Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:12/25/2022
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.
In April 2022 I purchased 2 money orders for a total of$245.00. These were mailed to pay 2 bills. In May both money orders were alter to show a individual named *****************?. After filing a complaint to ** and paying the $15.00 per M/O and having the fraud paperwork notarized and filing it in July I can not get a resolution to my complaint. Ive received 2 response due to COVID we need time to process your complaint . How long must I wait. This money had to paid again to my creditors along with the expense of the fees to **. Please help me get my refund for what is clearly a case of fraud. This is my second complaint to you and thought by now ** would honor theyre word. Thank you for your time and effort.
Business Response
Date: 12/30/2022
Western Union reference number: *********

Dear ***************************,

We are writing in response to the complaint received from you in December 2022 that was addressed to our corporate headquarters via the Better Business Bureau (BBB). In your complaint, you indicate that you submitted affidavits to initiate a forgery claim process for two (2) money orders and have not received a refund of the money orders. You are requesting that Western Union refund the money orders.
Our records show that after you received a copy of the two (2) cashed money orders,you indicated that the items were forged, and the intended payees did not receive the funds for them.
We apologize for your frustration; however as stated on the acceptance letter that you signed with the Affidavit, the investigation is done by the bank of first deposit (****), **** of America, and not Western Union.
At the time of presentment, the **** 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 ****.

As a courtesy, Western Union is acting on your behalf to collect the funds from the ****. The **** will make the final determination after conducting their internal investigation. Western Union cannot expedite this process since it is fully conducted by the ****.

Western Union has not received the conclusion to the ****s investigation at this time.

Sincerely,

Ako,OP ID # ***
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/30/2022

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:12/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used western Union on numerous occasions to send money to people that I know, I have over the last several months been denied use of their service. They requested documentation from me which I provided on 3 separate occasions before I obtained a answer. The answer was that i am not permitted to use their services because they feel I am the victim of fraud or a scam. This is after I provided documentation, and told them that I know the people that I sent money to and have known them for years. They made decision and provide med with no reason or justification as to why this decision was made. I sent copies of a check stub, Copies of my drivers license that clearly indicates a picture and my race, as well as an itemized list of the people that I sent money to. This is completely unfair and could have a much different component to it. I would like my ability to send money re-instated immediately. I have an apartment in a foreign country as well as the care of my child there that i am responsible for.
Business Response
Date: 12/29/2022
Reference number: 174569025
Hello *******************************,
This is in response to the complaint you filed with the Better Business Bureau (BBB) on December 23, ********************************************************* your complaint,you indicate that you have used Western Union on numerous occasions to send funds to people you know, and you have recently been denied despite providing proof of income and validating your identity.
Thank you for providing the additional information requested. Please note that all the information has been forwarded to our specialized team for further expediated review.
Western Union takes the issue of consumer protection very seriously. Western Union is concerned about consumer fraud and about its customers and has many procedures in place to help combat consumer fraud and increase consumer awareness of scams.

In addition, Western Union closely monitors its systems and transactions and works hard to provide money transfer services that meet the needs of the public while complying with certain regulations that could be internal and/or external. In order to comply with those regulations, transfers may be placed on hold as mentioned above, returned back or limited to the customer and as a financial institution, we have the responsibility to preserve a safe and secure money transfer service.

The results of the review will be provided to you under a separate cover. We greatly appreciate your patience and understanding.
If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 174569025.

Sincerely,

Ako,OP ID # ***
Executive Resolutions Team

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

Customer Answer
Date: 12/29/2022

Complaint: 18624075

I am rejecting this response because: This is something that never should have been an issue. First off I have never filed a fraud complaint. Second it is my money and as stated I sent you proof of knowing the people as well as passport stamps. Third we are not talking about an enormous amount of money that has been sent. Fourth since I have not complained of fraud it should not be a concern to you. Fifth you all act as though a person of color should not have that many friends and you dictate who and where the money can be sent. Sixth this should have been resolved long before now. This is far from finished..

