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 has 132 locations, listed below.

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  1033 Broadway St Fresno, CA 93721-2535

• 

  The Western Union Company (Headquarters)

  1301 International Parkway 4th Floor Sunrise, FL 33323

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

• 

  Western Union

  4251 Oceanside Blvd Oceanside, CA 92054

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:06/14/2023

  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 was the victim of a crime and reported an assualt to Wetern Union. During the assault I was forced to pay $1000 which I did via Western Union because I thought my life was in danger and needed to to in order to get out of the situation. Calling Western Union about this was very difficult for me. I didn't ask or expect to get my money back. I simply asked Western Union to take the person's name off my list of people I send money to because I didn't want to look at their name each time I used the service. The representitive I spoke to seemed so kind and supportive at the time and I was glad I did it. About a week later (yesterday) When I tried to send my partner money in ****** my transfer was rejected. The asked me for all sorts of personal information which I provided. Today I received a letter and was told that I was permanently blocked from using Western Union. The only explanation that makes sense is that Western Union is blaming an assualt victim or they are homophobic. Very upsetting. This is the letter I received. To: ********************* Hello ATIF, Were writing to let you know that, unfortunately, to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future.Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information.We are sorry for the inconvenience and thank you for your understanding. Sincerely, RA00371, OP ID #Global Operations

  Business Response

  Date: 06/16/2023

  Reference number: 187069884
  
  Hello *********************,

  
  We are writing in response to the complaint received from you in June 2023 that was addressed to our corporate headquarters via the Better Business Bureau (BBB). In your complaint, you indicate that you were a victim of a crime and was assaulted so had sent a money transfer via Western Union. You did not expect the funds to be returned but did report it and now you can no longer send funds to your partner in ******. You are requesting reinstatement of your services.

  
  Thank you for the information you have provided so far.

  
  Unfortunately,to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future.

  
  If you would like us to review this decision, we will need to collect some additional details.

  
  To apply for reinstatement, please access the digital Customer Questionnaire and follow the outlined steps to provide the information required to support your use of Western Union services. 

  
  Alternatively,you can complete the questionnaire manually by filling out the form below and providing the required supporting documents.

  
  Please note we will only be able to perform your reinstatement review if all information is complete and the supporting documents are present.

  
  Customer Questionnaire
  Section 1: Personal information
  Date:
  
  Full name:
  Email address:
  Address:
  Phone number(s):
  Date of birth:
  Country of birth:
  Occupation:
  A recent tracking number (MTCN) (if any)
  
  Section 2: Relationship
  Please provide additional information about anyone you have sent money to or received money from in the last 12 months.
  Name How do you know this person?
  (Relationship) What was the money used for?
  (Purpose)  Have you met this person face-to-face? Y/N  If yes, how and where did you meet this person?
  1
  2
  3
  4
  5
  6
  7
  8
  9
  
  10
  
  
  Section 3: What is your primary source of funds to support your use of Western Union services?
  (Examples: job income, retirement or pension, family or friends, trust fund or inheritance, etc.).
  Please provide documents to support this statement.
  
  
  
  
  
  Section 4: Third party details
  Are any of the money transfers being conducted on behalf of a business, non-profit organization, or an individual other than yourself? (Yes / No)
  If acting on behalf of more than one, please provide details for each.
  
  
  
  
  
  
  
  
  If yes, please provide the information below:
  Describe your relationship with the third party
  Explain why you are acting on behalf of a third party
  Full name or business name
  
  Address
  
  
  Phone number
  
  Date of birth
  
  Occupation or business type
  
  Non-profit or business website address
  
  
  
  Section 5: Fraud claims
  Have you reported any money transfers as related to fraud to Western Union? If yes, list the names of the individuals involved and provide a brief explanation.
  
  
  
  
  
  
  Section 6: Documents
  Please provide a list or comment on any documents that you will provide.
  
  
  
  
  
  
  
  
  Section 7: Final
  Please use this area to provide any additional background information you would like to share about your money transfer needs.
  
  
  
  
  
  
  
  
  
  
  Below are some examples of the documents you may send to us for review. Please also consider sending any other relevant documentation to support the use of Western Union services.
  
