Complaints

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

close

Find a Location

The Western Union Company has 132 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  The Western Union Company

  517 Fremont St. Las Vegas, NV 89101

• 

  The Western Union Company (Headquarters)

  1301 International Parkway 4th Floor Sunrise, FL 33323

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

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:01/17/2025

  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 have used Western Union to send money on January 9th, 2025. As per their advertisements and what I was told at the store that the money will be picked up in minutes in the other country. My mother went to pick up money the next day on January 10th, 2025 and they told her that it is not available. I then called Western Union and spoke to a representative on January 10th at around 10:00 hrs. The representative stated that he doesn't know what the hold and they will request a refund and should get it within 3 -7 days. He provided me with a case number of *********. No one reached out to me and the money is sitting in Western Union accounts with no resolution. I called on January 14, 2025 at around 15:30 ( Canada time) and yet again the representative was giving me a run around and did not know what was going on with the above case number and opened another case number which is *********. This representative stated that there will be a resolution within ***** hours and someone will be calling and I'd not to call them back on Friday the 17th. On January 17, 2025, I checked the tracking number and was still shoeing in progress and no changes. I then called Western Union and spoke to a female representative who stated that the case has been escalated and to wait ***** hours. I told hom that it is ridicoulous and wanted to speak to a supervisor. She then put me on hold and came back advising that a supervisor was not available. I said I can wait which she stated that she will transfer me. She then hung up on me.This is literally 10 days from when I sent money and Western Union is holding my money for no reason and their representatives are not well trained and they do not care about customers. I would like my money back **** and to be refunded interest on that for them holding 10 days for no reason.

  Business Response

  Date: 01/26/2025

  Reference number: 311340101
  
  Hi Ali,

  
  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 January 17, 2025. In your
  claim, you mentioned that you contacted Western Union for the status of your money transfer
  several times as your intended receiver mentioned that the funds have not been received.
  

  Unfortunately, you had a poor experience with the customer service representatives because they
  were unable to provide you with the exact status of your money transfer. Western Union did not
  contact you, and you are requesting a refund.
  

  We know it must be frustrating for you knowing that your receiver had not picked up the funds
  after sending.
  

  We appreciate your business and are truly sorry to hear about your experience with one of our
  ************* representatives. Your experience doesnt reflect the way we do business with our
  customers, and we apologize for not delivering the high standards youve come to expect from
  Western Union. We hope youll consider giving us a second chance to win back your trust and
  make things right.
  

  We are taking steps to prevent such incident from happening again, including working with our
  business partners and ************* representatives to address your experience and concerns
  you raised.
  

  Our records show that your money transfer is in paid status and your receiver already collected
  the funds on January 18, 2025, at a Western Union agent location in Sale ********
  

  Please let us know if you experience any issue while using the promo codes sent to you and we
  will be glad to assist you.
  

  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) 720-
  332-1000 (international call charges may apply), providing your reference number 311340101
  to connect with me directly.
  

  Thanks for being a valued Western Union customer.

  Happiness O.
  
  

   

  Customer Answer

  Date: 01/27/2025

   
  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:01/15/2025

  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.

  I purchased a Money Order on July 6, 2024. I filled it out and prepped it to send off. Before I put it in the mailbox, I found out I did not need it anymore. I filed for a refund on July 13, 2024 online/phone with a reference number ********* and again on August 5, 2024 with reference number *********. I contacted the business on August 15, 2024, being told it had not been processed yet. On September 4, 2024, I sent a paper form of the request with all supporting documents (completed refund form, original money order (both pieces, front and back), copy of my receipt for purchasing the money order, ad a copy of the envelop it was being mailed in. I contacted the business on October 8, 2024 with reference number ********* and being told it is not processed yet. I contacted the office again on October 25, 2024 and was told it was refunded in August but sent to my old address (which was on the money order). The refund form has the new address on it. Reissued refund for $655.00 to new address and reference number of *********. I also was told it would take ***** days to receive refund. I have yet to receive my refund.