Sincerely,

*******************************
Customer Answer
Date: 01/11/2023
We reached a resolution
Initial Complaint
Date:12/19/2022
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.
This business responded to my earlier complaint ******** by sending a bad check that was not honored by my bank.
Business Response
Date: 12/22/2022
Western Union reference number: *********

Dear *************************,

Please be advised that an email was sent to you on 11/03/2022 after you indicate a check had not yet been received. In the email, we informed you that to avoid any further delay, a refund would be instead issued under a Money Transfer Control Number (MTCN) and provided instructions for you to collect at an agent location in Virginia. Consequently, the check which had been in transit was placed on stop payment.

To ensure you receive your funds, we have issued an MTCN for you to collect at an agent location in Virginia under Money Transfer Control Number (MTCN) XXX-XXX-**** (sent under seprate cover). Your refund is available for pickup at any Western Union agent in Virginia. Please visit our website ************************************************************************************ to find your nearest agent.

When visiting the Western Union agent, please complete a To Receive Money Form with the following details:

* Sender: Western Union Customer Care
* Receiver: *************************
* MTCN: XXX-XXX-****
* Amount: $344.00
Please ensure 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, please contact us at the number referenced below to get a new MTCN.

If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: ********* to be connected to me directly. You may also email us at ************************************************************************************.

Sincerely,

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

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/28/2022

Complaint: 18613707

I am rejecting this response because:

Need more time to resolve. Please give 30 days. Just like you give businesses.

Sincerely,

*************************
Initial Complaint
Date:12/19/2022
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 bought 2 money orders worth $300 each that were stolen. I contacted Western Union to put a stop payment on them. was told one had been cashed and the other would be refunded to me. I was also told that the one that was cashed they would send me the paperwork so I could get those funds back as well. Western Union send the refund check to someone in ********. Where that person was able to cash it. I have been trying to settle this with Western Union since August 2022. I haven't gotten anywhere. Western Union keeps giving me the runaround. Each time I call they tell me something different, such as, I have to wait another 10 days, or I have to go after this person myself (but refuse to give me the information about the institution that cashed them or the person).
Business Response
Date: 12/22/2022
Reference number: 174360527

Hello ********,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you are experiencing difficulties with your Money Orders (MO).You are asking for a refund of your funds.
Our records show that the following money order(s) were reported as lost: XXX-XXXX- **** and XXX-XXXX- ****.
We received your original money order refund request for MO: XXX-XXXX- **** on 09/08/2022 and the appropriate business unit processed your request on 09/09/2022 informing you that mentioned item was cashed on 8/30/2022 and in order to receive a photocopy of cashed MO processing fee is needed. On next business day Western Union received processing fee.Accordingly, photocopy was sent to the mailing address provided in your request.
We received your money order refund request for MO: XXX-XXXX- **** on 09/08/2022 and the appropriate business unit processed your request on 09/09/2022 and refund check number: XXX-XXXX-**** was sent to the address provided on your request.
On 10/25/2022 you informed us that refund check not received,and a new refund check was reissued to you on 10/26/2022 to the address verified by you. Refund check #XXX-XXXX- **** was paid on 11/08/2022.
Please be advised that photocopies of paid Money Order: XXX-XXXX-**** and Refund check: XXX-XXXX-**** were sent to you in a separate cover.
If after receiving a copy of the cashed money order, you will indicate that the item was changed from its original condition and cashed by someone else, your case will be eligible for a forgery investigation. In this case Western Union will be acting on purchasers behalf to collect the funds from the bank of first deposit, and they make the final decision to pay or deny the forgery claim. If item was not changed from its original condition forgery process is unavailable and we would advise you to bring this matter to the attention of local law enforcement.
If you have any questions or concerns, please email us at ************************************************************************************ and provide the reference number 174360527.

