Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Please note that we have concluded our investigation of your complaint. Thank you for your patience while we carried out our...
investigation. Having considered the matters raised in your complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. Our records indicate the following: Money Transfer xxx-xxx-[redacted] was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements; thus, Western Union cancelled your transaction on November 23, 2016. Since your transaction was cancelled the same day that it was recorded, the settlement was never completed and Western Union did not receive the funds in question. At this time, your recipient [redacted] is unable to use Western Union Services, however she is eligible to go through our Reinstatement process. In order to support you with this case, please have [redacted] complete the attached form and submit it at her earliest convenience to [redacted], along with all the required supporting documentation described within the form. Money Transfer xxx-xxx-[redacted]; was refunded back to your bank account on November 14,2016. Money Transfer xxx-xx[redacted], as per your request, has been fully refunded back to your bank account. It should take 3-5 business days for the credit to reflect in your bank account. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Ms. [redacted],Western Union is writing in response to the complaint we received from you dated 12/6/2017 which was addressed to our corporate headquarters. In your complaint, you indicate that you bought a money order in the amount of $1,000.00 and after several attempts to get the refund, this was...
not provided.We have issued you a refund for this money order for a total amount of $981.00 on 12/14/2017. We can see through the Fedex tracking number 7[redacted]04, the refund check was delivered to the address; 9720 Ponderosa Rd, Three Forks, MT 59752 on 12/15/2017. Also, to cover the service fee charged on the Money Order we have issued a refund for the outstanding $19.00 under a MTCN that was provided to you by a separate email one 12/18/2017. By presenting this MTCN at any Western Union location in Montana, you will be able to retrieve these funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union Money Order and the customer services representatives. 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 considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #[redacted]. You may also email us at [redacted]@westernunion.com. Sincerely, [redacted]Executive Resolutions Specialist12500 East Belford AvenueEnglewood, CO 80112Western Union Financial ServicesPhone Number ###-###-####Fax Number ###-###-####
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that a refund was issued to you on August 16, 2017. Bank processing times are usually five to seven business days and unfortunately, this is a process that we have no control over. If you have not received these funds back to your account, please feel free to contact me directly at the phone number listed below, so that I may further assist you.We have attempted to contact you using the phone number you have provided in your complaint, but we are getting the message that service is unavailable at this time.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Best Regards,[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenience. Our records indicate...
that you completed two transactions, one on July 8, 2016 and the other one on July 15, 2016. Both of these transactions were for the same amount of $100.00 plus the $12.00 of the service fee, and they were both charged late. These transactions were sent to different receivers, which confirms that they are not duplicate transactions. This information is confirmed in the Bank statement that you provided that shows only two charges from Western Union, one on July 15th and the other one on July 29th. We also reviewed the Bank statement provided for the month of August and this shows no additional or unauthorized charges from Western Union.Please know that this issue was caused due to a service disruption experienced by our third party payment processor that caused a delay in charging your bank account for Money Transfers that were already collected by your receivers. Please know that this issue has been properly addressed.We regret any inconvenience this matter has 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.Sincerely,Western UnionExecutive Resolutions Department
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that you received your refund on January 28, 2016. We must advise against using a third parties’ information when sending, to avoid these types of issues in the future. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,Tell us why here...
Dear [redacted] This is in response to the Revdex.com rebuttal. Please know that Western Union conducted proper investigation into the complaint. As previously advised, you will need to dispute the charges with your Bank. If your Bank is not able to initiate a charge-back request, please provide a copy of the Police report. If you no longer have this report, please request a copy of the incident and provide it to Western Union. We regret any inconvenience that this could have caused. If you have further questions, do not hesitate to contact us. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/25) */
Dear [redacted],
Western Union is responding to your August 21, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-[redacted] was paid correctly to your intended recipient on May 11,...
2015. We were unable to locate any additional transactions sent by you during the timeframe you specify in your complaint.
To address your concerns regarding transactions sent by [redacted] Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to anyone but the sender.
To address your request for compensation please see below:
All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union's terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union's terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union's Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.
