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

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  The Western Union Company (Headquarters)

  1301 International Parkway 4th Floor Sunrise, FL 33323

• 

  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:04/01/2023

  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 3/31/2023, a money transfer was purchased via Western Union through the ******************** in ****, **. The transfer amount was $9,000.00 and directed to ***'s Father ********************************* in **********. The fee to process the transfer was $45.00. Upon attempting to receive the $9,000 transfer, *********** was informed that there is no record of the transfer.*** called Western Union, who advised that the transfer had been flagged and is undergoing a review process, which can take up to 30 days.Western Union previously had a process in which they held a brief interview with the sender to confirm that the transaction was genuine and would then release the money transfer so the recipient could pick up the money immediately. As of March 20, 2023, Western Union changed this process to instead withhold the transfer from both parties for up to 30 days. On April 1, 2023, *** called back to request that the transfer be cancelled and refunded. Western Union refused to immediately cancel the Money Transfer. Instead they only relayed the message to a discreet 'offsite' deparmtent who cannot be reached by phone or email.The request is that Western Union immediately process the transfer or immediately cancel and refund, then eliminate this new process, which has severely displaced us and possibly many others.The situation is gathering media attention at: **************************************************************************************************************************************************

  Business Response

  Date: 04/05/2023

  Reference number:  *********
  
  
  Hello ***,
  
  We are contacting you in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you sent a money in minute transfer that was placed on hold.  You are requesting for assistance with your money transfer.
  
  Our records show that you initiated a money transfer in the amount of ******** USD ********************************* in ***************** on Apr/04/2023.
  As per request, we have processed a full refund, including fees, on Apr/04/2023 in the amount of ******** USD.
  

  We have provided the details of the new MTCN for your reference under a separate cover.
  
  
  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 sincerely apologize for any inconvenience you and the beneficiary have experienced with the specified Western Union transaction in using our services.  It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry
  

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

  
  

• Initial Complaint

  Date:03/31/2023

  Type:Order 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 paid and trusted western union to send money in ******** to a family member The money was fraudulently paid to the wrong person and western union refuses to take his responsibility

  Business Response

  Date: 04/04/2023

  Reference number: 182215728
  
  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 had initiated a transaction to a family member in ******** and your intended payee did not collect the funds. You are not requesting a desired settlement.
  Please find your money transfer details below:
  
  
  TRACKING NUMBER (MTCN) 288-152-6571
  DATE SENT (MM/DD/YYYY) March 13, 2023
  AMOUNT SENT ****** USD
  RECEIVER'S NAME ************************
  DATE PAID (MM/DD/YYYY) March 13, 2023
  PAYOUT COUNTRY ********
  
  As outlined in the Terms and Conditions section at westernunion.com,Western Union relies on the information you provide us to send money. All Western Union agents require the receiver to provide the money transfer details, tracking number (MTCN), and valid government-issued photo identification(s) to payout 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 correctly paid out the money transfer.
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund. The receiver did collect the funds in the amount of ********* CFA.
  
  We are truly sorry for any inconvenience you may have experienced.
  
  If you believe you may have become a fraud victim, please contact your local law enforcement to file a police report. We are always ready to assist your local law enforcement in their investigation.
  
  In addition, we 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 Awarenessor find more information on Western Unions feed on ******* and Facebook.
  
  If you have any further questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 182215728. 
  
  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...

• Initial Complaint

  Date:03/30/2023

  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 scammed by a scammer sending money via western union on November 30th, 2016. I had sent the money for a drone but never received any package. Once the money was picked up, the seller went silent and deleted the email address. I was scammed of over $500 and contacted western union. They did nothing at the time and no refund was offered because the money was picked up. I just recently received notification of a class action lawsuit against western union for not assisting with refunds in the case of fraud. Due to this, I would like to claim my refund at this time as I got scammed. MTCN # ************

  Business Response

  Date: 04/02/2023

  Reference number 182023105
  
  
  Hello *************************,
  
  We are writing in response to your inquiry, 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 transfer.
  
