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Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

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

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    Customer Complaints Summary

    • 954 total complaints in the last 3 years.
    • 403 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a transfer of $250 through Western Union **** to my brother on 27th September 2024. However, he did not receive the payment for a couple of weeks. After a couple of inquires with **, we were told the ** had a system update that caused the transfer issue for our transfer and many other transfers. Upon reviewing the details, we found that the system update had changes the recipient bank account number. We contacted the recipient bank. They told us that ** must contact them and ask for the account correction. We conveyed that information to **. Ever since then, we have a contacted ** many times. Every time we are told that ** did every thing right. I have attached a copy of their one of the responses.

      Business Response

      Date: 04/04/2025

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

      Hi Muhammad,


      Thank you for your patience while we conducted our investigation regarding your recent money transfer transaction MTCN 6766632094.

      After thoroughly reviewing the details, we have confirmed that this transfer was deposited to the correct account number, as discussed in our last conversation,we followed your advised and compared previous transfers sent to the same person under the ****** ********** / ********** / ********** and all of them displayed to be sent to the same bank account.

      Additionally,the email that you provided does mention that multiple transfers were impacted due to a system issue; however, the email doesnt mention that such system update will change the account number that you entered.  For this reason, we recommend you to contact the beneficiary bank and ask them to refund the funds back to ** so we can provide you with a refund, but without a rejection from the beneficiary bank Western Union cannot do a refund.

      We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.


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

      Thanks for being a valued Western Union customer.

      Sincerely,
      ***** G
      Executive Resolutions Team

      Customer Answer

      Date: 04/12/2025

       

      The issue is not resolved.  The mtcn #s mentioned in the  Western Union email do not show up on my western union home page.  My home pages shows transactions for last three years.  The mtcn # mentioned in ** email are either very old or related to money transfer by other people.  I did contact ****** union about that.  However, they did not respond back.

       

      I have attached a copy of my emails.

      Business Response

      Date: 04/16/2025

      Hi ******** *****,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office.

      Please note that upon reviewing the previous transactions shared with you please note that these transactions were unsuccessful transactions meaning that those could not be completed.

      Upon reviewing the previous successful transaction was MTCN: **********.

      We apologize for the previous information shared.

      Please note that the transaction was self-recorded, and as previously mentioned the recall of funds is not possible. Western Union Terms & Conditions state that for transactions to a bank account or to a mobile phone, Western Union will transfer the funds to the account identified/provided 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.

      At *****************************************, we take every matter seriously to improve your experience with our services.

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



      Sincerely,
       
      ******* C
      Executive Resolutions Team

      Customer Answer

      Date: 04/28/2025

      Hi *****,

       

      Once again, you dont address the real questions. 

       

      Yes, the transaction was self-recorded.  However, you software changed  the recipients account #.  All our transactions in last three years have been to the same account #.  We did not change the recipients profile.

       

      Your initial response admitted that ** had issues during the software update.

       

      You then changed the story and said that there had been three transactions to this new incorrect account # in the  past.  When I challenged it, you changed you response and said the two of those transactions were unsuccessful and only one was good.  I told  you that I do not see any of those transaction in my history and requested to send me a copy.

       

      Blaming the customer seems to be the easy way for you.  I kindly request you to either credit us the amount $250.00 or contact the receiving bank and ask them to transfer the money to the right account.

       

      Sincerely,

       

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

       

      Business Response

      Date: 05/13/2025

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

      Hi Muhammad,

      I hope you are doing well, 

      Please note that we have finished our thorough investigation. Since the transaction has more than six months of being completed, the details we could gather were scarce, however, we can confirm that no apparent issue affected the transaction, and it was successfully completed on our end.

      It is important to mention that our Terms & Conditions state that for transactions to a bank account or to a mobile phone, Western Union will transfer the funds to the account identified/provided 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.

