Complaints

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

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The Western Union Company has 132 locations, listed below.

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company (Headquarters)

  1301 International Parkway 4th Floor Sunrise, FL 33323

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

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:03/21/2023

  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 tried sending money to ******, via Western Union but the money was not sent and they will not give me a refund. It usually takes minutes before the recipient receives the money, but it has been more than a week now and no money has been sent or deposited. I called multiple times and even the manager is clueless as to when I can get a refund.

  Business Response

  Date: 03/27/2023

  Reference number: 181446728
  Hello ***********************,
  We are writing in response to the complaint received from you on March 22, 2023 through the Better Business Bureau (BBB). In your complaint, you indicate that you attempted to send funds to ****** and the money was not sent and you have not received a refund. You are requesting a refund.
  We are writing to follow up on our previous email where we requested you to share additional information needed to investigate your concerns.
  Please reply to this email and provide the following details:
                The Money Transfer Control Number (MTCN) a ten-digit numerical number
  
                The senders name as it is on the transaction
  
                The payees name as it is on the transaction
  
                The amount sent
  
                Method of send (sent from a location, sent through the mobile App, over the phone, etc)
  
                The date and time (if possible)of the attempted transaction
  
  Once the information is provided, we would be glad to address your concerns further.

  
  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 181446728.

  
  Thank you for working with us on this.

  
  Sincerely,

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

  
  

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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 am blocked from using western union and don't know why.

  Business Response

  Date: 03/22/2023

  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 are unable to use Western Union services.

  You are requesting for assistance to be able to use Western Union services.
  

  Unfortunately,I couldnt reach you by calling the phone number provided in your complaint.
  
  Our record show that there are no restrictions to the name, ***************************** and you can use Western Union services.  Please be informed that all money transfers are reviewed individually, and a previous decision to approve or decline a money transfer does not necessarily mean you wont be able to use our services in the future.
  
  If you are having issues using our services in the future, please provide the details of the transaction and we would be happy to research further.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  

  Thanks for working with us on this.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:03/17/2023

  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.

  Western Unions has sent me a payment 2 times that was returned back both times to my bank. Then they gave me a wrong tracking number the third time. I paid for a money order in December and still haven't received my refund. Now I want 500 for this inconvenience.

  Business Response

  Date: 03/20/2023

  Hello ***********************,
  We are writing in response to the complaint received from you on Mar/17/2023 that was addressed to our corporate headquarters.
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case.
  We have concluded the investigation as we can share its findings below.
  
  We sincerely apologize for the inconvenience you have been facing with this refund, we completely understand the frustration and deeply regret we failed to deliver the high standard that youve come to expect from Western Union.
  
  As you mentioned multiple information was given to you for refund checks and an MTCN that you were not able to collect back, We are taking this incident seriously and will do our best to correct this from happening in the future.
  
  In order to have this matter resolved, we have fully refunded your money order, including fees, on Mar/20/2023 in the amount of ***** USD with the tracking number (MTCN) 930-135-6347. Your refund is available for pickup at any Western Union agent location in *****, **.
  Additionally to this we have issued a service concession to you on Mar/20/2023 in the amount of 50 USD. Please visit any Western Union agent location in *****, ** to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID. If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.
  Sender: Western Union Customer Service
  Receiver: ***********************
  
  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.
  
  
  In relation to the compensation request of $500, please provide us with proof (for example, receipts or notarized statements) of any charges you incurred because of the late delivery of your payment. Compensations are subject to approval and are not guaranteed.
  Our Terms and Conditions state that Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers, agents,or otherwise. Neither Western Union nor its agents shall be liable for any indirect, special, incidental, consequential, exemplary, punitive damages, or the like.
  
  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  Sincerely,
   
  *******, OP ID #***
  Executive Resolutions Team
  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19613408
  
  I am rejecting this response because:  3 different times I wasn't given my money. I already submitted proof that my bank charged me 5 dollars each time the money was refunded,and it has been over 2 months. Now when my money goes in to my account my bank holds it until they make sure it has cleared. I have been banking with Usaa for over 17 years,and I have never had a return check before this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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.

