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 received a research request for you on 9/13/2016 and it was processed on 9/30/2016. You were asked to submit the required $30.00 processing fee as the Money Order was already cashed on 9/14/2016.Once we recieve the fee we will be happy to fulfil your request. Phone records indicate that you would be provided a copy of the cashed Money Order once we receive the required documents and fees.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Revdex.com:
Thank you for your efforts. This case has now been resolved. Thanks again, [redacted] Complaint #[redacted] has been resolved
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western Union Executive Resolutions Department
Initial Business Response /* (1000, 4, 2015/08/11) */
Dear [redacted],
Western Union is responding to your August 8, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that we issued a refund check to you on August 7, 2015 please allow 7 to 10 business days for delivery via USPS. Please refer to the Terms & Conditions regarding refunds and allowing for 30 days from the time of your request and the limitations and liability where Western Union is not liable for any damages. Our Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com.
Kind Regards,
[redacted]
Dear [redacted], Western Union is writing in response to the complaint we received from you dated 1/11/2018 which was addressed to our corporate headquarters. In your complaint, you indicate that you have forwarded the required documentation to Western Union multiple times; however, you...
have not received a copy of your transaction history report. Western Union has investigated this matter. Our records indicate that you contacted the Executive Resolutions Team on December 30, 2017 and January 15, 2018; however, none of the emails included the documentation required to proceed with your request. We contacted you on January 16th, 19th, and 21st to obtain copies of the documentation; however, they have not been provided to us. We assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your case. Western Union considers this case closed; however, we will reopen it upon receipt of the aforementioned documentation. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team Sincerely,Lisa B[redacted]Executive Resolution Team303-694-2131
Complaint: [redacted]
I am rejecting this response because:It is a boilerplate response. I have transferred cash to my son in [redacted] over 40 times in the last 4 months I had to go through several representatives. Finally, I got the supervisor and said she would fill out whatever was going on I paid cash and got charged $12.50 and given a tracker ID to go back 10 miles to [redacted]. Western Union will be presented to the [redacted] Attorney General and I have contacted the Executive Assistant of Mr. [redacted] I spent 4-5 hours of my dealing with Western Union. I am a [redacted] and don't have time for these horrible business practices and decisions. Respectfully submitted, [redacted] 713-430-6895 i will accept $350 for pas
Sincerely,
[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.We have reviewed your concern. Our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union....
As mentioned on the response that was sent by a Western Union representative, we would suggest you to work with your bank to remove the hold on the rest of the authorizations.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
Initial Business Response /* (1000, 10, 2015/12/30) */
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 sent on December 19, 2015. This...
complaint was also received by our CEO, [redacted] on Sunday December 27, 2015 and it was resolved to your satisfaction on December 28, 2015.
We have explained to you that Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.
We also referenced part of what is mentioned in the terms and conditions regarding the availability of funds being subject to regulatory issues, see below:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
You were able to provide the scanned copy of your receiver's identification and the Compliance department was able to proceed with the full refund. You successfully collected your money back on December 28, 2015. The correct compliance regulations were followed. You have been instructed to provide your full receiver's name the next time you send funds to avoid similar scenarios from happening. As a one-time courtesy we awarded your MYWU account with enough points to cover the fees on your next two transactions. All this information was provided to you separately via e-mail.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 12, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded.
Please note: It is a shame that I had to send a letter of complain to Western Union's CEO in order to resolve this matter. This company has very poorly trained costumer service personnel who don't listen to the customer. It took someone from Headquarters to resolve the issue. Their compliance department treated me as if I was a terrorist or drug dealer sending money. They (The Compliance Department) hung up the phone on me after keeping me waiting for 25 minutes. My brother, who was supposed to receive the money was also treated the same way at the Western Union location. He desperately needed the money to eat. He went hungry that night because of this company's unfounded suspicions.
I would be "afraid" to use this company again and I swear I will never do business with this company ever again.
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Your concern has been reviewed. The paperwork that was received by the Money Order team was incomplete. The forms and instructions...
were sent back on June 27, 2016. The mandatory statements were not input. We have re-sent the forms via regular mail. Please allow 7-10 days for the mailing time. Please make sure that all the mandatory fields are completed before re-submitting the forms. 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. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. It is always recommended to fill out the Money Orders as soon as they are purchased. Losing blank Money...
