Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

955 total complaints in the last 3 years.
403 complaints closed in the last 12 months.

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Submit a Complaint

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:04/05/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to contact Western for 2 days and have been unable yo contact anyone about me refund. I tries using the website *************************************************************************************************************** and it keeps showing me errors every time I put in the information. I have 2 money orders that I have been trying to get a refund for, one for $336.00 and other for $400.00. I could not each a live person on the phone, so was my only option.
Business Response
Date: 04/08/2025
Hi ****,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 4/7/2025. In your claim, you mentioned that you previously purchased two money orders which were not used. As a result, you submitted the money order refund requests but havent received a refund.

Our records show that the following money orders were reported as not used on 4/6/2025:

Money order number: Money order amount:
19687496123 ****** USD
19687496122 ****** USD
We received your original money order refund request online on 4/6/2025, and our team processed your request on 4/8/2025.

Weve fully refunded your money orders totaling ****** USD and ****** USD on 4/8/2025 with the tracking numbers (MTCN): XXX-XXX-8742 and XXX-XXX-8816. You can pick up the money at any Western Union agent location in **, ******************

When collecting your refund, please provide the following details:
Sender: Western Union Customer Care
Receiver: **** ****
MTCN: XXX-XXX-8742 and XXX-XXX-8816
Amount: ****** USD and ****** USD

Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.
Please be advised that due to the security reasons refund information was sent to the email address provided in the request.
At Western Union, we take every matter seriously to improve your experience with our services.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 327131034 to connect with me directly.

Thanks for being a valued Western Union customer.
Julija R.
Executive Resolutions Team
Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****
Initial Complaint
Date:04/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased money order on 3/4/2025.Sent money order but didn't reach destination.Western Union informed me to do refund on website but the website wouldn't allow me to submit.Supervisor informed me to send pics of money order and the picture of error message via website.I sent it and they are still asking to send request but I can't.After speaking to numerous supervisors they still haven't refunded the ********* of the supervisors actually said that they can't recieve emails so they are lying just to get me off the phone.Another supervisor told me to continue to send request again and not hearing out what I said and kept giving me the same answer even though website is faulty.
Business Response
Date: 04/07/2025
Western Union - Reference number: *********
Hello **** ****,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 06-Apr-2025. In your claim, you mentioned that you previously purchased a money order which was lost/stolen/unused. As a result, you submitted a money order refund request via an online submission but have not received a response. You are requesting assistance to acquire your refund.
Thank you for taking your time to speak with me on Monday,07-Apr-2025 where we have provided you with the details of your refund.
If you have any further questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:04/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filled out forms on western union online gave them all the information they requested and still no refund they dont have people to talk to about it they just have numbers to give that dont address the issue! I want my money..
Business Response
Date: 04/09/2025
Hi ********* ****,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office from BBB.

Unfortunately I was unable to reach you at the phone number provided, however please note that we can share the details below:

We sincerely apologize for the inconvenience and delay in getting your funds back.

We have shared the refund details with you via email.

All transactions are currently available for collection in **/***

If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

Sender:Western Union Customer Care
Receiver:********* ****

At Western Union, we take every matter seriously to improve your experience with our services.

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

Sincerely,

******* C
Executive Resolutions Team
Initial Complaint
Date:04/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a money order from ****** in ****** **** some one stole my money order I report it ot western union asking to have my money order replace they inform me that they could not replace my money order cause it was cash not by me so who so ever cash it was fraud that was for my rent
Business Response
Date: 04/03/2025
Western Union - Reference number: *********
Hello ******** **********,
We appreciate your business and are truly sorry for the experience you had with your money order.
Im one of the Executive Resolutions team experts at Western Union who is handling your claim to the Better Business Bureau (BBB) on 03-Apr-2025 where you mentioned that you had a money order stolen and it was cashed but not by you. You are requesting a refund.
Our records show that there was one money order in question that was presented for payment and cashed. The following money order was investigated by Western Union:
Money order number: Amount:
19-747470945 $700.00 (USD)

The money order was paid on 21-Mar-2025 with sequence number ************ and the Bank of First Deposit (BOFD) - ** ****** *****.
Kindly note that you previously reported the money order was blank and since Western Union money orders are an anonymous public product,a lost blank money order is considered lost cash. This means it can't be treated as forged or altered, so we're unable to send it to the ************* Deposit for a forgery claim investigation.
Please keep in mind that per the Purchasers Agreement on the back of any Western Union money order, the face of the money order must be filled out at the time of purchase. Skipping this step violates the agreement,and a refund can't be guaranteed if the item is lost.
We understand this may not be the outcome you were hoping for, but in this case, we recommend reaching out to your local law enforcement for assistance in recovering the funds from the individuals who cashed the money order.
Were truly sorry for any inconvenience this has caused and appreciate your understanding. We have attached a copy of the cashed item.
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/04/2025

