly re-open your case. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for any struggles you may have faced interacting with our Customer Service Representatives. 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 your refund request was received and successfully processed on April 12, 2016. A refund check for $285 was mailed out to you and successfully cashed on April 19, 2016.We attempted to locate your phone calls to our customer service, but were unable to find any recordings using the phone number you have provided.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],This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union apologizes that you found difficulty using this service. To reiterate our previous communication, our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union and as mentioned on the response that was sent by a Western Union representative, we would suggest you work with your bank to remove the hold on the rest of the authorizations.We regret any inconvenience this matter may have caused. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Sincerely,Executive Resolutions Group
Dear [redacted], 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. As a financial institution, Western Union is required to comply with industry legal and regulatory...
standards in the countries we do business. After the Compliance team reviewed the required documentation, the funds were released and successfully collected by your recipient on July 15, 2016. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], Western Union is responding to your rebuttal with the Revdex.com. We apologize for any inconvenience this matter may have caused you; however, in order to request a photocopy of the cashed items you will need to follow the photocopy request process. The photocopy request may take up to 30 days to be completed and a $15 non-refundable processing fee must be submitted along with the request. If the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. Additionally, we have reviewed the available call recordings and were unable to identify any mishandling on our part – the representatives followed the correct procedures and provided the correct information. We are once again sorry for any inconvenience this matter may have caused. 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 complaint you filed with the Revdex.com Rebuttal. We sincerely apologize for the problems you have experienced.Western Union has conducted research with the corresponding department. They have confirmed that the Money Order refund request that you submitted was received, however we have not been able to complete your request as the information is not complete. The full details of the place where the Money Order was purchased, needs to be provided in order for the request to be completed.We have attempted to establish contact with you, however there has been no response by phone or by e-mail. Once you submit the missing information, Western Union will continue to work on your request and provide you with a resolution.Sincerely,Executive Resolutions DepartmentWestern Union
Complaint: [redacted]
I am rejecting this response because: you can see after how many days they have responded , so you can understand about the standard of service they are providing to their customers and also I have not received my compensation of $1000 because of this delay. Please help me to get my compensation asap.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that we refunded transaction [redacted] to you on February 15, 2017 under [redacted].We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to verify that there were two different products used, but your customer service reps on both sides really had no idea that there were two different products. One side had no idea that there could be an 8-digit code instead of a 10-digit code, so they had no idea. The bank receiving Western Union funds also had no idea there could be an 8-digit code, so there's also an issue with your client awareness of your product.
It is also NOT clearly stated at all on either website (there are two different websites and apps, and neither is really branded well to differentiate the products-you should make it very clear). I work in web design and user experience and this is a pretty terrible display of product differentiation.
Dear [redacted] This is in response to the Revdex.com Rebuttal. Western Union has investigated the matter. Our records indicate that on 08/06/2017 you initiated a transaction for $5,000.00 plus $5.00 for the service fee via Money Transfer Control Number (MTCN) [redacted]. Western Union has developed its Compliance Program to comply with federal and state regulatory requirements. As part of this program, we monitor transactions and have a responsibility to understand our customers’ usage. A previous transaction successfully sent does not guarantee that a future money transfer will be validated or rejected as each transfer is verified separately. At this time, we have confirmed that the money transfer which you sent on August 6, 2017 via our online services under Money Transfer Control Number (MTCN): [redacted], was declined due to the aforementioned validation process. Our records indicate that a charge-back was initiated on August 9, 2017 for the transaction in question by the issuing bank; therefore, the funds should have been reflected back in your account within 3-5 business days of that date depending on Bank procedures. You must file a dispute with your Bank if the funds have not been placed back in your account, as Western Union returned the funds to your Bank. 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, The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/10/23) */
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.
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 October 8, 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.
The funds can only be recovered from the individual who collected the money transfer. We would recommend that you seek law enforcement assistance to pursue a criminal investigation. In order for us to provide the police with information/documents that may help out to their investigation; please follow these steps:
1. Present the claim to your Local Police (law enforcement).
2. If they require information or documentation related to your transfer they should send a Subpoena Request to the email address: [redacted]@westernunion.com or to the address below so that the corresponding department can follow up on the request.
Western Union Financial Services, Inc.
Attn: Custodian of Records
12500 E. Belford Avenue, M21A2
Englewood, CO 80112
Western Union provides consumer fraud warnings and other consumer protection information on its Web site at www.westernunion.com. Western Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because my complaint states that I called the day that I realized that I was scammed 9/12/15 and no one that I talked to with Western Union informed me that a fraud report needed to be filed by Western Union. Western Union filed a report only because I was doing research and went back onto Western Unions website and ran across that information.
