Complaints

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

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  517 Fremont St. Las Vegas, NV 89101

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

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:05/18/2025

  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 started a money transfer that was advertised to be completed and cash ready in seconds on 5/12/2025, It's now 1926 on 5/18/2025 and I still do not have cash in hand. Somehow along the line of customer service wannabees, it was changed to a 'prepaid debit card' transfer. I have been told since the 13th all I could do was wait! The company also advertises that you can buy a prepaid debit card nearly everywhere, and there are three places in *******, The closest to me being in **********, ** nearly 2.5 hours away. When I called this place I got "No hablo engliosh" and was hung up on. This company has held my money hostage since 5/12/25 and their multi layered false advertising, horrible customer service (hang up, have no idea what they are doing, can barely speak english) is embarassing. At a minimum I should have all fees refunded to me and interest paid at 100% per day due to the false ads.

  Business Response

  Date: 05/23/2025

  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 that was addressed to our corporate office from CFPB.
   
  Please note that as per checking the details of the transaction, we can confirm that the Add Money Option was processed at the moment of send and the option to send funds from a bank account was selected.
  
  We sincerely apologize for the delay processed for this transaction, we understand that the website indicates 1-2 business days, however this transaction took additional time to be settled.
  
  We can confirm that the deposit was successfully processed on May/16 and credited to the prepaid debit card. We can confirm that the funds were spent by you using the prepaid debit card on May/19.
  
  Due to that we cannot complete a refund for this transaction.
  
  Additionally, Please be advised that based on our records, this transaction was successfully debited from your bank account. However ***************************************** received a dispute from your bank which means funds were credited back to your bank account which funded the prepaid debit card. We will be letting your bank know the detail above in regards to this dispute.
   
   
  Please call us at ************ to resolve this situation.
   
  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.
  
  
  Sincerely,
   
  ****** E
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a money order and the money order was destroyed. I have gone thru their replacement process twice. They keep telling me they have located the money order snd will send me the replacement but nothing gets sent. I have spoken to them 7 times. Nothing is being done to refund the money order. I need help

  Business Response

  Date: 05/19/2025

  Hi ******* ********,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  We thank you for your patience.
  
  Please note that we have completed the refund for Money Order: *********** under new MTCN: ************.
  
  This new MTCN is currently available for collection at a Western Union location in **/***
  
  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: ******* ********
  
  
  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.
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  

• Initial Complaint

  Date:05/13/2025

  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 bought a money order for my rent. I clearly put pay to the order of Hillview apartments on it. I turned it in to the box here at my place. Somehow someone else got a hold of it and cashed it. First of all they stamped not used for Intended purpose on it. But western union is not doing an investigation. Or they are not telling me where it was cashed so I can do it myself. Whoever cashed it should not have cashed it for anyone except ******** apartments. I've been dealing with this since October of 2024 and it is now may 2025. It was for my rent so I am 1 month behind. Can u please help me. I have called western union many times and they keep asking me to do things I do them and they give me the run around.

  Business Response

  Date: 05/16/2025

  Western Union - Reference number: *********

  Hello ******* ******,

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 13-May-2025. In your claim, you mentioned that you had purchased a money order for your rent in October 2024 and somehow, someone else cashed the money order and the intended payee, Hillview Apartments, did not cash it. You are requesting assistance to acquire a refund.

  Our records show the following money order was investigated by Western Union:
  
  Money order number: Amount:
  19-677550884 ****** USD
  
  The money order 19-677550884 for ****** USD was paid on 09-Oct-2024 with the sequence number ************ and the Bank of First Deposit (BOFD) is ***************, NA (***).
  
  We apologize, however, since the money order was honored and paid, there are no refunds available.
  
  Kindly note that we received a money order affidavit which results in a refund (if the funds are available) or an image of the cashed item. The image of the cashed item was provided fulfilling this affidavit.
  
  Please be aware that the front of the money order is not changed/altered and is made payable to Hillview Apartments, therefore, this money order does not qualify for the Purchasers Forgery Affidavit process, however, if the intended payee, Hillview Apartments did not cash the item this does qualify for the Intended Payee Affidavit process.
  
