Initial Business Response /* (1000, 4, 2015/11/06) */
Dear [redacted],
Western Union is responding to your October 13, 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 have been unable to locate an account for you in our records, if you are still having issues, please contact me directly at [redacted]@westernunion.com so that I may assist you further.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after checking my bank account it appears they have finally refunded the money to me. Thank you for your help in getting this resolved.
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 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 Money Order 47-[redacted] was paid on November 10, 2015 to your intended payee. Money Order 17-[redacted] was refunded to you, and you have cashed it successfully. Copies of both items have been sent to you under separate cover for security and privacy purposes. 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]
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: The bank's website sent my money to the wrong bank. They claim that the previous transactions all went to the [redacted] as well, however I have receipts proving that this is not correct. They have provided no proof to me in this forum or any other. I have received emails from them stating the payment of 2016 was sent to the [redacted] and that I need to contact that bank to see if they can locate the funds for a possible refund. Western Union has taken no responsibility for the mix up on the transaction caused by their website and I am highly dissatisfied with both their service and handling of this issue.
Sincerely,
[redacted]
Dear Ms. [redacted], We are responding to the rebuttal you filed with the Revdex.com regarding Western Union reimbursing you for the cost of the money orders as well as the processing fees. As you mentioned in your original complaint, the money orders you purchased through Western Union were used to pay for balances on your credit cards. These payments were not received at their intended destinations, and therefore, were not posted towards your accounts. Money orders are a paper document used for making payments. The cost you paid to Western Union ($1.20 per money order) is a small fee to use the service. This fee does not cover any additional expenses such as complying with a customer’s request for a refund or a photocopy of a money order. Western Union’s additional fee for this service was establish to help us recover some of the cost associated to provide additional services. Western Union provided a refund on the money orders that had not been cashed. You also received a copy of the money order that had been cashed. Western Union is not liable for money orders that are lost, stolen, or have not been cashed by the intended receiver. These terms and conditional are written on each money order. Western Union will not be providing a refund on the costs and additional processing fees. We are sorry for any confusion this matter may have caused. Sincerely, Western Union Executive Resolutions Team
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please note that we have concluded our investigation of your Complaint. Thank you for your patience while we carried out our investigation.Our records indicate on...
December 1, 2017 at 08:01AM Eastern Standard Time, you initiated a transfer for $275.00 to [redacted] in USA. On December 1, 2017 at 08:51 AM Eastern Standard Time, your transfer was cancelled because Western Union could not verify the information you have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future.In addition, since your transfer was cancelled on December 1, 2017 , at this point the funds should have been reflected back in your account. If the funds have not been reflected, please provide us with a copy of your bank statement showing the charges for this transfer to further investigate this matter.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 720-332-1000, and provide the Western Union Reference # [redacted]. You may also email us at [email protected],The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/09/14) */
Dear [redacted],
Western Union is responding to your August 31, 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 Money Transfer Control Number XXX-XXX-6309 was paid to your receiver on August 31, 2015. It was determined that the delay in payment was due to a technical error in our system, which has since been resolved. We have issued a refund for your fee in the amount of $11.00 on September 4, 2015.
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, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the response from the Western Union and there are a few unresolved issues.
1. The Western Union states that "We have issued a refund for your fee in the amount of $11.00" There is a discrepancy in the dates of the refund. According to [redacted] 's response to my Revdex.com complaint the refund was issued on September 4th, 2015 and according to the official e-mail, I received from the Western Union, the refund should have been issued on September 2nd, 2015. I attached the copy of this e-mail. According to the Western Union e-mail the refund should be transferred to my bank account within 3-5 business days. I did NOT receive this refund yet and I have checked my bank account today.
2. According to [redacted]'s response to my Revdex.com complaint it was a "technical error" which resulted in this horrendously delayed transaction. According to the Western Union customer representatives I talked to and according to [redacted] ID [redacted] from the Compliance Department it was an ordinary security precaution from the Western Union. I was told that there was another person with the same name as my sister and they were trying to prevent the disbursing of funds to the wrong person. When I asked about the reason for the delay I was told that the Western Union was a huge company with and they were just busy. So if the problem with my transaction was "technical error" then why I was openly mislead and repeatedly lied to by "customer care" representatives and [redacted] from the compliant department?
