The Western Union Company Reviews (%countItem)
The Western Union Company Rating
Address: 7979 E Tufts Ave, Denver, Colorado, United States, 80237
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for The Western Union Company
Add new contacts
ADVERTISEMENT
I used this company to send $25 plus fees, a total of $24.99 through their app, this is my second time doing that, to a friend of my mine and it should have been available to the receiver in minutes, but to my surprise, the fund was on hold?! when I called them to ask why, they said they need my ID,I dont feel comfortable sending my ID thru email or online and therefore I asked them to just put the money back on the debit card I used so I can go to the store location "Amscot", where I always send money from, They said NO?!!!! I said its my money and I want it back, they said unless you provide us with an ID, you are not getting your money back! what?!!! I am just shocked and its Odd for a business to do that. I believe its also illegal to steal my money.
may be in different corrupted countries, but not here in the States of America.
The MTCN number for the transfer is . ***
Hers one of the many consumer complaint against this company :-
have never hated one single nasty corporation more than I do Western Union. If I could give them negative stars I would. How dare you all not protect people. You let people be scammed, ruin lives and DO NOTHING TO FIX IT!!!! You charge people ridiculous amounts to send money. Your employees are clueless especially those on the so called customer service phones and fraud department is a joke. The way you do business it should be 100% illegal.
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we received from you dated 11/11/2019 which was addressed to the Revdex.com. In your complaint, you indicate that you were requesting to receive a refund of your transaction because you did not wish to provide identification.Western Union has investigated this matter; Our records indicate that on 11/08/2019 at 10:54 pm Eastern Standard Time, you initiated a money transfer to *** in the amount of $20 USD via Money Transfer Control Number (MTCN): ***.We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from unlawful activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information.Western Union has now processed a refund for the principal and charges in the amount of $24.99 USD. This refund was issued to your bank account on 12/02/2019. Please note that payment funds require at least two to three business days before they are settled on Western Union’s account, therefore; bank account refunds may take up to seven business days to process. In the event that the funds have not been returned to your account within the allotted timeframe, please contact us directly at the number or email address referenced below so we may further assist you.Western Union truly values your business and sincerely regrets any inconvenience you have experienced as a result of the aforementioned compliance process.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 720-332-1000, and provide the Western Union Reference #: ***. You may also email us ***.Sincerely,The Western Union Executive Resolutions Team
Worst service ever when it comes to a refund I cancelled a transaction the website said it would take 7business days , so I waited patiently at least 10 before calling them.... they have the worst customer service ever, they stated they had to file a claim it wld take 72hrs then be returned to my bank. I have called them 3 times since then and have received the same response and each time they make a claim!!! It has now been almost a month and I still have not received my $300!!!
I CONTACTED WU SEVERAL TIMES REGARDING A TRANSFER THAT WAS NOT COMPLETED. THEY TOLD ME TO HAVE THE PERSON PICKING UP THE TRANSFER CALL THEM. I SAID THIS IS NOT ACCEPTABLE, I WILL NOT ASK THEM TO DO THIS BECAUSE IT WOULD BE A HARDSHIP FOR THEM. I CALLED WU SEVERAL TIMES AND GOT THE RUN AROUND. I ENDED UP HAVING TO USE ANOTHER COMPANY TO SEND MONEY FOR MY ILL FATHER. I CANCELLED THE TRANSACTION, IT TOOK SEVERAL MONTHS AND OVER 10 PHONE CALLS FOR THEM TO REFUND MY MONEY. I WAS TOLD I WOULD RECIEVE A REFUND FOR THE FEE AS WELL. I NEVER RECEIVED TH REFUND FOR THE FEES.
Dear *** Western Union is writing in response to the complaint filed through the Revdex.com. In the complaint you indicate the inconvenience experienced with the refund of the money transfer that you initiated on August 27, 2019. Western Union prides itself on delivering a superior customer experience. Whenever an issue such as you described is brought to our attention, we take it very seriously and move to correct the issue quickly. At this time, we have reviewed the handling of your original refund request and have validated that a mistake was made at the time of your request, as the refund was not processed accordingly. We are currently addressing the issues that were identified with the handling of your refund request and will explore all coaching opportunities. Per your request a refund of the service fee has been processed. The mail refund for the amount of 7.00 USD has been requested and mailed to the address on our records. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction and in using our services. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.
Sincerely, Executive Resolutions Department Western Union
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and accept this resolution. Based on my experience and having to go through numerous calls and filing a complaint with the Revdex.com I will not utilize your services in the future. Nor will I recommend it to others.
Sincerely
Hi,
I have made a transfer of $3000 USD on 23 Oct 2019 from my *** account in USA to *** account in INDIA for family maintenance.
