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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

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    Customer Complaints Summary

    • 950 total complaints in the last 3 years.
    • 401 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2023

      Type:Order Issues
      Status:
      Answered
      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 has rejected my transaction multiple times without cause or explanation.Their is zero transparency regarding their practices The exchange rate has now changed drastically and I will now be spending more money to send the amount necessary.

      Business Response

      Date: 01/16/2023

      Reference number: 176232305

      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-12 that was addressed to our corporate headquarters through the Better Business Bureau (BBB). In your complaint, you indicate that Western Union has declined your transactions.

      Thank you for your patience while we investigated your concerns.

      Please review the outcome of our investigations on your previous rejected transactions:

      MTCN XXX-XXX-0934: this transaction was approved by Western Union and later was rejected by the bank, the reason of rejection is not shared with us so we recommend you contact your bank directly for more information.

      MTCN XXX-XXX- 1586:transaction was rejected by the beneficiary bank, reason is not shared with Western Union. Please contact the receiving bank directly for more details.
      MTCN XXX-XXX-4348: transaction was rejected by the beneficiary bank, reason is not shared with Western Union. Please contact the receiving bank directly for more details.
      MTCN XXX-XXX-5010: transaction was rejected by the beneficiary bank, reason is not shared with Western Union. Please contact the receiving bank directly for more details.


      MTCN XXX-XXX-1978: this transaction was rejected in error by Western Union.
      MTCN XXX-XXX-8151: this transaction was rejected in error by Western Union.

      We sincerely apologize for the inconvenience with the errors made by Western Union on the last 2 transactions. Please note that we have initiated the necessary actions to ensure mistakes like these do not happen in the future.We hope youll give us a second chance to win back your trust. As a token of our apology, we have added 400 points to your My **** account for immediate use.

      Please be reminded that the points must be used within one calendar year from the day they were issued. For assistance in redeeming your points,you can visit **************************************************************** or log into your Western Union profile and select My ** rewards. 

      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 176232305 to connect with me directly.

      Sincerely,

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

    • Initial Complaint

      Date:01/11/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Feb 2012 Purchase money for rent The money orders were never cashed I reported the issue to the company sent copies and all the required documents Followed up the report they never received it they don't have enough information etc

      Business Response

      Date: 01/18/2023

      Western Union reference number:  176231954
       
      Dear Joy,

      We are writing in response to the complaint received from you dated January 12, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that: you are experiencing difficulties obtaining a refund for multiple Money Orders.

      Western Union has investigated, and we previously requested additional proof of purchase information but to date, we have not received it.

      Western Union confirms that you submitted a tracer request through wu.com under several cases; however, these were declined by Western Union as we cannot process this refund request as the documents are insufficient. Please provide proof of purchase showing that you are the true owner of the funds.

       Please see a list of POP below.

      -The original cash register receipt
      -Other Money Orders purchased at the same location for the same amount
      -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

      You may submit the required POP directly to our Executive Resolutions Specialist at the email address provided below for immediate handling. Upon receipt of the required POP, we will reopen your case and proceed with our investigation.

      If you have any questions or concerns, please email us at ************************************************************************************. If not, you can contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 176231954 to connect with me directly.

      Thanks for working with us on this.

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

    • Initial Complaint

      Date:01/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Fri. Dec. 23 I sent $200.00 dollars to my son in ********, Tn. I was told exactly what he would need to pick up the money and he had all they had ask for but he was unable to obtain the money. They told me it would be much easier for my son to pick it up since my grandson was a minor. So I sent it over again and this time to my son. Once again they told me exactly what he would need to pick it up but he was denied even though he had exactly what they ask for. I even sent a picture of what he would need to pick it directly off the documents stating what he would need. Didn't matter he still was denied so I told them to just return the money to me. So they sent me documents telling me once again what I would need to pick up the money. Once again I took the paperwork along they sent me and even after I showed them directly off their own paperwork what they required and laid those very same things on the counter they still wouldn"t give me my money back. The clerk said it wouldn"t go through. After being denied 3 times even after showing what they ask for and presented it to them they still have my money. Also they added a $10. fee which after telling me each time I called to get me my money back they said there would be no fee.