  COVID-19 assistance or financial support
  Receipts for goods or services purchased
  Medical bills or certificates
  Birth or marriage certificate
  Itinerary or flight tickets
  Tuition assistance or education
  Tuition receipts
  Most recent year/term transcripts
  Invoices or purchase receipts
  Family support or to purchase large items
  Birth or marriage certificate
  Itinerary or flight tickets
  Invoices
  Property title or other property **************** or mortgage statement
  Receipts for goods or services purchased
  Medical bills or certificates
  Purchase agreement
  Business-related expenses or charity
  Business license or other ****************************** documentation
  Tax identification information
  Business registration information, permits, or website address
  Invoices
  Not-for-profit documents (such as a 501C3 License, etc.)
  Letter of explanation (for example, a letter on company letterhead explaining your position in the organization and why you are sending on their behalf)
  Purchase agreement
  Invoices or purchase receipts
  Payroll receipts
  Sellers permit
  Loan repayment
  Purchase agreement
  Invoices or purchase receipts
  Property title or other property **************** or mortgage statement
  
  If you have any further questions or concerns, please email ** at ************************************************************************************* Alternatively,contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 187069884. 
  
  Sincerely,
  Ako T
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20185549
  
  I am rejecting this response because:  I already filled out the questionnaire and sent a lot of personal information.  Im a business owner, a home owner and a parent with multiple bank accounts and no financial challenges.  I have never received money on Western Union other than money I sent to myself while I was traveling.  Western Union can verify all of that.  I was a victim and reported the crime to Western Union solely for the purpose of having someones name removed/blocked from my account,  and now I am being treated like a criminal.  I already filled out the questionnaire and sent a lot of personal information that I never send to anyone and was uncomfortable sending the first time and now theyre asking me to repeat that.  My complaint stands and Im still seeking an apology.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12th, 2023 I noticed that Western Union made six unauthorized charges to my Citibank debit card totaling$2,612. I immediately reported the matter to both my bank and Western Union. When I spoke to the Western Union representative about these unauthorized charges, he blamed me for the problem and refused to admit the charges are unauthorized. He also refused to to reimburse these charges. The each of these unauthorized charges has a tracking number. They are as follows: 846.416.2997 ($950), 528.177.6217 ($949), 097.350.0568 ($172), ************($185), ************ ($176) and 697.893.7235 ($180). The receiver's name is ****************************** who is a friend's son and someone I sent money to on Friday. The money was sent to ************, ***********. I believe my Western Union account was hacked by someone working for Western Union.

  Business Response

  Date: 06/14/2023

  Jun/14/2023
   
  ***************************
  6 *******************
  ********, ** 10956
  *************
   
  Reference number: 186932057 
   
  Hello ***************************,
  
  We are writing in response to the complaint received from you on Jun/14/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you want a refund of 6 unauthorized transactions.
  
  MTCN: ************
  Our records show that in Jun/12/2023 MTCN: ************ online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 09:50:*************** Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 10:09:40 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  MTCN: 528-177-6217
  Our records show that in Jun/12/2023 MTCN: 528-177-6217 online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 09:09:53 Eastern Standard Time, an online money transfer with the tracking number (MTCN) 528-177-6217 in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 09:28:36 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  MTCN: 097-350-0568
  Our records show that in Jun/12/2023 MTCN: 097-350-0568 online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 08:57:41 Eastern Standard Time, an online money transfer with the tracking number (MTCN) 097-350-0568 in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 09:28:36 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  MTCN: ************
  Our records show that in Jun/12/2023 MTCN: ************ online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 08:57:41 Eastern Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 09:06:04 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  MTCN: ************
  Our records show that in Jun/12/2023 MTCN: ************ online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 08:37:31 Eastern Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 08:44:43 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  MTCN: ************
  Our records show that in Jun/12/2023 MTCN: ************ online money transfer was sent from ******** to a receiver located in ************. The total amount sent was ****** USD.
  On Jun/12/2023 at 07:56:23 Eastern Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** USD was initiated to *************************** in ************.
  On Jun/12/2023 at 08:26:12 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ************ to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Nonetheless, we are very sorry to hear that you have become a victim of fraud.
  Our records show that you have filed a fraud report with Western Union on Jun/12/2023 fraud case numbers ********* - ********* - ********* - ********* - ********* *********. We have taken the necessary steps to deactivate your customer profile.
  
  We also advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awareness or find more information on Western Unions feed on ******* and Facebook.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 186932057, to connect with me directly. 
   