  Western Union recently reached an agreement with the *** and FTC, resolving previously disclosed investigations. In addition, 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 from **** to 2012.
  
  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.
  
  The *** hired ************************** to serve as the claims administrator for the Western Union remission process.
  
  The deadline to submit Petitions for Remission was Thursday, May 31, 2018. 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.
  
  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,
  
  *****, OP ID PJC
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19877833
  
  I am rejecting this response because:
  

  I was told that the timeframe has since passed to submit a claim through the class action claims administrator. However, I was not notified I was eligible during the period where it was open despite being a victim of fraud through western union. The claims administrator advised me to contact western union directly for reimbursement in this situation or to seek personal legal counsel. If we can settle this and process that refund without the need for further action from my behalf, that would be great. If I need to seek counsel, please advise and I will do so.

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

  Business Response

  Date: 04/11/2023

  Reference number 182655464
  

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

  We are writing in response to your inquiry, 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 transfer.
  

  Western Union recently reached an agreement with the *** and FTC, resolving previously disclosed investigations. In addition, 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 from **** to 2012. 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.
  

  The *** hired ************************** to serve as the claims administrator for the Western Union remission process.
  

  The deadline to submit Petitions for Remission was Thursday,May 31, 2018. 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.
  

  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,
  

  *****, OP ID PJC
  Executive Resolutions Team

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19877833
  
  I am rejecting this response because:

  I was told that the timeframe has since passed to submit a claim through the class action claims administrator. However, I was not notified I was eligible during the period where it was open despite being a victim of fraud through western union. The claims administrator advised me to contact western union directly for reimbursement in this situation or to seek personal legal counsel. If we can settle this and process that refund without the need for further action from my behalf, that would be great. If I need to seek counsel, please advise and I will do so.

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

• Initial Complaint

  Date:03/28/2023

  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.

  My name is ***** del C *********. I purchased a Money order on July/02/2022 for $1,000.00 MO# *********** at Check City Store #N-800 located at **************************************** ********* ****** *****. I used this MO to make a payment at Chandelier Banquet hall on July/09/2022 for ***** services. However, I received a text from Chandelier on September 14 2022 that my money order did not clear the bank when deposited on 7/25/2022. Therefore, I had to repay Chandelier the $1,000 which I did with card this time. I tried to communicate with Western Union sending a copy of the rejected money order. They send me a letter (attached) stating that money order was presented to ** on the same day more than one time. Later I sent them a Money Order research request form so they could send me a copy of the paid MO so I can claim ********** that MO was paid to them the first time. But, ** replied with a letter saying they can't send me the copy of the paid MO back (attached). Please help me with this dispute with Western Union is not validating the money order as Chandelier the Payee is claiming MO didn't pass.

  Business Response

  Date: 03/31/2023

  Reference number: 181863188
   
  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 through the Better Business Bureau (BBB).
  
  Western Union has investigated this matter. Our records indicate that Money Order #*********** was presented for payment twice on 07/21/22, therefore, a " Refer To Maker" (RTM) Letter was sent to you as the Money Order was first presented for payment and on the 2nd presentment it was returned.
   
  Please note that the photocopy of paid item and RTM letter have been sent to you via separate email as requested. 
  
  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 181863188 to connect with me directly.
  
  Sincerely,
  
  Executive Resolutions Team
   
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19865375
  
  I am rejecting this response because: According to the payee Chandelier funds for this money order was never paid.

  Deposit was made directly to the Bank only one time. There is no way of making multiple deposits on the same money order.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/19/2023

  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:
  
  As previously mentioned, our ************************** confirmed that the money order was attempted to be cashed twice, most likely by the bank reprocessing the payment twice on the same day. The item was correctly paid on 7/21/2023 under bank sequence number: ************. You may use this sequence number to verify the funds with the bank.
  
