The Western Union Company Reviews (%countItem)
The Western Union Company Rating
Address: 7979 E Tufts Ave, Denver, Colorado, United States, 80237
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The western union company is sucks they got a bunch of i
t overseas at the customer services , I called for a money transfert this i
t told me the person That I’m sending the money to is a scam , discussed that, he canceled my transaction and not being able to use my online account please talk these freaking stupid people of your customer service
I am a current Western Union Customer awaiting answer from your Customer Service and compliance department. I have recently made a money transfer transaction to India which is on HOLD for unknown reasons. I have been using Western Union customer since last 18 years. I have sent money several times using Western Union Stores, Website and Phone App. This time it is very different experience. Your customer care team and compliance team is sleeping. I have made 10-15 Calls each lasting about more than 60 min to resolve my issue. They keep me on hold as if the whole world is sending money only through one agent. It has been almost 96 hours since I made my money transfer through the phone app to a bank account in India.
Since I started following after 24 hours of my transaction . I got different answers on my transaction. After I did my transaction on May 10 around 11:30 am. I only got and email saying your transaction is under review and I don’t need to do anything to follow up . Your transaction will be reviewed in 2 hrs. This is a normal practice for western union for review but this time no one reviewed this nor sent another email to follow up. After 24 hrs I started following up . Initially I was struggling to find my MTCN Number because it does not show on my phone app history and I did not get any email with MTCN number on it. But somehow I got it through my checking transaction. After getting my MTCN number I came to know from customer service that they need my Proof of ID to release the hold on transaction. I have now sent my proof of ID few times already. I told them you must have on file with my WU account. Later they said your transaction will be released soon. Another 24 hrs pass by nothing happened I started following up again. This it took 3-5 calls to get to compliance dept to get hold of someone. I had to wait for 2-3 hrs on a call. The Gentelmen on the Call said I need to ask my receiver to send an ID to release the hold. I asked him receiver will be showing ID at the Bank while collecting the money. He said if you can’t get his ID sent to us it will be a legal process to get your money back. I didn’t listen to him and called again to your customer service after arranging the receiver ID sent to Western Union. Customer Service again said they will call the compliance dept and release the transaction in few hours and said they will call back to notify me. Another 72 hrs have passed no one has ever called or tried to reach out to me. My transaction is still on hold.
I will never use Western Union in my life again.Western Union does not realize how much people can be dependent on receiving money. During this tough times they cannot go out freely to collect money from your in store location. We are trying to use authentic and reputed bank to perform this transaction. Western union is treating customers like we are thief's. Western unions tag line during COVID 19 is a lie they are not helping customers but stealing money from customers by holding it for days.
My WU number
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we received from you dated 5/15/2020 which was addressed to our corporate headquarters through the Revdex.com.Western Union has investigated this matter; Our records indicate that on 5/10/2020 at 13:04:02 Eastern Standard Time, you initiated a money transfer to *** in the amount of $1,352.99 USD via Money Transfer Control Number (MTCN): 256-010-9699.Western Union placed your transaction on hold and requested additional information in compliance with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding this matter due to 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.As a result of the aforementioned; our Security department required a copy of your and your receiver’s Identification as well as additional identifying information for verification purposes.Western Union received the requested information on 5/16/2020. As a result, Western Union agreed to release the aforementioned transaction for payment on the same date.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 are currently working with our business partners in order to address the issues you experienced throughout multiple phone conversations with our Customer Service representatives.We sincerely apologize for any inconvenience you have experienced with 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 concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at , and provide the Western Union Reference #: ***. You may also email us at ***.Sincerely,The Western Union Executive Resolutions Team***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I just started using WU to send money to relatives in the Philippines who are in dire need. The first 2 transactions went through without any problems. Ever since, each transaction online meets with some sort of error message or simply that the transfer is denied. When I talk to customer service, they can make the transfer over the phone, but it costs more money to transfer. I think they're price gouging in the time of Coronavirus to make extra money. I never want to use them again!
I have used your service to send money last Friday to Turkey, to be honest it been the worst experience of customer service and waste of time. my recipient couldn't get the money because of computer service down, told to come back the next day and wasting a lot of hours being in the office then they said oh your middle name don't match. then I decided to cancel and had to speak three different agent to get my money. after canceling they wouldn't give back the service fee. there was no service provided and you people want to steal my money. you people wasted my time and my recipient's time. So much headache just to get back my own money. I am not asking one dime from you greedy people just need my money back. I was given this case number and was told someone call or email, didn't receive either today. again that is unprofessional and waste of time. people don't use the service so you can keep their hard earned money, they are sending to people who are waiting but to me you guys are nothing but thief.
