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

Customer Complaints Summary

947 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.

Initial Complaint
Date:01/02/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a money order in July. This was not used so I went through the refund steps through the western union website. After 14 phone calls and 3 months of back and forth, I have still yet to receive my refund. I've had 3 cases open, no follow up and now 4 months later have been told to resumit my refund request. This is absurd. It's literally MY money.
Business Response
Date: 01/05/2025
Reference number: 308284380
Hi **********,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau. In your claim, you mentioned that you haven't received a resolution from the refund request of Money Order ***********.
Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.
Weve refunded your Money Order ***********, on Jan/05/2025. When collecting your refund, please provide the following details:

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

To help make things right and thank you for using Western Union, weve sent ***** USD your way. When collecting your funds, please provide the following details:
Sender: Western Union Customer Care
Receiver: ********** ********
MTCN: ************
Amount: ***** 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.

MONEYTREE #**
**************************************************************************************
001 - **********

CHECK CITY #N-910
********************************************************************************
001 - **********

ADVANCE AMERICA #*****
********************************************
001 - **********

******* #***
**************************************************************************************
001 - **********

CHECK CITY #N-920
**************************************************************************************
001 - **********

CHECK CITY #N-23
***************************************************************************
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 308284380 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: 01/05/2025

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:01/02/2025
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.
As the purchaser: Bought a Western Union money order from ******* on June 19, ********** Order Number: *********** Money order sent on the **** system on June 20, 2024. Money order was never received by the receiver. ****** formally requested on July 1st, 2024.Western Union said they mailed the refund on July 29, 2024.Refund has never been received.Tried 3 times to resolve. Had 2 case numbers: OLD: *********; NEW: ********* Every time, the answer I get is that they will let me know the status next day over email. Never received a refund or a clear explanation of what is to be done.
Business Response
Date: 01/03/2025
Reference number: *********

Hi Waldo,

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 1/2/2025. In your claim, you mentioned that you did not receive a refund of your Money order to date. You are asking for assistance.
Our records show that the following money order(s) were reported as lost on 9/16/2024:
Money order number: Money order amount:
22059844551 100.00 USD

We received your original money order refund request via email on 9/16/2024 and our team processed your request on 11/21/2024 Western Union issued refund check(s) on 11/21/2024 with the following check number(s):
Check number: Check amount:
81-006356796 ***** USD

The refund check was sent to the mailing address you provided in your request.

Please be advised that Western Union processed a refund on 1/3/2025 in the amount of ***** USD with the tracking number (MTCN) XXX-XXX-3649.Your refund is available for pickup at any Western Union agent location in **,**************
Please note that due to the security reasons a separate email was sent with the tracking number details to the email address provided in your request.
Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cannot claim this refund within 30 days from the date it was issued, you will need to contact us at the number referenced below to get a new MTCN.
If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

Thanks for being a valued Western Union customer.

Julija R.

Customer Answer
Date: 01/05/2025
The business responded and the answer is acceptable. Refund was issued as requested.

Thank you for your assistance.

Regards,

***** *********
Initial Complaint
Date:01/01/2025
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 purchased MO 22-073522085 11 days ago on December 21, 2024 from ******* #****. I have been trying ever since to get a refund but ******* continues to tell me they are unable to process one & that I need to contact Western Union who charged a ludicrous fee of $15 just for a refund. Its literally cheaper just to cash it. This feels like racketeering due to the simple fact there is NO reason for ******* not to be able to refund my MO, including the $1 fee I paid. This is the first and the last time Ill ever do business with scammers hiding behind their shady & unscrupulous business processes.
Business Response
Date: 01/04/2025
Reference number: *********

Hi Shamur,

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 01/02/2024 where you mentioned that you requested a refund of Money Order # *********** to *******, where you bought it, but you were advised he had to handle it with Western Union directly.

Please note that we have received confirmation from our Retail Money Orders team that theyve sent ***** USD your way on 01/03/2024. We have also created an additional amount of 6.00 USD to compensate for the fees deducted from the Money Order full amount. To pick up your funds, please visit any Western Union agent location in with the tracking numbers (MTCNs) 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: 040-691-6188 | ***** USD
MTCN: 930-160-5754 | 6.00 USD

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

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

Thanks for being a valued Western Union customer.

