Complaints

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

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

• 

  The Western Union Company (Headquarters)

  Urbanizacion El Valle Lajas Lajas, PR 00667

• 

  Western Union Financial Services, Inc.

  400 TECHNE CENTER DR MILFORD, OH 45150

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

• Initial Complaint

  Date:04/16/2023

  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.

  I HAVE BEEN USING WESTERN UNION SERVICES FOR MANY YEARS. SINCE 2014 I HAVE BEEN REQUESTING MY STATEMENT HISTORY (because they do not offer this online) AND ALL I HAVE GOTTEN IS A LOT OF RUN AROUND. FOR THE LAST YEAR, I HAVE SPOKEN TO A FEW SUPERVISORS THAT PROMISED TO HELP BUT, AGAIN HAVE NOT. LAST JUNE 2022, I SPOKE TO A SUPERVISOR AT LENGTH AND EXPLAINED THAT THE REASON I NEVER RECEIVED MY STATEMENT HISTORY IS THERE WAS A DISCREPANCY IN MY PERSONAL INFORMATION, THAT BEING MY ADDRESS. THEIR SYSTEM HAD A DIFFERENT PHYSICAL ADDRESS FOR ME. NOT SURE WHY ALL THE *** I HAVE SPOKEN TO NEVER ASKED, BUT OK. WE GOT THAT CORRECTED, THE SUPERVISOR SENT ME A FORM TO FILL OUT AND MAIL BACK AND ASSURED ME I WOULD RECEIVE MY STATEMENT HISTORY. TO DATE, I HAVE MAILED THIS FORM TO ****** UNION THREE TIMES! VIA CERTIFIED MAIL. THIS PAST MARCH 2023 WAS THE THIRD TIME. I DO NOT KNOW WHAT ELSE TO DO ANYMORE BUT, I STRONGLY BELIEVE I HAVE THE RIGHT TO MY STATEMENT HISTORY. MAY YOU PLEASE HELP ME? I SIMPLY NEED MY STATEMENT HISTORY AS I HAVE REQUESTED IN THEIR FORM. I AM ATTACHING THE CERTIFIED MAIL RECEIPT.

  Business Response

  Date: 04/23/2023

  Reference number *********
  
  Hello ***************************,
  
  We are writing in response to the complaint received from you on APR/17 that was addressed to our corporate headquarters. In your complaint, you indicate that you are requesting a copy of your transactional history.
  
  Please find attached the requested information.
  
  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,
  
  Ako OP ID # ***
  Executive Resolutions Team
  
  
  

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19943025
  
  I am rejecting this response because:IN THE COMPLAINT I HAD ALREADY ATTACHED THE CERTIFIED MAIL RECEIPT, HERE I AM ATTACHING THE REQUEST FORM TO SHOW THAT FOR THE (I HAVE LOST COUNT) I BELIEVE 9TH TIME, I HAVE SENT THE REQUEST WITH ALL OF MY INFORMATION AND ID REQUESTING MY STATEMENT HISTORY FROM JAN 1, 2014 TO DATE. NOW I AM UP TO ( UP TO DATE SHOWN ON FORM WHICH IS DEC 31, 2021)  AS YOU SEE IN THE FORM. I REJECT THIS RESPONSE FROM WESTERN UNION BECAUSE I HAVE RECEIVED A STATEMENT HISTORY WITH ONE TRANSACTION FROM 2019 SOME FROM 2020 AND 2021. WHERE ARE THE TRANSACTIONS FROM 2014, 2015, 2016, 2017, 2018????? HOW MANY MORE TIMES MUST I REQUEST THIS INFORMATION. AGAIN, I HAVE BEEN REQUESTING THIS SINCE 2014. I HAVE SPENT SO MUCH MONEY ON PRINTING THE FORM, POSTAL SERVICE, GOING TO THE POST **********. MAY YOU PLEASE COMPLY WITH MY RIGHTS. THANK YOU.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/28/2023

  Reference number: 183839415
  
  Hello ***************************,

  
  We are writing in response to the rebuttal letter 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 you are not satisfied with the transaction history provided to you and want the transaction history from 2014 to 2018.

