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

943 total complaints in the last 3 years.
398 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:12/04/2024
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.
On 07-30-2024 , I received 4 money orders (19665727554, 19665727556, 19665727555, 19665727557) totalling $1800 from my *******. I lost the money orders. I contacted ****** Union approximately 10 days after to initiate the refund process. My case number is ********* and it has now neen 4 1/2 months and I am still waiting for a resolution. I am 87 years old and on a fixed income. I cannot afford to have my money just floating around in cyber space forever. Please help me to resolve this matter as quickly as possible. I have followed all required steps and cannot seem to get an answer through customer service.
Business Response
Date: 12/12/2024
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:

We still need the money order affidavit form that you had previously provided for the this additional MOs since we couldnt find them.

19665727554
19665727556
19665727555
19665727557

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 301990949 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,
***** G
Executive Resolutions Team

Customer Answer
Date: 12/12/2024

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:12/03/2024
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 purchased a money order of ****** on 09/01/24 to pay my rent and the landlady couldn't cash it at the bank because it got ripped at the bottom and some numbers were not legible. I don't have a vehicle, so I walk and if I recall correctly it was raining and it ripped where the numbers were. I requested a refund and they sent a refund check on October 10th, 2024. It was warm the day when I went to cash the refund check and some of the numbers of that check got worn off because of my sweat and where I had it. I called them to request a reissue of the check of ****** {the deducted $15.00 for a refund fee}. I still have the check and can't be cashed and I am willing to send it back to them, but the told me it wasn't necessary. But, I keep calling and the customer service emails the department about the reissue and no one gets back to me after they said they would. So, I feel I'm getting the run around.
Business Response
Date: 12/12/2024
Reference number: 301736906

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 12/04/2024 where you mentioned that you need assistance to receive your Money Order refund, as the check you received cannot be cashed.

Please note that we have received the confirmation from our Retail Money Orders team that a refund has been initiated under new check # , which has been sent to you via a separate email for privacy purposes. As soon as the ***** tracking details are made available to us, I will make sure to provide it to you.

Thank you so much for your continuous patience.

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 301736906 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,

****** *.
Executive Resolutions Team

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

Customer Answer
Date: 12/12/2024

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, because I will be getting a new refund check and I hope there are no other fees for this. Also, they told me they sent an email with an initiated new check #, but I don't see it in my inbox. I will like to have that. Thank you.

Sincerely,

**** *******
Initial Complaint
Date:12/02/2024
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.
In May 2024, I purchased a Money Order from ****** Union for $1,122.10. Due to the money order being over $1,000.00 , Western Union split it into two. One money order for $1,000 and one for $122.10. The money orders could not be cashed. I requested a refund initially in June 2024, I received no response after 2 months. I re-requested a refund online in September 2024, I received a response that I would receive my refund , split into 2 different checks minus $15.00 processing fee for each. To date, I have not received my refund. I have received 47 "escalated" case numbers for my refund and have made calls for months and have been hung up on, given numerous invalid case numbers and asked to check back again early 2025 to see if someone will have updated the case. I as well keep getting told over and over the refunds were mailed as checks back in September and they can see they have never been cashed but can't do anything if never received them. I was as well informed by "several supervisors" that the refund checks have been converted to a Money transfer pick up and I need to wait to receive the Tracking Number in order to pick up my refund as a single cash payment from Western Union. It has been months. I have not received any update and everytime I contact Westen Union I am given a new case number and another time frame to "wait " to see if someone will work on the case. To date, no one has assisted. I would like my $1122.10 back immediately. This has caused so much emotional and physical stress and turmoil. It is not my fault Western Union failed to refund me.
Business Response
Date: 12/05/2024
Reference number: 301490486

Hi Jasmine,

Unfortunately, I couldnt reach you at the phone number you provided.
Weve refunded your Money Orders *********** and ***********, on Dec/05/2024. Refund details have been shared via email.

