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

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  The Western Union Company

  620 Richmond Rd Susanville, CA 96130

• 

  Western Union

  1330 S El Dorado St. Stockton, CA 95206

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2023

  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 bought a $700.00 money order from a Western Union location in ************, ** on 03/14/23. It was for rent. I was never able to use the money order because it kept coming back as no information was listed for it. I tried several banks and check cashing places and no one would cash it. Everytime I called Western Union customer service number, it kept saying that no information was updated for my money order. I called Western Union two weeks later. They first told me over the phone and emailed me telling me to go back where I got it from and store should have a record or transaction and make a new money order. That was incorrect. Store refused to after a 2 hour confrontation. Then Western Union tells me thats not their policy even though i have an email from them saying that it is. Then I was told it was going to take 30 days to get this resolved even though it was proven that Western Union sold me a fraud money order that wasn't valid. When I explained that, I was told in 3 to 5 days I would get my money back. When I called back in 5 days, it went to 10 to 15 days I would get my money back. Right before that, they told me that they would give me my refund in the form of a money transfer and that didn't happen. I was told by a Western Union employee that was another lie I was told . It has been almost 2 months and I still don't have my $700.00 refund. On top of that, Western Union deducted $15.00 from a refund I have never received, for refund fee, when they are the reason I need a refund. It was their money order that couldn't be cashed, not something that I did wrong. They lied at first and said the money order had been cashed, when I still have the money order to this day. After they were made aware that I still have the money order that no one would cash, that's when they supposedly started the refund process. I was told the money order refund check was sent out April 11, 2023. After a week I called back 04/18/23 and was told it was just sent out that day and would take 10 to 15 business days to receive. Today, 05/02/23 I call and they tell me that the check was returned to them by mail carrier on 04/25/23 and nobody attempted to reach me about it. Now I have been on hold on the phone for an hour just for someone to tell me to call back in a couple of days to see what went wrong. I need my money. I am behind on my rent and Western Union isn't doing anything to accommodate me for their mistake. Please Help!! I owe over $1200 for rent and late fees because Western Union sold me a money order that couldn't be verified and has delayed justice for two months.

  Business Response

  Date: 05/05/2023

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

  
  We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you on May 3, 2023, that was addressed to our corporate headquarters.

  
  Western Union investigated the matter; We are very sorry to hear about your negative experience with one of our ************* representatives. We deeply regret failing to deliver the high standard that youve come to expect from Western Union, and we hope youll give us a second chance to win back your trust.

  
  We are taking steps to prevent such incident from happening again by working with our business partners and ************* representatives to address the issues you experienced throughout feedback sessions. As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.  

  
  We have refunded the available balance on your Money Order, on May 3, 2023, in the amount of $685.00 USD with the tracking number (MTCN) ************. Our records show that you collected your refund on May 3, 2023, from a Western Union agent location in ************, **/**.

  
  Please take into consideration, our Terms and Conditions stipulate that in cases where a refund of a Money Order is required to cover the cost for the processing of the request and investigation. This is Non-refundable. It can be paid either with a money order or a personal check made payable to Western Union *********************** and in those cases where the fee is not paid, it will be auto-deducted from the disputed Money Order amount.
  Regarding any additional compensation, please provide ** with proof (for example, receipts or notarized statements) of any charges you incurred because of the late delivery of your payment. Refunds are subject to approval and are not guaranteed.

  
  Our Terms and Conditions state that Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers, agents, or otherwise. Neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential,exemplary, punitive damages, or the like.

  
  Promo Code: Q6301-487240385          Expire 12/31/2023
  Promo Code: Q6301-081106661          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.
  
  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,

  
  ******, OP ID 923
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data. 

• Initial Complaint

  Date:05/01/2023

  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.

  The transaction was made before April and like March 28 and we waited the entire month thinking that they would get the Western Union money order and they did not and I filed II sent the insisted I send $15 check and For processing fee and I did that on I bought it on the 30th of March they hadn't received it yet and the date of the check that I sent that they said I need a processing fee was April 21st 2023

  Business Response

  Date: 05/04/2023

  Reference number:*********
   
  Hello *****,
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
  
  Please reply to this email and provide the following details:
  

  Please provide us with the picture of the Tracer Form and Receipt once more, as your address and name uploaded to the BBB Portal is blurry.
  

  Provide us with the Money Order Number.
  

