Initial Business Response / [redacted] (1000, 9, 2015/08/07) */ Dear [redacted] ***, Western Union is responding to your July 16, complaint to the Revdex.com We need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] ***
Dear [redacted] ***, Western Union is responding to your rebuttal to the Revdex.comOur position in this matter has not changedPlease be aware that our contractual obligations are to the Sender, therefore; we cannot disclose any information about the Sender as personal and financial information maintained in the records of Western Union is protected from disclosure by Federal and State privacy lawsWestern Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issueYour compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.htmlAll 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 likeWestern Union considers this case closedKind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/10/01) */ Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the information that you providedDue to an internal technical glitch there was a delay returning your funds backOur records indicate that your bank has returned the funds to you as of September 29, We regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe 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 Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 4, 2015/11/20) */ Dear [redacted] , Western Union is responding to your October 23, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that the Money Order refund claims for XX-XXXXXXXXX and XX-XXXXXXXXX were processed once we received the required documentation from you, on October 30, Both checks were paid on November 9, Kind Regards, [redacted] Complaint Response Date bumped because: Holiday
Complaint: [redacted] I am rejecting this response because: A police report has been filed and there has never been any public notification that my money will not be secured due to the fact that I was unable to write on it before it was stolenYou should update your policy that guarantees insurance to ALL customersVery disappointing that a company as large as yours that i've spent plenty of money with throughout the years can't even honor a refund request of $Just know I will never be using your services again and share this information with all media outlets that are interested in your terrible customer serviceI have receipts, police reports, video footage, text messages and even [redacted] messages that proves my money was taken and your companies forgery policy doesn't honor the fact that MY NAME WAS FORGED onto the money order, somehow that's not forgery? Very upset at this "loophole" you're trying to use to keep from refunding my moneyFurther action will definitely be taken Sincerely, [redacted]
Dear [redacted] ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have reviewed your concernOur records indicate that you requested the transfer to be canceled on July 20, Due to a technical glitch, the electronic refund was delayedThe refund was successfully processed on August 1, Depending on your bank's policies, you are to allow 3-business days to see the funds in your account Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.com.Western Union has conducted proper investigation into the complaintOur records indicate that the transaction in question was paid out to the intended receiver according to our Terms and Conditions of service.Western Union works closely with law enforcement in this type of scenariosIf you present a claim with your local police, we will be able to provide the information available in our records through a subpoena requestMake sure the subpoena is sent to: [redacted] ***If you have any additional questions, do not hesitate to contact us.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed your concernWestern Union does not offer any type of purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer serviceOur obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipient We are unable to comply with your request for a refundYour funds can only be recovered from the individual who received the funds in this transactionIf you believe you may be a victim of fraud, you should contact your local law enforcement and file a reportAs a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as wellYour fraud file report number is XXXXXXX, please provide this to your local law enforcement agency Western Union regrets that you were the victim of a scamWestern Union is concerned about consumers and consumer fraud, and has many procedures in place to help combat fraud and increase consumer awareness of scamsWestern Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com If you have any questions, please call our consumer fraud department at X-XXX-XXX-XXXX and ask to speak to a fraud representative Sincerely, Executive Resolutions Group
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on January 28, We received confirmation from the store that you successfully collected your funds back on February 1, As a courtesy and because of the inconvenience you went through, we added points on your MYWU account that you can use or redeem for two fee-free transfers.