3. There is one more serious issue surfaced this misfortunate transaction. The Western Union asked me to supply very sensitive and personal information about my sister. I was asked to provide to the company her number of government issued ID (which is a government ID nu,ber in Russia similar to SSN in the USA), her date of birth, and the address of her residence. All of it was supposedly to prevent fraud. The biggest problem was that I was asked to provide this very personal and sensitive information via unsecured e-mail. Anyone with small knowledge of technology knows that e-mail has never been secure. Most of the security experts claim that e-mail is just slightly more secure than a billboard message. Western Union cannot and it does not make any guarantees of the safe-storing of the sensitive information they require to submit in order to complete the transaction. Interesting enough [redacted] sent me an encrypted e-mail containing a response to my complaint. It appears that the Western Union is more interested with securing their responses to customer complaints that with self-keeping their customers' personal information. And at the age of massive commercial fraud and global terrorism I am greatly concerned that the global company like Western Union exhibits dangerously careless attitude towards the security of information. I have already addressed this concern with the Western Union customer service in the e-mail I sent on September 1st. So far I have yet to receive even an acknowledgement of this concern. I work with the information technology and I am greatly upset about this issue and I will try my best to take this problem to relevant state and federal authorities.
Final Business Response /* (4000, 9, 2015/10/15) */
Dear [redacted],
Western Union is responding to your September 30, 2015 complaint to the Revdex.com.
Our position in this matter has not changed, we must reiterate.
Our records indicate that Money Transfer Control Number XXX-XXX-6309 was paid to your receiver on August 31, 2015. In addition to required validation, it was determined that the delay in payment was due to a technical error in our system, which has since been resolved. We have issued a refund for your fee in the amount of $11.00 on September 4, 2015.
Western Union considers this case as closed, the issue has been resolved.
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 the transaction that was sent on February 9, 2016. As you stated, because the transaction was sent to the wrong...
account number, it was required to obtain approval from the subscriber that received the funds in error before we could re-route the funds to the correct company. On February 17, 2016 the corresponding team received approval from the subscriber that received the funds in error and the money was successfully re-routed to the correct subscriber.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 have the funds sent to the correct subscriber. 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. As a courtesy, we added 150 points to your MYWU account. The points will cover the fees on your next transaction. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted]. Western Union is writing in response to the complaint received from you through the Revdex.com portal. Please be aware that we have processed a new refund Money Transfer Control Number (MTCN) for the amount of $55.99. We have sent you the MTCN...
details via a separate email. Please keep in mind that in order to collect the funds you need to present the new MTCN.You can pick up the funds at the nearest Western Union location. 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 industry Western 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 at [email protected], The Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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 Transfer Control Numbers that you are referring to in your complaint so that we may assist you? Kind Regards,Executive Resolution Team.
Dear [redacted] This is in response to the Revdex.com Rebuttal. We sincerely apologize for the problems you have experienced. Please be advised that as stated in the Terms and Conditions of each Money order, there is a non-refundable $15.00 processing fee for each refund request. Western Union may deduct the fee from your refund if it is not enclosed with your request. This information is properly disclosed in the Money order refund request form, that you signed. As a onetime exception, Western Union will reimburse the $15.00 fee. A refund check has been mailed to the address on file, please allow 7-10 days for the mailing time. Sincerely, Executive Resolutions Department Western Union
Complaint: [redacted]
I am rejecting this response because:I have contacted my bank and credit card company & they both say the secure code page is a western union problem. It has nothing to do with my bank account or credit card. I have explained this many times by email and phone conversations to a western union representative. they have not fixed the online problem which is their responsibility & not my bank's. Also they have not explained why my credit card was rejected and why [redacted]'s card was also rejected. We were both trying to send money to the [redacted]e person. I want to know this problem will not occur in the future. This inmate relies on this money. Thank you, [redacted] I sent an email to the denver office yesterday explaining my latest contact with Wester Union. I need to know what to do next. This problem continues and I appreciate your help in this matter.