Initial Business Response /* (1000, 5, 2015/12/28) */
Dear [redacted],
Western Union is responding to your December 14, 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.
Our records indicate that Money Transfer Control Number XXX-XXX-8694 was canceled and the funds were not collected from your account. You will need to contact your bank to discuss the issue.
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.
Western Union has also investigated your concerns about the poor level of service you reported. Please be assured the behavior which you reported from the representatives handling your incident is not what we expect from our customer service representatives. We have reviewed our phone records and listened to the calls involved. Please accept our apologies for the inconvenience this may have caused you. We thank you for your feedback and want you to know that we will take the necessary steps to correct any issues.
Kind Regards,
[redacted]
Dear [redacted]This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western UnionExecutive Resolutions Department
Initial Business Response /* (1000, 4, 2015/05/18) */
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.
We have communicated with you, and requested the name of your recipient, or a Money Transfer Control Number as we are unable to locate a transaction, to date we have not been in receipt of the details requested. Please email me at [redacted]@westernunion.com so that I may assist you with resolving your concern.
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 Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. The receiver showed up at the specified destination holding the details of the transfer. To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request. Western Union Financial Services, Inc. Attn: Custodian of Records [redacted] Before contacting the Law Enforcement please make sure you first file a Western Union Complaint by calling our Consumer Fraud department at [redacted]. Once this department provides you with a Fraud Case File, proceed to provide case number to Law Enforcement by filing a Police report. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because:
I Have not received a refund. I'm highly upset and soon will seek legal advice as I was evicted for non payment.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.To address your request for compensation for cash advance fees associated with your credit card, this is a charge assessed by your credit card issuer and not Western Union. You will need to address this issue with them, as money transfers sent using a credit card are considered a cash advance by the issuing bank.Please refer to our terms and conditions at [redacted].All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union’s terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union’s terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union’s Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
I sent a wire transfer via Western Union (WU) on June 10th, 2017. I was told at the counter to call in to WU and was provided with a phone #. I called immediately while at the counter with the Representative. After working the million prompts and then being on hold, I finally got an actual person...
who then said the WU system was down and for me to call back in 20 Minutes. I did then I was told to call back in 1 hour, then 2 hours. I asked to speak with a supervisor. He came on the line and said to call back in 15-20 minutes. When I did, once again was told I had to call back in 1-2 hours even though the recording kept saying to call back in 30 minutes. I spent hours doing that. I was told someone would call me back within an hour. I'm still waiting for that happen and its now 8:11PM on June 11th, 2017 and I still have NOT gotten a refund and they still have NOT released the funds to the receiver. I waited this morning and of course no one from WU called me. I called on my break and ever since then, I've been on the phone with Western Union. They hung up on me a million times. Proudly declared that WU can do whatever it is that they want. A previous representative said, "WU is a giant, you don't know who you're up against". This is a habit, a pattern with wu. They have no one holding them accountable and therefore they get to do whatever they want. Each Representative I spoke with had a different story. ALL LIES. THEY LIE and LIE and LIE some more. Yesterday it was system down, then verification, then I was told the WU Location where I sent the money from did not send them an e-mail, which today turned out to a total lie when I got to the location, they Representative on the phone was speechless spoke with the Rep at the WU Location and was told all the documentation was submitted immediately according to protocol. The Manager at the WU Location also confirmed that. Then they lied and said the Rep could cancel the transaction and give me my money back from the location, when she got on the phone, they LIED once again and told her they cannot, that I would have to at atleast another 24 hours. I want my money back. I want my $160 transaction fee back. I'm all for verifcation and prevention, but this was nothing of the sort. This was WU doing whatever WU wanted to do and forget about how they affect people. If they were so concern about fraud or verification or any of the lies they told, then why not just refund me my money? Why hold my money hostage and then get rude and act as though I have no right or reason to be upset - ANGRY. WU was not doing me a favor. I paid them for a service, a service to be rendered within 20 minutes, instead it took them almost 2 days and then they have the audacity to tell me they can do whatever they want. UNACCEPTABLE ON EVERY LEVEL and Shame on WU and all those that allow them to continue to abuse and railroad and take advantage of consumers. Like I've said before and I will say it again, the rich gets richer and the poor gets poorer because I have to work to help my family and then I pay $160 wire transfer fee and still have to take time off work in order for them to get it while WU hold onto my money for as long as they want, get the service fee and interest and eventually if they feel like they may or may not decide to payout the money or return it, whatever they decide to do on any given day and as a consumer we have no say. No rights. They throw out their fine prints that the once again the WU Representatives so eagerly point out that "no one reads" yet they continue to put in fine print because they can get away with it. I want my fee back. It's the absolute least WU could do after all this hassle.