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 As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctlyWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Just to inform you that the money was sent to the Sender [redacted] so the matter is closedIt still irks me that this process took over a month to be resolved even tho they had my money in handI don't kno if you can still take them up on this issue Thank you for your time!Regards Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/09/10) */ Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We contacted you via telephone and e-mail on September 10, 2015, and provided the instructions on how to proceed with your money order refund requestYou acknowledged the receipt of our e-mail and informed us that you will be providing the necessary documentation on Monday, September 14, for processing There are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money OrderOur fee was simply established to help Western Union recover some of the costs as not all work is automatedThis fee is similar to the fee any financial institution would requireThe current non-refundable Money Order tracing/refund request fee is $15.00, unless otherwise stated on the back of your purchaser's receipt We have informed you that as a one-time courtesy we will waive the processing fee We have shared the Executive Resolutions direct contact information to complete the request We appreciate your understanding Sincerely, Executive Resolutions Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted] ***,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever 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 UnionYou 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 servicesIt 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
Dear [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.The Money Order product is very specific when it comes to requesting a refund, this is to ensure that we are dealing with the actual purchaserThere are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money Order.We contacted you and obtained the necessary documentation to proceed with the refundAs a courtesy, the processing fee was waivedYou were provided with the details of the refund via e-mail.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear Ms [redacted] : We are responding to your December 8, complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that your November 14, money transfer in the amount of $was delivered to the incorrect financial institutionYou stated that you have contacted us numerous times to have this matter resolved; however, you are still awaiting a refund of the money transfer transactionWe appreciate you bringing this matter to our attentionOur records indicate that we processed your November 14, money transfer transaction based on the information you provided through your online Western Union accountYou later notified us that the funds were sent to the wrong financial institution, and you were requesting an immediate refund of the transactionWe have honored your request, and on December 6, 2016, we refunded the amount of $back to your bank/credit card accountUnfortunately, we are unable to refund the service charge of $44.00, as this was not a Western Union mistakeQuality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced interacting with our operators over the phonePlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as the one described in your complaint Please accept our apology for the inconvenience this matter has caused youIf you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted] , and provide the Western Union Reference # [redacted] .You may also email us [email protected], The Western Union Executive Resolutions Team
Complaint: [redacted] I am rejecting this response because:The business has not addressed the issueMy complaint is in regards to the refund processI will not wait days for a refund that I may not receive (according to your site)I also have a problem with paying for a refundWhat is the $used to fund? Why is the process archaic? Please read my original complaint in its entirety Sincerely, [redacted]
Western Union Reference Number: [redacted] Dear [redacted] ,Western Union is writing in response to the complaint we received from you dated 02/23/which was addressed to the Revdex.comIn your complaint, you indicate that the questions you were asked during the interview process were unnecessary and too personal.The interview process you experienced has been thoroughly reviewed by our compliance department and it was determined that all Western Union policies and procedures were followed correctlyWestern Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activityWe apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasonsPlease refer to Western Union’s Terms and Conditions at www.wu.com for more informationAs a financial institution, Western Union is regulated by FinCEN through the Bank Secrecy Act and provisions of the Patriot Act, it is the policy of Western Union Financial Service, Inc(“Western Union”) to conduct appropriate due diligence on consumers who utilize our services.We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction and in using our servicesIt 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.In order to compensate for your time engaged with the Western Union representative, Western Union would like to provide you with a promotion code to use when sending a future money transfer transactionA promotional code has been provided to you under separate cover.The code must be entered exactly as displayed, dash included, in order to be applied correctlyThe promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending countryIn case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed.Western Union considers this case closedIf 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] you,Executive Resolutions TeamExecutive Resolutions SpecialistEast Belford AvenueEnglewood, Colorado 80112ref:_00D15F40r._5001CoIBdk:ref
Dear [redacted] ***, This is in response to the complaint you filed with the Revdex.com Western Union is in receipt of the complaint you filed with the Consumer Financial Protection BureauUpon further review, we have confirmed the complaints filed with both agencies are regarding the same issueWe will be responding to your issue through the Consumer Financial Protection Bureau portal Sincerely, Executive Resolutions Group
Initial Business Response / [redacted] (1000, 4, 2015/04/13) */ Dear [redacted] , Western Union is writing in response to the complaint you filed with the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that this Money Order was paid correctly on December 17th, 2014, to the intended recipient, no refund is dueA copy of the processed money order was sent to you on January 12th, per your request for a traceWe have again sent you a copy of the cashed item, under separate cover for security purposes We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***