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

  Customer Answer

  Date: 05/04/2023

   
  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.
  
  Sincerely,
  
  Hele Bin

• Initial Complaint

  Date:05/01/2023

  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.

  Hello, I initiated a trasnfer transaction on 4/4. Western union took money from my bank. But never submitted the money to the receiver's bank. So I initiated a refund transaction on 4/20. The case number is *********. Again, no resolution. I asked for a SLA for when I will get a refund and they do not have any timeline. That is not acceptable. As a consumer, the only mistake I made was to trust Western Union to make the transfer. If they cannot make the trasnfer, it is Western Union's responsibility to refund, once I requested it. It is **** responsibility to get the money I trusted with them. They did not have any issue taking money from my bank. But cannot figure out how to refund the money even AFTER 4 WEEKS?Dealing with their customer service has been brutal. Not trying to solve the problem. But they are punting it. there is no desire to solve the problem. This is NOT acceptable as a financial institution to sit on a trasnfer for a month without a solution.

  Business Response

  Date: 05/09/2023

  Reference number: 184058280
  
  Hello *************************,

  
  We are writing in response to the complaint received from you in April 2023 that was addressed to our corporate headquarters via the Better Business Bureau (BBB). In your complaint, you indicate that Western Union took your funds from your bank account on April 4, 2023 and has not submitted the funds to your receivers bank. You requested a refund on April 20, 2023 and have not received a resolution. You are requesting assistance in acquiring your refund.

  Western Union has investigated this matter. Our records indicate that on April 4, 2023,you initiated a Direct to Bank money transfer for ******* USD to *********************** ** ***** with the tracking number (MTCN): XXX-XXX-5956.
  
  ACH authorization was received (Western Union received the funds) with the transaction ID *************** on April 7, 2023 and our records show that the funds were successfully delivered to our bank partner on the same day. We apologize;however, Western Union does not have the ability to debit/credit funds from/to anyones bank account directly.
  
  Please note that with the Direct to ************* the funds are not held by Western Union (unless requirements for compliance purposes needs to be met); the funds are immediately transferred to the bank partner.
  
  Western Union did receive your request for a recall/refund and did reach out to our bank partner on April 20, 2023. The funds were not rejected or returned to Western Union, therefore, a refund could not be issued.
  
  Please be aware that we have received confirmation that the funds were successfully deposited to the account number provided on May 3, 2023 with reference ************. The amount deposited is ********** INR.

  We have processed a refund of the fees on May 9, 2023 in the amount of .99 cents with the tracking number (MTCN) ************. Your fee refund is available for pickup at any Western Union agent location in **********, ********.

  When collecting your fee refund, please complete the To Receive Money Form with the following details:

  *Sender: Western Union Customer Care
  *Receiver: *************************
  *MTCN: ************
  *Amount:.99 Cents
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cannot claim this refund within 30 days from the date it was issued, you will need to contact ** at the number referenced below to get a new MTCN.
  We deeply regret that we failed to deliver the high standard that youve come to expect from Western Union and hope you and your receiver will give ** a second chance to win back your trust.

  As a token of our apology, we want to provide you with the following promotional codes to send zero-fee money transfers:

  Promo code: Q6301-109001966  Expiration date: December 31, 2023
  Promo code: Q6301-109001982  Expiration date: December 31,2023
  Promo code: Q6301-109001990  Expiration date: December 31, 2023
  Promo code: Q6301-088281926  Expiration date: December 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.
  
  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 184058280.

  Sincerely,

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

  
  

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business is flagging transactions without clear indication of the reasons (transfers were to the same person in the same country). They then go into a lengthy questionnaire to "verify" your identity including personal and intrusive details. Please beware of these activities as they seem to be discriminatory in practices targeting people of certain ethnicities/last names.Waiting for a refund. If ever recieved.

  Business Response

  Date: 04/29/2023

  Reference number: 183904614
  
  
  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 APR-28 that was addressed to our corporate headquarters. In your complaint, you indicate that your transactions are getting flagged without clear indication why; also, you are expecting a refund.
  
  Thank you for your patience while we completed our investigation.
  
  Western Union has placed your money transfer on hold and requested additional information to meet all the regulations. Due to recent cases of consumer fraud reported to us by our customers, your money transfer has been placed on temporary hold as a precautionary measure. We want to protect you from possible deception and ensure the person you are sending the money to is not attempting to defraud or scam you.
  
