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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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    Customer Complaints Summary

    • 948 total complaints in the last 3 years.
    • 400 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:01/08/2025

      Type:Customer Service 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.
      **************** is unhelpful and almost seems like they do everything they can to make it impossible to resolve an issue I NEEDED to make a payment using their system but when it failed I called, got redirected twice back to the automated system, hung up on, redirected three more times, told to use the app then hung up on, and after talking with a manager it is excessively clear they do not want to actually try to help you but continue giving the same useless answers swearing all the fault is on you or your bank these people hold zero accountability and DO NOT deserve business of any kind to anyone sealing to send money or collect through this business I implore you to find another company with actual values to help a customer.

      Business Response

      Date: 01/13/2025

      Reference number: 309562109

      Hi ********, 

      I hope all is well.

      I'm very sorry to hear about your experience and appreciate your feedback. We're using it as an opportunity to improve our service, so things go smoothly the next time around. We value you as a customer and we want to retain your **********************, we hope you can give us an opportunity regain your trust and make things right.

      Additionally, please note that all the interactions that you had with our customer service representatives are being 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.

      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 309562109 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:01/08/2025

      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 November 21st, my 96 year old grandfather who lives in ***********, ** bought a $100 money order from Western Union in the *********** grocery store on **************** in ***************. He mailed the money order to me in *************. I went to ******** to cash the money order and it was denied. I called **** hotline to find out why the money order was denied. ** hotline revealed that the money order was never reported as sold. My grandfather went to ** in S&S grocery store with his receipt and they told him they couldn't help him (even though this is basically STEALING from him) and told him to go online to complete a refund request. My 96 year old grandfather doesn't have internet nor would he be able to accomplish such a task. Already ** isn't inclusive of their customers in their processes. After MULTIPLE phone calls over SEVERAL days and weeks I spoke to **,& an agent told me on Dec 19th to submit the refund request form (Case #*********). I've spoken to ** 3 times since then and they cannot help me. Every time I call I get different ************** What's worse about this is that ** is going to take $15 dollars out of this refund if I ever get it. This is completely unacceptable. I called the ** at the S&S and they refused to speak with me over the phone about the money order and they refused to even give out the Agent number and told me they couldn't help me unless I come into the store. I live out of that state. Today, I got an email from ** that told me to submit a refund request. Why the h*** am I getting a email to submit a refund request when I have already submitted one & I have a case number? The complete and total lack of organization is unfathomable. ** is stealing my grandfather's money, they can't give me accurate info, one agent told me I can't get the refund b/c I'm not the purchaser, but other agents say that I can & that I am allowed to submit this refund. My grandfather is not going to be able to do it. I want the refund now. This is FRAUD.

      Business Response

      Date: 01/18/2025

      Reference number: 309552766
       

      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.

      We are still reviewing your claim and I will share the findings of our investigation directly with you by email within the next 48 hours.


      Thank you for your patience and understanding. 


      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 309552766 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: 01/20/2025

       
      Complaint: 22785739

      I am rejecting this response because: This isn't a email that resolves anything. They keep telling me they are investigating but they never resolve this. They have been "investigating" for over a month now.

      Sincerely,

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

      Customer Answer

      Date: 01/27/2025

      Good Afternoon,

       

      This is issue is now resolved. Western Union issued a full refund and I was able to pick it up from a nearby location. I still strongly urge Western Union to stop issuing Money orders since none of their locations cash them anymore. I will still never use their services ever again.

       

      Thank you,

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

    • Initial Complaint

      Date:01/08/2025

      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.
      CLAIM #WUU-700070133

      Business Response

      Date: 01/17/2025

      Reference number: 309556301

       Hi ******,

      Please know that we concluded our investigation. 

      We received your claim and are truly sorry to hear that you were affected by fraud while sending money through Western Union. We further understand that you are aware of the Western Unions settlement with the **** Department of ************* and **** ************************ (***) and request a full refund of your money transfer(s).

      Western Union entered into a Deferred Prosecution Agreement (DPA) with the *** and FTC in January 2017, resolving previously disclosed investigations. By this agreement, the company simultaneously resolved, without any additional payment or non-monetary obligations, potential claims by the ************************* Financial Crimes Enforcement Network (FinCEN).

      The investigations focused primarily on our oversight of certain agents and whether our anti-fraud programs and anti-money laundering controls were adequate to prevent misconduct by those agents and third parties. The conduct at issue mainly occurred from 2004 to 2012.

