Complaints

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

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  The Western Union Company

  517 Fremont St. Las Vegas, NV 89101

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: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.

  My wife went into a checkmate office in ********* **. She filed a western union request to sent money to ******. She used an ATM and was told that western union said the transaction could not be used by that card. My wife then paid cash. When we got home we saw that Western union did Charge our bank along with taking the $210 cash. When we return to Checkmate, we submitted a complaint to western union. We got case number *********. They told us to take it up with out bank. Our bank said that Western union stated it was a valid charge and they could not help. Every time we call western union they transfer us to people speaking other languages. They transfer the call several time and all say to call out bank. When we tel them our bank says it is a valid transaction, they say its not their problem.

  Business Response

  Date: 11/23/2022

  Reference number: 171999971
   
  Dear *********************, 
  
  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 through the Better Business Bureau (BBB). 
  
  We have fully refunded your money transfer, including fees, on 11/21/2022 in the amount of $210.00 and the tracking number details have been sent to you via separate email. Our records show that you collected your refund on 11/23/2022 from a Western Union agent location in **,***. 
  
  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 171999971 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:11/18/2022

  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 November 11th I opened a new account and initiated a payment. I then attempted another payment and was asked for a new credit card, presumably because this was a brand new account. I provided this card. The people to whom the money was sent were never able to redeem the funds. They went to several different outlets and were all told that I had scammed them. I eventually had to send somebody to their homes to deliver the money in person. When I asked for a refund I was promptly given the funds for the first order back but told that for the second I needed to provide detailed information about the recipient, including a copy of the front and back of his driver's licence. They did say that I could skip the licence if I provided a letter of explanation, but I also do not have his date or city of birth, as this is 100% not my business. If I were to ask for this information my company would initiate a complaint against me. Not only would I never ask this customer of mine for such information, especially after Western Union told him I had scammed him, but this should not be required. Why in the world should I need to provide them with a single thing beyond the tracking number and credit card information in order to have returned to me funds that they refused to disburse? I have written to them twice and received no response.

  Business Response

  Date: 11/25/2022

  Reference number: 171994900
   
  Dear ***********************, 

  
  While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you through the Better Business Bureau (BBB). 
  
  Our records show that on 11/11/2022 at 14:45:12 PM Eastern Standard Time, you initiated a money transfer with the tracking number (MTCN): XXX-XXX-8925  in the amount of $150.00. 
  
  Western Union has investigated this matter. Our records indicate that your transaction sent under Money Transfer Control Number (MTCN): XXX-XXX-8925; is available for pick up. Please be advised that if you desire to obtain a refund of the transfer, we require a copy of your receiver's ID or as an alternative option a Letter of Explanation (***). Letters of explanation must be emailed to *************************************************** or faxed to **************.
  
  Please find below the Content of Customer ***:

  
  MTCN
  The full legal name of the potential name match
  DOB of the potential name match
  POB of the potential name match
  Occupation of the potential name match
  Address of the potential name match
  Relationship between sender and receiver
  Purpose of the money transfer
  Brief explanation (description of the mistake)
  Name of the person submitting the letter

  
  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 171994900 to connect with me directly.
  
  Sincerely,
  
  Executive Resolutions Team
   
  
   
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18436739
  
  I am rejecting this response because:

   

  The response from the company is asking for the exact information that I have already told them I do not have.  This was the entire purpose of opening this complaint. I will never have this information - period.  It is illegal for me to even ask this person for the information.  Again, this person was told by multiple outlets that he had been scammed by us and I paid somebody to drive a three hour round trip to pay him directly.  I fail to see why you are demanding any of this information, especially as my other recipient experienced the exact same rejection and Western Union refunded the money to me with no questions asked.  Why the difference with this case?  And do I simply wait for a certain period of time until the funds are returned as having not been picked up?  At this point you have stolen my money. 

  I did leave a message for the representative assigned to the case but did not receive the promised return call.

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

  Business Response

  Date: 12/06/2022

  Reference number: 171994900
   
  Dear Customer, 
  
  As per our email sent to you on on 11/30/2022, we have processed a full refund, including fees, in the amount of $150.00 on 11/29/2022 to your card ending in ****. 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.
  
