Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Western Union Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

954 total complaints in the last 3 years.
402 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 02-23-25, I purchased Western Union **** money order number 19-711776620 for $1000.00. I then discovered that I was not allowed to mobile deposit it via my bank. After trying to cash the money order, the system would not allow it to happen. After calling their customer service (base in the ***********), ** stated that there was nothing wrong with the money order, but they could not explain why it was unable to be cashed. They said that it could be refunded, but that would take 5 days, and incur a $15 fee. I objected to the fee, and ** relented, and promised that it would NOT be deducted. Today, 02-28-25, I received the refund email confirmation, and the fee was in fact deducted. I just want my $15 dollars back. I will never deal with Western Union ever again.
Business Response
Date: 03/04/2025
Hi ****** ******,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office from BBB

Unfortunately we were unable to reach you at the phone number provided, however please note that we want to apologize for the inconvenience and frustration caused by this situation.

We have completed the refund of the fees removed from the original amount under new MTCN shared via email.

This new MTCN is currently available for collection at a Western Union location in **/***

If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

Sender:Western Union Customer Care
Receiver:****** ******

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Sincerely,

******* C
Executive Resolutions Team
Customer Answer
Date: 03/05/2025

Dear Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I finally received the money that they owed me. I would also ask for no further contact from Western Union.

r,
****** ******
Initial Complaint
Date:02/27/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*see attachment
Business Response
Date: 03/13/2025
Western Union - Reference number: *********
Hello **** *******,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Mar-2025. In your claim, you mentioned that you have a money order that was stolen and cashed by someone other than the person you had intended. You requested a refund and have not received a refund.
Our records show the following money order was investigated by Western Union:

Money order number: Amount:
**-552991121 $308.00 (USD)

This money order was purchased on 03-Aug-2023 and paid on 06-Sep-2023 with sequence number ************ and the ********************* (BOFD) is ************** NA.
We apologize, however, since the money order was honored and paid, there are no refunds available.
The original refund request was received in Sep-2023 without the required ***** USD fee payment for processing and a letter was sent advising you that the payment is needed to provide a copy of the cashed item. There are no records of a payment or a response to this request.
We received a request for a refund in Jul-2024 and we advised that the processing fee was required to provide a copy of the cashed item.Western Union received the fee payment on MO# **-650842866 for ***** USD in Oct-2024 and a copy of the cashed item was provided.
We show that a police report was filed dated 20-Dec-2024. We sincerely apologize for any inconvenience, however, per banking regulations,Western Union only has one year from the date of encashment to submit forgery documents to the ************* Deposit on a consumers behalf and the timeframe had passed by the time we were notified that the money order was stolen/forged.
Please contact the ***** ************** NA, for further information/assistance.
If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 03/26/2025
everything in the mail correct is correct I just want to add that, the money order was forged after I filled it out and mailed it to Trenton ******** **********
Initial Complaint
Date:02/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a money order on 12/8/24 and it was lost and reported to Western Union. On 12/26/2024 I received an email that states the following:Hi ****,We appreciate your patience while we worked on your refund request ********* for money order *************** can pick up your refund in cash at any Western Union agent location using the following:Government-issued photo ID The tracking number MTCN ********** Amount refunded: $215.00 USD I went to a few western union locations and no place would provide the funds. They stated that I needed a phone number to pick it up. So the I contacted western 10 or so times to gets this handle with no aval. I am simply asking for my funds to be returned.
Business Response
Date: 02/27/2025
Reference number: *********

Hi ****,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 02/26/2025 submitted through the Better Business Bureau, where you mentioned that you lost your Money Order # *********** and you were advised by Western Union that your refund was issued under MTCN ************, however,you have not been able to collect it.

Unfortunately,I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.

We were able to identify that MTCN ************ was returned to Western Union on 01/03/2025.We are deeply sorry for the inconvenience and delay this has caused and hope you give us a second chance to win back your trust.

We have issued a new refund tracking number so that you can collect your funds.

We have sent 215.00 USD your way on 02/27/2025. To pick up your funds, please visit any Western Union agent location in **/** with the tracking number (MTCN)below. Please remember to present a valid government-issued ID when collecting the funds. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

Sender:Western Union Customer Care
Receiver:**** ******
MTCN: 930-163-0816

If you still have any issues collecting the funds, please get back to us so we can explore other refund methods.