      We truly apologize for the inconveniences and thank you for your patience while we investigated this matter.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* 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:03/26/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I sent a transfer of CAD $347.50 (***** THB) using ****** Union, their tracking MTCN# ***-229-0926. The transaction was on Feb/20/2025, their system showing the funds was deposited on Feb/26/2025. But my recipient claimed money never received. I called them several times to follow-up and request a cancel of this transaction. They escalate the issue on Mar/05/2025, and their escalation number is *********. And it's already been a month, there is still no update. And they don't have a *** to resolve this issue. Thus, I need BBB's help to follow up this issue and get my funds back. Thanks!

      Business Response

      Date: 04/04/2025

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

      Hi Peng,

      Thank you for your patience while we conducted our investigation regarding your recent money transfer transaction MTCN 0422290926.

      After thoroughly reviewing the details, we have confirmed that your transaction has been successfully deposited to your payees account on 02/21/25. Our processor bank has informed that the deposit has not been rejected by the beneficiary.

      If your payee continues to indicate that they have not received the funds of this transfer,please assist us by providing your payees official bank statement in which is shown that funds have not been delivered. This document should contain name,logo or companys credentials, letterhead, stamps, etc. from the issuing company/institution and issued no more than 3 months with visible banking details and the respective transaction history for the following 7 business days after interaction process date.

      Please find attached the payment confirmation letter.

      We understand this may be disappointing, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

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

      Thanks for being a valued Western Union customer.

      Sincerely,
      ***** G
      Executive Resolutions Team



       

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a Western Union money transfer on 2025-03-25 with mtcn 120 097 1063 which was supposed to deliver to the receiver bank account. It's past 24 hrs and the money is still haven't delivered to the receiver bank account and ** wouldn't tell me why.I want the money deliver to the bank account or make it available for pickup at the store to the receiver.

      Business Response

      Date: 03/29/2025

      Reference number: 324758308

      Hi ****,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 03-27-2025. In your claim, you mentioned that your funds have not been delivered to your intended receiver's bank account.

      After verifying the transaction, at this time, the transaction could not go through due to it was rejected. The refund process started on 03/28/2025 for the full amount to the account you used to fund the transaction. Please know that it may take up to 7 business days to show in your account. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.

      While we understand it may not be the answer you were hoping for, we have performed a review of the information available to us and were unable to complete your money transfer.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 324758308 to connect with me directly.

      Thanks for being a valued Western Union customer.

      ***** J

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

      Customer Answer

      Date: 03/29/2025

       
      Complaint: 23117223

      I am rejecting this response because: You claim my transaction was rejected, i mean rejected by who? ** or the receiver's bank? you also claim after reveiwing the information given to you, what information you talking about? because all of my info were accurate, do you mean the receiver's info? 

      Sincerely,

      **** ******

      Business Response

      Date: 04/08/2025

      Reference number: 326854420
       
      Hi ****,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on April 4, 2025. In your claim, you mentioned that you are disputing the initial response that was provided to you about your money transfer that was rejected, and you would like to know the exact reason for rejection.

      Unfortunately, I couldnt reach you at the phone number you provided.

      We understand the importance of transparent communication and we value your feedback and are committed to improving our processes to better serve you in the future.

       The outcome of the investigation shows that your money transfer was rejected due to technical issue system outage on payout partner side (beneficiary bank).

      We know how important it is when you choose to send money with us. As a thank you, we want to offer you two promotional codes for zero-fee money transfers.

      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 started, as it cannot be applied after the transfer has been completed.

      At Western Union, we take every matter seriously to improve your experience with our services.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 326854420 to connect with me directly.

      Thanks for being a valued Western Union customer.

      Happiness O.

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

    • Initial Complaint

      Date:03/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Western Union will not fix the problem to pay my utility bill. They sent it to the wrong place and will not let me talk to a supervisor over the supervisor. I have called at least 5 times. It's always the same but they admitted they sent it to the wrong place. I have it recorded but they won't help. My electric bill is over a month and half late. I have been told my electricity will be cut off in March 31st. Please help me. My electric company's name is TOWN OF **************** and they sent it to some CITY OF *************. I don't know where it is. They won't tell me and yes I am very upset. And they hung up on me on March 25th and I had to go through it all again. I was upset and crying. I talked with only foreigners and they would not connect me with anyone else. My utility account number is ********** at TOWN OF **************** ************. MY CASE NUMBER IS ON THE PAPERWORK WITH TWO DIFFERENT CASE NUMBERS. IT IS WESTERN UNION. THANK YOU ****** C ****** 3/25/2025.