I have sent money to my sister last week, I used western union online website. The website mentioned that it will be reviewed in 2 hours. till today, a week later, it shows it still in progress. The money was withdrawn from my account. I called them and the agent hangup on me. I have called again then and they said they are reviewing it..l asked them to refund the money and the refused to do so. I want my money back $500
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we received from you dated 5/7/2020 which was addressed to our corporate headquarters. In your complaint, you indicate that you sent a transaction via digital platform and was placed on hold, and the transaction could not refund or paid to your sister.We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was on hold for legal and proprietary reasons.Western Union received the requested information from your receiver 5/2/2020. As a result, Western Union agreed to release the aforementioned transaction for payment or refund, as you requested on the site the transaction has been refunded.As the transaction was paid with a credit card the refund can take 5-7 days this will depend entirely on your bank policies.I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues.Western Union has concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: ***. You may also email us at ***.Sincerely,***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: Fax:
February 29, 2020 my purse was stolen and inside there were two money orders. I reported them both stolen on March 1st the day I found out the purse was stolen. I explained that I filed a police report and had a case number so I was transferred to a supervisor named Cass who told me she would expedite the process to stop pay as opposed to waiting 30 days. She told me to fill out a form and send it to product.support at western union. On March 2, 2020 I followed up on the request, still no answer and on March 9th I followed up again and still no answer. March 10, 2020 they finally responded and told me I had to give them
more information, I gave them a letter from the store that I purchased the money orders from and on April 24, 2020 they sent me a letter stating I needed to pay 15 dollars. I called them and they said that the money order had been cashed and that I had to pay 15 dollars to get a photo copy of the cashed money order, but I couldn’t get a refund. I would have to file another police report and press charges. The money order was for 1000 dollars, I have letters from the place I purchased that they were stolen because I reported to them on March 2nd and they gave me the money order numbers, I have a police report and I did everything that this company asked of me! I deserve a refund for my money
Dear ***
Western Union is writing in response to the complaint received
through the Revdex.com. In the complaint you indicate that two of
your Money Orders were stolen.
We have investigated this matter. Please be advised that based in
our records the Money order documentation was received on March 9, 2020. A
letter was sent to you asking to provide proof of purchase on March 10, 2020.
Once the information was received from you on April 21, 2020 it as sent for
processing.
The Money Order 19071482907 was cashed on March 5, 2020, thus
letter asking to provide a processing fee was sent. As a one-time exception,
the fee to obtain the copy of the cashed item will be waived. The copy of the
MO will be sent to you, as Western Union cannot refund a money order that was
cashed.
The refund check 81-005546167 was sent for the Money Order
19071482908 for the amount $590.00 to the address on records, and to this date
is still outstanding.
Western Union has concluded its investigation, however, if you
have any additional questions or concerns regarding this resolution, please
contact our Corporate Headquarters at 720-332-1000, and provide the Western
Union Reference #: 91947710. You may also email us at
[email protected].
Sincerely,
Executive
Resolutions DepartmentWestern
Union
Complaint: ***
I am rejecting this response because:
This company is not being honest, I’ve attached proof with dates that shows we contacted them before March 9th.
March 1st I attempted to place a stop pay and was told that on the weekends this company doesn’t do that. On March 2nd, I called the company and was told by Cass a supervisor that they would expedite the process and do a stop pay that day. All I had to do was submit the form through email to product.support@westernunion, I submitted that document on March 2nd and followed up via phone the same day and nothing happened. March 9th was the day a follow up email was sent to follow up on the process but during that time several calls were made to the company and most times were left on hold for several minutes or a hour.
Sincerely
Dear ***Western Union is
writing in response to the Revdex.com Rebuttal.Western Union had
investigated this matter. Please be advised that we were able to locate the
initial e-mail that you sent to Product Support, along with the Money order
request information.In the request you
confirm that the Money Order was not filled out prior being stolen. Please be
advised that not filling out a Money Order upon purchase is considered an
agreement violation and if original Money Order is not provided, Western Union
is not obligated to refund and/or replace Money Order as losing blank Money
Order is the same as losing cash.As a one-time
exception because you did not receive a prompt response, Western Union will
issue a refund for the amount of the Money Order. The refund will be issued May
15, 2020 and you should allow 7-14 business days to receive the refund check
via mail. If you do not receive the refund check within the allotted timeframe,
please contact us at the number or email address referenced below so we may
further assist you. Western Union has concluded its investigation, however, if you have any
additional questions or concerns regarding this resolution, please contact our
Corporate Headquarters at 720-332-1000, and provide the Western Union Reference
#: 92449996. You may also email us at [email protected]. Sincerely, Executive Resolutions DepartmentWestern Union
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
When I send money on my phone ap and on-line, I enter the amount that I want the person to receive. When I am at the point of final verification, there is an additional amount added to the amount I want the person to receive. For example, I enter 5000 HNL and at the last point of verification, the amount is 5001 HNL. This is not what I am asking to be sent. Several times I have entered 4999 and then it becomes the amount I want, 5000. I have experienced this when sending money to Honduras and Mexico. Today, when making a money transfer, it would not let me enter 4999 or 5000, the amount I sent on transactions 1608540263 was 5001, despite my multiple attempts to change it to 5000 HNL. I have personally reported this to Western Union on March 13th and April 17th and this has not been rectified. In the past, Western Union has taken the cents from the not given them to the receiver. That is why I intentionally enter the amount I want them to receive. I'm curious if this is another way that WU is stealing my money and not giving it to the receiver?! I have picture proof of today's attempt to send 5000HNL. I have emails in March and April this year where I reported this. On April 17th, I informed WU that if this happens again, I would report them to the Revdex.com.