  
  We sincerely regret any inconvenience this may have caused, however, Western Union's retention policy is for five (5) years or as otherwise required by law. We have sent you the transactional history request results for the time frame listed on the request form - January 1, 2014 to December 31, 2021.

  
  We apologize, however, there were no transactions found in our search for transactions sent from 2014 to 2018 within the parameters provided on the request.

  
  If you have any further questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 183839415.

  
  Sincerely,
  Ako,OP ID # ***
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data. Tell us why here...

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19943025
  
  I am rejecting this response because: IN YOUR RESPONSE TO ME YOU STATE  "   you indicate that you are not satisfied with the transaction history provided to you and want the transaction history from 2014 to 2018." THIS IS NOT CORRECT. PLEASE!!!!!!!!! RE-READ THE REQUEST FORM!!!!!!!  WHAT I HAVE ENTERED IN THE FORM WHICH I HAVE SPENT MONEY SENDING TO YOU VIA CERTIFIED MAIL HALF A DOZEN TIMES SINCE 2014 AND NEVER RECEIVED IS A REQUEST FOR MY HISTORY STATEMENT FROM JANUARY 1, 2014 TO DEC 31, 2021. THRU 2021 NOT 2018.
  
  We sincerely regret any inconvenience this may have caused, however, Western Union's retention policy is for five (5) years or as otherwise required by law. We have sent you the transactional history request results for the time frame listed on the request form - January 1, 2014 to December 31, 2021. - I HAVE PROOF OF ALL OF THE REQUESTS I HAVE MAILED AND EMAILED TO YOU SINCE 2014 REQUESTING FOR MY STATEMENT HISTORY, THIS IS NOT JUST CAUSING ME INCONVENIENCE IT IS CAUSING ME MUCH MORE PROBLEMS, I NEED MY STATEMENT HISTORY AND I HAVE BEEN REQUESTING IT AND NEVER RECEIVED OUT OF NEGLIGENCE OF WESTERN UNION. 

  I HAVE BEEN A MEMBER SINCE 2009, I HAVE BEEN UTILISING YOUR SERVICES SINCE 2009, I HAVE BEEN REQUESTING MY STATEMENT HISTORY FROM YOU SINCE 2014 AND NOW YOU TELL ME YOU REGRET ANY INCONVENIENCE!!!!! I NEED MORE THAN THIS, I NEED MY STATEMENT HISTORY. I HAVE PROBLEMS THAT IS COSTING ME AND NEED PROOF AND THE ONLY WAY IS OBTAINING MY STATEMENT HISTORY WHICH I HAVE BEEN DOING. YOUR NEGLIGENCE IS COSTING ME MONEY.

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

• Initial Complaint

  Date:04/16/2023

  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 used my valid credit card as a valid person and tried to send some money to a valid person on 04/15/2023 with MTCN : 174 473 **** .Without any reason, without any issue, ** put a hold on my transaction, and then eventually it was declined.This caused a big problem on my side due to a business transaction. Now ** must pay for $300 that they caused

  Business Response

  Date: 04/17/2023

  Hello *******,
  
  We are writing in response to the complaint received from you that was addressed to our corporate headquarters.
  
  We have concluded the investigation and can share the following information.
  
  As you mentioned the transaction: that you sent on Apr/15 under MTCN: **********, was held by an internal department for verification, nevertheless this verification was completed and approved on same date.
  
  As per checking the details of transaction the money transfer was cancelled because it was declined from your bank side. We can see that Western Union did not receive the funds for this transaction. Cancellation was processed on Apr/15.
  
  We apologize for any inconvenience this may have caused 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
  

• Initial Complaint

  Date:04/13/2023

  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.

  in reference to my earlier complaint 852f7f39-69c-4180-8497-d7189a8272db i here present the e mail that western union send me confirming my transfer. it shows where they rip me off systematically of approximately 20 dollars when you apply the current bank rate of 537 colones and change.I want ****** union to refund my money and all the monies that they have stole systematically SYSTEMATICALLY FROM ME ACROSS THE YEARS.I AM 66 YEARS OLD.