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,

****** *.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 03/07/2025
My complaint has been resolved!!!
Thank you so much!!!
Initial Complaint
Date:02/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased four money orders totaling $3,600. The money orders were not used On 04/30/2024, I submitted refund requests, asking for check returns. They indicated a 30-business-day processing time. In October 2024, I received three checks totaling $3,000, but the $600 check was missing On 10/19/2024, I attempted to deposit the checks via the app, but the deposit was declined. On 11/09/2024, I was told the checks were only valid for six months On 12/01/2024, I submitted another set of refund requests and received a check for $600 on 12/04/2024. No further communication or checks followed On 12/14/2024, I contacted support. On 01/08/2025, I received a generic response asking me to resubmit On 01/09/2025, I resubmitted the request for the third time ([*********], [*********], [309577318])On 01/13/2025, I received an email denial for [*********] and called support. The *** confirmed no refunds had been issued and created a new request On 01/15/2025, I received a second denial for [*********]On 01/20/2025, I contacted support again and was informed a new request, [*********], was created, promising a response within 48 hours On 01/27/2025, I called again; a new request, [*********], was created with another 48-hour response promise On 01/31/2025, I submitted a request for the checks to be mailed ([*********], [*********], [313853494]).On 02/12/2025, I submitted a new refund request [*********] but received no response.On 02/17/2025, I resubmitted the request ([*********]) but again received no response.On 02/18/2025, I spoke with management for 27 minutes, who promised a response within 24 hours. However, I received a response regarding [*********], denying my refund for another check ([*********])On 02/19/2025, I spoke with a ***resentative for 34 minutes who promised a response within 48 hours and created a new request, [305736812]As of 02/23/2025, I have not received a response to my emails, and despite ***eated promises, no further action has been taken
Business Response
Date: 03/04/2025
Hi *********,

We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:

We see the following information about your money orders:

Money order # *********** was refunded under tracking # (MTCN) ************ for 985 USD and the transaction was paid on February 25th
Money order # *********** was refunded under tracking # (MTCN) ************ for 985 USD and the transaction was paid on February 20th
Money order # *********** was refunded under check # ***********, the check was sent on February 5th, this item is still outstanding.

Kindly, let us know if you received the check. Also let me know if therere other money orders pending to be refunded.

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Max C
Executive Resolutions Team
Initial Complaint
Date:02/25/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: 10/15/24 Money Order #: 22-076454444 A# ****** Bottom #s: ********* ************** I purchased a money order for $560 to give to my son to pay his insurance. We always do this to keep track for our records. No where & in no way could he cash, deposit, return, or were we ever able to get our money back. 1st, we were told to wait 10 business days to the exact ********* could just get a refund if we brought the ******** receipt ********* were both there. LIE! 2nd- Standing in my sons bank on the phone with Western Union, we were told along with our banker that everything was fine & he could deposit the ** into his account with no issues. The next day Western Union canceled the ** causing well over $200 in fees to his account, his insurance payment to be later & insurance almost cancelled. We had to work overtime and do everything we could think of to make all this up. 3rd-Called back instructed to go to the website to request a refund. We went to the website as instructed, filled out the form to have a code emailed to us to get our money. Never came. Called and waited the 30 days for a refund check to be sent in the mail. Never came. Called back, instructed to wait another 30 days for their fraud department to file a claim & then send/refund our money. Never came. This has been continuous for 5 months now and NOTHING has changed with zero effort to resolve this on the part of Western Union and no one cares that we have spent countless hours dealing with this, it has cost us over $1400 that we do not have to try to fix, and endless stress. This is beyond ridiculous at this point and they owe us our money back!!
Business Response
Date: 03/01/2025
Reference number: *********

Hi Windy,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim from February 26th where you mentioned that you want a refund of $560. USD for money order # ***********

Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.

We have proceeded with your refund as follows:

Tracking number (MTCN) 483-181-1151 with a value of $ ****** USD
Tracking number (MTCN) ************ with a value of $ ***** USD

Both transactions are available for pick up to collect them you just need to bring your government issued ID and the tracking numbers to a nearby agent location.

We appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you'll consider giving us a second chance to win back your trust and make things right.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Max C
Executive Resolutions Team

Customer Answer
Date: 03/09/2025
I was contacted by the Western Union company via email to resolve the issue by refunding my money.
Initial Complaint
Date:02/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two money orders one for $700 one for $1000 for my rent for June 2024 I mailed my rent and someone who works for the post office apparently opened the envelope, took the money orders and mailed the empty envelope in a plastic envelope that says **************************** we care. The owner called me letting me know that they receive the envelope but no money orders. I have been calling Western Union since June 2024 to get my refund back. The money orders were cashed in two separate bank account. I went to the banks. The bankers told me that they flagged the accounts and that I would receive my money Ive done everything that I have been asked to do by Western Union. I call Western Union every 30 days and they give me the runaround every time I call saying that I will be refunded back my money. The-money orders are being processed now I call and theyre telling me that there was no claim form sent in which I did send in the claim I paid $30 to get copies of the money orders, now theyre telling me today 02-24-25 That someone will be sending me an email letting me know the status of the money orders. I just want my refund back as promised by Western Union. Can someone please help me.
Business Response
Date: 03/05/2025
Reference number: 318822247

Hi ******,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau. In your claim, you mentioned that you are requesting the refund of money orders *********** and 19638636009.

Unfortunately, I couldnt reach you at the phone number you provided.

Our records show that after you received a copy of the cashed money order, you mentioned that the item was forged, and the intended payee did not receive the funds for it.
Your case qualifies for a forgery investigation. To start the process, please:
Fill out and sign the forgery affidavit form sent via email. (please disregard the fees and notarization mentioned in the form and provide one form per each money order).
Send a signed forgery acceptance letter to the Western Union Executive Resolutions team through the communication channels provided via email.
Once you send back these documents, along with any relevant details such as a police report or a copy of the unaltered money order (if available), we will forward your claim to the Western Union ******************* They will then coordinate with the ********************* (****).
At that point, the **** will check that the money order hasn't been altered and that all signatures are valid. Western Union cannot guarantee that the payment will be recovered from the ****.

Western Union will act on your behalf to collect the funds from the ****. The **** will make the final decision after their investigation.
Please allow 30 days from the date you return the forgery affidavit before reaching out for updates. The full process usually takes ***** business days after your documents are accepted and approved. Unfortunately, we are unable to speed this up, as it is handled entirely by the ****.

Additionally, please note that all the interactions that you had with our customer service representatives being investigated, however, the specifics on the types of training, disciplinary measures or scope of our representatives cannot be shared with customers as it is confidential and proprietary to Western Union, nevertheless, I can assure you that all the necessary actions and steps are being taken.

To help make things right and thank you for using Western Union, we have refunded the fees you paid to receive the copies of the cashed items. Refund details have also been sent to your email address.
We sincerely appreciate your patience and cooperation in resolving this matter.
If you have any questions or concerns, please email us at ************************************************************************************************************ or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 318822247 to connect with me directly.
Thanks for being a valued Western Union customer.
*******, M.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.

Customer Answer
Date: 04/28/2025
I reached out to Western Union they closed my case, the employee I spoke to said they never refund stolen money orders, they closed my case after having me pay $30 for copies of my stolen money orders, gave me the run around for ***************************************************************************************** to call, it was proven my money orders were stolen and cashed, Western Union never had any intentions on refunding me my money back so Im out of $1,730.00 and the piece of c*** had a good time spending my Social Security check that I pay my rent with. I will never buy a M.O. from them again.
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 2, ********************************* the amount of ******, for car insurance after about a week I was notified the payment was not received, they didn't accept money orders I went to the office of the insurance company they stated they don't know what happened to the money order, so I called western union they said it wasn't cashed so I requested a refund on 12/10/2024 I purchased a money order for *****, the fee for a refund so I was told it would approximately take a month so I started calling in January and up until now all I've gotten is lies, and still no refund, if you can, please help me.
Business Response
Date: 02/25/2025
Reference number: 318597761

Hi *********,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 2/24/2025. In your claim, you mentioned that you submitted a money order refund request, including the processing fees, but havent received a refund.

The following money order was investigated by Western Union:

Money order number: Money order amount:
*********** ****** USD
Please be advised that Western Union processed a full refund on 2/25/2025 in the amount of ****** USD with the tracking number (MTCN) XXX-XXX-3279. Your refund is available for pickup at any Western Union agent location in **, **************
Please be informed that due to the security reasons the refund details were sent to the email address provided in your request.
Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cannot claim this refund within 30 days from the date it was issued, you will need to contact us at the number referenced below to get a new MTCN.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at (+1) ************ (international call charges may apply), providing your reference number 318597761 to connect with me directly.

Thanks for being a valued Western Union customer.

Julija R.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:02/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
uncashed money order reported in October 2024 and refund approved on November 8, 2024 on request *********/ MCTN **********. Refund issued for an incorrect amount ($985.00) instead of $85.00. I notified customer service on Nov 10, 2024 of the discrepancy. Case # ********* was created for this. On December 10, 2024 I received an email that the correction was made. I went to the local western union agent but in their system, it still showed $985.00. Many more calls were made to customer service to check on this refund and I am always promised a call in 2-3 days but I am never called. On the last call (Jan. 31), They created a new case #********* and promised a call in 2-3 days. No calls have been received. I don't feel the money services are a scam, but I now believe the customer service department for this ********************** is.
Business Response
Date: 02/23/2025
Hi ********* *******,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office from BBB.