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.Our records indicate that this transaction was cancelled due to insufficient funds, no refund is due.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
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 January 28, 2016. We received confirmation from the store that you successfully...
collected your funds back on February 1, 2016. As a courtesy and because of the inconvenience you went through, we added 300 points on your MYWU account that you can use or redeem for two fee-free transfers.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. As we are a global company, we have several customer service centers throughout the world where your call may be 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 Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We have reviewed the transaction that you sent on January 31, 2016. The transaction hit a security filter and additional...
verification with the Compliance department was needed. 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, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service.Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues: 1. WESTERN UNION ("WU") MONEY TRANSFER® 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"). The Compliance department reviewed the information that you provided and was able to make the funds available for the receiver on February 1, 2016. You were informed by telephone on February 1, 2016 that the funds had been made available for the receiver to collect. The Customer Service Representative advised you to inform the receiver that he could visit a location to collect the funds. The receiver successfully picked up the funds on the same day. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced working with our Customer Support group. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. The call recordings will be reviewed and proper feedback/coaching will be provided, if applicable. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], This is in response to the complaint you filed with the Revdex.com regarding receiving your refund on two money transfer transactions. We are sorry for the difficulty you encountered when attempting to receive your money. Our systems showed the funds...
were ready for pick-up at an agent location; however, to avoid any further inconvenience, we have sent checks to your mailing address using an overnight service. A detailed email was sent separately to you. If you have any further questions, please feel free to email us [redacted] Sincerely, Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers’ every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Western Union is in receipt of the complaint you filed with the Consumer Financial Protection Bureau. Upon further review, we have confirmed the complaint filed with both agencies are regarding the same issue. We will be responding to your issue through the Consumer Financial Protection Bureau portal. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted] Tell us why here...
Dear Mr. [redacted]Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.We have investigated this matter. Our records indicate that our Customer Service Representatives could not provide you with a refund as the transaction was marked as paid in our system, even though the funds had not been paid to a customer. Western Union required to coordinate with the paying agency prior to creating a full refund for the transaction in question. On a separate communication we have provided you with your refund details.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/11/06) */
Dear [redacted],
Western Union is responding to your October 13, 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 have been unable to locate an account for you in our records, if you are still having issues, please contact me directly at [redacted]@westernunion.com so that I may assist you further.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after checking my bank account it appears they have finally refunded the money to me. Thank you for your help in getting this resolved.
Sincerely,
[redacted]
Revdex.com:
They gave me my money back thank you
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 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 Money Order 47-[redacted] was paid on November 10, 2015 to your intended payee. Money Order 17-[redacted] was refunded to you, and you have cashed it successfully. Copies of both items have been sent to you under separate cover for security and privacy purposes. 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]
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: The bank's website sent my money to the wrong bank. They claim that the previous transactions all went to the [redacted] as well, however I have receipts proving that this is not correct. They have provided no proof to me in this forum or any other. I have received emails from them stating the payment of 2016 was sent to the [redacted] and that I need to contact that bank to see if they can locate the funds for a possible refund. Western Union has taken no responsibility for the mix up on the transaction caused by their website and I am highly dissatisfied with both their service and handling of this issue.
Sincerely,
[redacted]
Dear Ms. [redacted], We are responding to the rebuttal you filed with the Revdex.com regarding Western Union reimbursing you for the cost of the money orders as well as the processing fees. As you mentioned in your original complaint, the money orders you purchased through Western Union were used to pay for balances on your credit cards. These payments were not received at their intended destinations, and therefore, were not posted towards your accounts. Money orders are a paper document used for making payments. The cost you paid to Western Union ($1.20 per money order) is a small fee to use the service. This fee does not cover any additional expenses such as complying with a customer’s request for a refund or a photocopy of a money order. Western Union’s additional fee for this service was establish to help us recover some of the cost associated to provide additional services. Western Union provided a refund on the money orders that had not been cashed. You also received a copy of the money order that had been cashed. Western Union is not liable for money orders that are lost, stolen, or have not been cashed by the intended receiver. These terms and conditional are written on each money order. Western Union will not be providing a refund on the costs and additional processing fees. We are sorry for any confusion this matter may have caused. Sincerely, Western Union Executive Resolutions Team
Dear Mr. [redacted],Western Union is writing in response to the complaint received from you through the Revdex.com portal.Please note that we have concluded our investigation of your Complaint. Thank you for your patience while we carried out our investigation.Our records indicate on...
