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. Our records indicate that the [redacted] (BOFD) has completed their investigation on the...
Forgery claim we submitted on your behalf. The communication that we have received from the BOFD indicates that a refund check was issued and mailed to you on August 25, 2016. We also show that the refund check was cashed on August 31, 2016. Forgery claims are not investigated by Western Union and we have no control over the process – every step of the investigation is handled by the BOFD, we are simply the liaison between you (the customer) and the BOFD. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, if you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. Western Union is in receipt of the complaint you filed with the Consumer Financial Protection Bureau. Upon further review, we have confirmed the complaints filed with both agencies are...
regarding the same issue. We will be responding to your issue through the Consumer Financial Protection Bureau portal. Sincerely, Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because: They are not saying anything here. They have not requested any additional information from me to reach a resolution (even though they have received everything numerous times!)It's like Western Union is: a) flat out trying to scam me, or b) has lost the ability to track where their system sent my money, and are just trying to sweep this under the rug. Why wouldn't you respond once you had some sort of resolution in sight? You're basically saying, we have no clue... but we might find something if we get around to looking for it later. It's now February 22! This is a complete joke!I feel they just want me to go away and accept the fact that they are not giving me my money back. One of your phone support managers actually said, You are not getting your money back!I have forwarded my ID, original receipts, tracking numbers, etc numerous times. After hours of explaining my situation over and over, I have been issued new #'s to receive my money countless times that never work. It always says, "not a valid birth date" when your system does not request a birthdate anywhere! And then hours on the phone from walmart or wherever I was told to get my refund with people that just hang up on us once they realize they don't know what they're doing! This occurs every time with the process starting all over again. This is a complete joke!
Sincerely,
[redacted]
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. The Money Order department confirmed that they processed the refund request on December 11, 2015. The refund...
check was sent to the address that you specified on the request form. We have placed a stop payment on that refund check. A new refund check has been processed. Please allow 7-10 days for the new refund check to be delivered.Quality service to our consumers is our primary concern at Western Union. My 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 [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.Could you please provide us with the Money Order numbers you are referring to in your complaint and please complete the attached affidavit for each Money Order so that we may assist you further?We sincerely apologize for any inconvenience you have experienced with the specified Western Union Money Orders 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
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 we sent a refund check to you on March 11, 2016 to the updated address you provided. Please allow 7 to 10 business days for delivery via USPS.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], This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that Western Union declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and...
Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Furthermore, our records indicate that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union may further review this decision if you complete the enclosed Consumer Questionnaire and provide the supporting documentation listed within the form. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. A refund of the transaction was created for Mr. William Martin. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. 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 you with our findings as soon as...
possible. Unfortunately, we have been unable to attain a resolution yet, despite of our best efforts. Please be assured that we will respond to you, under separate cover, once the investigation is concluded. Sincerely, [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]
Initial Business Response /* (1000, 4, 2015/05/19) */
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 must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
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 /* (3000, 6, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, WU agent gave me a print out of how much the recenzent will receive. My invoive was th eproof, as per WU. It had nothing to do with US $, it was exchange between Cdn$ & Polish ZLoty - WU promissed my invoice with mtcn # is my proof - I have been sending money through WU for many years and there was never a mistake, agent in Poland made a mistake - young person didn't know what she was doing as per WU mgr name Saint, from Mexico told me. That's why he appologized and promissed the reimbursment & extra for inconvenience. I have never heard more from SAint or any other supervisor or receive any other email/money as promissed...that's what my complain is all about. For few months now I'm trying to get my money. WHERE IS IT?? Where is my new MTCN# so I can cash...Saint even put points on my account that I can not cash..beloew is one of the emails between me & WU, I have about45-50 of those emails:
Message Body;
Forwarded Message
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, [redacted] XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Western Union
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Western Union values your business. Should you have any other questions as efforts are made to resolve your concern, please do not hesitate to contact us.
Thank you for allowing us to be of service to you.
Subject Assistance with a money transfer
Discussion History Response Via Email ([redacted]) 03/12/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
Please accept our most sincere apology for this inconvenience.