  Sincerely,
  
  ****************
  Executive Resolutions Team

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20178536
  
  I am rejecting this response because:

  Western Union made the unauthorized withdrawal from my Citibank debit card account.  I think it is obvious that these withdrawals are fraudulent.  There were six withdrawals made in rapid succession within a short period of time for a money transfer to the same person totalizing more than $2,600.  I checked with the person who allegedly received these payments,  ******************************, he reported he never received any funds or even entered the office on the day in question.  I have been sending money to ************ for decades and this is the first time someone from Western Union made unauthorized withdrawals from my account.  I understand Western Union has a video system in its office in ************ where the transfers were allegedly picked up.  There "investigation" obviously did not include a review of the video which would show *************************** never entered the office on the date when the funds were allegedly picked up.  

  I served two years in the *********** in ************ in the mid-****s and supported the ****** family for years.  *******'s father lived with me when I was a *********** volunteer and his grandparents were close friends.  I have never been charged with a crime and have a credit rating of well over 800.  I have been dismayed with Western Union's response to this incident.  They clearly have a problem with their on-line app and their unwillingness to accept responsibility and conduct a thorough investigation is troubling.  

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

  Business Response

  Date: 06/21/2023

  Reference number: 187474938
  
  Dear ***************************,
  
  We are deeply sorry to learn that you may have been an apparent victim of fraud.
  
  Please note that Western Union, through its *************** offers a money transfer service only. It is not a deposit or an escrow service for the purchase of goods or services. We transparently advise consumers not to use our service in connection with such activities and have developed a robust fraud prevention program which is regularly reviewed to ensure we continue to offer our customers a secure and reliable service.
   
  According to our records, a fraud report was filed with Western Union on Jun/12/202 fraud case number: 186865713 - ********* - ********* - ********* - ********* 186867718.
   
  An extensive investigation has resulted in which we can confirm that our representative is trained to follow our company's policies and procedures, including not sending money transfers if the sender does not know the receiver. We do, however, regret to inform you that we are unable to remedy financial losses consumers have incurred through their dealings with third party fraud perpetrators.
   
  Additionally, we would like to assure you that our representative is aware of the importance of referring customers to our fraud support line if they have any questions or concerns. We take fraud prevention very seriously, and we are committed to ensuring the safety and security of our customers' transactions.
   
  Our policy and procedures require that the recipient of a Western Union money transfer provide a government issued photo ** when collecting a money transfer. We do instruct and expect our ************** to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payout.  In addition to seeking **, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number, all of which are details known only by the receiver of the money transfer. Obvious errors and evident discrepancies will determine if the transfer was paid to the correct consumer.
   
  Please bear in mind that Western Union does not base a claim on signatures and is not a decisive factor. Obvious errors and evident discrepancies will determine if the transfer was paid to the correct consumer. If you would like to obtain a copy of the ** and signed receipt of the person(s) who cashed your transfer(s), you'll have to submit a subpoena through law enforcement.
  
  To obtain a CCTV footage you will need to place a police report.  CCTV data and footage is not operated, controlled or held by Western Union. Due to consumer protection and privacy laws, we are unable to release additional information regarding the receiver and the paying agent details without a validly issued and served subpoena.  Western Union is willing to assist law enforcement with their investigation.
  
  Western Union works frequently with police organizations around the world, but it is important to note that our role is not law enforcement and there are inherent dangers in trying to determine who is at fault. Because of this, and the fact that receivers can pick up funds anytime, from a broad number of locations, we cooperate with law enforcement agencies to help in the investigation and prosecution of people or Western Union Agents who take advantage of our services to commit fraud.
   
  Unfortunately, the nature of consumer fraud is ever-changing as the fraudsters are working around the clock to try to stay ahead of efforts by companies that would help protect consumers against the latest scams and frauds.
  
  Sincerely,
  
  ****************
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 07/10/2023

  Dear *********************************** -
  
  I want to reopen this complaint since it has not been resolved.  I have tried to get Western Union to conduct a thorough investigation of the incident without success.  I also suspect other Western Union customers are having similar experiences and Western Union is refusing to acknowledge it has a problem with its electronic transfer app.  
  
  I had been a Western Union customer for close to two decades and sent hundreds of transfers to ************ where I served in the Peace Corps.  I am extremely frustrated with Western Unions conduct.  They obviously never bothered to look into my account history and did not bother to return calls.  I cant be the only customer with this experience.
  
  ***************************
  

  
  

  Business Response

  Date: 07/19/2023

  Reference number: *********
   
  Dear ***************************,
  
  
  We are writing in response to the complaint received from you on Jul/19/2023 that was addressed to our corporate headquarters.
  