Complaint: 23142671

I am rejecting this response because:

Sincerely,

******** ********** I do not know who cash my money order that was my money for my rent now my rent is late and now I am facing an evction what happen to western Union investing and try to work with me with getting my money back it sounds to me as if you do not care and that is all you can say or do well I am so sorry that I am unhappy with the decision I am disable and will not get any more money till next mth I could really need use some help plesae
Initial Complaint
Date:04/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm getting the error C2002 when trying to send funds regardless of which payment method I use. I can't seem to reach anyone at Western Union to help me understand what the error means and how to verify my identity to resolve it.
Business Response
Date: 04/07/2025
Hi **** ***********.

We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 4/3/2025. In your claim, you mentioned that you are getting the error C2002 when trying to send funds regardless of which payment method you use. You are asking for assistance.

We would like to inform you that our technical support team has confirmed that your issue has been resolved, and you should be able to use our online services.

If the issue persists, kindly respond to the email received so that we can look into it further.

We apologize for the inconvenience and hope youll consider working with us again.

At Western Union, we take every matter seriously to improve your experience with our services.

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

Sincerely,

Julija R.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/07/2025

Complaint: 23153441

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

Sincerely,

**** ***********
Business Response
Date: 04/14/2025
Reference number: *********

Hi Ilan,

Our specialized Technical Team we escalated this issue to has confirmed to us that unfortunately, the error C2002 does not have a fix.

As stated on a previous related case # *********, the root cause of the issue as well as the internal investigation conducted to know the origin and possible fix, cannot be shared with you due to privacy and security reasons.

We encourage you to continue sending money transfers from a Western Union Agent location paying either in cash and / or with a different payment method not used before on any of the online profiles created previously.

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

Sincerely,

****** M
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/14/2025

Complaint: 23153441

I am rejecting this response because you have ignored all of my questions and answered something I did not ask.

Sincerely,

**** ***********
Business Response
Date: 04/23/2025
Reference number: *********

Hi Iian,

We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 4/22/2025. In your claim, you mentioned that you are rejecting the previous response provided upon your previous BBB claim asking further details as to when you will be able to send money using the same payment method.

As much as we would like to share additional details with you, due to internal regulations, we cant disclose further information about our internal investigations or why the transactions were declined. Our decision is solely based on our commitment to maintaining a strong and compliant financial system. Please see our Terms and Conditions to learn more. Keep in mind all money transfers are reviewed individually, and a previous decision to decline a specific money transfer may not prevent you from using our services in the future.

At Western Union, we take every matter seriously to improve your experience with our services.

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

Thanks for being a valued Western Union customer.

Sincerely,
***** G
Executive Resolutions Team
Customer Answer
Date: 04/23/2025

Complaint: 23153441

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

Sincerely,

**** ***********
Business Response
Date: 05/04/2025
Reference number: *********

Hi Iian,

Thank you for reaching out,

Please note that we must reiterate our previous response, as much as we would like to share additional details with you, due to internal regulations, we cant disclose further information about our internal investigations or why the transactions were declined. Our decision is solely based on our commitment to maintaining a strong and compliant financial system. Please see our Terms and Conditions to learn more. Keep in mind all money transfers are reviewed individually, and a previous decision to decline a specific money transfer may not prevent you from using our services in the future.

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

Thanks for being a valued Western Union customer.