  Additionally, if the intended recipient insists the funds were not cashed by them, we kindly ask you to have the receiver fill out the Money Order Intended Payee Affidavit form we have sent you via separate email so we may further investigate this.
  
  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 182917929 to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  ********, OP ID 914
  Executive Resolutions Team
   
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:03/27/2023

  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.

  Hi,In Aug, 2022, I had gone to western union and purchased 2 money orders for 140 dollars. I bought the money orders to pay a ******** to have a ******'s delivered. I placed the money orders in two seperate envelope to be delivered to the ********. Unfortantly later that night, some kids poured gasoline on the mailbox and everything was burned. I went to the stop and shop in the bronx and asked what I could do to get my money back. I was told by the manager that I needed to call the customer service number and explain the situation to them and they should give me my money back. Unfortantly when I called Western Unions customer service department, I explained the situaion and was told that I had to pay a 45 dollar fee for each money order I bought for them to investage my purchase so they can refund the money I paid for the money orders. I went back to the western union in my area and they told me they never heard of a 45 fee when investgating a matter like this. We called and discovered that was the fee they charge. The western union rep told me she never heard of the fee and she showed me the western union site. There was nothing there explaing the fee that was owed when trying to get a refund for a lost check. I refuse to pay 45 dollars for western union to do there job and start the process of getting a refund. I would have to pay 90 dollars to start the investgation and then once I got the refund, I would only get 60 dollars back. I'm losing money over the incident that happened. It was not my fault and I had hoped that western union would understand. Unfortantly, they were not interested and just want me to pay them the money for them to start the investgation. It's not right and all I am looking to do is get back the 140 dollars is owed to me. Western Union needs to do the right thing and just paid me what is owed to me.

  Business Response

  Date: 03/31/2023

  Reference number: 181795922
  
  
  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 MAR-28 through the Better Business Bureau (BBB). In your complaint, you indicate that you purchased two money orders in AUG-2022 that did not arrive at their intended destination. You are requesting assistance in getting these money orders refunded, you also expressed dissatisfaction about the processing fees.
  
  Thank you for your patience while we completed our investigation.
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
  
  Please be advised that we were not able to locate any documentation regarding to your money orders as of now.
  
  To further assist you, please reply to this email and provide the following details:
  
  If you have any part of the money orders, or their serial numbers please send them in
  If not, kindly fill out the attached Research Request Form; there has to be one form for each money order
  Kindly note the processing fees are ***** USD for each Money Order;however, they will be waived as a one-time courtesy exception.
  
  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 181795922 to connect with me directly.
  
  
  Sincerely,
  
  ****,OP ID LJV
  Executive Resolutions Team

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19860835
  
  I am rejecting this response because:   There is nothing on their web site that shows that a 30 dollar fee for each check has to be paid for them to do research. I would have to pay 60 dollars for them to do research. They need to just pay me the money. 

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

  Business Response

  Date: 04/11/2023

  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 APR-10 through the Better Business Bureau (BBB). In your complaint, you indicate that the $30 processing fee to research your money orders is not disclosed in Western Unions website.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I handled your case.
  
  Thank you for your patience while we completed our investigation.
  
  Please note that in order to further assist you with your Money Orders refund request, you may fill out the attached Research Request form. There must be one for each Money Order youd like to inquire about.
  
  Regarding the processing fees, 30 USD would be automatically deducted from the refund amount. You can find more information in our website by clicking the following URLs: westernunion.com; westernunion.com/money-order.Nonetheless, as a good-will gesture, we can waive the processing fees for you as a one-time courtesy exception. However, to continue with refund request, we still need the attached form to be filled out and sent to below email address.
  
  At Western Union,customer satisfaction is something we take very seriously, and quality service is our primary concern.
  
  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.
  