  Western Union welcomes your feedback,and we apologize for your overall experience and for the struggles you faced during all this time.
  
  Quality service to our consumers is our primary concern at Western Union. As we are a global company, we have several **************** Centers throughout the world where your call may be handled. Please know the issues raised in your email communication have been escalated to the attention of the appropriate department and all opportunities for coaching are being addressed. We truly appreciate you as our valued customer and grateful your **********************. We encourage you to continue providing us with your feedback, should you encounter any issues going forward.
  
  Our records show that you have reached with Western Union multiple times under cases number: *********, 186932057,188585651 and ********* where we made extensive investigations in which we can confirm as previously mentioned that our representative is trained to follow our company's policies and procedures, including not sending money transfers if the sender does not know the receiver. We do, however, regret to inform you that we are unable to remedy financial losses consumers have incurred through their dealings with third party fraud perpetrators.
   
  Additionally, we would like to assure you that our representative is aware of the importance of referring customers to our fraud support line if they have any questions or concerns. We take fraud prevention very seriously, and we are committed to ensuring the safety and security of our customers' transactions.
   
  Our policy and procedures require that the recipient of a Western Union money transfer provide a government issued photo ID when collecting a money transfer. We do instruct and expect our ************** to make reasonable efforts to ascertain the authenticity and validity of any such document at the time of a payout.  In addition to seeking ID, our Agents also ask recipients to provide: the name of the sender and designated receiver, the approximate amount of the transfer and the Money Transfer Control Number, all of which are details known only by the receiver of the money transfer. Obvious errors and evident discrepancies will determine if the transfer was paid to the correct consumer.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  Also as final resolution provided, we issued a service concession to you on JUL-9 in the amount of ***** USD. Please visit any Western Union agent location in **/** to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID which shows as correctly paid.
  
  At Western Union,customer satisfaction is something we take very seriously, and quality service is our primary concern.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively,contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  Sincerely,
  
  ****************
  Executive Resolutions Team

  Customer Answer

  Date: 07/31/2023

   
  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.  
  

  After I wrote the *** of Western Union, the company reimbursed me $2,600, most of the money that was stolen from my debit/checking account.  The ********************** never acknowledged fault for the unauthorized transfers.  I would strongly urge the BBB to advise consumers against using the Western Union electronic transfer system which clearly is not secure.  Under no circumstances should anyone ever record their debit card information on the Western Union mobile app.  Even though I finally got my money back Western Union, I am deeply troubled by the way Western Union handled my complaint.    I do not believe they ever conducted a thorough investigation or taken any corrective action to prevent future occurrences. 

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

• Initial Complaint

  Date:06/12/2023

  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 May 13, I used Western Union's international money transfer service to send $5000 to my friend's bank account in *****. ***************************************** promised the fund should be available to receiver's account on May 18. However my friend still hasn't received the money as of today. I contacted Western Union several times who hasn't yet solved the issue. Transaction tracking number: MTCN **********.

  Business Response

  Date: 06/13/2023

  Reference number: *********
  
  Hello ********,
  

  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 06/12/2023 that was addressed to our corporate headquarters.
  

  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case.
  

  Unfortunately,I couldnt reach you by calling the phone number provided in your complaint.Please let me know if you want to be contacted by phone with updates about your case or indicate your preferred contact method.
  

  Please be advised that we have concluded our thorough investigation, you will be receiving a letter with the resolution, or you can contact us at the information referenced below.
  

  As a courtesy to you, we want to provide you with two promotional codes to send a zero-fee money transfers.
  

  Q6301-087368010          Expire 12/31/2023
  Q6301-483843086          Expire 12/31/2023
  

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

  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  

  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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: 06/13/2023

   
  Complaint: 20174782
  
  I am rejecting this response because: the receiver checked again with the bank in ***** but still cannot locate the transaction. I need a refund.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/20/2023

  Reference number: *********
   
  Hello ********,
  
  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 06/16/2023 that was addressed to our corporate headquarters.
  
  Thank you for providing us with the information.
  
  Please be advised that our Direct to Bank team re-confirmed with the Bank Processor that the transaction was successfully credited and all the information matches, therefore, we strongly suggest that your receiver contact their bank with the Payment Confirmation Letter provided to you for further assistance,as the funds are no longer with Western Union.
  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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.