  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. 
  
  
  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 171994900 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:11/15/2022

  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 was given a money order for $39,99. Over a two day period I attempted to cash the money order at (3) retail facilities and (1) ***** *********** No one could or would accept the money order.I seek the $39.99 plus gas at $10. for traveling over 25 miles to theses facilities.

  Business Response

  Date: 11/16/2022

  Western Union reference number:  *********
  
  Dear *************************,
  
  We are writing in response to the complaint received from you dated 11/15/2022 that was addressed to our corporate headquarters. In your complaint, you indicate that you were unable to cash your Money order and you are requesting a refund.
   
  We sincerely apologize for the inconvenience you experienced using our services. We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.  
  
  Western Union has issued a Good Will concession to you in the amount of 30 USD. This concession was issued to you on 11/16/2022 with the tracking number (MTCN): ************. You can visit any Western Union agent location in ********** to pick up your funds with this MTCN and a valid government-issued ID. If you cannot claim these funds within 30 days from the aforementioned issued date, you will need to contact us at the number referenced below so that we can issue a new MTCN.
  
  * Sender: Western Union Customer Service
  
  * Receiver: *************************
  
   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
  

• Initial Complaint

  Date:11/11/2022

  Type:Sales and Advertising 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.

  Transaction ID | Date | $ sent | $ received 741410681407/06/2022$3,001$2,755 132120586705/09/2022$3,251$3,061 ************/01/2022$3,401$3,238 70843301305/16/2022$3,401$3,301 Overall $699 is missing. I sent USD to an overseas bank account. My recipient received significantly less. We checked with the receiving bank and they did not receive the same amounts we sent. We opened a case with Western Union, they asked for some follow-up information and eventually sent a notice "Your receiver was paid the correct amount," but we know the receiver received less than we sent. Could you please help? My boyfriend also had some transactions and also has a significant amount missing.

  Business Response

  Date: 11/16/2022

  Western Union Reference Number:  *********
  
  
  
  Dear *************************,
  
  We are writing in response to the complaint received through the Better Business Bureau from you dated November 15, 2022,that was addressed to our corporate headquarters. In your complaint, you indicate that: between May and July 2022, you sent 4 transactions overseas from which you claim that an approximate amount of ****** USD is missing in total from the payment of these transactions. You added that you sent US Dollars to a bank account overseas and your beneficiary received significantly less; as well you mentioned that upon review with the receiving bank, they indicated that they did not receive the same amount sent and after raising the claim to Western Union, a response was provided indicating that all transactions were paid correctly.
  
  Our records show that between May and July 2022,you sent 4 money transfers from ***************** totaling ********* USD to a receiver located in ******. Please review the information referenced below for further details about the money transfer in question.
  
  MTCN: 132-120-5867
  
  On 09-MAY-2022 at 01:48:08 Eastern ******** Time,a direct-to-bank money transfer was initiated for $3,250.00 USD to ******************************* in ******.
  
  On 13-MAY-2022 at 05:22:42 Eastern ******** Time,the funds were deposited to the name of ******************************* in ******, ******. The amount paid was ********* PLN
  
  MTCN: 070-843-3013
  
  On 16-MAY-2022 at 20:49:08 Eastern ******** Time,a direct-to-bank money transfer was initiated for ******** USD to ******************************* in ******.
  
  On 23-MAY-2022 at 15:03:29 Eastern ******** Time,the funds were deposited to the name of ******************************* in ******, ******. The amount paid was ********* PLN
  
  MTCN: 589-159-9162
  
  On 01-JUN-2022 at 11:52:54 Eastern ******** Time,a direct-to-bank money transfer was initiated for ******** USD to ******************************* in ******.
  
  On 8 -JUN-2022 at 03:25:17 Eastern ******** Time,the funds were deposited to the name of ******************************* in ******, ******. The amount paid was ********* USD.
  
  MTCN: ************
  
  On 06-JUL-2022 at 00:37:12 Eastern ******** Time,a direct-to-bank money transfer was initiated for ********USD to ******************************* in ******.
  
