Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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:12/01/2022
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.
On 11/25/2022 I used the Western Union website at www.westernunion.com to send $1850 to a real estate agent in Tyler ** as a deposit on a house my wife and I are about to rent. I used my checking account debit card. The total amount after fees deducted from my bank was $2063.99. The transaction completed successfully with ID ************. Then on the 29th Western Union charged me again for the same amount $2063.99. I did not authorize this charge and it left my account in withdrawn status right before I need to pay rent. I called their support number and was instructed to email the details of the issue to ******************************************************************* which I did on 11/30 - I got a canned reply back and have not heard back. Meanwhile Western Union has essentially stolen $2063.99 out of my bank account.
Business Response
Date: 12/04/2022
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 December 1, 2022, that was addressed to our corporate headquarters. In your complaint, you indicate that you were doubly charged for a transaction.

Kindly note that based on the screenshot you provided, you have 2 pending funds from NOV/25 and NOV/29 that are being held by your bank. We have confirmed that one of those funds will eventually be released to Western Union as the transaction was correctly picked up by the intended recipient. The other pending charge should be returned to your account depending on your banks policy. Please be advised that Western Union has not received duplicate charges for your transaction.

We recommend you contact your bank directly regarding the pending funds. If you still believe that funds were taken by Western Union, please assist us in providing a copy of your bank issued Bank Statement, showing visible banking details (bank name, account holder name, etc.) from the month of November showing the double charges made by Western Union, so we may further investigate.

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

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 PJC
Executive Resolutions Team
Initial Complaint
Date:11/30/2022
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.
I purchased a money order on 11/8/2022 from a local quik packing company. The money order was stolen from me with the recipet attached to it. I contacted the store where I purchased the money order since they logged my information when I purchased the money order. I then got the money order number via email sent to me from them and contacted western union. I did the refund request and reported the money order lost/stolen. I was given a case number. I also had sent it in writing via mail. Now I found out on 11/10/2022 that the money order was cashed after I requested a stop payment. So now I am out of my $200 when this could had been prevented. I now had to get law enforcement involved. The security wirh purchasing a money order with you all makes me feel uneasy that it's a hassle to try to report money orders stolen and you can't talk to a live person. I think you all should be responsible for not handling this matter and I have heard nothing about my case. The money order number 19-436027165 Icare case number *********
Business Response
Date: 12/05/2022
Western Union Reference Number: *********

Dear Victoria,

We are writing in response to the complaint received from you on 11/10/2022 that was addressed to our corporate headquarters. In your complaint, you indicate that you previously purchased a money order *********** in the amount of ****** that was purchased on 11/8/2022. You reported that it was stolen in blank with the stub attached.

Our records indicate that we receieved your complaint on 11/10/2022 under case number ********* however you did not provide any proof of purchase or required money order documents and the money order in question was presented for payment and cashed on 11/10/2022.

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

Sincerely,
****, OP ID #***
Executive Resolutions Team
Customer Answer
Date: 12/05/2022

Complaint: 18487629

I am rejecting this response because: I contacted you all prior to the 10th and have an email from you all from the 9th and 10th as well. I did the steps online and sent via US MAIL. I contacted you all but you all don't have anything in place that let's you stop payment immediately. In an event like this, it gives time for money orders to be cashed when lost or stolen. I did what I had too but because of western union time policy , it was cashed. I ended up having to pay $30 extra for western union fee. I did what I had too and followed what you all told me to do but not having a stop payment done immediately is a downfall

Sincerely,

*******************************
Business Response
Date: 12/14/2022
Western Union Reference Number: *********

Dear Victoria,

Unfortunately, Western Union's position in this matter will not change, and we must reiterate:

We are writing in response to the complaint received from you on 11/10/2022 and 12/9/2022 that was addressed to our corporate headquarters. In your complaints, you indicate that you previously purchased a money order *********** in the amount of ****** that was purchased on 11/8/2022. You reported that it was stolen in blank with the stub attached.

Our records indicate that we receieved your complaint on 11/10/2022 under case number ********* however you did not provide any proof of purchase or required money order documents and the money order in question was presented for payment and cashed on 11/10/2022.