• Initial Complaint

  Date:06/08/2023

  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 17, 2023 I contacted western Union to cancel a $108 transaction that was fraud with n minutes after. According to the posted policy I should have been refunded. Here is that policy: If youve transferred money and the money hasnt yet been picked up, call our fraud hotline at ************** to stop the transaction.If the funds havent been picked up by the receiver, youll get a full refund, including the transaction fee.I have called I have escalated and its been 2 mos and no refund! No help. Western Union doesnt follow the posted policy they have in place to protect customers!

  Business Response

  Date: 06/10/2023

  06/10/23
  
  ***********************
  **********************************
  **********, ** *****
  *************
  
  Reference number: *********
  
  
  Hello *****,

  
  We are writing in response to the complaint received from you on 6/9/2023 that was addressed to our corporate headquarters.In your complaint, you indicate that you sent a transaction and minutes after sending it you realized it was a fraud.

  Our records show that on 17-APR-2023 at 20:39, you sent one money transfer from ************* to a receiver located in *************. The total amount sent is 100.00.

  
  On 17-APR-2023 at 20:39 Eastern ******** Time,you initiated a money transfer with the tracking number (MTCN) ************ to  the FEDERAL BUREAU OF PRISON in the amount of 100.00.

  
  On 17-APR-2023  at 20:39 Eastern ******** Time, the transaction was paid to the account number you provided which belongs to FEDERAL BUREAU OF PRISON.

  
  Our Terms & Conditions (clause 2.7) states the following: "For transactions to a bank account or to a mobile phone Western Union will transfer the funds to the account identified by the Sender.In the event of an inconsistency between the holder of the account number (including mobile phone numbers for mobile phone accounts) and the name of the intended Receiver, the transfer will be credited to the account number provided by the Sender.

  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.

  
  Nonetheless, we are very sorry to hear that you may have become a victim of fraud.

  
  Our records show that you have filed a fraud report with Western Union on 5/5/2023, fraud case number 184353175.

  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. It also means that we are always ready to assist your local law enforcement in their investigation.

  
  Due to consumer protection and privacy laws, we cannot disclose any additional details of the receiver or the paying agent without a validly issued and served subpoena.
  We advise submitting your request to local law enforcement via the following channels:

  
  Western Union ********* Services, Inc. 
  Custodian of Records 
  Legal HQ 8 
  ******************************************;
  Suite 680
  ******, ** 80237
  
  
  You may also contact by your own to the FEDERAL BUREAU OF PRISON to dispute the refund. Even though the company policy says what you mentioned: If youve transferred money and the money hasnt yet been picked up, call our fraud hotline at ************** to stop the transaction, this policy does not apply for this scenario since as mentioned on the paragraphs above, a direct deposit is never picked up by someone, since the money is directly deposited into the receivers account you provided, the funds are deposited immediately.
  
  
  If you have any questions or concerns, please email ** [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
  
  Sincerely,
  First name, OP ID #
  Executive ************************ Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20163763
  
  I am rejecting this response because: the money was not accessed plus if I contacted right away and spoke to a supervisor named ************ was promised a refund! It is your company allowing this ! The money said arrival date would be April 18. So it was not even sent yet! Yet you fight an already promised refund. I want my money back I followed your rules and a supervisor agreed to it. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/15/2023

  Reference number: *********
  
   Hello *****,
  
  We are writing in response to the complaint received from you on 6/9/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you sent a transaction and minutes after sending it you realized it was a fraud.
  
  Our Terms & Conditions (clause 2.7) states the following: "For transactions to a bank account or to a mobile phone Western Union will transfer the funds to the account identified by the Sender. In the event of an inconsistency between the holder of the account number (including mobile phone numbers for mobile phone accounts) and the name of the intended Receiver, the transfer will be credited to the account number provided by the Sender.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Nevertheless,as a onetime courtesy, we have issued a service concession to you on 06/15/23 in the amount of ****** . Please visit any Western Union agent location in **/ID to pick up your funds with the tracking number (MTCN) 930-139-8486 and a valid government-issued ID. If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.

  
  Sender: Western Union Customer Service
  Receiver: ***********************
  
  If you have any questions or concerns, please email us *************************************************************************************** Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  

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

   

   

• Initial Complaint

  Date:06/02/2023

  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 get a money order in January of this year and canceled it because my rental company said they never received it. I requested a refund in February and they keep canceling the refund checks and sending other replacement checks to a different address after being updated of current address. Is is now five months later and I still do not have my money refunded in check form that as cashable.

