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Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

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

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The Western Union Company has 132 locations, listed below.

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    Customer Complaints Summary

    • 959 total complaints in the last 3 years.
    • 404 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a money transfer on the 24th of May of 2025 and was constantly told that my funds were approved for transfer and that they would be available on May 30th of 2025. Multiple agents including a supervisor assured me of such a date etc. Now come May 30th of 2025 and nothing. Absolutely nothing was as stated and in fact they then said the funds have not been deposited yet. I was disgusted, shocked and amazed at the lies, lack of transparency and lack of accountability that was shown. They need to be held accountable because now my funds are stuck in limbo. Of course I spoke to my bank but Western Union needs to be held accountable and should compensate me for my wasted time and lost funds. Not to mention the stress caused.

      Business Response

      Date: 06/05/2025

      Hi ******,

      I hope you are doing well, 

      Thank you for confirming that the issue has been resolved on your end. 

      Please note that after thoroughly investigating your money transfers with our support teams, it was determined that the funds were correctly applied to your prepaid card, however, on 06/04/2025 we received a chargeback from your bank, which is being processed, therefore, you will be receiving a refund directly from your bank, nevertheless, since the funds were correctly applied to your prepaid card, Western Union doesn't have the funds for such money transfers, meaning that our Collection team will be contacting you to coordinate. 

      I appreciate your patience as we further investigated this issue, and Im confident your next experience with us will be up to your expectations.

      As a thank you, we want to offer you a promotional code for a zero-fee money transfer.

      Q6301-089716461    Expire 12/31/2025
      Q6301-487993267    Expire 12/31/2025
      Q6301-288675240    Expire 12/31/2025

      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.

      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 337707102 to connect with us directly.

      Thanks for being a valued Western Union customer.

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

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cannot download the Western Union purchasers affidavit from the provided link. Responds "This site can't be reached."

      Business Response

      Date: 06/03/2025


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

      Hi *******,

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

      Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB).

      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:

      As we discussed over the phone, you confirmed that your Money Order was altered and cashed, reason why you would like to file a Forgery Claim. Attached you can find the Purchaser Affidavit, please ensure to fill out the form completely and properly to avoid any delays.

      Additionally, you can share the link you were trying to download the form from with us, so we can further investigate.

      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.



      ref:!00D150F40r.!500Uv0KTvdx:ref

    • Initial Complaint

      Date:05/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I want to reach out about me contacting western union today and them taling 15 dollars from me to do an "investigation", that was drawn to a conclusion without me getting no information from western union until I spoke to someone online.I asked western union around 6 weeks ago to look into an issue from october 2024. When I went to a local western union, placed a money order of 100 dollars, and all I wanted was some proof of that order occurring. I just wanted a copy of the money order or whatever else could be provided by western ************************* the time I had to give them id and sign something, so they should have proof of the order for any audits. However, today, when I spoke to someone they told me they couldn't find the paperwork associated with that 100 money order. I didn't find any of this out from western union, despite them taking 15 dollars from me to do an investigation. If I didn't reach out they would have taken my money without telling me, and they still have not somehow found proof for my 100 dollar money order, despite me telling them exactly what western union I went to at the time.I want proof of that order and possibly my money back for that 15 dollars.

      Customer Answer

      Date: 06/07/2025

      I reached out to Western Union for them to audit one of their businesses and help me receive information on a money order I did. The place I sent the money order to stated they received a money order around the time frame I mentioned to Western Union, but Western Union said they cannot find my money order information and considers it lost money. That is very concerning because the Western Union I went to and did the money order with took my credit card information, my ID card, and even took extra money from me to utilize their investigative process. I would have never known what was going on with my investigation if I had not called myself; they did not even know they cashed the investigative check I sent over until I called, and I am a bit concerned that some places with Western Union's logo may not be actual legitimate businesses. I am not sure how you cannot track the flow of money transactions in an organization, unless the person keeps a receipt of a transaction. That does not make much sense, especially if an audit were to occur. I think this business and these practices may need to be looked into. Me losing 115 dollars is fine, but what if someone wants more than 1,000 dollars investigated.

      Desired Outcome:
      I think this business needs to be investigated and I could at least get a refund on some of my money transactions.

      Business Response

      Date: 06/07/2025

      Reference number: 337533090

      Hi Alto

      Thank you for your patience while we investigated your inquiry regarding your money order.