Further information regarding our Terms and Conditions may also be accessed by visiting westernunion.com.
Kind Regards,
[redacted]
Dear [redacted] , Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Due to a system error, the refund requests were not processed. Upon further investigating this matter,...
it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. Our records show that the issue has been resolved and a full refund was processed on August 8, 2016. The funds were sent to the account that was used to fund the transfer. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that your refund was processed on March 2, 2016. Please allow 7 to 10 business day for bank processing. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted] Tell us why here...
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We have investigated your complaint and our records indicate that your account was not charged since the transaction was cancelled. If your records indicate otherwise, please send a copy of your bank statement dated May 3, 2017 to the present so that we may investigate further. Kind Regards,Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/09/09) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you attempted to send on August 30, 2015....
The validation department confirmed that the correct protocols to approve the transaction were followed. Western Union was unable to charge your bank account due to insufficient funds.
There are no anomalies with your Western Union profile. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
We regret any inconvenience this matter has 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.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been using WU for roughly 10 years and I always liked the service provided, but customer service was a big down this time.
I believe that your loyal customers deserve better customer service.
I appreciate your explanation. Have a wonderful week.
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]Tell us why here...
Initial Business Response /* (1000, 4, 2015/07/02) */
Dear [redacted],
[redacted] is responding to your June 30, 2015 complaint to the [redacted] continually monitors the use of its systems to understand its customers' usage. We apologize for any disruption in...
your ability to conduct money transfers and any inconvenience this may have caused.
We have received your communication and require additional information in order process your request. In order for us to review your information, please complete each section of the Consumer Questionnaire Form sent to you under separate cover for privacy and security purposes. Also, attach any additional documents and return the completed Questionnaire to [redacted] Upon receipt of the completed Questionnaire and documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 15, 2015/07/14) */
From: [redacted]
Sent: Tuesday, July 14, XXXX XX:XX AM
To:[redacted] (USACO); [redacted]
Subject: Fwd: FW: RE:[redacted] CASE#: XXXXXXXX
Dear [redacted],
Thank you,
Other things are relevant besides[redacted] policies and Bank Secrecy laws when people's lives are being damaged from you company's conduct.
When you accuse me or a client of mine of fraud and spread false and unfounded accusations to other entities under the cloak of "Bank Secrecy" it becomes defamation of character, along with a whole range of other claims.
Since I have documented proof that you have made accusations of fraud which I am alleging is part of a conspiracy of organized crime involving other countries and coninents, what you are doing is no longer a matter of secrecy, but a matter which you should desire to clear up right away before it gets out of hand.
Please justify [redacted]'s accusations of fraud in order to prevent further measures.
Sincerely,
[redacted]
On Jul 14, XXXX X:XX AM, [redacted]" wrote:
Original Message
From: [redacted]"
Initial Business Response /* (1000, 4, 2015/05/18) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We have investigated your claim and our records indicate that we issued a credit back to your Chase bank card on May 5, 2015 per your request. These types of requests take 3 to 5 business days, to reflect back to your account depending on the banks processing policies. If your records do not reflect this, we will need a copy of your bank statement dated May 5 2015 to present, so that we may investigate further. We recommend that you send this to us by secure means, for privacy purposes.
The Western Union Pre-Paid program ended effective March 3, 2015. The Agent location your receiver attempted to use has a policy, that they only pay out in the form of reloadable Pre-paid card, which is not affiliated with Western Union.
We apologize, our website does not always reflect the method of payment the agent uses for payout. Agent locations pay out policies do vary, we suggest contacting the chosen location to verify funds availability and pay out policies. We apologize for the inconvenience to your receiver.
We have listened to the phone calls you are referring to in your complaint, and we have determined that our Customer Service Representatives provided you with the level of service and respect that we expect from all Western Union employees.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My response is in two phases:
1) I was NOT treated respectfully or courteous fashion, 1/2 the time they didn't even speak english or know anything more than what was on their screen. I was NOT told it was 3-5 days I confirmed it was 3, not 4, not 5....but 3.