      Business Response

      Date: 03/29/2025

      Reference number: 324757330

      Hi ******,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 03/28/2025. In your claim, you mentioned that you sent a transaction to a ****** and the details were incorrectly selected by the agent and you would like to have a refund.

      Weve fully refunded your money transfer and fees, totaling 185.43 USD on 03/26/******** can pick up the money at an agent location in **, *** using your government-issued ID and the tracking number (MTCN) 103-751-0637.

      We truly apologize for the inconvenience this may have caused as we understand this is a serious and urgent matter. Please know that you can reach us at any time if you need additional assistance, we will be glad to help.

      If you have any questions or concerns,please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 324757330 to connect with me directly.


      Thanks for being a valued Western Union customer.


      ***** J


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

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for a money order that was stolen and cashed by another individual besides myself. I reached out to western union at which they promised a return of funds. It's been a year and I have still not received a refund for the stolen, modified and cashed money ordered. Date of purchase 3-02-2024. Western union requested that I file a police report, which I promptly did.

      Business Response

      Date: 03/27/2025

      Hi ***** ****,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Please note that after checking the information for the interactions that you had with the **************** Representatives, no promised refund was provided, unfortunately and since the Money Order had been already cashed and it was cashed more than 1 year ago, we cannot complete the refund of the Money Order.

      We sincerely apologize for the inconvenience and frustration caused by this situation.

      At Western Union, we take every matter seriously to improve your experience with our services.

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


      Sincerely,
       
      ******* C
      Executive Resolutions Team

      Customer Answer

      Date: 04/07/2025

      Per our phone conversation on Friday, I'm sending you this email regarding the dispute that I have with western union not wanting to give me back my money.  They say it's been over a year that the money order was cashed, but I've been disputing this forgery since June 4, 2024.  I have attached the money order they wanted me to send them to start the process.  

      Let me know what else we can do.

      Thank you, 

      Ms. ***** ****

      Business Response

      Date: 04/12/2025

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

      Hi *****,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 4/10/2025. In your claim, you mentioned that you need assistance with the refund of the money order: ***********.

      Please let me know your preferred time for a call or if you prefer a different contact method.

      Thank you for your patience while we conducted our investigation regarding your recent money order.

      After thoroughly reviewing the details, we have confirmed that the money order as we have previously explained is no longer able to be disputed with the Bank of First deposit, because the forgery claim must be presented within one year from the encashment date, and this money order was cashed on 2024-03-11;  in your BBB rebuttal you indicate that you started this claim since June 4th, 2024; however, by this date there was already more than 1 year from the encashment date.

      We understand this may be disappointing since it is not the response you are looking for, but please know that we are committed to ensuring transparency and accuracy in all our transactions. If you have any further questions or require additional assistance, please feel free to contact us.

      At Western Union, we take every matter seriously to improve your experience with our services.

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

      Thanks for being a valued Western Union customer.
      Sincerely,
      ***** G
      Executive Resolutions Team

      Customer Answer

      Date: 04/22/2025

       I received a letter from BBB stating that my complaint has been closed.  I want to let you know that Western Union hasn't responded to me.  I have made several attempts to get a hold of them with no response. So, I would like my complaint not to be closed.  What are my options at this time. Let me know as soon as possible.  

      Business Response

      Date: 05/03/2025

      Reference number: 332187389

      Hi *****,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services. 

      After reviewing the details of your claim and the information you provided, weve confirmed that money order *********** was cashed since MAR-*******. Unfortunately, this means we are unable to issue a refund.

      Our records indicate that we received the Forgery Claims from your side first on OCT-7-2024; however, our Money Order processing team returned the forms to you on OCT-******* because the necessary statements were not marked and thus the form was incomplete.

      On NOV-******* we received another form from you, but it was sent back again on NOV-******* due to the same reason, as it was incomplete because the necessary statements were not marked.

