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Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

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

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The Western Union Company has 132 locations, listed below.

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    Customer Complaints Summary

    • 950 total complaints in the last 3 years.
    • 401 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Resolved
      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 January 11 2025 I authorized western union to withdraw 106.74$ Canadian dollars from my ************* account using my debit card for an international transfer. There were complications concerning the transfer so I contacted ****** union for a full refund on January 13 2025. The agent I spoke to said the refund will be made anywhere from 0-7 business days. I waited 7 business days and still did not receive my refund. I contacted western union through the chat platform in their app several time to ask where my refund was? The agent did some verification and said the refund process was initiated on January 16 2025 and will take 0-7 business days for a refund. Once again I waited 7 business days and still no refund. We are now January 28 2025 and still no refund. They told me to contact my bank and to give them an ARM number. I contacted my bank, gave them the ARM number and they said they will open an investigation because they do not see the refund. I would like BBB to help me get a refund please. Thank you.

      Customer Answer

      Date: 02/02/2025

       

      Hello, I received confirmation from my bank concerning the expected refund from western union. I am advising BBB my refund has been received. Thank you for your help in resolving this matter

      Business Response

      Date: 02/03/2025

      Reference number: 313277158

      Hi *****, 

      I hope all is well, please accept my apologies for the delayed response.


      Please know that we have concluded our investigation.


      We can confirm that there are some ongoing refund issues with *********, our internal teams are actively working to resolve the issue with the bank directly. Please note that our teams worked carefully to ensure that we thoroughly examine all aspects of the case, and we have can confirm that refund for MTCN ************ were successfully processed on Western Union's end.


      Please also know that as per **** has stated that the bank's policy might take up to 30 days to process a refund.


      Nonetheless, because we value you as a customer and because you have been waiting for an accurate and prompt resolution for several days, we've fully refunded your money transfer and fees, totalling  106.75 CAD. We've send refund details via separate email.

      You can pick up the money at a Western Union agent location in ******, ******. Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

      You can check the Find locations section on our website to find other agent locations near you, and confirm their business hours and contact information.


      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 (+1) ************ (international call charges may apply), providing your reference number 313277158 to connect with me directly.


      Thanks for being a valued Western Union customer.

      Sincerely, 

      Melanny, M.
      Executive Resolutions Team


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


    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Answered
      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 sent in 45 dollars for the money order replacement fee for 3 money orders. When I received the reimbursement western union charge me a additional 45 dollars for the fee. I was charged twice for the same thing. I have been trying to get reimburse for the second charge but I keep getting the run around and being told that they are informed that reimbursement department.

      Business Response

      Date: 01/29/2025

      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 January 28th

      As per our conversation, the transfer is ready for pick up. To collect it, you should bring your government-issued ID and tracking number (MTCN) 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.

      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:01/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 October 3rd and it was lost by the recipient. I did not have my original receipt and called Western Union and was told to fill out and mail in a refund request form that could be found via ******. I completed the form and mailed it on October 25th along with a $15 money order for the refund fee. Per their website a refund should be received within 8 weeks. By January 4th I hadnt received any response or refund and called customer service and after multiple unsuccessful attempts to reach someone due to their answering prompts was told they were unable to locate my request. After a second call a case was created manually and I was told I should receive an email response to no avail. After a 4th call I was given an email address **************************************************** to send the details of my complaint to along with the case number so that the refund department would know how to proceed with all the information being in the same place. I received an email response with directions on how to request a refund. I called customer service again on January 20th and was told to just go online to submit a request and pay an additional $15 (which would come out of my original money amount of $760 and I will be able to pick my money up in 5 -7 days. I submitted online and received a new case number and confirmation saying I can pick up my refund in 5 days. I called on January 23rd to check the status because I hadnt received an email with pick up directions and was told it can take ***** days to pick up. I then asked to speak with a supervisor and was hung up on.

      Business Response

      Date: 01/29/2025

      Reference number: *********
       
      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 1/28/2025. In your claim, you mentioned that you did not receive a refund of your Money order to date. Additionally, refund fees for ***** USD were deducted twice. You are asking for assistance.

      Our records show that the following money order(s) were reported as lost on 1/20/2025:

      Money order number:   Money order amount:
       22074686665               760.00 USD

      We received your original money order refund request via email on 1/20/2025 and our team processed your request on 1/24/2025.
      Western Union processed a refund on 1/24/2025 in the amount of ****** USD with the tracking number (MTCN) **********. Our records show that youve already collected your refund on 1/24/2025 at a Western Union agent location in ************, ******************

      Additionally, Western Union processed a fee refund on 1/29/2025 in the amount of ***** USD with the tracking number (MTCN) XXX-XXX-6381.