  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:03/27/2023

  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 purchased a $250.00 western union money order on Feb 5 2023 from Giant Eagles Supermarket. I lost it ( inadvertently threw it away). I had my money order receipt so I filed a claim online with western union and was given ref # ********* on February 13,2023. It supposedly takes up to 30 days to receive a refund however thats not been the case. I filled the money order out to myself prior to throwing it away with the intent to deposit it . There are absolutely no live customer service agents at *******************************************. I am a senior adult on a very humble budget. Please help

  Business Response

  Date: 03/30/2023

  Reference number: 181795248
   
  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 that was addressed to our corporate headquarters. In your complaint, you indicate that you filled out the online form for the refund of your money order and have not received it yet.
  
  Please note that the refund check(s) will be processed within ***** business hours and sent to your mailing address via overnight delivery.
  
  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 181795248 to connect with me directly.
  
  Sincerely,
  
  *****, OP ID # ***
  Executive Resolutions Team

  Customer Answer

  Date: 04/10/2023

  I received my refund! Thank you
  

  
  

• Initial Complaint

  Date:03/24/2023

  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.

  Money tracking number 010 870 **** and ************ Both were cancelled and supposed to be refunded on 3/10/2023. I called numerous times and was given different information each time. It is now 3/24/2023 and I still do not have my money. Each transaction is for $3,618. My bank account has gone into overdraft due to this delay. I need my money back asap as Western Union has this money and is holding and refusing to return it.

  Business Response

  Date: 03/29/2023

  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 03/27/2023 that was addressed to our corporate headquarters.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and please be advised that according to our records on 10-MAR-2023 05:46:55 Eastern Standard Time, you initiated a money transfer with the tracking numbers (MTCN)************ and ************ in the amount of ******** US DOLLAR.
  
  Due to our regulatory and compliance obligations, Western Union was unable to complete your money transfers and in order to process the refund our Compliance team required your receivers ID,once received, Western Union refunded your money in full on 03/27/2023, it might take up to 7 business days for the funds to show in your account,depending on your banks refund-processing practice.
  
  We are truly sorry for any inconvenience you may have experienced. Unfortunately, we cannot disclose any specific details why your transfer was declined. However, you can refer to the Terms and Conditions section at westernunion.com for more information.
  
  Please provide us with proof (for example,receipts or notarized statements) of any charges you incurred due to this situation. 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.
  
  As a courtesy to you, we want to provide you with three promotional codes to send zero-fee money transfers.
  
  Q6301-109001685         Expire 12/31/2023
  Q6301-109001693         Expire 12/31/2023
  Q6301-109001701         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.

• Initial Complaint

  Date:03/24/2023

  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.

  I used Western Union to send money to my fianc in ******** because he broke his leg. The money was taken from my bank account immediately, but never sent the recipient. I called Western Union 17 times. Each time they promised me that the money was just about to send. It is normally in minutes, but after 3 days of excuses, they have still not sent the money to my recipient. Now they keep switching me from department to department with the excuses that the money is about to transfer with lies about it. They have blamed it on everyone except themselves. They blamed the Tigo Wallet, which was the recipient bank, and they gave me a case number. The Tigo wallet bank said the money was never sent to them to distribute. I called Western Union again with that information and was sent from one customer service office to another. They have only made more excuses and sent me around and around instead of refunding me. The tracking number is ************. I even had a case number of 181 529 987. This was for a refund, but now everyone there said that that is a case number, but they don't know how to actually process it, and pass me to another operator. New case number is ***********, I sent Western union money for my fianc through Tigo Wallet. 2. Western Union never sent the money to the Tigo ***********.3. Western Union tried to blame *********** for the mistake, but *********** has verified that the money was not sent to them.4. Western Union admitted after 17 phone calls that they never actually sent the money to Tigo Wallet 5. New case number is 181 543 374 operator ******* 189. This is my refund request. I don't believe it will be sent because so far, they lie.They have lied each time they said it was resolved, even their own website shows that they received my money and did NOT sent it to the receiver. Tigo *********** said they never received the money from Western Union and that is the truth because Western Union received my money and never sent it at all.