Western
Union Reference Number: ***Dear ***,
Western Union is
writing in response to the complaint we received from you dated 5/7/2020 which
was addressed to our corporate headquarters through the Revdex.com.
We
appreciate the feedback you shared with us, this one has been provided to our
specialized team for the system to be reviewed and adjusted. Please be aware, our system is designed to calculate
the receive amount, and
based on each receiving country there are different rounding rules, in this specific
case, the original total of the amount was $5000.07 HNL which based in country
rounding rules got rounded to $5001.00 HNL.We sincerely
apologize for any inconvenience you have experienced with 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. As a courtesy to
you, Western Union has added 500 points to your My WU® account. Your My WU®
account currently has a balance of 504 points. These points are available for
your immediate use and must be used within one calendar year. Western Union has concluded its
investigation, however, if you have any additional questions or concerns
regarding this resolution, please contact our Corporate Headquarters at
720-332-1000, and provide the Western Union Reference #: ***. You may also
email us at [email protected]. Sincerely,***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: ***
*** The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because: If I enter an amount of 5000.00 HNL (Not 5000.07), I want the person to receive that amount. The adjustment needs to be made in USD. That is because the people at the WU locations in Honduras do not give the random cents to the receivers. Thank you for reviewing and adjusting your software to avoid this from happening in the future to me and other customers. Thank you for the 500 points added to my account.
Another software problem brought to your attention previously on behalf of all Mc people. My last name is *** NOT ***.
Sincerely
Western Union Reference Number: *** Dear *** Western Union is writing in response to the complaint we received from you.Sincerely,***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: ***
dated 5/13/2020 which was addressed to our corporate headquarters through the
Revdex.com. We would like to thank you for the feedback provided about our resolution, as
mentioned in our previous e-mail we continue working on the enhancement of our
systems to prevent these types of situations from happening to you and other
consumers in the future. We sincerely apologize for any inconvenience you have experienced with 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 concluded its investigation, however, if you have any
additional questions or concerns regarding this resolution, please contact our
Corporate Headquarters at 720-332-1000, and provide the Western Union Reference
#: ***. You may also email us at
[email protected]
*** The Western Union Executive Resolutions Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I was involved in a phone scam where the money was refunded to someone with a fake ID and Western Union has taken over three months to "investigate" and they have yet to issue a refund of the money that was never collected.
Dear Ms. Jeanne ***, Western Union is writing in response to the
complaint we received from you dated 5/1/2020 via the Revdex.com
which was addressed to our corporate headquarters. In your complaint, you
indicate that you were involved in a phone scam back in February of 2020, in
which the funds were refunded back to someone with a fake ID and you have not
received a resolution since then.Western Union has investigated your concerns; Our
records indicate that on 2/4/2020 at 11:53:46 AM EST you initiated a
transfer for $2,400.00 USD to Aaron Crummy in MA/USA.On 2/4/2020 at 12:52 PM EST Western Union received a
call from you requesting to cancel your transaction because you changed your
mind and you needed to collect your refund in the state of New York. Our customer
representative proceeded with your request and your refund was collected under
the same money transfer control number MTCN: *** on 2/4/2020
at 2:20:03 PM EST.
A person with identification bearing the name of Jeanne
*** went to an agent location in in the Bronx, NY to
retrieve the transaction and provided the Money Transfer Control Number,
sender’s name, place of origin, and the amount expected. The amount paid
was; $2,400.00 USD.
Please be advised that based on the investigation results,
Western Union has determined that you are not eligible for a refund.
Please note that all Western Union money transfers require
the Money Transfer Control Number (MTCN) as well as a valid government issued
Photo Identification(s) in order to be released for payment.
Western Union is concerned about consumers and consumer fraud
and has many procedures in place to help combat fraud and increase consumer
awareness of scams. For example, Western Union provides consumer fraud warnings
and other consumer protection information on its website at https://www.wu.com/fraudawareness. Also, Western Union’s website and the Send Money forms
provided at the agent location also contain a toll- free number consumers may
call if they suspect they have been a victim of fraud. When a consumer reports to Western Union that they may have
been a victim of fraud, Western Union takes a report and is available to assist
your local law enforcement in their investigation. According to our records, a
fraud report was filed by you with Western Union on 2/6/2020, fraud case
number: ***.
Due to consumer protection and privacy laws, we are unable to
release additional information regarding the recipient and the paying agent details
without a validly issued and served subpoena. Western Union is willing to
assist law enforcement with their investigation. The aforementioned request can be submitted by
law enforcement via the following channels:Western Union Financial Services, Inc. Custodian of Records Legal – HQ 8 ***
***
Furthermore, please note that a refund is available for pick
up of the service fees incurred in the amount of $64.80 USD, for security
measure the complete refund details have been provided to you via a separate
email communicative.
Western Union has concluded its investigation, however, if
you have any additional questions or concerns regarding this resolution, please
contact our Corporate Headquarters at 720-332-1000, and provide the Western
Union Reference #: ***. You may also email us at ***
Sincerely,Karina ***The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because: The buisness allowed someone with a fake id to issue a refund and pick it up in the state of New York where I do not live.