  On 12-JUL-2022 at 06:23:01 Eastern ******** Time,the funds were deposited to the name of ******************************* in ******, ******. The amount paid was: ********* PLN.
  
  Based on our investigation results, Western Union has determined that you are not eligible for a refund.
  
  Please be advised that before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (PDS) that listed the destination, receiver's name, amount to be paid, fee, the amount your receiver will get in local currency, date of availability and the exchange rate at the time of sending the money transfer.  By funding the money transfer, you are accepting the terms presented on the PDS.
  
  When choosing a money transmitter, carefully compare both the transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on many factors. Fees and rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day, but exchange rates can change at any given time of day, any number of times, subject to currency volatility.  The exchange rate between our online services and retail agent locations may also vary depending on these factors. 
  
  At this time, we have confirmed that no errors were made by Western Union regarding your money transfer's exchange rate. As your money transfer was Fixed on Send, the exchange rate provided on the sender's receipt at the time the transfer was finalized would be the same rate that was paid out to your receiver in ******. Please also keep into consideration that payments in ****** through Western Union are only allowed to be processed in Polish Zloty, which is the currency selected for the payment,our Euros.  
  
  Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at https://www.wu.com/fraudawareness. Additionally, Western Unions website and the receipts provided at the agent location contain a toll-free number consumers may call if they suspect they have been victims of fraud.
  
  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,
  
  The Western Union Executive Resolutions Team
  
  

  Customer Answer

  Date: 12/06/2022

  Hello, 
  Apologies for missing the 7-day window. 
  
  Follow up re:
  Complaint ID ********.
  ***************************************** Reference Number:  171446751
  
  In response to Western Union's response, the recipient didn't receive PLN but rather received USD and at that, much less USD than what was sent over and what she should have received. I had signed off on the exchange rate and the amount that would be sent over, but that is not what was sent over. This is what was deposited into her account, please see banking statement. The bank also confirmed that they received USD that appear on her bank statement, there were no undisclosed charges. 
  
  Appreciate your help with this,
  *******
  
  
  MTCN: 132-120-5867
  
  On 09-MAY-2022 at 01:48:08 Eastern Standard Time, a direct-to-bank money transfer was initiated for $3,250.00 USD to ******************************* in ******.
  
  On 13-MAY-2022 at 05:22:42 Eastern Standard Time, the funds were deposited to the name of ******************************* in ******, ******. The amount paid was ********* PLN
  The amount deposited was $3,061.
  
  
  MTCN: 070-843-3013
  On 16-MAY-2022 at 20:49:08 Eastern Standard Time, a direct-to-bank money transfer was initiated for ******** USD to ******************************* in ******.
  
  On 23-MAY-2022 at 15:03:29 Eastern Standard Time, the funds were deposited to the name of ******************************* in ******, ******.  The amount paid was ********* PLN
  The amount deposited was $3,301.
  
  
  MTCN: 589-159-9162
  On 01-JUN-2022 at 11:52:54 Eastern Standard Time, a direct-to-bank money transfer was initiated for ******** USD to ******************************* in ******.
  
  On 8 -JUN-2022 at 03:25:17 Eastern Standard Time, the funds were deposited to the name of ******************************* in ******, ******.  The amount paid was ********* USD.
  The amount deposited was $3,238.
  MTCN: ************
  
  On 06-JUL-2022 at 00:37:12 Eastern Standard Time, a direct-to-bank money transfer was initiated for ********USD to ******************************* in ******.
  
  On 12-JUL-2022 at 06:23:01 Eastern Standard Time, the funds were deposited to the name of ******************************* in ******, ******. The amount paid was: ********* PLN.
  The amount deposited was $2,755.
  

  
  

  Business Response

  Date: 12/19/2022

  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 December 2, 2022, that was addressed to our corporate headquarters. In your complaint, you indicate that in response to Western Unions resolution provided through the Better Business Bureau claim raised, your recipient did not receive deposits in Polish Zloty and instead, these were deposited in US Dollars, which affected the conversion causing an underpayment. You also indicated that the bank advised of no undisclosed charges and indicated they received the funds in US Dollars.
  