Sincerely,
Inesa, OP ID # IJU
Executive Resolutions Team
Initial Complaint
Date:12/19/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dec 6, 2022 I transferred money $9000 USD to USD from my bank in the ** to me via Western Union to be pickup by me in ***************. The Western union in *************** said they can only payout $2000 per transaction and advised me to go to a BDO Bank if I want the full amount. Im seriously dumbfounded. When I went the next day, they told me I need two ID. I need to go back the next day again. Then another issue, they need to order the amount because its too big. So I had to go back again the next day, Another issue the next day was they will pay me in pesos. I said that I specifically asked for USD to USD. Theres issue after issue I was almost agreeing to anything so they can release the money but still no luck. All this time I had to go to the bank everyday and waste at least 3 hours to deal with them. Luckily the money is mine for vacation and not for emergency. But I spend my time here with my money tied in with you. Lousy service, your customer service got no help. If I can strike you guys with a lightning bolt for wasting my time I would. Time that I can not get it back. You guys are only good for $100, even that I wont be surprise if your people will have a hard time dealing with it.
Business Response
Date: 12/23/2022
Reference number: 174293158

Hello ***********************,
We are writing in response to the complaint received from you in December 2022 through the Better Business Bureau (BBB). In your complaint, you indicate that you had send funds from your bank account to yourself in the amount of ******* USD to *************** and were unable to collect it in USD and you do not want local currency. You are requesting a refund.

Please be aware that service and funds availability depends on certain factors, including the service selected, the selection of delayed delivery options, special terms applicable to each service, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location working hours, and differences in time zones (collectively known as, "restrictions").Additional restrictions may apply. Please refer to Western Unions Terms and Conditions at www.westernunion.com for more information. We apologize that we did not meet your expectations.

Western union has successfully processed a refund for the principal amount of $ ******* USD to Navy Federal Credit Union on December 22, 2022.

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 174293158.

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

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 01/05/2023
No refund yet. They still have my money.
Business Response
Date: 01/17/2023
Reference number: 175946240
Hello ***********************,
We are writing in response to the rebuttal received from you in January 2023 through the Better Business Bureau (BBB). In your complaint, you indicate that you had sent funds from your bank account to yourself in the amount of ******* USD to *************** and were unable to collect it in USD and you did not want local currency. You were requesting a refund.

We apologize for any inconvenience; however, the funds were refunded back to the sender, Navy Federal Credit Union on December 22, 2022 in the amount of $ ******* USD.

Please contact Navy Federal Credit Union for further assistance in crediting your account. Western Union does not have access to our subscribers clients accounts and cannot credit/debit your account with Navy Federal Credit Union.

Please advise Navy Federal Credit Union to contact Western Union if our assistance is needed.

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 174293158.

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

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

Customer Answer
Date: 01/19/2023

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. BBB thanks for the assistance in getting my money back from Western Union. ??

Sincerely,

***********************
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 9, 2022, I made two money transfers through Western Union to be deposited in a person's bank account in ********. First transaction with tracking number ************ for $138.00 CAD and the second with tracking number ***-134-9316 for $78.00 CAD. These were to be delivered within 0-3 business days. Although the status of both money transfers appears completed and the five times I have spoken with a support representative on the line, they've assured money from both transfers has been deposited to the receiver's bank account, the second transfer #***-134-9316 for $78.00 CAD has not been deposited yet (as of 12/13/22). I've reached Western Union for help. First, trying to get information and any supporting document to prove money was transferred to the receiver's bank. was told to assure receiver, money was deposited and she had to contact her bank. Secondly, I reached out to them when was told by receiver that the bank stated only one (first) money transfer was deposited and no information about a second money transfer appeared. I was told, I needed to provide a bank statement from receiver to send to an email which will be provided later. The third time and after this bank statement was sent to me, I called back but was told that I will need to provide transaction codes to the receiver and have them check with her bank first before they could provide the email. Fourth time, representative was dismissive and refuse to provide any help other than to repeat that money was deposited, then he ended the call. I called back and asked for a Supervisor. was told the case will be escalated and they will reach out within 3 days. Did not happen. I called today again, since has been more than a week and have not heard from them yet. Was told the same; money was deposited. Escalation had no outcome and seems purposeless. The email was finally provided. I've sent the email but want to submit a formal complaint.I want transfer to be completed or money refunded.
Business Response
Date: 12/17/2022
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 via the Better Business Bureau (BBB). In your complaint, you indicate that funds relating to MTCN xxx-xxx-**** which has not been delivered to the receivers bank. You further indicate that you have communicated with our customer service centers and received no assistance. You are requesting to have funds delivered to the intended receiver or refunded back to you.

