Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

944 total complaints in the last 3 years.
398 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:12/11/2024
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 Decemer 9th I went to Tops Grocery Store in ********, ** and sent a Western Union Money Order. It was sent to a ****** ******, but it should have gone to Top Titan PO Box ******, *********************. On the paper work I have, it just has her name and FL, but no address is shown. Which makes no sense to me. The tracking # is ************. When I track the number, it says funds available but has not reached the destination yet. I think it's because it only has a name and FL on it. I don't have a serial number, because it was not put on my receipt, I only have the tracking number.
Business Response
Date: 12/18/2024
Reference number: 303294613

Hi *******,

I hope all is well.

As requested, weve fully refunded your money transfer ************ to your bank account, totaling ******** USD on Dec/17/2024. 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.

For your reference, the refund has been processed under MTCN (Money Transfer Control Number) ************.

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 303294613 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:12/09/2024
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 purchased a money order from ******* on 09/01/2024 in the amount of $1000.00. Money order number ***********. ** 09/13/24, the person I paid this money order informed me that ***** Fargo returned it as "Refer to Maker". ** 09/14/24, I emailed a refund request to ************************************************** as directed by one of Western Unions ***s. ** 09/23/2024, I decided to call and check for an update. The *** told me I was supposed to have filed the refund request electronically. So, I did. I was told it could take 30 days, so I waited but would constantly call for updates. ** 10/24/24, I received a letter about the refund and called Western Union for further information. The *** ****** #***) I talked to stated that I needed to submit a $15.00 money order fee. I purchased a $15.00 money order (#***********) on 10/27/2024 and had it mailed **** with tracking number *********************. Tracking website shows that this was delivered on 11/14/2024 to the front desk at 9:18 am. Upon checking today, 12/04/2024, this money order has been cashed. However, I still have no resolution or refund on my $1000.00. This money order was purchased to pay rent for 09/01/2024. I am now at jeopardy of being evicted because of the length of time this has taken. I was told that I would be getting an email with a number to take to a Western Union location to pick up a wire but am also still being questioned if I sent the $15.00 fee, which has already been cashed. I have photo copies of everything and willing to provide. At this point, I am risk of losing so much more than just $1000.00, because the possibility of being evicted with two kids. I am being charged late fees on top of this since September so a refund of more than $1000 is what should be refunded. This urgent and needs to be escalated to the fullest.
Business Response
Date: 12/17/2024
Reference number: 302934921

Hi ********,

Thank you for your patience, we apologize for the delayed response.

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 12/10/2024 where you mentioned that you need assistance with a Money Order you bought, as the recipient tried to cash it but was tagged as refer to maker.

Please note that our records show that we initially received your money order research request forms. As a result, our ****************************** confirmed the below money order has been presented for payment and cashed.
Money order number(s):
22067778475 totaling ******* USD was paid on 09/04/2024. Bank Sequence Number: ************. Bank of deposit: *****************
After this money order was cashed on 09/04/2024,our ****************************** confirmed that the money order was attempted to be cashed again by **************** on 09/04/2024. The duplicate attempt was rejected under the Bank Sequence Number: 003084408976.
Please know that because the money order was already paid on 09/04/2024 under sequence number: ************, we cant issue a refund. In addition, we have attached a copy of the money order that was presented for payment and cashed. Your ******** bank should be able to trace the initial payment of the item via the Bank Sequence Number referenced for the paid item. If you have additional questions about this money order,please contact **************** for more details.
Thank you for your 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 302934921 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.
Initial Complaint
Date:12/09/2024
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.
Aug.23,2024 bought and mailed money order to **** for rent. Aug.27,2024, money order was cashed, BUT NOT BY ****. Sept 2024, called western union, was told to fill out forms and file for refund, In addition to buy ANOTHER western union money order for $15.00 to receive copy of my cashed, forged money order so I complied. In ******** police caught and arrested people for stealing mail & forging checks/money orders from US POST OFFICE BOXES. I informed western union of this. Every time I called *** I received a different case number. I was also told nothing they could do because money order was already cashed. Asked for fraud **************** can't help unless it is WIRE TRANSFERS. Kept transferring me to general number. Was told look into it. I called ** over 30 times, over 15 hours of phone time and completed forms, copied and mailed info over 5x. As of today, 4 months later, I still do not have a copy of the forged, cashed money order that I PAID $15 to get. And they made me send the ORIGINAL RECEIPT of money order stolen. Therefore, cannot even file local police report. I want a copy of the original forged money order I paid for. Reimbursement for the $15 I paid and reimbursement for $150 money order stolen, forged and cashed. I shouldn't have to pay for a copy of something that is mine to begin with. And they should be insured for situations of fraudulent activity. Yet, western union is not cooperative or by any means being helpful in the consumers situation.
Business Response
Date: 12/18/2024
Reference number: 302936714