  We have provided the form under a separate cover to your ********* email address. Please have the intended payee, Hillview Apartments, complete the Intended payee affidavit form.
  
  Once we receive this correctly completed form, we can proceed with the forgery process. We apologize; however, per banking regulations, Western Union only has 11 months from the date of encashment to submit forgery documents to the ************* Deposit on a consumers behalf. In this case, the correctly completed Intended Payee Affidavit needs to be submitted by 09-Sept-2025.
  
  We sincerely appreciate your patience and cooperation in resolving this matter.
  
  If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thank you for being a valued Western Union customer.
  
  Ako T
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was lied to by western union about a refund.

  Business Response

  Date: 05/20/2025

  Reference number: 334549569
   
  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 5/13/2025. In your claim, you mentioned that you were misinformed by one of our customer care representative about your money order refund status.
  
  We appreciate your business and are truly sorry to hear about your experience with one of our ************* representatives. Your experience doesnt reflect the way we do business with our customers, and we apologize for not delivering the high standards youve come to expect from Western Union. We hope youll consider giving us a second chance to win back your trust and make things right.
  
  We are taking steps to prevent such incident from happening again, including working with our business partners and ************* representatives to address your experience and concerns you raised.
  
  As you were advised previously weve fully refunded your money order totaling ****** USD on 5/19/2025 with the tracking number (MTCN) ************, and our records show that youve already collected your refund on 5/19/2025 at a Western Union agent location in **, ******************
  
  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 334549569 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  Executive Resolutions Department
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 21 2025 I made a money transfer transaction at a Western Union kiosk at an authorized agency to be sent to a bank. On April 9 I called the bank and was told they never got the funds. I called ** and they said they could not find my information despite having the Tracking Number. They suggested I go back to the agency and verify the transaction. The manager at the agency gave me a receipt of the transaction. I called ** and they were suddenly able to find my information but stated that the transaction had been canceled. They informed me that they would have to move my case to a special investigation, and they would contact me . On April 13 I received an email from ** stating they would get in contact with me and gave me a case number. I never heard back from them.On April 23 I called ** and was informed that the transaction had been refunded back to the agency. The agency stated that it is not their policy to accept refunds from **. On April 23 I spoke the agency and was told again that it is not their policy to have ** refund them money. The manager called ** and the representative informed her that ** would refund me the money and a new tracking number would be generated. I called ** and was told that there was no new tracking number. The representative insisted I go back to agency and have the manager call a different department at **. He insisted that ** sent the agency an email and that the manager could talk to someone from ** to obtain the new tracking number. I called back on April 29 and was given a new case number; no one contacted me. I called back on May 5 and was given a new case number; no one contacted me. I called back on May 8 and was given a new case number; no one contacted me. I called back on May 10 and was given a new case number and was promised they would provide a new ****; no one contacted me. I called back on May 11 and was given a new case number. The manager insisted that the agency needed to refund me my money.

  Business Response

  Date: 05/15/2025

  Reference number: 334316699
   
  Hi ****,
  
  We appreciate your patience while we reviewed your case. 
  
  When reviewing your case, I had to reach out to the regional management of the Western Union location where you sent the funds and before proceeding with the refund we needed to verify internally that the funds are in our system. We understand how this might be frustrating as you were expecting to receive your refund faster than what it took.
  
  Weve fully refunded your money transfer and fees, totaling ******** USD. You can pick up the money at an agent location in **, ********;using your government-issued ID and the tracking number (MTCN) ************.
  
  We hope youll give us a second chance to win back your trust. To help make things right, we want to offer you a promotional code for a zero-fee money transfer. We have sent this to the email address you provided in your file.
  
  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 334316699 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  ***** J
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 05/20/2025

   
  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:05/09/2025

  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.