  Business Response

  Date: 04/19/2023

  Reference number: 182962533
  
  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 you are 66 years old and Western Union has systematically stolen approximately 20 dollars per transaction across years of sending funds and you are requesting a refund of all of your transactions.
  When choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand, channel, and location based on many factors. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however, it can change at any given time of day, any number of times,subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.
  

   

  We apologize that we did not meet your expectations, however, before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (***) that listed the destination, receiver's name,amount to be paid, fees, the amount your receiver will get in local currency,date of availability, and the exchange rate at the time of sending the money transfer. You are accepting the terms presented on the *** by funding the transfer.

  
  We have confirmed that Western Union made no errors regarding your money transfers exchange rate on your previously reported transaction. As you chose to fix the exchange rate at the time of sending, the same rate was applied when the agent paid out the money transfer to the named receiver in **********.

  
  Please be aware that a refund is not available as the funds were correctly paid to the named payee as directed. Additionally, as a courtesy to you, two (2) fee free promotional codes were provided to you on our resolution of the previous similar complaint on April 17, 2023.

  
  If you have any further questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 182962533.

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

  
  

• Initial Complaint

  Date:04/13/2023

  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.

  Western Union is in the habit of systematically stealing from people that are sending money to other countries. They charge a sending fee, then they send the money to the recipient but they dont send the value of the currency, instead they deduct and pay amounts that they make up.For example, I am right now in **********, and I am sending money to myself, as you can see the dollar is worth 537 colones and change. so since I am sending 100 dollars I should receive from Western Union the about of ***** colones, but instead, and besides allready having charged the $3.99 sending fee they want to issue a total of amount of ****** thousand colones ripping me off of approximately 20 additinal dollars. and they have been doing this for the past 10 years. Ripping of the ******* people with this type of Ponzi scheme.

  Business Response

  Date: 04/17/2023

  Reference number: *********
   
  Hello Francisco,
  
  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 04/14/2023 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. Kindly note that we have completed our investigation and after thoroughly reviewing your concern, we have determined that the transaction was paid correctly. You will be receiving a resolution letter in the mail as well.
  
  Please be advised that before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (***) that listed the destination, receiver's name, amount to be paid, fees, the amount your receiver will get in local currency, date of availability, and the exchange rate at the time of sending the money transfer.  You are accepting the terms presented on the *** by funding the transfer.
  
  As a courtesy to you,we want to provide you with a promotional code to send a zero-fee money transfer.
  

  Q6301-187764329          Expire 12/31/2023
  Q6301-280124714          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,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19932072
  
  I am rejecting this response because:
  There is absolutely no justification to be charged a banking assigned currency amount t hgv at has not been in place for months.  The current banking exchange rate in **************** is 531 colones and change for one dollar and not  an old exchange rate of 440 colones and change.  This is how Western Union ********** rips off  ******* and world countries.  I ask the BBB to investigate their so called disclosure form as a deceptionary tactic, and as a form of entrapment.  Teledollar for example pays the current correct value of 531 for 1 ** dollar. In comparison we see that Western Union has SYSTEMATICALLY ripped me off of almost an additional 20 dollars. 

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

• Initial Complaint

  Date:04/12/2023

  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 have made several attempts to contact western union as I made 2 different transfers, and I called and made case numbers to request the transfer be cancelled and be refunded to my account. I was given case numbers, and told that I need to reach out and follow up within 48hours for a response. Each time I contacted western union for an update, and despite being told that I would receive an email to confirm the converstions, I did receive any information, and each representative has told me something different to when the money would be returned and if. I was told the money was actually delivered today, although i have made attempts to cancel the transfer going to the wrong account, and now being told to call the country receivier country to request that the receiver cancel the money, in order to try and possibly get the money back. Western union mentioned they will be able to retrieve the money, and that although I have asked for cases to be opened, and the western have supposedly sent requests to their partner banks, once the money I requested to be canceled on many occassions will not be refunded, which I believe is fraud. I need my money to be refunded back.

  Business Response

  Date: 04/15/2023

  Reference number:182891203
   
  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 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.
  
  Kindly find below our findings regarding your complaint:
  
  For MTCN ********** we have processed a full refund,including fees, in the amount of 246.99 USD on APR/12/2023 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.
  