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 301490486 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:12/02/2024
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 3 money orders from Western Union that were lost in the mail. I subsequently submitted a claim to refund the money orders that were lost and as a requirement, I was asked to provide a money order in the amount of $15 per money order as a processing fee. I submitted 3 money orders in the amount of $15 for a total of $45, but when I received my refunds, two of the checks that were sent to me had $15 deducted from them despite me submitting the processing fee beforehand. I understood the instructions on the back of the money order receipt that indicated that I would be charged $15 if I didn't include the fee with my request, but I don't know why I was charged a processing free when I initially included it. I have tried contacting Western Union on several occasions (initially on 10/21/2024 and the last time I contacted them was on 11/12/2024). Each time I reached out to them it was extremely difficult for me to reach a human to speak with and when you are able to, it's extremely difficult to communicate with their customer service representatives as they aren't native English speakers and barely seem to understand what it is I'm calling about). I was told on 11/12/2024 that my problem would be escalated and that I should receive some sort of follow up in 3 business days, but I haven't received any follow up and it is now the 2nd of December 2025. I would like some resolution to this issue as I'm owed $30 dollars and this ordeal has made it clear to me that I will never use Western Union's services again.
Business Response
Date: 12/03/2024
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 12/02/24. In your claim, you mentioned that you were charged the 15 USD processing fee for two money orders even though you paid the processing fee for the MOs *********** & ***********.

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.

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

After thoroughly reviewing the details, we have confirmed that there was a technical error which applied the processing fee to your money orders even though you did pay for them beforehand.

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.

Our heartfelt apologies for the inconvenience you've experienced. We understand the importance of our services to you, for this reason and to help make things right and thank you for using Western Union, weve sent 30 USD your way on 12/03/***** pick up your funds, please visit any Western Union agent location in **/** with the tracking number (MTCN) 930-159-0006 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: TAMONTE WASHINGTON

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: 12/06/2024

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,

******* Washington
Initial Complaint
Date:12/02/2024
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.
Successfully submitted online request November 3, 2024 using Power of Attorney (******* ***** Obejas) to Western Union website to request history check going back to year 2000 using my ** account number and assorted ID documents verifying my identity. Western Union **** said it would take no longer than 24 hours to retrieve information...it is now December 2, 2024 and still have received nothing to date...they have not resolved to fix the problem...!!!!
Business Response
Date: 12/05/2024
Reference number: 301219586

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:

Can you please provide us with your 1) ** #, 2) Date of birth, 3) ID #, 4) mailing address and 5) email address used in Western Union? (your email address ************************** is not throwing any result)

If you happen to also have a case # for your online request on transaction history, please also provide it to us.

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 (iCare case number) to connect with me directly.

Thanks for working with us on this.

Sincerely,

****** E
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/05/2024

Complaint: 22625581

I am rejecting this response because: 1) I appointed ******* ***** Obejas in *********** as Power of Attorney who successfully submitted this request online on 11/3/2024...my ** account numbers ************* and **************** information about me current and past should be on file w/** databases as I still use the later account number to send money 2) I filed a case with ******************(*****, operator #***, case # ***-767-777) about 3 weeks ago about getting scammed on my Navy Federal Credit Debit Card by site: Pearl.just ********** when I tried getting this ** history check...thank you

Sincerely,

**** *****
Business Response
Date: 12/16/2024
Reference number: 303295818

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 your Transaction History Request (THR) was submitted since Nov/03/2024 with no resolution.

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:

Kindly note that unfortunately, we were unable to find the online request with the given details and we deeply apologize for the inconvenience.

We would be more than happy to help you with the **** However, were missing some information to help with our review process. Please help us by replying to this email within 48 hours with the following details:
Please fill out and sign the attached form and provide the documents mentioned in the form.
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 303295818 to connect with me directly.
Thanks for being a valued Western Union customer.

