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

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  1033 Broadway St Fresno, CA 93721-2535

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  Western Union

  4351 University Ave San Diego, CA 92105

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:02/09/2023

  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.

  (See uploaded documentation)

  Business Response

  Date: 02/11/2023

  Reference number: ********* 
  
  
  Hello *****,
  
  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on FEB-10 via the Better Business Bureau (BBB) that was addressed to our corporate headquarters. In your complaint, you indicate that you received a refund check from Western Union for $1,608.00 USD, but original amount was $1,650.00 USD.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I handled your case. Thank you for your patience while we completed our investigation.
  
  Thank you for contacting us regarding your difficulty with our service. We sincerely apologize for any inconvenience we may have caused. Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customers every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
  
  Please note that transactions not picked up or canceled by you within one year of the send date will be assessed a non-refundable administration charge of up to fifty cents per month from the send date, not to exceed forty-two dollars, which will be deducted from the amount sent (or where such charge exceeds the maximum amount permitted by law, the maximum amount permitted by law).
  
  Nonetheless, as a good will gesture we are providing you with a refund of $42.00 USD issued on FEB-11. Please visit any Western Union agent location in *******, **** to pick up your funds with the tracking number (MTCN) 930-134-7592 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 regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  
  Sincerely,
  
  ****, OP ID LJV
  Executive Resolutions Team
  
  
  
  
  Please read our Privacy Statement to find out how we process your personal data. 

• Initial Complaint

  Date:02/09/2023

  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.

  On December 31, 2022 I visited the Waltmart located in the ********************.I traveled 2 hours to get there. Store ************************ E ************ station main.The reason of my visit was to withdrawn money sent to me by a family member via western Union. Upon my request to withdraw money I was told that mY ******** ID ( citizenship Card ) was not Valid and the implication was made that it was fake due to the card not having an expiration date. ******** citizenship cards do not have an expiration date. as a result my money was not given to me. I paid a taxi $600 dollars to take me there and back. I am not a a loss of $600 dollars and I have yet to recover the money sent to me.

  Business Response

  Date: 01/17/2023

  customer was instructed to contact ***************************************** as this is not ********

  Business Response

  Date: 02/12/2023

  Reference number: *********
   
  Hello *******,
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
  
  Please provide the transaction number you are referring to in your complaint.
  
  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:02/07/2023

  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.

  I sent $1,000 dollars to my aunt's name back in *****, but the agent sent my money to a totally different name. The agent denied her mistake and refused to offer help. The manager claimed that she would call and find out what's going on, but she was not doing anything and held me for four hours. The agent and the manager kept insisting the wrong person is my relative, however, I do not know this person. I asked them to look at the camera to check if I gave them the right name, they refused and claimed the video was only valid for three days. I lost $1,000 dollars, but they refused to compensate for the loss. The tracking number is 168 943 ****.

  Business Response

  Date: 02/09/2023

  Reference number: 178303402
  
  Hello ********************,
  We are writing in response to the complaint received from you in February 2023 through the Better Business Bureau (BBB). In your complaint, you indicate that you had initiated a transfer to your aunts name in ***** but the send agent sent the funds to a person you do not know on MTCN 168-943-9385. You are requesting a refund of $ ******* USD.
  Please find your money transfer details below:
  
  
  TRACKING NUMBER (MTCN) 168-943-9385
  DATE SENT (MM/DD/YYYY) February 2, 2023
  AMOUNT SENT $ ******* USD
  RECEIVER'S NAME *****************
  DATE PAID (MM/DD/YYYY) February 2, 2023
  PAYOUT *************
  
  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 confirmed that your Direct to Bank money transfer was sent to the receivers bank account on February 2, 2023. The amount deposited is ******** CNY. No refund is available as the funds were successfully deposited to the account number provided at the time of send and there is no rejection or return of funds to Western Union.

  
  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 178303402.