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

  Our records show that between May and July 2022,you sent 4 money transfer(s) from ***************** to a receiver located in ******. The total amount sent is $13050.00 USD.
  

  MTCN: 132-120-5867
  

  On 09-MAY-2022 at 01:48:08 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 132-120-5867 was initiated to ******************************* in ****** in the amount of $3,250.00 USD.
  

  As a result, on 13-MAY-2022 at 05:22:42 Eastern Standard Time, the funds were deposited to a bank account under the name of ******************************* in ******/ ****** in the amount of ********* PLN as it should be indicated in your receipt. 
  

  MTCN: 070-843-3013
  

  On 16-MAY-2022 at 20:49:08 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 070-843-3013 was initiated to ******************************* in ****** in the amount of $3,400.00 USD.
  

  As a result, on 23-MAY-2022 at 15:03:29 Eastern Standard Time, the funds were deposited to a bank account under the name of ******************************* in ******/ ****** in the amount of ********* PLN as it should be indicated in your receipt. 
  

  MTCN: 589-159-9162
  

  On 01-JUN-2022 at 11:52:54 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 589-159-9162 was initiated to ******************************* in ****** in the amount of $3,400.00 USD.
  

  As a result, on 08-JUN-2022 at 03:25:17 Eastern Standard Time, the funds were deposited to a bank account under the name of ******************************* in ******/ ****** in the amount of ********* PLN as it should be indicated in your receipt. 
  
  MTCN: ************
  

  On 06-JUL-2022 at 00:37:12 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ******************************* in ****** in the amount of $ ******** USD.
  

  As a result, on 12-JUL-2022 at 06:23:01 Eastern Standard Time, the funds were deposited to a bank account under the name of ******************************* in ******/ ****** in the amount of ********* PLN as it should be indicated in your receipt.
  

  Western Union reached out to the receiving bank in multiple occasions through our Bank Partner in Europe to validate the reason why these transactions were paid in a different currency than the one selected by you as the consumer, as clearly, based on the evidence you provided, they are processing a conversion from Polish Zloty, currency selected for payout to ** Dollar which is not favorable to you.
  

  Please keep into consideration, before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (***) that listed the destination,receiver's name, amount to be paid, fees, the amount your receiver will get in local currency, date of availability, and the exchange rate at the time of sending the money transfer.  You are accepting the terms presented on the *** by funding the transfer. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however,it can change at any given time of day, any number of times, subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.

  
  After studying your case, Western Union has decided to assume the loss as a one-time courtesy and refund you the total for the difference on all transactions in the total amount of $695.00 USD,

  
  We have issued a service concession to you on December 19, 2022, in the amount of $695.00 USD. Please visit any Western Union agent location in **********, ** to pick up your funds with the tracking number (MTCN) 930-132-7572 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: *************************
  

  We strongly suggest, before processing a new transaction, please contact the receiving bank with your beneficiary to validate that future transactions will not be modified by them, as Western Union is only authorized to transfer funds in ****** in national currency,Polish Zloty, and any modification they make and affect the deposit of the funds.

  
  In addition, it is worth to mention that our Terms & Conditions (clause 2.7) states the following: "For transactions to a bank account or to a mobile phone Western Union will transfer the funds to the account identified by the Sender. In the event of an inconsistency between the holder of the account number (including mobile phone numbers for mobile phone accounts) and the name of the intended Receiver, the transfer will be credited to the account number provided by the Sender."
  We deeply regret we failed to deliver the high standard that youve come to expect from Western Union and hope you and your receiver will give us a second chance to win back your trust.
  

  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

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

  
  