  Western Union cannot complete this money transfer due to our internal policies. We have refunded your transfer in full, including fees. We are sorry for the inconvenience this may have caused you. If you wish to resend the funds, please be advised that your money transfer may be placed on hold until we obtain additional information from you.
  
  We have processed a full refund,including fees, in the amount of ****** USD on APR-28 to your card. Please be advised that it may take up to 7 business days for the funds to be available in your debit or credit card. If you dont receive a refund within that time,please contact us directly at the number or email address referenced below so we can assist you further.
  
  Due to our internal policy and local regulations, we cannot disclose any specific details why your money transfers have been declined. However, you can refer to the Terms and Conditions section at westernunion.com for more information.Please be informed that all money transfers are reviewed individually, and a previous decision to approve or decline a money transfer does not necessarily mean you wont be able to use our services in the future.
  
  We are truly sorry for the inconvenience you may have experienced. 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 us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 183904614 to connect with me directly.
  
  
  Sincerely,
  
  ****, OP ID LJV
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/25/2023

  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.

  Western Union has confirmed the number by them, given to the sender using their money electronic transfer system for pickup at an authorized third party. Western Union will not release the funds, I tried to get the reserved money at ********* in DC...I have picked up monies there before and sent by the same person in the amount of $50.00. Previously, at a ******* in STL ** maybe, ****** locations, and Arundel County ** and DC. Funds thru Western union order were placed on Saturday, maybe Friday the 21st of March from STL *****, *************************** **********. I spoke with him earlier in the week, and gave him the go ahead to send the monies as he usually does. Western Union will not release the funds though I received confirmation by them on Saturday by phone at a *** Airport payphone.

  Business Response

  Date: 04/27/2023

  Reference number: *********
  
  Hello *************************,
  
  We are writing in response to your complaint submitted through the Best Business Bureau (BBB) portal. To our understanding,you are filing a complaint on behalf of ******************************
  
  I regret to inform you that we cannot investigate this matter as you are not the original sender of the money transfer.
  
  If ***************************** wishes for us to communicate with you on their behalf, please have them complete the enclosed authorization form, identifying you as the individual with whom Western Union can communicate directly. Please note that any written authorization signed by ***************************** must also be notarized by a Notary Public.
  
  We can inform you that at least from what we can see here in the system, the transaction was paid correctly to you today 04/27/23.
  
  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
  
  Sincerely,

  
  *****, OP ID 202
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 05/04/2023

  This is resolved.  

   

  kjr

• Initial Complaint

  Date:04/24/2023

  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.

  I purchased a money order from a Kroger location that processes Western Union money orders. I mailed it to pay for a court fee but it never arrived due to post office mishandling/theft. I have requested a refund 3 separate times per the avenues provided by ** and have yet to receive any refund. The customer service line is a pain to navigate and the instructions provided by the representative were both unhelpful and unclear. There are different forms the website provides, one of which is defunct and submitted by email to a dedicated mailbox which is no longer used according to a representative I spoke to. Additionally, charging $15 from the refund they have yet to provide is insane, especially if it's to cover the "cost of processing" considering nothing has been done on their end to give me my money back.

  Business Response

  Date: 04/28/2023

  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 APR-24 through the Better Business Bureau (BBB). In your complaint, you indicate that you previously purchased a money order which was lost or stolen. As a result, you submitted a money order refund request to Western Union. You are requesting assistance with completing your research request as you have not yet received a refund.
  
  Thank you for your patience while we completed our investigation.
  
  Our records show that the following money order(s) were reported as lost on APR-24:
  
  Money order number: *********** Money order amount: 221.00
  
  We received your original money order refund request via web on APR-24, and the appropriate business unit processed your request on APR-26. Western Union issued a refund check on APR-27.
  
  The refund checks were issued to the mailing address you provided in your request:
  **************************************************************************************************
  
  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 us at the number or email address referenced below so we may further assist you.
  
  Kindly note that you will receive two separate checks, the second one will be for the refund of the fees, since they were initially deducted from the first check we sent. But as per our conversation, as a good-will gesture one time exception, we waived the processing fees.
  