  Business Response

  Date: 03/26/2023

  Reference number:  *********
  
  
  Hello *****,
  
  We are contacting you in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you sent a money transfer with the tracking number (MTCN) XXX-XXX-4550 directly to your receivers bank account, but it was not delivered.
  
  We confirmed that your money transfer was sent to the receivers bank account on Mar/25/*********** 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.
  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 Q6301-100001791.Expiration date: Jan/01/2024
  
  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 OOL
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.
  

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19847089
  
  I am rejecting this response because:

   

  The money was supposed to be refunded to me! As per complaint *********! That money delayed and was supposed to be returned to my account! I want my refund! I sent money over again to the recipient. This money was supposed to be sent back to me!!! I want my money back and I refuse to accept any more nonsense and lies!
  
  Sincerely,
  
  ************************* Ejikemeuwa

  Business Response

  Date: 04/04/2023

  Western Union reference number:  181963024
  

  Dear *****,
  

  We are contacting you in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you initiated a Mobile Wallet transfer to a receiver in ******** with the tracking number (MTCN) XXX-XXX-****, the transaction was not delivered on the promised date.  You are requesting for refund of the money transfer.
  
  Thank you for taking your time to speak with me over the phone today Apr/03/2023.
  

  Our records show that in Mar/22/2023, you sent a money transfer from ***************** to a receiver located in ********. The total amount sent is ***** USD.
  

  As a result,on Mar/25/2023, the funds were deposited to the Mobile Number you have provided in ********. 
  

  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  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 181963024.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19847089
  
  I am rejecting this response because: the old complaint was resolved unsuccessfully. This is a new complaint for two other transfers that were done on 4/11/22. This is a new complaint, not referring to the old complaint. Please read my complaint and respond correctly, and send the money that I have sent or return it to me.
  
  Sincerely,
  
  ************************* Ejikemeuwa

  Business Response

  Date: 04/19/2023

  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 17, 2023, that was addressed to our corporate headquarters through the Better Business Bureau. In your complaint, you indicate that you are rejecting the resolution provided regarding your previous claim as this one only referred to the transactions sent on April 11, 2023, but no details were shared regarding a previous claim regarding MTCN ************. On your claim you indicated that this transaction was sent to help your fianc who broke his leg around that time, however, the transaction was not delivered in the promised timeframe. You indicated that you reached out to our customer service team several times and at first you were promised that the funds were being transferred, but after 3 days waiting this was not honored and in further calls our representatives blamed the delay on everyone else, instead of taking ownership of your claim and address it properly. When you first submitted your claim through the BBB, you were only confirmed about the transaction being paid to the receiver, however, you previously indicated that you required a refund of the transaction since you sent the transaction again, however, our Specialist working on the claim limited himself to only reiterate that a refund was not possible without providing any further highlights for this refund rejection.

  
  We have reviewed the claims regarding MTCN ************. Having considered the matters raised in your Complaint and the evidence available, Western Union acknowledges that you experienced poor customer service in this instance. We would like to apologize to you for not meeting the level of service that we try to provide our valued customers. When gaps in our service are identified, our **************************** provides the necessary coaching, and in some instances the representatives are sanctioned based on the outcome of each individual case.The specifics on the types of training, disciplinary measures or scope of our **************** Representatives cannot be shared with customers as it is confidential and proprietary to Western Union.
  

  Upon reviewing your previous Better Business Bureau claim regarding MTCN ************, we identified that our specialist failed in communicating properly the details about the handling of this transaction.
  

  According to our findings, we did receive your request for the refund, however, since the transaction was on transit, meaning with this that, after the transaction was issued on March 22, 2023, Western Union sent the funds to our partner bank to complete the transaction by the promised delivery date, which in the receipt provided, should be reflected on March 23, 2023, however, a delay caused by the partner bank caused the transaction to be paid until March 25, 2023, during this time Western Union was unable to process a refund since the funds were sent and we were pending on the final  status to take further actions; since no rejections were executed by the wallet administrator, the transaction was paid to the requested Wallet as Western Union depended on that final status to be able to process your refund request. Since funds were no longer available to Western Union after sending them to the partner bank, the refund was not an option. We apologize for the lack of details shared by our specialist regarding this matter.
  