Jeanne
I have repeatedly, at the instruction of Western Union customer service, sent money to my family member in Mexico during this emergency time. The money, she is told, is there in the system, but she cannot get it. Then WU cancels the transactions, supposedly is going to be refunded, but never does. Customer service offers no help, here nor there. The recipient side states they see it, but cannot release the funds. WU has a FB page, where hundreds of people all over are complaining of the same things. They take your money, then never pay out on the other end, nor refund this. People are being told, wait 24 hours, wait 48 hours. When all the while WU appears to be using the client's money, that which is meant to be sent to a family, for their own benefit. This needs to be stopped. Multiple writers are complaining of the same, losing their money to the scammers behind the WU name. This really needs to be assessed.
Western
Union Reference Number: ***Dear
Ms. ***-***,
Western
Union is writing in response to the complaint we received from you dated
4/30/2020 via the Revdex.com which was addressed to our corporate
headquarters. In your complaint, you indicate that on 4/22/2020 you processed a
money transfer to a payee in Mexico and your recipient advised you that she was
unable to collect her funds . You were then informed that the transaction was
canceled and refunded and you have not received your funds.
On behalf of
Western Union we want to inform you that as part of our continuous compliance
with laws and regulations, we cannot complete this or any future money
transfers with your receiver. 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. Please refer to Western Union’s
Terms and Conditions at www.wu.com for more information.Please note
that your beneficiary is not currently permitted to send or receive funds via
the Western Union Money Transfer service. Western Union’s Money Transfer
Service Terms and Conditions provide that Western Union and its Agents have the
right to refuse service to any person.Western
Union has processed a refund for the principal and charges in the amount of
$56.25 USD. This refund was issued to you on 4/24/2020 to your card
account ending in: XXXX-XXXX-XXXX-*** . Please note that payment
funds require at least two to three business days before they are settled on
Western Union’s account, therefore; credit or debit card refunds may take
up to seven business days to process. In the event that the funds have not been
returned to your account within the allotted time-frame, please contact us
directly at the number or email address referenced below so we may further
assist you. As a
courtesy to you, Western Union has added 500 points to your My WU® account.
Your My WU® account currently has a balance of 611 points. These points
are available for your immediate use and must be used within one calendar
year. Western
Union has concluded its investigation, however, if you have you have any
additional questions or concerns regarding this resolution, please contact our
Corporate Headquarters at 720-332-1000, and provide the Western Union Reference
#: ***. You may also email us at ***
Sincerely,The Western
Union Executive Resolutions Team
Date of Transaction: 4/24/2020
Complaint Details:
I did a money transfer via Western Union online (westernunion.com) to Jamaica. I transferred $82.00 and paid a transfer fee of $2.05 as agreed and indicated online. This was the fee that they had listed for using a credit card. There was nothing on any of the pages that I used for the transfer that indicated that Western Union will be doing a “CASH ADVANCE.” At no point did I agree to do or initiate a cash advance with Western Union.
My bank, Capital One Bank, later charged me a cash advance fee of $10, stating that Western Union did the transfer as a cash advance, although Western Union did not communicate, or inform me at any point that they will be doing a cash advance. I tried to resolve this will Capital One, but they informed me that I have to contact Western Union because Western Union are the ones that initiated the cash advance.
When I called Western Union, they are refusing to resolve the matter, and refund the additional fee of $10 that I have now incurred. I am kindly requesting assistance with this.
Western Union Reference
Number: ***Dear ***,Western Union is writing in response to the complaint we
received from you dated 4/28/2020 which was addressed to our corporate
headquarters. In your complaint, you indicate that you were charged a $10 cash
advance fee and your bank advised that this charged was related to Western
Union company and not the bank.Please be advised that, upon initiating a credit card
transaction online, Western Union’s ‘Legal disclaimers and important info’
indicate: “If you're using a credit card, a card-issuer cash advance fee and
associated interest charges may apply. You can avoid these fees by using a
debit card.” You may find additional information regarding exchange rates &
fees at www.westernunion.com under
our Terms and Conditions.Western Union has concluded its investigation, however, if
you have you have any additional questions or concerns regarding this
resolution, please contact our Corporate Headquarters at ***, and
provide the Western Union Reference #: *** You may also email us at
[email protected] Sincerely,***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: +1 732-694- 2929Fax: [email protected]
Complaint: ***
I am rejecting this response because when I logged on and initiated the money transfer with Western Union, there is no note or information stating that a cash advance fee will be charged when using a credit card. The information provided by Western Union in their response, is not visible to the customer anywhere when they are doing the money transfer. The only information they had on the website regarding using a credit card ( when doing the money transfer), is that the user would be charged $2.05 for the transaction, so that is what I agreed to pay. There was nothing there explaining that the user will be doing a cash advance when they used a credit card. This falsity that Western Union is currently offering is unfair and illegal.