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

Our records indicate that on November 9th, 2022, you initiated one transaction via our direct to bank services to Columbia via money transfer control number 191-134-****, and in the amount of ***** CAD, this transaction was initially recorded as paid on November 10th, 2022, to the bank account designated when initiating the transfer.

Western Union conducted an investigation to trace the location of the funds within the receiving bank in Columbia, we have now received notice letting us know that due to a technical issue on their end, funds could not be deposited to the beneficiary account. The receiving bank also informs that the following information is needed to proceed with the deposit of the funds.

Please reply to this email and provide the following details:

- Certificate issued by the beneficiarys bank confirming the account number and type of account they have.

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 173872032 to connect with me directly.

Thanks for working with us on this.

Sincerely,

Estefany, OP ID # ***
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data
Initial Complaint
Date:12/13/2022
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.
Dear Business ************* Officer,Good Day! I am ***************** from ************** Corp. with the address of ****************************************************. We are one of the Accredited Agent of Western Union/Vigo, money transfer. Our agent Number is ACN354218.In regards to this, I am writing this letter because I am complaining about the Unknown Transaction that the Western Union is trying to bill on my account. I didn't have any cash transaction last September 1st but however, they are sending me an invoice and a statement for September 1st 2022.First of all, I attached the Proof of Photos of my computer that I don't have any CASH TRANSACTION for September 1st for your reference.Secondly, I also attached the Two different figures or discrepancy of the amount of Reconciliation Statement that Western Union sent me. For September 1st the amount varies but the same Invoice Number. September 1st Invoice Number VGRC276848 amounting to $2,300.00 September 1st Invoice Number VGR276848 amounting to $1,176.35 How this happen? I don't have any cash transaction as per the Photo reference.In addition, As you can see in the attached statement , I deposited $3,047.70 last September 06, 2022 which is more than my balance. That is advance payment of $1,514.50 because I accidentally deposit that amount to Western Union which is supposed be to a different money transfer but I encourage the customer to send money to money ********************** since I have extra $1,514.50 there even though as per the customer they don't like the ******* of *********************************************** Moreover, I already called the customer ******* so many times and sent emails to the collection department about this matter but I haven't received any response from them since I contacted them in the 2nd week of September.I have been waiting for their response about the unknown transaction for about more than two months now but no response from Western Union. However, they continued sending the email for me to pay the amount. I attached proof for your reference.From September emailed. I got a response last week and take note, it's already month of December. There is a delaying tactics because my computer is down right now and you cannot view my statement if it's more than 90 days. They are insisting that I have a balance of $2,300 but no proof. Furthermore, I cannot take this anymore because they disturb my life. I am very upset and I've been thinking about it every day. It's already the month of December.I am very frustrated and hopeless. They wasted my time and I got hypertension already. I don't deserve this.I would like to request from your office, I am begging you to please help me to solve this problem. I don't owe them anything. Please, please help us.I don't know what to do and where to go at first but I found BBB now and I believe you will help me. We are only a small business and not earning much. Why are they doing this to us? If there is a penalty for this. Hope they get penalized because the burden that they brought on my family is not acceptable. Below are the names and email address of the persons concern:CR Collections <************************************************************ ( *************************)********************************** *************************: ************************ cc:********************************** ***********<**************************************************************************>,*********************** ****** <************************************************************************>Thank you very much in advance for your kind assistance on this matter. I believe and trust that you can help me. For more details, you can reach me at my email address ***************** or at my mobile number ************. May *** Bless us.Sincerely yours,168 Happy Mart *****************
Business Response
Date: 12/20/2022
Better Business Bureau Case No: 18558294

Dear *****************,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you are an agent needing assistance with your business account.