  
  Sincerely,

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

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19363473
  
  I am rejecting this response because:the agent did not verify the name and phone number of the person I was sending my money to. I was sending my money to *********************, but she entered *****************. I dont know this person at all. I wrote the receivers name, *********************, on the Paper but she massed it up.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/16/2023

  Reference number: *********
  
  
  Hello *******************,
  
  We are writing in response to the complaint received from you on FEB-15 through the Better Business Bureau (BBB). In your complaint, you indicate that the sending agent did not verify the name and phone number of the receiver; therefore, the money transfer was sent to a person you dont know.
  
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I handled your case. Thank you for your patience while we completed our investigation.
  
  Our records show that in FEB-2023, you sent one (1) money transfer(s) from ***************** to a receiver located in *****. The total amount sent is $1,000.00 USD.
  
  On FEB-02 at 14:22:30 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 168-943-9385 was initiated to ***************** in ***** in the amount of 6,661.70 CNY.
  
  As a result, on FEB-02 at 14:22:52 Eastern Standard Time, the funds were deposited to a bank account under the name of ***************** in ********, *****.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Kindly note that 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.
  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern. We are truly sorry for the inconvenience you experienced while using our services.
  
  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 ********* 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:02/03/2023

  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 June 25, 2022 I had to spend more than three hours making eleven separate attempts to send money.** s website kept telling me transaction did not go through because my credit card was a debit card, when in fact it is a credit card.** customer service finally told me it could not be done online and I would have to go to a ** location. They also told me they would credit me the service charge in consideration of all my time that was wasted with the hassle and aggravation of dealing with *** failed service.I was at home, one day out from major surgery, and confined to bed rest, but nonetheless drove to ** location where the ** terminal reduced the service charge to $8.00, but then would not take my credit card, saying it could only take a debit card.This was the exact opposite of what the website originally repeatedly told me.During the this three hours plus of having my time wasted plus incurring considerable aggravation, I interacted with four separate ** customer service representatives in ********, to each one of whom I patiently explained what had occurred from the beginning of the situation arising.Each ** representative advised and confirmed any service charge would be waived. Finally, a fifth ** representative who identified herself as ******, said she could not waive service charge, but would instead now cancel the entire transaction, which by then had finally posted. I instructed ****** that it made no sense to now cancel the transaction, as after some three hours of delays, it had finally posted and the money had finally been received albeit three hours after I first transacted sending it.I also requested to speak with a supervisor who had authority to confirm waiver of the fee as had been previously promised by the aforementioned four ** representatives. After holding on the telephone for more than a half hour, ****** returned to the line and said her supervisor would have to call me back. Subsequently I never received any callback from ****** or her supervisor. Subsequently I received a transaction statement (statement enclosed to BBB via separate document) showing a fee of twenty six dollars ($26), but my credit card issuer (Discover Card) is showing a twenty eight dollars and ninety nine cents fee ($28.99).** advertises and holds out their service as being easy, quick and convenient. What I experienced from ** was neither easy, quick, or convenient, but was in fact exactly the opposite.Considering how much of my time ** wasted, plus how much aggravation their defective service caused me, the bare minimum right thing for ** to do is to keep their word and issue a full refund of the transaction fee, which they previously agreed to do, as detailed herein.

  Business Response

  Date: 02/07/2023

  Reference number: *********
  
  ********************,
  
  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 February 6, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that in June 2022, you spent more than 3 hours attempting to complete your attempts to send money online which failed since our system kept indicating that your card was identified as a debit card when in fact, is was a credit card. You added that upon speaking with our **************** team, you were told that, the transaction could not be completed online at the time and asked you to visit a Western Union location. Our team also advised to you that the service charge would be credited back to you in consideration for the time wasted and, the hassle and the aggravation you experimented while dealing with our service. You mentioned that at the time, even though you were at home recovering from a surgery, you still took time to visit a location where the fee was reduced to $8.00 USD, but again, your card was not accepted claiming that they could only accept debit cards. You continued by advising that after this, you spent more time with our representatives over the phone who assured to you that the fee would be waived, until you spoke with a representative by the name of ****** who not only refused the waiver, but cancelled the **** ************ and when you asked to speak with a supervisor; Our representative placed you on hold for more than 30 minutes, just to return advising that the supervisor would need to contact you back, which did not happen. You added that you received the attached statement in your BBB claim showing that the fee charged was $26.00 USD, when you could see that the charge was for $28.99 USD in your card statement. In your BBB claim you request for the refund of the fee to honor Western Unions word as this is the minimum Western Union could do for the issues caused to you.
  