Sincerely
Dear ***,Western Union is writing in response to the
complaint we received from you dated 4/28/2020 which was addressed to our
corporate headquarters. In your complaint, you indicate that you were charged a
$10.00 cash advance fee and your bank advised that this charge was related to
Western Union and not the bank. You would like a refund for this fee as you
indicate you were never advised of this fee.Please be advised that, upon initiating a credit
card transaction online, Western Union’s Legal disclaimers and important info
indicate: “If you're using a credit card, a card-issuer cash advance fee and
associated interest charges may apply. You can avoid these fees by using a
debit card.” This disclaimer appears at the bottom end of the Send Money Online
page upon selecting to pay via Credit Card Option. You may find additional
information regarding exchange rates & fees at www.westernunion.com.We are sorry to hear you were unaware of this;
however, please keep in mind that this is a charge from your financial
institution and not Western Union. Western Union does not have the ability to
issue you a refund on a charge from your bank.Western Union has concluded its investigation,
however, if you have you have any additional questions or concerns regarding
this resolution, please contact our Corporate Headquarters at ***, and
provide the Western Union Reference #: 91337991 You may also email us
at [email protected],***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: +1 732-694- 2929Fax: [email protected] us why here...
Complaint: ***
I am rejecting this response because:
- The response provided by Western Union, while it seems “professional,” is false. When I initiated the credit card transfer on Western Union’s site, there was no information anywhere indicating what Western Union is now claiming. There was nothing anywhere on the screen stating “If you’re using a credit card, a card-issuer cash advance fee and associated interest charges may apply” as they’re now claiming.
Western Union should be held accountable for failing to advise the customer, yet doing the transaction as a cash advance without the customer’s knowledge.
Sincerely
On April 26 I sent a $25 money order to an individual in Rwanda and Western Union returned it, including the $5 fee. Today, April 27, I called Western Union's customer service line and they had no explanation and could offer no help. The agent could only read a statement that said I may try again later, which I certainly will never do, since it now seems doubtful the company is able to complete such transactions. I also called the number for Western Union headquarters offered before one fills out this Revdex.com form. I got a voicemail and left my name and number. I have the tracking numbers for both the original order and the return of funds to me.
Dear ***,Western Union is writing in response to the complaint we received from you through the Revdex.com. In your complaint, you indicate that you attempted to send a Money Transfer to Rwanda which was declined and refunded. You indicate that you were not provided with an explanation as to why your transaction was declined. You would like for Western Union to complete your transaction and provide an explanation as to why your transaction was declined.We apologize for the inconvenience, but we are not able to provide you a reason as to why the transactions were declined other than it was based upon Western Union Policy in furtherance of our legal obligations. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. 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.Western Union has concluded its investigation, however, if you have you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***Sincerely,
The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because: the company apparently is simply standing by their policy that they have the right to randomly decide for no reason to not complete a transaction and not provide any reason. This is cruel and heartless when small amounts of money are involved and very vulnerable people are being falsely led to believe money is coming.
Thankfully there are other companies who are able to consistently remit funds overseas and I will be using those other companies from now on. There is no need to pursue this complaint further but I would not call it "resolved." I believe Western Union has a serious customer service problem.
Sincerely
Dear *** A ***,Western Union is writing in response to the complaint we received from you through the Revdex.com.We apologize if you are not satisfied with our response related to this investigation; however, we are not able to provide you a reason as to why the transactions were declined other than it was based upon Western Union Policy in furtherance of our legal obligations. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information.Western Union has concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: 91407302. You may also email us at ***
Sincerely,The Western Union Executive Resolutions Team
I been sending money to my family in Mexico for the past 15 yrs. At this moment where all of us are going thru this COVID-19 trying to survive wherever we are in the USA, avoiding utilities disconnections or trying to make a payment for our rent or mortgage, trying to help our love ones who still are in need of our weekly/monthly transfers, I can not believe that WU is making some type of profit from our transactions.
I made a transaction by the end of March and the transaction fee was about $4 dollars 1 week later transaction was $7 dollars!!! Really WU??? some of us are not even working and we are just trying to keep helping our family. I know some will say it's only $3 dollars but I can not imagine they charging $3 for millions of people at this moment where every dollar we have counts !!!
I used international money transfer option from my bank (TD Canada Trust) to send money to my father-in-law in Pakistan on April 1, 2020. The transaction was for CAD 250. As per the document I recieved from Western Union, the money was supposed to be transfered within 2 hours. After waiting for 2 days I contacted WU and they told me that I need to send my ID for them to process the transaction. I sent them my ID and received an email confirmation that the transaction has been approved and the receiver can collect the funds in Pakistan. The receiver went to collect the funds but was told that they will contact him when they receive the money. We waited for a whole week and I contacted WU again. This tie they told me to send the receiver's ID as well to them so they can approve the transaction. I sent the receiver's ID on April 8th and over the phone I got a confirmation that it will be processed and they got the id. I waited and called back again and they said they cant find the receiver's ID and they need it to process or cancel the transaction. I contacted TD and they said they will reach out to WU abut all in vain.
I called WU again today and this time they said the compliance team wants to have the receiver's ID emailed to them again. I did that and called the executive complaints office, where I was encountered with a very rude executive who told me to hang up the phone as she will email me the requirements along with her contact details.
