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

946 total complaints in the last 3 years.
400 complaints closed in the last 12 months.

If you've experienced an issue

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:03/07/2023
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 was sending money through Western Union all of a sudden it locked me out it was an international transaction Western Union asked for more information I sent them the information now they are denying me service and will not give me an explanation of why and I don't know what else to do they keep telling me to read your terms of conditions but I don't understand what I did wrong and nobody would tell me why they are not allowing me to use services and they will not tell me what I did wrong and denying me service I am very confused and I do not understand what the problem is and they do not even want to discuss resolving the problem
Business Response
Date: 03/09/2023
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 March 7, 2023.

Thank you for providing us with additional information. Your request is approved. We are glad to inform you that in 72 hours, you again will be able to use Western Union services.

In your request, you also asked why Western Union declined your money transfer(s). The decline was to meet our regulatory and compliance obligations. Due to our internal policy and local regulations, we cannot disclose the details about why your service was discontinued. Again,thank you for providing us with the additional information needed to restore your service.

Please be advised that should the circumstances change, as a money transfer service provider, we reserve the right to change services without notice.
Additionally, Western Union and its agents may refuse to provide services to any person. Please refer to the Terms and Conditions section at westernunion.com for more information.

Thank you for your patience and for choosing Western Union.
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: Q6301-109000091 Expire 12/31/2023
Promo Code: Q6301-109000109 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:03/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 25, 2023 I sent a money transfer to ****************** and I used my rewards point to cover the **** transfer fee that Western Union Charges to send $60 US dollars. When I looked at my banking history I realized that the fee was charged to my bank out as well, so I had a $6**** charge from **** I called yesterday morning to take care of the issue and to request my refund of the fee. I was told that they were having issues with their online webpage and the rewards points and that they had taken care of the issue since then. They offered to return my rewards points so I can use them for later transactions since they no longer could refund my transaction fee because the monies had been picked up by the receiver. I found it a little odd, but I agreed to receive the refund in points. I knew that I would be using their services again in a day or two, so it was okay.This morning, on 3/5/2023 I sent a transfer of $400 to D.R. and I used my points to cover the $10.99 fee for transfer. Only to check my account and see that the transaction fee was also charged to my account, so I have a debit of $410.99 instead of $400 because I had used my points. I quickly called the customer service line. Spoke to a representative named ******. He said that they were having issues with the online webpage, even though the rep yesterday said that this had been resolved. I became very upset.. he said that he can return the points, I told him that this was not going to work. I needed to be refunded the monies back into my account. It was only then, that he offered to get my request expedited and have the fee returned to my account, he said that it would take about 10 days for the funds to hit my account.The rep returned to explain that he was trying to set up the refund but he was not able to do it....The call was then disconnected! So western Union has taken the fee twice basically, because they charged my account $10.99 and they also took $12 worth of reward points.
Business Response
Date: 03/06/2023
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 03/06/2023 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.
As discussed over the phone, in order to comply with regulations a resolution letter was sent to you via postal mail, please find it attached to this response, however. Kindly note that since the Money Transfers were already paid, the refund for the fees was already issued and provided to you over the phone.
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. We deeply regret we failed to deliver the high standard that youve come to expect from Western Union and hope youll give us a second chance to win back your trust.
If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
Sincerely,
*****, OP ID #***
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:03/04/2023
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.
On Feb 6th 2023, I started a transaction for $4,000 through Western Union MTCN: **********, this transaction was canceled due to fraud alert from my bank, after verifying it was me, I made the transaction again since the other one was cancelled, also on Feb 6th again for $4,000 MTCN: **********, this time $4,0***** was taken out of my bank account (***** for the processing fee?)When the money was trying to be picked up, it couldn't be retrieved due to the place of pick up stating they couldn't give out that amount so I cancelled the transaction and got a message stating money would be refunded in 7 business days. 2 Weeks later, I realized the money hadn't been refunded yet so I called and talked to multiple people getting different answers each time, created case # ********* and was told it would take 72 hrs to hear back, again a week went by and talked to other people and they kept telling me the money was never taken out of my bank account, I sent them a screenshot of my bank statement where it shows that money was taken out by **. My bank confirmed the money was taken out and gave me authorization code ****** and that the transaction was done on Feb 6th at 11:26 am. Last person I spoke with, who I think was a supervisor, CONFIRMED they did see my money was received by ** but I was still waiting on the case specialist to email me back to finish their case process, well I just got an email stating once again they never received my money. Tired of hearing different answers from different people, I don't know what other piece of proof I can show that $4,0***** was taken out of my bank account from Western Union, it's been almost a month and I need my refund please.
Business Response
Date: 03/14/2023
Hello ********,