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

  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.
  

  According to our records, the **** ************,was issued and cancelled by our Telephone Money Transfer team on the same interaction back on June 25, 2023. As indicated on the attachment you provided,the charge for that transaction was $26.00 USD. In my investigation I also noticed that on the same day you sent a transaction from a retail location under **** 579-115-9483, this transaction shows the charge for $28.99, matching the amount you mentioned was debited from your Discover Card.
  

  We have issued a service concession to you on February 7, 2023, in the amount of $28.99 USD. Please visit any Western Union agent location in **/** to pick up your funds with the tracking number (****) ************ 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 ****.
  

  Sender: Western Union ****************
  Receiver: *****************************
  

  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 promotional codes to send a zero-fee money transfer.
  
  Promo Code: Q6301-108001942          Expire 12/31/2023
  Promo Code: Q6301-108001959          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.

  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19327681
  
  I am rejecting this response because: I do not accept Western Unions **** settlement proposal. I again call on ** to at minimum, abide by what multiple ** representatives promised to do on June 25, 2022, and directly refund to me **s $28.99 service charge. Please keep my BBB complaint open and unresolved until ** does so.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/21/2023

  Hello Camas/BBB, 
  
  Pursuant to todays message from BBB stating that Western Union **** agreed to refund the $28.99 service charge, my understanding is that ** only agreed to a credit of $28.99 that can only be used when using WU. 
  
  Please see correspondence enclosed below, and please clarify.
  
  To be clear, I will only accept a direct cash or credit card refund to me of my $28.99. Am not interested in any type of service credit.
  
  Thank you for your ongoing assistance to resolve this matter.
  
  Sincerely,
  
  ***************************;
  

  Business Response

  Date: 02/28/2023

  Dear *************************** *******
  
  This is with regards to non-delivery complaint pertaining to three (3) outbound transactions initiated by you on September 20 & 26 and November 02, 202,2 on WU.com/***** for an amount of CAD ******, CAD ****** and CAD **** respectively under the purpose code of ****************** (Purpose). As per the beneficiary country requirements applicable for ******, senders are also required to mandatorily provide the correct Transit number along with other information basis which outbound transaction is further processed by Western Union. During our investigation, we found that Transit numbers provided by you for all three (3) outbound transactions were incorrect and as a result all three (3) outbound transactions got misdirected and failed to reach the beneficiary (***********************). We would like to inform that Western Union processed all three (3) outbound transactions as per instructions provided.
  
  As a customer service gesture, we are offering the full refund of three (3) transactions as an exception. Details of which is provided below.
  
  MTCN: ************
  Sender: *************************** *******
  Payee: *************************** *******
  Origination City: ******, **.
  Expected Payout location: *****
  Total amount: 54,177.77 ****** RUPEE
  
  Above transaction can be collected as cheque payment from Western Union retail locations as per your convenience.  Please let us know in case of any query regarding the payment so that we can arrange for call back to provide guidance on the same.
  
  Please excuse me since due to time zone differences, I was unable to contact you to avoid any disturbance during none working hours in *****.
  
  I wanted you to take into consideration the following details regarding this refund:
  
  1) Funds are to be collected from retail location as this was approved as a customer service gesture.
  2) If the amount is above 50k it will be paid by cheque
  3) If you need any help in finding a location, we can get somebody to call you and help. 
  4) If you are not comfortable in visiting a location, we might have to switch this MTCN as Direct to Bank transaction; please let us know if you prefer this option and we will assist in coordinating with you de transfer of the funds.
  
  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 923
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.
  

  Customer Answer

  Date: 03/03/2023

  Hello ******,
  
  Pursuant to your correspondence dated 2/28/23, the $28.99 refund needs to be available for me to pick it up any Western Union location in **********, ********, not in ********.
  