      Please note that due to security reasons a separate email was sent with the tracking number details to the email address provided in your request.

      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.

      Julija R.
      Executive ************************ Team

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

      Customer Answer

      Date: 01/29/2025

       
      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.

      Sincerely,

      ******** ********

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Answered
      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'm trying to request a refund for my unused money order. I have been trying everyday for the past week to use their form, which has proven to be unsuccessful. I today reached out to them via phone, no help, they refer me to the form. I today reached out via live chat, they again refer me to the form. I tell them it hasn't been working, they say it's my phones issue and they can't help.

      Business Response

      Date: 01/30/2025

      Hi ****** *****,

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

      Thank you for the information shared.

      Please note that we have completed the refund for Money Order: *********** under new MTCN shared with you via email

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

      Additionally,since the purchaser is ******* ***** the refund is made under her name.

      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:01/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had sent the money to the landlord and those money orders that I sent were stolen. I was able to find out that it was stolen and exchanged by someone else. When I went to the precinct they determined it was a petit larceny. I followed all the required steps from Western Union and till this day, I have not received that money back. This money order was specifically for rent and for this to happen is unacceptable. I had made many calls in fighting to get my money back, was promised through the agents I dealt with that I would get my money back and it never happened.

      Business Response

      Date: 01/28/2025

      Reference number: *********

      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 1/27/2025. In your claim, you mentioned that you previously purchased two money orders which were lost or stolen. As a result, you submitted a money order refund request, including the processing fees, but havent received a refund.

      Our records show that the following money order(s) were reported as stolen on 9/25/2024:

      Money order number:     Money order amount:
      19533458552                 ****** USD
      19533458551                 ****** USD

      Please be advised that the outcome of the investigation shows that the money orders have been cashed in. We have attached copies of the cashed money orders for your reference. 

      Money order numbers:

      19533458552 totaling ****** USD paid on 7/8/2024
      19533458551 totaling ****** USD paid on 7/9/2024

      If you believe that your case qualifies for a forgery investigation, please fill out and sign the attached forgery affidavit form (see attached form). Make sure to get it notarized. Additionally, please send a signed forgery acceptance letter to the Western Union ********************************************* through the communication channels provided by me.

      Once youve sent back the completed forgery affidavit and acceptance letter, along with any relevant documents such as police report or a copy of the unaltered money order (if available), we will forward your claim to the Western Union ******************* The Western Union ****************** will then coordinate with the ********************* (****).

      At the time of presentation, the **** must check that the money order has not been tampered with or altered and that all signatures are authentic and original. Western Union does not 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 determination after conducting their internal investigation

      Please allow 30 days from the date you return the Forgery affidavit before making any inquiries. The average time to resolve a forgery claim is ****** days, with the **** often providing a resolution after 120 days. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.

      We recommend continuing your cooperation with your local law enforcement officials to request their assistance to retrieve the funds from the individuals who cashed them.

      We apologize for the inconvenience.

      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.

      Julija R.

      Executive ************************ Team

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


    • Initial Complaint

      Date:01/24/2025

      Type:Product Issues
      Status:
      Answered
      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.

      ******** ****

      *******************************************

      Perry Georgia *****

      ************

      Purchased a western union money order from Kroger on 11/25/2024. My intent was to use it for an *********** payment on 11/27/2024, once the technician arrived he advised me they only took credit cards. No one would take the money order bc I had written on it, that's when I started the refund process with western union. I have been going back and forth with them since. On 1/03/2025 spoke with a supervisor ( first name,) *********, he stated he had received all necessary information, including the picture of the money order and to be on the lookout for an email with a code. I would then be able to go to any western union store, give them the code and receive the full refund of the money order for the amount of fifty-six dollars. Contact numbers were ************ and ************.

      Business Response

      Date: 01/30/2025

      Hi ********,

      Thank you for your patience while we conducted our investigation regarding your recent money order.