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:11/29/2022
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.
We purchased a money order to pay our car payment. We put it in the mail and it appears someone stole ot and altered the payee. We have copies and submitted to ** the receipt where purchased, the money order we filled out with car payment name and the altered money order copy to receive a refund. We have contacted them on numerous occasions only to be given the run around and told we would be receiving the money back to we are having forms sent the whole 9 yards. This happened in Aug and we have yet to get our money back. ** states once all documents are received they issue a refund in 60 days!! It is very clear this money order was changed!
Business Response
Date: 12/04/2022
Western Union Reference Number: *********

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

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:

In order to proceed with forgery request, please provide us the copy of the completed, signed and notarized Purchasers Affidavit form (attached) by replying to this email.

Once the completed Forgery affidavit has been returned to the ********************************************* along with any pertinent documents, we will forward your claim to the Western Union ******************* The Western Union ****************** will coordinate with the **** of ***** Deposit (BOFD).

At the time of presentment, a BOFD 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 payment will be recovered from the BOFD.

Please note that Western Union will be acting on your behalf to collect the funds from the BOFD. Final determination will be made by the BOFD after conducting their internal investigation.

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,

Inesa,OP ID # IJU
Executive Resolutions Team
Initial Complaint
Date:11/29/2022
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.
I sent a money transfer through Western Union for a remote control boat from a website based in ********* on October 15th. I have not received what I paid for nor have they responded to email. Western Union is refusing to do anything despite the fact this is fraud.
Business Response
Date: 12/02/2022

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

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

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

Our records show that in 10/18/22, you sent a money transfer from ****** to a receiver located in *********. The total amount sent is ****** CAD.

Our records show that you initiated a money transfer (tracking number (MTCN): X** X** **** in the amount of ****** CAD to *********************** in ********* on 10/18/22 at 16:38:29 PM **************** Time.

On 10/18/22 at 16:38:35 PM **************** Time, a person with identification bearing the name of *********************** visited an agent location in ********* to pick up the funds.

Please note that all Western Union agents require the receiver to provide the money transfer details, tracking number (MTCN), and valid government-issued photo identification(s) to payout the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result,the agent followed Western Unions policies and procedures and correctly paid out the money transfer.

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

We are truly sorry for the inconvenience you may have experienced.

We 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.

Our records show that you have filed a fraud report with Western Union on 11/29/2022, fraud case number 172575210.

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 ********* 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: 12/02/2022

Complaint: 18475554

I am rejecting this response because:
They are supposed to protect every customer against scams and fraud. Not who they pick and choose. I've also filed a criminal complaint with the **** cyber crime and fraud division.
Sincerely,

*************************
Initial Complaint
Date:11/27/2022
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.
Unable to refund money orders. Western Union's online system is always unavailable. I have tried to submit a refund on numerous days and different devices with no success.
Business Response
Date: 12/01/2022
Western Union reference number: 172545044

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 submit Money Order (MO) refund request through Western Union online system. You are asking for a refund on your MOs.
Please be advised that Western Union attempted to contact you via email to the email address included on your complaint. In the email communication that was sent to you, we requested additional information to process your request. Western Union has not received a response from you to date. As a result, we are unable to process your request at this time.
To investigate your concerns,please provide us with the following information:

1. Filled and signed Money Order Customer Request Form for each MO (attached)
2. Copy of the money order receipt or a copy of the money order itself (for each MO)
3. Copy of $15 non-refundable processing fee payment (for each MO)

If photocopies are not available, you would need to request Money Order research process. If you would like to proceed with this process following documents should be submitted:

1. Signed and notarized Money Order Research Form for each MO (attached)
2. The $30 non-refundable processing fee (for each MO)
3. Proof of purchase:
The original store cash register receipt
Copies of other MO and their receipts purchased at the same time
Copies of other months payments that were made payable to same payee for the same amount
Bank statement showing the payment

If you have any questions or concerns, please email us at ************************************************************************************ and provide the reference number 172545044.