2) I received my money on the 6th day (saturday). AS promised. However, if the Locations on their website says "full service" etc, and NO mention of the restrictions, I merely selected money in minutes, it was money NEVER. unless you drive 2+ hours to get it. no warning it says "This location has limited services, please call to confirm it will work for your purposes".... nothing like that.
Yes its resolved, but I wanted to note they are very NON-INFORMATIVE on the restrictions and changes to their costly service.
Thank You Revdex.com for your work, I fully feel w/o it, nothing would have been done on this matter. Revdex.com Rocks!
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records show the following: * The transaction was sent to you on May 11, 2016; * On May 12, 2016, the transaction...
was paid. * On May 16, 2016, Western Union initiated an investigation into the non-payment claim; * The investigation was completed on May 25, 2016 and the results were sent to the sender; As Western Union's contract is with the sender, we are unable to release any additional information about the results of the investigation to the receiver. If you are needing additional information about the transaction and our investigation, please contact your sender. Our records show that the transaction was sent using Money-in-Minutes service - there were no bank accounts involved on this transfer. If you believe that our website has inaccurate information, please provide a screenshot of what you are referring to, as we were unable to replicate the issue you have encountered. Additionally, after reviewing the call recordings, we were unable to identify any mishandling - the representative(s) followed the correct procedures and provided accurate information. Western Union would be more than happy to provide a copy of the documents we used to make our final determination; however, in order to do so, a subpoena will need to be submitted. The subpoena may be sent to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted]
[redacted]
If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed out investigation and will address your concerns accordingly. Upon further review of your transaction, Western Union has been unable to show any attempts being made to payout the...
transaction. Thus, we were unable to identify the agent location your payee visited. Your refund request has been processed: the request receive via the Revdex.com was reviewed and our Error Resolutions team contacted you to obtain additional information. We have received a confirmation stating that a refund check was issued and sent to you on June 8, 2016. Please allow standard mailing time of 7-10 business days for the check to arrive at your home address. Please accept our apologies for any inconvenience this matter may have caused you and your receiver. At this time, Western Union considers this case closed and resolved. However, if any additional issues arise, please do not hesitate to contact me directly. Kind Regards,[redacted]
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on October 19, 2015. Due to an...
internal technical glitch, the correct validation procedure was not applied to the transfer causing the availability of funds to be delayed. Our records indicate that your beneficiary collected the funds on November 4, 2015.
We have sent the refund of fees to your physical address. Please allow 7-10 for the mailing time.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Your customer care representatives failed to handle my situation properly. I was passed around to different personnel.
2. When I called twice to confirm the transaction, your customer care representatives said the money was already available for pick up and yet my beneficiary was still not able to do so.
3. The customer service reps failed to provide me a clear explanation as what has happened shows a lack of confidence in the intelligence of your customers. I asked for an explanation and yet the best you can do was tell me it is a "glitch"
Based on the three points above, I cannot accept your response as you have just reiterated to me your responsibility which is to send my money to my beneficiary. This does not give me any comfort as a customer of the level of service you can provide in case this happens again in the future.
Final Business Response /* (4000, 8, 2015/11/25) */
Dear [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We tried to contact you by telephone but the line listed in the Revdex.com complaint is not accepting calls. Please find additional comments regarding the points that you mentioned:
1. Your customer care representatives failed to handle my situation properly. I was passed around to different personnel.
- We are in the process of listening to the call recordings. Proper feedback/coaching will be provided to the operators, if applicable.
2. When I called twice to confirm the transaction, your customer care representatives said the money was already available for pick up and yet my beneficiary was still not able to do so.
- The necessary corrective measures will be taken against the operators that assisted you, if applicable, upon the review of the call recordings.
3. The customer service reps failed to provide me a clear explanation as what has happened shows a lack of confidence in the intelligence of your customers. I asked for an explanation and yet the best you can do was tell me it is a "glitch."
- Western Union acknowledged in our previous response to the Revdex.com that an internal technical difficulty affected your transaction from being available to your receiver sooner.