Hi *****,

Thank you for your patience, we apologize for the delayed response.

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 12/04/2024.
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 302936714 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.
Initial Complaint
Date:12/09/2024
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.
Was not able to use the money order. Completed online request for refund on 11 Sep 24; case supposedly escalated on 8 Nov 24. Have called repeatedly and gotten a multitude of excuses, but nothing definitive about when refund will be processed
Business Response
Date: 12/12/2024
Western Union - Reference number: *********
Hello ****** ******,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 09-DEC-2024, where you mentioned that you previously purchased a money order which was lost/stolen/unused. As a result, you submitted a money order refund request via online submission and have not received your refund. You are requesting assistance to acquire your refund.
Kindly note that we have provided a resolution directly with you. If you require any further assistance, please let us know.
We appreciate 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.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/09/2024
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.
I contacted Western Union's customer service/refund department via phone call (most recent contact was Nov. 22nd 2024; initially applied for a refund via online on 9/25/24 or 9/26/2024). I spoke with a **************** Rep ****** 11/22/2024) regarding my money order ($284.00 minus a $15 fee) refund request application which was submitted prior to the 11/22/24 date I spoke with ****. **** gave me a case number (*********), and, after locating my refund request, assured me my refund would be "expedited" within 5 business days. As of December 8th 2024, I have not received my refund. If this will help, the money order receipt will be uploaded for your review. I'm requesting that you (the BBB) check into this matter on my behalf. Thank you.
Business Response
Date: 12/14/2024
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 December 11th.

As we discussed over the phone, you refund has been completed and you will be able to collect the funds with Tracking number (MTCN) ************