  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 us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  
  Sincerely,
  
  ****, OP ID LJV
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/22/2023

  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 have been sending small amounts of money to my fiance for approximately 6 months. We are due to get married in 3 days and I was sending her money for some food and supplies. Out of now where, I get denied service. ** customer service is worthless as all I get for a reply from anyone is "Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued" It's my account, my money, my bank account, my income, and my fiance/wife and I cannot get any information. I even went so far as to do the "questionaire" and submitted all documents that show she and I are in a legit relationship and that I send funds to her routinely. But NO ONE can tell me what the problem is. Now I have a fiance trying to buy food with no money to do so.

  Business Response

  Date: 04/27/2023

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

  We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you on April 24, 2023, that was addressed to our corporate headquarters through the Better Business Bureau. In your complaint, you indicate that you have been sending money to your fiance for approximately 6 months and you are due to get married. You added that the funds sent were to be used for food and supplies, but out of nowhere, you were denied the service. You also added that our customer service team was unhelpful as they only advised that, due to internal policy and local regulations, the specifics of the decision cannot be disclosed.You mentioned as well that you filled in the respective questionnaire form and submitted the requested documents to apply for the reinstatement process, but no one can advise what the issue is.

  Western Union investigated the matter; We are very sorry to hear about your negative experience with one of our ************* representatives. We deeply regret failing to deliver the high standard that youve come to expect from Western Union, and we hope youll give us a second chance to win back your trust.
  We are taking steps to prevent such incident from happening again by working with our business partners and ************* representatives to address the issues you experienced throughout feedback sessions.
  

  Thank you for providing us with additional information. Your reinstatement request is approved. We are glad to inform you that in 72 hours, you again will be able to use Western Union services.
  
  In your request, you also asked why Western Union declined your money transfer(s). The decline was to meet our regulatory and compliance obligations. Due to our internal policy and local regulations, we cannot disclose the details about why your service was discontinued. Again,thank you for providing us with the additional information needed to restore your service.
  
  Please be advised that should the circumstances change, as a money transfer service provider, we reserve the right to change services without notice. Additionally, Western Union and its agents may refuse to provide services to any person. Please refer to the Terms and Conditions section at westernunion.com for more information.
  
  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.  
  

  As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.  
  

  Promo Code: Q6301-280538003          Expire 12/31/2023
  Promo Code: Q6301-489854806          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.
  
  Thank you for your patience and for choosing Western Union
  

  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,

  
  ******, OP ID 923
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:04/22/2023

  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.

  Bought a Western Union Money order Feb,2023 $100. #***********. Purchased as a law firm retainer. Decided not to use them. Called the customer Svs #emailed info and pic of money order. Said they did not receive. So many issues, I actually have sent the original to them. I have copies. Their recording finally said a CK was mailed Apr 14, 2023. I waited and watched the mail. Now they say there was a stop payment on Apr. 17, 2023. I believe now that they are thieves. I am a retired person and need that money. My mother passed Jan 6, 2023 and the money order was for a probate lawyer I decided not to use. Please help.********************************** ********************** **************************************************************************** ************

  Business Response

  Date: 04/27/2023

  Reference number: *********
  
  Hello *****,
  
  I hope this email finds you well,
  
  Please be advised that your refund request was processed on 04/14/2023 and normally takes ***** days to arrive. For your reference, the refund check has the Money Order number on top, in this way you can identify that the check is related to the Money Order refund.
  
  As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer.
  
  Q6301-481188519         Expire 12/31/2023
  Q6301-280667271         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.
  
  We apologize for any inconveniences this may have caused. 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,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:

   

  I finally received the check minus a $15 fee. They had stopped payment to take the fee. Never do business with them again because of the lengthy process. 

  Did receive a nice email.

  Thank you!!

  
  
  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:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three money orders through Western Union on January 2nd, 2023. The money orders could not be accepted by the private business I was attempting to make a payment to and the original money orders were returned to me on January 21st, 2023. On January 24th, 2023, I submitted three money order return requests and paired $15 for each requests. Two of the three requests were returned to me without delay. One, in the amount of $950 is still outstanding. Abiding by the 30 day return policy set in place by this institution, I waited until February 24th, 2023 to follow up with this company. Unfortunately there is hardly a way to contact someone over the phone, and was referred several times to the automated messaging service and was reassured the return would be done processing in ***** business days. Two weeks went by and after having to fulfill the debt I owed due not receiving my refund in a timely manner, I attempted contact with the corporate office in ********. After being "escalated" twice and speaking with a supervisor, I have received no results and no resolution to my on going problem. Do not do business with this bank. They have no intentions to assist you, and no intentions in providing accurate information. I have recorded every phone conversation with this company and each call, I am told something different about the delay/status of my money order return. It has now been 87 days since filing my returns and nothing has been done to help me recover my missing funds of $950.