Orders is equivalent to losing cash. The paperwork that you submitted advises that you will need to allow 30 days for processing.We have sent you a separate e-mail with the copies of the cashed items. You may consider reporting the incident to the police.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union has a process in place that prevents payments from being delayed due to small spelling mistakes as long as the gender of the receiver is not altered and the difference in the name/last-name is a spelling correction, not a change of the name/last name. i.e [redacted]. The store will also take into consideration if the receiver knows the details of the transfer, such as: sender's name, originating country, amount expected, MTCN and in this case, the test question which the receiver knew. The customer identified herself with a valid type of identification.To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. We would suggest you to file a police report to pursue an investigation. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc.Attn: Custodian of Records12500 E. Belford Avenue, M21A2Englewood, CO 80112The team that handled the investigation sent the resolution of your case to the address that is on file. On March 10, 2016 you were requested to fill out the Change of Address (COA) form to update the address via e-mail and send the resolution to the correct address, however the form was not received.As previously mentioned, quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],
Western Union is responding to your December 10, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or...
services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [email protected] so that I may assist you with resolving your concern.
Kind Regards,
[redacted]
Dear [redacted]This is in response to the Better Business Rebuttal. When a customer sends a money transfer using our Telephone Money Transfer service or WebMT service, we do not “charge” the debit or credit card unless the order is successful. We simply “authorize” the card for the amount of the order. If the transfer is not approved, or is cancelled by the sender, the charges are not applied. As previously explained since Western Union did not have the funds for the transaction, an Authorization Hold Removal letter was sent to the issuing Bank requesting them to release the hold. Depending on the bank’s procedures it may take several business days for them to release the hold they placed on your account. If you use a debit card, the funds may leave your account balance, but will return once the authorization expires. The card issuing bank sets the expiration time.After listening to the call recordings we did not find any lapse in the customer service provided. We do apologize that they were not able to provide you with the exact time of when funds would be released back to your account, in this particular case it depended on your Bank’s procedures. We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. We regret any inconvenience this matter may have caused. Sincerely,Executive Resolutions DepartmentWestern Union
Initial Business Response /* (1000, 4, 2015/11/03) */
Dear [redacted],
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets...
Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days 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]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date, we have not received a call to withdraw this refund.
I have made over 15 phone calls and have sent over 11 emails to get this resolved. While I understand we companies must follow regulations, I do not agree with the fact that it has taken over 2 months to process this refund. I am an elder person, out of work, relying with very little income to support myself.
According to their policy, there is a 10 days refund policy which they did not comply with. This is an unreliable company that should not be in business
Final Business Response /* (4000, 8, 2015/12/04) */
Dear [redacted],
Our decision on this matter has not changed.
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing. The refund time frame is contingent on when we receive requested documentation for the OFAC regulations.
Western Union considers this case closed.
Initial Business Response /* (1000, 5, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 11, 2015 complaint to the [redacted].
[redacted] 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 a refund will not be provided as you declined the direct debit withdrawal from your bank account. The rejection was received from your bank on June 8, 2015 as unauthorized. Since this transaction was originally authorized by you, this is a violation of the terms of use.
As a result of the decline, you now owe Custom House 4,022.00 USD for this transaction.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from [redacted] asked me to give her the money transfer control no to her. I never received anything like this from [redacted] but I forwarded her the receipt that I received from [redacted] when they took out $4022 from my bank to transfer to my beneficiaries bank. She said she needed this number to investigate my case. She againa sked me for it so I asked her "what is this money transfer control no". She never replied to this email and now I see this response to [redacted].
It is my money that I gave to them to transfer and when they failed their service I asked them to refund it. And now, this [redacted] is saying that I owe them money to [redacted]
I have a feeling that this person has no idea about the case and this underscores the fact that [redacted] has incompetent employees who have no clue what they are doing. This business is not to be trusted.
I would like to stop dealing with this type of entity right now and don't care for the refund from them anymore.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. As discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to...
be refunded and the "Refund Request Form" was never received. Since the form is required to proceed with the investigation, on June 28, 2017 we sent you the forms via a separate email and on June 29, 2017 we received the completed documentation. We have forwarded the documentation to the Money Order Department for processing.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 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 industryWestern Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us [email protected], The Western Union Executive Resolutions Team.