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

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/17/2024

Complaint: 22625581

I am rejecting this response because: As I would like to re-state for the record, I secured a Power of Attorney for ******* ***** Obejas to receive these ** records as she will use these with a legal office in the Phillipines to file a lawsuit against a fellow American Citizen...I am in ***** and will not be able to coordinate this case as well as she can..she initially filed this request on November 3, 2024 with all of the pertinent documents, IDs, ** account numbers etc together with the *** document I secured at Camp ********* Army ******** ************ located at *******************...as she stated to me she filed this request online with Western Union, but never received a response back...So my question is:Is it possible to once again file this request online from the *********** using this ***...??? A simple yes or no to this question will suffice...thank you, **** O. *****

Sincerely,

**** *****
Business Response
Date: 01/14/2025
Reference number: 309548931

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 your Transaction History Request (THR) was submitted since Nov/03/2024 with no resolution. You also mentioned that the required form and documentation was submitted online using Power of Attorney ******* ***** Obejas and you would like to know if it is possible to submit the required form online again from the *********** using this Power of Attorney.

Please note that 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 (+1) ************ (international call charges may apply), providing your reference number 309548931 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,

****** *.
Executive Resolutions Team

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

Customer Answer
Date: 01/20/2025

Complaint: 22625581

I am rejecting this response because:

Sincerely,

**** *****
Business Response
Date: 01/30/2025
Reference number: 313268490

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 1/29/2025. In your claim, you mentioned that you are rejecting the resolution provided previously. However, no rejection reason was provided.
We apologize for any confusion; it appears that a Better Business Bureau (BBB) request was accidentally received.
We received a message from you on 1/30/2025 confirming that there were no further issues identified.
We are delighted to hear it and look forward to working with you again.
Thanks for choosing Western Union.
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 313268490 to connect with me directly.

Thanks for being a valued Western Union customer.
Julija R.
Executive ************************ Team
Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 01/30/2025

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:11/30/2024
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.
Purchased money order on 8/29/24, money order was cashed in September but not by the person I sent the money order to. Have called Western Union over 6 times regarding getting the receipt of who cashed it and finding out how to get the issue resolved and get my $340.00 back. Every time I have called I get the run around and transferred from one person to another but there is no resolution. I am told every time I have called that the money order was cashed, but made promises that do not ever happen. I am told no need to worry we will get this resolved quickly for you. Over 2 months is not resolved quickly. I get told it will be escalated and resolved, an email sent or paperwork mailed to me. I am now at the point where I do not know what to do because every customer service agent I have spoken to has been unable to help me. I also sent the $15 money order fee to receive all the details regarding the $340 money order being cashed but never received any correspondence on that as promised. This is the worst customer service I have ever received from a company and it seems that Western Union is trying to blow me off and keep my money that I spent. I am simply requesting some resolution on getting my money back or the funds that were supposed to be given to the person the money order was actually made to received. I did not purchase a $340 money order to just be disregarded once an issue has happened and for every representative to refuse to get me the resolution I need. They have all been unhelpful in this issue that has been going on for over 2 months now. I need someone that knows what customer service is to call me and try to help me
Business Response
Date: 12/05/2024
Reference number: 301224616

Hi Asim,

Thank you for the patience while we investigated your case.

Please know that our records show that Money Order 19656530220 was presented for payment and cashed on Sep/04/2024. I've have sent a copy of the cashed item to your personal email.

As agreed during the phone call, we have sent Purchaser's Affidavit Form via separate email to further proceed with Forgery Clam.

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 301224616 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.

Customer Answer
Date: 01/08/2025

Please see attached.
Business Response
Date: 01/14/2025
Reference number: 309551068

Hi Asim,

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 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) where you provided the required Forgery Claim affidavit to initiate the process for Money Order #***********.

Please note that 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 (+1) ************ (international call charges may apply), providing your reference number 309551068 to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,

****** *.
Executive Resolutions Team

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

Customer Answer
Date: 01/22/2025
I received a message that the documents were too blurry so I am sending them again
Business Response
Date: 01/25/2025
Reference number: *********

Hi ****,

I hope this email finds you well.