Dear Ms. [redacted], Western Union is responding to the complaint you filed with the Revdex.com regarding a refund on a money order. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one...
of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Western Union has processed your request for a refund and it will be mailed to the address you provided on the paperwork. You will be receiving the refund in the next seven to ten business days. We sincerely apologize for any inconvenience you have experienced with Western Union 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 Resolution 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. Our records indicate that your transaction was required to undergo a validation process in compliance with our Anti-Money...
Laundering compliance program or similar legal requirements. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.In addition, our records show that you contacted Western Union to request a cancellation of the transaction. In order to refund the money we required additional information; however, we did not receive the complete details and required you to send us the complete documentation. Please be aware that we have refunded the money under a new Money Transfer Control Number which has been sent under a separate email.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]Sincerely,The Western Union Executive Resolutions Team
Dear Mr. [redacted], This is in response to the second rebuttal to a complaint you filed with the Revdex.com. Please be advised that on April 26th and May 1st we provided you via email with the required Customer Access Request Form. Furthermore, we also left a voicemail on May 8th;...
however, we have not received a response. Once the required documentation is provided we will kindly re-open your case. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for any struggles you may have faced interacting with our Customer Service Representatives. 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 your refund request was received and successfully processed on April 12, 2016. A refund check for $285 was mailed out to you and successfully cashed on April 19, 2016.We attempted to locate your phone calls to our customer service, but were unable to find any recordings using the phone number you have provided.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],This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union apologizes that you found difficulty using this service. To reiterate our previous communication, our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union and as mentioned on the response that was sent by a Western Union representative, we would suggest you work with your bank to remove the hold on the rest of the authorizations.We regret any inconvenience this matter may have caused. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.Sincerely,Executive Resolutions Group
Dear [redacted], 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. As a financial institution, Western Union is required to comply with industry legal and regulatory...
standards in the countries we do business. After the Compliance team reviewed the required documentation, the funds were released and successfully collected by your recipient on July 15, 2016. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], Western Union is responding to your rebuttal with the Revdex.com. We apologize for any inconvenience this matter may have caused you; however, in order to request a photocopy of the cashed items you will need to follow the photocopy request process. The photocopy request may take up to 30 days to be completed and a $15 non-refundable processing fee must be submitted along with the request. If the photocopies show signs of alteration, you may initiate a Forgery Claim – with the forgery claim, Western Union will contact the Bank of First Deposit (BOFD) to request an investigation on their end. The Forgery claims may take up to 120 days and there is no guarantee that the money orders will be refunded as the final determination is made by the BOFD. Additionally, we have reviewed the available call recordings and were unable to identify any mishandling on our part – the representatives followed the correct procedures and provided the correct information. We are once again sorry for any inconvenience this matter may have caused. 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 complaint you filed with the Revdex.com Rebuttal. We sincerely apologize for the problems you have experienced.Western Union has conducted research with the corresponding department. They have confirmed that the Money Order refund request that you submitted was received, however we have not been able to complete your request as the information is not complete. The full details of the place where the Money Order was purchased, needs to be provided in order for the request to be completed.We have attempted to establish contact with you, however there has been no response by phone or by e-mail. Once you submit the missing information, Western Union will continue to work on your request and provide you with a resolution.Sincerely,Executive Resolutions DepartmentWestern Union
Complaint: [redacted]
I am rejecting this response because: you can see after how many days they have responded , so you can understand about the standard of service they are providing to their customers and also I have not received my compensation of $1000 because of this delay. Please help me to get my compensation asap.
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that we refunded transaction [redacted] to you on February 15, 2017 under [redacted].We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
(The consumer indicated he/she DID NOT accept the response from the business.)
I had to verify that there were two different products used, but your customer service reps on both sides really had no idea that there were two different products. One side had no idea that there could be an 8-digit code instead of a 10-digit code, so they had no idea. The bank receiving Western Union funds also had no idea there could be an 8-digit code, so there's also an issue with your client awareness of your product.
It is also NOT clearly stated at all on either website (there are two different websites and apps, and neither is really branded well to differentiate the products-you should make it very clear). I work in web design and user experience and this is a pretty terrible display of product differentiation.