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

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  Western Union

  4351 University Ave San Diego, CA 92105

• 

  Western Union

  121 W Washington Ave El Cajon, CA 92020

• 

  The Western Union Company

  620 Richmond Rd Susanville, CA 96130

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:05/02/2025

  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 from Star Market in *********** **. I needed it to pay my rent. I somehow lost the money order. I filed out all the paper work that I was told to fill out by Western Union in ** and sent it overnight to be signed by western Union. I have been calling them in the phone since April 3 and they give me different excuses each and every time. It was signed by an employee but they tell me they dont have the paperwork. They keep giving me different dates that I will get the refund. They are just jerking me around and I feel like I am not going to get my money back for the lost money order which was for $317. I am hoping you can help me resolve this problem. It is very frustrating because I am getting no where and I need that money because I just get disability. The phone number for Western Union Refunds is **************.

  Business Response

  Date: 05/02/2025

  We are writing on behalf of Western Vista Credit Union in regard to a recent complaint filed under our organizations name. Upon reviewing the contents of the complaint, it is clear that the concerns outlined pertain to Western Union, a separate and unaffiliated company that specializes in global money transfers and financial services.
  To clarify:
  Western Vista Credit Union is a Wyoming-based, member-owned financial cooperative providing banking services to our members.
  Western Union is a multinational financial services corporation not affiliated in any way with Western Vista Credit Union.
  Given the distinct and unrelated nature of our organizations, we respectfully request that this complaint be removed from our BBB profile and properly redirected to the appropriate entity, Western Union.
  We appreciate your prompt attention to this matter and are available to provide any further clarification if needed.
  
  Sincerely,
  
  ******* ********, *************** Officer
  on behalf of
  ****** *********, Chief Executive Officer

  Business Response

  Date: 05/15/2025

  Hi ****** ******,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Thank you for your patience while we reviewed your concern.
  
  Please note that we were able to locate your Money Order under Number: 19571039814.Unfortunately, please note that this Money Order has been cashed and we are unable to complete the refund back to you.
  
  Find attached a photocopy of the cashed Money Order, it was cashed on Apr/04/2025.
  
  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:05/01/2025

  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 am requesting a refund. I purchased a money order for $500.00 7/30/2024 mailed to **************************** and they claimed they didn't received it. I had to go pay *** in person. Then a few weeks later DMV mailed me the money order. I had already started paper work for lost money order and then in January 2025 , I request on line refund till now 5/1/2025 my issue has not been resolved. I have called Western Union like 5 times in the last 5 months and filed a refund request on line 3 times. Each time I call Western Union I spend 45 minutes on the phone with them . I have told ** that I have the money order with me but have not cash it because I am waiting for refund and do not want to create any confusion on my refund. I told ** I can turn in the money order to them.

  Business Response

  Date: 05/05/2025

  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 BBB.
  
  Unfortunately I was unable to reach you at the phone number provided, however please note that we can share the details below:
  
  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:04/30/2025

  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 2 money orders I can't cash, I wasn't told they would charge me a fee to process this request. The agent processed this for me in the ********'s not my fault I can't cash the check.refund me my entire amount or reverse the cancellation .

  Business Response

  Date: 05/05/2025

  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 handled the claim you submitted through the Better Business Bureau (BBB) dated MAY-1. In your claim, you mentioned that you want the refund of two Money Orders that you were unable to cash.
  
  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:
   
  -Money Order Numbers
  -Any documentation related to the Money Order refund request you may have

  Please reply to the emails sent to you to ****************** in order to further assist with your request. 

  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,
   
  ***** J
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/29/2025

  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.

  On April 28th 2025 about 2:28 Eastern standard Time, called to Western Union supposedly listed corporate number of *********** resulted in an individual named **** answering at that number the individual could not speak good English was obviously Hispanic of some sort could not understand English, he also didn't know anything about Western Union policies or procedures customers wondering where his mail requests by regular mail is with money paid to Western Union to find a lost money order these individuals claim that something different than what's on the form if that's the case they need to send my money back... **** was going to ask for a supervisor to which someone who obviously wasn't a supervisor came to the phone claiming their name was ***** .. when they repressed about their name and that they didn't sound much like a supervisor they also couldn't speak and understand English she attempted to change what was said claiming that the name was now *********, clearly not what they said at first.. also said that they couldn't give this supervisor without a money order number... These two definitely don't sound like Western Union Representatives or how representative should sound it sounds like the car was intercepted by some place in ******, Western Union needs to do something about its hiring practices I need the job to be finished I need my money returned if they're not going to do the search... This is a male paper mail search sent in for missing money order of August ************************************************************************************************************************* order to find the missing money order the location place the sufficient..

  Business Response

  Date: 05/05/2025

  Reference number: 332038872
  
  Hi Menndek,
  
  We want to help you with your claim, but we’re still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  
  Since Western Union money orders are an anonymous public product, a lost blank money order is considered lost cash, nevertheless, we will assist you, by any chance do you have the purchase cashier’s receipt of the money order?, if not, we will need the day, the time and the name and address of the store were the money order was purchased so we can try to track the money order.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at [email protected] or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 332038872 to connect with me directly.
  
  Sincerely,
  
  Max C
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 05/05/2025

   
  
  Complaint: 23259446
  
  
  
  I am rejecting this response because:... This seems to be the only option to choose but I am not rejecting the company's response, it seems the only option is to accept the response and in the assistance or the correspondence or to reject the response I'm appreciative appreciative of the company's assistance I have sent them the requested information if the company does not receive that information successfully I asked ithat they please inform me of that and any other questions that they may have thank you also let it be known that I filled out and paid through regular mail the form to have this process done I have not received anything back from regular mail about it but I really don't need it as long as the assistance here is moving forward thank you...
  
  
  
  Sincerely,
  
  
  
  Menndek Cushe

  Business Response

  Date: 05/11/2025

  Western Union - Reference number: 333825683
  
  Hi Menndek,
  
  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 from 5/9/2025 where you stated that you lost a money order and  you are looking forward to be refunded on it.
  
  We are currently unable to track the money order using the receipt you provided on related Western Union case # 332038872. It appears that there is no Publix store registered at the address listed on the receipt (1120 BICHARA BLVD THE VILLAGES FL 32159). To assist you further, we definitely need the correct address where the money order was purchased from as well as the date and time of the purchase.
  
  Please see next an alternative list of proof of purchase for money orders, please send us back any proof of purchase as listed below, if you lost it , we the Money Order Research Request form completed, if you still have a portion of the money order, please send us back the Money Order Customer Request form attached (please note that it is one form per each money order and you do not need to get them notarized).
  
  Alternative list of proof of purchase for money orders:
  
  1 The original item or money order
  2 The original cash register receipt
  3 Other Money Orders purchased at the same location for the same amount
  4 Bank statement
  5 Resident’s ledger
  6 Police report
  7 Lease agreement
  8 Any sort of contract or agreement verifying the intended purpose of the payment
  9 An official letter from the store with the following details:
  The customer’s full name
   The full purchase details: amount, date, Money Order
  An official signature and stamp from the selling location
  
  We apologize for any inconveniences.
  
  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 333825683 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.

  Customer Answer

  Date: 05/13/2025

   
  
  Complaint: 23259446
  
  
  
  I am rejecting this response because: I think slothfulness has been what the problem has been from the beginning if Western Union will spend just a little bit of effort on its part those lost money orders can be obtained, the Publix they can't even find a whole Publix the number is 352-750-2400 to the 11:20 Bichara Blvd location... Purchase was made on July 30 2025.... The above location might be an alternate office where the transactions are located or transferred I'm not sure but they (Western Union) should check also 5411 Lady lake Florida Publix...
  
  
  
  Sincerely,
  
  
  
  Menndek Cushe

  Business Response

  Date: 05/24/2025

  Reference number: 335633512
  
  Hi Menndek,
  
  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 (complaint date).
  
  We are still
  reviewing your claim and I will share the findings of our investigation
  directly with you by email within the next 48 hours.
  
  Thank you for
  your patience and understanding.
  
  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 335633512 to connect with me directly.
  
  Sincerely,
  
  Max C
  Executive Resolutions Team
  
  Please read our Privacy Statement to
  find out how we process your personal data.
  

  Customer Answer

  Date: 05/27/2025

   
  
  Complaint: 23259446
  
  
  
  I am rejecting this response because: I am not rejecting the response per se but the process cannot be closed until I receive a resolution the information was given successfully yet the store involved even though the address was given and the phone number they said that the store did not even exist now hopefully they found it I'm hoping their efforts will be a little bit more detailed 
  
  
  
  Sincerely,
  
  
  
  Menndek Cushe

  Business Response

  Date: 06/08/2025

  Reference number: 338293463
  
  Hi Menndek,
  
  We want to help you with your claim, but we’re still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  
  At this point, we just need the approximate time of purchase to proceed with the research. If you can recall even a general timeframe that would be greatly appreciated.
  
  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 338293463 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Max C
  
   
  Please read our Privacy Statement to find out how we process your personal data.
  
  

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23259446
  
  
  
  I am rejecting this response because:
  

  Not necessarily rejecting the business response the business asks for the approximate time of purchase I can tell them that it was about 1:00 p.m. to 3:00 p.m. between 1:00 p.m. and 3:00 p.m. on that date that was previously given July 30th
  
  Sincerely,
  
  
  
  Menndek Cushe

  Business Response

  Date: 06/18/2025

  Reference number: 341192279
  
  Hi Menndek,
  
  Thanks , for the information, but as mentioned before, based on the details provided, we have thoroughly explored all available search options. Unfortunately, we are unable to proceed with a refund unless additional confirmation or supporting documentation is received.
  
  To move forward with the investigation, we kindly ask that you provide the following information:
  
  - Money Order Number 
  - Exact date of purchase
  - Purchase Receipt or any of the applicable alternative proof of purchase:
  The original item or money order
  The original cash register receipt
  Other Money Orders purchased at the same location for the same amount
  Bank statement
  An official letter from the store with the following details:
  The customer’s full name
  The full purchase details: amount, date, Money Order
  An official signature and stamp from the selling location
  
  And once again. Western Union money orders are considered anonymous financial instruments, which means that a lost money order is treated similarly to lost cash. 
  
  We sincerely apologize for any inconvenience this situation may have caused and truly appreciate your cooperation as we work to resolve this matter as quickly as possible. 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 341192279  to connect with me directly.
  
  
  Max C
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23259446
  
  
  
  I am rejecting this response because: the company keeps asking the same questions over and over they were given the exact location they were given the exact amount they know my name they refuse to contact the appropriate division of that store and do what's necessary to retrieve the information instead of demanding or applying themselves adequately to the store they want to return back there malingering to my charge asking me for an official stamp from the serving location stupid stuff asking me for the original money order receipts the original money order number in essence asking me to do the whole investigation and asking me to bring the money order in which is what I'm looking for in the first place the company needs to stop asking the same questions over and over get with the appropriate individual for that store location and have them pull up the money orders for that transaction... They should be specific of who they talk to so that I can follow up with the exact person they talk to that told them what could or could not be done the store location the title and the name...
  
  
  
  Sincerely,
  
  
  
  Menndek Cushe

  Customer Answer

  Date: 07/01/2025

  The last thing the BBB can do is act as a stooge on behalf of the party complained against these items were already sent my name the location the address even a telephone number for the accounting management if Western Union is not going to honor the pledge to his customers and try to place the burden on the customer then they are enacting but another form of refusal and malingering for instance they asked me to produce the exact money order this is a request to find a lost money order they asked me to send a official signature and stamp of the store management ridiculous if they refuse to do that job they should say so but don't try to implicate me in that refusal

• Initial Complaint

  Date:04/28/2025

  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 six Western Union money orders 3/16/2025. I was later informed by the ***** that one of the money orders was rejected by their bank upon deposit. I contacted Western Union by phone 3/31/2025. I spoke with ****** who told me to file a refund request on the Western Union website, which I did(case # *********). He told me my refund would be available within five business days at a Western Union office. I would be notified by email when it was ready. I received an email 4/7/2025 stating that my request was not approved. I called again and was told a Stop Order had been put on the money order. That was not done by me, the purchaser, so ***** escalated my issue (case # *********) with the money order team on 4/14/2025. I never got a response. ***** also said I could submit a new refund request. I did so on 4/18/2025 (case # *********). With this request I submitted a copy of my original receipt and images of all six money orders. Five business days later, no response. I called Western Union 4/28/2025 and spoke with ******. I was on hold several times, for a call which lasted over an hour total. Still no resolution. They cannot reimburse me because the money orders in question does not exist in their system since it was stopped. This is crazy! I have the receipt and the stub and the payee has the returned, un cashed, money order, which I also have the image of. I was told today the only thing I can do is go argue my case at the store where it was purchased, even though it is a Western Union product. Ridiculous!

  Business Response

  Date: 04/30/2025

  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 BBB.
  
  Unfortunately I was unable to reach you at the phone number provided, however please note that I can share details below:
  
  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:04/22/2025

  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.

  Since December. 2024, I have been a victim of an ongoing scam from a person pretending to be a business partner. I received ongoing harassing texts demanding money. I subsequently sent money via ****** and western union. I was fully refunded by ****** but not by western union. I submitted fraud investigation with western union. They told me it would take 30 day to complete the investigation. After 30 days I called back, they had no update or information for me. I called again, they had no update or information for me again. I have lost a large sum of money as a result. I expected a full refund given that I was scammed on their platform. I have not recieved any refund or even a response about the investigation. I also filed a police report to the ************************ & contacted my bank (**********) to have my account frozen while the scam was being investigated. Please help me to return my money. I am not being helped by Western Union.I have name/ Western Union address of the person who scammed me and I gave Western Union all the pertinent information about the scam that I experienced. Western has not supported me.

  Business Response

  Date: 04/25/2025

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

  
  We appreciate your business and are truly sorry to hear you may have been affected by fraud.

  
  Im one of the Executive Resolutions team experts at Western Union who reviewed your claim from 04/23/2025 submitted through the Better Business Bureau (BBB), where you mentioned that you were a victim of fraud/scam and are seeking our assistance to receive a refund.

  
  Our records show that you sent 4 money transfers from ****** to different receivers located in **************

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** CAD to ****** ***** in ************* on 24-JAN-2025 at 16:24:31 Eastern Standard Time.
  On 24-JAN-2025 at 19:28:11 Eastern Standard Time, a person with identification bearing the name of ****** ***** visited an agent location in ********, ************* to pick up the funds.
  Our records show that you started a money transfer with MTCN ************ totaling ******** CAD to ***** ******** in ************* on 23-DEC-2024 at 22:29:19 EST Eastern Standard Time.
  On 24-DEC-2024 at 09:40:20 Eastern Standard Time, a person with identification bearing the name of ***** ******** visited an agent location in ********, ************* to pick up the funds.
  Our records show that you started a money transfer with MTCN 135-652-0930 totaling ******** CAD to ***** ******** in ************* on 02-DEC-2024 at 16:12:41 Eastern Standard Time.
  On 02-DEC-2024 at 18:23:54 Eastern Standard Time, a person with identification bearing the name of ***** ******** visited an agent location in ********, ************* to pick up the funds.
  Our records show that you started a money transfer with MTCN ************ totaling ******** CAD to ****** ***** in ************* on 28-JAN-2025 at 14:38:53 Eastern Standard Time.

  
  On 28-JAN-2025 at 17:52:33 Eastern Standard Time, a person with identification bearing the name of ****** ***** visited an agent location in ********, ************* to pick up the funds.

  
  Western Union agents require the receiver to provide specific details for the money transfer, including tracking number (MTCN) and valid government-issued photo identification(s) to payout the funds. In the case of this money transfer, the receiver 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.

  
  Our records show that you have filed a fraud report with Western Union on 02/12/2025, fraud case number 316337142.
  Unfortunately, after reviewing the details of your case, we are unable to issue a refund.

  
  To learn more about fraud protection and #BeFraudSmart, check out our Fraud Awareness page or follow us on our social media channels.
  Were sorry for the inconvenience.

  
  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: 04/28/2025

   
  Complaint: 23236490
  
  I am rejecting this response because:

  I initially filed a fraud report 3 months ago. I had to call back more than 5 times to receive adequate service over the phone. While speaking to the customer service agents **** and Jeen they outlined that my money has been sent to a person who scammed me. Western union allowed this transaction to take place even tho one of the receivers was flagged for fraud. This means that despite records indicating a fraud risk, they allowed my money to go through.

  Moreover, the lack of support & the large amount of time spent calling just to get a response displays additional disregard for my wellbeing from Western Union. 
  

  I will not be satisfied until my $2,000 CAD is refunded.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/21/2025

  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.

  ****** Dogazon **************************************************************************** ********** ****** Dogazon 04/21/25 Subject: Complaint Regarding Cashed Money Order Still in My Possession Purchased at ******* Dear Better Business Bureau,I am writing to formally file a complaint regarding a money order I purchased at *******, which has been cashed despite the fact that it is still physically in my possession and has never been used or sent to anyone. in November I tried to pay rent and landlord returned the money order because bank rejected the deposit The details are as follows:Money Order Amount: 1000 Money Order Number: 22-022984367 Date of Purchase: 7/18/24 Place of Purchase: ******* located at ************************************************************************* Issuer of Money Order: Western Union I contacted ******* and/or the money order issuer, but I have not received satisfactory assistance or a resolution. Given that the money order is still in my possession, I am concerned about the possibility of fraud or an internal processing error.I am requesting the BBBs assistance in investigating this issue and facilitating communication with the involved parties to resolve this matter and recover my funds.I have attached a copy of the money order, my purchase receipt and any correspondence I have had with ******* or the money order issuer.Please let me know if further information is required. I appreciate your time and attention to this matter.Sincerely,****** Dogazon

  Business Response

  Date: 04/25/2025

  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 Western Union, weve sent $1,000.00 your way on 4/25/2025. To pick up your funds, please visit any Western Union agent locations in *******, except for ********* as they have a limit of payout of $300.00 with the tracking number (MTCN) 930-165-1047 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: ****** Dogazon
  
  Thanks for being a valued Western 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 Western Union customer.
  
  ****** E
  Executive ************************ Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/15/2025

  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 in of's paymentive transient modulation, the form of an money order I attempted to pay ********************** The monies was an direct payment for an monthly fee. This incurrence was cycled around the time of Black Friday through the first week of December pivot. The second week of this month of December, Farmers Furniture remailed the original money order too I due to my fault at the moment of signaturing I did not have mindful technology of paymentived consent of the change not too sign the backside of the alternative courier payment for the bill, I in-which previously I had been signing for many year's too and with other Incorporations. The money order consortium slip was purchased at ******** store locally, just as-ased the creditor was near, all in the ********************* area. I went to the ******* customer service desk to recash the original money order, and in this second cycle told that since the Western Union Money Order had my signature it could not be repaid to I, so I remailed all original information too Western Union in of's the 2nd/3rd week of December, yet I have nothing too state other than voice recognition to prove validics too state I mailed in two money orders, thused one being for another **** for an book order. I have contacted Western Union and in all true explanation, reserve I attempt, auxiliary wait!

  Business Response

  Date: 04/19/2025

  Hi **** ******,
   
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  We want to help you with your claim, but were still missing some information to help us with the review process.
  
  Please note that we were able to locate the documents, however the forms are missing from the document received.
  
  Please fill out the attached form (one for each of the Money Orders: *********** - 100USD, *********** - 17USD)
   
  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 329305359 to connect with me directly.
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  

  Customer Answer

  Date: 05/07/2025

  I do not have the documents needed to prefill the Western Union Money Order issues, because I at the time filing the money order claims, I sent all documentation too Western Union/**********, I am not pleased with this request either when I received, at the time of communication I explained this to the **** of Western Union, I would like my refunds!

  Business Response

  Date: 06/12/2025

  Reference number: 339215933
   
  Hi ****,
  
  Thank you for your patience while we reviewed your case.
  
  We have processed the refund of your Money Orders under money transfer control numbers (MTCN) 930-167-0508 for ****** USD and ************ for ***** USD. To pick up your funds, please visit any Western Union agent location in **, *** with the tracking numbers (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.
  
  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 339215933 to connect with us directly.
  
  Thanks for being a valued Western Union customer.
  
  ***** J
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/15/2025

  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.

  Complaint Summary:I attempted to receive a Western Union money transfer and was repeatedly sent to multiple locations by their customer service and online locator. **************** claimed each location claimed they could process the transaction, but in reality, either the Western Union terminal was not working, or the location did not dispense cash. This lack of transparency and coordination caused significant inconvenience, wasted time, and unnecessary travel.Details:I provided all required information, including the transaction number and valid government-issued ID. Despite this, I was redirected to multiple affiliated locations, none of which could complete the transaction. These locations were either not equipped to pay out funds or had inoperable systems.Desired Resolution:Clear disclosure of which locations can actually process money transfers and dispense cash.Immediate correction of inaccurate information on the Western Union locator and CFCS should process Western Union Transaction based on Western Union policy not their own internal policy. Compensation for the inconvenience caused by repeated failed attempts and misinformation.

  Business Response

  Date: 04/17/2025

  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 BBB.
  
  Unfortunately I was unable to reach you at the phone number provided, however please find details below:
  
  We sincerely apologize for the inconvenience and frustration caused by this situation, we can see that your transaction: ********** has been successfully collected on Apr/15/2025.
  
  Please note that due to this transaction being a elevated amount not all locations are capable of paying this amount, reason why you may have encountered issues at the locations you visited.
  
  We will be sharing this feedback with our Regional Operational Manager so this incident can provide feedback on the handling of your case.
  
  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.
  
  These promo codes were shared with you 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 ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  

• Initial Complaint

  Date:04/14/2025

  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 for $128.07 on February 8, 2025. The money order was not received to the intended person. I called Western Unionto see if it was cash and it was not. I went online and filled out the request for a refund of my money order. to several people not one of them has an answer as to when Im getting my money back and it was given false information as far as they were returning it to me, but still have not received my refund. I started this process on March 5 of 205 and I still have no resolution. I called to see if the money order was cashed. It is still not cashed and Ive submitted ******** for a refund three times now

  Business Response

  Date: 04/17/2025

  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 from 04/15/2025 submitted through the Better Business Bureau (BBB) where you mentioned that you need help with your Money Order refund request.
  
  Please note that weve sent a total of ****** USD your way. To pick up your funds, please visit any Western Union agent location in **/** with the tracking numbers (MTCN) sent through a separate email, per privacy purposes, 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.
  
  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.