  Business Response

  Date: 06/06/2023

  Reference number: *********
   
  Hello *****,
  
  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 06/05/2023 that was addressed to our corporate headquarters.
  
  Please be advised that we have issued a service concession to you on 06/06/2023 in the amount of ****** USD, corresponding to your Money Order refund check. Please visit any Western Union agent location in *******, ** to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID.If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.
  
  Sender: Western Union Customer Service
  Receiver: *************************
  
  
  As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer.
  Q6301-287309598          Expire 12/31/2023
  Q6301-081186150          Expire 12/31/2023
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is initiated, as it cannot be applied after the transfer has been completed.
  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  
  If you have any questions or concerns, please email ** at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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: 06/14/2023

  I have been made whole thanks so much for your assistance in this matter. I couldn't figure out how to respond on the message center but I believe I can't so that's the purpose of this email. Thanks again for your help.

• Initial Complaint

  Date:05/27/2023

  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 did send money to ***** via Western Union (MTCN - **********). They promised in the email that the money will reach the receiver by 05/24/2023 (receiver time). But, it is 05/27 on receiver country, but still the amount hasn't reached there. I chatted with the customer support representative on 24th (** time), they said it will reach by 25th (***** time). Now, I couldn't cancel to get the refund (excluding the fees) and also the amount didn't reach the receiver. It has been in limbo. They are just dragging without providing any solution. When contacted the customer support via phone, they said they can cancel by talking to account specialist, but I couldn't talk to them, because the call got disconnected in between. It is very very annoying, after seeing humongous complaints, there is no doubt they are providing a very very poor service. In my decade of experience in sending money, I have never experienced anything of this sort. Their way of business is too irresponsible and too lethargic. I now lost total faith and trust in ** and also they way the operate the business and the secretive way they just decline the transaction without providing any reasons is too doubtful. No other agents just decline or cancel the transaction without providing any reasons. Very very poor business practice and very very annoying and doesn't customers. If you want to send anything urgent then ** is totally undependable and untrustable. You never know when you will receive the money.

  Business Response

  Date: 06/03/2023

  Reference number: 185905882
  
  Hello *******************************************,

  We are writing in response to the complaint received from you that was addressed to our corporate headquarters. In your complaint, you indicate that you sent a money transfer with the tracking number (MTCN) XXX-XXX-8978 directly to your receivers bank account, but it was not delivered. You wish to find out what happened with the delivery of your money transfer and receive a full refund.

  Our records show that your money transfer sent on 18-MAY-2023 was rejected by the receiving bank on 29-MAY-2023.As a result, your money transfer was canceled by Western Union, and a full refund, including fees was initiated on 29-MAY-2023.Please be advised that it may take up to 7 business days for the funds to show in your account, depending on your banks refund-processing practice.

  We deeply regret we failed to deliver the high standard that youve come to expect from Western Union and hope youll give us a second chance to win back your trust.   

  If you have any questions or concerns,please email ** at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 185905882 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: 06/03/2023

   
  Complaint: 20111873
  
  I am rejecting this response because: it doesnt make any sense. I have made several transfers to the same recipient and also through other agents. No surprise, you guys are always secretive and never say the exact reasons explicitly. I will never trust ** and thats it, I wont waste my time. I have been doing transfers for more than a decade and no other agents behave very very mysteriously like **. Dont provide false reasons, it will only help you to lose customers.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:05/24/2023

  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.

  Hello - I sent $110 to an accounting/tax business in ************, the recipient attempted to pick up funds and the ************* branch told them that the funds were not able to be collected for some reason.When I have asked Western Union to refund the money to me in ******, I am assigned a new case number every time I contact customer service, and am told that I need to wait a full month for an investigation every time I reach out. To date, nothing has been done and Western Union has not issued a refund to my bank account.The MCN number and all of the information needed to process the refund is on the attached form. I am asking Western Union to process the refund directly to my bank account, tell me the exact date Western Union has done so and provide a confirmation or tracking number for the refund.

  Business Response

  Date: 06/01/2023

  Reference number: *********
  
  Hello ****,
  
  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 5/25/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you need the refund of your transaction with MTCN ************ that the receiver was not able to collect. Also you indicate that Western Union has taken too much time processing the refund of your transaction.
  
  Unfortunately,I couldnt reach you by calling the phone number provided in your complaint.Please let me know if you want to be contacted by phone with updates about your case or indicate your preferred contact method.
  