      According to the terms of the settlements reached between Western Union, the ***, and other United States government agencies, persons fraudulently induced to send money transfers via Western Union can seek reimbursement for their loss.

      The *** hired ******* and ******* to serve as the claims administrator for the Western Union remission process.

      The deadline to submit Petitions for Remission was December 31, 2022. However, the ***, in conjunction with the *************************************** (*****) and *******, the claims administrator, continues to review Petitions for Remission and Reconsideration Request forms from potential victims of the Western Union fraud and anticipates authorizing compensation for the remaining eligible victims by the end of the year.

      Please visit the Western Union Remission website or call the claims administrator at ***************** for updates on the process, details on victim eligibility, and instructions on filing a Petition for Remission. You can also submit your questions to ***************************************************************************************************************************.

      Thank you,

      *******, M.


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


    • Initial Complaint

      Date:01/08/2025

      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.
      I requested an refund check in October 2024 due to recipient not receiving money order. The check was sent was my partial last name. ***** will not cash without my full name.I have attempted numerous times to get western union to reissue my refund check with the correct name. They have not reissued the check and I continue to contact them and submit cases with no resolution.

      Business Response

      Date: 01/09/2025

      Reference number: *********
       
      Hi *********,

      We are glad to let you know that we have reached a resolution to your claim and would like to share it next:

      I understand that your preference was to have the check re-issued with the complete / correct name, please do not think we overlooked it, we just thought the method described below was the fastest one to expedite resolution for you, please let us know if you agree with cash pick up in person as instructed below or if you still would like to have checks sent for these (As per **** regular delivery tome frame it may take 10 - 15 business days for the checks to be delivered to your addrress **************************************)

      To help make things right and thank you for using Western Union, weve sent $76.00 and $5.00 your way on 1/9/2024. To pick up your funds, please visit any of the below suggested Western Union agent locations in ******* with the tracking numbers / Money Transfer Control Numbers MTCN 930-160-7991 ($76.00) and MTCN ************ ($5.00) 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 Service
      Receiver: ********* *********
      List of suggested Western Union Agent Locations to collect your refunds at:

      WALGREENS #****
      *********************************************************************************************************
      Phone # **********

      PUBLIX #****
      *****************************************************************
      Phone # **********

      REGIONS #****
      *****************************************************************************************************
      Phone # **********

      BIG Z FOOD MART
      **************************************
      Phone # **********

      COLLEGE PARK CHECK CASH
      *****************************************************************************************************
      Phone # **********

      Thanks for being a valued Western Union customer.

      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
      Executive Resolutions Team

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

      Customer Answer

      Date: 01/09/2025

       
      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:01/07/2025

      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 purchased a money order back in August 2024 for my daughters volleyball club. I called the club to see if the money order was received. They informed me that the money order had not been received. I contacted Western Union requested a refund and it has been since October 2024 since I have been waiting for the refund. They have given me several case number and stated theyre working on a refund. It does not take two months to issue a refund. When I went to get a refund for the money order they stated that **** is not valid.

      Business Response

      Date: 01/08/2025

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

      Hi Jasmine,

      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 01/07/25.  In your claim, you mentioned that you need assistance with the refund of the money order *********** for 589 USD.

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

      After thoroughly reviewing the details, we have confirmed that you provided all the required documentation both the online refund request form and the proof of purchase. Per our records, the money order *********** was cashed on 11/14/24. Please find attached the copy of your cashed money order.

      If you consider that this money order was altered or forged; please fill out the purchaser affidavit form attached to this email. Please note that the forgery claim form doesnt need to be notarized anymore even though the form requests it to be notarized. Please fill out the form entirely and send it back so we can start a forgery claim if you consider that this money order was stolen and altered by someone else.

      We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

      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:01/06/2025

      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.
      Date of transaction: 12/18/24 Amount of $ paid: $100 Western Union promised and advertised that bank transfers are immediately done I checked today, 12/21/24 and the money has not been transferred.They told me they dont have an estimated time but that they would escalate the issue. I asked for a refund and they told me the same.The advertisement is on their website. They locked my online account too.

      Business Response

      Date: 01/10/2025

      Reference number: 308845495
       
      Hi ********,

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

      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.