Sincerely,
Inesa,OP ID # IJU
Executive Resolutions Team

Please read our Privacy Statement to find out how we process your personal data.
Customer Answer
Date: 12/02/2022

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:11/26/2022
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 6/25/22 my bank account was accessed to make 2 unauthorized transactions of $503.99 totaling to $1007.98 money transfer to western union. I immediately contacted my bank to stop the transaction from going through and get information regarding the money transfer. I was informed the transaction was already processed since someone already received the payment at one of the western union locations. I contacted western union fraud department and was told since the transaction was already authorized by the bank, I would have to dispute it with my bank. I filed a claim through western union (#***-447-801) as well as a *********** claim (#******CL0258) the day of the fraud discovery. After following up with the claim, I was advised to file a police report in order to request a refund of the transaction. A report was made accordingly **************************** case #********. Western union has not responded back with any updates of the dispute and Im still waiting on an answer on how my money was withdrawn from my account without an authorization from my end.
Business Response
Date: 11/30/2022
Reference number: *********

Hello *******,

We are writing in response to the complaint received from you on 11/26/2022 that was addressed to our corporate headquarters. In your complaint, you indicate that two Western Union transactions were made using your card without your authorization.

Our records show that in June 2022, 2 online money transfer(s) were sent from ***************** to a receiver located in *******. The total amount sent was ****** ** DOLLARS.

On 24-JUN-2022 12:00 Eastern Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** US DOLLARS was initiated to ***************************** in *******.

On 24-JUN-2022 12:02 Eastern Standard Time, a person with identification bearing the name of ***************************** visited an agent location in ******* to pick up the funds.

The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** US DOLLARS.

On 24-JUN-2022 12:00 Eastern Standard Time, an online money transfer with the tracking number (MTCN) ************ in the amount of ****** US DOLLARS was initiated to ***************************** in *******.

On 24-JUN-2022 12:08 Eastern Standard Time, a person with identification bearing the name of ***************************** visited an agent location in ******* to pick up the funds.

The receiver of this money transfer provided the agent with the tracking number (MTCN), senders name, money transfer country of origin, the expected payout amount, and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and paid out the money transfer. The amount paid out was ****** US DOLLARS.

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 24-JUN-2022, fraud case numbers ********* and
159447801. We have taken the necessary steps to deactivate your customer profile.

We also 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 Awareness or 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
Initial Complaint
Date:11/25/2022
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.
Do not use Western Union! My mother, unfortunately, is of a generation that grew up when Western Union was widespread and trustworthy, and she is unfamiliar with Venmo, Zelle, and even just bank-to-bank transfers.On November 7th, she tried to send me a birthday gift in cash by Western Union to my bank. The transfer was refunded, and the incredibly rude customer service agent refused to tell her why, beyond a "the global business unit declined it". When she asked to speak to a supervisor who might be able to explain why this happened in case there was an error on her part and she could resend it, he said that no one could or would tell her.Now, today I find out that the money will not be refunded to her bank, where she initiated the refund, but to some sketchy neighborhood Western Union, in a city that is already crime-ridden. My mother is in her eighties, alone, and I am beyond livid as well as terrified for her. A year ago she sent me money through ** to a **, and I had to go to the worst part of the city where I live to get the money. I asked her to please not do this again, so she thought that sending it to my bank would have avoided that problem. Now it's worse, because I would rather put myself in danger than her. The only way I would use Western Union would be if there is absolutely no other alternative whatsoever.She tried to send the money on November 7th. Today is November 25th, and it is still not resolved. That is 18 days that Western Union is drawing interest on her money, and I am certain that they will not refund that interest to her. Ideally they will refund her the money, plus any service charges and interest.
Business Response
Date: 11/29/2022
Reference number: *********

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

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. To our understanding, you are filing a complaint on behalf of the Sender of a transaction that was sent to you.

I regret to inform you that we cannot investigate this matter as you are not the original sender of the money transfer.

If the Sender wishes for us to communicate with you on their behalf, please have them complete the enclosed authorization form, identifying you as the individual with whom Western Union can communicate directly. Please note that any written authorization signed by the Sender must also be notarized by a Notary Public.

We emailed the authorization form to your email address on 11/29/2022.
Once we have received the completed form. We will provide you with the information requested and, hopefully, a resolution to the issue(s) raised in your complaint once we receive the signed and notarized authorization from the Sender.