Sincerely,

****** *.
Executive Resolutions Team

Customer Answer
Date: 01/04/2025

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:12/30/2024
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.
Have been asking for a Refund check delivered to my address.On 12/05 ******** opened a case for the refund: number *********. Then on 12/13 ****** told me that the check had been processed on 12/07 and was mailed to my address so give it about 5 to 7 days. Called again on 12/20 and ******** told me that they were working days not calendar days and would probably receive it by 12/27. Today 12/30 called once again and now ***** told me that the transaction was under review.
Business Response
Date: 01/04/2025
Hi ********,

I hope this message finds you well.

I am writing to update you regarding your refund request. We have received confirmation that your refund was processed today . Please note that it will take from 3 to 5 business days for your financial institution to credit the funds to your account.

If you have any concerns or require further clarification, I recommend reaching out to your bank directly, as they will be able to provide more specific details regarding the crediting process.

We're sorry for any disruptions you had while using our services. We're looking into the matter and taking steps to stop it from happening again. Thanks for your patience and understanding.

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:12/28/2024
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 use Western Union extensively to send money for goods and services. I have even used to to send myself money. I live 9 months out of the year abroad; and their services are paramount to my daily life. One of my recent transactions was to a party who didnt provide the service I paid for, and I contacted WesternUnion explaining the situation to them, so that this person couldnt use their service to exploit others. I know there is an inherit risk when I use WesternUnion. I accept that risk every time I use their service. But me trying to do the right thing has now made me not able to use their services. The app no longer lets me send money and they said I could do it in person but the same result. How is it fair that someone else used WesternUnion nefariously and Im the one being punished? I didnt do anything against their policy but they have banned from using their services. Its not fair and prejudicial. I have tried to resolve this with them. But they only have a way to deal with this pointing one direction messages where I cant even respond. I didnt do a charge back and even when I told them what happened I told them I accept the loss and I dont as telling them as informative only. They can say their policy allows them to choose who they service but I broke NONE of their terms of service so they are being discriminatory and I request communication with them and a solution.
Business Response
Date: 01/02/2025
Reference number: 307164429

Hi ******,

Thanks for your patience while we looked into the details of your request.

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 12/29/2024. In your claim, you mentioned that you were disallowed to use Western Union services. You are asking for assistance.

To help us complete our review process, please reply to this email within 48 hours with the following details:

Explain in detail the relationship and purpose of the transactions sent to: ******** Esneider ********** *****, ****** ****** ***** *******, *** ********* ****** ****, ******** ******* ******** *******, ***** ****** **** Cabativa, **** ********* Rianos *********, Jibeth ******* ***** ********, ***** ****** ***** ********, ******* ****** ***** *********, all located in ********, and *********************** located in ********
Please explain how you met the above individuals?
Please provide documents that proof the relationship with the above counterparties: (e.g. photos, travel itinerary, marriage certificate, employment contract).

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 307164429 to connect with me directly.

Thanks for being a valued Western Union customer.

Julija R.

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 01/03/2025

Complaint: 22739924

I am rejecting this response because:
It is not any of Western Union's business the relationship to people that include friends, family, my lawyer and my employees. I will not provide confidential correspondences, especially that involving my attorney and employees and mandating that is a violation of my rights and violation of law. Especially by abroad representatives.

Sincerely,

****** *********
Business Response
Date: 01/18/2025
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 reviewed your claim from January 17th where you mentioned that you would like to keep using our services.

While we understand it may not be the answer you were hoping for, we have performed a thorough review of your money transfers and were unable to complete them.

We understand the importance of our services to you, and are truly sorry for the difficulties and inconvenience you have experienced that has led you to believe there is a bias involved in our decision-making process.We want to assure you that's not the case.

We have system controls in place to understand how our services are used so that we can better protect our customers and their money transfers. There are limits on what information we can share about this process, but please know that this decision was made after a careful evaluation of your case. Also, please keep in mind all money transfers are reviewed individually, and a previous decision to decline a specific money transfer may not prevent you from using our services in the future.

Furthermore, we would like to remind you that we are unable to move forward with your request or our investigation without the additional information we requested on December 31st. This information is essential for us to properly assess your case and take the necessary steps toward a resolution.