  Business Response

  Date: 01/22/2025

  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 confirmation.
  
  We have completed the refund for Money Order: *********** under new MTCN shared via email
  
  Please note that 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: 01/22/2025

   
  Complaint: 22817403
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/15/2025

  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.

  My issue is with western union, about 4-6 months ago I was attempting to pay my rent with a money order from western union for $669. A week goes by and I get a letter about not paying my rent. They did receive the check and tried to cash it at there bank but it bounced and said it was duplicated. I then called western union and I sent them all the info what was needed. I tried calling numerous time but still no answers. All I want is a refund of the amount that is own to me.

  Business Response

  Date: 01/18/2025

  Reference number: *********
  
  Hi *********,
  
  We want to help you with your claim, but were still missing some information to help us with the review process, we will proceed to close this BBB complaint while we wait for your response. As we discussed over the phone please find attached the copy of your cashed money order. Please help us by replying to this email with the following details:
  
  Please ask to your payee to fill out the payee affidavit form attached so we can start a dispute with the ************* Deposit if your payee continues to indicate that the money order was returned. Remember that this form needs to be filled out entirely, except for the notarization, the form doesnt need to be notarized anymore.
  
  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:01/14/2025

  Type:Billing 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 a money order a while ago and filled it out for 800 dollars. I somehow misplaced it and so I called them to see if I can get some sort of refund or help. They provided me a number to western H333234**333230373237H and they told me there was a policy to fill out online. I followed their instructions and printed off the application. It states that I either need the sales ticket or the number for the order. I sent it by *******. I hadn&#**;t heard anything for a month so I decided to call near the end of December and stated they have no knowledge of me and I did not file it. I asked for a supervisor but all they asked for is the information I would not have access to. Reference number for them is *********

  Business Response

  Date: 01/28/2025

  Reference number: *********
  
  Hi Jeffery ,
  
  We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Base on your previous case # ********* you were notified that weve fully refunded your money order to your bank account, totaling ****** USD on Jan/23/2025 under tracking number MTCN (Money Transfer Control Number) ************. Please know that it may take up to 7 business days to show in your account, depending on your bank. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.
  
  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:01/14/2025

  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.

  I thought that Western Union money order didn't have an expiration date. Therefore I thought I was within the timeframe to cash my money order. I took the money order to my bank, ******************* in Natchitoches LA. I received a letter from them saying that Western Union didn't honor the money order. I'm writing to ask Western Union to wave the $15 processing fee because I know the location of the money order. It is with *******************. I would appreciate if Western Union could give me a full refund for the face value of the money order, which is $100, without charging me a $15 processing fee. The economy is a challenge right now, and the expense of $15 is a economic challenge for me right now. This is an unfortunate incident. Please let me know if you need any additional information. ******* Bank Natchitoches Louisiana ************** Sincerely ******* ***

  Business Response

  Date: 01/18/2025

  Reference number: 310768392
  
  
  Hi Tabatha ,
  
  We want to help you with your claim, but were still missing some information to help us with the review process, we will proceed to close this BBB complaint while we obtain a response from you to further investigate. Please help us by replying to this email with the following details:
  
  we were unable to find your money order #, any proof of purchase nor any needed form for us to be able to assist you and see if your money order # is applicable for a refund request. Please reply to this request for additional information within the next 48 hours.
  
  
  We need you to please provide the money order #, proof of purchase, print the form attached and fill it out and sign them, once we received the complete documentation, we will proceed with your request. (You do not have to pay any extra fee, please ignore that instruction)
  
  
  Please see all forms of acceptable Proof of purchase next:
   
  The original item or money order
  The original cash register receipt
  Other Money Orders purchased at the same location for the same amount
  Bank statement
  Residents ledger
  Police report
  Lease agreement
  Any sort of contract or agreement verifying the intended purpose of the payment
  An official letter from the store with the following details:
  The customers full name
  The full purchase details: amount, date, Money Order
  An official signature and stamp from the selling location
  
  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 310768392 to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
   
  ****** E
  Executive Resolutions Team
    
  
    

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22811020
  
  I am rejecting this response because: on the same day a representative from Western Union called me, I sent Western Union a copy of the money order, the money order number and the form they requested. 