I regret to inform you that we were unable to investigate this matter.

Please be advised that the BBB portal is for consumer complaints or complaints related to consumers; however,we have forwarded your complaint to the appropriate department and they will be providing an outcome of their investigation once done.

Sincerely,
Western Union

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

Customer Answer
Date: 01/03/2023
Dear Better Business Bureau Officer,

Good Day! Thank you very much for your great help for my complaint. With your help, ********* from Western Union Resolution Team response to ** and she made a final investigation and found out that we dont have anymore balance on our account.

The ********************* sent us an email of Zero Balance but however, from their side. No explanation of what did it happen.

In regards to this, I already closed my door to Western Union Collection Team. We will not continue our service money transfer to Western Union. I dont want to work with them anymore. The pain and stress that they brought to us is not a joke. My husband brought me at the ****************** two days because of the Hypertension that they brought me.

Hope they wont do the same thing to their next customer. No apology or explanation from the *********************.

Moreover, I am very happy that there is BBB. Without your support and care for the small business like us. We really dont know where to go. From the bottom of our heart. We really express our gratitude. May God Bless us.

Merry Christmas and a Happy New Year!

Sincerely yours,

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

168 Happy Mart
Initial Complaint
Date:12/13/2022
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.
Original Amount paid Western Union ****** ** receipt number is listed in the attachments ************ Services was sent an application with the ***** prcessing fee money order for that transaction is also listed in this attachment date is also listed as well for the refund of my money ** automated message says that please allow 10 to 15 business days to process since 08-16-2022 I have not received anything and the automated messaging system repeats the same information ************
Business Response
Date: 12/16/2022
Reference number: 173801162

Hello Dawayde,

Thank you for speaking with me today as discussed:

We are contacting you regarding your money order 19354192727 in the amount of ****** issued on 6/1/2022 and paid on 6/16/2022.

Our records show that after you received a copy of the cashed money order, you indicated that the item was forged, and the intended payee did not receive the funds for it.

Your case is eligible for a forgery investigation. A forgery claim can be initiated by sending a complete, signed, and notarized forgery affidavit form (see attached form) and a signed forgery acceptance letter to the Western Union ********************************************* through any of the channels facilitated by the specialist assigned to your case.
Once the completed Forgery affidavit and Acceptance letter have been returned to the ********************************************* along with any pertinent documents such as a police report or copy of the money order prior to it being altered, if available, we will forward your claim to the Western Union ******************* The Western Union ****************** will coordinate with the **** of ***** Deposit (****).

At the time of presentment, the **** 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 will act on your behalf to collect the funds from the ****. The **** will make the final determination after conducting its internal investigation.

Please allow 30 days from the date you return the affidavit of forgery before making any inquiries. The average time to resolve a forgery claim is ****** days; in most cases, the **** will not provide a resolution before 120 days. Western Union cannot expedite this process since it is fully conducted by the ****.

Thank you in advance for your patience and cooperation in getting this matter resolved.
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 173801162 to connect with me directly.

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

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:12/10/2022
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.
This all transpired 09 December 2022 when my friend tried to send me $100.00 via using Western Union. I was able to pick up the money due to fact my name was flagged. The code given to me was R7009 for the flag against my name. I have never done anything illegal sending money Western Union. The people on the phone could not really give me a valid reason why I had this flag against my name. In the past I would send money to my wife in *************** but nothing illegal. If there was an emergency and I needed to get money via Western Union I would be unable to send or receive money. The reference number was ************.
Business Response
Date: 12/14/2022
Western Union reference number 173696364

Dear *******************************,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you were unable to pick up the money transfer sent to you by your friend on Dec/09/2022 due to error code R009.

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

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

To apply for reinstatement, please access the digital Customer Questionnaire and follow the outlined steps to provide the information required to support your use of Western Union services.

Alternatively, you can complete the questionnaire manually by filling out the form attached and providing the required supporting documents.
Please note we will only be able to perform your reinstatement review if all information is complete and the supporting documents are present.
Below are some examples of the documents you may send to us for review. Please also consider sending any other relevant documentation to support the use of Western Union services.