  For MTCN ********** we have processed a full refund, including fees, on APR/12/2023 in the amount of ****** USD with the tracking number (MTCN) ************. Your refund is available for pickup at any Western Union agent location in US/FL.
  
  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 us at the number referenced below to get a new MTCN.
  
  As a courtesy to you, we want to provide you with promotional codes to send a zero-fee money transfers.
  
  Q6301-106001902           Expire 12/31/2023
  Q6301-106001910           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 us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 182891203  to connect with me directly.
  
  Sincerely,
  
  ********, OP ID 914
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 04/17/2023

   
  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,
  
  *********************** Beliste

• Initial Complaint

  Date:04/12/2023

  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 the 10th of April, 2023, i wired money, using Western Unions "money in minutes" service. I wired ****** usd to my recipient, and on the 11th the recipient picked up only the equivalent of $430.00 approximately. I called and spoke with Western Union today, 4/12 and spoke with a supervisor and asked why there was a $70.00 difference between what I had paid, and what had been received. He told me the difference was in the "exchange" rate. This is find to be false. Western Union claims the "exchange rate was ******. According to Live Forex, *************************** etc, the exchange rate has not fluctuated more than **** according to the archives of data posted between the 10th and today. At best, there should be a *** **** delta from an amount of $****** USD. I would like a refund for the difference of the corrected amount of approximately $70.00

  Business Response

  Date: 04/14/2023

  Reference number: 182892409
  
  
  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-13 through the Better Business Bureau (BBB). In your complaint, you indicate that your receiver collected less money than the amount you sent. You are requesting a refund of the difference.
  
  We appreciate your patience while we completed our investigation.
  
  Thank you for contacting us regarding your difficulty with our service. We sincerely apologize for any inconvenience we may have caused. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
  
  Before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (***) that listed the destination,receiver's name, amount to be paid, fees, the amount your receiver will get in local currency, date of availability, and the exchange rate at the time of sending the money transfer. You are accepting the terms presented on the *** by funding the transfer.
  
  When choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand,channel, and location based on many factors. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however, it can change at any given time of day, any number of times, subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.
  
  We have confirmed that Western Union made no errors regarding your money transfers exchange rate. As you chose to fix the exchange rate at the time of sending, the same rate was applied when the agent paid out the money transfer to your receiver in *******.
  
  We hope youll give us a second chance to win back your trust. As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer:
  
  Promo code: Q6301-084270972           Expiration date: 12/31/2023
  Promo code: Q6301-289558496           Expiration date: 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 us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 182892409 to connect with me directly.
  

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

• Initial Complaint

  Date:04/12/2023

  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.

  I sent two money transactions on 4/11. Both of them said that it would be transferred in minutes. The money was not transferred at all. I called Western Union several times. They said that they don't know why it did not transfer but that legally, it would be transferred before the end of the business day.The money was still not transferred and I called several times. They blamed ***********, which is the receiving company. Tigo Wallet representatives said that Western Union did NOT attempt to transfer the money to them at all. Tigo is telling the truth.Again, I called Western Union, now on 4/12, and they admit that they did not send the transfer with no excuse for it at all. The money was taken from my account and is in their bank gaining interest with thousands of other peoples money. This is their new technique to make extra interest on peoples money.***** Operator 974 gave me reference numbers for my complaints:183731089 is the reference number for transaction # ************ ********* is the reference number for transaction number #***-312-2470 They need to send this money immediately, or refund to me immediately so that I can find another provider.This is the second dispute I have had with Western Union recently. They did the same thing with another transaction a couple of weeks ago and never refunded my money.

  Business Response

  Date: 04/14/2023

  Reference number: *********
  
  Hello *************************-Ejikemeuwa,
  

  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 12, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that you sent two transactions on April 11, 2023, using our Money in Minutes service,however, the transactions were not completed in the promised timeframe. You mentioned to have called several times to our customer service team to find out the reason for the delay, but they only advised that they did not know the reason and the legally, it could be transferred before the end of the business day. Since this was not completed as advised, you reach out again to customer service, nonetheless, our representatives limited themselves to blame the delay on Tigo Wallet. You added that the representatives at Tigo Wallet advised that they had not received a transaction attempt from Western Union at all. You also indicated that upon reaching our customer service team again, you were provided with 2 reference numbers for the cases related to your transactions. In your claim processed through the Better Business Bureau, you requested an immediate payout of the funds or a refund so that you could use a different provider to send the funds.
  