  Also, I received an email saying they had received the information and were going to proceed with the refund process. 

  Please call me at your earliest convenience at **************. 

  Thank You. 

  Sincerely,
  ******* ***

  Customer Answer

  Date: 02/06/2025

  Mrs. Brittany 

  I sent a letter to your email regarding my complaint against Western Union. 

  The complaint has been resolved, and I was able to obtain the refund for the money order. 

  Thank you for your assistance, and the follow-up. 

  Sincerely 

  ******* ***

• Initial Complaint

  Date:01/14/2025

  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 a money order for 700$ in June ******* landlord threw it away. I have been trying to get it refunded for six months now. One person tells me to call back in ***** hours this had been going on for 5 months then the next person tells me it had been cashed in Sept 2024. I don't know the truth they tell me they will take ***** of the money order I said go ahead. I asked for a cash Pickup since I do not have a address now I lost my place due to this money order .

  Business Response

  Date: 01/15/2025

  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 1/14/2025. In your claim, you mentioned that you need assistance with the refund of your money order ***********.
  
  Please let me know your preferred time for a call or if you prefer a different contact method.
  
  Per our records, we initially received from you through postal mail the refund request form along with the proof of purchase on 9/19/2024. On 09/10/24 the money order had been cashed already. Please find attached the copy of the cashed money order and please let us know if this money order was cashed by your intended payee or if it was altered and cashed by someone else.
  
  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:01/10/2025

  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 was defrauded by a company overseas. They asked me to send money via western union. I contacted ** to retract the funds and the case/complaint had been pending review for two months with no resolution or response. I have called ** multiple times and have asked to speak to management and each time Ive been disconnected. I am a 17 year old kid that works part time and it took me a long time to save up for this money only to be defrauded but the company where I had purchased the items from. I would like to get a resolution on this asap.

  Business Response

  Date: 01/19/2025

  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 January 10, 2025. In your claim, you mentioned that you were defrauded by a company overseas, you contacted Western Union to retract the funds, and that your case has been pending for two months without resolution or response. You have called multiple times and asked to speak to management, but your calls have been disconnected, and you are requesting a refund.
  We appreciate your business and are truly sorry for your experience with our representative. We regularly monitor and evaluate our representatives to ensure were delivering high-quality customer service.
  After reviewing your call(s), we can confirm that Western Unions policies and procedures were properly followed but are exploring additional training options to better handle this in the future.
  Our record shows that upon sending your money transfer you provided a date of birth that indicates you are over 18 years of age. As stated in our terms and condition ************ are intended only for persons 18 years of age or older (or 19 years of age or older in jurisdictions where the age of majority is not 18). Please see ********************************************************************************************
  Our records show that in September 2024, you sent two money transfers from ****** to receivers located in ******. The total send amount is ******** CANADIAN DOLLAR(CAN-CA-CAD)
  Our records show that you started the money transfers with MTCN 026-092-1857 totaling ****** NEW TURKISH LIRA(TRY-TR-TRY) to ********* ******* in ****** on 22-SEP-2024 at 12:48:17 Eastern Standard Time and MTCN 289-471-6811totaling ********* NEW TURKISH LIRA(TRY-TR-TRY) to ***** ****** in ****** on 01-OCT-2024 at 08:29:21 Eastern Standard Time.
  On 23-SEP-2024 at 02:47:03 Eastern Standard Time, a person with identification bearing the name of ********* ******* visited an agent location in ****** ******** to pick up the funds, and on 01-OCT-2024 at 08:45:37 Eastern Standard Time, a person with identification bearing the name of ***** ****** visited an agent location in ****** ******** to pick up the funds.
  Western Union agents require the receivers to provide specific details for the money transfer, including tracking number (MTCN) and valid government-issued photo identification(s) to payout the funds. In the case of this money transfer, the receiver provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result,the agent followed Western Unions policies and procedures and paid out the money transfer.
  Our records show that you have filed a fraud report with Western Union on November 22, 2024, fraud case numbers 299106233.
  Unfortunately, after reviewing the details of your case, we are unable to issue a refund.
  To learn more about fraud protection and #BeFraudSmart, check out our Fraud Awareness page or follow us on our social media channels.
  Were sorry for the inconvenience.
  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.
  