  Bought a money order sent in all documents plus ***** foot processing fee they sent a check which was 6***** but check got wet and bank couldnt read numbers to cash so I sent back to ersten union but havent recieved check back

  Business Response

  Date: 05/11/2025

  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)
  
  Unfortunately, I couldnt reach you at the phone number you provided. Weve sent $615 & $15 your way on 05/11/2025. To pick up your funds, please visit any Western Union agent location in ******* with the tracking number (MTCN) 930-165-5667 & ************ 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 Care
  Receiver: ******** ******
  
  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 ********* 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:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a money order from freshco food in ******, ca on April 29, 2025. I didn't end up using the money other which was made it for $379.26. on May 1, 2025 when trying to contact Western Union via the website I was taken to an online refund request. Originally I tried to download the receipt of the money order as requested by the website but it kept telling me the picture was to large. After using some one else's phone I was able to upload a picture of my receipt. I received an email telling me my money would be available in 5 business days to pick up from a Western Union location. Today, may 8, 2025 I called Western Union never I hadn't heard anything and told it was approved but we're waiting for some kind of clearance for the money to be released. On top of that I find out they are going to charge me $15 for refunding the money order. I got charged a fee to have the liberty other made to begin with and now I have to pay $15 to get a refund. So, not only is my refund not available to be picked up by when it is I'm going to have to pay more money to get my money.

  Business Response

  Date: 05/13/2025

  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 May 8, 2025. In your claim, you mentioned that you purchased a money order on May 1, 2025, that you no longer needed. To receive a refund, you completed a webform but have yet to receive a response despite passing the quoted five-day response time.
  

  We appreciate your business and are truly sorry for the experience you had while using our services. Our records confirm you completed a refund request with case number: ********* on May 1, 2025, for Money Order *********** in the amount of $379.26.
  

  A delayed response was identified, and we are deeply sorry you experienced this, note that our systems validated the value of the money order as $1,000. This was corroborated with the image of the money order stub you shared as proof of purchase. On May 8, 2025, a refund totaling $985.00 was issued via MTCN 587-139-0237 as a refund. Note that the refund amount constitutes the deduction of the $15 refund processing fee.
  

  On May 8, 2025, we confirmed funds were collected from an agent location in ****** ********** using the referenced MTCN.
  

  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  
  ***** *.
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

  Customer Answer

  Date: 05/17/2025

   
  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,
  
  ****** San *******

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17/2025, I sent $50 using Western Union to a friend in **** as a gift from one of their shops (Food Lion) in ******** **. They issued me with a MTCN *************************** friend could not draw the money because the **************** had ordered Western Union to stop operations in 2023. On 5/5/2025 I went to Western Union shop requesting a refund. Western Union asked me to provide full personal information about the recipient. On 5/6/2025 I contacted Western Union customer service and wrote a letter to them requesting a refund because my friend could not draw the money I transferred.Western Union replied requesting me to provide the following Information about the recipient:Full legal Name Date of birth Country and City of birth Gender Photo of *****************issued photo ** ** type ** issuer ** number ** Issue date ** Expiration date Relationship between sender and receiver Purpose of the money transfer Receiver Occupation Receiver Residential address If the ** is not in English provide full legal translation of the ** Upload a clear and easy-to-read scanned copy or picture of their valid government-issued photo ** (front and back)Full name of the person submitting the letter Western Union website's published requirement states that if money was not received then the sender is entitled to get his money back without stating any conditions. Western Union accepted my order fully knowing that Iraq has banned them operating in their country. Obviously Western Union are not willing to refund my money.

  Business Response

  Date: 05/12/2025

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

  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 May 9, 2025. In your claim, you mentioned that your receiver was not able to pick up the funds of your money transfer because of the **************** had ordered Western Union to stop operations. You requested a refund; however, you were asked by Western Union to provide information about your intended receiver.

  I know there is a time difference between our locations, and I want to respect your time and privacy.

  We know how important it is when you choose to send money with us, and we have reviewed the details of your case.

  We know it must have been frustrating for you to wait for the refund of your money transfer. Weve fully refunded your money transfer and fees, totaling ***** US DOLLAR(***-US-USD) on May 10, 2025, with the tracking number (MTCN) XXX-XXX-9909, and our records show that youve already collected your refund on May 10, 2025, at a Western Union agent location in ********, ****

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

  As a thank you, we want to offer you two promotional codes for zero-fee money transfers. Please check your email for the details of the promotional codes.