  We have processed a full refund, including fees, on 06/01/23 in the amount of 116 USD with the tracking number (MTCN) **********. Your refund is available for pickup at any Western Union agent location in **/CO.
  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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. 

• Initial Complaint

  Date:05/24/2023

  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.

  On May 23,2023 I got scammed out of ****** . The scammer requested ****** which was for goods and services . The seller said that the item can be paid for via western Union money pick up . Not knowing it was a scam I did it, the funds were picked up . The seller then blocked me on everything , I contacted western Union for this issue and was told that I would need to file a complaint at which I did and then they did not give any other information on how I can get my money back . This is my first time using western Union and not really happy about the outcome and how this is being handled. No one has contacted me like they said they would and no one has helped retrieved my funds even though Ive done everything I was told . The transaction is MTCN ********** . I would really love to get my funds back like I was told I would and the help that is needed as Ive done everything I was told to do .

  Business Response

  Date: 05/29/2023

  Reference number: *********
  
  
  Hello Keaira,
  
  We are writing in response to the complaint received from you on 05/25/2023 that was addressed to our corporate headquarters.
  
  Our records show that in May 2023, ********** money transfer was sent from ************* to a receiver located in *************. The total amount sent was ****** USD.
  On 23-MAY-2023 14:03:47 Eastern ******** Time,an online money transfer with the tracking number (MTCN) ************ in the amount of ****** USD was initiated to ************************* in *************.
  
  On 23-MAY-2023 15:59:26 Eastern ******** Time,a person with identification bearing the name of ************************* visited an agent location in ********, ************* to pick up the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** USD.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  Nonetheless, we are very sorry to hear that you have become a victim of fraud.
  
  Our records show that you have filed a fraud report with Western Union on 05/25/2023 fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  We also advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awareness or find more information on Western Unions feed on ******* and Facebook.
  
  If you have any questions or concerns, please email ** at ************************************************************************************* Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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: 05/29/2023

   
  Complaint: 20100475
  
  I am rejecting this response because: this transaction was unauthorized I have taken all necessary steps you all told me to take as well as filed a police report . My bank will not assist with this issue and keeps telling me to contact western Union as it occurred on you alls platform I was told by many agents when I called that I will get my funds back as I am protected beyond ridiculous how this is being handled . As for the store of course they will say that to save themselves. I have done research and have seen I am not the only consumer of this business that has faced fraud . If necessary , I was told that if not solved I am able to proceed further to court or arbitration.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/01/2023

  Reference number: *********
  
  Hello ******,
  
  Thank you for your email.
  
  We sincerely apologize for the inconvenience;however, we must reiterate our previous response.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Nonetheless, we are very sorry to hear that you have become a victim of fraud.
  
  Our records show that you have filed a fraud report with Western Union on 05/25/2023 fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  
  We also advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awareness or find more information on Western Unions feed on ******* and Facebook.
  
  If you have any questions or concerns, please email ** at ************************************************************************************* Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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.

• Initial Complaint

  Date:05/17/2023

  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 was part of the fraud western Union remission. The dates involved was 1-1-04 thru 1-19-17. The dates of my fraud was from **** thru *****. Which are not eligible for the refund. Because of the time frame. Money gram remission: You can file a petition for remission if you sent money to a scammer through MoneyGram between January 1, 2013 and December 31, 2017. Only money transfers sent from ***************** through MoneyGram are eligible. I dont understand why western Union dates are different than Moneygram the scams still took place during the time Frame. I have over ******** that I was scammed out of from Western Union. What can I do to try and get the dates of western Union to cover a longer time frame.

  Business Response

  Date: 05/17/2023

  Reference number: *********
  
  Hello ****************************,
  
  We are writing in response to your inquiry received via the Better Business Bureau (BBB), which indicates that you became a victim of fraud while sending money through Western Union. We further understand that you are aware of the Western Unions settlement with the **** ********** of ******* ***** and **** ************************ (FTC) and request for a full refund of your money transfers despite them being processed after the specified date.  
  
  As you are aware, Western Union reached a Deferment Prosecution Agreement (DPA) with ***************** *** and FTC in January 2017, which resolves previously disclosed investigations. Through this deferment, the company will simultaneously resolve, without any additional payment or non-monetary obligations, potential claims by the **** Treasury **********s Financial Crimes Enforcement Network (FinCEN).
  
  The investigations focused primarily on our oversight of certain agents and whether our anti-fraud programs and anti-money laundering controls were adequate to prevent misconduct by those agents and third parties. The conduct at issue mainly occurred between January 1, ****, and January 19, 2017.
  
