Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

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

948 total complaints in the last 3 years.
400 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: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 Tues., 1/31/2023, I purchased 2 - $700 Western Union money orders from Food City Supermarket located @ ******************************************************. I then walked them across the parking lot to ***** ********** located @ ****************** to deposit the funds into my property owner's personal account as this is how I pay my monthly rental fees for the townhouse I reside in. On Tues., February 14, 2023, I received a call from my property owner informing me that 1 of my money orders was not cashed as there was a problem with it. I drove to ***** Fargo after I got off work & after being there for almost an hr., I was told by the asst. ****** mgr that the money order was defective & I needed to call Western Union. Per his instruction, I called Western ***************************** instruct me to question the bank. The following day I was @ ***** Fargo for over 2 hrs. Besides my ************* time spent @ ***** **********, I now have to request a refund from Western Union. This can take 30 days. I am not rich. Western Union, during the refund process, will deduct $15 from my money order. The money order was not free for me. I had to purchase it. My property owner has requested his balance of the rental ********** had to purchase another $700 money order. It was not free. it costs me $1. There are late fees that have been accruing as my rent was NOT paid on time. I will be late paying March rent due to these issues. I will have to spend MORE money to cash the refunded money order. I DEMAND JUSTICE! I have done nothing wrong! I am being penalized for purchasing a defective money that Western Union would not honor. This should be illegal! I can't think of any business that operates this unfairly, crooked, cold & uncaring. If I buy tires for my car, pay for them & 1 of them is defective, the tire company will make it right. Maybe I should contact an attorney & start a class action lawsuit. Let's do the math: $15 fee per money order refund request.........
Business Response
Date: 02/23/2023
Reference number: *********

Hello *******,
We are writing in response to the complaint received from you on February 23, 2023, that was addressed to our corporate headquarters. 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 from your ****** indicating that the Money Order was not accepted as the bank indicated that the item was defective. You mentioned that you were advised from the bank about the same and referred to speak with Western Union to request for a refund. Upon speaking to Western Union, you mentioned you were referred to our standard process and asked to provide a $15.00 USD Money Order or check to cover for the processing fee of the request, which you disagree with. You also indicated you want a refund or a replacement of the Money Order.

We initially received your money order research request forms on February 20, 2023. As a result, our ************************** confirmed the below money order has been paid.
Money order number(s):19328128062 in the amount of $700.00 USD was paid on February 1, 2023. **** Sequence Number: 0066440797867.

After this money order was cashed on February 1, 2023, our ************************** confirmed that the money order was attempted to be cashed again by the **** of ***** Deposit (BOFD) on February 2, 2023. The duplicate presentment was rejected under the **** Sequence Number: ************.
Please be advised that as the money order was paid on February 1, 2023, 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 **** Sequence Number referenced for the paid item. As this is a bank processing error, you will need to speak to the bank where you deposited the items to have this matter resolved.
Please note all fees have been waived to provide you with these documents without charges as a one-time exception, kindly keep into consideration that, the $15.00 USD fee covers charges that the banks demand for stopping payment on a money order, such as the postage charge and office work to generate the check or produce a copy.
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 ********* 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.

Customer Answer
Date: 02/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that their explanation helped me immensely as ***** ********** are @ fault, not Western Union & I apologize. I thank Western Union for clarity in this matte. All is satisfactory.

Sincerely,

***************************
Initial Complaint
Date:02/20/2023
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.
Sent $500 to my cousin in ***** though Western Union since 01/17/23 up to now receiver didnt receive the money. I contacted them on many occasions, case # *********; tracking # ************. Name of receiver is *************************************************
Business Response
Date: 02/27/2023
Hello *****,