I have personally spoken with our Supervisor Saint and he claims to have already sent you an email response. He has already escalated the situation to if we can respect what was promised, because that is something that is not available in Canada. But, we are trying to see if there can be a one-time exception. This is why it is taking so long.
Once again, we apologize for the delay.
If you have any questions or concerns, do not hesitate to contact us via email. Or, for real-time assistance you can contact us via chat or you can call our Customer Care department at X-XXX-XXX-XXXX.
Best regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
You would not believe how tired I am to work on this....what's really not fare, that some is calling me that I will hear from you within 48 hrs, and nobody even calls or send an email to give me updates even after 10 days. My tel # XXX XXX-XXXX. Waiting for your call, regards, [redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX XX:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Dear [redacted],
Thank you for contacting Western Union.
We are sorry to hear about the delayed of your request and we know this could be very frustrating on your part.
We have tried to check for the follow up that was done. Actually they submitted the request and we really felt the intention working on this request. We have tried to double check that with the right department real time and they have gotten lots of request about your issue as to follow up. We have already worked on this and probably you can hear from you as soon as it is done. You can also send us your phone number just in case you need to talk to us real time and if you have anything in mind that you want to add. And also, we can give you update from time to time on this.
We are looking forward for your response. Thank you so much.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Oh, I think you didn't read my previous email......Nobody followed up with me!
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX X:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Hello [redacted],
Thank you for contacting Western Union.
We are sorry for the inconvenience.
We are glad to hear that they have already followed up on your situation hopefully it gets resolved as soon as possible.
In this case if you have any other question or doubt please do not hesitate to contact us via email or at XXXX-XXX-XXXX.
We look forward in serving you again as a valued customer.
Thank you for contacting Western Union.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Thank you for letting me know. Nobody followed up with me yesterday, I hope it will be today.
[redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Wednesday, March 11, XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
The information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of The Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Response Via Email [redacted] 03/11/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
We apologize for the inconvenience this has caused you. Allow us to assist you with your concern.
We sent a follow up e-mail to our department regarding your request. We requested also to send the information you need through your e-mail address that usually takes 24-48 hours.
We sincerely apologize that it is taking so long.
We look forward in serving you again.
Best regards,
Western Union Customer Care
Customer By Email 03/11/XXXX XX:XX AM
Can someone from consumer mgmt. team get back to me please...
From: eInfo eInfo To: Customer Care Sent: Tuesday, March 10, XXXX XX:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
What is happening, can you please escalate this to a consumer mgmt. team/supervisor to get back to me with a new mtcn# to cash in my points for $75.00 - that's what a man name [redacted] spvr told me?
[redacted] tel: XXX-XXX-XXXX
From: eInfo eInfo To: Customer Care Sent: Monday, March 9, XXXX X:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
I spoke with [redacted] supervisor, on Mar. 2nd & he mentioned he/someone/ will get back to me in 48 hrs...it's been a week & nobody contacted me.
[redacted]
From: eInfo eInfo To: Customer Care Sent: Monday, March 2, XXXX X:XX PM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Thank you
From: Customer Care To: [redacted]@yahoo.ca Sent: Monday, March 2, XXXX X:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Incident Reference #XXXXXX-XXXXXX
Date Created: 03/11/XXXX XX:XX AM
Last Updated: 03/12/XXXX XX:XX PM
Nothing was solved, nobody called me back, no new mtcn # issued...only empty promisses. AS you can see my patience ran out. I am very disappointed and would like it to be solved.
Regards,
[redacted]
Final Business Response /* (4000, 8, 2015/06/04) */
Dear [redacted]
Western Union is writing in response to the rebuttal we received from you through the Revdex.com.
Our position has not changed with this matter, we must reiterate.
We must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/28) */
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.
Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted]@westernunion.com so that we may investigate the issue further.
Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. 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.
These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person.
To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html
We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html
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 /* (3000, 6, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goal. The anti money laundering excuse was NEVER uttered by any member of the "customer service" team. They repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over 10 years? They could not answer. They do not know or seem to have a good command of the system they are referring to. I have had no trouble until recently. I have had the same computer, operating system, and account/payment methods the whole time. The point, I am making is this is a bait and switch violation. They refuse your business online where it is cheaper, force you to a location in town and charge more money. The time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-2014. Western Union customer service is sub standard. Victimizes the customers into inconveniences of interrupted work day, extra expenses, and frustration. Their dispute resolution and problem solving is terrible. What could they possibly be proud of?!