• Initial Complaint

  Date:11/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been banking with SunEast FCU for a little over 3 years. I didnt check the account often because the only thing I did on this account was pay my car loan through them and pay my car insurance. I had 2 direct deposits going to that account to cover those monthly transaction. A few months ago I had 2 unauthorized transactions withdrawn from my account (7/27/2022 - Digit and 7/28 - Western Union). I was so lost because I have only had 2 withdrawals come from that account, one of which was a transfer to my auto loan, the other was to pay my car insurance through Progressive. Once I saw the transactions, I immediately contacted DIGIT (via email), Western Union (via phone and email) and my credit union, SunEast (via phone) then email. I was then told after several weeks of going back and forth with the credit union that they could not help me because I didn't file the claim within 60 days of the transaction hitting my account because the vendor they use will reject it. I called on like the 65th day. SunEast, Digit nor Western union are trying to refund the money stolen from my bank account.After emailing DIGIT over several weeks and confirming with DIGIT that the account was not my account and they closed the account in question, they advised that they would refund the money, but now they are telling me that I need to dispute it with my bank. I even supplied them with letters from my bank, screenshots of my bank statements, etc. but now they are saying I have to go back to my bank.Western Union is a JOKE. The first time I called, after holding for over an hour, my call was disconnected. Once I finally got someone on the phone, they gave me an email address of ********************************************************************* which I emailed at least 3 times and would get an automated message back but no response to my complaint, I finally found another number where I actually spoke with someone who gave me another set of instructions to follow to file a dispute for this unauthorized debit

  Business Response

  Date: 11/16/2022

  Western Union Reference Number:  *********

  
   
  Dear *****************************,
   
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal.
   
  Our records show that in 07/27/22, an online money transfer was sent from ******* totaling $190.00 to a receiver located in *********.
   
  MTCN: XXX-XXX-8278
   
  On 07/27/22 at 18:44 PM Eastern Standard Time, an online money transfer was initiated for $190.00 to ***************************** in *********.
   
  On 08/02/22 at 18:48 PM Eastern Standard Time, a person with identification bearing the name of ***************************** went to an agent location in ********* to pick up the money transfer and provided the tracking number (MTCN), senders name, place of origin, and the amount expected. 
   
  Based on the investigation results, Western Union has determined that you are not eligible for a refund.
   
  Please be advised that all Western Union money transfers require the tracking number (MTCN) as well as a valid government-issued photo identification(s) to be released for payment.
   
  Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at https://www.wu.com/fraudawareness. Additionally, Western Unions website and the receipts provided at the agent location contain a toll-free number consumers may call if they suspect they have been victims of fraud.
   
  To help protect your personal information from unauthorized access and use we use different measures such as physical, electronic, and procedural safeguards, including computer safeguards and secured files and buildings. We also limit access to your personal information to those employees, agents, and representatives that have a need to know. 
   
  When a consumer reports to Western Union that they may have been a victim of fraud, Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, you filed a fraud report with Western Union on 11/02/2022, fraud case number: *********. In addition, Western Union has taken the necessary steps to deactivate your personal customer profile at this time.
  
  We also recommend contacting your bank about the unauthorized charge(s) on your account. You may want to inquire about any available options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
   
  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,
   
  
  Executive Resolutions Team

  
  

• Initial Complaint

  Date:11/10/2022

  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.

  Western Union Money Order ************ for $100 was purchased at ****** store in ******, ** on 10/17/2022. ** was mailed to vendor in *****, ** for purchase of a doll. On 11/10/2022 the vendor returned the ** indicating their bank would not accept it because the amount printed on it by the issuing agent was not machine readable. (Frankly its difficult to visually read.)The issuing agent where purchased said they cannot issue a refund and that I must seek a refund on-line. Through phone call to customer service and chat discussion with ******* on 11/10/2022 they said I should submit a money order refund request and WesternUnion will refund $85 after deducting a $15 servicing fee. Both contacts with Western Union said there were no exceptions for waiver of this fee.For me to be assessed a $15 service fee for an error or shoddy production by the Western Union issuing agent is entirely unacceptable. I would like a full $100 refund.

  Business Response

  Date: 11/13/2022

  Western Union Reference Number: 171191788
   
  Dear *************************,
  
  We are writing in response to the complaint received from you dated 11/11/22 that was addressed to our corporate headquarters. In your complaint, you indicate that you purchased a money order in October/2022 that was not accepted by its intended destination. You are requesting assistance in getting a refund of the money order in question.
  
  We are writing to follow up on your concern as the requested information to proceed has not been received.
  
  I am a specialist for the Executive Resolutions team at Western Unions corporate headquarters, and I will be handling your case. Please be informed that we have initiated an investigation.
  