December 1, 2017 at 08:01AM Eastern Standard Time, you initiated a transfer for $275.00 to [redacted] in USA. On December 1, 2017 at 08:51 AM Eastern Standard Time, your transfer was cancelled because Western Union could not verify the information you have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future.In addition, since your transfer was cancelled on December 1, 2017 , at this point the funds should have been reflected back in your account. If the funds have not been reflected, please provide us with a copy of your bank statement showing the charges for this transfer to further investigate this matter.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 720-332-1000, and provide the Western Union Reference # [redacted]. You may also email us at [email protected],The Western Union Executive Resolutions Team
Initial Business Response /* (1000, 4, 2015/09/14) */
Dear [redacted],
Western Union is responding to your August 31, 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 Money Transfer Control Number XXX-XXX-6309 was paid to your receiver on August 31, 2015. It was determined that the delay in payment was due to a technical error in our system, which has since been resolved. We have issued a refund for your fee in the amount of $11.00 on September 4, 2015.
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, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the response from the Western Union and there are a few unresolved issues.
1. The Western Union states that "We have issued a refund for your fee in the amount of $11.00" There is a discrepancy in the dates of the refund. According to [redacted] 's response to my Revdex.com complaint the refund was issued on September 4th, 2015 and according to the official e-mail, I received from the Western Union, the refund should have been issued on September 2nd, 2015. I attached the copy of this e-mail. According to the Western Union e-mail the refund should be transferred to my bank account within 3-5 business days. I did NOT receive this refund yet and I have checked my bank account today.
2. According to [redacted]'s response to my Revdex.com complaint it was a "technical error" which resulted in this horrendously delayed transaction. According to the Western Union customer representatives I talked to and according to [redacted] ID [redacted] from the Compliance Department it was an ordinary security precaution from the Western Union. I was told that there was another person with the same name as my sister and they were trying to prevent the disbursing of funds to the wrong person. When I asked about the reason for the delay I was told that the Western Union was a huge company with and they were just busy. So if the problem with my transaction was "technical error" then why I was openly mislead and repeatedly lied to by "customer care" representatives and [redacted] from the compliant department?
3. There is one more serious issue surfaced this misfortunate transaction. The Western Union asked me to supply very sensitive and personal information about my sister. I was asked to provide to the company her number of government issued ID (which is a government ID nu,ber in Russia similar to SSN in the USA), her date of birth, and the address of her residence. All of it was supposedly to prevent fraud. The biggest problem was that I was asked to provide this very personal and sensitive information via unsecured e-mail. Anyone with small knowledge of technology knows that e-mail has never been secure. Most of the security experts claim that e-mail is just slightly more secure than a billboard message. Western Union cannot and it does not make any guarantees of the safe-storing of the sensitive information they require to submit in order to complete the transaction. Interesting enough [redacted] sent me an encrypted e-mail containing a response to my complaint. It appears that the Western Union is more interested with securing their responses to customer complaints that with self-keeping their customers' personal information. And at the age of massive commercial fraud and global terrorism I am greatly concerned that the global company like Western Union exhibits dangerously careless attitude towards the security of information. I have already addressed this concern with the Western Union customer service in the e-mail I sent on September 1st. So far I have yet to receive even an acknowledgement of this concern. I work with the information technology and I am greatly upset about this issue and I will try my best to take this problem to relevant state and federal authorities.
Final Business Response /* (4000, 9, 2015/10/15) */
Dear [redacted],
Western Union is responding to your September 30, 2015 complaint to the Revdex.com.
Our position in this matter has not changed, we must reiterate.
Our records indicate that Money Transfer Control Number XXX-XXX-6309 was paid to your receiver on August 31, 2015. In addition to required validation, it was determined that the delay in payment was due to a technical error in our system, which has since been resolved. We have issued a refund for your fee in the amount of $11.00 on September 4, 2015.
Western Union considers this case as closed, the issue has been resolved.
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 the transaction that was sent on February 9, 2016. As you stated, because the transaction was sent to the wrong...
account number, it was required to obtain approval from the subscriber that received the funds in error before we could re-route the funds to the correct company. On February 17, 2016 the corresponding team received approval from the subscriber that received the funds in error and the money was successfully re-routed to the correct subscriber.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 have the funds sent to the correct subscriber. 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. As a courtesy, we added 150 points to your MYWU account. The points will cover the fees on your next transaction. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted]. Western Union is writing in response to the complaint received from you through the Revdex.com portal. Please be aware that we have processed a new refund Money Transfer Control Number (MTCN) for the amount of $55.99. We have sent you the MTCN...
details via a separate email. Please keep in mind that in order to collect the funds you need to present the new MTCN.You can pick up the funds at the nearest Western Union location. 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 industry Western 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 at [email protected], The Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our 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 Transfer Control Numbers that you are referring to in your complaint so that we may assist you? Kind Regards,Executive Resolution Team.