  Dear BBB employee,Im irate and frustrated from Western Union and its customer service. Ive been a customer of ***************************************** for over ten years; however, I decide to create an account (possibly) about six years ago.Every couple of months Western Union decides to either freeze my account or suspend my account for supposedly going over my monthly limit. I understand that Western Union have their own policy and I respect that. Ive always complied with they rules; however, this time I truly believe theyre abusing their authority over their customers/clients right to privacy.I was asked to provide some really personal documents to Western Union to unfreeze my account. The document list even include marriage or divorce certificateThis is ridiculous! Where does Western Union get the idea that they have the right to view such documents. Ive provided a copy of my US passport, Driver license, Masters graduate Graduation Certificate, transactions/receipts, and employee ID.I dont trust sending any more documents knowing that whoever is viewing my documents is most likely not a U.S. citizen, Im not comfortable sending my entire history of documents to a foreign country since I dont know whos viewing it. It raises a concern and someone should look into this; who gives Western Union to ask for such a list? If theyre concerned about protecting someones identity maybe Western Union should be more civilized and do what companies in the 21st century would do, which is the following:1. Call the customer;2. Text the customer;3. And E-mail the customer.Some of the transactions that Ive completed with Western Union are:1. MTCN#: ************ 2. MTCN#: ************ 3. MTCN#: 807-030-5810 Respectfully,Al.

  Business Response

  Date: 03/18/2023

  Reference number: 181091187
   
  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 03/17/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that your Western Union account is suspended and you dont feel conformable providing additional information.
  
  Thank you for your patience while we completed our investigation on your concern.
  
  We have reviewed your concerns and determined that Western Union has declined your money transfer(s) to meet our regulatory and compliance obligations. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future. Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information.
  
  Our records also show that you have declined to provide us with any additional information to initiate a reinstatement review. As a result, our decision to restrict your ability to use Western Union services remains in place.
  
  To apply for reinstatement, please access the digital Customer Questionnaire and follow the outlined steps to provide the information required to support your use of Western Union services. 
  
  Please note we will only be able to perform your reinstatement review if all information is complete and the supporting documents are present.
  
  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 181091187 to connect with me directly.
  
  Sincerely,
  
  ******, OP ID 306
  Executive Resolutions Team
   
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 03/20/2023

  ID#: ********
  
  Dear BBB,
  
  Thank you so much for your prompt attention to my issue with Western Union.
  
  I disagree with the statements that was sent by the Executive of Western Union, especially in the following sentence Our records also show that you have declined to provide us with any additional information to initiate a reinstatement review. As a result, our decision to restrict your ability to use Western Union services remains in place.
  
  Where did I say in any of my E-mails that I decline? I cooperated and sent many documents. However, I did say that I was not comfortable sending anymore documents that what I had already provided, which is plenty.
  
  I have a high government security clearance by the *** and DoD, Western Unions list asks for more confidential information than what Ive provided on my e-Qip SF-86 application.
  I am concerned! Who is allowing Western Union to have this much authority!? Why is Western Union playing ***** I understand that this is for safety and to avoid people from committing crimes like money laundering and funding terrorist groups; however, thats not Western Unions job. If Im providing my ID and confirming my identity that should be enough, if theres a suspicious transaction then REPORT ME to the authorities. Ill not be handled by a (traded company and payment service provider). If the **** has a problem with the small amount Im sending (like $50/$100), theyre more than welcome to contact me.
  
  Im done playing by Western Unions rules. I want justice and clarification of why *** citizens are sending confidential information to foreigners, when in fact were supposedly talking and contacting their employees in ********?
  
  If Western Union wants to solve this issue they would have called me already, but I guess a phone call from *************** is too expensive.
  
  Respectfully,
  
  Al.
  

  
  

  Business Response

  Date: 03/31/2023

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

  We are responding to your request addressed to our corporate headquarters to reinstate your Western Union service. Your request was received on Mar/17/2023. Thank you for providing us with additional information. We are pleased to inform you that your account has been reinstated, and you in 72 hours, will be able to use Western Union services again. We understand that the temporary suspension of your account *** have caused inconvenience, and we apologize for any inconvenience this *** have caused.
  