  Please be advised that we require additional information to process your money order refund request. Kindly return the enclosed documentation to the email address referenced below to provide you with assistance in resolving your concerns. Additionally, we will ask the corresponding team to waive the processing fee as a one-time exception.
  
  Kindly take into consideration that all information received will be kept in Western Unions secure databases and treated in accordance with Western Unions Privacy Statement.
  
  We sincerely apologize for the inconvenience you experienced using our services. We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.  
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: 171191788 to be connected to me directly. You may also email us at ************************************************************************************.
  
  Sincerely,
  
  ****, OP ID LJV
  Executive Resolutions Team

  Customer Answer

  Date: 11/14/2022

   
  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 if they follow through with a full refund.  Currently I have forwarded the requested information to Western Union, but have not received a refund or response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/05/2022

  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 have been trying to get in touch with a manager from western union for money order refund. I keep getting different information from people I need clear cut answers. I mailed 4 money orders for the following amounts ($500.00 $500.00 $500.00 $223.00) out to my apartment complexes headquarters to pay my rent on Oct 14. I called them because I seen my balance never went down so I called my Western Union and they said none of them were cashed except 1. I then called to confirm with rental office that this wasnt a mistake on their end and they stated they did not cash any money order. So I called western Union back and they told me I needed to submit a refund request online for 3 of those money orders as they could not give me a refund for the 1 that was cashed. I asked about a fraud claim because if my rental office didnt cash it then it was cashed fraudulently. I then was told it was handled by another department so I went to that department and they told me it was done by another department so I went there and requested a manager. I want to talk to someone from corporate.

  Business Response

  Date: 11/08/2022

  Dear ***************************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal.
  
  Western Union has investigated this matter. Our records indicate that we received your original online money order refund request for four money orders. Please note that on 11/07/************** refund checks were processed for money orders ***********, ***********, 19437086970 and they were were issued to the mailing address you provided in your request.
  
  Please allow **** business days for the refund checks to be delivered via mail. If you do not receive the refund checks within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you.
  
  In regards to the money order ***********, please note that this money order was paid. We have sent you a copy of the cashed item via separate email.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: 170828769 to be connected to me directly. You may also email us at ************************************************************************************.
   
  Sincerely,
   
  
  Executive Resolutions Team
   

• Initial Complaint

  Date:11/03/2022

  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 with Western Union was unable to cash the money order ask for a refund and the refund checks that was sent to me came up as fraudulent. I asked the company about this and they said they were reissue me two more checks and it's been over 2 to 3 weeks every time I contact them they leave me on hold and eventually hang up

  Business Response

  Date: 11/07/2022

  Western Union reference number:  *********
  
  Dear ***************************
  
  I am a specialist for the Executive Resolutions team at Western Unions corporate headquarters, and we have successfully completed your request, find the outcome below:
  
  Western Union has issued two Good Will concessions to you in the amount of ****** and ****** USD. These concessions were issued to you on 11/07/2022 with the tracking numbers (MTCN):  ************ and ************.You can visit any Western Union agent location in *************, ******** to pick up your funds with this MTCN and a valid government-issued ID. If you cannot claim these funds within 30 days from the aforementioned issued date,you will need to contact us at the number referenced below so that we can issue a new MTCNs.
  * Sender: Western Union Customer Service
  * Receiver: ***************************
  Western Union would like to provide you with a promotional code for a future zero-fee money transfer:
   Q6301-103001905     Expire 1/1/2023
  The code must be entered exactly as displayed; dash included. The promotional code is applicable for our retail locations as well as our Web,Mobile, 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.
  
  We sincerely regret the inconvenience you experienced with the initial handling of your issues.
  
  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
  
  
  

• Initial Complaint

  Date:11/02/2022

  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 have been trying to reach western union about a money order that was fraudulently cashed . The money order was made to my bank and was cashed at a different bank. I have gotten nothing but a run around from western union . The amount was for 300 dollars . I filled out all the right paper work , paid another fee to have a copy of the cashed receipt printed , for them to say I filled out the wrong box . This has been going on since June . I just want this issue resolved so the proper person can be paid.