Please find attached our resolution letter,

Sincerely,

*****, OP ID #***
Executive Resolutions Team

Customer Answer
Date: 02/27/2023

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,

****************************************
Thank you BBB to resolve this situation ASP.
I give you ***** BBB is the best
Initial Complaint
Date:02/19/2023
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.
Their Website appears to work seamlessly for purchases, but once completed and submitted the request form for a Replacement or Refund an error message appears reading "we're sorry, our system is temporarily unavailable. Please try again later". Over the past 5 weeks I have used several different secure devices and browsers to complete this, to have this happen EVERY TIME! (their product is often subject to damage outside of our control, through the mail for example), this appears to be a dishonest attempt to not issue replacements at all! There needs to be an easily accessible way to get a money order reissued with evidence of the product being damaged and Quickly. Please address the scam in your website form Western Union!
Business Response
Date: 02/22/2023
Dear *******************************
Western Union is writing in response to the complaint received from your through the Better Business Bureau regarding the re issue request of your money order.
Western Union has investigated this matter. Please be advised that we have processed your request with the information provided. If no exceptions the check will be re issued within the next ***** business hours and once the refund check is ready, it will be sent to the mailing address that you indicated in your request via overnight delivery. Also, as a one-time exception the refund of the processing fee will be waived.
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 912
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:02/16/2023
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 paid ** $24.99 to send to *************** a month ago. Receiver did not receive the money because ** sent the money to the wrong bank. $24.99 was taken from my account on January 17, 2023 by **. I called them for three times already since at least 3 weeks ago. I was told the first time that I will be refunded in 7 business days, nothing happened but an email from them that the case is being investigated. Called again and was told by them to wait after 48 to 72 hours, no response from them yet. MTCN ********** Paid date: 01/22/2023 Case # ********* Fraud Hotline *********** My most recent call was on 2/13/2023 via Fraud Hotline, the person who answered was *****. Their *********** number is ineffective. Ive been their loyal customer for many years with no problem but they would not refund my money for just this small amount and its not even my fault. Thank you.
Business Response
Date: 02/21/2023
Reference number: *********

Hello *******************,
We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you on 2/17/2023 through the Better Business Bureau (BBB).In your complaint, you indicate that a transaction you initiated via our direct to bank online service was not delivered to the intended bank account. You have requested a refund of the funds and have not received adequate assistance. At this time, you are requesting that a refund be provide to you.
Western Union has completed its investigation regarding Money Transfer Control Number (MTCN) ********** initiated on January 15, 2023 in the amount of ***** USD to a bank account in ***********.
On February 17, 2023, your transaction was cancelled by Western Union after it was rejected by the receiving bank. As a result, your money transfer was canceled by Western Union, and a full refund, including fees, in the amount of ***** USD was initiated on February 17, 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 deeply apologize for the delay in the refund of your transaction. Please note that Western Union has no control over any financial institutions refund or handling processing times.
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,
Estefany, OP ID # ***
Executive Resolutions Team

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

Customer Answer
Date: 02/27/2023

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:02/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
01/25/2023 $4000 I initially sent $4000 to my receiver in Oakistan. After the grace ****** was over for them to pick up the funds, the receiver informed me that they could not pickup the funds. We both agreed to create a refund and the refund was supposed to be credited back to my account on 02/03/2023. Here comes the 6th and I have yet to receive my funds. I called again and they created a case number for me. They requested I send my id and the receivers id which I did and I have yet to hear anything back. I have to be the one to call to request information. Here comes the 16th and I have talked to multiple different agents in multiple different departments who continue to give me multiple different excuses. After 10 days of the case being created, I finally speak to a supervisor who informed me that a ******************** locked my transfer and only he can unlock it. I am tired of waiting as I desperately need those funds. It should not be this hard to refund a transaction back to the original account it originated from. Soon as I get this transfer yall can delete my account and you do not have to worry about me again
Business Response
Date: 02/20/2023

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 FEB-17 through the Better Business Bureau (BBB). In your complaint, you indicate that you have not received a refund of a money transfer sent through Western Union.

I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and please be advised that we have processed a full refund, including fees, to your bank account in the amount of **** USD. on 02/20/2023. Please be advised that it may take up to 7 business days for the funds to show in your account, depending on your banks refund-processing practice. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.

At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern. 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 two promotional codes to send a zero-fee money transfers.

Q6301-106000417 Expire 12/31/2023
Q6301-106000425 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 LJV
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:02/15/2023
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 purchased a money order from ******* and sent it off to pay a bill. The company said they never received it so I put a stop on it. Than I requested a refund. I never received my money back.
Business Response
Date: 02/21/2023
Hello ***********************,

We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you that was addressed to our corporate headquarters. In your complaint, you indicate that you would like to have a refund of your Money Order.

We received your original money order refund request, and the appropriate business unit processed your request. The refund checks were issued to the mailing address you provided in your request. Please allow **** business days for the refund checks to be delivered via mail. If you do not receive the refund checks within this timeframe, please contact us at the number or email address referenced below so we may further assist you.

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 178961596 to connect with me directly.

Sincerely,

*****, OP ID # ***
Executive Resolutions Team
Customer Answer
Date: 02/21/2023

Complaint: 19412710

I am rejecting this response because:I file this claim 1 month ago. I should have received my money back by now.

Sincerely,

***********************
Business Response
Date: 03/01/2023
Hello ******,

We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you on 02/28/2023 that was addressed to our corporate headquarters.

We have issued a service concession to you on 03/01/2023 the amount of ***** USD. Please visit any Western Union agent location in **,** to pick up your funds with the tracking number (MTCN) 930-135-2708 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: ***********************
As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer.

Promo code: Q6301-109001248 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.

We sincerely apologize for any inconveniences this may have caused you,

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

Thanks for working with us on this.