  Unfortunately, I couldnt reach you by calling the phone number provided in your complaint.
  

  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 this matter. Upon reviewing your case we found that your transactions were delayed on our partner bank side.We reached out to request for the processing of your transaction as soon as possible and requested assistance to avoid further delays on transactions processed.
  

  We confirmed that your money transfers were sent to the receivers bank account on April 13, 2023. Please allow up to 2 business days after this date for the funds to be reflected in the receiver's bank account. If the money is still not available, please let us know and we will investigate further.
  

  Due to ******************* regulations, since an unjustified delay was caused by our partner bank resulting in the delivery of the funds beyond the promised delivery date, Western Union has processed a refund of charges for MTCNs ************ & ************ on April 14, 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. 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.
  

  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: Q6301-188241572          Expire 12/31/2023
  Promo Code: Q6301-481750842          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 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:04/10/2023

  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 April 6th I wired $5,000 to a recipient in ******. My transaction number is **********. The recipient name was incorrect. I have done everything Western Union has asked of me and the company refuses to return my money. The employees at Western Union refuse to give me a refund check or a refund transaction number.

  Business Response

  Date: 04/12/2023

  Reference number: *********
   
  Hello *******************************, 
  
  We are writing in response to the complaint received from you on Apr/11/2023 that was addressed to our corporate headquarters.
   
  We have concluded the investigation please find its findings below,
   
  We have processed a full refund, including fees, on Apr/04/2023 in the amount of ******* USD with the tracking number (MTCN) ************. Your refund is available for pickup at any Western Union agent location in ************
  
  When collecting your refund, please complete the To Receive Money Form with the following details:
  Sender: Western Union Customer Care
  Receiver: *******************************
  MTCN: ************
  Amount: ******* USD 
  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 us at the number referenced below to get a new MTCN.
  
  We 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: Q6301-487749656 Expiration date: 12/31/2023
  Promo code: Q6301-081094938 Expiration date: 12/31/2023
  Promo code: Q6301-280675651 Expiration date: 12/31/2023
  Promo code: Q6301-184295178 Expiration date: 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

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19917292
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/08/2023

  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.

  Following up with BBB complaint #********.I submitted the requested documents to Western Union and I have not received my refund.

  Business Response

  Date: 04/18/2023

  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 the email we sent you and provide the following details:
  
  
  1. Filled and signed Money Order Customer Request Form for each MO - We will wave the fees as an exception. 
  2. Copy of the money order receipt or a copy of the money order itself (for each MO)
  
  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.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  Executive Resolutions Team
   
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:04/06/2023

  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.

  Fraudulent western Union was sent and received in my name. Someone impersonating myself picked up and cashed a $1,240 western Union in my name and it was not me I have recordings where as **** caller was trying to get my checking info and my husband was talking with actual bank representative who recorded them. They managed to somehow still get enough i for to get a h withdrawal from checking to send western Union and receive it in my name my ID is in my wallet and Im over 4 hours away from where it was sent and received. Obviously fraud was at play and western Union refuses to help me recover my money even though it was them who allowed someone who was not me to pick it up! Case no ********* from western Union

  Business Response

  Date: 04/07/2023

  Reference number: 182465603
  
  
  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 someone impersonated you and withdrew funds from your checking account via Western Union services and collected it.You are requesting a full refund of the transaction.
  Our records show that in March 2023, one (1) online money transfer was sent by Navy Federal Credit Union to a receiver located in *****************. The total amount sent was ******* USD.
  On March 29,2023 at 4:06 PM **** Eastern Daylight 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 April 6, 2023,fraud case number 182445604.

  
  We advise contacting Navy Federal Credit Union 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 and any possible reimbursement of the funds.

  
  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 further questions or concerns, please email us at ************************************************************************************* Alternatively,contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 182465603. 
  
  Sincerely,
  Ako,OP ID # ***
  Executive Resolutions Team