  Business Response

  Date: 11/07/2022

  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 requesting a refund for cashed MO ************ in the amount of 300.00.
  
  Our records show that after you have 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. We received the required forgery request documents from you dated 10/12/2022 and they were processed on 10/31/2022.
   
  At the time of presentment, a **** 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 ***** 
   
  Western Union will be acting on your behalf to collect the funds from the ***** The final determination will be made by the **** after conducting their internal investigation.
  The average time to resolve a forgery claim is 120 days, and in most cases, the **** will not provide a resolution before the 120 days. Western Union cannot expedite this process since it is fully conducted by the ***** 
  
  If you have any questions or concerns, please contact our Corporate Headquarters at ************ and provide the Western Union Reference #:170495736 to connect with me directly. You may also email us at ************************************************************************************.
  
  Kind Regards,
  
  ****, OP ID #***
  Executive Resolutions Team

• Initial Complaint

  Date:11/02/2022

  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.

  The transaction date was Oct 11th to our mortgage company which they refunded the next day due to us needing to pay a little more on our mortgage account. They started a case against it on Oct 19th and since then they have been giving us the run around about the refund saying it is blocked and then gives us a new tracking number to pick up refund and come to find out its not even letting us pick up because again its blocked and they are investigated which by now its on its second investigation I feel like we are just now getting scammed after about 3 weeks of sending that information we just want to get this refund and go about our day

  Business Response

  Date: 11/03/2022

  Western Union reference number:  *********
  
  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 initiated a Western Union Quick Collect money transfer to LOANCARE SERVICING CENTER   on Oct/11/2022.You further indicate that your money transfer was returned by the ****** and that the funds were returned to Western Union as unpaid. You are requesting assistance in getting a refund.

  
  Our records show that on Oct/11/2022 at 10:51 US Eastern Standard Time you initiated a Quick Collect money transfer in the amount of $ ******** USD to LOANCARE SERVICING CENTER  with the tracking number (MTCN): XXX-XXX-****. On Oct/19/2022 Western Union received a notification from your ****** that the funds were being returned as your payment was not accepted. On Oct/24/2022, a refund for the principal amount in the amount of $ ******** USD, was issued to you with the tracking number (MTCN):  ************.By using the referenced MTCN, you can retrieve your refund from any Western Union agent location in *****, *************.
  
  Western Union has concluded its investigation; however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ************, and provide the Western Union reference #: *********. You may also email us at *************************************************************************************
  
  Sincerely,
  
  Western Union Executive Resolutions Team

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18347227
  
  I am rejecting this response because:we have been trying to get the refund since that time and still they are saying it is blocked and have done so for 4 days each taking 3 hours plus each time we tried but Western union keeps saying it is being investigated and we have to wait even longer to finishthese people are scamming us if we cant get our money back.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/24/2022

  Western Union reference number:  *********
  
  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 initiated a Western Union Quick Collect money transfer to LOANCARE SERVICING CENTER   on Oct/11/2022. You further indicate that your money transfer was returned by the ****** and that the funds were returned to Western Union as unpaid. You are requesting assistance in getting your refund.
  Western Union has investigated this matter.
  Our records show that on Oct/11/2022 at 10:51 US Eastern Standard Time you initiated a Quick Collect money transfer in the amount of $ ******** USD to LOANCARE SERVICING CENTER with the tracking number (MTCN): XXX-XXX-****.
  
  Western Union processed a full refund including charges on Nov/24/2022 in the amount of ******** USD with the tracking number (MTCN) ************. Your refund is available for pickup at any Western Union agent location in *****,*************.
  
  Please visit a Western Union location in *****, ************* with the following details:
  
  * Sender:Western Union Customer Care
  * Receiver: *****************
  *MTCN: ************
  
  *Amount:******** USD
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cannot claim this refund within 30 days from the date it was issued, you will need to contact us at the number referenced below to get a new MTCN.
  We sincerely apologize for the inconvenience you experienced using our services and receiving a refund. We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.  
  
  Western Union has concluded its investigation; however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ************, and provide the Western Union reference #: *********. You may also email us at *************************************************************************************
  
  Sincerely,
  
  Western Union Executive Resolutions Team