We are writing in response to the complaint received from you that was addressed to our corporate headquarters.

Please note that we have completed the investigation, please find additional details below:

We have confirmed that transaction was not refunded, this because of a internal system issue, unfortunately refund could not be processed back to your bank account.

We have processed a full refund, including fees, on Mar/13/2023 in the amount of ******* USD with the tracking number (****) ************. Your refund is available for pickup at any Western Union agent location in *****, *************.

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 ****.

We sincerely apologize for the inconvenience this transaction has caused you.

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

Q6301-109001776Expire 12/31/2023
Q6301-109001784Expire 12/31/2023
Q6301-109001792Expire 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 encounter any issue with the **** refunded, please contact us back.

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

Sincerely,

Executive Resolutions Team

Customer Answer
Date: 03/14/2023

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. I do want to point out that I dont know why the money wasnt refunded to my bank account as it was taken from it and instead was sent out for me to pick it up at any location, it was an inconvenience as I had to visit 7 stores for me to get my money, most stores have a limit of how much you can pick up and the other ones their system wasnt working.

Sincerely,

*******************************
Initial Complaint
Date:03/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I processed for a refund since Feb 28, 2023 for a check that was referred to maker since Feb 10, 2023.I am a new immigrant with hopes of making my life easier somewhat but Western Union had been giving me a long time to process my Money Order Refund of 800 USD. I cant move to my new home and in the verge of being homeless until I receive my hard earned money. Whenever I will follow up, they dont seem to care and give real update despite providing all information to make the check refund happen.
Business Response
Date: 03/06/2023
Reference number: 180066615

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

Thank you for your patience while we investigated your concerns. Our ************************** confirmed the below money order has been paid.

Money order number: 22020087081

22020087081 in the amount of ****** USD was paid on 2/10/2023. Bank Sequence Number: 008575688177

After this money order was cashed on 2/10/2023, our ************************** confirmed that the money order was attempted to be cashed again by the processing bank on the same date. The duplicate presentment was rejected under the Bank Sequence Number: ************.

Please be advised that as the money order was paid, Western Union will not be issuing a refund to you. In addition, we have attached a copy of the original money order research response letter and a copy of the money order that was presented for payment. Your ******** bank should be able to trace the initial payment of the item via the Bank Sequence Number referenced for the paid item. As this is a bank processing error, you will need to speak to them directly to have this matter resolved.

Were sorry for the inconvenience you have experienced with the deposit of your Western Union money order.

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 180066615 to connect with me directly.

Sincerely,

*****, OP ID # ***
Executive Resolutions Team
Initial Complaint
Date:03/01/2023
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.
What on earth type of business is Western Union.I try to log in and it logs me in to SOMEONE ELSE"S ACCOUNT.I enter my email and password and I end up in another person's account!What gives?
Business Response
Date: 03/08/2023
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:

-Please confirm your 9-digit MyWU card number and e-mail address associated with your account.

-Please confirm the best phone number to reach you.
-If available, please share the last Money Transfer Control Number sent using the Western Union services.
-Please also confirm your contact details including your address,phone number since the information provided in your claim, do not match your details on records.

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 923
Executive Resolutions Team

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

Customer Answer
Date: 03/08/2023

Complaint: 19522957

I am rejecting this response because:I have no intention of using Western Union.Not now not ever.I wish no further communication from this company.I can not deal with a company with such low caliber service.