  Happiness O.
  
   
  Please read our Privacy Statement to find out how we process your personal data.
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/22/2025

   
  

  i was scammed. i ordered a product from people and sent money via ** and never received and my claim is further being denied for a reason i really dont know or understand. i sent proof of all this. im 18 in a hard canadian economy and $1400 CAD is a lot of money to me. and this multi billion dollar company cant even help me out when im providing proofs and doing all necessary things to support my claim. please escalate this issue. thank you

   

• Initial Complaint

  Date:01/10/2025

  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 Nov, 3 2024 I purchased (2) money orders from payomatic check cashing services located in the *****, **. (1) in the amount of $1000 (1) in the amount of $413.00. both money orders were pay to the order of (***** MANAGEMENT) who is my landlord. On December 1, 2024 I was notified by my landlord that they never received my rent payments. I immediately contacted western union to have the money orders tracked. The customer service agent confirmed that both money orders were cashed. So on Dec ****** I mailed an additional $30 to western union to provide me with photocopy's of the money orders that are in question, they have not responded to my request. I am a single hardworking mother with an autistic son who I support. my landlord is holding me responsible for the money in question and threatening legal action. so I am contacting your organization to report this matter and to also have it go on record that western union financial services is refusing to assist me in the matter.

  Business Response

  Date: 01/13/2025

  Reference number: *********
   
  Hi *******,
  
  We appreciate your business and are truly sorry for the experience you had with your money order.
  
  Im one of the Executive Resolutions team experts at Western Union who reviewed your claim from 1/10/2025 where you mentioned that you purchased 2 money orders that your landlord claims to never have received the payments of. As a result, you submitted a money order research / cashed money order photocopy request but havent received a response.
  
  Our records show that there were two money orders in question that were presented for payment and cashed. The following money orders were investigated by Western Union:
   
  Money order number: Amount:
  19-658885087 $1,000.00 (USD)
  19-658885088 $413.00 (USD)
  Our records indicate that we received your original money order research inquiry via email / e-form on 12/2/2024, and the completed forms were forwarded to our teams for processing on 12/2/2024. Western Unions Executive Resolution Team processed your money order copies request on 1/13/2025.
  
  We have attached a copy of the money orders for your reference.
  
  After reviewing the Copies of the Cashed Money Orders with your intended payee in case there is no alteration on the Money Orders, please proceed with having them complete one form for each Money Order on the attached document named Intended Payee Forgery (The form DOES NOT need to be notarized) along with the 2nd page of this document which is a form called Acceptance for forgery process. Please note that is one form per money order.
  
  If after reviewing the Copies of the Cashed Money Orders, you consider them to show any alteration on them, please proceed completing the form on the attached document named Purchaser s Affidavit and Acceptance for Forgery Process. (The form DOES NOT need to be notarized and please **** only the statements # 1 and # 3 no matter what the specific circumstances of your scenario are, please only mark #1 and #3) (See image attached for your reference). Please note that is one form per money order.
  
  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 Bank of First Deposit (****).
   
  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(s) before making any inquiries. The average time to resolve a forgery claim is ***** business days from the date that the documentation is accepted and approved. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.
  
  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.
  
  ****** E
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:01/09/2025

  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.