Dear [redacted] : We are responding to your recent complaint to Western UnionIn your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiverYou stated that your April money transfer in the amount of $1,registered under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhereYou have requested a refund of this money transfer transactionYour April money transfer in the amount of $1,registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requestedWe were notified later that the money transfer transaction was rejected by our bank partner on April The funds were then sent back to us, and we refunded back to you on April 27, We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructionsWe appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused youFurthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instanceWe would like to apologize to you for not meeting the high level of service that we try to provide to our valued customersIn recognition, we have provided you with a 100% promotional code that you can use in a future money transferThe promo-code as well as additional instructions on how to use it have been provided to you under separate coverWestern Union considers this case as closedIf you should have any additional questions, concerns or require additional documentation that supports our determination, 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 / [redacted] (1000, 9, 2015/08/07) */ Dear [redacted] ***, Western Union is responding to your July 16, complaint to the Revdex.com We need to obtain information from you but have been unable to reach youTo determine how to proceed, we need to communicate with you to obtain additional informationPlease email me at [redacted] @westernunion.com so that I may assist you with resolving your concern Kind Regards, [redacted] ***
Dear [redacted] ***, Western Union is responding to your rebuttal to the Revdex.comOur position in this matter has not changedPlease be aware that our contractual obligations are to the Sender, therefore; we cannot disclose any information about the Sender as personal and financial information maintained in the records of Western Union is protected from disclosure by Federal and State privacy lawsWestern Union apologizes that you found difficulty working with our Customer SupportWe regret any inconvenience this matter may have causedWe thank you for your feedback and want you to know that we will take the necessary steps to correct the issueYour compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.htmlAll 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 likeWestern Union considers this case closedKind Regards, [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2015/10/01) */ Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed the information that you providedDue to an internal technical glitch there was a delay returning your funds backOur records indicate that your bank has returned the funds to you as of September 29, We regret any inconvenience this matter may have causedWhen a concern such as this is brought to our attention, we take it very seriously and move to correct it quicklyWe 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 Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 4, 2015/11/20) */ Dear [redacted] , Western Union is responding to your October 23, complaint to the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that the Money Order refund claims for XX-XXXXXXXXX and XX-XXXXXXXXX were processed once we received the required documentation from you, on October 30, Both checks were paid on November 9, Kind Regards, [redacted] Complaint Response Date bumped because: Holiday
Complaint: [redacted] I am rejecting this response because: A police report has been filed and there has never been any public notification that my money will not be secured due to the fact that I was unable to write on it before it was stolenYou should update your policy that guarantees insurance to ALL customersVery disappointing that a company as large as yours that i've spent plenty of money with throughout the years can't even honor a refund request of $Just know I will never be using your services again and share this information with all media outlets that are interested in your terrible customer serviceI have receipts, police reports, video footage, text messages and even [redacted] messages that proves my money was taken and your companies forgery policy doesn't honor the fact that MY NAME WAS FORGED onto the money order, somehow that's not forgery? Very upset at this "loophole" you're trying to use to keep from refunding my moneyFurther action will definitely be taken Sincerely, [redacted]
Dear [redacted] ***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experiencedWe have reviewed your concernOur records indicate that you requested the transfer to be canceled on July 20, Due to a technical glitch, the electronic refund was delayedThe refund was successfully processed on August 1, Depending on your bank's policies, you are to allow 3-business days to see the funds in your account Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear [redacted] This is in response to the complaint filed through the Revdex.com.Western Union has conducted proper investigation into the complaintOur records indicate that the transaction in question was paid out to the intended receiver according to our Terms and Conditions of service.Western Union works closely with law enforcement in this type of scenariosIf you present a claim with your local police, we will be able to provide the information available in our records through a subpoena requestMake sure the subpoena is sent to: [redacted] ***If you have any additional questions, do not hesitate to contact us.