  We take the security and integrity of our platform seriously, and sometimes we *** need to temporarily suspend an account to ensure the safety and security of our customers. However, we are happy to let you know that after a thorough review, we have decided to reinstate your account.
  

  We appreciate your patience and understanding during this process, and we look forward to continuing to serve you as a valued customer.
  

  In your request, you also asked why Western Union declined your money transfer(s). The decline was to meet our regulatory and compliance obligations. Due to our internal policy and local regulations, we cannot disclose the details about why your service was discontinued. Again,thank you for providing us with the additional information needed to restore your service.
  
  Thank you for choosing our service, and we wish you the best of luck with your future transactions.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges *** apply) and provide the reference number (*********) to connect with me directly.

  
  Sincerely,
  
  ******, OP ID 306
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 04/06/2023

   
  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:03/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used western union to send money to ***** a month ago. I was told by ****** union that the money was rejected by receiver's bank and that I will get a refund. It has been a few weeks and nothing has happened. I contacted them through both phone and email and was told to wait without a time line when I expect to receive the refund. Any help on this matter is greatly appreciated.

  Business Response

  Date: 03/22/2023

  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 direct to bank money transfer with the tracking number (MTCN) XXX-XXX-**** to a receivers bank account in *****, but it was by the beneficiary bank. You are requesting for assistance to receive a full refund.
  
  Our records show that your money transfer sent to ***** on Feb/13/2023 was rejected by the receiving bank. As a result, your money transfer was canceled by Western Union,and a refund, in the amount of ******** USD was initiated on Mar/21/2023.Please be advised that it may take up to 7 business days for the funds to show in your account, depending on your banks refund-processing practice.

  
  If you 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: 03/27/2023

   
  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:03/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to send money to my father-in-law in *************** to fun the build of our house. We have send funds twice before without an issue. This time however, I was told the Western Union **** person 'thought' we were being scammed and denied sending the funds. Because of that he said to go get the cash where I originally tried to send it (Rite Aid) and Rite Aid said it was over the amount they can dispense. Called ** again and they said to use ******* close to our house, ******* doesn't carry that kind of cash.I called ** back and they said they would mail us a cheque. I asked it be send overnight ****** the person said ok. I called on 3-14-2023 at **** and found out they only sent it regular mail. I asked to be informed of all mailing info and was sent a ***** tracking number, only 11 digits and ***** numbers are 12.I would like to have our $5,075 returned to us immediately and not have this stuff happen in the future.The ** manager I was talking to 3-14-2023 at **** said to send smaller amounts and pay more for the fees. Why should I have to pay more fees for something they should be able to do.

  Business Response

  Date: 03/16/2023

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

  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on Mar/15/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you request the refund of a transaction.

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

  
  We have processed a full refund check, including fees, on Mar/14/2023 in the amount of $5,075.00 under a refund check sent to your mailing address via Fedex
  
  Check number: Check amount (USD):
  8640605358-62 $5,075.00
  
  This refund check was sent as OHD, meaning that you should receive the refund checking from 24/48 hours after it was sent. You will be able to track down the delivery under ***** tracking #: **** **** 0447.

  
  We hope youll give us a second chance to win back your trust. As a token of our apology, we have added 400 points to your My **** account for immediate use. Please be reminded that the points must be used within one calendar year from the day they were issued. For assistance in redeeming your points, you can visit **************************************************************** or log into your Western Union profile and select My ** rewards. 
  
  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

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok to me.

  Cashing the checks that were sent were as much of a pain. My bank would not cash them because I did not have over the amount to cover the cheques in case Western Union canceled them. Western Union banks with ***** Fargo and even though it is their bank ***** Fargo would not cash them either.

  We have decided not to use Western Union in the future because they are unreliable and unpredictable.

   

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

• Initial Complaint

  Date:03/11/2023

  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.