      After thoroughly reviewing all available avenues, we regret to inform you that we have been unable to track or recover the item due to insufficient identifying details. As Western Union money orders are an anonymous public product, a lost blank money order is unfortunately treated as lost cash. Without specific information to uniquely identify the item, we are unable to proceed further with the investigation.

      We understand how frustrating and disappointing this situation must be, and we sincerely apologize for any inconvenience this has caused. Please know that we have made every effort to assist you, and we truly
      regret that we could not reach a more favorable outcome.

      If you have any questions or concerns, please email us at [email protected] or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 337533090 to connect with me directly.

      Thanks for working with us on this.

      Max C
      Executive Resolutions Team

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

      Business Response

      Date: 06/09/2025

      Reference number: 339467501
       
      Hi Alton,

      We appreciate your business and are truly sorry for the experience you had while using our services. I’m one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 6/8/2025. In your claim, you mentioned that you previously purchased a money order which was lost or stolen. As a result, you submitted a money order refund request, including the processing fees, but haven’t received a refund.

      As you were advised previously, after thoroughly reviewing all available avenues, we regret to inform you that we have been unable to track or recover the item due to insufficient identifying details. As Western Union money orders are an anonymous public product, a lost blank money order is unfortunately treated as lost cash. Without specific information to uniquely identify the item, we are unable to proceed further with the investigation.

      We understand how frustrating and disappointing this situation must be, and we sincerely apologize for any inconvenience this has caused. Please know that we have made every effort to assist you, and we truly regret that we could not reach a more favorable outcome.

      To help make things right and thank you for using Western Union, we’ve sent 15.00 USD your way on 6/9/2025. To pick up your funds, please visit any Western Union agent location in MD, the United States with the tracking number (MTCN) XXX-XXX-4859  and a valid government-issued ID. If you can’t pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and we’ll give you a new MTCN.

      Sender: Western Union Customer Care
      Receiver: ALTON REID

      Please be advised that due to the security reasons full money transfer control number (MTCN) was sent to your email address.

      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 [email protected] or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 339467501 to connect with me directly.

      Thanks for working with us on this.

      Julija R.
      Executive Resolutions Team
      Please read our Privacy Statement to find out how we process your personal data.

      Customer Answer

      Date: 06/10/2025

       
      Complaint: 23438618

      I am rejecting this response because:

      I reached out to this organization and this response doesn't make much sense.  They collect identifying information before you can place money orders, and you have to sign paperwork and the staff on site confirms these things.  You also have to put where the money order is going to.  I told them the exact area and time frame when I did the money order.  Even the place who received my money order confirmed it happened during a certain time period.  I sent that all to Western Union, which means something is going on with some of their stores.  That worries me a bit and I made a complaint about this in another BBB complaint.

      If they collect identifying information before a money order is placed, why would a business not be able to use that same information to find ones business transactions for a time period?  How would that work with external audits?  I might lose 115 dollars but how would that work with 1,000 dollars and other transactions of that nature.  Also, I would have never even known they took my 15 dollars to do an "investigation" if I didn't contact the BBB and they reached out to western union themselves.  

      Sincerely,

      Alton Reid

    • Initial Complaint

      Date:05/22/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 14, 2025, I sent USD ***** from *************** in ****** to ****** via Western Union, using tracking number MTCN **********. As of today, I still havent received the money because there is no location in ******* that can provide me with such a large amount.I have made several phone calls, but not only did they not help me, they also sent the money back to ******, even though I am currently in ******. The new tracking number is MTCN **********. They told me that the money is currently in *******Every time I asked to be transferred to the correct department or to speak with a supervisor, they refused to do so. I am unable to receive my money from Western Union. They don't give my money.

      Business Response

      Date: 05/26/2025

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

      I am glad to know that you finally were able to collect the refund for MTCN **********.Thank you very much for your time, your business and your patience while we resolved this matter for you.

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

      Thanks for being a valued Western Union customer.

      Sincerely,

      ****** E
      Executive Resolutions Team


      Customer Answer

      Date: 05/27/2025

      This message is in regard to my complaint submitted on 5/22/2025 against The Western Union Company. 

       

      Western Union contacted me directly and resolved the issue as of 05/26/2025. I would like to thank the valuable Better Business Bureau for their assistance.