  Business Response

  Date: 04/24/2023

  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 Apr/24/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you have not received the refund of a Money Order since January.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case.
  
  We received your original money order refund request via email on Apr/19/2023 and the appropriate business unit processed your request on Apr/20/2023. Western Union issued refund checks on Apr/20/2023 with the following check number(s):
    
  Check number: Check amount:
  81-006075170  $935  
  The refund checks were issued to the mailing address you provided in your request.
  
  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 us at the number or email address referenced below so we may further assist you.
  
  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,
   
  *******, OP ID #***
  Executive Resolutions Team
  

  Customer Answer

  Date: 04/24/2023

   
  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.

  Per your response, it seems as though this money order return request was only just submitted. Is there any documentation of the request I submitted in January?

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

• Initial Complaint

  Date:04/21/2023

  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.

  Created a transaction wait a day and a half and no movement on transaction. Called my back and confirmed that no money had been requested or any kind of request put in for a hold of any kind. Went back to WesternUnion and cancelled transaction. Created a separate transaction and put in request. Later that day money was taken from my account for both transaction. This is beyond fraud it is out right theft. They should not be allowed to function with in ***************** as this is not the firs time this has happened. **************** is terrible, website constantly does not work, transactions get stuck in limbo. Money is help for days so they can collect interest on money they should not have.

  Business Response

  Date: 04/25/2023

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

  We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from the Better Business Bureau on your behalf on ***** 21, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that you recently sent an online transaction using the Western Union services, waited a day and a half, and since you mentioned there was no movement on the transaction, you called your bank and they confirmed that no booking for the transaction had been requested yet; for this reason you returned to the Western Union website to cancel the transaction.After this was processed, you sent a new transaction and indicated that later that day, money was taken from your accounts for both transactions. You mentioned to the BBB that you consider this to be beyond theft claiming that Western Union should not operate in *****************, added that this is not the first time that happens, that our customer service is terrible, the website constantly does not work transactions get stuck in limbo and that money is held to collect interest in money Western Union should not have.
  

  We are very sorry to hear about your negative experience with one of our ************* representatives. We deeply regret failing to deliver the high standard that youve come to expect from Western Union, and we hope youll give us a second chance to win back your trust.
  

  We are taking steps to prevent such incident from happening again by working with our business partners and ************* representatives to address the issues you experienced throughout feedback sessions.
  

  Western Union investigated the matter. Upon review,we found that on ***** 19, 2023, you initiated a Direct to Bank transaction from **, ** to *********** under MTCN ************. According to the transaction details, this one was created though our website to be funded through an ACH (Automatic Clearing House) transaction from your bank; please note that this payment method normally required from 0 to 4 business days to be carried by your bank, reason why the Date of Availability set based on ******************* Act regulations was reflected on ***** 25, 2023.
  

  At this point, even when you indicated that the funds for this transaction were taken, Western Union is still pending on the payment authorization to be received from your bank including the funds debited for Western Union to be able to process the requested refund. Please note that depending on your bank policy they can take up to the Date of Availability advised above, to credit the funds to Western Union to process your refund in this specific case.
  

  Further investigating, we also noticed that on ***** 21, 2023, you initiated another transaction from **/** to *********** under MTCN ************ as well through our website; however, we noticed that for this one the payment method used was a Credit Card; for this reason the transaction was processed faster as the Date of Availability set was ***** 21,2023, since transactions funded using a debit or a credit card are approved faster depending on your bank policy.
  

  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. As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.
  
  Promo code: Q6301-083362066. Expiration date: 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.
  
  Regarding the compensation requested, please provide us with proof (for example, receipts or notarized statements) of any charges you incurred because of the late delivery of your payment. Refunds are subject to approval and are not guaranteed.
  

  Our Terms and Conditions state that Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers, agents, or otherwise. Neither Western Union nor its agents shall be liable for any indirect, special, incidental,consequential, exemplary, punitive damages, or the like.

  
  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,

  
  ******, OP ID 923
  Executive Resolutions Team
  
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