      Weve fully refunded your money transfer and fees to your account on 12/25/2024. These refunds may take up to 7 business days to show in your account, depending on your bank; however, since you have not received your funds, we investigated further and can confirm that the funds were refunded on 12/25/2024. We were provided with a tracking number ARN *********************** for your bank to locate the funds. If after reviewing with your bank, they cannot locate the funds, we have sent instructions to the email provided in your claim.

      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 308845495 to connect with me directly.

      Thanks for being a valued Western Union customer.

      ***** J

       
      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,

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

    • Initial Complaint

      Date:01/06/2025

      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 purchased a money order in the amount of $575.00 on 8/3/2024 and mailed to landlord for August 2024 rent. The money order was not received so i contacted Western Union and followed the instruction to file for a refund request. I had to wait 31 days to receive this refund check in the mail in the amount of $560.00 as they charged me for processing fees. Upon receiving I was unable to cash the check at numerous Western Union locations as well as check cashing locations in my area. The check was drawn off of **************** and they could not cash said refund check. I could not cash this check to my online banking account. I went to numerous banks that were unable to cash the check unless I opened an account with them.I have had numerous escalations created with Western Union to obtain resolve, including one of the many escalations with ID ********* that promised I would receive a replacement check within 3-5 business days due to my experiencing such issue. That was on 11/5/24 and i have yet to receive. I contacted Western Union again on 12/20/24 only to receive a new escalation ID ********* and that it would take time for the money order team to get back to me. I asked to speak to a supervisor who stated there was nothing else that could be done. I asked to speak to someone above him to be met with resistance. This is egregious and unacceptable. I informed this supervisor that I am not trusting these escalations any longer because when I provide the *** I am told that they are not on record or can't be found. I informed the supervisor that I would be contacting corporate as well as the Better Business Bureau. This is horrendous business practice, especially from one that handles monetary transactions. I put my trust in the documentation of having money orders for payments, such as rent. This has caused angst, aggravation beyond belief and all for requesting my money back...from August 2024!!

      Business Response

      Date: 01/09/2025

      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 the complaint at the BBB website while we try to get a response from you. Please help us by replying to this email with the following details:
      Can you please confirm if you would prefer receiving a Money Transfer Control Number(MTCN) which would be a regular Western Union transfer in which Western Union would appear as the sender and you as the receiver, you could take this tracking number and your ID to the nearest Western Union location and would be given the money immediately in cash. Additionally, I would like to issue an additional MTCN to provide you the refund of the 15 USD processing fee that were deducted from the Money order refund due to this inconvenience that you have faced.

      The reason why the check is not being accepted by a check cashing location is because you need to deposited to a bank account you owe. For this reason,please let us know if you would prefer the funds to be returned as 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 being a valued Western Union customer.

      Sincerely,
      ***** G
      Executive Resolutions Team

    • Initial Complaint

      Date:01/05/2025

      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.
      I made a transfer with ** on the 01-05-2025 13:00:23 ET with MTCN **********. I wanted to change the payout method to transfer to bank account and I keopt getting the error We're sorry,we couldn't send this transfer to your receiver's bank account.They can still pick up cash at an agent location. [C7777] [R1114]Customer care couldnt find a solution and i couldnt also chenge the receiver info.. so far my money is in the hanging.I want to be able to change my payout method to bank account and ** refused me

      Business Response

      Date: 01/09/2025

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

      Hi ******,

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

      After thoroughly reviewing the details, we have confirmed that the transaction is not meeting some requirements in order to have the transaction delivery service changed.

      We requested the bank account details of your payee as an attempt to bypass this requirements but our internal support teams claim that due to system limitations the service cannot be changed. 

      We suggest you to cancel the transfer through the self-service option in the website, or please reply to this email confirming if you would like us to cancel your transfer so you can resend a fresh transfer selecting the direct to bank service instead of money in minutes.

      We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

      We hope youll give us a second chance to win back your trust. To help make things right, we want to offer you two promotional codes for two zero-fee money transfers.