Sincerely,

***** G
Executive Resolutions Team
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 26, 2025, I purchased a Western Union money order from ******* (store #*****) in the amount of $50.00 to pay for a background check required by The *************** prior to renting a unit. The money order was deposited by The Las Vegas Monor with *******. ******* "Returned Deposited Item" for insufficient funds.
Business Response
Date: 04/03/2025
Western Union - Reference number: *********
Hello ***** *******,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Apr-2025. In your claim, you mentioned that you purchased a Western Union money order that was sent as a payment to a property management company for a background check. You later received notification that the money order was returned with Refer to Maker (***) and is unpaid. At this time, you are asking us for more information that proves the money order was cashed or to be issued a refund for the money order.
Our records show that the money order below has been paid.
Money Order Number:
22-084210272 totaling ***** USD was paid on 04-Mar-2025. Bank Sequence Number: ************. ********************* is ******* NA.
After this money order was cashed on 04-Mar-2025, our ************************** confirmed that the money order was attempted to be cashed again by ******* NA on the following date and the duplicate attempt was rejected under the following Bank Sequence Number:
22-084210272 totaling ***** USD was Declined on 18-Mar-2025. Bank Sequence Number: 008751011630.
Please know that because the money order was already paid on the first presentment on 04-Mar-2025, we cant issue a refund. We have attached the copies of the original money order presented for payment that was honored (the first time presented) and the image of the declined presentment of the money order. Your payees (***************) bank (******* NA) should be able to trace the initial payment of the item via the Bank Sequence Number referenced for the paid item.
Thank you for your patience and understanding. Please provide this letter and the images of the cashed and declined item to *************** to present to their bank for credit of the payment or to issue you a refund.
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent money thru Western Union in 2018 by my father. At the time, we were estranged, and I never knew that he sent me this money. In August of 2024, I was informed of 10 times that he 'sent' me money and 2 times that he sent my brother money. My brother is no longer alive, so I have been given the proper information to receive those 2 payments as well. The total amount of money I am owed is $16,000. My father and I both have called no less than ********************************************* being told my case is being escalated to the highest level, and at that time ALWAYS ends up on the desk of *******, where my case simply dies. I have tried multiple times to contact ******* and/or any of his supervisors to no avail. No one ever answers when I try to speak with a supervisor, they say that they are all busy and someone will call me back but that never happens, either. I have EVERY case/transaction number, the dates of all of the transactions and everything else I would need to prove that this is my money. The money has not been picked up and I still cannot seem to receive it. My particular cases have been 'escalated' over 30 times. One employee that I speak with everytime I call and will not send me to a supervisor is *** employee ID 215.
Business Response
Date: 04/02/2025
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 in Apr-2025 through the Better Business Bureau (BBB). In your complaint, you indicate that you were sent funds from your estranged father in 2018 that were not collected and Western Union owes you ********* USD.Additionally, you have stated that no one has ever returned your calls.
Kindly note that previously, you had reported the following eleven (11) transactions were not collected:
8830354540 for $3,500.00
********** for $800.00
8440444831 for $800.00
2974162950 for $800.00
5811269337 for $800.00
********** for $1,500.00
2004554202 for $800.00
********** for $800.00
8970442889 for $800.00
9171522878 for $3,5000
2440275954 for $800.00

All the transactions were sent by the sender, ****** ****** and cancelled on the same day they were initiated. These transactions were not funded, therefore, there are no funds available.
Previously we have asked for the Statement of Account (***)from the funding source showing the debit for each of the transactions from the debit date to seven (7) business days after for further research and the documents have not been provided.
Additionally, please be aware that all our calls are recorded,and we have found the following:
Our department spoke to you on;
11-Jul-2024 at 3:48 PM
15-Jul-2024 at 3:25 PM
We were unable to speak with you but left vmail on:
14-Jul-2024 6:45 PM
16-Jul-2024 4:36 PM
8-Jan-025 9:55 AM
On 16-Jul-2024, we also sent an email with a reminder request for the *** to the email address ************************** have not received the *** to further research.
We sincerely apologize, however, there is no refund available as all ***** provided were cancelled on the same day they were initiated and not funded.
If you have any other 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 T
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 04/11/2025
Hello I am not as with a response I have sent the statements to them I have sent a third party release that they sent to me to have me and my dad sign and notarized with a copy of both our IDs when they said they would give us some money after we do that we did that we completed that I just sent them that information along with all the statements I've tried calling the supervisor for 5 days in a row I've been told I'd be called back nothing has happened yet I'm not okay with the situation
Business Response
Date: 04/16/2025
Reference number: 328854533

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 4/14/2025 through the Better Business Bureau (BBB). In your complaint, you indicate that you disagree with the resolution provided previously, since all requested documents were provided. You sent funds from your estranged father in 2018 that were not collected, and Western Union owes you ********* USD.

Please note that an extensive investigation and several re-investigations have already been conducted into this matter. Our resolution on this issue has been shared several times and we would like to emphasize that the resolution will remain the same. Please keep in mind that our responses might continue being reiterated since our decision on this matter has not and will not change.

Please be advised that we have investigated all the ***** you have previously provided and none of the ***** were funded, which means that Western Union did not receive the funds for the transactions. Each transaction was cancelled on the same day they were initiated before the funds were received by Western Union.

Previously we have asked for the Statement of Account (SOA) from the funding source showing the debit for each of the transactions from the debit date to seven (7) business days after for further research and the documents have not been provided.

To date we have received the senders valid ID, your valid ID and the 3rd party document signed and notarized by the sender so we can provide the details of the transactions to you.

We sincerely apologize; however, we are unable to further research until the Statement of Account (SOA) is provided showing the debits of each of those transactions to seven (7) business days after the debit date of every transaction.

If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 328854533 to connect with me directly.