Sincerely,

*********************
Initial Complaint
Date:03/01/2023
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.
I have been sending money regularly with Western Union ******.All of a sudden a simple transfer of fifty dollars was denied.I was attempting to send with a valid credit card as I had done many times before.When I talked to an agent I was told my transfer was against their "Corporate Policies"When I asked why after many transfers I was suddenly denied they would not give me an answer.
Business Response
Date: 03/07/2023
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:

Unfortunately, to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future.

If you would like us to review this decision, we will need to collect some additional details.

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.

Alternatively, you can complete the questionnaire manually by filling out the form we sent you via email and providing the required supporting documents.

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 179986162 to connect with me directly.

Thanks for working with us on this.

Sincerely,

Executive Resolutions Team

Customer Answer
Date: 03/07/2023

Complaint: 19522763

I am rejecting this response because:I am sick and tired of being made out to be a criminal.I am a regular person sending money to my daughter.PLAIN AND SIMPLE.No I do not have any intention of using Western Union again.I am very tired of them acting like I am up to no good.They sent me a questionaire asking for all my personal info,if I ever met my daughter in person,what the money was used for.The money was used for **** food and transportation.Then they said I was barred from using their services.Thank you so much for making a senior citizen feel like a piece of trash.

Sincerely,

*****************************
Business Response
Date: 03/13/2023
Hello *****************************,

We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from through the Better Business Bureau (BBB).

We deeply regret we failed to deliver the high standard that youve come to expect from Western Union and hope you and your receiver will give us a second chance to win back your trust.

To reiterate our previous response, please be advised that to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future.

If you would like us to review this decision, we will need to collect some additional details.

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.

Alternatively, you can complete the questionnaire manually by filling out the form below we sent you via email and provide the required supporting documents.

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 ********* 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: 03/16/2023

Complaint: 19522763

I am rejecting this response because:They have repeatedly refused to answer one simple question.What is wrong with a man sending his daughter a few dollars for food,medicine and transportation.I have read the questionaire that they sent.It asks for all my personal information like it was some kind of criminal investigation.It asks how I met my daughter of all things.They ask for an itemized list of all she bought like she did something criminal.She bought chicken and vegetables if it is all the same to you.They cut me off,tell me I can never send a transfer again and then say "We hope that we can regain your trust" Seriously? They even had the nerve to offer me a discount coupon.Fat lot of good that will do me if I can't use the service.They want to regain my trust?Tell me what I did wrong plain and simple.I cannot understand their refusal to tell me why I was stopped from using their service.A straight forward honest answer.I will respect no other response.

Sincerely,

*****************************
Initial Complaint
Date:03/01/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. On 2/6/23 i sent $1000 to my mortgage company PHH mortgage through Western Union. The **** is **********. I was advised on 2/17/23 PHH mortgage returned the payment and refunded me the $!000, **** **********. Since then, I have been trying to collect this refund by going to ******* here in ************* ** through Western Union, unable to collect it. I have called Western Union customer service at least 6 times, and each time they tell me the same scripted story, I have to go to ******* and have them call on their phone and they will assist in getting the refund to me. However, ******* Western Union service has not been able to get a refund released to me, even after they spent almost 30 minutes on phone with agent assistance. I am beyond upset and anxious. Western Union customer service only advised me to try another *******! This is a lot of money. I want it back! I have all the documentation and receipts and numbers and ID. ***************************************** seems to be able to take the money really fast, but when it comes to helping me get the refunded money, no help! I am upset because $1000 is a lot of money to lose! Please can someone help me? I am tired of getting the runaround.
Business Response
Date: 03/06/2023
Reference number: 179984937

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 initiated a payment to your mortgage company, PHH Mortgage, on February 6, 2023 which was rejected by your ****** and you have not been able to collect your refund. You are asking assistance in collecting your funds.
We deeply regret that we failed to deliver the high standard that youve come to expect from Western Union and are pleased to see that you were able to collect your refund on MTCN ************ for $ ******* USD on Friday, March 3, 2023.

We are taking this incident seriously and are grateful for the feedback you provided and want to assure you that we will continue addressing any issues identified and will explore any additional trainings needed to prevent such incidents from happening in the future. We greatly appreciate your support.