I don't want to contact her or anyone else at WU, I just want my money back.
Dear ***,Western Union is writing in response to the complaint
received through the Revdex.com. In the complaint you indicate that
you initiated a money transfer to Pakistan on April 1, 2020, and you were asked
for additional information. The transaction has not been collected and you are
requesting the refund of the funds.Western Union has investigated this matter. Please be advised
that the money transfer is currently being held by TD Bank, who we advise you
to contact for additional assistance to have the transaction released, so a
refund can be completed.We sincerely apologize for any inconvenience you have
experienced with the specified Western Union transaction and in using our
services.Western Union has concluded its investigation,
however, if you have you have any additional questions or concerns regarding
this resolution, please contact our Corporate Headquarters at 720-332-1000, and
provide the Western Union Reference #: 91052021. You may also email us at [email protected]. Sincerely,Executive Resolutions DepartmentWestern Union
On Wednesday April 15, 2020 I made a transfer to my mother in Puerto Rico for the amount of $920.00 . My mother was told at 2 different locations near her they could not give her that amount when before sending the money at one of the locations had affirmed her they could. I indicated the money cancellation with Western Union who told me I would have to go to the Western Union location ti present my license because my phone number was not the one on file for a call back . I went the next day after the call to Walgreens were I iniciated the transfer I call western union before going in and I explained to the store rep what was going on they had no clue and the western union rep disconnected . One of the store reps calls in from the store phone and was told I had to call from my phone. When I call from my cell phone again the Western Union rep says the store rep must enter the tracking number from the original transfer store rep says they can not . After mins of back and fourth the Western Union rep tells me I will have to go to another Western Union I asked him where he gave me a S willow st address I end the call go over to this location that was closed by this time I’m exhausted . Yesterday I go to the Rite Aid pharmacy on ELM st in Manchester N.H. . Again I call Western Union they say I need to go in the store I explain I was there she says give you license to the store rep and he is all confused of what to do with this . After going back and fourth the Western Union rep ask if I’m sending call magically disconnected I call from the the kiosk phone the western union rep says I have to speak to the cancellation department mind that I had call x amount of time never been told that . I asked for a supervisor I start crying explaining he did not care and said I have to transfer you a female comes on the line tells me the store has to call from there phone . A really nice rep at the pharmacy helps me and calls she was on the line with them for maybe about 30 mins they give her a case number for me to call back in 24 hrs to obtain a 8 digit number for my refund. I call today and they said nothing yet and I would have to wait 48 hrs for the number . I’m so shocked they would make me go threw all this especially given the time we are living and the whole working for us speech .
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we.Sincerely,The Western Union Executive Resolutions Team***Executive Resolutions Specialist7001 East Belleview AvenueDenver, CO 80237Direct line: +***.
received from you dated 4/23/2020 which was addressed to our corporate
headquarters through the Revdex.com.Western Union processed a refund for the principal and
charges on 4/22/2020 in the amount of $ 939.99 USD via Money Transfer Control
Number (MTCN): ***. Your refund is available for pick up at any
Western Union agent location in MANCHESTER, NEW HAMPSHIRE.We appreciate the feedback provided, we are currently
working with our business units in order to address the handling of your
situation and will explore all coaching opportunities. We sincerely apologize
for any inconvenience you have experienced with obtaining the specified Western
Union refund 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 issued a Good Will concession to you in
the amount of 50.00 USD. This concession was issued to you on 4/28/2020 via
Money Transfer Control Number (MTCN): ***. By using the referenced
MTCN, you can visit any Western Union agent location in MANCHESTER , NH - NEW
HAMPSHIRE to pick up your funds. Please ensure to present a valid government
issued Identification when retrieving your MTCN. If you cannot claim these
funds within 30 days from the aforementioned issued date, you will need to contact
us at the number referenced below in order to be issued with a new MTCN.Sender: Western Union Customer ServiceReceiver: ***Western Union has concluded its investigation, however,
if you have you have any additional questions or concerns regarding this
resolution, please contact our Corporate Headquarters at ***, and
provide the Western Union Reference #: ***. You may also email us at
[email protected]
When needing to send money to a friend in California I looked up the closest western union. Their website stated that there was a location 8 miles from my location. The next two closest locations were over an hour away. I drove the 20 minutes to send the money and was informed they do not do western union, even though it was shown on western unions website. So I had my girlfriend back home try to send it because it’s A LOT cheaper to do it in person. The western union she went to in Arlington Texas refused to allow her to send the money, because she didn’t personally know the person. I had to drive 20 minutes back to work and pay $60 to use my debit card to send the money, which took over an hour to process and the receiver was unable to pick it up that day. I spoke to customer service but they were no help and quite frankly seemed like they didn’t know what they were talking about.