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: 12/14/2024

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:12/09/2024
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.
Transaction date April 2, 2024 MTCN ********** Transaction Cancelled April 2, 2024 Money deducted from account $260.99 recipient did not receive money. The country was entered incorrectly indicating sent to receiver in ****** but receiver is in ***********. Spoke with Western ***************************** ************ to confirm money was deducted & never refunded. Several calls made speaking with several **************** still has not been resolved.
Business Response
Date: 12/13/2024
Western Union - Reference number: *********
Hello ****** *****,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 09-Dec-2024. In your claim, you mentioned that you had initiated a transaction MTCN 168-093-7724 on 02-Apr-2024 which was cancelled, however, you were still debited for the transaction and did not get a return of the funds. You are asking for a refund of ****** USD.
Thank you for the Statement of Account provided. Kindly note that the debit pointed out on the statement is for a transaction initiated on 01-Apr-2024 which was successfully collected. The transactional date is listed right after the *** Debit-Debit Card 7485 on the statement. The information for that transaction is as follows:
MTCN ************ for ****** to Nashary ******** Brathwaite **** in ****** initiated on 01-Apr-2024 at 11:35:41 EST.
This transaction was successfully collected on 01-Apr-2024 at 17:27:58 EST in ***********, ******. The amount paid is ****** USD. There is no refund available for this transaction as the funds were successfully collected by the intended payee.
If you believe this is incorrect, please provide your Statement of Account for the full month of April and we will be glad to further research.
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/08/2024
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.
Complaint regarding issuer: Western Union ************************ (Western Union)I purchased a Money Order (MO) last four digits 3512 (attached) in the amount of $534.55 on 11/02/2023, with Western Union, Agent ******, located inside ******************************************************************************************************. I requested a refund through my financial ******************* ******. Neither could assist with refund. Agent ****** advised to submit request via webform. 10/2024, I submitted a refund via webform: ***************************************************************************** (website) & provided original uncashed MO images as attached for proof. Western Union website applied a fee of $15.00 which was deducted from the amount to be refunded, $534.55. Time provided 5-7 business days will be ready for pickup at a Western Union location. Notification will be provided by email stated by website. I waited 14 business days & received nocorrespondence. 10/2024 I spoke with Western Union call center ************** (call center) agent to check the status of MO refund. Agent shared that he saw the fee had been deducted from the amount of the refund but not where the refund was completed. Agent "escalated" the issue & said to wait 5-7 more business days. 11/2024 I reached out again as aforementioned. Same response. 12/7/2024 I contacted call center & spoke with agent 393 Irish & explained the situation. agent Irish told me to resubmit the refund request (doing so would cause the refund to be beyond request limitations of 11/2/2024) I requested to speak with the Manager for further assistance as it has been 60 days. Hold time was 30 minutes. Agent took my phone number for a call back. I have not heard back from anyone with Western Union. I am a disabled senior and believe Western Union is acting fraudulently with its unfair business practices & exploiting their elderly population. Can you please assist? This matter has also been reported to the ************************ (***) Report #*********, filed on 12/7/2024.
Business Response
Date: 12/17/2024
Reference number: 302797706

Hi *******,

Please accept my apologies for the delayed response. Thank you so much for submitting the required form.

Weve refunded your Money Order ***********, on Dec/15/2024. When collecting your refund, please provide the following details:
Sender: Western Union Customer Care
Receiver: ******* ******
MTCN: ************
Amount: 515.05 USD

To help make things right and thank you for using Western Union, weve sent ***** USD your way on Dec/15/2024. 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.

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

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

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

THE CHECK CASHING STORE #***
*********************************************************************-3366
001 - **********

THE CHECK CASHING STORE #***
******************************************************************************************
001 - **********

WESTCOAST OF FLORIDA MANAGEMEN
*****************************************************
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 (+1) ************ (international call charges may apply), providing your reference number 302797706 to connect with me directly.

Thanks for being a valued Western Union customer and happy holidays!

Sincerely,

*******, M.
Executive Resolutions Team
Customer Answer
Date: 12/17/2024

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:12/08/2024
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 sent a money order to them and they had me send all the info to get it back and it wasn't cash and I sent the processing fee of ***** dollar and these been going on since August the 4 th and then they said I was going to get it November the 17th because they change the date and then they said that it was cash and they was supposed to mail it to me but I never received it
Business Response
Date: 12/17/2024
Reference number: *********

Hi **** ,

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

Unfortunately, we are unable to process this refund because the money order has already been cashed.

Attached, you will find a copy of the money order.

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

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

Max C
Executive Resolutions Team
Initial Complaint
Date:12/06/2024
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.
Got the money order August 28th for my rent. I had complications so I wanted a refund I paid extra 15 dollars for processing and still haven't gotten my money back
Business Response
Date: 12/11/2024
Reference number: *********

Hi ******,

Thank you for your patience, we apologize for the delayed response

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 12/7/2024 through the Better Business Bureau, where you mentioned that you purchased the money order # *********** and you had complications with it. As a result, you submitted a money order refund request but havent received a response yet.

Our records show that there was one money order in question that was presented for payment and cashed. The following money order was investigated by Western Union:

Money order number: Amount:
19-664202966 $291.00 (USD)

Western Union processed your money order copies request on 12/10/2024.

We have attached a copy of the money order for your reference.