We sent you a separate e-mail with a copy of the send receipt where it indicates that the date of availability was set for November 4, 2015, which is the date your receiver was able to collect the funds.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com regarding your request to have money orders refunded to you.A separate detailed email was sent to you with specific information regarding each money order. Refunds have been provided for all paperwork...
that we received.We apologize for any confusion and inconvenience you have experienced with these transactions.If you have any further questions, please email us at [redacted]Sincerely,Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever...
an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We need to obtain information from you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted] so that I may assist you with resolving your concern. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your rebuttal with the Revdex.com. As stated in our previous response, the refund requests were not processed due to a system error. Upon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. As a courtesy, Western Union has processed your compensation request – we refunded total amount of $36 to you under a new Money Transfer Control Number. The information about the refund and instructions for receiving the funds will be sent to you under a separate cover. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Dear Mr. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Please note that we have concluded our investigation of your complaint. Thank you for your patience while we carried out our...
investigation. Having considered the matters raised in your complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. Our records indicate the following: Money Transfer xxx-xxx-[redacted] was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements; thus, Western Union cancelled your transaction on November 23, 2016. Since your transaction was cancelled the same day that it was recorded, the settlement was never completed and Western Union did not receive the funds in question. At this time, your recipient [redacted] is unable to use Western Union Services, however she is eligible to go through our Reinstatement process. In order to support you with this case, please have [redacted] complete the attached form and submit it at her earliest convenience to [redacted], along with all the required supporting documentation described within the form. Money Transfer xxx-xxx-[redacted]; was refunded back to your bank account on November 14,2016. Money Transfer xxx-xx[redacted], as per your request, has been fully refunded back to your bank account. It should take 3-5 business days for the credit to reflect in your bank account. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Ms. [redacted],Western Union is writing in response to the complaint we received from you dated 12/6/2017 which was addressed to our corporate headquarters. In your complaint, you indicate that you bought a money order in the amount of $1,000.00 and after several attempts to get the refund, this was...
not provided.We have issued you a refund for this money order for a total amount of $981.00 on 12/14/2017. We can see through the Fedex tracking number 7[redacted]04, the refund check was delivered to the address; 9720 Ponderosa Rd, Three Forks, MT 59752 on 12/15/2017. Also, to cover the service fee charged on the Money Order we have issued a refund for the outstanding $19.00 under a MTCN that was provided to you by a separate email one 12/18/2017. By presenting this MTCN at any Western Union location in Montana, you will be able to retrieve these funds. We sincerely apologize for any inconvenience you have experienced with the specified Western Union Money Order and the customer services representatives. 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 considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ###-###-####, and provide the Western Union Reference #[redacted]. You may also email us at [redacted]@westernunion.com. Sincerely, [redacted]Executive Resolutions Specialist12500 East Belford AvenueEnglewood, CO 80112Western Union Financial ServicesPhone Number ###-###-####Fax Number ###-###-####
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly.Our records indicate that a refund was issued to you on August 16, 2017. Bank processing times are usually five to seven business days and unfortunately, this is a process that we have no control over. If you have not received these funds back to your account, please feel free to contact me directly at the phone number listed below, so that I may further assist you.We have attempted to contact you using the phone number you have provided in your complaint, but we are getting the message that service is unavailable at this time.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Best Regards,[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.Western Union has completed its investigation into your complaint, we are very sorry for the inconvenience. Our records indicate...
that you completed two transactions, one on July 8, 2016 and the other one on July 15, 2016. Both of these transactions were for the same amount of $100.00 plus the $12.00 of the service fee, and they were both charged late. These transactions were sent to different receivers, which confirms that they are not duplicate transactions. This information is confirmed in the Bank statement that you provided that shows only two charges from Western Union, one on July 15th and the other one on July 29th. We also reviewed the Bank statement provided for the month of August and this shows no additional or unauthorized charges from Western Union.Please know that this issue was caused due to a service disruption experienced by our third party payment processor that caused a delay in charging your bank account for Money Transfers that were already collected by your receivers. Please know that this issue has been properly addressed.We regret any inconvenience this matter has 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.Sincerely,Western UnionExecutive Resolutions Department
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that you received your refund on January 28, 2016. We must advise against using a third parties’ information when sending, to avoid these types of issues in the future. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,Tell us why here...