       

      Best Regards

    • Initial Complaint

      Date:05/22/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have completed 6 transactions on the Western Union App, and now my account is blocked.Also, anyone that tries to send money to me gets ********** wife's account is ********** mom's account is ********** mom went into a Western Union branch and sent me money and it cost 10x the amount of fees ($80 instead of $7.99).I have completed a GCR form but that still didn't ******* mom and I have both made multiple calls to Western Union to get this resolved to no avail.They keep telling me to use a different bank account and I have tried ***************** number options with ************************************ number options with Farmers Federal Credit Union.Account Number with Navy Federal Credit *************************** all get rejected.I have tried explaining to them this is not fraud, I am the owner of both the US account and the foreign account, ***************************************** just has the best exchange rate most of the time and low fees so it's the most affordable way for me to transfer funds between my accounts.I have also sent a few transactions to a friend of mine in the country, but if that is going to be a problem I'll send money only to bank accounts I own.I've attached a bank statement and a screenshot of my other bank account.I want my account unblocked so I can continue to send transfers to myself.

      Business Response

      Date: 05/25/2025

      Hi Jeremy Barker,

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

      I’m one of the Executive Resolutions team experts at Western
      Union who is handling your claim that was addressed to our corporate office.

      Unfortunately I was unable to reach you at the phone number
      provided, however please note that we can share details below:

      We can confirm that you are able to send funds without any
      issue through Western Union.

      You submitted a GCR form, however the same came back as
      clean since your profile is active.

      Please attempt to send a new transaction and if you
      encounter any issue, please contact us back so we can verify.

      Regarding your relatives being blocked, please inform them
      to contact us directly so we can review with them.

      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 [email protected] or call our corporate headquarters at (+1) 720-332-1000 (international call
      charges may apply), providing your reference number 336428859 to connect with
      me directly.



      Sincerely,
       
      Ricardo C
      Executive Resolutions Team

      Customer Answer

      Date: 05/25/2025

       

      Complaint: 23366107



      I am rejecting this response because:

      I just tried sending a small, $100 transfer and it did not go through.

      I am attaching a screenshot.

      Code C2002.

      I have contacted my banks and they keep telling me that there is nothing wrong with my account.

      I have funds in the bank, I am entering in the correct information (the same information that I used in the past to do transfers) I have enough funds in my account, and they are not the ones blocking anything.

      I have also tried 2 different receiving banks and both of them get blocked.

      Something is wrong, and I am requesting that it please be looked into and corrected.




      Sincerely,



      Jeremy Barker

      Business Response

      Date: 06/03/2025

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

      Please
      note that we have to share the same response provided in our previous
      communication.
       
      While we understand it may not be the answer you were hoping for, we have
      performed a thorough review of your money transfer(s) and were unable to
      complete them.

      We appreciate your business and want to make sure everything goes smoothly.
      However, there are times when our security systems step in to protect you and
      your money transfers.

      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.

      We sincerely apologize for this inconvenience.
       
      At Western Union, we take every matter seriously to improve your experience
      with our services.
       
      If you have any questions or concerns, please email us at [email protected] or
      call our corporate headquarters at (+1) 720-332-1000 (international call
      charges may apply), providing your reference number 338292258 to connect with
      me directly.
       


      Sincerely,
       
      Ricardo C
      Executive Resolutions Team

      Customer Answer

      Date: 06/06/2025

       

      Complaint: 23366107



      I am rejecting this response because:

      Western Union responded with,

      "We appreciate your business and want to make sure everything goes smoothly. However, there are times when our security systems step in to protect you and your money transfers."

      I am sending this money to myself.

      How is blocking my account protecting me and my money transfers?

      How is blocking my wife and mother afterwards protecting me?

      This does not make any sense.




      Sincerely,



      Jeremy Barker

      Business Response

      Date: 06/18/2025

      Hi
      Jeremy Barker,
       
      Thank you for reaching out. We appreciate your business and are truly sorry for
      the experience you had while using our services.
       
      While we understand it may not be the answer you were hoping for, we must stick
      with the same response shared with you.

      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.

      We sincerely apologize for this inconvenience.
       
      If you have any questions or concerns, please email us at [email protected] or
      call our corporate headquarters at (+1) 720-332-1000 (international call
      charges may apply), providing your reference number 341192503 to connect with
      me directly.
       


      Sincerely,
       
      Ricardo C
      Executive Resolutions Team

      Customer Answer

      Date: 06/18/2025

       

      Complaint: 23366107



      I am rejecting this response because:

      I am an American missionary helping both religious and humanitarian work in Nigeria.