  Western Union blocked my account. I called several ***** numbers to find out. Every person who I have spoken to has confirmed that my account was blocked by the company, but they could not provide an explanation. I spoke to someone who stated that they were a supervisor and they told me that Western Union does not have to tell a customer why their account was blocked. What type of business practice is that?

  Business Response

  Date: 03/14/2023

  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, that was addressed to our corporate headquarters.

  
  After investigation, please be advised that Western Union closely monitors the use of its services to ensure compliance with legal obligations,including consumer protection against potential fraud. After further review of your reinstatement request, we believe that you may have been a victim of consumer fraud or an attempted scam. Accordingly, we regret to inform you that you are permanently not allowed to send or receive funds through Western Union. This decision to refuse your future use of our services has been taken for your protection, in accordance with Western Unions Terms and Conditions (available at westernunion.com).
  
  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 914
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19583303
  
  I am rejecting this response because:
  
  I was never a victim of fraud. I can account for every single one of my transactions. Western Union is not telling the truth here. I demand they have someone go over every transaction with me and show me where I was a victim of fraud. If they cant do that, I demand they reinstate my privileges to use WU. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 03/22/2023

  Reference number: 180770894
   
  Hello *****************,
  
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal.
  
  Our records show that to meet our regulatory and compliance obligations, Western Union has declined to continue providing you with money transfer services using Western Union. 
  
  After reviewing your request, our decision to restrict your ability to use Western Union services remains in place. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future. Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information. 
  
  Please be advised that should the circumstances change, as a money transfer service provider, we reserve the right to change services without notice. Additionally, Western Union and its agents may refuse to provide services to any person. Please refer to the Terms and Conditions section at westernunion.com for more information.
   
  We are sorry for the inconvenience and thank you for your understanding.
  
  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 180770894 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:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An agent the branch site on ******************************** ********** ** Transposed the long name wit one digit off. The third time I want the to correct, their website said they ere oeon till 9 but they cosed at 8 apparently, I car got stuck in a ditch ( can provide photos) , so iI abandoned it and called an UBER (this was a critical time frame. Prior to this, I was directed by Western Union support to a kiosk, and they assured me ********* was in the list of supporting banks. You can probably guess this was definitely wrong.

  Business Response

  Date: 03/14/2023

   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 03/13/2023 that was addressed to our corporate headquarters. In your complaint,you indicate that your receiver is unable to collect the Money Transfer in *********.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case. As discussed over the phone, you can advise your receiver to collect the Money Transfer at the Interchange Location, as the transaction has been available since 03/12/2023,however, if she does not agree with the exchange rate before collecting the transaction, please advised her not to accept the Money Transfer, thus, you can request a refund.
  
  Kindly note that when choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand,channel, and location based on many factors. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however, it can change at any given time of day, any number of times, subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.
  
  We have confirmed that Western Union made no errors regarding your money transfers exchange rate. As ********* is a country Fixed on Pay, meaning Western Union pays the exchange rate at pickup. Estimated exchange rates appear on your receipts with the legend estimated rates.
  
  Regarding the issue you had with your DoD ID when recording the transaction at the ******** Location, unfortunately it is not acceptable as a valid form of ID,however, kindly note that Western Union accept any of the following types of ID:
  
                                                    Resident          Non-resident
  -Passport                                          Y                   Y
  -Country Issued Identification               Y                   Y
  -Driving License with Photo                   Y                   Y
  -State Issued ID Card                           Y                   N
  -Alien Identification Card                       Y                   Y
  -Government Identification                    Y                   Y
  -International Driver's License               N                   Y
  -Military ID                                         Y                   Y
  -Matricula Consular Card (****** ID)      N                   Y
  -Instituto Federal Electoral           
  
  As a courtesy to you, we have added 300 points to your My **** account for immediate use.
  
  Please be reminded that the points must be used within one calendar year from the day they were issued. For assistance in redeeming your points, you can visit **************************************************************** or log into your Western Union profile and select My ** rewards.
  