Transaction status is showing as completed but I have not yet received funds even after 9 business days.Screenshot attached
I have noticed that in my funds transfer confirmation email that payout information date available in receivers country is mentioned as March 13, 2020 , but Western delivery promise is within 0-5 Business days. Screenshot attached.
What in the world makes WESTERN UNION TO TAKE MORE THAN 5 MONTHS TO TRANSFER FUNDS.
I have reached out to Western union customer support multiple times but they always say that they are looking into it.
Here are my case No's that I remember : *** &
November 18th, 2019
Western Union Reference Number: ***
***
***
***
UNITED STATES
Western Union is responding to your complaint to the Revdex.com dated 11/4/2019 which was addressed to our corporate headquarters. In your complaint, you indicate that you are the recipient of a Money Transfer that was sent to your bank in India on 10/23/2019 and you have not received your funds.
After researching the payment trail of your Western Union Transfer our records reflect that your funds were deposited on 11/05/2019. We apologize for the delay in your payment, Western Union encountered a technical issue with our bank processor.
As a courtesy to you, Western Union has added 500 points to your My WU® account. Your My WU® account currently has a balance of 500 points. These points are available for your immediate use and must be used within one calendar year.
Please bear in mind that Service and funds availability depend 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.
We would suggest you contact your bank and initiate an investigation to trace your funds. We hope this information has helped you with your concerns.
We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: (***). You may also email us at ***.
Sincerely,
The Western Union Executive Resolutions Team
I ordered an item online and was told by the representative that the payment would need to be made through Western Union. After making the payment, I never received the purchased item. I visited a Western Union near me to report the issue and was told that there was no way they could track the money sent since the business had already picked up the money. I took this as a loss. A month later, I was sent money by a family member and was not able to receive money through Western Union. After contacting Western Union and given many different conflicting reasons, I spoke with Javier *** at the Global Consumer Reinstatements/FCC Operations Support and was told to complete a form. After doing so, I received an email stating that I would no longer be allowed to utilize Western Union services. I am being penalized for being the victim and for reporting an issue of being scammed. This is unfair. I did not request any funds back after the incident, just to be reinstated, when I did nothing wrong. I had sent in all of the information that Javier had requested from me.
Dear ***,Western Union is writing in response to the complaint we received from you through the Revdex.com.Western Union cannot complete your transactions at this time because we cannot verify the information you have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future.Please note that you are not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union’s Money Transfer Service Terms and Conditions provide that Western Union and its Agents have the right to refuse service to any person.For this decision to be re-evaluated, please complete the enclosed Consumer Questionnaire and provide the following information in writing which may or may not have been previously requested by our Compliance Department:· Validation of your source of income· Purpose of sending or receiving funds· Relationship to the counter partiesYou may send this information via email to [email protected] or mail it to:Western Union Compliance Department***Englewood, CO 80155-7000Please 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. In addition, please make sure you provide extra information different to the one you previously provided to us.All information and documents we receive from you will remain confidential and are only for Western Union’s internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***>.Sincerely,The Western Union Executive Resolutions Team
I purchased a money order for $214.98 in July. This money order was never cashed. I.proceeded to contact them about this, filling out a form for reimbursement for the money order with the $15.00 fee. The reimbursement money order was cashed on 10-7 and the other still outstanding with no refund still. I tried to chat and was shyed away to a 1800 number. I called that 1800 number and was lied to that the 15.00 money order was never cashed when it was a month ago. They cashed that money with no intention of reimbursing me for money owed to me.
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we received from you dated 11/01/2019 which was addressed to the Revdex.com. In your complaint, you indicate that you were requesting a refund of Money Order: ***.Western Union has issued a refund check to you in the amount of $214.98 USD via check number: ***. The refund check was sent via mail on 11/05/2019 to the mailing address in Wellington, NJ and the check was cashed on 11/14/2019.We sincerely regret any inconvenience you have experienced with the refund of your Western Union Money Order. 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 order industry.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 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.Sincerely,The Western Union Executive Resolutions Team
Western Union may be ok for small transactions, but I would not recommend using them for business purposes unless you absolutely have to. If you send a large amount or do any number of things that meets a set of unstated guidelines then they will put your money on hold and make you go through all kinds of hoops to verify you are who you are and make it available to your recipient. What makes this more involved is that about half the time, they lose whatever you gave them when they started the process of verification and so when you call back in to check where things are at, you have to start the whole process over. Every single thing you do is overly involved and difficult, and expect to waste literal hours on hold throughout the whole process. I've had more than one transaction in which I've wasted over 8 hours of my time trying to get the process completed. Mind you I have had a lot of successful transactions go through, so it's not that I'm incapable of meeting their requirements, it's just that there's all kinds of random hoops that you have to go through and random restrictions that they refuse to tell you that will keep your transaction from going through. Even canceling a transaction is a pain. On my most recent attempt at using Western Union, I've spent about 4 hours of my time over the course of 6 days, and I still haven't been able to pick up my money yet. I just want my money back so I can send it via some other means. They are the absolute worst. I'm almost certain I will eventually get my money back, but in the meantime my money has been in limbo now for a week and a half. It's just ridiculous. Anyways, don't use them unless you absolutely have to, and even then try to find some other way to transfer money. I know I'll do whatever it takes to avoid using them in the future.