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union’s Financial Service, Inc.’s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise...
this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union’s services, nor the services of any of our affiliate companies. Kind Regards, [redacted]
Dear Mrs. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We contacted you by telephone on January 18, 2017 and confirmed that you received the refund check which was sent via overnight...
delivery. The processing fee had been waived and therefore, not deducted from the refunded amount. We could not find errors in the processing of the refund as the checks were sent to the addresses you indicated.Direct contact information has been shared with you should you require additional support. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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. As a part of our investigation, Western Union has been in contact with [redacted]. We have received confirmation from [redacted] that they were able to identify your payment internally and to credit it to your [redacted] Mortgage account. This was possible due to the fact that the payment was sent to one of the business branches of [redacted] and they are able to reroute the funds to the correct branch as needed. Additionally, we have reviewed your telephone conversations with our customer support team – the appropriate follow up was made in regards to the call handling. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. 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.We have reviewed your concerns. The call recordings have been reviewed and proper feedback/coaching was provided to the operators involved. We...
also notified the person in charge of the region to review the incident with both locations to ensure that the Western Union’s Web site has accurate details. According to a telephone conversation on January 13, 2016, you mentioned that you would like to send funds to your bank account. We sent you an e-mail with the requirements to complete a Direct to Bank Money Transfer and also shared the locations of agents that you could visit to send the funds. We also provided a promotion code to use when sending a future money transfer transaction. It has been explained that this code will cover your fees on your next Western Union money transfer.Western Union apologizes that you found difficulty trying to send a Direct to Bank Money Transfer. 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 Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of...
our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the requested Money Order documents from you on March 5, 2015. Claims can take 6 to 8 weeks to process, from the time we receive all requested documents. We processed a refund to you on May 7, 2015, which was sent to you via USPS, please allow 7 to 10 business days for arrival. The processing fee is nonrefundable.
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]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. In order for us to pursue this matter further, we will need a copy of your bank statement dated December 24, 2015 to the present for verification that funds for this transaction were withdrawn and not returned. We ask that you send this to us by secure means to [redacted]
Kind 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.We tried to review your concern with the information that you provided and were unable to find any transaction and verify the actual issue...
that you experienced when you tried collecting the funds that were sent through Western Union. We verified your name and address with our Compliance team and could not find any issues associated with your information.We attempted contacting you by telephone and e-mail on January 12, 13 and 14 of 2016, however, there was no response.Should you provide additional details or re-establish contact in the future, the case will be re-opened for investigation.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted]: We are responding to your recent complaint to Western Union. In your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiver. You stated that your April 7 money transfer in the amount of $1,500.00 registered...
under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhere. You have requested a refund of this money transfer transaction. Your April 7 money transfer in the amount of $1,500.00 registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requested. We were notified later that the money transfer transaction was rejected by our bank partner on April 26. The funds were then sent back to us, and we refunded back to you on April 27, 2017. We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructions. We appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused you. Furthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition, we have provided you with a 100% promotional code that you can use in a future money transfer. The promo-code as well as additional instructions on how to use it have been provided to you under separate cover. Western Union considers this case as closed. If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at[redacted] Sincerely, The Western Union Executive Resolutions Team
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. On July 11, 2016 you requested to cancel your transaction. Due to a technical glitch, the...
electronic refund was delayed. Western Union fully reimbursed your account on July 27, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the credit reflected. As a courtesy, we have awarded your MYWU account with 150 points. You can redeem the mentioned points to cover the fees on your next Western Union money transfer. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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. Our records indicate that the [redacted] (BOFD) has completed their investigation on the...