      I can verify this.

      The donors in the U.S.A expect me to utilize the funds they send as wisely as possible and Western Union has the best rates and fees around.

      I need to be able to utilize the service.





      Sincerely,



      Jeremy Barker

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I initially contacted ********** on November 19, 2024, regarding a fraudulent transaction of $1607.99, which I also reported to Western Union and filed a police report as instructed Despite providing all required information, including a police report from the local ********************* I have been informed that my claim was closed and denied.****** of Events:1. November 19, 2024 - I reported a fraudulent transaction of $1607.99 to **********, and a claim was opened. I was advised to report the matter to Western Union,2. November 19, 2024 - I contacted Western Union at ************** and filed a fraudulent transaction report. I was given case #********* and instructed to file a police report,3. December 30, 2024 - I received a letter from ********** that my claim was closed and denied. I immediately contacted ********** and was told that they had documentation from ****** Union stating that I had authorized the transaction. I informed the representative that was incorrect, that I had never approved that transaction, and requested my case be re-opened. They told me that I had to submit any documentation by fax.5. January 2, 2025 - I faxed the police report to ***** (via local branch).6. January 9, 2025 - ***** confirmed receipt of police report, but said they would not re-open my claim, that I need to contact Western Union.7. January 9, 2025 - I contacted Western Union rep ******** who told me that ***** had not contacted them. She said that ***** had to re-open the claim. 8. January 9, 2025 - I again called *****; they said that my claim would not be re-opened and I needed to contact Western Union.9. January 9, 2025 - Western Union told me the same thing, that ***** had to re-open the claim. As you can see, they both are passing the responsibility to each other. I never authorized the fraudulent transaction, provided all that they requested, yet I'm still out $1607.99 that was fraudulently withdrawn from my account.

      Business Response

      Date: 05/22/2025

      Reference number: 335965311
       

      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 05/21/2025 where you mentioned that you need assistance with a fraudulent transaction that was processed through ********** in November 2024.

      Our records show that on 19-NOV-2024 at 15:30:01 Eastern Standard Time, an online money transfer with MTCN ************ totaling ******** USD was initiated to INSHRA ****** **** **** in *******

      On 19-NOV-2024 at 15:46:16 Eastern Standard Time, a person with identification bearing the name of INSHRA ****** **** **** visited an agent location in ******, **************** to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was 31,918.00 MEXICAN PESOS.

      Unfortunately, after reviewing the details of your case, we are unable to issue a refund.

      We apologize for the inconvenience and are very sorry you are going through this difficult situation.

      Our records show that you have filed a fraud report with Western Union on 11/19/2024 with fraud case number 298495219.

      We also recommend reaching out to your bank about any unauthorized charges on your account. You may want to inquire about any options they can offer to prevent further unauthorized use of your bank accounts or debit/credit cards.

      Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption. For helpful tips on how to #BeFraudSmart and safeguard yourself against fraud, check out our Fraud Awareness page or follow us on our social media channels.

      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 335965311 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.

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ****** B ********, bought a $380 money order on September 3, 2024. I bought it at **********************************************************************. she lost her money order the same day, but she noticed it next day. on the 4th of September she went to purchase a $15 money order to get her money back from her lost money order and filled out an application and sent it together to them. I sent the $15 money order and application to the Western Union ****************** P.O. ****************************. ***. She's been calling to get her refund back they're always saying they are in the investigation process and as todays date it has been more than 8 months since this happen, and I haven't received any information or the money back to me. All I want is My $380 refund back plus the $15 of the other money order. Thank you very much for you time and patience.

      Business Response

      Date: 05/27/2025

      Reference number: 335966891
       
      Hi ******,

      Thank you for your patience.

      We would like to follow up on our previous communication.

      Please note that our mail room team has been unable to locate any documentation from you. To help us track them and speed up your request, please provide the following details:
       
      The check or money order number for the mailed fees.
      The tracking number for the postal delivery.
      The type of envelope used (for example, priority mail, express mail, ****** open flap, or standard #**).
      The exact date you mailed the documents.
       
      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 335966891 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.

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried to chat in to get a refund request canceled because I am trying to deposit the money order to my bank account so I get the full amount back instead of a $15 deduction due to your ******* was told that they couldn't process the request & gave me two numbers to call in. Both numbers went to the exact same ********* couldn't get connected to a live person & the automated/prompted directions were no help. Please cancel the refund request & remove the freeze from the check.