      On JAN-****** we received another set of forms from you, but the forms presented the same incomplete information since the necessary statements had not been marked. The forms were returned to you on JAN-******* providing instructions. No further documentation was received after this.

      Please keep in mind that forgery claims must be accurately completed and submitted within ****************************************** official check was paid. The forgery process can no longer be initiated as it is already passed the provided timeframe.

      Additionally, you mentioned that you spoke with several of our customer service representatives who promised you a refund would be provided; however, please note that after checking the information for the interactions that you had with the **************** Representatives, we were unable to find any evidence of the refund being promised.

      We understand this may not be the outcome you were hoping for, and were sorry for any inconvenience.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 332187389 to connect with us directly.

      Thanks for being a valued Western Union customer.

      Sincerely,
       
      ***** J
      Executive Resolutions Team

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

    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To clarify I am a resident of NV and have a business in CT.I was scammed by a company pretending to be the State of CT requesting renewal fees. I have attached the copy of what sent to Western Union. I have been scammed and Western Union is not providing me with information regarding who cashed it and to get my money back. I will be filling criminal charges regarding this fraud and I need Western Union to cooperate. This is your obligation to provide that information to me and refund my money.

      Business Response

      Date: 03/24/2025

      Hi ****** ******,
       
      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.


      Im one of the Executive Resolutions team experts at Western Union who is handling your claim that was addressed to our corporate office from BBB.

      As mentioned over the phone, please note that we have completed the refund of the Money Order under new MTCN shared via phone and email.

      This new MTCN is currently available for collection at a Western Union location in **/US

      If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

      Sender:Western Union Customer Care
      Receiver:****** ******


      At Western Union, we take every matter seriously to improve your experience with our services.
       
      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.



      Sincerely,
       
      ******* C
      Executive Resolutions Team

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i purchased m/o on jan 27 2025 @ krogers #*** , i kept most info (pics). i sent back to western union address on back of money over ***************************************************** to western union. i called 2 stories ...1 there is none i have the m/o and receipt purchased from krogers.2. let me double check. mortified i know these folk you all you as well. usa knows all this corruption knowing usa.j say the money order has not been cashed , so how would she know that???? so i asked where is the money in mail ? she wants me to go online i refused i already did by mail. but she keeps trying to push me online. then these people keep telling me to wait for how long? jan and feb already gone now its march 20 2025. i asked where is money order if it had not been cashed ? if you know this then you where my monies are. if something went wrong i should have been informed before now . its one year on money order i just purchased.i want my money order , and why are these people trying to get over on older people???? thats all i see even the leaders of a corrupt government is stealing from 90% poor in ******* and God only knows why this ia allowed. embarrassed ashamed but dont care. 1% ??????? ft 2%.... ft2%......MORTIFIED

      Business Response

      Date: 03/26/2025

      Western Union - Reference number: *********

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

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
      Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Mar-2025. In your claim, you mentioned that you have requested a refund for your money order for ****** USD and have not received your refund. You are requesting assistance to acquire your refund.

      Kindly note that we attempted to call you at the telephone number provided and received a message that your voice mailbox has not been set up and we could not leave a message. Or attempts to acquire the previously submitted forms and Proof of Purchase via email also were unsuccessful.

      We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:

      The completed request form
      Proof of Purchase

      Once the requested completed request form and POP are received,we can proceed to address your concerns.

      If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

      Thank you for being a valued Western Union customer.

      Ako T


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

      Customer Answer

      Date: 03/27/2025

       
      Complaint: 23091410

      I am rejecting this response because:they saidcmoney order cashed but hasn't been. I do not want to gobonlin