After reviewing your request, we regret to inform you that we are unable to proceed with the refund, as the money order in question has already been cashed. Please find attached a copy of the money order for your reference.

The individual who cashed the money order should be able to track the payment through the bank of first deposit with bank sequence # **********. If they are unable to do so, they will need to complete the Intended Payee Affidavit Form, which is also attached to this case.

Additionally, we kindly ask you to review the copy of the money order carefully. If you notice any alterations or suspect that the money order has been forged, please complete the Purchaser Affidavit Form and return it to us at your earliest convenience.

Please review the attached documents, and let us know if you have any questions or require further assistance.

NOTE: None of the forms need to be notarized.

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: 01/25/2025

Complaint: 22622130

I am rejecting this response because:

Sincerely,

Asim Quick
Customer Answer
Date: 01/31/2025
I just received this from the person at Western Union and it does not make any sense because how would the person that cashed it track the payment or complete the affidavit if the person that cashed it forged the company the money order was made out to? I rejected the resolution because that offer does not help me at all
Business Response
Date: 02/11/2025
Reference number: *********

Hi Asim,

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 2/10/2025. In your claim, you mentioned that you need assistance with the refund of the money order *********** since it was cashed and forged.

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.

Our records show that a forgery claim has been started under your name on 01/21/25. The average time to resolve a forgery claim is ***** days, with the **** often providing a resolution after 120 days. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****. Please allow these 30 to 45 days to pass by from the date the forgery was stated on 01/21/25 before we can provide you an update.

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: 04/07/2025
I havent received anything in regards to the case being reopened yet. Did you reopen case yet as I requested
Business Response
Date: 04/18/2025
Reference number: *********

Hi Asim,

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 the claim you submitted through the Better Business Bureau (BBB)

As we discussed over the phone, the refund check related to your Forgery Claim was returned due to insufficient address, therefore, we have issued a transaction, so you dont have to wait any longer for the refund.

Weve sent $340 your way on 4/18/2025. To pick up your funds, please visit any Western Union agent location in ***** with the tracking number (MTCN) 930-164-8315 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: Asim Quick

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

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/22/2025

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,

Asim Quick
Initial Complaint
Date:11/30/2024
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.
On 11/10 completed online refund request. Case number: ********* MO number: 9538 MO amount: ****** USD After 5 business days, no results. Called back 5-6 times, case escalated, no results. Have been verbally told refund approved and tracking # will be received in 24 hours. Nothing. Verification of my email address has been done. They refuse to allow me to speak with a supervisor. Please help me with this matter to receive the tracking number to obtain refund. Thanks!
Business Response
Date: 12/05/2024
Reference number: *********

Hi April,

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 12/02/2024 where you mentioned that you submitted the required documentation for a refund of your Money Order, but you have not received an update.

Please note that weve sent ****** USD your way on 12/05/2024. To pick up your funds, please visit any Western Union agent location in **/** with the tracking number (MTCN) that we sent through a separate email per privacy measures. 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.

To help make things right, we want to offer you some promotional codes for zero-fee money transfers that we also sent through a separate email per privacy measures.
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,

****** *.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/06/2024

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:11/27/2024
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.
Western union ********************** ******, ******** this is the address and the phone number is *********** my complaint is that I sent a money order to someone on 09/13/24 and they never received it and I sent the money order recipe to the western union and they were supposed to get back in touch with me but they didn't so I emailed a copy to them and they gave me a case number ********* and every time I called they said it is beening reviewing I have called them about ten times and this has been going on every sent October and still haven't gotten any response or satisfactory
Business Response
Date: 12/03/2024
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:

To help make things right and thank you for using H38383033**343337H Union, weve sent $250.00 your way on 12/3/2024. To pick up your funds, please visit any of the below suggested H38383033**343337H Union agent locations in ******** with the tracking number / Money Transfer Control 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: H38383033**343337H Union Customer Service
Receiver: ******** *******
List of suggested H38383033**343337H Union Agent Locations to collect your refunds:

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

RITE AID #***
***********************************************************************************************
Phone # **********

RITE AID #***
********************************************************************************
Phone # **********

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

***** OAK PHARMACY
*******************************************
Phone # **********

CHECK CASH DEPOT #**
**************************************************************************************************
Phone # **********

Thanks for being a valued H38383033**343337H 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 H38383033**343337H Union customer.