      Business Response

      Date: 05/21/2025

      Reference number: 335809510
       

      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 05/20/2025 where you mentioned that you need assistance with your Money Order, as you do not want to pay for the 15 USD fee and would like to be able to cash the full amount.

      Please note that per our records the refund of your Money Order was already completed but as you mentioned, the 15 USD processing fee was applied. However, we have decided to provide you with an additional refund MTCN for the charged amount.

      We have sent the refund details via a separate email per privacy purposes.

      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 335809510 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: 05/23/2025

       
      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:05/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I attempted to use western union for the first time on May 12th 2025. I was on the app and since I had never used it before when the app said entering the receivers middle name was optional I didnt include it but when my friend went to pick up the cash he couldnt because his middle name wasnt included. So I now know its optional as in they dont have a middle name not optional like its not needed. That was about an hour or so after I started the transfer and I immediately tried to contact their 24/7 customer service to see if I could get the name fixed or a refund so I could resend. I have still not resolved my issue a week later. Everytime I call they tell me to email **************************************************** Everytime I use their online chat they tell me to email the same email. I have sent three emails to them. The first one may 12th. I got a reply 2 hours later from a Do-Not-Reply email for some reason asking for the tracking number which I sent. That wasnt replied to. I sent another because the woman I spoke to on the phone told me more information about what I needed to send. And then after yet another chat with customer service (I also had 2 chats and 1 phone call disconnected which is another frustration) I sent a third email but this time I replied to the email I sent on the 12th with the information the woman in the chat told me I needed to send. And I still havent gotten a single reply to that. I dont know how to get help since everyone I speak to says I need to email and they dont seem to respond to emails. I ended up just resending the cash with the correct name so my friend got the money but I still need a refund of the original transfer that is lost in limbo and cannot be picked up. Was a really awful first experience from a company I specifically wanted to use because it has a long history and said they have 24/7 customer service so I figured if I had any issues since it was my first time it would be solved quickly.

      Business Response

      Date: 05/22/2025

      Reference number: 335827715
       

      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 05/20/2025 where you mentioned that you need assistance with the refund of MTCN **********, as it was sent without the receivers middle name and he was unable to collect the funds.

      Please note that we have received confirmation that our compliance department fully refunded your money transfer and fees to your bank account, totaling ****** USD on 05/21/2025. 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.

      To help make things right, we want to offer you some promotional codes for future zero-fee money transfers and have sent them via a separate email per privacy purposes.

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

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

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 335827715 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: 05/22/2025

       
      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,

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

    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date was March 26/2025 I received a refund check from western Union. When I filed for the return of rent money, I was on their website and I followed the directions that the website told me. They didn't provide a tracking number,nor did they ask for my email address and I sent the return slip and a copy of the money order receipt. After 30 days they sent me a refund check for the amount of $ ******. they told me that it would be a $ 15. 00 charge for processing and they sent the refund check, but in the name of ***** ****** but my name is ***** ******. Two months ago I called them and talked with the, they took down all my information and email address, name to be corrected. They said I would receive an email from them, but I never received it. They gave me a case number on the first call which is ********* and told me that I will receive an email from their supervisor but I never received it. Then I called them again this month and I talked with a representative and she gave me another case number and said the same thing that I will receive an email from their supervisor but never received one. They have been holding on to my money and and won't send me another check in my correct name. It's been 4 months since I filled a complaint with them concerning changing my name to my correct name. I need my money now am behind in my bills and I need your help to address this with them. They are ignoring my requests with them. That's my money, they changed me fifteen dollars to process my refund money. Please help me get it back from them $ ******

      Business Response

      Date: 05/20/2025

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

      Hi *****,

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

      Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB).

      As we discussed over the phone, per your request, weve sent $735 & $15 your way on 05/20/2025. To pick up your funds, please visit any Western Union agent location in ********* with the tracking numbers (MTCN) ************ & ************ respectively, and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

      Sender: Western Union Customer Service
      Receiver: ***** ******

      We appreciate your business and are truly sorry to hear about your experience with our ************* representatives. Your experience doesnt reflect the way we do business with our customers, and we apologize for not delivering the high standards youve come to expect from Western Union.

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

      We appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you'll consider giving us a second chance to win back your trust and make things right. 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: 05/21/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

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