Without the required details, we are unable to proceed.However, if you provide the requested information, we will promptly create a new case for you to ensure a proper and thorough review.

Please submit the necessary documents as soon as possible to avoid further delays.

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

Max C
Executive Resolutions Team

Customer Answer
Date: 01/29/2025
Please reopen this case I was trying to formulate a good response and I had gotten sick. The reality is they contacted me directly and they sent me the same message that they sent through your platform and I had already answered them on the personal level and yet they sent the same message through here as if my response wouldve changed.

They are asking for confidential information and I think that should be addressed. Theyre wanting detailed messages and correspondences between me and my lawyer and employees that I pay using their platform.

I think that is something very erroneous and I think it should be addressed properly by them.
Initial Complaint
Date:12/27/2024
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 am writing to request your assistance in resolving an issue with H3838***336343337H H3432333937***3373835H regarding a refund for a money transfer. I have made multiple attempts to resolve this matter directly with H3838***336343337H H3432333937***3373835H through their internal channels, but have been unsuccessful in obtaining my refund.On November 13, 2024, I initiated an online money transfer MTCN ********** amounting USD ****** through H3838***336343337H H3432333937***3373835H Mobile App. I use this platform regularly and haven't had any major issues until the last transfer. The recipient never got the money because the receivers bank account number was incorrect. Its a non-existent account so there is no matching record in the bank to accept the charge from H3838***336343337H H3432333937***3373835H so the fund will bounce back to H3838***336343337H H3432333937***3373835H.I called H3838***336343337H H3432333937***3373835H for research inquiry, trace of fund and refund many times in November and December 2024. Following are case numbers H3838***336343337H H3432333937***3373835H has created however there is no single and definite resolution for every case since the initial ticket was raised. Case # **** ***** November 2024 Case # *** 278 812 November 2024 Case # *** 579 645 - December 7, 2024 Case # *** 809 760 December 14, 2024 Case # *** 832 683 December 27, 2024 Every time I call and follow up to the customer service, the representatives will just keep raising new tickets so it can be escalated and can be routed to the correct department they were however it seemed like its just going around. I cannot afford to lose my hard-earned money. I needed a refund.
Business Response
Date: 01/05/2025
Reference number: 307163731

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 (complaint date).

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.

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 307163731 to connect with me directly.

Thank you for your patience and understanding.

Sincerely,

****** E
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/24/2024
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.
In July 2024, I filed a claim with Western Union online. A money order in the amount of $200.00 had been partially destroyed by accident of a post office person. I wanted to get a new money order. In August 2024, as I hadn't received an answer, I called Western Union. They now advised me I had to mail the physically destroyed money order. So I mailed that to them along with the torn envelope as well as a note by the postman apologizing for the mishap. I called in September about the status of my claim and when I was to receive a new money order. The answer was something of the sort of "Yes, we received your documents, but there is no status of the claim." I called again in October and got the same answer.All I'm seeking is a new money order in the amount of $200.00 because the original was partially destroyed and non-cashable. In November 2024, I wrote to Western Union advising that I'm filing a complaint with them (in my letter). I have not received any response whatsoever to this date.
Business Response
Date: 12/28/2024
Reference number: *********

Hi *****,

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

We have created 2 tracking numbers(MTCN) to refund you the full amount of the money order.

Tracking numbers(MTCN) ************ for 185 USD
Tracking numbers(MTCN) ************ for 15 USD (Fees)

Both transactions are available for pick up. To collect them you should bring your government-issued ID and tracking numbers (MTCN) to a nearby agent location.

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

Customer Answer
Date: 12/30/2024

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:12/23/2024
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.
On August 23, 2024, I purchased a money order for the amount of $584.38 from Western Union. I was informed that the money order had not been cashed and therefore lost. On September 29, I filed a return receipt form in the mail in order to receive a reimbursement. After spending several phone calls with Western Union, I was indicated to file the return claim again via online. Supposedly, I was to receive a case number regarding my claim via email. To this date, I have not received any such number. The only number I obtained was a verification of reimbursement status number: *********. On December 4, during a phone call, I was told that my refund would arrive before 20 days in the form of a mailed money order. As of a recent call, no further information has been updated in my account and there is no date as to when I will receive my refund money order. I am asking that I be told when I will receive my refund and to have it mailed to my address. The number of the money order is: ***********
Business Response
Date: 12/27/2024
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 12/24/2024 where you mentioned that you need assistance with the refund of your money order 19667070902.