Sincerely,

Julija R.
Executive Resolutions Team
Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Entered by BBB staff LO Consumer has been waiting over a year for a reimbursement check from Western Union. They keep telling her the check is on the way and she will receive it in 2 weeks, but she never receives the reimbursement check. She has sent them all the paperwork they have asked for multiple times. She sent documents via fax and the fax 2 weeks ago says it was delivered but they are claiming they never got it. Every time she calls she is being told something different.
Business Response
Date: 04/08/2025
Western Union - Reference number: 326542388
Hello ******** ***** *****,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Apr-2025. In your claim,you mentioned that you are supposed to have a reimbursement check for ******* USD over a year ago and have sent all the required paperwork to collect it and still have not received the check. You are requesting assistance to acquire the ******* USD reimbursement check.
Thank you for taking your time to speak with us on Friday,04-Apr-2025.
We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:
The money order serial number(s) and amounts
Any documentation previously sent
Proof of Purchase (POP) for each money order
Once the information is provided, we would be glad to further research.
If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

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

Customer Answer
Date: 05/01/2025
See attached
Business Response
Date: 05/11/2025
Reference number: *********

Hi ********,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Im one of the Executive Resolutions team experts at Western Union who is handling your claim you submitted through the Better Business Bureau (BBB

Unfortunately, I couldnt reach you at the phone number you provided.

Forgery Claims can only be processed if the necessary documentation is submitted no later than 11 months from the date the item is cashed.

Please note that the date limitation is due to the Bank of First Deposit's timeframe to process Forgery Claims. At the time of presentment, the Bank is required to validate the items have not been altered and that all signatures are valid, for that reason with the Forgery Process they are required to conduct the investigation, and Western Union will act as an intermediary only between the bank and the customer. At the moment, we are unable to assist you with the Forgery Process for any of the above-mentioned items.

At Western Union, we take every matter seriously to improve your experience with our services.

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

Sincerely

***** *.
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: February 5, 2025 Transaction Method: Online transfer via Western Union from the *** to Jamaica Funding Source: Chime account Amount: $200 Service Expected: Money transfer Nature of the Dispute:Western Union canceled my money transfer due to suspected fraud, despite my confirmation that the transaction was legitimate. They stopped the online transfer and withheld my funds. I contacted their customer service the same day, and I was assured that my money would be refunded within five days. However, after the stated period, they refused to return the funds and advised me to contact my bank instead.I then reached out to *****, which confirmed that the money had been sent to Western Union. ***** initiated a dispute but later refused to reimburse me, claiming that Western Union had received the funds. Both institutions are shifting responsibility, leaving me without a resolution.Efforts to Resolve the Issue:Neither Western Union nor Chime has taken any meaningful steps to resolve this matter. Evidence, including transaction records and screenshots, clearly shows that the transaction was initiated and subsequently canceled by Western Union.
Business Response
Date: 04/03/2025
Hi ******* ******,

Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

Please note that we have received confirmation from the Bank Processor that this transaction was successfully deposited into receivers account.

Our recommendation would be to contact the receiver directly for them to check with their bank.

Transaction was deposited on Feb/4th/2025.

At Western Union, we take every matter seriously to improve your experience with our services.

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

Sincerely,

******* C
Executive Resolutions Team

Customer Answer
Date: 04/22/2025
I just received confirmation that the money was indeed deposited.
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a money order through Western Union on May 22, 2023 from my local ******* and I have been trying to track it down and or get refunded since the end of 2023. Western Union keeps giving me the run around and keeps making me jump through hoops for them all to give me the same end result and telling me I have to fill out another form which will require a processing fee to submit. They also keep telling me that my conversations and complaints are not documented in their computer systems so there is no record that they happened. I have the original purchase receipt from ******* with the date, amount, serial number, etc. They have already taken my $610.00 plus $16 in fees and now they want me to pay another $15 to submit another form, and then another $15 on top of that for a processing fee for the refund. They denied refunding me 2 times already, even though I have the proof of purchase and bank statements showing that it was purchased, when, where, and how.
Business Response
Date: 04/02/2025
Western Union - Reference number: *********
Hello ******* *********,
We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Mar-2025. In your claim,you mentioned that you had submitted a request for a refund of a money order you purchased on 22-May-2023 and have not received the refund. You are requesting assistance to acquire your refund for ****** USD.
Kindly note that we have attempted to collect the required customer request form and the Proof of Purchase (POP) via direct email and telephone calls to you and was not successful.
We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by providing the following details:
Money order (MO) serial number for the ****** USD money order (MO) (the disputed amount)
The previously submitted request form and proof of purchase (POP)
The method of fee payment (MO # if it was a MO and from which provider, check # if it was a check, etc)
When the payment was mailed in
We would be happy to assist you once the details have been provided and expediate your request.
If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
Thank you for being a valued Western Union customer.
Ako T

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