      Sincerely,

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

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Resolved
      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 Western Union Support Team,I have been unable to complete any online transfers through Western Union for over a month, since February 15, 2025, due to a persistent and unexplained error (C2002) that prevents transactions from being processed (screenshot attached).I have been a Western Union customer since 2023 and have regularly sent money to my son for his schooling without issueuntil last month. Now, every time I attempt a transfer, I receive the following message:"We're sorry, we couldn't complete the transfer because we couldn't verify your payment. We recommend contacting your bank or trying a different payment method. Reference code: C2002."Initially, I assumed this was a temporary issue and tried using a different payment method, but the error persisted. I then contacted my bank, but they had no knowledge of this error and found no issues on their end. Over the past several weeks, I have tried multiple payment methods, different browsers, and various devices, yet I continue to receive the same error message.I have reached out to Western Union support multiple times, but I have yet to receive a clear explanation or a resolution. At this point, I am urgently requesting that Western Union:1. Clearly identify and explain the meaning of error code C2002 in relation to my account.2. Resolve whatever issue is causing my transactions to be blocked, as it appears something has been flagged or is malfunctioning.3. Restore my ability to send money to my son as I have done previously.I would appreciate prompt assistance in resolving this matter, as this issue has caused significant inconvenience. Please provide an update as soon as ************* regards,**** ********

      Business Response

      Date: 03/26/2025

      Reference number: *********
       
      Hi Shiv,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on March 19, 2025. In your claim, you mentioned that you have been unable to complete any money transfer since February 15, 2025, due to error C2002. You have tried different payment methods, browsers and various devices and the error persists. You contacted Western Union support multiple times, unfortunately you have not been provided with a clear explanation. You would like the issue to be resolved, an explanation of the error code C2002, and your account to be restored.

      We appreciate your patience and the information that you provided while we investigated your case.

      Based on the investigation completed by our compliance team, weve decided to no longer offer services to you.

      While we understand this may not be the answer you were hoping for, weve reviewed all of the available information, and our original decision remains in place.

      Were sorry for the inconvenience and thank you for your understanding.

      At Western Union, we take every matter seriously to improve your experience with our services.

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

      Thanks for being a valued Western Union customer.

      Happiness O.

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


      Customer Answer

      Date: 03/26/2025

       
      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,

      Shiv Aggarwal

    • Initial Complaint

      Date:03/14/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/16/25 I purchased three money orders from Western Union. I deposited all three into my **** account through their app on my phone. Two of money orders cleared and posted to my account but not money order # **-6**554365 for $1000. I then tried to deposit that same money order in my Navy Federal account through the app on my phone but it wouldnt accept it and said I needed to go into a branch to deposit it. I did go to the branch and deposited the money order and the full funds were made available in my account. I then transferred funds from my Navy Federal account to my **** account. After that I received notification that the money order did not clear and the $1000 was deducted from my Navy Federal account which caused me to be overdrawn on my Navy Federal checking account and I was charged an overdraft fee ($33.53) I am hoping an investigation can be done to find out what why the money order didnt clear and this can all be resolved and the $1000 will be credited to my account and the overdraft fee will be waived.I was told I needed to initiate an investigation through Western Union, which I did. I mailed all requested documentation to Western Union in addition to a $15 check to start the investigation. I sent it registered mail on 1/7/25 and it was received 1/8/25 by Western Union. The check was cashed but I have received no notification from Western Union. I was told it would be 6-8 weeks before a decision was reached, and it has been 9 weeks now and I have received zero correspondence from Western Union. I am seeking a refund for my $1000 that I paid for a money order but wasnt able to cash.

      Business Response

      Date: 03/18/2025

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

      Hi *******,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on March 14, 2025. In your claim, you mentioned that you purchased three money orders, you were able to deposit two out of the three money orders. However, your money order 19-619554365 was deposited later, which you received a notification that the money order was not cleared. You have contacted Western Union, provided all the required documents and you have received an update on your refund request.

      I know it must have been frustrating for you waiting for the refund of your money order.

      As a result, our ************************** confirmed the below money order has been paid.

      Money order number(s):

      19619554365 totaling ******** US DOLLAR(***-US-USD) was paid on December 17, 2024. Bank Sequence Number: 008372930482.

      After this money order was cashed on December 17, 2024, our ************************** confirmed that the money order was attempted to be cashed again by Navy Federal Credit Union on December 18, 2024. The duplicate attempt was rejected under the Bank Sequence Number: 008373250488.