Unfortunately I was unable to reach you at the phone number provided, however please note that we can share the information below.

Please note that we have fixed the refund, new MTCN:shared with you is available for collection for ****** USD.

You can visit a Western Union location in **/US so you can collect the funds back in cash.

If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

Sender: Western Union Customer Care
Receiver: ********* *******

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Sincerely,

******* C
Executive Resolutions Team
Initial Complaint
Date:02/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 4 Western Union Money Orders from 7/11 back in June or July 2024. 3 for $500 and 1 for $145 for a total of $1,645. I wasn't able to use them, So I filled an online refund request on the western unions website on 9/1/2024. two weeks later, I moved, so my address changed which was the cause to the problem I"m currently in. Upon changing my address with the post office, I received and deposited one of the $500 money order refund checks and the other for $145, but 2 of the remaining $500, I never received at this address. So I called and spoke to at least 5 or 6 different customer service **** who understand my situation and will process the remaining two $500 refund checks, but many months later, I haven't received anything. There's obvious a glitch somewhere in your automated system that's preventing my last two checks from being processed and sent out. the last call I made was roughly the first week of January 2025 to see why I haven't received anything. the lady once again, just like all the previous **** said that a supervisor must review the case and process it which they assured me will happen, but it's now 2/20/2025 and I still don't have my money I'm owed. Western Union's own contract for refunds clearly states a window of up to 30 days to receive my refund. It's now been 5 months and i still don't have my money. Western Union is in breach of their own contractual agreement times 5 and I desperately need that money to be able to pay my most vital bills in order to financially sustain myself. This isn't possible without that money, so it is imperritive that I receive my last two refund checks. Please refund the remaining $1,000 immediately upon receipt of this and please rush it.
Business Response
Date: 02/24/2025
Hi ******** ****,

Thank you for your confirmation and feedback shared

We have completed the refund for the two Money Orders under new ****s: shared via email

These two new ****s are currently available for collection at a Western Union location in Ca/US.

Please note that the amount for each of these transactions is for ****** USD, however as per your comments and request we have completed a third refund **** shared via email for ***** USD totaling the amount of ******* USD.

Unfortunately due to internal settlements the refunds could not be issued for ****** USD each.

Regarding your additional concerns, please find details below:

We wish we could change the way this situation was handled, unfortunately we cannot go back in time so we could catch your concern and help you expedite your refund, we understand that this wont change much,however as a Good Will concession we would like to add $50.00 USD to the **** shared above for the total of 80 USD including the fees of 30USD that were returned.

Unfortunately during the Months you had issues with these refunds, our RMO team which is the team that handles all of the requests related to Money Orders, were going through a huge backlog of requests,again we understand that you should not be impacted by this situation, and as you claim there is no excuse for this however this was the reason why additional delays were experienced for these two refunds.

We again want to apologize for all of the hassle and inconvenience caused by this issue, we appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you'll consider giving us a second chance to win back your trust and make things right.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Sincerely,

******* C
Executive Resolutions Team
Initial Complaint
Date:02/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
January 28, 2025 sent $200 thru Western Union and the money was supposed to be available for pick up the same day. Here we are and it's February 17, 2025 and the money has still not been released.I have reached out to Western Union >8 times and keep getting the run around and dealing with unhelpful representatives. At this point I would like my money back, the cost of sending the money, the cost for having to make another transaction to replace the $200 that I had to send again, plus be compensated for all the 45+ minutes calls I have had to make, and having to spend my time and gas going back and forward to the Western Union agent I used.
Business Response
Date: 02/23/2025
Hi ******* ****,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office from BBB.

As mentioned over the phone, please note that the refund for MTCN in question has been completed under same MTCN, for the full amount of ****** USD.

Additionally, as indicated, to help make things right and thank you for using Western Union, weve sent ***** USD your way on Feb/23/******* pick up your funds, please visit any Western Union agent location in (City/State or Country)with the tracking number shared with you via email and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below,and well give you a new MTCN.

Sender: Western Union Customer Care
Receiver: ******* ***** ***** ****

At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Sincerely,

******* C
Executive Resolutions Team

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The Western Union Company is NOT a BBB Accredited Business.