Dear Mr. ***:Western Union is writing in response to your recent Revdex.com (Revdex.com) complaint. In your complaint you expressed the difficulties you experience trying to send a money transfer. You stated that you drove to a location identified on our website, only to find out that this location did not do Western Union Money Transfers. You stated that you had to resort to an online Money Transfer which cost you a service charge of $59.99. You are requesting that we correct our online information from showing this location that does not conduct Western Union Money Transfers.We have made several requests of you to provide the name and address of the location you visited, so that we can properly investigate the location information displayed on our website. Unfortunately, you have not provided this information as of yet.We apologize for the troubles you experienced trying to locate a retail location to send your money transfer. Based on the experience you referenced, we have decided to refund your service charge of $59.99. This amount will be refunded back to your credit card.Western Union has concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please email us at *** and provide the Western Union Reference #: ***.Sincerely,The Western Union Executive Resolutions Team
Western union manipulates the currency exchange rate to their favor. The exchange rate is set between the US dollar and Jordanian JD at 0.71. WU decided to drop it down to 0.61. This is a locked exchange rate between the two countries. WU is stealing money from their consumer.
Dear Mr. ***,Hope this day finds you and your loved ones safe. Western Union is writing in response to the complaint we received from you dated 4/22/2020 via the Revdex.com which was addressed to our corporate headquarters. In your complaint, you indicate that Western Union Manipulates the currency exchange rate to their favor. You indicate that the currency rate set between the US dollar and Jordanian JD at 0.71, and Western Union dropped it down to 0.61. Your are requesting an explanation of charges.When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel and location based on a number of factors. Fees and rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day, but exchange rates can change at any given time of day, any number of times, subject to the currency volatility. The exchange rate between our online services and retail agent locations may also vary depending on the aforementioned factors.At this time, we have confirmed that no errors were made by Western Union with regards to your transactions exchange rate. As your transaction was Fixed on Send, the exchange rate provided on the Senders receipt at the time a transaction was finalized would be the same rate that was paid out to your receiver in Jordan.As a courtesy to you, Western Union has added 500 points to your My WU® account. Your My WU® account currently has a balance of 532 points. These points are available for your immediate use and must be used within one calendar year.We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.Western Union has concluded its investigation, however, if you have you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: 90648211. You may also email us at [email protected].Sincerely,The Western Union Executive Resolutions Team
I purchased a money order in November of 2019 for my monthly rent. It was stolen, forged and cashed by someone other than the intended party. I followed all steps to initiate a refund from Western Union but was not granted one since it was cashed. I had to initiate a forgery request which was received by Western Union in February of 2020. I am still dealing with them on trying to resolve this issue and get my money back. I have contacted local state police and Western Union has been less than cooperative with them. Every time I deal with them I am talked over or placed on hold or blatantly ignored. I have reached a threshold where this is beyond ridiculous that it take this long to provide a refund.
Dear ***,Western Union is writing in response to the complaint
received from you through the Revdex.com regarding your Money
Order: ***.Our records indicate that your forgery claim was received by
Western Union and the forgery was initiated on March 25, 2020.At the time of presentment, the Bank Of First
Deposit (BOFD) is obligated to warrant that the Money Order has not been
tampered with or altered to change the obligation of the party that is being
paid and that all signatures are authentic and original. Western Union does not
guarantee that payment will be recovered from the BOFD.Western Union will be acting on your behalf to
collect the funds from the BOFD. Final determination will be made by the BOFD
after conducting their internal investigation.Please allow 30 days from the date you return the affidavit
of forgery before making any inquiries. The average time to resolve a forgery
claim is 90-120 days and, in most cases, a BOFD will not provide a resolution
prior to 120 days. Western Union cannot expedite this process since it is fully
conducted by the BOFD.Western Union has concluded its investigation,
however, if you have you have any additional questions or concerns regarding
this resolution, please contact our Corporate Headquarters at , and
provide the Western Union Reference #: ***. You may also email us at
[email protected],Executive Resolutions
DepartmentWestern Union
There is no reason that it should take this long to process that it is altered or why it was cashed in the first place. Western Union has been less than forthcoming with information requests from myself or the state police. The money order was stolen in November of 2019 and after following all requested procedures it is now almost May of 2020 and I still have no hope of getting my money returned. The copy of the money order I was sent is visibly altered and that alone should have raised a red flag. All I want is a refund of my money and info on where it was cashed or how it was cashed since it was written out to a deceased individual.
Dear ***
Western Union is writing in response
to the Revdex.com rebuttal.
Per our previous response, at the
time of presentment, it is the BOFD that is obligated to warrant that the Money
Order has not been tampered with or altered to change the obligation of the
party that is being paid and that all signatures are authentic and original.
Your case is eligible for a forgery investigation, but Western Union does not
guarantee that payment will be recovered from the BOFD.
Western Union will be acting on your
behalf to collect the funds from the BOFD. Final determination will be made by
the BOFD after conducting their internal investigation. The Bank of First
Deposit is Bank of America.
Please allow 30 days from the date
you return the affidavit of forgery before making any inquiries. The average
time to resolve a forgery claim is 90-120 days and, in most cases, a BOFD will
not provide a resolution prior to 120 days. Western Union cannot expedite or
disclose information on this process since it is fully conducted by the BOFD.
Western Union has concluded its
investigation, however, if you have you have any additional questions or
concerns regarding this resolution, please contact our Corporate Headquarters
at , and provide the Western Union Reference #: ***. You may
also email us at [email protected].