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

After thoroughly reviewing the details, we have confirmed that the refund was issued back to the selling agent location, Western Union cannot issue a refund anymore since the funds were sent back to the location from which this MO was sold.Please go to the agent location to obtain your funds back directly from them.

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.

Please let me know your preferred time for a call or if you prefer a different contact method.

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: 12/27/2024

Complaint: 22724627

I am rejecting this response because I have yet to receive the refund from the agency as instructed by Western Union. The agency did not have any idea about the refund or the transaction that was involved. They took my number and said they would "investigate" Until I receive my refund, I will consider this matter unresolved.

Sincerely,

***** ****
Initial Complaint
Date:12/23/2024
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 was sent a western union transfer#********** by my credit union at my request for ************** last Thursday 12/12/24. To my surprise a process that should have been an hour at max has as of today 12/12/24 not been completed. I gave been given multiple excuses and a run around. The credit union asked for a refund to be given back to them on 12/18/24 that did not occur. Instead they where assures i could pick it up on 12/19/24. When none of this had occurred because according to western union there was a glitch. They issued a refund for a walk in pickup #********** instead of a transfer of funds to the credit union. This cluster of events continues as of today now with a case # ********* Again this my money, my license has been verified as of 12/13/24 yet still no resolution. This is again my ************** money set aside for christmas... it is total nonsense, unprofessional and in my eyes criminal... I simply want my money
Business Response
Date: 12/26/2024
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 12/24/2024. In your claim, you mentioned that you were sent the transfer MTCN ********** for *************** additionally, the transaction was refunded as a cash pick up to your sender Credit Union.

Please let me know your preferred time for a call or if you prefer a different contact method.

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 transfer was not on hold, but we did required you to provide a government-issued photo ID at the location when collecting the funds. This step was necessary to make sure the transfer is paid to the right person.

Please keep in mind that sometimes the verification process may take up to 15 minutes to complete. While this may cause a brief delay, its important to ensure the security of your transfer and protect your money.

To learn more, please see our Terms and Conditions. Also,remember that each money transfer is reviewed individually, and previous decisions to approve or decline a transfer may not apply to future transfers.

We do understand that the transfer was not handled properly and we truly apologize about this situation. We are glad to inform you that the money has been refunded properly to your sender and it could take from 3 to 5 business days to re reflected in your senders account. You can contact them to ask them to resend the transaction to you once the refund has been received.

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:12/20/2024
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 brought a money order September 20th 2024 $315 for my rent i mailed it off to my rent office.. the rent office said they never received it i reached out to western union on October 16th 2024 asking if they can tell me if **** when it was cashed they told me they records show it was cashed an in order to tell me who cashed it an where I had to send them $15 an a copy of the money order receipt... I sent them the info on October 16th 2024 the responded October 23 2024 telling me the money was cash an I couldn't get a refund I then called them again on October 23rd, 2023 asking why the information I was supposed to receive didn't come they then told me that the $15 was to tell me if it was cashed I explained that when I sent the 15 I was told I would find out who cashed it.. they said no that was just to tell me if it was cashed I told them that's not what was told.. I was then told I had to go online print out a paper sign an send another 15 just to trace it to see who cashed it.. 30 dollars to find out who they allowed to cash a money order that was addressed to my rent office is crazy.. they was supposed to escalate the claim an never did now I'm out $330 an they want another 15 instead of standing by they word that the 15$ i sent would tell me who cashed the money order
Business Response
Date: 12/24/2024
Reference number: 305339195

Hi Jonei,

I hope this email finds you well.

Thank you for sharing the required documents, in case anything else is needed we will let you know.

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 45 days. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.

We sincerely appreciate your patience and cooperation in resolving this matter.

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 305339195 to connect with me directly.
Thanks for being a valued Western Union customer and happy holidays!

Sincerely,
*******, M.
Executive Resolutions Team

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