      After thoroughly reviewing the details, weve fully refunded your money order, totaling 56 USD on 01/30/25 with the tracking number (MTCN) XXX-XXX-8342. You can pick up the money at any Western Union agent location in **/***

      When collecting your refund, please provide the following details:
      Sender: Western Union Customer Care
      Receiver: ******** ****
      MTCN: XXX-XXX-8342
      Amount: 56 USD       

      Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

      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 working with us on this.
      Sincerely,
      ***** G
      Executive Resolutions Team


       
       

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Answered
      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've tried to cash a $200 Money Order of which I'm the recipient.The bank sent me the money order back stating they did not get paid for it by Western Union.Attempted to contact the Western Union three times already for the past two weeks. They've filed an escalation with a first and second case number stating it's being worked on and will contact me with a resolve in ***** hrs. Second attempt the stating the exact same thing that it's still in review... still no call back from them. My third attempt at calling their customer service representative was today and was told the same thing that they are still reviewing the case and will call me back within ***** hours. Each time I called to check back as to fixing the issue to honor my money order so I'm able to cash it at my bank was after the 72 hour wait each time It's been three attempts. The Money Order number is *********** for $200. and I am the recipient of this. The issuer is incapacitated. They are telling me it is being reviewed in their escalation department as to fix the issue of a fee applied due to its been two years after it was issued at the time I was cashing it. This was not made clear whatsoever initially nor otherwise as to a fee having to be applied to the amount issued against it if ipast a two years mark at cashing it.I want them to honor the full amount of the $200 and retract the so called fees applied to it.The calls were made on 1/13/25 with ***** and 1/16/25 case # ********* where I was informed their Supervisor would call me. Then another case number was applied as #********* Another call made by me on 1/21/25 spoke to **** resulted in a response of wait another ***** hours again.

      Business Response

      Date: 01/26/2025

      Reference number: 312159347


      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.


      As we discussed over the phone, weve sent the required form to your mailing address, kindly also find it attached to this response.


      Please help us by providing the form (filled out and signed) along with a copy of the original Money Order.


      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 312159347 to connect with me directly.
      Thanks for being a valued Western Union customer.


      *****, G.
      Executive Resolutions Team


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

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      In August 2024 I purchased 4 money orders $500 each from a Western Union located at ********************. I went online to submit a refund request since I did not need the money orders. The application stated I will receive the refund in the form of a check in 30 days. More than 30 passed I've moved from the previous address. I called ** to informed t hem I never received the check and asked can they send another check to a different address. I was advice an investigation will be opened, and a new check will be sent out. That was in October 2024. I called back to follow on the investigation in November 2024 and the *** stated a check was already sent out. I advised the *** I never received a check nor any communication from ** regarding the investigation. It is now January I still have not received a refund. I have not received or cashed any checks from *** I have multiple case numbers. I was advised each time that someone will contact me, and I have not been contact yet nor have I received my refund. My last attempt to receive a refund a *** told my I can not receive a refund because the money orders were cashed. I told the *** the money orders are in my hand and it is impossible for them to be cashed. I just want my money back. case number as of 01/16/24 *********

      Business Response

      Date: 01/28/2025

      Reference number: *********

      Hi *****,

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

      We have created the tracking numbers (MTCN) to refund you the money orders :


      MTCN 930-161-7304 - MO 19660256733
      MTCN ************ - MO 19660256734 
      MTCN ************ - MO 19660256749
      MTCN ************ - MO 19660256826

      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

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Answered
      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 August 20, 2024 I Purchased money order # *********** for $24.00. Mailed to ****************** in ******* Mi. When I followed up on my request. They said they did not receive my request and money order. I contacted Western Union for refund they claim money order was cashed and refused to provide me a refund. I requested proof the money order was cashed and they have refused to provide copy of cashed money order. I have made several requests and they refuse to provide proof. I am entitled to a refund of $24.00 from Western Union or ************. I feel Western Union has a responsibility to refund or provide proof the money order was cashed so I can get refund from Wayne County Clerk.

      Business Response

      Date: 01/23/2025

      Reference number: *********

      Hi ***,

      Thank you for your patience while we conducted our investigation regarding your recent money order.

      After thoroughly reviewing the details, we have confirmed that your money order was cashed on 09/23/24. We are trying to validate if the proof of purchase you provided is valid to send you the copy of the cashed Money order so you can also have proof of the money order been cashed. We will proceed to close this BBB complaint since the refund of the requested amount has been done, nonetheless, as soon as we have confirmation on the proof of purchase we will also send you the copy of the cashed money order. 

      Additionally,since we appreciate you as a value customer, weve sent 24 USD your way on 01/23/25 to refund you for the money order. To pick up your funds, please visit any Western Union agent location in **/** with the tracking number (MTCN) xxx-xxx-4087 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.

      Thanks for being a valued Western Union customer.

      Sincerely,
      ***** G
      Executive Resolutions Team


    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Money order, when trying to track if cash/stolen , company hangs up on me. tells me do what ever i want .. no help . you fail **

      Customer Answer

      Date: 01/24/2025

       
      # ******** has been solved to my liking. *** ********

      Sent from ****** ******** *************************

    The Western Union Company is NOT a BBB Accredited Business.

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