I submitted a request for a refund on 9/26/2019, I received a confirmation e mail from Western Union. I waited and had heard nothing, I called on the status and saw the money order had not been stopped. I called the number and was never able to talk to someone it was all automated. I found an e mail to make a complaint, which I did advising I would be contacting the Revdex.com. I got an e mail back where they requested the money order number which was already included when I requested contact. I again supplied the information they asked for again and never heard back. I am now over 30 days waiting and I was told that they did not have all they need which was NEVER requested from me. This was a $500 money order which has put me back as it was towards inspection on my new home. I have a lot of expenses right now and I would really appreciate some communication with western union.
Dear ***, Western Union is writing in response to the complaint filed through the Revdex.com. In the complaint you request assistance with a Money order refund request.
Western Union has investigated the matter, please be advised that the refund was delayed as it did not include the proof of purchase. Once you submitted the missing information the request was successfully processed on November 7, 2019. A refund check was issued and mailed November 8, 2019. Please allow 7-14 business days to receive the refund checks via mail. If you do not receive the refund checks within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***. Sincerely, Executive Resolutions Department Western Union
After waiting 35 days for a refund check from Western Union they issued me a check with the wrong name but correct address. I do not understand why. I enclosed a check for $15.00 for the trace to locate the missing money order in the amount of $200.00 on September 9th via certified mail. The check had my name written in bold letters and I wrote my name two times or more on the form on the back of the money order. I have spoken with several representatives.
after 3 days of trying to get this issue resolved. I spoke with Mr Jeen a supervisor with Western Union along with Ms. Becky, reference # *** (a representative of Kroger Groceries (I purchased the money order) on a three way call. Ms. Becky a d I were told to email the information again to ***. I did just that and received an email stating "they will determine if the info is legible enough to read and no stop payment on the original check(?)." They did no give a time frame when a new check will be issued.
It appears to me they are playing games. I neede a good check with the correct name as soon as possible! I have been dealing with this issue since the 3rd week of August 2019. I have receipts to support my complaint .
Dear ***,Western Union is writing in response to the complaint we received from you through the Revdex.com.We have verified the information with the Money Order Team. Please be aware that the Money Order ending in *** was processed under this name the first time: ***. As a second attempt, a reissue was made on 10/24/2019 under this name: ***. In addition, as a third and last attempt a reissue was made on 11/07/2019 under the name: ***. Please allow 7-14 business days to receive the aforementioned refund check via mail. In the event that you do not receive the refund check within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you.Western Union truly values your business and sincerely regrets any inconvenience you have experienced.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***>.Sincerely,The Western Union Executive Resolutions Team
Revdex.com:
Finally! I have received the check with with my name spelled correctly! After 2 attempts the third time they got it right! I will destroy the two previous checks or they can be returned to them.
Sincerely
Received a bad refund check for a lost money order ($400.00 money order) that could not be cashed anywhere and caused my bank account to close because I “tried to deposit a fraudulent check”. After 2 weeks they finally sent a second check after making many calls and this check is bad as well. I paid a $15.00 processing fee for the first check and they sent me a bad refund check two times. I have used a lot of time and gas trying to cash these checks.
Western Union Reference ***,Western Union is writing in response to the complaint we received from you which was addressed to the Revdex.com.In your complaint, you indicate that you experienced difficulties cashing a money order refund, and are requesting that we refund the non refundable money order fee.Per our phone conversation on 11/5/2019 you have confirmed that you were able to obtain your refund once you deposited the re-issued refund that you requested. We apologize but we cannot refund the non-refundable money order refund processing fee. Please note that when you purchase a Western Union money order, you are agreeing to the terms and conditions that are clearly outlined on the money order stub and at www.westernunion.com.I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues.Western Union considers this case closed.Sincerely,The Western Union Executive Resolutions Team
I had a contract with *** to purchase a Segway ES4 for $315. I paid through Western Union on December 5, 2018, transaction #***. I paid through my bank to the seller's bank account to add additional security to my payment, instead of arranging a cash pick up point at a Western Union location. After I paid, my *** representative ghosted me. I never heard from that person again. I tried contacting *** business but the same happened. I filed a complaint with Western Union on February 19, 2019, case #***. Western Union denied my claim. I emailed WU customer service to find the details on why they refused my claim and I got this in their email response, "We have checked the reference number provided and an email was sent regarding the resolution. As much as we wanted to provide you the reason for the resolution, however, it is not available on our end." I was not happy with that response as I was never given the reason for their resolution decision. So I called up WU the next day to get the information. I got the same response over the phone. The representative said they do not have access to the reason of their decision. I told them this is an easy dispute. I had a contract that wasn't fulfilled, aka a scam, and you have the bank account of the scammer and I paid through your services. They did not have an answer to that. I then let it go for a while. I then contacted *** again and I got a representative to respond to me on April 11, 2019. However, that representative played dumb and said at first she is new to the company. Then she said the item was delivered. I then asked for proof of the delivery and then I was ghosted again.