      Please know that because the money order was already paid on December 17, 2024, we cant issue a refund. In addition, we have attached a copy of the original money order research response letter and a copy of the money order that was presented for payment. Your bank should be able to trace the initial payment of the item via the Bank Sequence Number referenced for the paid item. (Please check your email for these documents)

      Thank you for your understanding.

      At Western Union, we take every matter seriously to improve your experience with our services.

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

      Thanks for being a valued Western Union customer.

      Happiness O.

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

      Customer Answer

      Date: 03/26/2025

      I appreciate your time and effort in handling my complaint. I wanted to confirm that the issue has been resolved. Thank you for your assistance and support throughout the process.

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      8/31/24 $955.00 money order $30.00 fees photocopy cashed money order Stolen from legends oaks gated apartments rent box Refund still not issued and been 7 months and i sent copies of original receipt ***********

      Business Response

      Date: 03/19/2025

      Western Union - Reference number: *********

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

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in Mar-2025. In your claim, you mentioned that your money order was stolen from ****************** Apartments rent box and you requested a refund. It has been 7 months, and you have still not received your funds.

      We apologize, however, since the money order was honored and paid, there are no refunds available. We have provided you with the copy of the cashed item.

      Kindly note that Western Union has attempted to acquire the completed Forgery Affidavit several times to further assist you and the form has not been submitted.

      Please note that if any part of the front of the money order(s) have been changed/altered, they would qualify for the forgery process. If it is not changed/altered, it would not qualify for this process.

      Alteration and forgery claims are ultimately the responsibility of the ********************* (****). As a courtesy, Western Union is willing to act on your behalf to collect the funds from the ****. Western Union does not guarantee that payment will be recovered from the **** as the **** will make the final determination after conducting its review.

      If you think your money order(s) qualifies for a forgery claim, please do the following:

      Download the Purchasers Affidavit

      Complete the forms and return the original Affidavit(s) to:

      Western Union ************************
      PO Box 6033, Mail Stop: M13-M
      *******************

      Or attach the completed forms in a reply to the previously encrypted email sent to you and we would be glad to forward the completed forms to the forgery department.

      Please note: Complete a separate affidavit form for each Money Order and notarization is no longer required. For forgery claims, you dont need to pay any fees.

      We apologize; however, per banking regulations, Western Union only has one year from the date of encashment to submit forgery documents to the ************* Deposit on a consumers behalf. In this case, the document needs to be submitted by 29-Aug-2025 due to processing time.

      If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

      Thank you for being a valued Western Union customer.

      Ako T


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

      Customer Answer

      Date: 03/28/2025

      Western Union has been saying  they have not received documents confirming my purchase or non authorization of altered money order which ive sent several times . Now i have to send documents again in order them grant me my refund . Also spoke to a fraud associate who bluntly said they refuse to refund and blamed me like i was the criminal . im the victim so i find there handling of my situation unlawful and the only regret i have was buying the money order from them . I will continue to fight for my refund 

      Customer Answer

      Date: 04/05/2025

      so i tried to post this on BBB and on CFD and i could not so if u could help me with posting just the important parts because Im not Tech Sabi I would highly appreciate because these are all the emails that Western Union has sent me and Ive sent them the attached documents and theyre saying they never received it so please post it so that I could get my word across because Im so sick of them for not refunding me my thousand dollars and Im hoping it helps someone else not have to go through losing money and them treating me as the criminal instead of being the victim, Im very disappointed 

      Sent from my iPhone


      Begin forwarded message:

      From: **********************************************************************************************************************************************************************************************
      Date: March 27, 2025 at 4:11:33       PM CDT
      To: **********************************************************************
      Subject: Western Union Reference number *********    [ ref:!00D150F40r.!5006O02Txvex:ref ]



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


      Hello *********,

      Thank you for contacting Western Union.

      Western Union values your privacy, and the email you received is our way to make sure that only the intended receiver can open it. This way, you can also send sensitive information back to us.

      Please follow the instructions below to open the message sent to you on 3/27/2025 through the Western Union Mail Encryption Gateway.