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
I need to obtain additional information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you, please email me at [redacted]@westernunion.com with the Money Transfer control Numbers in questions so that I may assist you with resolving your concern.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
I have been contacted by the company representative today, and sent back the information they requested and more.
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our records indicate that your refund check was sent on May 28, 2015 via FedEx overnight, and was confirmed delivered to you on May 29, 2015.
Western Union considers this case closed.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: this is a charge assessed by your credit card because Western Union processed it as a cash advance when it should have been processed as a credit card charge. This was done by Western Union, not [redacted].
Sincerely,
[redacted]
Dear [redacted],Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.We have received a research request for you on 9/13/2016 and it was processed on 9/30/2016. You were asked to submit the required $30.00 processing fee as the Money Order was already cashed on 9/14/2016.Once we recieve the fee we will be happy to fulfil your request. Phone records indicate that you would be provided a copy of the cashed Money Order once we receive the required documents and fees.We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.Kind Regards,Executive Resolution Team
Revdex.com:
Thank you for your efforts. This case has now been resolved. Thanks again, [redacted] Complaint #[redacted] has been resolved
Sincerely,
[redacted]
Dear [redacted] This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. An investigation into your concerns has been initiated at this time and we will provide findings of our investigation to you....
Unfortunately, we have been unable to reach resolution in your matter yet, despite our best efforts. Please be assured that we will respond as soon as possible with an update. Sincerely, Western Union Executive Resolutions Department
Initial Business Response /* (1000, 4, 2015/08/11) */
Dear [redacted],
Western Union is responding to your August 8, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Our records indicate that we issued a refund check to you on August 7, 2015 please allow 7 to 10 business days for delivery via USPS. Please refer to the Terms & Conditions regarding refunds and allowing for 30 days from the time of your request and the limitations and liability where Western Union is not liable for any damages. Our Terms & Conditions are printed on the back of the Money Order form and at our website, westernunion.com.
Kind Regards,
[redacted]
Dear [redacted], Western Union is writing in response to the complaint we received from you dated 1/11/2018 which was addressed to our corporate headquarters. In your complaint, you indicate that you have forwarded the required documentation to Western Union multiple times; however, you...
have not received a copy of your transaction history report. Western Union has investigated this matter. Our records indicate that you contacted the Executive Resolutions Team on December 30, 2017 and January 15, 2018; however, none of the emails included the documentation required to proceed with your request. We contacted you on January 16th, 19th, and 21st to obtain copies of the documentation; however, they have not been provided to us. We assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your case. Western Union considers this case closed; however, we will reopen it upon receipt of the aforementioned documentation. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: [redacted]. You may also email us at [email protected]. Sincerely, The Western Union Executive Resolutions Team Sincerely,Lisa B[redacted]Executive Resolution Team303-694-2131
Complaint: [redacted]
I am rejecting this response because:It is a boilerplate response. I have transferred cash to my son in [redacted] over 40 times in the last 4 months I had to go through several representatives. Finally, I got the supervisor and said she would fill out whatever was going on I paid cash and got charged $12.50 and given a tracker ID to go back 10 miles to [redacted]. Western Union will be presented to the [redacted] Attorney General and I have contacted the Executive Assistant of Mr. [redacted] I spent 4-5 hours of my dealing with Western Union. I am a [redacted] and don't have time for these horrible business practices and decisions. Respectfully submitted, [redacted] 713-430-6895 i will accept $350 for pas
Sincerely,
[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.We have reviewed your concern. Our Digital Accounting team has confirmed that only one payment for $565.18 was received by Western Union....
As mentioned on the response that was sent by a Western Union representative, we would suggest you to work with your bank to remove the hold on the rest of the authorizations.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
Initial Business Response /* (1000, 10, 2015/12/30) */
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 sent on December 19, 2015. This...
complaint was also received by our CEO, [redacted] on Sunday December 27, 2015 and it was resolved to your satisfaction on December 28, 2015.
We have explained to you that Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.
We also referenced part of what is mentioned in the terms and conditions regarding the availability of funds being subject to regulatory issues, see below:
1. WESTERN UNION ("WU") MONEY TRANSFER(r) SERVICES VIGO ("VIGO") MONEY TRANSFER SERVICES AND ORLANDI VALUTA ("ORLANDI VALUTA") MONEY TRANSFER SERVICES ("SERVICES") ARE PROVIDED BY WESTERN UNION FINANCIAL SERVICES, INC. ("WESTERN UNION") AND ARE SUBJECT TO THESE TERMS AND CONDITIONS ("AGREEMENT") AND APPLICABLE LAW. Additional information regarding the Services may be obtained at www.westernunion.com, www.vigousa.com and www.orlandivaluta.com, depending on the services you choose. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively, "Restrictions").