Western Union Reference Number: ***Dear ***,Western Union is writing in response to the complaint we received from you dated 10/28/2019 which was addressed to the Revdex.com. In your complaint, you indicate that you were a victim of fraud and were requesting a refund in the amount of $315 USD.Western Union has investigated your concerns; our records indicate that on 11/22/2018, you initiated Money Transfer Control Number (MTCN): from USA to China sent to consumer *** in the amount of $315 USD.Please be advised that based on the investigation results, Western Union has determined that you are not eligible for a refund.Please note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for payment.Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at https://www.wu.com/fraudawareness. Also, Western Union’s website and the Send Money forms provided at the agent location also contain a toll- free number consumers may call if they suspect they have been a victim of fraud.When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, a fraud report was filed by you with Western Union on 01/18/19, fraud case number: *** and a resolution letter advising of the "paid correct/refund ineligible was subsequently provided.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at , and provide the Western Union Reference #: ***. You may also email us at ***.Sincerely,The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because: I still have not be given a reason of why I am ineligible for a refund. I have provided a contract that has not been fulfilled. The receiver received the money from a transfer to their bank account. so you know the bank and the person that committed the fraud. Why can’t you get back my money?
Sincerely
Western Union Reference Number: ***Dear ***. ***,Western Union is writing in response to the complaint we received from you dated 11/15/2019 which was addressed to the Revdex.com. In your complaint, you indicate that you are requesting clarity regarding the ineligibility for a refund on the transaction and suggest that the funds in question should be withdraw from the receivers bank account and sent back to you.Western Union has deemed this transaction as paid correctly. Please be advised that based on the investigation results, Western Union has determined that you are not eligible for a refund.MTCN: On 11/22/2018 at 9:39 AM Eastern Standard Time, you initiated a transfer for $315 to *** in China.On 12/03/2018 at 9:04 PM Eastern Standard Time, a person with identification bearing the name of *** went to an agent location in Shenzhen, China to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. The amount paid was; 2,130.92 CHINESE YUAN RENMINBI.Please note that all Western Union money transfers require the Money Transfer Control Number (MTCN) as well as a valid government issued Photo Identification(s) in order to be released for payment.Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at https://www.wu.com/fraudawareness. Also, Western Union’s website and the Send Money forms provided at the agent location also contain a toll- free number consumers may call if they suspect they have been a victim of fraud.When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation.Due to consumer protection and privacy laws, we are unable to release additional information regarding the recipient and the paying agent details without a validly issued and served subpoena. Furthermore, WU does not have the authority to withdraw funds from an individual without their knowledge and consent. Western Union is willing to assist law enforcement with their investigation.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at , and provide the Western Union Reference #: ***. You may also email us at ***.Sincerely,The Western Union Executive Resolutions Team
Complaint: ***
I am rejecting this response because: You said, “Western Union has deemed this transaction as paid correctly.” I would like some clarity. So your stance is Western Union is okay that scammers using their platform to receive money? Western Union’s stance is to do nothing when a person gets scammed using their platform? Western Union’s stance is that they could rectify the scam but chose to do nothing? Does this make Western Union a co-conspirator to the scam and enabler?
Sincerely
I had found some money orders that sent to me over a year ago. So, I decided to deposit them and of course Western Union wouldn't pay on them because they were too old and they depreciated in value. After spending 30 minutes on the phone with their 'NOT SO' customer service representative and a supervisor...I GOT NO WHERE!
THIS IS THE WORST COMPANY...I WOULDN"T USE THEM AT ALL!
THE SENDER IS OUT HIS MONEY AND I WAS CHARGED FEES DUE TO WESTERN UNION CANCELING THE ENDORSEMENT.
THEY"LL GLADLY TAKE YOUR MONEY AND KEEP IT FOR THEMSELVES...WHAT A SCAM!!!!!!!
WORST COMPANY TO DO BUSINESS WITH!!!!!
On August 3, 2019, I purchased a money order after work and mistakenly left it in my lab coat and destroyed it through the wash. I contacted the store (Kroger’s Grocery- Cleveland, MS) from which I purchased it and was given Western Union’s contact number. I reached them and provided all information required including a $30 non-refundable check. The check was cashed on 8/30/19 and I’ve called several times to see why I haven’t received my refund. I emailed a statement from my landlord, which caused the delay and no one reached out to me. It is now 10/23/19 and I was informed that it would take another 6-8 weeks. It’s past due. I can’t afford to wait any longer.
