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The Western Union Company Reviews (1762)

Dear Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Western Union has completed its investigation into your complaint. The Money Order department received the required documentation to work on your refund request and a refund check was processed and mailed to you on November 18, 2016. The refund check for $466.52 was sent to your physical address, please allow 7 – 10 days for the mailing time. We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Group

Complaint: [redacted]
I am rejecting this response because:  this is not closure to the issue, this is just more game playing and putting the burden on the consumer, even though their own records would (or should) show failure to pay if they actually bothered to look.  Online Western Union account is not showing all activity, missing a large # of transactions. Documentation was sent to support reimbursement was NOT received by email to [redacted]
Sincerely,

Initial Business Response /* (1000, 4, 2015/09/25) */
Dear [redacted],
Western Union is responding to your September 9, 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.
Please be informed that once you submitted the transaction, it's automatically sent to the receiving bank where it will be validated for posting to the customer's account. Funds will either be posted to customer's account or it will be rejected for several reasons. Please note that the posting time of the funds is totally dependent on the receiving bank policy. Western Union processes the requested transaction in a real time manner but then it's beyond our control as to how long the receiving bank posts the funds that were submitted to them.
Our records indicate that this transfer was created on June 27, 2015 at 2:54 PM Eastern Standard Time, it was successfully delivered to your intended recipient [redacted]'s bank on June 29, 2015 at 6:47 PM Eastern Standard Time, no refund is due.
Kind Regards,
[redacted]

Initial Business Response /* (1000, 4, 2015/06/22) */
Dear [redacted],
[redacted] is responding to your June 10, 2015 complaint to the[redacted].
[redacted] continually monitors the use of its systems to understand its customers' usage. We apologize for any disruption in...

your ability to conduct money transfers and any inconvenience this may have caused.
We have received your communication and require additional information in order process your request. In order for us to review your information please complete the Consumer Questionnaire Form sent to you under separate cover for privacy and security purposes, please complete each section or it could delay your review. Then attach any additional documents, and return the completed Questionnaire to [redacted] Upon receipt of the completed Questionnaire and documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Kind Regards,
[redacted]

Initial Business Response /* (1000, 4, 2015/11/16) */
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.
According to communication by telephone the Executive Resolutions group had...

with you on November 16, 2015, you confirmed that the incident has been resolved. You confirmed that the intended recipient did collect the funds.
Feel free to contact us directly if you require additional support.
Sincerely,
Executive Resolutions Group
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Everything is all worked out

Initial Business Response /[redacted]/
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 issued a one-time good will concession for $10.00 to cover your fee under Money Transfer Control Number XXX-XXX-8838 sent to you under separate cover for security purposes. This is available for pick up at any Western Union Agent location in California. You will need to provide the Agent with this number and a valid government issued ID at the time of pick up.
Western Union has investigated this matter. Our records indicate the following:
On March 30, 2015 at 2:31 PM Eastern Standard Time, you initiated a transfer for $150.00 to [redacted] in Nigeria.
On March 31, 2015 at 9:39 AM Eastern Standard Time, you contacted Western Union via online chat and requested that this transfer be cancelled after the online Service Representative informed you that the transaction would be available on April 2nd, 2015 at 4:31 AM Eastern Standard Time. This would have been within the three day service time parameters, that you had originally requested when you initiated the transaction. To be clear, there was no faulty service on the part of Western Union.
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]
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
Accept the response pending the receipt of the $10 service charge fee.

Complaint: [redacted]
I am rejecting this response because: 2 people within western union confirmed the money was received properly. They are being ignored and their info is being erased on the investigation information being given the investigators. 
Sincerely,
[redacted]

Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Per our phone conversation on February 16, 2018 we have investigated your concerns and our findings are as follows:You are the receiver of the transaction you are referring to in your complaint. Please be...

aware that Western Union’s contract is with the sender of the Money Transfer.Unfortunately, our records do not reflect that we have authority from [redacted] to communicate with you directly; however, if he or she desires that Western Union communicate with you on his or her behalf, we encourage you to have the sender complete and execute the enclosed authorization form specifically identifying you as the individual with whom Western Union can directly communicate with. Please be aware that any written authorization signed by [redacted] must also be notarized by a Notary Public.The following general information to your inquiries is as follows:You requested we provide the verbiage that warns of possible transaction validation. Please note the following that can be found at www.wu.com<http://www.wu.com>:“Date available will be displayed on receipt for international transfers over $15. Service and funds may be delayed or unavailable depending on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, 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”). Additional restrictions may apply; see our terms and conditions for details.”To address why you were unable to receive the specified transaction:Western Union cannot complete your transaction at this time because we cannot verify the information you have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future.We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com<file:///C:/Users/303396/AppData/Local/Microsoft/Windows/Temporary%... for more information.I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues.Please feel free to follow up with me directly if you have any additional questions or concerns. I am available between 7:00 AM to 2:00 PM (U.S.-Mountain Time), Monday through Friday.Sincerely,Lisa D B[redacted]Executive Resolutions TeamExecutive Resolutions Specialist12500 East Belford AvenueEnglewood, Colorado 80112(732) 694-2131

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