Dear [redacted] This is in response to the Revdex.com rebuttal. Please know that Western Union conducted proper investigation into the complaint. As previously advised, you will need to dispute the charges with your Bank. If your Bank is not able to initiate a charge-back request, please provide a copy of the Police report. If you no longer have this report, please request a copy of the incident and provide it to Western Union. We regret any inconvenience that this could have caused. If you have further questions, do not hesitate to contact us. Sincerely, Executive Resolutions Department Western Union
Initial Business Response /* (1000, 4, 2015/08/25) */
Dear [redacted],
Western Union is responding to your August 21, 2015 complaint to the Revdex.com.
Our records indicate that Money Transfer Control Number XXX-XXX-[redacted] was paid correctly to your intended recipient on May 11,...
2015. We were unable to locate any additional transactions sent by you during the timeframe you specify in your complaint.
To address your concerns regarding transactions sent by [redacted] Western Union is subject to Federal regulations designed to protect the confidentiality of Money Transfers wired through our System. We, therefore, cannot reveal any information about Money Transfers to anyone but the sender.
To address your request for compensation please see below:
All transactions: (i) which exceed certain amounts; (ii) to certain destinations; and (iii) that implicate certain regulatory issues or consumer protection issues are subject to Western Union's terms and conditions. Specifically, Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise. Additionally, Western Union's terms and conditions specifically state that unless you have obtained a higher liability limit by calling Western Union's Customer Service Number and paying an additional fee, neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary or punitive damages or the like.
Further information regarding our Terms and Conditions may also be accessed by visiting westernunion.com.
Kind Regards,
[redacted]
Dear [redacted] , Western Union is responding to your complaint with the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Due to a system error, the refund requests were not processed. Upon further investigating this matter,...
it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. Our records show that the issue has been resolved and a full refund was processed on August 8, 2016. The funds were sent to the account that was used to fund the transfer. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an...
issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Our records indicate that your refund was processed on March 2, 2016. Please allow 7 to 10 business day for bank processing. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted] Tell us why here...
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We have investigated your complaint and our records indicate that your account was not charged since the transaction was cancelled. If your records indicate otherwise, please send a copy of your bank statement dated May 3, 2017 to the present so that we may investigate further. Kind Regards,Executive Resolution Team
Initial Business Response /* (1000, 4, 2015/09/09) */
Dear Mr. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you attempted to send on August 30, 2015....
The validation department confirmed that the correct protocols to approve the transaction were followed. Western Union was unable to charge your bank account due to insufficient funds.
There are no anomalies with your Western Union profile. Western Union works hard to provide money transfer services that meet the needs of the public while complying with government requirements and protecting consumers against fraud. In order to comply with government constraints and protect consumers against fraud, transfers may be blocked or limited. A previous transaction successfully sent does not guarantee that a future money transfer will be validated since each transfer is verified separately.
We regret any inconvenience this matter has 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.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been using WU for roughly 10 years and I always liked the service provided, but customer service was a big down this time.
I believe that your loyal customers deserve better customer service.
I appreciate your explanation. Have a wonderful week.
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue...
is brought to our attention, we take it very seriously and move to correct the issue quickly.Please be aware that we are diligently researching and working on the case outlined in your correspondence with the Revdex.com. Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards,[redacted]Tell us why here...
Initial Business Response /* (1000, 4, 2015/07/02) */
Dear [redacted],
[redacted] is responding to your June 30, 2015 complaint to the [redacted] continually monitors the use of its systems to understand its customers' usage. We apologize for any disruption in...
your ability to conduct money transfers and any inconvenience this may have caused.
We have received your communication and require additional information in order process your request. In order for us to review your information, please complete each section of the Consumer Questionnaire Form sent to you under separate cover for privacy and security purposes. Also, attach any additional documents and return the completed Questionnaire to [redacted] Upon receipt of the completed Questionnaire and documents, we will review your information along with your transaction history. The review process takes between 10-14 business days. Upon completion of the review, we will inform you of our conclusion.