      For first-time users:
       

      1. Click on the Click here link to proceed with the registration process. ************

       

       

      1. Fill out all the required fields.************



       

      1. Click Continue to display the encrypted email content.************

       

      1. Follow the instructions provided in the email to complete your request.************

       
      Please check your inbox for an email with a system-generated password link. If you cannot see the email in your inbox, please check other folders such as Spam, Bulk, or Trash.

      For registered users: Type in the password that you have used during the registration process.

      If you forgot your password, click on the Forgot Password link to recover it:


       
      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 190917484 to connect with me directly.


      Sincerely,

      ****** B
      Global Complaints



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




      --------------- Original Message ---------------
      From: ********************************************************************************************************************************************************************************************** [**********************************************************************************************************************************]
      Sent: 3/27/2025 4:05 PM
      To: **********************************************************************
      Subject: RE: [Encrypt] Western Union Reference number ********* [ ref:!00D150F40r.!5006O02Txvex:ref ]



      Hi *********,

      We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:

          If you still need our help, please complete the attached documentation and send it to the email address below.

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

      Thanks for working with us on this.

      ****** B
      Executive Resolutions Team
      undefined
      Please read our Privacy Statement to find out how we process your personal data.



      --------------- Original Message ---------------
      From: ********************************************************************************************************************************************************************************************** [**********************************************************************************************************************************]
      Sent: 3/26/2025 3:24 PM
      To: **********************************************************************
      Subject: RE: [Encrypt] Western Union Reference number ********* [ ref:!00D150F40r.!5006O02Txvex:ref ]


      *********

      March 26, 2025.

      Hi *********,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services. 
      Im one of the Executive Resolutions team experts at Western Union who is handling your claim from Dec 31, 2024, where you mentioned that you purchased a money order that did not arrive at its intended destination. As a result, you submitted a  request for refund but havent received a response

      Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.

      At Western Union, we take every matter seriously to improve your experience with our services.

      We need some additional information to address your refund request. We sent you emails at the address provided in your complaint, but we havent heard back from you with the information we need. 

      If you still need our help, please complete the attached documentation and send it to the email address below.

      We kindly ask you to provide this information within the next 24 hours or at your earliest convenience. This will allow us to expedite the resolution process and ensure that all matters are promptly addressed to your satisfaction.

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

      Thanks for being a valued Western Union customer.

      ****** B
      Executive Resolutions Team
      undefined



      --------------- Original Message ---------------
      From: ********************************************************************************************************************************************************************************************** [**********************************************************************************************************************************]
      Sent: 1/2/2025 4:06 PM
      To: **********************************************************************
      Subject: RE: [Encrypt] Western Union Reference number ********* [ ref:!00D150F40r.!5006O02Txvex:ref ]


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

      January 02, 2024

       
      Hi *********,

      We appreciate your business and are truly sorry for the experience you had with your money order. 
      Im one of the Executive Resolutions team experts at Western Union who reviewed your claim from December 31, 2024, where you mentioned that you purchased a money order that did not arrive at its intended destination. As a result, you submitted a money order research request but havent received a response. 

      Our records show that there was One money order in question that was presented for payment and cashed. The following money order was investigated by Western Union:

      Money order number:    Amount:
      22070063490                   $1000.00 (USD)

      Our records indicate that we received your original money order research inquiry via email on August 31, 2024, and the completed forms were forwarded to our teams for processing on August 31, 2024. Western Union processed your money order copy request on January 02, 2024. We have attached a copy of the money order for your reference.

      If you consider this Money Orders to show any alteration on it, you may qualify for a forgery scenario.  To start the process, please fill out and sign the attached forgery affidavit form (see attached). There is no need to notarize the form. Please note that it is one form per Money Order. Additionally, please send a signed forgery acceptance letter to the Western Union ********************************************* through the communication channels provided by me.
       
      Once youve sent back the completed forgery affidavit and acceptance letter, along with any relevant documents such as police report or a copy of the unaltered money order (if available), we will forward your claim to the Western Union ******************* The Western Union ****************** will then coordinate with the ********************* (****).
       
      At the time of presentation, the **** must check that the money order has not been tampered with or altered 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 their internal investigation
       
      Please allow 30 days from the date you return the Forgery affidavit before making any inquiries. The average time to resolve a forgery claim is ***** business days from the date that the documentation is accepted and approved. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.