You were able to provide the scanned copy of your receiver's identification and the Compliance department was able to proceed with the full refund. You successfully collected your money back on December 28, 2015. The correct compliance regulations were followed. You have been instructed to provide your full receiver's name the next time you send funds to avoid similar scenarios from happening. As a one-time courtesy we awarded your MYWU account with enough points to cover the fees on your next two transactions. All this information was provided to you separately via e-mail.
Western Union apologizes that you found difficulty using this service. We regret any inconvenience this matter may have caused.
Sincerely,
Executive Resolutions Group
Initial Consumer Rebuttal /* (2000, 12, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded.
Please note: It is a shame that I had to send a letter of complain to Western Union's CEO in order to resolve this matter. This company has very poorly trained costumer service personnel who don't listen to the customer. It took someone from Headquarters to resolve the issue. Their compliance department treated me as if I was a terrorist or drug dealer sending money. They (The Compliance Department) hung up the phone on me after keeping me waiting for 25 minutes. My brother, who was supposed to receive the money was also treated the same way at the Western Union location. He desperately needed the money to eat. He went hungry that night because of this company's unfounded suspicions.
I would be "afraid" to use this company again and I swear I will never do business with this company ever again.
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. Your concern has been reviewed. The paperwork that was received by the Money Order team was incomplete. The forms and instructions...
were sent back on June 27, 2016. The mandatory statements were not input. We have re-sent the forms via regular mail. Please allow 7-10 days for the mailing time. Please make sure that all the mandatory fields are completed before re-submitting the forms. 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. We sincerely apologize for the problems you have experienced.We have reviewed your concerns. It is always recommended to fill out the Money Orders as soon as they are purchased. Losing blank Money...
Orders is equivalent to losing cash. The paperwork that you submitted advises that you will need to allow 30 days for processing.We have sent you a separate e-mail with the copies of the cashed items. You may consider reporting the incident to the police.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. As we are a global company, we have several customer service centers throughout the world where your call may be handled. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear Mr. [redacted], This is in response to the rebuttal to a complaint you filed with the Revdex.com. Western Union has a process in place that prevents payments from being delayed due to small spelling mistakes as long as the gender of the receiver is not altered and the difference in the name/last-name is a spelling correction, not a change of the name/last name. i.e [redacted]. The store will also take into consideration if the receiver knows the details of the transfer, such as: sender's name, originating country, amount expected, MTCN and in this case, the test question which the receiver knew. The customer identified herself with a valid type of identification.To reiterate our previous communication, the corresponding fraud group verified that the location followed the correct payout procedures. We would suggest you to file a police report to pursue an investigation. If your local law enforcement requires documentation from Western Union about its decision (Copy of To Receive Money Form and receiver’s ID details), they should send a Subpoena Request to the address below so that the corresponding department can follow up on the request Western Union Financial Services, Inc.Attn: Custodian of Records12500 E. Belford Avenue, M21A2Englewood, CO 80112The team that handled the investigation sent the resolution of your case to the address that is on file. On March 10, 2016 you were requested to fill out the Change of Address (COA) form to update the address via e-mail and send the resolution to the correct address, however the form was not received.As previously mentioned, quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced interacting with our operators over the phone. We have reviewed all the call recordings and the proper coaching is being provided to the operators involved to ensure inquiries such as yours are handled correctly.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted],
Western Union is responding to your December 10, 2015 complaint to the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or...
services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We need to obtain information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you to obtain additional information. Please email me at [email protected] so that I may assist you with resolving your concern.