      Business Response

      Date: 01/14/2023

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

      Thank you for your patience while we completed our investigation.

      Our records indicate that on DEC/22/2022 you initiated a transaction via our website for ****** USD with MTCN ************, to receiver ***** BROUGHT.The destination selected for this transaction was **/PA. Kindly note that per country restrictions, receivers may only collect transactions if they are in the destination state selected by the sender. For this reason, your transaction could not be paid out to the receiver despite being available.

      We would like to apologize to you, as the previously mentioned information should have been provided by our **************** representatives to you or by the agent to your receiver when declining to pay the funds. Please note that we have initiated necessary actions to ensure situations like this do not happen in the future and that accurate information is being provided to our customers.

      Per your request, have processed a full refund, in the amount of ****** USD on JAN/14/2023 to your card. Please be advised that it may take up to 7 business days for the funds to be available in your debit or credit card. 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.

      In your complaint you also mentioned being charged an additional ***** USD fee. Kindly note that we were unable to find any records of this additional charge from your card within our systems; however, due to the inconvenience experienced we have issued a service concession to you on JAN/24/2023 in the amount of ***** USD. Please visit any Western Union agent location in **/PA to pick up your funds with the tracking number (MTCN) ************ and a valid government-issued ID. If you cannot claim these funds within 30 days from the date this service concession was issued, you will need to contact us at the number referenced below, and well provide you with a new MTCN.

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

      Kindly note that per our Privacy Policy, our system does not save your card information, for that reason we were unable to issue the service concession to your card and had to be issued for retail payout instead. If you would still like to receive the funds to your card, please provide us with your account information to proceed with the deposit. These deposits can take up to 7 business days to be completed per banking restrictions.

      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

    • Initial Complaint

      Date:01/09/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to send money by western union for the last week and I am unable to, I have called several times and finally they have finally they have open a ticket to see what is going on. never heard back from them so i called back on 01.09.2023 at ****pm and spoke to a **************************** 170 and was advise that i was no longer able to use the online services and if i want to use their services I will have to go to one of there offices when I dont have the time to go run around wasting my gas looking for a place to send money to my wife. she said i can no longer use online services and she will not tell me why she said it is private information and could not tell me. I am traveling at this time and had to use my mothers laptop and since i did not have my password I had to reset my password and after that i was not able to send money.

      Business Response

      Date: 01/12/2023

      Reference number: 176044315


      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-10 through the Better Business Bureau (BBB). In your complaint, you indicate that you are not able to send money using Western Unions online service and you would like to know why.

      Thank you for your patience while we completed our investigation.

      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.

      Western Union must comply with legal, regulatory, and industry standards that require us to ask for a few additional information to protect the security of our consumers. For this reason, your ************** with MTCN ************ was selected for further review with mandatory online review.

      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. Your My ****  profile has been re-activated. You may try to resend the funds online at any time, in which case we will contact you if additional information is needed from you to proceed with your money transfer.

      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.

      As a token of our apology, 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.

      Additionally, Western Union would like to provide you two (2) promotional codes for a future zero-fee money transfer:

      Promo code: Q6301-104001722          Expiration date: 1/1/2024
      Promo code: Q6301-104001730          Expiration date: 1/1/2024

      The code must be entered exactly as displayed; dash included. The promotional code is applicable for our retail locations as well as our ************ and Telephone ************** services, as long as the services are enabled in the sending country. If you want to use our retail services, please be aware you will need to 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.

      Once again, we truly apologize for any inconvenience caused.

      If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 176044315 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:01/08/2023

      Type:Product Issues
      Status:
      Answered
      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.
      In late July 2022, I purchased two Western Union money orders from ******* at *******************************************************************. After waiting 2 months, both recipients did not receive/cash them. I went back to ******* to inquire about a refund and they said to go to **** site and fill out the online form. However, after literally hundreds of attempts at various times of the day and night since September 2022, the site keeps saying temporarily unavailable and clears out the form.At this point, I want Western Union to refund me $150 in a check sent expedited ($90+$60 for my time). I spent way too much time and effort on their broken site and have no means to print or travel to print and mail this.

      Business Response

      Date: 01/11/2023

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

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

      Please note that, the website issues are being addressed by our technology team to ensure it works correctly for all customers wanting to request a refund of their Money Orders.