  Please accordingly correct this and email me the corrected information.
  
  Thank you.
  
  ************;
  

  
  

  Business Response

  Date: 03/09/2023

  Reference number: *********
   
  ********************,
  
  Thank you for your email. 
  
  Please accept my apologies for the mistake. We have corrected the location to ********, please visit any agent location within this state to collect your funds with the below mentioned details:

  
  * Sender: Western Union Customer Service
  * Receiver: *****************************
  * MTCN: ************
  *Amount: $28.99 USD
  
  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.
  
  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: 04/06/2023

  Dear BBB,
  Apologies for my delay in responding.
  We have been and are still in the midst of dealing with the fallout from major storm caused damage. 
  Thank you very much for your assistance in having gotten this matter resolved.
  Kind Regards to you all.
  ************;

• Initial Complaint

  Date:02/02/2023

  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 purchased a money order for ****** on 11-14-2022 at 11:08 a.m. at a Kroger #7 located at ***** ********************************************************************. The money order was lost and has not been cashed. I have requested a refund and have not gotten my money. I completed the request form, sent the transaction, a copy of my bank statement , a ***** payment to process the transaction which was cashed by Western Union and still no resolution.

  Business Response

  Date: 02/05/2023

  Reference number: 177864538
   
  Hello Early *****,
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
  
  Western Union has investigated this matter.  Please be advised that we received your Money Order refund request; however, we require additional information to assist you further.Please reply to this email within 48 hours and provide the following details:
  
  - Please provide any part of the Money Order as it is needed to process this request. If you do not have any part of the Money Order, please provide proof of purchase. Please find possible POP below:
  
  -The original item (ideal)
  -The original cash register receipt
  -Other Money Orders purchased at the same location for the same amount
  -A bank statement or a prepaid card statement
  -A residents ledger
  -A police report
  -A lease agreement
  -Any sort of contract or agreement verifying the intended purpose of the payment
  -An official letter from the store. The letter should contain the following details:
  -The customers full name
  -The full purchase details: amount, date, Money Order#
  -An official signature & stamp from the selling location.
  
  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 177864538 to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  ********, OP ID 914
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 02/06/2023

  I sent a copy of the receipt, a copy of my bank statement, the money order number, the amount of the money order. At this point, I believe that the only resolution is to go to small claims court for damages due to hiring an attorney, court costs, stress from continuing to deal with Western Union.

   

  Sincerely,

   

  Early *****

  Business Response

  Date: 02/16/2023

  Reference number: *********
  
  Hello Early *****,
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns. You have stated that you have provided the money order receipt and your bank statement;however, there is no record of these documents. We have received the completed Money Order Research Request form several times but no other documents.
  
  Western Union has investigated this matter. We have requested several times for the purchasers proof of purchase (POP) and have not received the requested documents to process your refund.
  
  Please provide any part of the Money Order as it is needed to process this request. If you do not have any part of the Money Order, please provide any of the below proof of purchase (POP).
  
  Please find possible POP below:
  
  The original item (ideal)
  The original cash register receipt
  Other Money Orders purchased at the same location for the same amount
  A bank statement or a prepaid card statement
  A residents ledger
  A police report
  A lease agreement
  Any sort of contract or agreement verifying the intended purpose of the payment
  An official letter from the store.
       The letter should contain the following details: -
              The customers full name
              The full purchase details: amount, date,Money Order# -
              An official signature & stamp from the selling location.
  
  We apologize for any inconvenience, however, once the proof of purchase is submitted; we would be glad to process your request.
  
  If you have any further questions or concerns, please email us at ************************************************************************************  Alternatively, you can contact our corporate headquarters at ****************** (international call charges may apply) and provide the reference number *********.
  
  Sincerely,
  
  Ako,OP ID 162
  Executive Resolutions Team
  Tell us why here...

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Western Union refuse to pay me for stolen checks because their bank won't pay them to pay me because they said I submitted the claim to late. Western Union told me 3 times that they were sending out the check but I never received it. Please help me, I am a senior citizens and need my money.