Dear [redacted] This is in response to the Revdex.com Rebuttal. We sincerely apologize for the problems you have experienced. Please be advised that as stated in the Terms and Conditions of each Money order, there is a non-refundable $15.00 processing fee for each refund request. Western Union may deduct the fee from your refund if it is not enclosed with your request. This information is properly disclosed in the Money order refund request form, that you signed. As a onetime exception, Western Union will reimburse the $15.00 fee. A refund check has been mailed to the address on file, please allow 7-10 days for the mailing time. Sincerely, Executive Resolutions Department Western Union
Complaint: [redacted]
I am rejecting this response because:I have contacted my bank and credit card company & they both say the secure code page is a western union problem. It has nothing to do with my bank account or credit card. I have explained this many times by email and phone conversations to a western union representative. they have not fixed the online problem which is their responsibility & not my bank's. Also they have not explained why my credit card was rejected and why [redacted]'s card was also rejected. We were both trying to send money to the [redacted]e person. I want to know this problem will not occur in the future. This inmate relies on this money. Thank you, [redacted] I sent an email to the denver office yesterday explaining my latest contact with Wester Union. I need to know what to do next. This problem continues and I appreciate your help in this matter.
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.Our records indicate that this transaction was cancelled due to insufficient funds, no refund is due.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
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 January 28, 2016. We received confirmation from the store that you successfully...
collected your funds back on February 1, 2016. As a courtesy and because of the inconvenience you went through, we added 300 points on your MYWU account that you can use or redeem for two fee-free transfers.Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced trying to obtain your funds back. As we are a global company, we have several customer service centers throughout the world where your call may be 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 Ms. [redacted], This is in response to the complaint you filed with the Revdex.com. We sincerely apologize for the problems you have experienced. We have reviewed the transaction that you sent on January 31, 2016. The transaction hit a security filter and additional...
verification with the Compliance department was needed. 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, returned back or limited to the customers. As a financial institution, we have a responsibility to preserve a safe and secure money transfer service.Among other statements, the Terms and Conditions does specify that the availability of funds will be subject to regulatory issues: 1. WESTERN UNION ("WU") MONEY TRANSFER® 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"). The Compliance department reviewed the information that you provided and was able to make the funds available for the receiver on February 1, 2016. You were informed by telephone on February 1, 2016 that the funds had been made available for the receiver to collect. The Customer Service Representative advised you to inform the receiver that he could visit a location to collect the funds. The receiver successfully picked up the funds on the same day. Quality service to our consumers is our primary concern at Western Union. Our apologies for your overall experience and for the struggles you faced working with our Customer Support group. Please know that we monitor and evaluate operators to ensure quality customer service is provided to our customers. The call recordings will be reviewed and proper feedback/coaching will be provided, if applicable. We regret any inconvenience this matter may have caused. Sincerely, Executive Resolutions Group
Dear [redacted], This is in response to the complaint you filed with the Revdex.com regarding receiving your refund on two money transfer transactions. We are sorry for the difficulty you encountered when attempting to receive your money. Our systems showed the funds...
were ready for pick-up at an agent location; however, to avoid any further inconvenience, we have sent checks to your mailing address using an overnight service. A detailed email was sent separately to you. If you have any further questions, please feel free to email us [redacted] Sincerely, Western Union Executive Resolutions Team
Dear [redacted], Western Union is responding to your complaint to the Revdex.com. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers’ every time they use one of our products or services....
Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. Western Union is in receipt of the complaint you filed with the Consumer Financial Protection Bureau. Upon further review, we have confirmed the complaint filed with both agencies are regarding the same issue. We will be responding to your issue through the Consumer Financial Protection Bureau portal. We sincerely apologize for any inconvenience you have experienced with retrieving the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry. Kind Regards, [redacted] Tell us why here...
Dear Mr. [redacted]Western Union is responding to your complaint to the Revdex.com.Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is...
brought to our attention, we take it very seriously and move to correct the issue quickly.We have investigated this matter. Our records indicate that our Customer Service Representatives could not provide you with a refund as the transaction was marked as paid in our system, even though the funds had not been paid to a customer. Western Union required to coordinate with the paying agency prior to creating a full refund for the transaction in question. On a separate communication we have provided you with your refund details.We regret any inconvenience this matter may have caused.Sincerely,Executive Resolutions Team