Kind Regards,
[redacted]
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 15, 2015/07/14) */
From: [redacted]
Sent: Tuesday, July 14, XXXX XX:XX AM
To:[redacted] (USACO); [redacted]
Subject: Fwd: FW: RE:[redacted] CASE#: XXXXXXXX
Dear [redacted],
Thank you,
Other things are relevant besides[redacted] policies and Bank Secrecy laws when people's lives are being damaged from you company's conduct.
When you accuse me or a client of mine of fraud and spread false and unfounded accusations to other entities under the cloak of "Bank Secrecy" it becomes defamation of character, along with a whole range of other claims.
Since I have documented proof that you have made accusations of fraud which I am alleging is part of a conspiracy of organized crime involving other countries and coninents, what you are doing is no longer a matter of secrecy, but a matter which you should desire to clear up right away before it gets out of hand.
Please justify [redacted]'s accusations of fraud in order to prevent further measures.
Sincerely,
[redacted]
On Jul 14, XXXX X:XX AM, [redacted]" wrote:
Original Message
From: [redacted]"
Initial Business Response /* (1000, 4, 2015/05/18) */
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We have investigated your claim and our records indicate that we issued a credit back to your Chase bank card on May 5, 2015 per your request. These types of requests take 3 to 5 business days, to reflect back to your account depending on the banks processing policies. If your records do not reflect this, we will need a copy of your bank statement dated May 5 2015 to present, so that we may investigate further. We recommend that you send this to us by secure means, for privacy purposes.
The Western Union Pre-Paid program ended effective March 3, 2015. The Agent location your receiver attempted to use has a policy, that they only pay out in the form of reloadable Pre-paid card, which is not affiliated with Western Union.
We apologize, our website does not always reflect the method of payment the agent uses for payout. Agent locations pay out policies do vary, we suggest contacting the chosen location to verify funds availability and pay out policies. We apologize for the inconvenience to your receiver.
We have listened to the phone calls you are referring to in your complaint, and we have determined that our Customer Service Representatives provided you with the level of service and respect that we expect from all Western Union employees.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My response is in two phases:
1) I was NOT treated respectfully or courteous fashion, 1/2 the time they didn't even speak english or know anything more than what was on their screen. I was NOT told it was 3-5 days I confirmed it was 3, not 4, not 5....but 3.
2) I received my money on the 6th day (saturday). AS promised. However, if the Locations on their website says "full service" etc, and NO mention of the restrictions, I merely selected money in minutes, it was money NEVER. unless you drive 2+ hours to get it. no warning it says "This location has limited services, please call to confirm it will work for your purposes".... nothing like that.
Yes its resolved, but I wanted to note they are very NON-INFORMATIVE on the restrictions and changes to their costly service.
Thank You Revdex.com for your work, I fully feel w/o it, nothing would have been done on this matter. Revdex.com Rocks!
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed our investigation and will address your concerns accordingly. Our records show the following: * The transaction was sent to you on May 11, 2016; * On May 12, 2016, the transaction...
was paid. * On May 16, 2016, Western Union initiated an investigation into the non-payment claim; * The investigation was completed on May 25, 2016 and the results were sent to the sender; As Western Union's contract is with the sender, we are unable to release any additional information about the results of the investigation to the receiver. If you are needing additional information about the transaction and our investigation, please contact your sender. Our records show that the transaction was sent using Money-in-Minutes service - there were no bank accounts involved on this transfer. If you believe that our website has inaccurate information, please provide a screenshot of what you are referring to, as we were unable to replicate the issue you have encountered. Additionally, after reviewing the call recordings, we were unable to identify any mishandling - the representative(s) followed the correct procedures and provided accurate information. Western Union would be more than happy to provide a copy of the documents we used to make our final determination; however, in order to do so, a subpoena will need to be submitted. The subpoena may be sent to the following address: Western Union Financial Services, Inc. Attn: Custodian of Records [redacted]
[redacted]
If you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards,[redacted]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. We have now completed out investigation and will address your concerns accordingly. Upon further review of your transaction, Western Union has been unable to show any attempts being made to payout the...