  Business Response

  Date: 02/07/2023

  Reference number: 177914936
  
  Hello *******************************,
  We are writing in response to the complaint received from you on February 3, 2023 through the Better Business Bureau (BBB).In your complaint, you indicate that Western Union refused to pay you for some stolen checks after telling you that we were sending you out checks. You are requesting your checks.
  Western Union has investigated your concerns and have found the following:
  Our records show that the following money order(s) were reported as forged: 
   Money Order Number Money order amount:
   ************  $ ****** USD
  ************ $ ****** USD
  ************ $ ****** USD
  ************ $500.00 USD
  
  
  Our records show that after you received copies of the cashed money orders, you indicated that the items were forged, and the intended payees did not receive the funds for them.
  Your case was eligible for a forgery investigation. A forgery claim could have been initiated by sending a completed,signed, and notarized forgery affidavit form and a signed forgery acceptance letter for each money order.
  At the time of presentment, the ************* Deposit (****) is obligated to warrant that the money order has not been tampered with or altered to change the obligation of the party that is being paid and that all signatures are authentic and original. Western Union does not guarantee that the payment will be recovered from the *****
  Western Union acts on your behalf to collect the funds from the ***** The **** will make the final determination after conducting their internal investigation.
  Please be advised that Western Union made multiple attempts to collect the required completed affidavits for each Money Order and did not receive the required documents to forward to the **** of ***** Deposit (****) on your behalf.As advised in our previous communication of December 22, 2022, ****ing regulations require that the forgery process be initiated within one (1) year from the paid date on the Money Order and the required documents were not submitted.

  
  ************ for $****** USD paid on October 6,2021 **** ***************** *****
  ************ for $****** USD paid on ******************************************* *****
  ************ for $****** USD paid on October 7,2021 **** Citi**** NA
  ************ for $500.00 USD paid on October 12, 2021 **** TD **** NA

  
  We sincerely apologize; however, Western Union can no longer assist you with the forgery claims as the time limit has expired. Please contact the **** for each money order for further assistance.

  
  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 177914936.
  

  Sincerely,

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

  
  

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was doing a transaction online with WesternUnion on January 28, 2023 at 3 pm. I had already checked the exchange rate. So $1100.00 usd (***) would be $165,037.95 jmd (*******). So WesternUnion was giving me on my $1100.00 transaction $148,921.52 which was a difference of $16116.43 (jmd) and $121.43 (***). I checked on WesternUnion exchange rate app and it gave me $165,037.95, the rate was $1.00 USD = ********. But WesternUnion was not giving that even though there own website and app stated it. So I called WesternUnion and spoke with a Rep, in fact the Rep told me that it would be $147,015.92 for the exchange rate, which was even lower, the Rep could not tell me where the additional money was going, so she transferred me to a Manager, who could not tell me where the additional money was going as well. So I canceled the transaction with WesternUnion and started a transaction with MoneyGram to see the exchange amount , it was **********. How can the exchange rate be different only with WesternUnion. How is this possible? It is ridiculous, as to how long they have been allowed to steal peoples hard earned money and nothing is done about it. UNFAIR EXCHANGE RATE AND CONVERSION THEFT. It is not right and extremely unfair to the consumers. I dont know what can be done, but I know what needs to be done. WesternUnion needs to be held accountable for all of theft from consumers and made to lawfully abide by the exchange rate. This is unimaginable theft. This practice needs to STOP. WESTERNUNION NEEDS TO BE HELD ACCOUNTABLE. All the years and the tens of thousands maybe even millions of people that this has been done to. Very sad and unethical.

  Business Response

  Date: 02/02/2023

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

  In order to properly investigate your concerns and assist you further, please reply to this email and provide the following details:
  

  MTCN Number of the cancelled Transaction.
  
  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.
  