      Promo code: Q6301- xxxxx0895. Expiration date: 12/31/25

      Promo code: Q6301- xxxxx0903. Expiration date: 12/31/25

      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,
      ***** G
      Executive Resolutions Team

      Customer Answer

      Date: 01/11/2025

       
      Complaint: 22771446

      I am rejecting this response because: Western union canceled the transaction without my notice and then issued me a refund through MTCN because my bank has disabled the card i previously used for the transaction. I am not in the state currently. so i cannot pickup the money. i would request western union to redirect the money to ********

      Receiver name is.. first name.. ********

      Middle name.. *********

      Last name.. *****

      Sincerely,

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

      Business Response

      Date: 01/23/2025

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

      Hi ******,



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



      Please note that the refund must be collected by you, as you are the original sender of the money transfers, we are unable to issue the refund under another person's name. Additionally, refunds are issued to the location where the money transfer was originally recorded at, nevertheless, we can assist you in change the destination of your refund, so you can collect it at your current location, however, we will require additional documentation proving that you are abroad, such as, travel itinerary, flight tickets, etc., so we can validate internally if the change is feasible.  


      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,

      ****** E
      Executive Resolutions Team

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

    • Initial Complaint

      Date:01/04/2025

      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.
      My money order got stolen few months ago for my rent from leasing office. Since that I am asking for my refund but the are not doing it I got half of it but 1000 is missing.

      Business Response

      Date: 01/07/2025

      Reference number: 308556716
       
      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 1/6/2025. In your claim, you mentioned that you previously purchased a money order which was lost or stolen. As a result, you submitted a money order refund request but havent received a refund. You are asking for assistance.

      The outcome of the investigation shows that the money order was presented for payment and cashed. The following money order was investigated by Western Union:

      Money order number:

      22060321193 totaling 1000 USD was paid on 8/6/2024.

      Western Union processed your money orders copies request on 1/7/2024. We have attached the copy of the money order for your reference in the email that was sent to email address provided in the request.


      Please be advised that if you did not fill out the Money Order the bank who deposited the Money Order will not accept a forgery claim as there would be no visible alteration to the Money Order and they would not be at fault. You must ensure to always fill out your Money Order as losing a blank Money Order is like losing cash. It is considered a breach of the purchasers agreement on the back of the MO.


      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 308556716 to connect with me directly.

      Thanks for being a valued Western Union customer.

      Julija R.

      Executive Resolutions Team

    • Initial Complaint

      Date:01/02/2025

      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.
      23 August 2024- I purchased a Western Union money order from ******* in ********** in the amount of $118.75 for ****************** title fees. I learned the *** lost this money order around 18 Oct and called to check the status. After confirming it wasn't stolen, I went online to complete a money order refund request per the automated instructions received over the phone. I never got an email confirming my request was being processed and called to follow up, the gentleman told me to wait one more day. I waited over the weekend and called back Monday; I was then asked to provide all of the information that I entered online over the phone again and told to wait 24-48hrs. When nothing transpired I called again, was asked all the same information again, and was told to wait...again.Still no confirmation and I called again, spoke with a gentleman named ******* who was pretty knowledgeable. He explained the whole process takes about a month, informed me that my refund request never actually processed online, that there's a known issue with the online form and that he would properly escalate this...again. We're now in November.I called again on 5 December 2024 and this time I'm instructed to email a picture of my MO receipt to ************************************************** and reference case #********. Again, I hear nothing back from anyone.I call back again, provide my case number and I'm told once again that there hasn't been any updates to my case. I've been told this literally every time I've called over the past 3 months, so I ask to speak to whoever this case has been escalated to, upon which I'm told that this team doesn't have phones and can only be reached via email and that all he can do is follow up with them himself.The can has been kicked down the road at every opportunity and I feel like this is being done intentionally so that I either forget about getting my refund or give up.

      Business Response

      Date: 01/06/2025

      Reference number: 308285624

      Hi *******, 


      I hope this email finds you well.

      Weve fully refunded your Money Order ***********, on Jan/06/2025. When collecting your refund, please provide the following details:

      Sender: Western Union Customer Care
      Receiver: ******* *****
      MTCN:  ************
      Amount: 118.75 USD

      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.

      Please visit one of these nearby locations to pick up your funds. You can also check the Find locations section on our website to find other agent locations near you, and confirm their business hours and contact information.


      MARTINS FOOD MARKET #****
      *************************************************************************
      001 - **********


      STOP AND SHOP
      *********************************************************************************
      001 - **********


      MARTINS FOOD MARKET #****
      ***********************************************************************************************
      001 - **********


      **************
      *****************************************************************************
      001 - **********


      DALE'S GROCERY
      *****************************************************************************
      001 - **********


      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 308285624 to connect with me directly.


      Thanks for being a valued Western Union customer.

      Sincerely, 


      Melanny, M.
      Executive Resolutions Team






      Customer Answer

      Date: 01/09/2025

       
      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,

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

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