      Please reply to this email and provide the following details:

      Upon review, I was not able to find the Money Order numbers associated with your claim; the Better Business Bureau claim filled, does not contain these numbers either.

      In order to further assist you, please fill out the attached documentation, one per Money Order, and send it to the email address referenced below if you still require our assistance. Alternatively, you can also fill out the forms included in the Money Order receipt, corresponding to the bottom part of both money orders. Once these forms are filled, please take clear pictures of the front and back of the forms and reply to this e-mail including these documents. Kindly include copies of the front and back of the original Money Orders if available.

      While the refund process, also known as Tracer Request, requires a processing fee of $15.00 USD to be completed, as a courtesy to you I will request for the waiver of the fee so that you do not have to cover this amount.

      As soon as a response is received and the refund addressed, I will continue working closely with our Executive team to push for further compensation based on the issues described.

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

      Sincerely,


      ******, OP ID 923
      Executive Resolutions Team



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


    • Initial Complaint

      Date:12/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 $105 via Western Union on 10/4/22 tracking number (MTCN) is: ********** I cancelled the transfer because it was a duplicate by accident and it says it will refund me in **** business days. Since October I have called them many times, last time I called was in December before Christmas they said I would receive a call and email the next day, I have not. They transfered me 4 times during the call, I always get different answers about why my refund is not going through. One gal said it will be there tomorrow. It wasnt there so I called back after a couple days. The next guy said there is an issue with their system and he resent it so I should see it within 7 days now. Still nothing. Every single person I talk to gives a different story. It has now been escalated twice. Still nothing.

      Business Response

      Date: 01/05/2023

      Reference number: 175235337
       
      Hello *********************************, 

      We are writing in response to the complaint received from you through the Better Business Bureau (BBB).

      Our records indicate that this money transfer was canceled and you were advised that a refund would be issued into your bank account within 7 business days. 

      Unfortunately, your refund was delayed due to a technical error that occurred with Western Union systems. We have fixed this issue and processed a full refund, including fees, in the amount of $105.00 on 10/05/2023 and the tracking number (MTCN) details have been sent to you via separate email. Your refund is available for pickup at any Western Union agent location in NE, ***. 

      When collecting your refund, please complete the To Receive Money Form with the following details:

      * Sender: Western Union Customer Care
      * Receiver: ***********************************
      *Amount: $105.00
       
      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 175235337 to connect with me directly.

      Sincerely,

      Executive Resolutions Team
       

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

    • Initial Complaint

      Date:12/29/2022

      Type:Product Issues
      Status:
      Answered
      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.
      10/27/22 Given to me by Local 130 ****************** Amount $500.00 Have submitted what I have to Western Union over a month ago. Item was lost. Refund sought

      Business Response

      Date: 01/03/2023

      Dear *******************************
      Western Union is writing in response to the complaint received from you through the Better Business Bureau,regarding a lost Money Order. You are requesting assistance with completing your research request as you have not yet received a response.
      Our records reflect that the money order was sold on 09/06/22 and it was paid without exceptions on 10/28/2022,therefore a refund is not available. Western Union processed your money order copy request and we have mailed a copy of the money order for your reference.
      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,
      ********************* 912
      Executive Resolutions Team



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

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sent money, through ** on Dec 20, 2022 from HI to ******* in 2 separate transactions. According to their app, I should have received the money in 0-4 business days. However, I then receive an email saying the $ would be available on Dec 27th. On Dec 22nd I called & the automated system said the $ would be available in 0-4 hrs. I waited & when I checked, the $ still wasn't available & this time the automated system said it was ready in 0-1 hr. The following day it still was not available, so I called to speak to an agent. They explained that the $ wouldn't be ready until the 27th. I don't understand how that would be "0-4 business days", but fine. I, again, called customer service on Dec 27th because my app was telling me the $ was still processing. They then told me the $ would not be available until the following day. I was very upset. That is false advertising when their app tells me it will be ready in "0-4 business days" and we went from the 20th to now the 28th. So on the 28th, I check the app and it says both of my transactions are available. When we go to pick the money up, there are problems. The agent says that I am missing a photo ID that I was supposed to file with ** (not the photo ID needed to pick the $ up), even though I have sent them a picture of my passport SEVERAL times previously. I then call customer service AGAIN, but now on my app it says one of my transactions was on hold, and the other was refunded?! The 1st lady I spoke to asked me to sent ANOTHER pic of my ******** would fix the transaction that was on hold but there was nothing she could do about the refunded transaction. I wind up speaking to a supervisor who then tells me that BOTH of my transactions were refunded on the 20th! She said they were refunded because the amount was too high, even though I have sent that same amount many times before. Also, I STILL don't have the $ back in my account, and how come only on the 28th are they telling me that my $ was refunded?! This is fraud!