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

Were sorry for any disruption to your ability to use our services and thank you for your understanding.
If you have any questions or concerns, please email us at ************************************************************************************* Alternatively,contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 173696364.

Sincerely,
Western Union Executive Resolutions Team

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

Customer Answer
Date: 12/14/2022

Complaint: 18556111

I am rejecting this response because:
The business Western Union gave no specific reason why I'm being rejected. They want documentation for a vague reason that does not specify any wrongdoing on my part. The company Western Union is not giving any reason why they rejected me from receiving money from my friend.
Sincerely,

*******************************
Business Response
Date: 01/07/2023
Reference number: *********

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

We are writing in response to the complaint received from you on JAN-05 that was addressed to our corporate headquarters. In your complaint, you indicate that you are not able to use Western Union services, and you would like to know why.

Thank you for your patience while we completed our investigation.

Our records show that to meet our regulatory and compliance obligations, Western Union has declined to continue providing you with money transfer services using Western Union. For this reason, on JAN-03 you have completed and submitted the digital Customer Questionnaire to initiate a reinstatement review.

After reviewing your request, our decision to restrict your ability to use Western Union services remains in place. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future. Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information.

We are sorry for the inconvenience and thank you for your understanding.

If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* 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.
Customer Answer
Date: 01/12/2023

Complaint: 18556111

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 01/19/2023
To Whom It May ********************* THe clarification in the initial Complaint was much as possible due the fact that Western Union will not give more information. If I had more information I could explain my side of the situation. THis is not the first time this has happened to me. I dont remember when this happened it was during the 2015-2016 time frame. I sent money to my present wife. Thank you for the help and support!

*******************************
Initial Complaint
Date:12/10/2022
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.
DETAILS DATE OF TRANSACTION. 11/03/2022 WHEN IT WAS BROUGHT.SENT TO: CREDIT ONE BANK: THEY LOST IT!SENT A REQUEST TO REFUND THE MONEY ORDER SINCE IT HAS NOT BEEN CASHED TO WESTERN UNION ON 12/09/2022. FOR A REFUND ONLINE. TRIED TO FIND OUT IF IT WAS RECEIVED BY WESTERN UNION,TRYED TO TALK TO WESTERN UNION IN REGARD TO THIS MONEY ORDER. CANT GET ANY HELP. THEY SEND YOU TO A NUMBER TELLING YOU THEY ARE CLOSED AND THE **** THEY ARE OPEN ON SATURDAYS. WHICH IS CUTE BECAUSE THE **** THEY SAY THEY ARE OPEN WHEN YOU CALL TELLS YOU THEY ARE CLOSED.I RECEIVED A RECEIPT THAT REQUESTED A REFUND AND WHEN I MENTION IT THEY TRANSFER ME TO A DEPARTMENT THAT IS NOT OPEN!WHAT IS GOING ON, I HAVE NEVER SEEN SUCH RIDICULOUS BUSINESS'S IN ALL MY LIFE. WHY ISN'T THE *** DOING SOMETHING ABOUT THESE BUSINESSES? I SEE WHY THERE ARE SO MANY COMPLAINTS ABOUT THEM AND JUST ABOUT ALL COMPLAINTS ARE THE SAME!!!THEY WOULD NOT DO THIS IF THEY THOUGHT THEY COULD NOT GET AWAY WITH IT. APPARENTLY, THEY KNOW THEY CAN. THAT'S WHY! PEOPLE NEED THEIR MONEY THEY DON'T HAVE **** TO PLAY AROUND!!! YOU INTRUST YOUR MONEY AND THEY PLAY GAMES..."WHAT IS THAT!!!" WITH ALL THESE COMPLAINTS AND THEY ARE ABOUT THE SAMETHING WHY THE GOVEMENT IT DOINT SOMETHING!
Customer Answer
Date: 12/14/2022
Complaint #******** has been resolved.
Thank ****
*******************************

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