  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.
  Happiness O.
  Executive ************************ Team

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

  
  

  Customer Answer

  Date: 05/12/2025

   
  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:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2024, I requested money order refunds (3) via The Western Union website, but so far I got only 1 refund (it happened in December 2024, after 3 months of instant calls). I'm still trying to get another 2 refunds and keep calling The Western Union every week. They do nothing, keeping telling me that they're sorry, try to escalate my case and transfer it to some department. I got seek and tired and want my money back. The amount of each of two refunds is $498.00. The company has all the needed information: money order numbers, case numbers, my address and telephone number. They never call me back or send me any email. Please, reach out to them to solve my issue, I've been trying to solve for 8 months already.I've attached the file containing two money orders I'm waiting refunds for.

  Business Response

  Date: 05/07/2025

  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 your claim you submitted through the Better Business Bureau (BBB)
  
  As we discussed over the phone, we have refunded the remaining Money Orders in full, weve sent $483, $483 & $30 your way on 05/07/2025. To pick up your funds, please visit any Western Union agent location in ********** with the tracking number (MTCN) *****************-916-4047 & ************, 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 Care
  Receiver: ****** Lokyan
  
  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.

• Initial Complaint

  Date:05/03/2025

  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.

  Im trying to use Western Union to send money to the ***********, but theyre convinced that Im the victim of a fraud or scam even in though I know for a fact that Im not. Im trying to send money to my father via an associate of his. I have spoken to them both face to face via video call. I want Western Union to explain to me what makes them think theres fraud going on but - more importantly - I just want them to stop flagging my transactions and let me send my father his money. Its HIS money that Im trying to send TO HIM. I tried calling ** about this, but all they did was transfer me from one person who couldnt help me to another for an hour. Theyre being willfully unhelpful and I want them to stop and just let me send my father his money.

  Business Response

  Date: 05/08/2025

  Reference number: *********
   
  Hi *******,
  
  We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  
  We wish we had better news, but based on the information available to us, we cant process any of your money transfers sent to *********** until you complete the reinstatement questionnaire.
  
  Please reply to this email within 48 hours to confirm you have completed the questionnaire. Once we have all your information and supporting documents,well be able to review your case.
  
  If you prefer, you may complete the questionnaire manually by doing the following:
  Complete each section of the reinstatement questionnaire below.
  Scan or take a picture of your government-issued photo ID and at least two documents supporting your use of our services (see examples below).
  Scan or take a picture of your proof of source of funds documents (for example, bank statements, pay stubs, winning receipts, etc.).
  Reply to this email with the completed questionnaire present and the file(s) attached.
  Keep in mind the documents you provide must be:
  Fully visible, well-lit and not blurry. Make sure letters, numbers, signs, security features, dates, names, letterheads, stamps, pictures, images and other details are clear.
  Supporting the purpose of your money transfers, source of funds and relationship to senders and receivers.
  With dates and names that align with your money transfer history.
  Valid receipts and invoices with reference numbers, company's name and essential company contact information (phone number, address).
  Here are some examples of documents you can send us.
  Tuition assistance or education
  Tuition receipts
  Most recent year/term transcripts
  Invoices or purchase receipts
  Personal-related expenses
  Birth or marriage certificate
  Itinerary or flight tickets
  Invoices
  Property title or other property evidence
  Loan or mortgage statement
  Receipts for goods or services purchased
  Medical bills or certificates
  Purchase agreement
  Business-related expenses or charity
  Business license or other ****************************** documentation
  Tax identification information
  Business registration information, permits or website address
  Invoices
  Not-for-profit documents (such as a 501C3 License, etc.)
  Letter of explanation (for example, a letter on company letterhead explaining your position in the organization and why you are sending on their behalf)
  Purchase agreement
  Invoices or purchase receipts
  Payroll receipts
  Sellers permit
  Loan repayment
  Purchase agreement
  Invoices or purchase receipts
  Property title or other property evidence
  Loan or mortgage statement
  You can fill out this questionnaire online through ******,or you can open the multiple emails we have sent you and complete the questionnaire through email so we can expedite your reinstatement request.
  
  Were sorry for the inconvenience and thanks for your understanding. 
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Sincerely,
  ***** G
  Executive Resolutions Team