Forgery claim we submitted on your behalf. The communication that we have received from the BOFD indicates that a refund check was issued and mailed to you on August 25, 2016. We also show that the refund check was cashed on August 31, 2016. Forgery claims are not investigated by Western Union and we have no control over the process – every step of the investigation is handled by the BOFD, we are simply the liaison between you (the customer) and the BOFD. We apologize for any inconvenience this matter may have caused you. At this time, Western Union considers this matter resolved and closed. However, if you have any additional questions or require further assistance, please do not hesitate to contact us once more. Kind Regards, [redacted]
Dear [redacted], This is in response to the complaint you filed with the Revdex.com. Western Union is in receipt of the complaint you filed with the Consumer Financial Protection Bureau. Upon further review, we have confirmed the complaints filed with both agencies are...
regarding the same issue. We will be responding to your issue through the Consumer Financial Protection Bureau portal. Sincerely, Executive Resolutions Group
Complaint: [redacted]
I am rejecting this response because: They are not saying anything here. They have not requested any additional information from me to reach a resolution (even though they have received everything numerous times!)It's like Western Union is: a) flat out trying to scam me, or b) has lost the ability to track where their system sent my money, and are just trying to sweep this under the rug. Why wouldn't you respond once you had some sort of resolution in sight? You're basically saying, we have no clue... but we might find something if we get around to looking for it later. It's now February 22! This is a complete joke!I feel they just want me to go away and accept the fact that they are not giving me my money back. One of your phone support managers actually said, You are not getting your money back!I have forwarded my ID, original receipts, tracking numbers, etc numerous times. After hours of explaining my situation over and over, I have been issued new #'s to receive my money countless times that never work. It always says, "not a valid birth date" when your system does not request a birthdate anywhere! And then hours on the phone from walmart or wherever I was told to get my refund with people that just hang up on us once they realize they don't know what they're doing! This occurs every time with the process starting all over again. This is a complete joke!
Sincerely,
[redacted]
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. The Money Order department confirmed that they processed the refund request on December 11, 2015. The refund...
check was sent to the address that you specified on the request form. We have placed a stop payment on that refund check. A new refund check has been processed. Please allow 7-10 days for the new refund check to be delivered.Quality service to our consumers is our primary concern at Western Union. My 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 [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.Could you please provide us with the Money Order numbers you are referring to in your complaint and please complete the attached affidavit for each Money Order so that we may assist you further?We sincerely apologize for any inconvenience you have experienced with the specified Western Union Money Orders 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
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 we sent a refund check to you on March 11, 2016 to the updated address you provided. Please allow 7 to 10 business days for delivery via USPS.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], This is in response to the complaint filed through the Revdex.com. Western Union has investigated this matter; our records indicate that Western Union declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and...
Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. Furthermore, our records indicate that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union may further review this decision if you complete the enclosed Consumer Questionnaire and provide the supporting documentation listed within the form. Please keep in mind that Western Union may request additional information, and as a result of this review process, Western Union still reserves the right to restrict your ability to transact via Western Union. All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided. A refund of the transaction was created for Mr. William Martin. Western Union considers this case closed. If you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference #: [redacted]. You may also email us at [redacted]. 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 you with our findings as soon as...
possible. Unfortunately, we have been unable to attain a resolution yet, despite of our best efforts. Please be assured that we will respond to you, under separate cover, once the investigation is concluded. Sincerely, [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]
Initial Business Response /* (1000, 4, 2015/05/19) */
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 must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
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 /* (3000, 6, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, WU agent gave me a print out of how much the recenzent will receive. My invoive was th eproof, as per WU. It had nothing to do with US $, it was exchange between Cdn$ & Polish ZLoty - WU promissed my invoice with mtcn # is my proof - I have been sending money through WU for many years and there was never a mistake, agent in Poland made a mistake - young person didn't know what she was doing as per WU mgr name Saint, from Mexico told me. That's why he appologized and promissed the reimbursment & extra for inconvenience. I have never heard more from SAint or any other supervisor or receive any other email/money as promissed...that's what my complain is all about. For few months now I'm trying to get my money. WHERE IS IT?? Where is my new MTCN# so I can cash...Saint even put points on my account that I can not cash..beloew is one of the emails between me & WU, I have about45-50 of those emails:
Message Body;
Forwarded Message
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, [redacted] XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Western Union
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Western Union values your business. Should you have any other questions as efforts are made to resolve your concern, please do not hesitate to contact us.
Thank you for allowing us to be of service to you.
Subject Assistance with a money transfer
Discussion History Response Via Email ([redacted]) 03/12/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
Please accept our most sincere apology for this inconvenience.