Sincerely,
Executive Resolutions DepartmentWestern Union
Made a transfer with them to Lebanon they took my money and accepted the service their website claims money is ready for collection but they refuse to release the funds to the consignee
Dear ***:Western Union is writing in response to your recent complaint
to the Revdex.com (Revdex.com). In your complaint, you indicate that we
did not complete the money transfer transaction that you requested.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. Your funds have since been refunded back to you.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 for more information.Please note that you are not currently permitted to send or
receive funds via the Western Union Money Transfer service. Western Union’s
Money Transfer Service Terms and Conditions provide that Western Union and its
Agents have the right to refuse service to any person.For this decision to be further reviewed, we are sending
under separate cover a Consumer Questionnaire and provide the following
information in writing which may or may not have been previously requested by
our Compliance Department:•Validation of your source of income•Purpose of sending or receiving funds•Relationship to the counter partiesYou may send this information via email to *** or mail it to:Western Union Compliance Department***
***Please keep in mind that Western Union may request additional
information, and as a result of this review process, Western Union still
reserves the right to restrict your ability to transact via Western Union.All information and documents we receive from you will remain
confidential and are only for Western Union’s internal usage. We will only be
able to perform your reinstatement review if all information is complete and
all supporting documents are provided.Western Union has concluded its investigation, however, if
you have you have any additional questions or concerns regarding this
resolution, please email us at [email protected] and
provide the Western Union Reference #: ***. You may also email us at [email protected],The Western Union Executive Resolutions Team
I paid for a money transfer that was supposed to be available for receiver in 17 minutes. 20 hours later, the money is still not available. Contacted Western Union customer service and was told it was being held for investigation, needing more information. The information needed was my birth date, which was very clear on my drivers license which the teller asked for at the time of purchase. I gave the information to Western Union customer service and was told the transfer would be under consideration for up to 5 business days. I asked if I could just get a refund and was told not until after the investigation was finalized. I need to get the money to the receiver now, but I need the money refunded so I can find another way to transfer. This whole situation seems very suspicious. I was told the department at Western Union that can release the funds will not take my call because of high call volume. Really?
Western Union Reference Number: *** Dear ***,Western Union is writing in response to the complaint we received from you dated 4/17/2020 which was addressed to our corporate headquarters. In your complaint, you indicate that you sent a transaction that was not paid out to the receiver in the expected time frame because you needed to provide additional information.Western Union has investigated this matter; our records indicate that on 15-APR-2020 17:49:38 you initiated a Western Union money transfer in the amount of 250.00 US DOLLAR(USA-US-USD) from the United States to Thailand via Money Transfer Control Number (MTCN): ***.Western Union placed your transaction on hold and requested additional information in accordance compliance with our legal obligations. As a result of the aforementioned; our Security department required your Date of Birth for verification purposes.Western Union received the requested information from you on 4/16/2017. As a result, Western Union agreed to release the aforementioned transaction for payment on the same date.According to our records, this transaction was collected by the receiver on 4/16/2017, the same date it was released.Western Union truly values your business and sincerely regrets any inconvenience you have experienced as a result of the aforementioned compliance process.Western Union has concluded its investigation, however, if you have you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: 90250923 .You may also email us at [email protected],***Executive Resolutions Specialist***
***Direct line: +***Fax:
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. However, it needs to be noted that Western Union never tried to contact me regarding the additional information needed. I was the one calling them, many times. I was put on hold and disconnected for all but 1 call. Also, the agent at Kroger had all the required information from my drivers license, including my birth date.
Sincerely
I contacted them to pay my car payment that was due on April 14th and spoke with operator 483. He did not ask me for the city and state code but stated that he had the right information, took my account number, credit card information and assured me that my payment had been made. I called my Hyundai Motor Finance company to find out if it had been applied and they stated no and it would have been pending at least 20 minutes afterwards. I have been calling since 4pm Eastern time and on the phone with them now 4/16/2020 attempting to get my refund. They will not give me the adequate Name, telephone number, nor address of where they sent my funds and kept stating that they have requested a refund and are awaiting the company to reply.
I've spoken several times and speaking with Nicole operator number 559 in the Dominican Republic, requesting for a supervisor and have waited over an hour for a reply. As a result my car payment is now overdue. I would like my full refund of 172.77 applied to my credit card immediately
Dear ***Western Union is writing in response to the complaint filed
through the Revdex.com.In the complaint you indicate that the Quick Collect payment
that you initiated on April 14, 2020 was sent to the wrong company. You are
requesting assistance in obtaining a refund at this time.Please be advised that we have received the funds from the
subscriber, and a refund has been issued back to your account. The refund was
initiated on April 28, 2020 and as advised it can take from 5-7 business days
for the funds to be reflected In your account.We sincerely apologize for any inconvenience you have
experienced with the specified Western Union transaction and in using our
services.Western Union has concluded its investigation, however, if
you have you have any additional questions or concerns regarding this
resolution, please contact our Corporate Headquarters at ***, and
provide the Western Union Reference #: 90251762. You may also email us at [email protected]. Sincerely,Executive Resolutions DepartmentWestern Union
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely