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: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 went to *******, where I purchased a check from Western Union. They refunded one check but refused to cash the other check. I was told to contact Western Union for a refund. The company directed me to fill out a refund form, which I did (twice). I have not received a refund or response from Western Union. The company told me the check was cashed. How can the check be cashed if I am holding it in my hand and I have the original receipt? All I want is my $20.00 returned. They will no longer help me. I would appreciate BBB's help in resolving this situation.Thank you,******* *******

  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.
  
  As mentioned over the phone, please note that we have completed the refund for Money Order: *********** under new MTCN: ************.
  
  Previous MTCN shared has been cancelled, this new MTCN is currently available for collection at a Western Union location in **/US.
  
  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:04/13/2025

  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 went to ******** to get a refund on the Money Order in the amount of $20.00. The money order originally cost me $25.00. The ********* system either informs of errors like it cannot find the tracking information or the sender's information. I called customer servers of ***************************************** and followed there advise. I inputted into the computer at ********* what they told me to input and still got errors. I give up and would like Western Union to mail to my address a check in the amount of $20.00.

  Business Response

  Date: 04/16/2025

  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 04/14/2025 where you mentioned that you would like to receive the refund related to MTCN ********** via check.

  Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.

  Please note that we have received your request, and a refund check will be issued to the mailing address linked to your profile. As soon as we have the tracking details, I will get back to you.

  
  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:04/12/2025

  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.

  I believe the date of the transaction was on 8-5-24. I paid the business $375.00. The business committed to provide me a refund of $375.00 because of a lost money order for rent by the apartment manager. The nature of the dispute is that they have failed to send me the check for the $375.00. I have called them several times. I once called them and waited thirty minutes and they hanged up on me after I told them what the call was in reference to. They keep saying give it 7-10 business days. I have yet to see the refund. The business has not tried to solve the problem if anything they seem to be avoiding it. The case# is *********. The 11 digits are ***********. They keep giving me the run around. I even asked to speak to the Supervisor. I am getting no where with them. I even said I would report them to your business but they just seemed to blow it off. They didn't seem to care one bit. I have recently moved so my address is now: ************************************************************************************************************************. I live on a very TIGHT income especially since I had to pay my rent twice because of this matter. Please help me. Thank you and God bless.

  Business Response

  Date: 04/18/2025

  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 4/12/2025. In your claim, you mentioned that you need assistance with the refund of the ** *********** for 375 USD.
  
  Thank you for your patience while we conducted our investigation regarding your recent money order.
  
  After thoroughly reviewing the details, we have confirmed that you provided all required information to process the refund. Previous refund checks have been sent to the mailing address you had; however, to avoid you dont receive the refund check plus to expedite the refund and you dont have to wait the usual 7 to 14 business days, weve fully refunded your money order, totaling 375 USD on 04/18/25 with the tracking number (MTCN) 930-164-8389. You can pick up the money at any Western Union agent location in **/***
  
  When collecting your refund, please provide the following details:
  
  Sender: Western Union Customer Care
  Receiver: **** ******
  MTCN: 930-164-8389
  Amount: 375 USD
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.
  
  We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.
  

  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  ***** G
  Executive Resolutions Team
  
   

  Customer Answer

  Date: 04/26/2025

  I just wanted to let you know that I got my $375 back from Western Union.  I went in person to the store and finally got it in cash.  You guys were great.  Thank you and God bless.  Keep up the great work.  ??

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent $200 on 1/21/25 to my dad's account in ***** who suffered from ************** to help with medical bills, MTCN ********** but he never received this payment. I have been repeatedly trying to get a resolution but all I receive from Western union is a letter that they accept a problem may have been occurred with the transfer and as a courtesy refunding $0.99. I have provided bank statement of receiver's account proving those funds were undelivered. $200 may not be a whole lot for a lot of people and those highly paid Western union managers but it is a whole lot for someone living in third world country. I have made all the efforts before this post calling them since January 27, 2025 trying to resolve and get a refund. I will file a complaint with ************************ and Media wherever possible as a last resort and will never recommend anyone to use Western union.Also beyond pathetic is how their customer service associates do not try to genuinely help long time customers like me who have been using them since 2017.

  Business Response

  Date: 04/18/2025

  Reference number: 328091466
  
  Hi *****,
  
  Thank you for your patience while we conducted our investigation regarding your recent money transfer transaction MTCN **********.
  
  After thoroughly reviewing the details, we have confirmed that the refund was successfully started on 04/18/25 totaling ****** USD. Please know that it may take up to 7 business days to show in your account. 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.
  
  We deeply regret any inconvenience caused and offer our sincere apologies. Your feedback is invaluable, and we are taking swift action to address the issues raised, with a commitment to delivering an enhanced and seamless experience for you.
  
  We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.
  
  
  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 328091466 to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  ****** E
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/08/2025

  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 filing this complaint because Western Union allowed a known scammer, ******* ******** Ticarau, to use its platform to receive over $6,931.50 in fraudulent transfers from me throughout 2024. I filed a fraud report, and Western Union opened Case #*********. They ultimately confirmed wrongdoing by permanently banning her yet they continue to keep the funds that were sent under deception.******* manipulated me emotionally, exploiting my mental health vulnerabilities, and fabricated emergencies to pressure me into sending money. She later escalated into sextortion, which has now been reported to the *** (IC3), FTC, NY Attorney General, and other agencies.Western Union claims they are not liable once funds are picked up, but this case goes far beyond that. The company has already confirmed fraud occurred, and it has both the global infrastructure and legal ability to pursue restitution from the perpetrator. I do not. I am just a private individual while ** is an international financial institution with the resources to investigate, recover, or at minimum, share the loss.Their refusal to refund me despite banning the scammer and closing a confirmed fraud case feels like they are punishing the victim while protecting their bottom line. The amount I lost is just $6,931.50 which is approximately *******% of Western Unions multi-billion dollar net worth. To me, that is life-changing debt. To them, it is a rounding error.I am requesting a full refund of the $6,931.50 that was transferred to ******* ******** Ticarau via Western Union. This is a matter of fairness, corporate responsibility, and honoring their own findings.

  Business Response

  Date: 04/11/2025

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

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

  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 04/08/2025 through the Better Business Bureau, where you mentioned that you need assistance as you were victim of a scam.

  
  Our records show that in 2024 you sent 15 money transfers from ************* to a receiver located in *******. The total amount sent is ******** USD.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 08-OCT-2024 at 01:40:42 EDT Eastern Standard Time.

  
  On 08-OCT-2024 at 09:58:01 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 15-OCT-2024 at 04:48:02 EDT Eastern Standard Time.

  
  On 15-OCT-2024 at 10:03:11 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 162-470-1484 totaling ****** USD to ******* ******** TICARAU in ******* on 20-AUG-2024 at 00:08:04 Eastern Standard Time.

  
  On 20-AUG-2024 at 02:55:29 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN  ************ totaling ****** USD to ******* ******** TICARAU in ******* on 27-AUG-2024 at 13:13:10 Eastern Standard Time.

  
  On 27-AUG-2024 at 13:45:37 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 025-871-7034 totaling ****** USD to ******* ******** TICARAU in ******* on 30-AUG-2024 at 21:24:49 Eastern Standard Time.

  
  On 31-AUG-2024 at 09:17:30 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 02-SEP-2024 at 01:13:29 Eastern Standard Time.

  
  On 02-SEP-2024 at 10:25:06 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 03-SEP-2024 at 13:27:01 Eastern Standard Time.

  
  On 03-SEP-2024 at 13:35:56 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 213-063-9651 totaling ******** USD to ******* ******** TICARAU in ******* on 03-SEP-2024 at 14:12:03 Eastern Standard Time.

  
  On 03-SEP-2024 at 14:15:37 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 06-SEP-2024 at 03:12:08 Eastern Standard Time.

  On 06-SEP-2024 11:54:50 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 301-067-0067 totaling ****** USD to ******* ******** TICARAU in ******* on 12-SEP-2024 at 10:43:48 Eastern Standard Time.

  
  On 12-SEP-2024 at 11:58:07 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 569-058-1829 totaling ****** USD to ******* ******** TICARAU in ******* on 12-SEP-2024 at 13:12:45 Eastern Standard Time.

  
  On 13-SEP-2024 at 09:54:13 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 014-652-8649 totaling ****** USD to ******* ******** TICARAU in ******* on 19-SEP-2024 at 09:40:00 Eastern Standard Time.

  
  On 19-SEP-2024 at 10:12:00 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 23-SEP-2024 at 15:03:30 Eastern Standard Time.

  
  On 23-SEP-2024 at 15:19:03 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN 158-525-5096 totaling ****** USD to ******* ******** TICARAU in ******* on 23-SEP-2024 at 15:06:42 Eastern Standard Time.

  
  On 24-SEP-2024 at 02:49:05 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU visited an agent location in *********, ******* to pick up the funds.

  
  Our records show that you started a money transfer with MTCN ************ totaling ****** USD to ******* ******** TICARAU in ******* on 23-SEP-2024 at 15:10:12 Eastern Standard Time.

  
  On 23-SEP-2024 at 15:21:49 Eastern Standard Time, a person with identification bearing the name of ******* ******** TICARAU 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 these money transfers, 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 transfers.

  
  Our records show that you have filed a fraud report with Western Union on February 3rd, 2025, fraud case number 314464933.

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

  
  

  Customer Answer

  Date: 04/11/2025

  Complaint: 23162235
  
  Dear BBB and Western Union,

  Thank you for taking the time to respond thoughtfully to my complaint. I want to acknowledge the professionalism of the Executive Resolutions Team and the respectful tone of your communication its a welcome change from other entities Ive dealt with throughout this process. However, I must respectfully disagree with Western Unions decision to deny a refund, and I would like to clarify why I continue to request a resolution in this matter:

  Western Union has confirmed fraud occurred. You permanently banned ******* ******** Ticarau, the individual who received these transfers, after reviewing my reports and your own investigation.
  The money was obtained through deception. ******* manipulated me with lies about medical emergencies, legal threats, and other fabricated crises. This eventually escalated into sextortion threats to release private content unless I stopped contacting law enforcement. This is no longer just a civil dispute it is part of an ongoing criminal matter that has been reported to the *** (IC3), NY Attorney General, ***, ****, and other agencies. Western Union has international tools I dont. As an international company with far greater resources than I have as a private individual, Western Union has more options for pursuing restitution or working with Romanian authorities to seek recovery directly from the perpetrator. Instead, I have been left to carry the full financial burden of her deception debt that, for me, is life-altering, but for Western Union represents less than ******% of annual revenue. $7,117.62 may be a small fraction of a multinational companys earnings, but to me, it represents deep credit card debt and ongoing emotional harm. It was sent under manipulation, pressure, and false promises all tactics now well-documented in my fraud reports and agency complaints.

  While I continue to request a full refund based on the facts of this case, I want to express that even a partial refund would be a significant help to me and a meaningful gesture that Western Union takes seriously the burden placed on victims of cross-border fraud.

  I truly appreciate your time, and I ask for your reconsideration in light of these details.

  Sincerely,
  Hamza Zahadi 

• Initial Complaint

  Date:04/05/2025

  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.

  I have been trying to contact Western for 2 days and have been unable yo contact anyone about me refund. I tries using the website *************************************************************************************************************** and it keeps showing me errors every time I put in the information. I have 2 money orders that I have been trying to get a refund for, one for $336.00 and other for $400.00. I could not each a live person on the phone, so was my only option.

  Business Response

  Date: 04/08/2025

  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 4/7/2025. In your claim, you mentioned that you previously purchased two money orders which were not used. As a result, you submitted the money order refund requests but havent received a refund.
  
  Our records show that the following money orders were reported as not used on 4/6/2025:
   
  Money order number: Money order amount:

  19687496123               ****** USD
  19687496122               ****** USD

  We received your original money order refund request online on 4/6/2025, and our team processed your request on 4/8/2025.
  
  Weve fully refunded your money orders totaling ****** USD and ****** USD on 4/8/2025 with the tracking numbers (MTCN): XXX-XXX-8742 and XXX-XXX-8816. You can pick up the money at any Western Union agent location in **, ******************
  
  When collecting your refund, please provide the following details:

  Sender: Western Union Customer Care
  Receiver: **** ****
  MTCN: XXX-XXX-8742 and XXX-XXX-8816
  Amount: ****** USD and ****** USD
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.
  

  Please be advised that due to the security reasons refund information was sent to the email address provided in the request.

  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 327131034 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  Julija R.

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

  Customer Answer

  Date: 04/08/2025

   
  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:04/05/2025

  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.

  Purchased money order on 3/4/2025.Sent money order but didn't reach destination.Western Union informed me to do refund on website but the website wouldn't allow me to submit.Supervisor informed me to send pics of money order and the picture of error message via website.I sent it and they are still asking to send request but I can't.After speaking to numerous supervisors they still haven't refunded the ********* of the supervisors actually said that they can't recieve emails so they are lying just to get me off the phone.Another supervisor told me to continue to send request again and not hearing out what I said and kept giving me the same answer even though website is faulty.

  Business Response

  Date: 04/07/2025

  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 06-Apr-2025. In your claim, you mentioned that you previously purchased a money order which was lost/stolen/unused. As a result, you submitted a money order refund request via an online submission but have not received a response. You are requesting assistance to acquire your refund.

  Thank you for taking your time to speak with me on Monday,07-Apr-2025 where we have provided you with the details of your refund.

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

  Thank you for being a valued Western Union customer.

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

• Initial Complaint

  Date:04/04/2025

  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 filled out forms on western union online gave them all the information they requested and still no refund they dont have people to talk to about it they just have numbers to give that dont address the issue! I want my money..

  Business Response

  Date: 04/09/2025

  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:
  
  We sincerely apologize for the inconvenience and delay in getting your funds back.
  
  We have shared the refund details with you via email.
  