transaction. Thus, we were unable to identify the agent location your payee visited. Your refund request has been processed: the request receive via the Revdex.com was reviewed and our Error Resolutions team contacted you to obtain additional information. We have received a confirmation stating that a refund check was issued and sent to you on June 8, 2016. Please allow standard mailing time of 7-10 business days for the check to arrive at your home address. Please accept our apologies for any inconvenience this matter may have caused you and your receiver. At this time, Western Union considers this case closed and resolved. However, if any additional issues arise, please do not hesitate to contact me directly. Kind Regards,[redacted]
Initial Business Response /* (1000, 4, 2015/11/06) */
Dear Ms. [redacted],
This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced.
We have reviewed the transaction that you sent on October 19, 2015. Due to an...
internal technical glitch, the correct validation procedure was not applied to the transfer causing the availability of funds to be delayed. Our records indicate that your beneficiary collected the funds on November 4, 2015.
We have sent the refund of fees to your physical address. Please allow 7-10 for the mailing time.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused. When a concern such as this is brought to our attention, we take it very seriously and move to correct it quickly. We thank you for your feedback and want you to know that we will take the necessary steps to correct the issue.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (3000, 6, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. Your customer care representatives failed to handle my situation properly. I was passed around to different personnel.
2. When I called twice to confirm the transaction, your customer care representatives said the money was already available for pick up and yet my beneficiary was still not able to do so.
3. The customer service reps failed to provide me a clear explanation as what has happened shows a lack of confidence in the intelligence of your customers. I asked for an explanation and yet the best you can do was tell me it is a "glitch"
Based on the three points above, I cannot accept your response as you have just reiterated to me your responsibility which is to send my money to my beneficiary. This does not give me any comfort as a customer of the level of service you can provide in case this happens again in the future.
Final Business Response /* (4000, 8, 2015/11/25) */
Dear [redacted],
This is in response to the rebuttal to a complaint you filed with the Revdex.com.
We tried to contact you by telephone but the line listed in the Revdex.com complaint is not accepting calls. Please find additional comments regarding the points that you mentioned:
1. Your customer care representatives failed to handle my situation properly. I was passed around to different personnel.
- We are in the process of listening to the call recordings. Proper feedback/coaching will be provided to the operators, if applicable.
2. When I called twice to confirm the transaction, your customer care representatives said the money was already available for pick up and yet my beneficiary was still not able to do so.
- The necessary corrective measures will be taken against the operators that assisted you, if applicable, upon the review of the call recordings.
3. The customer service reps failed to provide me a clear explanation as what has happened shows a lack of confidence in the intelligence of your customers. I asked for an explanation and yet the best you can do was tell me it is a "glitch."
- Western Union acknowledged in our previous response to the Revdex.com that an internal technical difficulty affected your transaction from being available to your receiver sooner.
We sent you a separate e-mail with a copy of the send receipt where it indicates that the date of availability was set for November 4, 2015, which is the date your receiver was able to collect the funds.
We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Dear Ms. [redacted],This is in response to the complaint you filed with the Revdex.com regarding your request to have money orders refunded to you.A separate detailed email was sent to you with specific information regarding each money order. Refunds have been provided for all paperwork...
that we received.We apologize for any confusion and inconvenience you have experienced with these transactions.If you have any further questions, please email us at [redacted]Sincerely,Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever...
an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We need to obtain information from you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [redacted] so that I may assist you with resolving your concern. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted]
Dear [redacted], Western Union is responding to your rebuttal with the Revdex.com. As stated in our previous response, the refund requests were not processed due to a system error. Upon further investigating this matter, it was determined that a technical issue with one of our vendor sites affected a number of refund/cancel requests – even though the refund was initiated by Western Union, the funds are not being routed back to customers’ accounts. As a courtesy, Western Union has processed your compensation request – we refunded total amount of $36 to you under a new Money Transfer Control Number. The information about the refund and instructions for receiving the funds will be sent to you under a separate cover. We are truly sorry for any inconvenience this matter may have caused you. Kind Regards, [redacted]