Kind Regards,
[redacted]
Dear [redacted]This is in response to the Better Business Rebuttal. When a customer sends a money transfer using our Telephone Money Transfer service or WebMT service, we do not “charge” the debit or credit card unless the order is successful. We simply “authorize” the card for the amount of the order. If the transfer is not approved, or is cancelled by the sender, the charges are not applied. As previously explained since Western Union did not have the funds for the transaction, an Authorization Hold Removal letter was sent to the issuing Bank requesting them to release the hold. Depending on the bank’s procedures it may take several business days for them to release the hold they placed on your account. If you use a debit card, the funds may leave your account balance, but will return once the authorization expires. The card issuing bank sets the expiration time.After listening to the call recordings we did not find any lapse in the customer service provided. We do apologize that they were not able to provide you with the exact time of when funds would be released back to your account, in this particular case it depended on your Bank’s procedures. We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. We regret any inconvenience this matter may have caused. Sincerely,Executive Resolutions DepartmentWestern Union
Initial Business Response /* (1000, 4, 2015/11/03) */
Dear [redacted],
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets...
Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days 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]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of this date, we have not received a call to withdraw this refund.
I have made over 15 phone calls and have sent over 11 emails to get this resolved. While I understand we companies must follow regulations, I do not agree with the fact that it has taken over 2 months to process this refund. I am an elder person, out of work, relying with very little income to support myself.
According to their policy, there is a 10 days refund policy which they did not comply with. This is an unreliable company that should not be in business
Final Business Response /* (4000, 8, 2015/12/04) */
Dear [redacted],
Our decision on this matter has not changed.
Although some regulations on Cuba transactions have been relaxed, U.S. - based financial services companies like Western Union are still required to comply with the sanctions established by the U.S. Office of Foreign Assets Control (OFAC) and are subject to OFAC regulations. As the political climate between the U.S. and Cuba continues to change, we anticipate future changes to OFAC rules that may affect some consumers at our Agent locations.
We have issued a refund to you per your request in the amount of $324.00. Please allow five to seven days for bank processing. The refund time frame is contingent on when we receive requested documentation for the OFAC regulations.
Western Union considers this case closed.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/06/24) */
Dear [redacted],
[redacted] is responding to your June 11, 2015 complaint to the [redacted].
[redacted] 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 a refund will not be provided as you declined the direct debit withdrawal from your bank account. The rejection was received from your bank on June 8, 2015 as unauthorized. Since this transaction was originally authorized by you, this is a violation of the terms of use.
As a result of the decline, you now owe Custom House 4,022.00 USD for this transaction.
Kind Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from [redacted] asked me to give her the money transfer control no to her. I never received anything like this from [redacted] but I forwarded her the receipt that I received from [redacted] when they took out $4022 from my bank to transfer to my beneficiaries bank. She said she needed this number to investigate my case. She againa sked me for it so I asked her "what is this money transfer control no". She never replied to this email and now I see this response to [redacted].
It is my money that I gave to them to transfer and when they failed their service I asked them to refund it. And now, this [redacted] is saying that I owe them money to [redacted]
I have a feeling that this person has no idea about the case and this underscores the fact that [redacted] has incompetent employees who have no clue what they are doing. This business is not to be trusted.
I would like to stop dealing with this type of entity right now and don't care for the refund from them anymore.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Dear [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Western Union has investigated this matter. As discussed via telephone on June 28, 2017, our Money Order Department confirmed that the Money Order is still available to...
be refunded and the "Refund Request Form" was never received. Since the form is required to proceed with the investigation, on June 28, 2017 we sent you the forms via a separate email and on June 29, 2017 we received the completed documentation. We have forwarded the documentation to the Money Order Department for processing.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 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 industryWestern Union considered this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us [email protected], The Western Union Executive Resolutions Team.
Initial Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our...
customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
I need to obtain additional information from you but have been unable to reach you. To determine how to proceed, we need to communicate with you, please email me at [redacted]@westernunion.com with the Money Transfer control Numbers in questions so that I may assist you with resolving your concern.
We deeply value your relationship with Western Union and are committed to providing you with the highest level of service. If you have any further questions or comments regarding this matter, please feel free to contact me.
Kind regards,
[redacted]
Initial Consumer Rebuttal /[redacted]/
I have been contacted by the company representative today, and sent back the information they requested and more.
Final Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the rebuttal you filed with the Revdex.com.
Our records indicate that your refund check was sent on May 28, 2015 via FedEx overnight, and was confirmed delivered to you on May 29, 2015.
Western Union considers this case closed.
Kind Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: this is a charge assessed by your credit card because Western Union processed it as a cash advance when it should have been processed as a credit card charge. This was done by Western Union, not [redacted].
Sincerely,
[redacted]