Dear ***,Western Union is writing in response to the complaint we received from you through the Revdex.com.Western Union has investigated this matter. Our records indicate that a letter requiring a Proof of Purchase from you was sent on 09/23/19, however, we have not received any documentation from you to date. In order to further review this matter, we require documentation indicating Proof of Purchase. You can provide any two of the following:Money Order StubReceiptCopy of the Original Money OrderAdditional POP could include:· original cash register receipt obtained at the point of sale;· copy(-ies) of other Money Order(s) and/or receipt(s) purchased at the same time;· copies of other payments that were made regularly to the same payee for the same amount;· bank statement confirming the transaction;· police report (if your Money Order(s) was/were stolen);· an official letter from the store where Money Order(s) was/were purchased (it should be signed and stamped by the store representative; it should show the serial number of the Money Order(s) together with your full name);· lease agreement (if your Money Order(s) was/were intended for rent payment).We sincerely regret any inconvenience you have experienced with the deposit of your Western Union Money Order.Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***Sincerely,The Western Union Executive Resolutions Team
I initiated a transaction mtcn *** on September 5th. Western union cancelled the transaction immediately. I was told I would see a refund in 3-5 business days. When that pasted I called again and was told 7-10 then I was told they never received it and to contact the bank. Since then they have received the funds from the bank and declare the bank never sent them. I have contacted westernunion multiple times and even sent a bank statement showing it was approved and money was sent to them. They have referee me to supervisors and a investigation unit. After viewing said statement I was referred to go and contact my bank again as they stated they never received the funds. The bank has even called and given all info on the transaction to resolve and they still deny receiving my money. So I have paid 225 dollars and they bank can not help because the transaction posted and shows the money was sent and received by westernunion.
Western Union Reference #***
***,
Western Union is writing in response to the complaint we received from you which was addressed to the Revdex.com.
Our records indicate that this transaction was cancelled due to possible fraud, and a refund was issued. In order to assist you further we will need a copy of your bank statement dated 9/5/2019 to the present. We have received the screenshot that you have provided; however, the information is not sufficient as the copy must show the account number and include the bank address and contact information.
Western Union considers this case closed, but will reopen it once the aforementioned information is received from you.
You may also contact me directly at the phone number referenced below between the hours of 7:00 AM and 2:00 PM, U.S. MST, Monday through Friday.
Lisa ***
Executive Resolutions
Western Union
***, Denver, CO 80237
Direct line: +
I purchased a money order in the amount of one hundred forty-eight ($148.00) dollars and NO/100's from Western Union and there have been multiple issues since that purchase. With responses I continue to receive via telephone from Western Union, their lack to provide me a refund after submitting the proper paperwork months ago, the multiple promises from their agents and no results; I am concerned that Western Union is failing to conduct thorough due diligence and implement adequate staffing to efficiently resolve it’s complaints.
I have been given conflicting promises and information since this matter began. After speaking with Michael “Employee Code: ***”, Fara “Employee: ***”, Alex “Employee Code: ***”, Cass “Supervisor-Very Accommodating” and many others, I have been told to call back three (3) and seven (7) days each time I spoke with a customer service agent. Still, I am left without any refund and any receipt. Additionally, every other person informs me that they have escalated my matter so that it may get resolved expeditiously. Unfortunately, it’s been months, and this matter hasn’t even begun to get resolved.
You fail to treat your customers with integrity and continue to mislead them.
I have dealt with dishonest practices at every stage of my consumer experience regarding this matter, from customer service, supervisor, Off-line team and the Cooperate office telephone service. I am very disturbed by these deceptive practices.
I have not asked for anything beyond fair, that Western Union should not provide, according to their policies; however, it’s clear from the falsehood’s that I continue to receive from each customer service agent I speak with that Western Union does not take responsibility for purposely misleading consumers after they have purchased a money order.
No business goals should ever come before following your Code of Ethics, acting professionally, and showing trust and respect to you customers.
I look forward to hearing from someone soon so that this matter may get resolved soon.
The reference number I was giving under the investigation into this matter: 73646140
The money order number regarding this matter:
Dear ***,
Western Union is writing in response to the complaint filed through the Revdex.com. In the complaint you request assistance with the refund of a Money Order.
We have investigated this matter. Our records indicate that the Money Order was cashed on June 13, 2019. The tracer request was received and processed on August 1, 2019, and the photocopy was sent to you on August 6, 2019 as the processing fee was received on that date.
We have attached a copy of the Money Order in question for your reference.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.