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

      Thanks for being a valued Western Union customer.

      ****** B
      Executive Resolutions Team
      undefined
      Please read our Privacy Statement to find out how we process your personal data.

      --------------- Original Message ---------------
      From: ********************************************************************************************************************************************************************************************** [**********************************************************************************************************************************]
      Sent: 1/2/2025 4:03 PM
      To: **********************************************************************
      Subject: [Encrypt] Western Union Reference number ********* [ ref:!00D150F40r.!5006O02Txvex:ref ]


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

      January 02, 2024

       
      Hi *********,

      We appreciate your business and are truly sorry for the experience you had with your money order. 
      Im one of the Executive Resolutions team experts at Western Union who reviewed your claim from December 31, 2024, where you mentioned that you purchased a money order that did not arrive at its intended destination. As a result, you submitted a money order research request but havent received a response. 

      Our records show that there was One money order in question that was presented for payment and cashed. The following money order was investigated by Western Union:

      Money order number:    Amount:
      22070063490               $1000.00 (USD)

      Our records indicate that we received your original money order research inquiry via email on August 31, 2024, and the completed forms were forwarded to our teams for processing on August 31, 2024. Western Union processed your money order copy request on January 02, 2024. We have attached a copy of the money order for your reference.

      If you consider this Money Orders to show any alteration on it, you may qualify for a forgery scenario.  To start the process, please fill out and sign the attached forgery affidavit form (see attached). There is no need to notarize the form. Please note that it is one form per Money Order. Additionally, please send a signed forgery acceptance letter to the Western Union ********************************************* through the communication channels provided by me.
       
      Once youve sent back the completed forgery affidavit and acceptance letter, along with any relevant documents such as police report or a copy of the unaltered money order (if available), we will forward your claim to the Western Union ******************* The Western Union ****************** will then coordinate with the ********************* (****).
       
      At the time of presentation, the **** must check that the money order has not been tampered with or altered 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 their internal investigation
       
      Please allow 30 days from the date you return the Forgery affidavit before making any inquiries. The average time to resolve a forgery claim is ***** business days from the date that the documentation is accepted and approved. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the ****.

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

      Thanks for being a valued Western Union customer.

      ****** B
      Executive Resolutions Team
      undefined
      Please read our Privacy Statement to find out how we process your personal data.
       

      ref:!00D150F40r.!5006O02Txvex:ref
       
       
       

      The information transmitted, including any content in this communication is confidential, is intended only for the use of the intended recipient and is the property of The Western Union Company or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the Western Union sender immediately by replying to this message and delete the original message

      Customer Answer

      Date: 04/08/2025

      Please see attached. 

      Business Response

      Date: 04/16/2025

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



      Hi *********,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 04/14/2025 submitted through the Better Business Bureau (BBB) where you mentioned that you need assistance with your Money Order forgery claim.

      Please note that we forwarded your claim to the Western Union Forgery department,and they have confirmed that they have initiated the forgery claim with the Bank of First Deposit (BOFD).

      At the time of presentation, the **** must check that the money order has not been tampered with or altered and that all signatures are authentic and original. Western Union does not guarantee that the payment will be recovered from the BOFD.

      Western Union will act on your behalf to collect the funds from the ****. The **** will make the final determination after conducting their internal investigation.

      Please allow 30 days from this date before making any inquiries. The average time to resolve a forgery claim is ***** business days from the date that the documentation is accepted and approved. Unfortunately, Western Union is unable to expedite this process as it is entirely conducted by the BOFD.

      We sincerely appreciate your patience and cooperation in resolving this matter.


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

      Thanks for being a valued Western Union customer.

      Sincerely,


      ****** *.
      Executive Resolutions Team


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

      Customer Answer

      Date: 05/19/2025

      Im pleased to announce Western Union finally sent me a refund check for ****** on May 1 2025  . With this being said i do have to wait 7 days for it to clear but ive been waiting since September of 2024 so a week more will not break me . I appreciate all your help in this process and have a wonderful day .        

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