Sincerely,

*****, OP ID #***
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 03/06/2023

Complaint: 19412710

I am rejecting this response because:
They charge me a fee to get my money order replaced and it took 2 months. Even after talking to them they sent me a code to receive my money and it wasn't valid. I just received it today and it shouldnhave take this long and a wasted trips. It was very unprofessional.
Sincerely,

***********************
Initial Complaint
Date:02/14/2023
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 Dec 1, 2022, Western Union debited my account for $606.49 to send $600 to my friend, **** (MTCN **********) in ******* . ** also charged me $6.49 for the transaction. To date, the money did not get to the receiver. I have called Western Union over 15 times to get my $600 back.I called on December 4th and 6th and was told that the total amount of $606.49 will be refunded to me. Instead, all that has been refunded is $6.49. I have called Western Union over 15 times since then to no avail. My money, to date, has not been refunded. All effort I have made to date have been futile. Instead they open up multiple cases and push me all around from supervisor to customer service agents. Sometimes, they have hung up the call on me so I have start the **************** again. Initially, I was told that the following case (**: *********) was opened to investigate on December 6th. A few days after, I was told the amount of $600 will be refunded back to my Chase Checkings Account. Unfortunately, till date, the $600 has not been sent back to my account. I also asked my bank to investigate but was notified that ** had not refunded the amount. So, I called ** a few days after about this issue and was given a new case number (** *********). The male customer service rep I spoke to notified me that ** had tried to send the money back to my Chase Checkings Account but that it was not able to contact ***** which I am unable to process or make sense of. Further, he said the money will be refunded. When I called yesterday, I was told all system was down. Despite all these effort, I haven't received my money.Western Union is a ripoff organization that has continued to cheat people out of their money. I'd highly recommend that people stay far aware from this disgraceful company. I bet there are many more stories of woe like this where ** has cheated people out of their money without doing anything that was promised. This company must be stopped from continue to operate.
Business Response
Date: 02/17/2023
Reference number: *********

Hello Ademola,

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 02/15/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you havent received $600 refund as of today.

Thank you for your patience while we investigated your concerns. As discussed during the phone call, please note that the transaction was correctly delivered to the intended receivers bank. Please see attached Payment Confirmation Letter with deposit details.

We recommend you have the receiver contact their bank directly with the information provided, for them to help locate the funds and, if needed,process a refund per your request.

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: 02/18/2023

Complaint: 19405824

I am rejecting this response because: the money did not get to my friend, *******************. I just spoke to him now and he reiterated that he did not receive the money. This is Western Union's continued action to try to evade doing the right thing by returning my money. For the umpteenth time, please refund my $600 before this time next week. This is very shameful and not what an organization should be doing. Further, ** blocked my account on their website as well.

Sincerely,

*****************************
Initial Complaint
Date:02/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Never using Westernunion again. I transferred money that needed to be with my cousin by 10am EST so she can be admitted to the hospital for a foot surgery because of an infection. I transferred with westernuion and received a call to make sure its a legitimate transaction. After verifying with the ** security team, we cleared it and it was available for pickup. She went to a western union in ******* and they told her it's on hold. I called western union and they told me that they canceled the transaction for security reasons. I have screenshots and proof that the money has on hold, then ready for pickup , then on hold again and then canceled. I am going to write some reviews about the worst service I ever had, especially that it was an emergency to get the money to her on time. Such an unreliable service.
Business Response
Date: 02/17/2023
Hello ******,

We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.

We have reviewed your concerns and determined that Western Union has declined your money transfer to meet our regulatory and compliance obligations. Accordingly,we cannot complete any money transfers you may attempt to send to this receiver. Due to our internal policy and local regulations, we cannot disclose any specific details on why this transaction was cancelled. However, you can refer to the Terms and Conditions section at westernunion.com for more information.

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.

Please provide a picture of a government photo issued ID such as Driver License, Passport, National ID, and the below information needed.

Customer Questionnaire
Section 1: Personal information
Date:

Full name:
Email address:
Address:
Phone number(s):
Date of birth:
Country of birth:
Occupation:
A recent tracking number (MTCN) (if any)

Section 2: Relationship
Please provide additional information about anyone you have sent money to or received money from in the last 12 months.
Name How do you know this person?
(Relationship) What was the money used for?
(Purpose) Have you met this person face-to-face? Y/N If yes, how and where did you meet this person?
1
2
3
4
5
6
7
8
9

10

Section 3: What is your primary source of funds to support your use of Western Union services?
(Examples: job income, retirement or pension, family or friends, trust fund or inheritance, etc.).
Please provide documents to support this statement.

Section 4: Third party details
Are any of the money transfers being conducted on behalf of a business, non-profit organization, or an individual other than yourself? (Yes / No)
If acting on behalf of more than one, please provide details for each.