Sincerely,
Executive Resolutions Department
Western Union
Complaint: ***
I am rejecting this response because:
In response to Western Union’s response to my complaint, you will find attached an e-mail from Jerzie K, a *** Executive indicating that their Accounts Department said the Western Union money order was returned to Western Union. As you will see from the e-mail, I performed my due diligence and tried to find out what was the issue with the money order and why *** said the one hundred forty-eight ($148.00) dollars NO/100 payment was returned to Western Union for NSFRTM and backed out on July 1, 2019; especially since I paid for the money order in cash at a local grocery store.
Informing the Revdex.com that the matter has been resolved when it’s clear hasn’t; Western Union should evaluate this matter with the primary objective of refunding the money that was forwarded back to them; not accepting a customer’s money and getting it for free. Otherwise, Number 3 under your “Terms and Conditions” does not exist in this case for me.
I’ve used Money Orders for over ten (10) years and I work hard for my money, and I would hope that Western Union would help to protect that money from fraud or identify fraudulent transactions and keep them from going through their systems, but it appears that maybe the problem is within.
You indicated that you are committed to keeping your customers from losing their hard-earned money to scam artists; however, when I file a complaint, provide sufficient evidence that my money has been taken, you request that I contact another department to resolve the matter and inform me that the issue is closed and I still have not received my refund. Additionally, you have provided me with another telephone number to call.
Our maybe the matter is as simply as Western Union failing to take reasonable steps to provide appropriate and adequate ongoing education and training on fraud for all Western Union agents to comply with policies and procedures and to properly implement these policies and procedures.
At any rate, I look forward to hearing from you as soon as possible to resolve this matter so that I may receive my refund.
Reference # ***
Sincerely
Dear ***, Western Union is writing in response to the complaint filed through the Revdex.com. In the complaint you request assistance with the refund of a Money Order. On our previous response we informed that the Money Order was cashed on June 13, 2019. The tracer request was received and processed on August 1, 2019, and the photocopy was sent to you on August 6, 2019 as the processing fee was received on that date. A copy of the Money Order in question was attached for your reference. If the payee insist that the payment was not received, please have the receiver fill out the attached Payee affidavit form to submit to the Bank of First Deposit for further investigation. Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***. Sincerely, Executive Resolutions Department Western Union
Complaint: ***
I am rejecting this response because:
To consider this matter closed as you stated in your response without allowing the process to be completed is surely failing to allow the receiver to conduct a thorough investigation and perform their due diligence and clearly shows that your company is not interested in taking on the responsibility of resolving this matter in order that I may receive my refund.
I have provided the payee with the Intended Payee Affidavit that you forwarded to me and we must allow *** time to respond.
Additionally, I wrote this complaint in expectations that you will correct this matter as quickly as possible; however, in the past few months Western Union has failed to resolve and properly address my complaint.
I request that Western Union do not close this matter until my refund is returned.
The money order number regarding this matter: ***
Sincerely
On Friday October 18th, 2019, I went to the Western Union location located off of Windy Hill and Cobb Parkway in Smryna, GA to make a wire transfer. Upon speaking to the teller, I specifically asked if the money would be sent as a pure wire transfer and available immediately to which the teller stated "yes it is a wire and the money will be there right away". The reason for asking this was because my current banks wire systems were down that day, and I needed to send the money immediately AS A WIRE TRANSFER to the closing attorney's office trust account (which only accepts wire transfers) to finishing the closing process. Upon completing the transaction, I looked at the receipt and observed the teller entered the wrong account number. After a few moments on the phone, she was apparently able to fix the transaction and everything was supposed to still be there within a few minutes. This took place around 12pm that day. By 4pm the money was no where to be found. I called Western Union and repeatedly asked for a refund and was told the money was pending at the bank and waiting for the bank to accept it. My attorney called the bank and there were no such pending transactions. I then asked for a refund again and stated the importance behind needing my money back and was again met with a cold response. I went through the steps of requesting a refund and was told I would have to wait 24/48 hours for the bank to respond. When asked what happens after 48 hours and the bank doesn't respond, I was told they would send the paperwork again; ultimately leaving me screwed out of $5,291.42 because the bank cannot respond to a transaction they do not see. It was not until I made those repeated phone calls that I was told the teller sent the transaction as a bill payment rather than a direct transfer to the bank. NO WHERE DID I REQUEST A BILL PAYMENT TO BE SENT. I specifically stated a direct wire transfer. Had I had known this I would have never used this service. I have been on the phone every day trying to get this resolved with no help. I have called the number at the corporate office several times and have left several voicemails with no response. *** bank does not see the deposit as a deposit, a pending wire or an ach transfer and has no clue where my money went. At this point all I want is to get my money back immediately. According to the refund policy, if the receiver has not yet received the transaction, then my money should have been given back to me when I initially asked for it. I was lied to and deceived throughout this entire process and as a veteran who has served this country honorably I cannot believe this is happening. I have been given the run around by everyone for days now and I am tired of it.