      Business Response

      Date: 01/04/2023

      Reference number: 175128466

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


      We are writing in response to the complaint received from you on December 2022 that was addressed to our corporate headquarters via the Better Business Bureau (BBB). In your complaint, you indicate that you initiated two transfers on December 20, 2022 that were supposed to be available in 0-4 business days and you received an email with the availability date as December 27, 2022. Then you were told on December 28, 2022 that both of the transactions were refunded on the 20th.You are requesting Modification/discontinuance of an advertised claim.


      Western Union has investigated your concerns and have provided the timelines and details of your two (2) transfers initiated on December 20,2022 under a separate cover on January 4, 2023.


      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 175128466.


      Sincerely,

      Ako,OP ID # ***
      Executive Resolutions Team 


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

    • Initial Complaint

      Date:12/28/2022

      Type:Order Issues
      Status:
      Answered
      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 illegally ban from using Western Union to send money transfer to my friend and family for no reasons. I've been trying to communicate with Western Union since April 2020, but it seems like they won't lift up the ban. I sent all the documents that was requested from me by western union; although, they didn't remove the ban.

      Business Response

      Date: 12/30/2022

      Reference number: *********

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

      We are writing in response to the complaint received from you on December 29, 2022, that was addressed to our corporate headquarters through the Better Business Bureau. In your complaint, you indicate that you were banned from using the Western Union services to send funds to your friends and family for no reason. You added that you have been communicating with Western Union since April 2020, provided all documentation requested but still, your account remained blocked.

      We have reviewed your concerns and determined that Western Union has declined your money transfer(s) to meet our regulatory and compliance obligations.

      Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued at the time. However, you can refer to the Terms and Conditions section at westernunion.com for more information.

      Our records also show that you have applied for reinstatement by completing the Customer Questionnaire and providing the information required to support your use of Western Union services.

      Thank you for working with us on this.

      Weve finished reviewing your reinstatement request, and I am glad to inform you that in 72 hours, you will be able to use Western Union services. 

      Please be advised that should the circumstances change, as a money transfer service provider, we reserve the right to change services without notice.

      Additionally, Western Union and its agents may refuse to provide services to any person. Please refer to the Terms and Conditions section at westernunion.com for more information.

      Thank you for your patience and for choosing Western Union.

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

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

      Promo Code: Q6301-107000200          Expire 12/31/2023
      Promo Code: Q6301-107000218          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.

      As a courtesy to you, 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. 

      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


    • Initial Complaint

      Date:12/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 12/3`1/21 I purchased two Western Union money orders, one for $500 and one for $341, from The Shop Rite on ********************* in ************. I lost the money orders that same day. I searched for how to apply for a refund on the Western Union site. I was directed to first check to see if the money orders had been cashed and neither was. Next, I followed the refund process, which included completing the refund form. I didn't have the original receipt but I did have the money order numbers and the receipt from Shop Rite, who sold me the money order. I sent a certified letter with all the other information they asked for. I've been trying to get a refund since this happened and I get absolutely no response from Western Union.

      Business Response

      Date: 12/31/2022

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

      We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
       
      Please reply to this email and provide the following details:
       
      Western Union has investigated this matter. Our records indicate that your Research requests under the Money Order #*********** -*********** was received on 03/29/22 and it was processed on 05/11/22.

      Please be advised that we sent refund checks #***********- *********** to your mailing address and they are still outstanding as of now.

      Please provide alternative address so we can reissue new refund checks.

      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 175023010 to connect with me directly.

      Sincerely,

      Executive Resolutions Team
       

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

      Customer Answer

      Date: 01/04/2023

       
      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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