  I sent $200 (transfermoney by Western Union) on Dec 23rd, 2024 to my brother ******** ***** Dost.He went to receive the money, but it was not available to receive. I called Western Union on Christmas Eve to find out why. The customer service at ***************************************** said, I have to downloadthe receiver's ID online and wait one hour or two then call them back.I called ** back after a few hours of sendingthe receiver's ID. The customer service said, I have to wait another 24 to 48 hours untilthe** ************** is not how they advertise it. We were not able to pick it up fordays whatsoever.I had to send money again by another money transfer company on Christmas day, because mybrother (the receiver) needed it.I called 5 times in the past few days and asked to refund my money back.Unfortunately customer service asked for all the informationand after a short time they just hung upon me. I wentto the storeto get the money back. Thestoresaysyou haveto have a refundnumber,but I can'tget anyone on the phone to work and resolvethis issue. I have an online account and it isnot allowing me to request a refund. Not sure what to do now. It is very frustrating and very *************** is definitely not what they claim such as: " Send money, available for pickup in minutes!!"Also, their customer service is not willing to completethe task and do not do theirjobs properly.I want my money back.

  Business Response

  Date: 01/12/2025

  Reference number: 309563079

  
  Hi Wagma, 

  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 urgently requesting the refund of MTCN 102-707-2671 and also you expressed your dissatisfaction with the customer service received by our customer service representatives.

  As discussed over the phone, please note that all the interactions that you had with our customer service representatives are 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.

  We also wanted to thank you for confirming that you were able to successfully collect the refund.

  To help make things right and thank you for using Western Union we want to offer you 4 promotional codes for 4 zero-fee money transfers.

  Q6301-186928246 Expire 12/31/2025
  Q6301-285417129 Expire 12/31/2025
  Q6301-080259693 Expire 12/31/2025
  Q6301-180297770 Expire 12/31/2025
  
  The promotional codes must be entered exactly as displayed, dash included. They  can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the codes at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.

  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 309563079 to connect with me directly.

  Thanks for being a valued Western Union customer.

  *******, M.
  Executive ************************ Team
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 01/12/2025

   
  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:01/08/2025

  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.

  I issued a money order to my landlord on December 1, 2024. His bank told him there was an issue with the money order and they would not be able to process it. I requested a refund on December 11th. Initially ** denied the refund request, upon contacting them again, they verified the check had not been cashed and they approved a refund request. I was informed they would issue be a refund in 10 days. 10 days is well past and upon further contacting ** they told me they would reach out to me in two days times. ** emailed me and told me to submit another refund request. I have been unable to speak to someone at the disbursement department and ** employees say they can not speak with their disbursement department either. Every time I call ** its a *************************************************************************** with answers. I still do not have any answers. ** says they have verified the check has not been cashed but will not refund the money. I simply want my money back, there are many forums online where people state ** regularly withholds refunds and ** holds money from people unless you make multiple efforts to contact them. It seems ** is not concerned about refunding the money and their customer service team is the worst I have ever dealt with.

  Business Response

  Date: 01/12/2025

  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 01/09/2025 entered through the Better Business Bureau (BBB) portal, where you mentioned that you tried to cash MO# *********** and you were told that this Money Order did not exist/the sale was not reported to Western Union, so you submitted a refund request to receive the funds via cash pick up but have not received an update yet.

  
  Please note that we To help make things right and thank you for using Western Union, weve sent ******* USD your way on 01/12/2025. To pick up your funds, please visit any Western Union agent location in ********, ************* with the tracking number (MTCN) below 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:******** ******
  MTCN: ************ 

  
  We are deeply sorry for the inconvenience and delay in handling this matter. We hope youll give us a second chance to win back your trust, and we want to offer you some promotional codes for future zero-fee money transfers. These have been sent to you via a separate email per privacy purposes.

  
  The promotional code must be entered exactly as displayed; dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.

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

  
  

  Customer Answer

  Date: 01/13/2025

   
  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,
  
  ******** ******