Western Union Reference ***
***,
Western Union is writing in response to the complaint we received from you which was addressed to the Revdex.com. In your complaint you indicate your money transfer was sent incorrectly by our agent.
Per our phone conversation on 10/28/2019 I have investigated the issues you encountered using our services to close on your home. I apologize for the miscommunication that you received from the sending agent location and for the delay in your refund. I provided you with a Good Will Concession in the amount of $50.00 as compensation for the issues you faced.
I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues.
Please feel free to follow up with me directly if you have any additional questions or concerns. I am available between 7:00 AM and 2:00 PM (U.S.-Mountain Time), Monday through Friday.
Kind Regards,
Lisa ***
Executive Resolutions
Western Union
*** Denver, CO 80237
Direct line:
Tell us why here...
On Tuesday, September 9, 2019 I sent through Western Union $2,000 US dollars (plus a $8 transaction fee) to my brother that is in need and resides in Buenos Aires, Argentina. On Wednesday, September 10th, my brother contacted me to state that he received the money. He then asked how much I sent to him and asked for my receipt. After checking all the information he noticed that exchange rate was inaccurate; 1 USD (US dollars) = 48.2404 ARS (Argentine Pesos) / $2,000 USD = $96,480.78 ARS, when the current market rate at the time was 1 USD = 54.5 ARS / $2,000 USD = $109,000 ARS. Keep in mind this information and the market exchange rates from different times can also be corroborated from multiple online sources.
My brother contacted Western Union in Argentina and explained the situation. They then confirmed the error and suggested I contact Western Union USA. After I contacted Western Union USA they transferred my call to a complaint specialist which confirmed again, based on their records, the mistake. He explained he was going to open a case and in 48/hrs they will contact me with a resolution.
On Oct 1st I received a letter from Western Union Correspondence Department stating that they have determined that the transaction was paid correctly and that the receiver was paid the correct amount.
After many Western Union sources confirmed the error this letter was not acceptable. With that being said I reached out to Western Union complaint department and asked to speak to a supervisor to solve the issue through the company. The supervisor spoke to me and explained that Western Union uses their own exchange rates and not the market exchange rates and there was nothing they could do. I have records and transcripts of both calls and conversations with the Western Union representatives and each of their statements.
If it was not for my brother I would have never known the correct market exchange rate. This lead me to the question of how many money senders are unaware of this misinformation and tactics, especially those that are not familiar with the market exchange rates or those in which English is not their first language.
I understand application of exchange rates can not always be 100% accurate but hundreds of US dollars can make a big difference, especially in other countries and for those who are in need.
Dear Mr.
Western Union is writing in response to the complaint received from you through the Revdex.com (Revdex.com) portal. In your complaint, you indicate that your transaction was sent with the incorrect exchange rate to your brother in Argentina. You are requesting the difference you feel Western Union owes you ($ 229.71 USD) or are requesting that an additional 12519.22 ARS be sent to your brother in Argentina.
Western Union has investigated your concerns; Our records indicate that in September 2019, you sent one transaction from the United States totaling $ 2000.00 USD to a consumer located in Argentina.
MTCN: ***
On September 9, 2019 at 11:15 PM U.S. Eastern Standard Time, you initiated a transfer for $ 2000.00 USD to *** in Argentina using Western Union’s on-line service with Credit Card ending in ***.
On September 10, 2019 at 8:51 AM U. S. Eastern Standard Time, a person with identification bearing the name of *** went to an agent location in Argentina, to retrieve the transaction and provided the Money Transfer Control Number, sender’s name, place of origin, and the amount expected. The amount paid was 96480.78 ARS.
Please note that Western Union’s online service notes under the ” legal claims and important information“ point # 2 states that Western Union makes money from the currency exchange.
Our terms and conditions (point # 6) also states that Western Union sets the exchange rate unless the laws of the Expected Payout Location do not permit Western Union to set the exchange rate.
Western Union rates may vary by brand, channel, and location based on many factors and are subject to change without notice. Rates vary depending on the services used such as online, web application, stage and pay, and agent assisted transaction.
At this time, we have confirmed that no errors were made by Western Union with regards to your transaction’s exchange rate. As your transaction was Fixed on Send, the exchange rate provided on the Sender’s receipt at the time the transaction was finalized would be the amount to be paid out to your receiver in Argentina.
We apologize that we did not meet your expectations.
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 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.
Sincerely,
The Western Union Executive Resolutions Team
I am no longer able to use Western Union. I contacted them and they told me they needed to verify my identity. They emailed me forms which I downloaded and sent them back. I followed up with W.U. and they told me they received no such forms from me. I contacted them once again and asked them to mail them again. I received the forms on 9-29-19. On 9-30-19 I mailed them back. I have been in touch with W.U. on NUMEROUS dates since then. They tell me they have NOT received my forms. I have been trying to resolve this issue now for several months to NO avail. The matter is long over due in a solution.