After reviewing the Copies of the Cashed Money Order with your intended payee in case there is no alteration on the Money Order, please proceed with having them complete the form on the attached document named Intended Payee Affidavit (There is no need to notarize the form(s). PLEASE IGNORE THAT INSTRUCTION AT THE BOTTOM OF PAGE 1) along with the 2nd page of this document which is a form called Acceptance for forgery process.

If after reviewing the Copies of the Cashed Money Order, you consider it to show any alteration on it, please proceed completing the form on the attached document named Purchaser s Affidavit (page 1) and Acceptance for Forgery Process (page 2). (There is no need to notarize the form(s). PLEASE IGNORE THAT INSTRUCTION AT THE BOTTOM OF PAGE 1 OF PURCHASERS AFFIDAVIT), please mark 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)

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 ********************* (BOFD).

At the time of presentation, the ********** of first Deposit) 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 BOFD.

Western Union will act on your behalf to collect the funds from the BOFD. The BOFD 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 BOFD.

To help make things right and thank you for using Western Union, weve sent $50.00 your way on 12/11/2024. To pick up your funds, please visit any of the below suggested Western Union agent locations in ******** with the tracking number (MTCN) ************ 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:****** *****

List of Western Union Agent locations to collect your refund at:

UAN CONVENIENCE
***********************************
Phone # **********

ALL CHECKS CASHED
*************************************************************************************
Phone # **********

KING SOOPERS #**
*****************************************************************************
Phone # **********

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

KING SOOPERS #**
************************************************************************************
Phone # **********

MONEYTREE #**
***************************************************************************************
Phone # **********

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.
Customer Answer
Date: 12/13/2024

Complaint: 22652608

I am rejecting this response because: I don't understand the paperwork they sent me and I'm still waiting on them to respond

Sincerely,

****** *****
Business Response
Date: 12/21/2024
Reference number: 305111327

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 12/19/2024 where you mentioned that you have not received the refund of your Money Order # ***********.

As discussed in our previous call, our Retail Money Order team issued a refund check (we have sent the check number in a separate email), which you confirmed you have already received.

Please let us know if you need anything 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 305111327 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: 12/24/2024

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:12/06/2024
Type:Order 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 money orders and they were cashed out by other people who are not my landlord's company. Western Union refuses to give me further details about these cases and I have paid them to investigate by who these money orders were cashed out. Attached is the physical copy of the money orders. Please notice how the names were erased with white-out and another name was placed. Attached you will find copies of the receipts to investigate such money orders and I have not been contacted by this company with an answer. I have been waiting since May 2024. Please investigate this case. I do not have the funds to pay again this money.
Business Response
Date: 12/12/2024
Western Union - Reference number: *********
Hello ****** C *****,
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 07-Dec-2024. In your claim, you mentioned that you purchased money orders that were not cashed by your landlords company, and you paid Western Union to investigate and have not had a ************ are requesting a refund of ******* USD.
Kindly note that Western Union received the ***** USD processing fees for seven (7) MOs on a refund request. Western Union fulfilled this request by providing images of the cashed items.
We sincerely apologize; however, five (5) MOs do not qualify for a forgery process due to the age of encashment. Per banking regulations, Western Union only has one year from the date of encashment to submit forgery documents to the ********************* (BOFD) on a consumers behalf. Please understand that the forgery investigation is not conducted by Western Union but by the ********************* (BOFD). 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. Two (2) MOs were cashed in the year 2021, two (2) MOs were cashed in the year 2022, one (1) was cashed in Jun-2023.
The final two (2) MOs were cashed in Feb-2024; however, these also do not qualify for the forgery process as no alteration/forgery is detected on either MO and the funds appear to have been paid to the payee, ************ ********** with their company stamp.
Please be aware that the details of each MO have been provided to you in separate email.
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

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The Western Union Company

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The Western Union Company

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Western Union Financial Services, Inc.

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The Western Union Company is NOT a BBB Accredited Business.

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The Western Union Company is NOT a BBB Accredited Business.