  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

  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18952553
  
  I am rejecting this response because:When you cancel a transaction you do not get an MTCN number. So an MTCN number is the only way you say that you are able to help me. But you should already have this information. And should know that you only receive an MTCN number when the transaction is complete. As I have stated before I did not complete a transaction, I canceled it. So therefore it is no way for me to have an MTCN number. And you say that that is the only way that you can help me. So that tells me that you do not want to help me or investigate the situation at all. I am well aware that the exchange rate changes frequently so that is why I checked the exchange rate before I started the transaction, I checked the exchange rate while I was in the process of doing the transaction, and I checked the exchange rate after I canceled the transaction. And it was still the same in that 15 minute span. In fact it was still the same exchange rate when I did the transaction with MoneyGram and when I completed the transaction with MoneyGram. The only different exchange rate I found was with your company and it was a tremendously lower amount than what the exchange rate really was. So it is unfair exchange rate practices. Exchange rate differs from other companies and from the going exchange rate and exchange rate is significantly lower than the actual exchange rate. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

  Hello *******,
  
  Thank you for your recent email, please accept our sincere apologies for the inconvenience, and struggles you may have experienced with our service. 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.
  
  Please refer to the Terms and Conditions section at www.westernunion.com for more information. The exchange rate is set by Western Union unless the laws in the destination country prohibit Western Union from setting the rate, in which case an estimated rate is provided.  Additionally, please also note that exchange rates may change frequently, 3-4 times a day in most corridors but may change more or less frequently depending on the market. Following a review of the disclosure statement, or before the money transfer has been paid to the receiver, the customer may request a refund. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.
  
  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 ************************************************************************ log into your Western Union profile and select My ** rewards. 
  
  As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer.
   
  Promo code: Q6301-106000292  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.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  

• Initial Complaint

  Date:01/28/2023

  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.

  Western Union in a 12/29/22 said I was due a money transfer in the amount of $1650. They asked that I supply certain personal information which I did on Jan 25th. (see uploads). W-U said they'd respond in 24hrs. To date, I have received no response. W-U's assigned case number is: *********.

  Business Response

  Date: 01/31/2023

  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 Jan/30/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you received a message from Western Union about a transaction you sent and you provided additional information to collect the funds back.
  

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

  
  Please note that after completing the investigation, we can confirm that your refund check has been processed, it was completed on Jan/27/2023 and was sent to your new mailing address: ************************************************************** 33907.
  

  Kindly note that delivery of your refund check will take between **** days from date of creation.
  

  Please allow approximately 10 days for this refund check to be arrived, if after this timeframe no refund check has been received, please contact us back to check further.

  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern. We sincerely regret the inconvenience you experienced with the initial handling of your issues.
  
  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: 01/31/2023

   
  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:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from *************** State Control **************************** that Western Union was withholding,I reach out to them I email my documents along with my D.L. Upon there request to obtain the funds they are withholding, I was issued a (Case # *********) I also sent them the original document from the ******************** that mention the refund there reply they never received it this transaction happen 05/27/2019 they keeping asking how did make the transaction I couldnt remember but I have walked in there done inside there business and made transactions online and over the phone.they making excuses about resolving this issue,nothing has been resolved.just excuses after excuses there emails escheatment@ western Union.com and correspondence.desk@ western Union.com.

  Business Response

  Date: 01/13/2023

  attached response.

  Business Response

  Date: 01/27/2023

  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 January 24, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that you received a letter from the *********** State Controller instructing you to contact Western Union before May 31, 2023, to request for a refund of the unclaimed property, before the funds are sent to them as required by law. You mentioned that you already reached ur to Western Union before providing additional documentation, however, no resolution has been provided and even on your interactions via phone and e-mail you only received excuses.
  Western Union investigated this matter. According to our findings we located the referred transaction on a pending list of transaction to be submitted to the *********** State Controller by June 2023; Nonetheless,we also found that you already claimed for these funds earlier this month.
  

  According to our Settlement Accounting team a refund check was sent to be paid under your name on January 17, 2023, via **** to the address ******************************************************.
  

  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.
  