Dear ***,
Western Union is writing in response to the complaint received from you through the Revdex.com portal.
Western Union is researching this matter and requires additional time to respond.
Western Union considers this case “In progress”. If you should have any additional questions or concerns, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.
Sincerely,
The Western Union Executive Resolutions Team
On 10/15/19, I tried to pay a bill with Western Union Online which stated the company I needed to pay is one of their Billers. Due to another payment via Western Union issue 08/20/19, I decided to check with customer service to make sure will this payment go to the correct company. Although the company was their website as one of their Pay Bills Company's, there isn't a relationship with Western Union and the company. Instead of correcting their website, the incorrect information is left for the next customer to attempt a payment. I spoke to a representative that said *** isn't their system so I would not be able to make a payment. I asked for a supervisor and the representative transferred the call without telling them about the call so I had to explain all over again. This makes the phone very frustrating and aggravates the situation. The supervisor checked the company's name and found them but needed to transfer me again. I do not understand why she was transferring so you've wasted unnecessarily been on the phone over 20 mins. Then the supervisor disconnected the called while I wait to be transferred to an unknown phone and unknown reason for transfer. The problem has been their online pay bill feature shows the company but they no longer have them as Pay Bills Company's. When this happens the funds goes to the wrong company and the customer is made to wait to get the money back. This creates a late payment for the customer and accrues late fees and possibly a derogatory item on their credit. I called the Corporate Office and spoke to Nina which listened and I insisted she confirm the company would receive my payment. Nina wanted to transfer me back to the same area that disconnected the call. I told all that was needed is confirmation the payment would go to the right company this time. Their website and the procedure and company are different and cause major financial issues for the customers.
Western Union Reference Number: ***
Dear ***,
This is in response to the rebuttal to a complaint you filed through the Revdex.com (Revdex.com) portal. In your complaint, you request a correction to be made to our website’s Online Bill Payment, service as it is reflecting companies which no longer accept payments via our services.
Western Union has completed its investigation into this matter; At this time, we have confirmed that both subscribers, *** and ***, which you have referenced in prior complaints, currently accept payments via our digital and retail Quick Collect Money Transfer Service. In addition, we have confirmed the list of subscribers who currently accept funds via our services is accurate and up to date.
We recommend that you contact your subscriber to confirm the account number and Code City, which is the identifying Western Union number code, in order to ensure all transactions sent via our service are delivered to the intended Subscriber.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We are currently working with our business partners in order to address the issues you experienced throughout multiple phone conversations with our Customer Service representatives.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please email us at [email protected] and provide the Western Union Reference #: ***. You may also contact me directly at the email address and phone number referenced below between the hours of 8:30 AM - 5:00 PM, U.S. MST, Monday through Friday.
Sincerely,
The Western Union Executive Resolutions Team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Although there might be a code city, your website does not ask for it. It automatically select *** or *** so there is a cliche in your system. Code City are not being requested by your website which further confuses the customers.
Sincerely
I called customer service 800-325-6000 regarding a money transfer that I sent. I spoke w/ customer service rep "Alex," supervisor "Frank" Id# *** and manager Yasser ID. Each individual that I spoke with refused to provide me with any information about the transfer w/o a MTCN, they refused to accept my phone number/ask security questions to confirm my identity which was especially frustrated because the automated system had already validated my identity using the number that I called from- which is the same phone number associated with the transaction.
I have an open case with western union and I am due a refund due to the difficulty in completing the transfer.
Dear Ms.,
Western Union is writing in response to the complaint we received from you dated 10/14/2019 which was addressed to the Revdex.com. In your complaint, you indicate that you had issues with the interaction you had with our customer service representatives and you are requesting a refund on your transaction.
Western Union has investigated your case. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly. We are currently working with our business partners in order to address the issues you experienced throughout multiple phone conversations with our Customer Service representatives. As we move forward with the investigation, we have found several coaching opportunities and we will take all of the required steps to address them accordingly.
Western Union placed your transaction on hold and required additional information in compliance with our legal obligations. Once your information was reviewed, the transaction was released. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding this matter due to legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future.
As per request, Western Union has processed a refund for the principal and charges in the amount of 240.49 USD. This refund was issued to you on 10/19/2019 to your card account ending in: ***. Please note that payment funds require at least two to three business days before they are settled on Western Union’s account, therefore; credit or debit card refunds may take up to seven business days to process. In the event that the funds have not been returned to your account within the allotted time frame, please contact us directly at the number or email address referenced below so we may further assist you.
We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at 720-332-1000, and provide the Western Union Reference #: ***. You may also email us at ***.
Sincerely,
The Western Union Executive Resolutions Team