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ Dear Ms [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We have reviewed your concernWestern Union does not offer any type of purchase protection or escrow service and is not responsible for the non-receipt or quality of goods or services that are paid for using the Western Union Money Transfer serviceOur obligation and commitment to our consumers is fulfilled when a Western Union agent pays a transaction to the designated recipient We are unable to comply with your request for a refundYour funds can only be recovered from the individual who received the funds in this transactionIf you believe you may be a victim of fraud, you should contact your local law enforcement and file a reportAs a matter of practice, Western Union works closely with law enforcement agencies when official investigations are underway, and we will be happy to do so in this case as wellYour fraud file report number is XXXXXXX, please provide this to your local law enforcement agency Western Union regrets that you were the victim of a scamWestern Union is concerned about consumers and consumer fraud, and has many procedures in place to help combat fraud and increase consumer awareness of scamsWestern Union recommends that you block all credit cards that were associated to your profile; close your WU account, change your email address and passwords Western Union provides consumer fraud warnings and other consumer protection information on its website at www.westernunion.com If you have any questions, please call our consumer fraud department at X-XXX-XXX-XXXX and ask to speak to a fraud representative Sincerely, Executive Resolutions Group
Dear Mr***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.We have reviewed the transaction that you sent on January 28, We received confirmation from the store that you successfully collected your funds back on February 1, As a courtesy and because of the inconvenience you went through, we added points on your MYWU account that you can use or redeem for two fee-free transfers.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 As we are a global company, we have several customer service centers throughout the world where your call may be handledPlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctlyWe regret any inconvenience this matter may have causedSincerely, Executive Resolutions Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Just to inform you that the money was sent to the Sender [redacted] so the matter is closedIt still irks me that this process took over a month to be resolved even tho they had my money in handI don't kno if you can still take them up on this issue Thank you for your time!Regards Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 4, 2015/09/10) */ Dear Ms***, This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced We contacted you via telephone and e-mail on September 10, 2015, and provided the instructions on how to proceed with your money order refund requestYou acknowledged the receipt of our e-mail and informed us that you will be providing the necessary documentation on Monday, September 14, for processing There are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money OrderOur fee was simply established to help Western Union recover some of the costs as not all work is automatedThis fee is similar to the fee any financial institution would requireThe current non-refundable Money Order tracing/refund request fee is $15.00, unless otherwise stated on the back of your purchaser's receipt We have informed you that as a one-time courtesy we will waive the processing fee We have shared the Executive Resolutions direct contact information to complete the request We appreciate your understanding Sincerely, Executive Resolutions Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted] ***,Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customer every time they use one of our products or servicesWhenever 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 UnionYou 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 conditionsSpecifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwiseAdditionally, 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 servicesIt 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
Dear [redacted] , This is in response to the complaint you filed with the Revdex.comWe sincerely apologize for the problems you have experienced.The Money Order product is very specific when it comes to requesting a refund, this is to ensure that we are dealing with the actual purchaserThere are several costs Western Union incurs while complying with a customer's request for a refund or photocopy of a Money Order.We contacted you and obtained the necessary documentation to proceed with the refundAs a courtesy, the processing fee was waivedYou were provided with the details of the refund via e-mail.Quality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced trying to obtain your funds backPlease 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 causedSincerely, Executive Resolutions Group
Dear Ms [redacted] : We are responding to your December 8, complaint to the Revdex.com (Revdex.com)In your complaint, you expressed concern that your November 14, money transfer in the amount of $was delivered to the incorrect financial institutionYou stated that you have contacted us numerous times to have this matter resolved; however, you are still awaiting a refund of the money transfer transactionWe appreciate you bringing this matter to our attentionOur records indicate that we processed your November 14, money transfer transaction based on the information you provided through your online Western Union accountYou later notified us that the funds were sent to the wrong financial institution, and you were requesting an immediate refund of the transactionWe have honored your request, and on December 6, 2016, we refunded the amount of $back to your bank/credit card accountUnfortunately, we are unable to refund the service charge of $44.00, as this was not a Western Union mistakeQuality service to our consumers is our primary concern at Western UnionOur apologies for your overall experience and for the struggles you faced interacting with our operators over the phonePlease know that we monitor and evaluate operators to ensure quality customer service is provided to our customers and we will work further to identify and immediately address issues such as the one described in your complaint Please accept our apology for the inconvenience this matter has caused youIf you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted] , and provide the Western Union Reference # [redacted] .You may also email us [email protected], The Western Union Executive Resolutions Team