  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: Q6301-107000523            Expire 12/31/2023
  Promo Code: Q6301-107000531            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:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone hacked into my ** account and through that, had access to my payroll card. This person/persons also changed the email address on file, so I had no more access to my own account. My original email and user name was: **********************, this was changed to ************************. He/she initiated 5 transactions, total value of $1451.14. This happened on 01/16/2023 and 01/17/2023. I immediately contacted ** and this time, all the transactions were pending. I asked ** to stop/reverse the transactions and delete the fake account. The next day they confirmed that they deleted the account, ************************, but they also told me that the money was already collected and they cant do anything. ** advised me to file a fraud report with my bank, what I already did at this point. I also asked ** the following questions: 1, Do you offer any compensation? -2, Who collected the money? -3, Was this a cash pick up or a bank transfer? -4, If this was a cash transaction, what is the date, time and the location of the collection? -5, If this was a bank transfer, what are the details of the transfer such as account number, country, name of the person and bank -6, Do you have any other information regarding the theft?** refused to answer any of the questions and did not offer any compensation. They also told me to file a fraud report on ** site. This fraud report requires the transaction number. Since I had no access to my profile, I didn't have this information, so I asked ** to send me the transaction numbers. They refused and told me to check on my profile, transaction history. Again, I had no access to my profile since the hack and the profile in the meantime was deleted by **. They still not helping me with any resolution or compensation. Almost like they were involved. But this was a security breach on their site, so I believe they should be help accountable.

  Business Response

  Date: 01/26/2023

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

  We are writing in response to the complaint received from you on 01/24/2023 that was addressed to our corporate headquarters.
  

  Our records show that in Jan/2023 5 online money transfers were sent from ************* to a receiver located in *********. The total amount sent was ******** USD.
  

  On 16-JAN-2023 16:23:56 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:24:09 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:18:11 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 197-903-4796 was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:18:20 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:13:26 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:13:44 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:03:53 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 125-869-3722 was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:04:08 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:01:28 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ***** USD.
  

  As a result, on 16-JAN-2023 16:01:46 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

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

  Nonetheless,we are very sorry to hear that you have become a victim of fraud.
  

  Our records show that you have filed a fraud report with Western Union on 1/17/2023,fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  

  Due to consumer protection and privacy laws, we cannot disclose any additional details of the receiver or the paying agent without a validly issued and served subpoena.
  

  We advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  

  We also advise submitting your request to local law enforcement via the following channels:
  

  Western Union ********* Services, Inc. 
  Custodian of Records 
  Legal HQ 8 
  7001 **************** 
  Suite 680
  ******, ** 80237
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness.

  We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  

  We also encourage our customers to learn more about protecting themselves from fraud.To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awarenessor find more information on Western Unions feed on ******* and Facebook.
  

  If you have any 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
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18886871
  
  I am rejecting this response because: 

  I contacted Western Union as soon as I noticed the unlawful transactions. At that time, all transactions were still pending. Western Union had the chance to stop the transactions, but they didn't. Therefore, I believe they are also responsible for my loss. This also happened by someone hacking into my Western Union account, meaning there is a security issue on the company's site. 

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

  Business Response

  Date: 02/02/2023

  Reference number: *********
   
   
  Hello *****,
  
  We are writing in response to the complaint received from you on 01/24/2023 that was addressed to our corporate headquarters. Please be advised that we have re-investigated your concern, unfortunately,we stand our decision as stated below. Kindly note all the transactions mentioned below are either direct to bank or wallet and were paid instantly.
  
  Our records show that in Jan/2023 5 online money transfers were sent from ************* to a receiver located in *********. The total amount sent was ******** USD.
  
  On 16-JAN-2023 16:23:56 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:24:09 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:18:11 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 197-903-4796 was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:18:20 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:13:26 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:13:44 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:03:53 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 125-869-3722 was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:04:08 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:01:28 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ***** USD.
  
  As a result, on 16-JAN-2023 16:01:46 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Nonetheless,we are very sorry to hear that you have become a victim of fraud.
  
  Our records show that you have filed a fraud report with Western Union on 1/17/2023, fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  
  Due to consumer protection and privacy laws, we cannot disclose any additional details of the receiver or the paying agent without a validly issued and served subpoena.
  We advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awarenessor find more information on Western Unions feed on ******* and Facebook.
  
  If you have any 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.