I have personally spoken with our Supervisor Saint and he claims to have already sent you an email response. He has already escalated the situation to if we can respect what was promised, because that is something that is not available in Canada. But, we are trying to see if there can be a one-time exception. This is why it is taking so long.
Once again, we apologize for the delay.
If you have any questions or concerns, do not hesitate to contact us via email. Or, for real-time assistance you can contact us via chat or you can call our Customer Care department at X-XXX-XXX-XXXX.
Best regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
You would not believe how tired I am to work on this....what's really not fare, that some is calling me that I will hear from you within 48 hrs, and nobody even calls or send an email to give me updates even after 10 days. My tel # XXX XXX-XXXX. Waiting for your call, regards, [redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX XX:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Dear [redacted],
Thank you for contacting Western Union.
We are sorry to hear about the delayed of your request and we know this could be very frustrating on your part.
We have tried to check for the follow up that was done. Actually they submitted the request and we really felt the intention working on this request. We have tried to double check that with the right department real time and they have gotten lots of request about your issue as to follow up. We have already worked on this and probably you can hear from you as soon as it is done. You can also send us your phone number just in case you need to talk to us real time and if you have anything in mind that you want to add. And also, we can give you update from time to time on this.
We are looking forward for your response. Thank you so much.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Oh, I think you didn't read my previous email......Nobody followed up with me!
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Thursday, March 12, XXXX X:XX AM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Response Via Email ([redacted]) 03/12/XXXX XX:XX AM
Hello [redacted],
Thank you for contacting Western Union.
We are sorry for the inconvenience.
We are glad to hear that they have already followed up on your situation hopefully it gets resolved as soon as possible.
In this case if you have any other question or doubt please do not hesitate to contact us via email or at XXXX-XXX-XXXX.
We look forward in serving you again as a valued customer.
Thank you for contacting Western Union.
Best Regards,
Western Union Customer Care
Customer By Email 03/12/XXXX XX:XX AM
Thank you for letting me know. Nobody followed up with me yesterday, I hope it will be today.
[redacted]
From: Western Union Customer Support To: [redacted]@yahoo.ca Sent: Wednesday, March 11, XXXX XX:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
The information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of The Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message
Response Via Email [redacted] 03/11/XXXX XX:XX PM
Dear [redacted],
Thank you for contacting Western Union.
We apologize for the inconvenience this has caused you. Allow us to assist you with your concern.
We sent a follow up e-mail to our department regarding your request. We requested also to send the information you need through your e-mail address that usually takes 24-48 hours.
We sincerely apologize that it is taking so long.
We look forward in serving you again.
Best regards,
Western Union Customer Care
Customer By Email 03/11/XXXX XX:XX AM
Can someone from consumer mgmt. team get back to me please...
From: eInfo eInfo To: Customer Care Sent: Tuesday, March 10, XXXX XX:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
What is happening, can you please escalate this to a consumer mgmt. team/supervisor to get back to me with a new mtcn# to cash in my points for $75.00 - that's what a man name [redacted] spvr told me?
[redacted] tel: XXX-XXX-XXXX
From: eInfo eInfo To: Customer Care Sent: Monday, March 9, XXXX X:XX AM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Hello,
I spoke with [redacted] supervisor, on Mar. 2nd & he mentioned he/someone/ will get back to me in 48 hrs...it's been a week & nobody contacted me.
[redacted]
From: eInfo eInfo To: Customer Care Sent: Monday, March 2, XXXX X:XX PM Subject: Re: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Thank you
From: Customer Care To: [redacted]@yahoo.ca Sent: Monday, March 2, XXXX X:XX PM Subject: Assistance with a money transfer Incident: XXXXXX-XXXXXX
Incident Reference #XXXXXX-XXXXXX
Date Created: 03/11/XXXX XX:XX AM
Last Updated: 03/12/XXXX XX:XX PM
Nothing was solved, nobody called me back, no new mtcn # issued...only empty promisses. AS you can see my patience ran out. I am very disappointed and would like it to be solved.
Regards,
[redacted]
Final Business Response /* (4000, 8, 2015/06/04) */
Dear [redacted]
Western Union is writing in response to the rebuttal we received from you through the Revdex.com.