  All transactions are currently available for collection 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:04/03/2025

  Type:Delivery 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 purchase a money order from ****** in ****** **** some one stole my money order I report it ot western union asking to have my money order replace they inform me that they could not replace my money order cause it was cash not by me so who so ever cash it was fraud that was for my rent

  Business Response

  Date: 04/03/2025

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

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

  We appreciate your business and are truly sorry for the experience you had with your money order.

  Im one of the Executive Resolutions team experts at Western Union who is handling your claim to the Better Business Bureau (BBB) on 03-Apr-2025 where you mentioned that you had a money order stolen and it was cashed but not by you. You are requesting a refund.

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

  Money order number: Amount:

  19-747470945 $700.00 (USD)
  
  The money order was paid on 21-Mar-2025 with sequence number ************ and the Bank of First Deposit (BOFD) - ** ****** *****.

  Kindly note that you previously reported the money order was blank and since Western Union money orders are an anonymous public product,a lost blank money order is considered lost cash. This means it can't be treated as forged or altered, so we're unable to send it to the ************* Deposit for a forgery claim investigation.

  Please keep in mind that per the Purchasers Agreement on the back of any Western Union money order, the face of the money order must be filled out at the time of purchase. Skipping this step violates the agreement,and a refund can't be guaranteed if the item is lost.

  We understand this may not be the outcome you were hoping for, but in this case, we recommend reaching out to your local law enforcement for assistance in recovering the funds from the individuals who cashed the money order.
  Were truly sorry for any inconvenience this has caused and appreciate your understanding. We have attached a copy of the cashed item.

  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.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23142671
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********** I do not know who cash my money order that was my money for my rent now my rent is late and now I am facing an evction what happen to western Union investing and try to work with me with getting my money back it sounds to me as if you do not care and that is all you can say or do well I am so sorry that I am unhappy with the decision I am disable and will not get any more money till next mth I could really need use some help plesae

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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'm getting the error C2002 when trying to send funds regardless of which payment method I use. I can't seem to reach anyone at Western Union to help me understand what the error means and how to verify my identity to resolve it.

  Business Response

  Date: 04/07/2025

  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 4/3/2025. In your claim, you mentioned that you are getting the error C2002 when trying to send funds regardless of which payment method you use. You are asking for assistance.
  
  We would like to inform you that our technical support team has confirmed that your issue has been resolved, and you should be able to use our online services.
  
  If the issue persists, kindly respond to the email received so that we can look into it further.
  
  We apologize for the inconvenience and hope youll consider working with us again.
   
  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,
   
  Julija R.
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23153441
  
  I am rejecting this response because: Thank you for agreeing to fix this. Unfortunately the error persists. Do you need to take another pass?
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 04/14/2025

  Reference number: *********
   
  Hi Ilan,
  
  Our specialized Technical Team we escalated this issue to has confirmed to us that unfortunately, the error C2002 does not have a fix.
  
  As stated on a previous related case # *********, the root cause of the issue as well as the internal investigation conducted to know the origin and possible fix, cannot be shared with you due to privacy and security reasons.
  
  We encourage you to continue sending money transfers from a Western Union Agent location paying either in cash and / or with a different payment method not used before on any of the online profiles created previously.
  
  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,
  
  ****** M
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23153441
  
  I am rejecting this response because you have ignored all of my questions and answered something I did not ask.
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 04/23/2025

  Reference number: *********
  
  Hi Iian,
  
  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 4/22/2025. In your claim, you mentioned that you are rejecting the previous response provided upon your previous BBB claim asking further details as to when you will be able to send money using the same payment method.
  
  As much as we would like to share additional details with you, due to internal regulations, we cant disclose further information about our internal investigations or why the transactions were declined. Our decision is solely based on our commitment to maintaining a strong and compliant financial system. Please see our Terms and Conditions to learn more. Keep in mind all money transfers are reviewed individually, and a previous decision to decline a specific money transfer may not prevent you from using our services in the future.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  ***** G
  Executive Resolutions Team
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23153441
  
  I am rejecting this response because I believe you misunderstood. I did not say that I was previously able to send money or ask about payment methods. Instead I provided provided copies of  your BBB responses and emails stating you had reviewed my transfer attempts and payment methods. In those communications you had validated them and assured me I could use them.  Either fix it or provide details on why you cannot.  this is not limited to one payment method. all payment methods fail.

   

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

  Business Response

  Date: 05/04/2025

  Reference number: *********
  
  Hi Iian,
  
  Thank you for reaching out,
  
  Please note that we must reiterate our previous response, as much as we would like to share additional details with you, due to internal regulations, we cant disclose further information about our internal investigations or why the transactions were declined. Our decision is solely based on our commitment to maintaining a strong and compliant financial system. Please see our Terms and Conditions to learn more. Keep in mind all money transfers are reviewed individually, and a previous decision to decline a specific money transfer may not prevent you from using our services in the future.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  
  ***** G
  Executive Resolutions Team