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:11/21/2022
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.
I sent money by Western Union to *******. **************** representative made a mistake in receiver last name. Now he can not get money because of the wrong name I was requesting my transfer to be refunded back to me. It has been already almost a month I am calling every day to Western Union, went personally twice to check cashing place they are making different excuses and money still floating around. Last conversation I had today and they simply hang up on me with phrase ( You have to wait 1-2 business days). I attached all copies that has been sent to Western Union 3 weeks ago.Please help me to get money back. Thank you.
Business Response
Date: 11/25/2022
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 that was addressed to our corporate headquarters. In your complaint, you indicate that you are requesting a refund for a transaction that was declined for compliance reasons.

As discussed over the phone, we have issued your refund and the refund information had already been provided to you and you have confirmed pick up of the transaction.

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 ************************************************************************************* Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.

Sincerely,

****, OP ID #***
Executive Resolutions Team
Customer Answer
Date: 11/28/2022

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.

Thank you very much for your help Western Union returned money to me.

Sincerely,

***************************
Initial Complaint
Date:11/19/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had account for over 10 years. As of a couple months ago my account is active but anytime I try to send money the say it goes through then do not send the money. I get no email saying that there is a problem and reson behind it. I have called support mulipule times. They say I need to verfiy my identity. I do I even send a copy of my id to the requested email account and nothing is done. I call support I ask to speak with someone that call help they say that that department does does not give them information or allow calls. So I spending hours talking to support and doing everything that the company says but nothing is done on there side and no information given. Then talk to support they tell you to do the same thing and that department will resolve over and over. How do I get this resolved? I just want to use the service like I have over ten years and asking me to do a bunch of things and then you do nothing like you said would is a waste of my time.
Business Response
Date: 11/30/2022
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 11/25/2022 through the Better Business Bureau (BBB). In your complaint, you indicate that you are experiencing issues while trying to send funds via our website. You indicate that this issue started happening within the past two months. Your request is for the issue causing your digital transactions to be resolved.
Western Union has investigated this matter. Our records indicate that your most recent attempt to transact via our website was on 11/29/2022 where you were informed that the payment method you choose could not be accepted, we provided you other options to continue with your transaction,such as visiting a Western Union agent location in person.

Please be advised that after further review, we have confirmed that your transactions were declined because Western Union was unable to verify the information you provided in order to meet our regulatory and compliance obligations.

We cannot disclose any specific details because your money transfer has been declined. However, you can refer to the Terms and Conditions section at westernunion.com for more information. Please be informed that all money transfers are reviewed individually, and a previous decision to approve or decline a money transfer does not necessarily mean you wont be able to use our services in the future.

Due to the aforementioned, our ********************* made several attempts to speak to you and sent you an email in order to further review the transaction with you, they called you at phone number ************** unfortunately,they were unable to reach you.
At this time, we recommend that, at your convenience, you initiate a new transaction using our website, if there are any additional documents or information needed from you, our compliance department will send you an email and attempt to call you to conduct a review and provide further instructions.
We hope youll give us a second chance to win back your trust. As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.

Promo Codes Fee-Free Expiration Date
Q6301-105001333 - Expire 1/1/2023
Q6301-105001341 - Expire 1/1/2023

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

Please read our Privacy Statement to find out how we process your personal data.
Initial Complaint
Date:11/18/2022
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.
Hello I received money from my cousin in *********, for emergency situation with Western Union transaction number **********. For what reason I could not get my money after ** told me it's ready for pickup (I the receiver). Now the money been refunded they say. I emailed them required documents. In the cold I have to wait and may never take care of the necessary emergency. I downloaded the app registered, etc. The amount of the $60 not nothing close to causing a problem which they have. The sender is a blood relative and elderly. This needs to stop I live in ******** no transportation. It's understandable they comply with rules, etc but this is crazy and I want you to do whatever is necessary so none has to go through this especially for such a small amount of money, it's not international sent, the sender didn't ask for the refund, and nothing fraudulent occurred other than they being messy, uncaring, to correct whatever issue on their part. Please let me know what you can do for this.
Business Response
Date: 11/22/2022
Hello *************************,
We are writing in response to the complaint received from you through the Better Business Bureau, regarding the money transfer that was sent to you, which was refunded to the sender of the funds.
Thank you for the information you have provided so far.
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 provided via separate cover and provide the required supporting documents.
Please note we will only be able to perform your reinstatement review if all information is complete and the supporting documents are present.
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 [email protected], 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

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The Western Union Company is NOT a BBB Accredited Business.