Our position has not changed with this matter, we must reiterate.
We must direct you to our Terms and Conditions, to address the exchange rate. Please understand this is only an estimation, as exchange rates do fluctuate. The following information may be found by visiting https://www.westernunion.com/us/en/terms-conditions.html.
CURRENCY EXCHANGE, INTERNATIONAL SERVICES: In addition to the transfer fees applicable to this transaction, a currency exchange rate will be applied. United States currency is converted to foreign currency at an exchange rate set by Western Union unless the laws of the Expected Payout Location do not permit Western Union to set an exchange rate. Any difference between the rate given to You and the rate received by Western Union will be kept by Western Union (and its Agents in some cases) in addition to the transfer fees. Subject to applicable law, the actual or estimated currency exchange rate applicable to Your transaction will be provided to You on the written disclosures provided to You by Western Union in connection with Your transaction. Payouts will generally be made in the national currency of the Expected Payout Location ("Local Currency"). In some countries, You may designate a payout currency other than the Local Currency; however, the alternate currency You choose may not be available at all Agent locations. Western Union is not responsible for the currency exchange rate that will be applied if Receiver chooses to receive a currency other than the currency You selected.
We have attempted to listen to the calls you state were made to our Customer Service center, and we were unable to locate any calls based on the information you have provided. If by chance you would like to share any additional information that could help us identify the operator, please feel free to provide this information to me directly at [redacted]@westernunion.com
Your compensation amount was not specified and is also addressed in our Terms and Conditions by visiting https://www.westernunion.com/us/en/terms-conditions.html.
Western Union considers this case as closed.
Kind Regards,
[redacted]
Initial Business Response /* (1000, 4, 2015/05/28) */
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.
Our records do not indicate that the issues you are having are related to Internet compatibility, if this is not what your records indicate, we request that you send us a screen shot of the error you are experiencing, to [redacted]@westernunion.com so that we may investigate the issue further.
Your transaction was declined due to failure to meet our validation requirements in compliance with our Anti-Money Laundering compliance program or similar legal requirements. 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.
These measures are in place to protect the users of our services, we suggest you visit an Agent location near you to complete your transaction in person.
To address your concern for privacy, please refer to https://www.westernunion.com/us/en/privacy-statement.html
We cannot honor your request for compensation of fees, as there was no wrong doing on the part of Western Union, please refer to our Terms and Conditions at https://www.westernunion.com/us/en/terms-conditions.html
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 /* (3000, 6, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They do not have even adequate customer service let alone something to be proud of unless inconveniencing customers and trying to extract more fees is their goal. The anti money laundering excuse was NEVER uttered by any member of the "customer service" team. They repeatedly said "it is a VIOLATION of western union security protocols"...each time I asked what specific item had I violated after being a customer for over 10 years? They could not answer. They do not know or seem to have a good command of the system they are referring to. I have had no trouble until recently. I have had the same computer, operating system, and account/payment methods the whole time. The point, I am making is this is a bait and switch violation. They refuse your business online where it is cheaper, force you to a location in town and charge more money. The time away from work and gas I burned is not enough? Upon further investigation, I learned that without customer service help and certainly without my authorization, they changed my home address back to what it was back in 2007....not the address I live at now, the one I have used initially in 2005, and not the one I had previously from 2012-2014. Western Union customer service is sub standard. Victimizes the customers into inconveniences of interrupted work day, extra expenses, and frustration. Their dispute resolution and problem solving is terrible. What could they possibly be proud of?!
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union’s Financial Service, Inc.’s Money Transfer Service Terms and Conditions provide that Western Union has the right to refuse service to you. Western Union has decided to exercise...
this right. This means Western Union will not accept any funds transmittal payments from you and will not pay out any funds transmittal payments to you (such transmittals will either be refused altogether, returned to the initiating party, or otherwise handled in accordance with applicable law). Accordingly, you should no longer attempt to use Western Union’s services, nor the services of any of our affiliate companies. Kind Regards, [redacted]
Dear Mrs. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We contacted you by telephone on January 18, 2017 and confirmed that you received the refund check which was sent via overnight...