If yes, please provide the information below:
Describe your relationship with the third party
Explain why you are acting on behalf of a third party
Full name or business name

Address

Phone number

Date of birth

Occupation or business type

Non-profit or business website address

Section 5: Fraud claims
Have you reported any money transfers as related to fraud to Western Union? If yes, list the names of the individuals involved and provide a brief explanation.

Section 6: Documents
Please provide a list or comment on any documents that you will provide.

Section 7: Final
Please use this area to provide any additional background information you would like to share about your money transfer needs.

Below are some examples of the documents you may send to us for review. Please also consider sending any other relevant documentation to support the use of Western Union services.
COVID-19 assistance or financial support
Receipts for goods or services purchased
Medical bills or certificates
Birth or marriage certificate
Itinerary or flight tickets
Tuition assistance or education
Tuition receipts
Most recent year/term transcripts
Invoices or purchase receipts
Family support or to purchase large items
Birth or marriage certificate
Itinerary or flight tickets
Invoices
Property title or other property evidence
Loan or mortgage statement
Receipts for goods or services purchased
Medical bills or certificates
Purchase agreement
Business-related expenses or charity
Business license or other ****************************** documentation
Tax identification information
Business registration information, permits, or website address
Invoices
Not-for-profit documents (such as a 501C3 License, etc.)
Letter of explanation (for example, a letter on company letterhead explaining your position in the organization and why you are sending on their behalf)
Purchase agreement
Invoices or purchase receipts
Payroll receipts
Sellers permit
Loan repayment
Purchase agreement
Invoices or purchase receipts
Property title or other property evidence
Loan or mortgage statement

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 [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
Initial Complaint
Date:02/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/15/2022 I sent $400 through Western Union ($429.99 with charges) and the system glitched and charged the $429.99 twice. I contacted Western Union to try to get a refund several times but they keep giving me the runaround (e.g. did you call your bank?). I provided all of the documentation required through emails and phone calls to *** It has been 7 months and no luck getting my refund. Moreover, every time I call ** they seem to have no idea of the issue and continue to have me go through the same process over and over. I need support with getting my refund. Western Union continues to ignore my requests for a refund and I have worked tirelessly. It is obvious that they do not care about issuing a refund. The information is the following:Phone number ************ Date the transaction was made: 7/15/2022. MTCN: 147-932-2538 Amount: $429.99. Thank you. *****************************
Business Response
Date: 02/15/2023
Hello *******,
We are writing in response to the complaint received from you that was addressed to our corporate headquarters.
We have processed a full refund, including fees, to your bank account in the amount of ****** USD on Feb/14/2023. Please be advised that it may take up to 7 business days for the funds to show in your account, depending on your banks refund-processing practice. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.
Were sorry. We always aim to give you the best money transfer experience. This time we didnt. Heres how wed like to make it better:
As a token of our apology, we have added 500 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
Initial Complaint
Date:02/10/2023
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.
Last 02 Feb 2023, I sent CAD$ ****** to another country using Western Union with MTCN ********** via my ******* account. On 03 Feb 2023, my recipient informed me that the Western Union agent in that country was unable to release the money I sent. I checked my ******* account and it showed that the money transfer through Western Union is still in "pending" status.I called Western Union at **********************6 and ***********, got hold of the **************** and inquired about why they did not send my money. They all said that my name was used in a transaction that caused my name to be flagged as something that they did not specify. I told them that I have a very common name and that they should know or have other methods to verify transactions if good or not.Western Union's CSRs ***, ************************** and ********, all said that they "escalated the issue already to another department" and that they will refund the money to me as soon as possible. After another 3 calls on 9 Feb 2023, they just keep on repeating same answer/script of "escalated the issue already to another department". As of today, 10 Feb 2023, they still have not refunded the money they took from my ******* account. As per *******, they are now saying that I should only deal with Western Union and not to them.
Business Response
Date: 02/14/2023
Western Union reference number: 178710544

Dear ***********************,
We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you state that your Western Union money transfer has been declined, and you have not received a refund yet. You are asking Western Union to review this matter and provide a full refund of your money transfer.

Our records show that on Feb/02/2023, you sent a money transfer from ****** to a receiver located in ***************. The total amount sent is ****** CAD.
On Feb/09/2023, you contacted Western Union to request for refund for your money transfer.

Western Union placed your transaction on hold to verify some additional information to meet all the regulations.

We have processed a full refund, including fees, to your bank account in the amount of ****** CAD on Feb/10/2023. Please be advised that it may take up to 7 business days for the funds to show in your account, depending on your banks refund-processing practice. If you dont receive a refund within that time,please contact us directly at the number or email address referenced below so we can assist you further.
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 178710544.
Thanks for working with us on this.
Sincerely,
Western Union Executive Resolutions Team

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

Customer Answer
Date: 02/15/2023

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.