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 179984937.

Sincerely,

Ako,OP ID # ***
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data. Tell us why here...
Customer Answer
Date: 03/07/2023

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:02/28/2023
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 sent my father $100 through Western union at my local ******** He went to pick it up and they had a hold on it for fraud. I called Western union and they wanted to know my last 4 of my ID#, if I knew the receiver, what the money was for. They had no reason to flag it for fraud. I have sent my father money several times through Western union and have never had a problem til now. It was just a hassle for no reason.TRACKING NUMBER 014-641-4807 SENT AT 2:07PM ON 02/28/2023
Business Response
Date: 03/01/2023
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 Feb/23/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you sent a transaction to your father that was help up because of possible fraud and wanted to know why.
I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case.
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.
Please keep in mind that all customers might need to go through this process at some point to align with our compliance policy. As ***************** and local regulations, we need to better understand how our services are being used to protect both our customers and the company.
We placed your money transfer on a temporary hold because we needed to ask you a few questions to help prevent you from falling victim to potential consumer fraud.
We genuinely apologize for the situation experienced, as a token of our apology,we want to provide you with a promotional code to send a zero-fee money transfer.

Q6301-109001099 Expire 12/31/2023
Q6301-109001107 Expire 12/31/2023
Q6301-109001115 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

Customer Answer
Date: 03/01/2023

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:02/28/2023
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've been reaching out since January 13 for a refund case number *********. I still have not received my refund. When I call they tell me to wait 30 days. Today is now Feb 28. I told them I am not sure what happened but I haven't received it. I am angry. It is very hard to reach a representative. I need my refund expedited.
Business Response
Date: 03/02/2023
Reference number: *********

Hello Rifca,

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 02/28/2023 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 we have successfully completed your request, the check will be processed within the next ***** hours, once processed, you should be receiving the check overnighted. If you do not receive the check please feel free to contact us back at the information referenced below to 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.
Initial Complaint
Date:02/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 22nd I purchased a Western Union money order for $650. I paid my rent with said money order. My landlord's bank ***** Fargo returned the money order as refer to maker reason unpaid. I filed a money order tracer which came back with proof of being cashed by ****************. My landlord did a three way call with ****************, the banker said it was unpaid and the issue is with Western Union. I have tried but can not get a human to speak with when I call Western Union customer service. I am caught between these two giant companies and do not know where to go from here.
Business Response
Date: 02/24/2023
Reference number: *********

Hello *****,

We are writing in response to the complaint received from you on FEB-23 through the Better Business Bureau (BBB). In your complaint, you indicate that you purchased a money order from Western Union that was sent as a payment to your ******. You later received a notification that the money order was returned to Around Towne LLC as unpaid. At this time, you are requesting assistance in obtaining additional information from Western Union that proves the money order was cashed. You are also asking to refund the money order.

Thank you for your patience while we completed our investigation.

We received your money order research request forms. As a result, our ************************** confirmed the below money order has been paid.

Money order number(s):

19321569257 in the amount of $650.00 USD was paid on JAN-04. Bank Sequence Number: 003887463631.

After this money order was cashed on JAN-04, our ************************** confirmed that the money order was attempted to be cashed again by ***** ********** on JAN-04. The duplicate presentment was rejected under the Bank Sequence Number: 003887463638.

Please be advised that as the money order was paid on JAN-04, Western Union will not be issuing a refund to you. In addition, we have attached a copy of the original money order research response letter and a copy of the money order that was presented for payment. Your ******** bank should be able to trace the initial payment of the item via the Bank Sequence Number referenced for the paid item. As this is a bank processing error, you will need to speak to ***** ********** to have this matter resolved.

Were sorry for the inconvenience you have experienced with the deposit of your Western Union money order.
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 ********* to connect with me directly.

Sincerely,

****, OP ID LJV
Executive Resolutions Team
Customer Answer
Date: 02/24/2023

Better Business Bureau:

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

Sincerely,

***********************

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The Western Union Company is NOT a BBB Accredited Business.