Complaint: [redacted] I am rejecting this response because:The business has not addressed the issueMy complaint is in regards to the refund processI will not wait days for a refund that I may not receive (according to your site)I also have a problem with paying for a refundWhat is the $used to fund? Why is the process archaic? Please read my original complaint in its entirety Sincerely, [redacted]
Revdex.com: They gave me my money back thank you Sincerely, [redacted]
Western Union Reference Number: [redacted] Dear [redacted] ,Western Union is writing in response to the complaint we received from you dated 02/23/which was addressed to the Revdex.comIn your complaint, you indicate that the questions you were asked during the interview process were unnecessary and too personal.The interview process you experienced has been thoroughly reviewed by our compliance department and it was determined that all Western Union policies and procedures were followed correctlyWestern Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activityWe apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasonsPlease refer to Western Union’s Terms and Conditions at www.wu.com for more informationAs a financial institution, Western Union is regulated by FinCEN through the Bank Secrecy Act and provisions of the Patriot Act, it is the policy of Western Union Financial Service, Inc(“Western Union”) to conduct appropriate due diligence on consumers who utilize our services.We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction and in using our servicesIt 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.In order to compensate for your time engaged with the Western Union representative, Western Union would like to provide you with a promotion code to use when sending a future money transfer transactionA promotional code has been provided to you under separate cover.The code must be entered exactly as displayed, dash included, in order to be applied correctlyThe promotion code is applicable for our retail locations as well as our Web, Mobile and Telephone Money Transfer services, as long as the services are enabled in the sending countryIn case you desire to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your transaction is initiated, as it cannot be input after the transfer has been completed.Western Union considers this case closedIf 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] you,Executive Resolutions TeamExecutive Resolutions SpecialistEast Belford AvenueEnglewood, Colorado 80112ref:_00D15F40r._5001CoIBdk:ref
Dear [redacted] ***, This is in response to the complaint you filed with the Revdex.com Western Union is in receipt of the complaint you filed with the Consumer Financial Protection BureauUpon further review, we have confirmed the complaints filed with both agencies are regarding the same issueWe will be responding to your issue through the Consumer Financial Protection Bureau portal Sincerely, Executive Resolutions Group
Initial Business Response / [redacted] (1000, 4, 2015/04/13) */ Dear [redacted] , Western Union is writing in response to the complaint you filed with the Revdex.com Western Union prides itself on delivering a superior customer experienceIt is our goal to exceed the expectations of our customers every time they use one of our products or servicesWhenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly Our records indicate that this Money Order was paid correctly on December 17th, 2014, to the intended recipient, no refund is dueA copy of the processed money order was sent to you on January 12th, per your request for a traceWe have again sent you a copy of the cashed item, under separate cover for security purposes We deeply value your relationship with Western Union and are committed to providing you with the highest level of serviceIf you have any further questions or comments regarding this matter, please feel free to contact me Kind regards, [redacted] ***
Dear [redacted] : We are responding to your recent complaint to Western UnionIn your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiverYou stated that your April money transfer in the amount of $1,registered under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhereYou have requested a refund of this money transfer transactionYour April money transfer in the amount of $1,registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requestedWe were notified later that the money transfer transaction was rejected by our bank partner on April The funds were then sent back to us, and we refunded back to you on April 27, We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructionsWe appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused youFurthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instanceWe would like to apologize to you for not meeting the high level of service that we try to provide to our valued customersIn recognition, we have provided you with a 100% promotional code that you can use in a future money transferThe promo-code as well as additional instructions on how to use it have been provided to you under separate coverWestern Union considers this case as closedIf you should have any additional questions, concerns or require additional documentation that supports our determination, 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