  According to the terms of the settlements reached between Western Union, the ***, and other ************* government agencies, persons fraudulently induced to send money transfers via Western Union can seek reimbursement for their loss. 
  
  To accomplish this, the *** hired ******* and Co. LLC to serve as the claims' administrator for the Western Union remission process.
  
  The deadline to submit Petitions for Remission was July 1, 2022. However, the ***, in conjunction with the ************* ************************* (USPIS) and *******, the claims administrator, continues to review Petitions for Remission and Reconsideration Request forms from potential victims of the Western Union fraud and anticipates authorizing compensation for the remaining eligible victims by the end of the year.
  
  Western Union cannot change the process set in place by the *** or their remissions administrator. Please visit the Western Union Remission website or call the claims administrator at ***************** for updates on the process, details on victim eligibility,and instructions on filing a Petition for Remission. Alternatively, you can submit your questions to ************************************************************.
  
  Sincerely,
  
  
  ********************
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data. 

• Initial Complaint

  Date:05/06/2023

  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.

  This is at least the 2-3rd time that a money order that I purchased from Western Union was lost. I cant recall ever having checks lost when paying for items/bills. Western Union charges $15 to trace and refund the original purchase price of the money order. It seems to me, unchecked or sanctioned, Western Union is losing the checks in order to charge the $15 fee. If I am the only one, then I digress. However, if there seems to be a pattern of charging this exorbitant fee, then they need consequences and to refund consumers money.

  Business Response

  Date: 05/11/2023

  Reference number: *********
  
  Hello *****,
  

  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 05/08/2023 that was addressed to our corporate headquarters.
  

  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters. Unfortunately, I couldnt reach you by calling the phone number provided in your complaint, and I was not able to email you either, as no email was provided. We are writing to follow up on our previous attempts to contact you to advise that additional information is required in order to proceed with your Money Order refund request,
  

  Provide us with the filled-out Tracer Form attached, please do not include the fee, as I will make an exception and waive it for you.
  

  Kindly note that the processing fee is used to cover some administrative costs that Western Union faces, and to recover some of those expenses.
  

  The fee covers all costs related to the process of your money order as a bank deposit item. In other words, the money order network is set up to sell money orders intended to be deposited at a bank. Any other option you decide instead, like your money back, requires extra work and fees to cover those costs. This fee is similar to the fee any financial institution would require.
  

  The $15 fee covers charges that the banks demand for stopping payment on a money order,such as the postage charge and office work to generate the check or produce a copy.
  

  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  

  If you have any questions or concerns, please email ** at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the 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: 05/19/2023

   
  Complaint: 20026647
  
  I am rejecting this response because:

  I have already sent the $15. and the form in order to trace the original money order. It is not my concern that the processing fee covers administrative costs. As stated in my initial complaint, in 20+ years, I do not recall a bank check not being presented for bills as sent by mail. (I have not stopped payment on bank checks, because its not an issue in my case.) In this year at  least two-three times, Western Union money orders havent been presented, for some reason. It is odd to me. I made the complaint not just for myself but for others as well. I paid the price for the money order, why should the consumer have to pay more to have it processed if it is said to be lost. It seems a price ***** or just unfair practice. Either the money order is $2 or it isnt. $15 vs $2 is a large incentive to have lost money orders.  Western Union can refund my $15.  I havent done anything wrong but am penalized. I want the initial 48 and my 15 back. My credit is A1. Western Union is shady and I hope I get in on the class action that ** will eventually face.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/25/2023

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

  Hello *****,
  

  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on 05/24/2023 that was addressed to our corporate headquarters.
  

  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and unfortunately, I couldnt reach you by calling the phone number provided in your complaint.
  

  Please be advised that you Money Order refund request was processed on 05/17/2023 and the refund check #*********** was sent to your address on the next business day.Please allow **** business days for the refund checks to be delivered via mail.If you do not receive the refund checks within this timeframe, please contact ** at the number or email address referenced below so we may further assist you.
  

  Kindly note that the processing fees are not refundable, however, as one time exception, I have issued a service concession to you on 05/25/2023 in the amount of 15 USD. Please visit any Western Union agent location in **, ** to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID. If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.
  

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

  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern.
  

  If you have any questions or concerns, please email ** at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  Sincerely,
  
  **************
  Executive Resolutions Team
  
  
  
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