  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:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money overseas and when I sent the money it was $0.00 for the fee. My receiver went to pick up the money and they said the exchange rate was $1=549 colones but they only gave her 516 colones. I called western union and he said the exchange rate was currently 553. They are charging secret fees by not giving the proper exchange rate and the representative was useless.

  Business Response

  Date: 03/15/2023

  Reference number: 180588616
  
  
  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-10 through the Better Business Bureau (BBB). In your complaint, you indicate that your receiver was not given a proper exchange rate when she picked up the money; additionally, you had an unpleasant experience with one of our ************* Representatives.
  
  Thank you for your patience while we completed our investigation.
  
  Before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (***) that listed the destination, receiver's name, amount to be paid, fees, the amount your receiver will get in local currency, date of availability, and the exchange rate at the time of sending the money transfer. You are accepting the terms presented on the *** by funding the transfer.
  
  We have confirmed that Western Union made no errors regarding your money transfers exchange rate. As you chose to fix the exchange rate at the time of sending, the same rate was applied when the agent paid out the money transfer to your receiver in **********.
  
  When choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand, channel, and location based on many factors. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however, it can change at any given time of day, any number of times, subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.
  
  However, as a good will gesture, we have issued a service concession to you on MAR-15 in the amount of $33.25 USD. Please visit any Western Union agent location in *******, **** to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID. If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.
  
  Sender: Western Union Customer Service
  Receiver: *********************************
  
  We are very sorry to hear about your negative experience with one of our ************* representatives. We deeply regret failing to deliver the high standard that youve come to expect from Western Union, and we hope youll give us a second chance to win back your trust.
  
  We are taking steps to prevent such incident from happening again by working with our business partners and ************* representatives to address the issues you experienced throughout feedback sessions.
  
  As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.
  
  Promo code: Q6301-108000886.          Expiration date: 12/31/2023
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is initiated, as it cannot be applied after the transfer has been completed.
  
  Thank you for contacting us regarding your difficulty with our service. We sincerely apologize for any inconvenience this may have caused.
  
  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 180588616 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:03/07/2023

  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 **#********* On 02/09/2023, i made a transaction to transfer $ ******* to my brother which was put on hold. I was asked to provide my ID that i did through multiple channels however eventually i have been told by customer care that there is system glitch and fastest way to deal with it is to cancel the transaction and resend the money. Even though the outcome was frustrating but i agreed and ** cancelled the transaction. After few days the status in ** app changed to "refunded" however till today (03/07/2023), i haven't received my money yet. i have made multiple complaints and chasing them every other day but it seems there is no mechanism in place to escalate for situation like this. Now i am completely blind sided on what is going on and only thing in get in return is a complain reference number every time i try to reach out to any one. my MTCN # **********

  Business Response

  Date: 03/09/2023

  Reference number: 180380811
  
  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 initiated a transaction of $ ******* to a receiver in ********.  The transaction was placed on hold for additional information. In additional, you were offered a refund for the transaction due to system glitch.  Till date, you have not received your refund.  You are hereby requesting for assistance with your refund.
  
  Our records show that in Feb/09/2023, you sent a money transfer from ***************** to a receiver located in ********. The total amount sent is 1,195.70.
  
  Our records show that your money transfer sent to ******** on Feb/09/2023 was refunded due to system glitch on Feb/15/2023. As a result, your money transfer was canceled by Western Union, and you were advised that a refund would be issued into your bank account within 7 business days.
  

  Unfortunately,your refund was delayed due to a technical error that occurred with Western Union systems. We have fixed this issue and initiated a full refund, including fees, in the amount of ******** on Mar/08/2023. Please be advised that it may take up to 7 business days for the funds to show in your account,depending on your banks refund-processing practice.
  
  We hope youll give us a second chance to win back your trust. As a token of our apology, we want to provide you with promotional codes to send a zero-fee money transfer.
  
  Promo code:  Q6301-100001775      Expiration date: Jan/01/2024
  Promo code:  Q6301-100001783      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 180380811.
  

  Thanks for working with us on this.
  Sincerely,
  

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