  Our records show that on March 22, 2023, you sent this money transfer from ***************** to a receiver located in ********. The total amount sent is ***** USD. As a result, on March 25, 2023, the funds were deposited to the Mobile Wallet Number you have provided, in ********.
  

  Please also note that per ******************* regulations, Western Union issued a refund for the transaction fee on March 26, 2023, for $1.99 USD, which should have taken up to 7 business days after March 26 to be credited into your account.
  

  Regarding the latest claim you raised regarding the transactions issued on April 11, 2023, I can reiterate that I personally reached our partner bank regarding the delays in crediting the account confirming that it is imperative to complete your and all customers transactions in the expected time frames to properly fulfil your expectations and met our business requirements. If this issue persists, please let us know to further assist you.

  
  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: Q6301-188950691          Expire 12/31/2023
  Promo Code: Q6301-485932497          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:03/23/2023

  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 had purchased a western union money order in the amount of $359.73 on 1/12/23 from trust Pharmacy in ******* ** to pay my car payment and it was returned back to me uncashed. I wanted my money back from the uncashed money order so I followed the steps on the western union website and filled the form out and submitted the pics of my money order receipt and all the info they required to refund me.The website told me to wait 30 days which I did and I never received an email back updating me on the status of my refund so I contacted western union today on 3/23 and was told they rejected my refund because they could not read the receipt number which I know is not true. They are just trying not to refund me my $359.73. They told me to submit the form again with the pics and I tried on all types of computers and on my phones internet like I did the first time and everytime I got to submit the refund form it sends an error message and won't let me submit it. I think it memorized my info and won't let me submit the form again cause they don't want to refund me. I tried a full 24 hours to submit the required form and what a coincidence it does not work. Please help me get my money back for this unused and uncashed money order.

  Business Response

  Date: 03/28/2023

  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 03/24/2023 that was addressed to our corporate headquarters.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and please be advised that your refund request will be processed within ***** hours, the check is going to be issued to the mailing address you provided in your request. Please allow **** business days for the refund check 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.
  
  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: 03/28/2023

   
  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,
  
  **********************

• Initial Complaint

  Date:03/23/2023

  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 originally contacted Western Union about me getting scammer for $2000. Instead of them apologizing for allowing people to take my hard earn money. They blacklisted me. SMH!

  Business Response

  Date: 03/30/2023

  Reference number: 181572246
  
  Hello ******-*****************************,
  We are writing in response to the complaint received from you in March 2023 through the Better Business Bureau (BBB). In your complaint, you indicate that you had contacted Western union due to a fraudulent transaction for ****** USD and you are now unable to use Western Union services. You request no further contact from Western Union.
  Our records show that you initiated a money transfer (tracking number (MTCN):378-482-5426) in the amount of $ ******* USD to *********************** in ******** on November 22, 2022 at 9:19 PM U.S. Eastern Standard Time using a retail location.
  
  On November 23, 2022 at 12:17 PM U.S. Eastern Standard Time, a person with identification bearing the name of *********************** visited an agent location in **********, ******** to pick up the funds.
  
  Please note that all Western Union agents require the receiver to provide the money transfer details, tracking number (MTCN), and valid government-issued photo identification(s) to payout 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 correctly paid out the money transfer.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund as your intended payee did collect the funds. Nonetheless, we are sincerely sorry to hear that you may have become a victim of fraud.
  
  We 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.
  
  Our records show that you filed a fraud report with Western Union on February 10,2023, fraud case number 178507745.
  
  Per your request, we have also opted you out of all further communications from Western Union. Please be aware that this process may take up to 30 days to complete in the system. We apologize for any inconvenience this may cause.
  
  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 181572246.

  
  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...