delivery. The processing fee had been waived and therefore, not deducted from the refunded amount. We could not find errors in the processing of the refund as the checks were sent to the addresses you indicated.Direct contact information has been shared with you should you require additional support. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
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. As a part of our investigation, Western Union has been in contact with [redacted]. We have received confirmation from [redacted] that they were able to identify your payment internally and to credit it to your [redacted] Mortgage account. This was possible due to the fact that the payment was sent to one of the business branches of [redacted] and they are able to reroute the funds to the correct branch as needed. Additionally, we have reviewed your telephone conversations with our customer support team – the appropriate follow up was made in regards to the call handling. If you have any additional questions or require further assistance, please do not hesitate to contact me directly. 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.We have reviewed your concerns. The call recordings have been reviewed and proper feedback/coaching was provided to the operators involved. We...
also notified the person in charge of the region to review the incident with both locations to ensure that the Western Union’s Web site has accurate details. According to a telephone conversation on January 13, 2016, you mentioned that you would like to send funds to your bank account. We sent you an e-mail with the requirements to complete a Direct to Bank Money Transfer and also shared the locations of agents that you could visit to send the funds. We also provided a promotion code to use when sending a future money transfer transaction. It has been explained that this code will cover your fees on your next Western Union money transfer.Western Union apologizes that you found difficulty trying to send a Direct to Bank Money Transfer. 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 Business Response /[redacted]/
Dear [redacted],
Western Union is writing in response to the complaint you filed with the Revdex.com.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of...
our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
We received the requested Money Order documents from you on March 5, 2015. Claims can take 6 to 8 weeks to process, from the time we receive all requested documents. We processed a refund to you on May 7, 2015, which was sent to you via USPS, please allow 7 to 10 business days for arrival. The processing fee is nonrefundable.
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]
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. In order for us to pursue this matter further, we will need a copy of your bank statement dated December 24, 2015 to the present for verification that funds for this transaction were withdrawn and not returned. We ask that you send this to us by secure means to [redacted]
Kind 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.We tried to review your concern with the information that you provided and were unable to find any transaction and verify the actual issue...
that you experienced when you tried collecting the funds that were sent through Western Union. We verified your name and address with our Compliance team and could not find any issues associated with your information.We attempted contacting you by telephone and e-mail on January 12, 13 and 14 of 2016, however, there was no response.Should you provide additional details or re-establish contact in the future, the case will be re-opened for investigation.We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted]: We are responding to your recent complaint to Western Union. In your complaint, you expressed concern that your Western Union money transfer did not reach the bank account of your intended receiver. You stated that your April 7 money transfer in the amount of $1,500.00 registered...
under Money Transfer Control Number (MTCN) ending in [redacted] is floating around somewhere. You have requested a refund of this money transfer transaction. Your April 7 money transfer in the amount of $1,500.00 registered under Money Transfer Control Number (MTCN) ending in [redacted] was initiated as you requested. We were notified later that the money transfer transaction was rejected by our bank partner on April 26. The funds were then sent back to us, and we refunded back to you on April 27, 2017. We processed the money transfer using the bank instructions that you provided; unfortunately, the rejection was due to incorrect bank instructions. We appreciate your business and hope you will accept our apology for the delay and inconvenience this matter may have caused you. Furthermore, we have considered your complaint about to the service provided by our Customer Service Representatives and acknowledge that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the high level of service that we try to provide to our valued customers. In recognition, we have provided you with a 100% promotional code that you can use in a future money transfer. The promo-code as well as additional instructions on how to use it have been provided to you under separate cover. Western Union considers this case as closed. If you should have any additional questions, concerns or require additional documentation that supports our determination, please contact our Corporate Headquarters at [redacted], and provide the Western Union Reference # [redacted]. You may also email us at[redacted] Sincerely, The Western Union Executive Resolutions Team
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. On July 11, 2016 you requested to cancel your transaction. Due to a technical glitch, the...
electronic refund was delayed. Western Union fully reimbursed your account on July 27, 2016. Depending on your bank's policies, you are to allow 3-5 business days to see the credit reflected. As a courtesy, we have awarded your MYWU account with 150 points. You can redeem the mentioned points to cover the fees on your next Western Union money transfer. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group