****** E
Executive ReH313437313733**313338H Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/03/2024

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:11/27/2024
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 made a money order with Western Union,For the amount of one thousand dollars, with the following tracking number: *********** but when the beneficiary tried to cash the money order, he could not. I had to contact Western Union to get the money back, But the company confronted me with not accepting my request, claiming that the money order was disbursed, even though I still have the original refunded money order.
Business Response
Date: 11/30/2024
Reference number: *********

Hi ****,

Our records show that we initially received your money order research request forms on 10/09/24. As a result, our ************************** confirmed the below money order has been paid.
Money order number:
22069852970 totaling 1000 USD was paid on 08/19/24. Bank Sequence Number: 006986998519.
After this money order was cashed on 08/19/24, our ************************** confirmed that the money order was attempted to be cashed again by ******************************* on 08/19/24. The duplicate attempt was rejected under the Bank Sequence Number: 008776338472.

Please know that because the money order was already paid on 08/19/24, we cant issue a refund. In addition, we have attached a copy of the original money order research response letter and a copy of the money order that was presented for payment. 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 ********* to connect with me directly.

Thanks for being a valued Western Union customer.

Sincerely,
***** G
Executive Resolutions Team
Customer Answer
Date: 12/01/2024

Complaint: 22580115

I am rejecting this response because: I still have the original transfer, how can I imagine cashing this transfer?
A If your records show that the transfer was then cashed, this means that there is a scam and you need to investigate this matter. Finally, I am a customer who paid his money to obtain a service from your company and I did not receive this service, and I lost my right to recover what I paid. Your company is the one responsible for communicating with the concerned parties to recover my money.
Sincerely,

**** ******
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 rebuttal you submitted through the Better Business Bureau (BBB) on 06-Dec-2024. In your rebuttal, you mentioned that you have the original transfer and if it was cashed there is scam involved. You want this re-investigated.
We greatly appreciate your patience and understanding while we re-investigated your concerns.
Kindly note that we have provided the findings of our re-investigation and have provided a resolution to you directly.
If you have any further 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:11/26/2024
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 left 2 money orders equalling $1420 for rent at 3:30 (11/3) Sunday afternoon. The following (11/4)Monday the apartment office notified me they had not received payment. My wife and i went to the office to look for the money orders. I filled a Western Union refund request form immediately. The next day (11/5) Tuesday both money orders were cashed. We do not know who or where they were cashed. We know they were taken from the office sometime between 3:30 pm (11/3) Sunday and 8:30 am (11/4)monday.
Business Response
Date: 12/09/2024
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) where you request a refund of two money orders.
After further investigation, we have confirmed your money orders have been cashed. On 12/09/2024, you notified us that you believe both money orders were altered and cashed. Your case qualifies for a forgery investigation.
To start the process, we have sent you a forgery affidavit form via email along with the images of the cashed items. Please complete and return it to us by replying to our email.
Once youve sent back the completed forgery affidavit and acceptance letter, along with any relevant documents such as police report or a copy of the unaltered money order (if available), we will forward your claim to the Western Union ******************* The Western Union ****************** will then coordinate with the ********************* (****).
At the time of presentation, the **** must check that the money order has not been tampered with or altered and that all signatures are authentic and original. Western Union does not guarantee that the payment will be recovered from the ****.
Western Union will act on your behalf to collect the funds from the ****. The **** will make the final determination after conducting their internal investigation
Please allow 30 days from the date you return the Forgery affidavit before making any inquiries. The average time to resolve a forgery claim is ***** days, with the **** often providing a resolution after 30 days. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.

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

*** *.
Executive Resolutions Team

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