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

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

• 

  Western Union

  4251 Oceanside Blvd Oceanside, CA 92054

• 

  Western Union

  7109 Broadway Lemon Grove, CA 91945

• 

  The Western Union Company (Headquarters)

  Urbanizacion El Valle Lajas Lajas, PR 00667

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:11/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey guys,This pretty much sums up what has happened in the last two weeks regarding this issue.I purchased a $250 money order from the ******* Supercenter in ********** only to have my wife immediately drop it and lose it in the parking lot. As unfortunate as this was, we were immediately (next day upon realizing its absence) able to call Western Union and have a stop payment placed on the check.For the last two weeks (October 17th - Present Day) I have filled out the necessary refund request documents and have submitted receipts of both the original money order as well as the ******* purchase receipt, of which I still have copies of both.The operators for western Union, absolutely no offense implied, do not speak English and have been extraordinarily difficult to communicate with. They keep referring me to the refund request site which I have already filled out and have been unable to give me a straight answer on when I can get my money back.My name is *******************************, I am the purchaser, and I just need help getting my money back as this company has made this archaic process more troublesome than I would assume its supposed to be.Thank you guys so much for your time and attention on this matter. I just want my money back.************************************** ************** ****************** Money Order # ************ Purchased at ******* Supercenter ***********************************************************************

  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 xxxxxxx6967, xxxxxxx6969, xxxxxxx6970 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 xxxxxxx6968, please note that this money order was paid. We have sent you the copy of the cashed item via separate email. 

  
  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
   

  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18342894
  
  I am rejecting this response because:
  
  this response was to a person named Traquell H.?  Is this some sort of scam?  My name is *******************************, this is absolutely ridiculous.  Did anyone read my email or in the information attached?

   

  My next step is to hire an attorney and take legal action against Western Union for fraud and ***** larceny.

   

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

  Business Response

  Date: 11/18/2022

  Western Union reference number: *********
  
  Dear *******************************,  

  
  We are writing in response to the rebuttal of a complaint received from you through the Better Business Bureau (BBB) portal. In your rebuttal, you indicate that you received a resolution relating to another person. You are expressing dissatisfaction and indicate that you will be moving forward with legal action.

  
  Please accept our apologies for the letter you received addressed to another customer; we are working with our internal partners to resolve this matter.

  
  Our records reflect that on 11/08/2022, Western Union spoke to you regarding Money Order 22-015512416,in the amount of $251.00, for which you were initially requesting a refund. We then informed you that a refund would be issued to you via a Money Transfer Control Number (MTCN). An email was subsequently sent to you to email address ******************* where we confirm the refund details.  

  
  On the same day, the refund of the Money Order was collected via (MTCN) XXX-XXX-****. This transaction was collected by you on the same day from an agent location in ********** *******.

  
  Thank you for bringing this matter to our attention and again, sincerely apologize for the inconvenience you experienced using our services.  

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

  
  

  Customer Answer

  Date: 11/22/2022

   
  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.
  

  ***** at ** corporate was very kind to me and immediately refunded my money order in full.  I appreciate the BBB so very much.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/29/2022

  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.

  Hello,I'm writing this complaint in regards to a fraud case that I filed: #*********. On 10/21, I sent three separate money transfers ******************-679-0181 & 063-796-5421) to the same reciever, all of which had three separate security questions and answers. The transaction was meant to be for purchasing a computer off craiglist, where the seller would not be able to recieve the funds until I reiceved the computer in the mail and then i would release the security info for all three transfers. About an hour after initating the transfer, the money was strangely recieved buy the "seller", although I never authorized the transaction by providing the security info. This means, all three of these transaction where released to the reciever by a western union employee. Needless to say, but the computer obviously never arrived. How can Western Union be trusted for "secure payments" when things like this are still occuring?

  Business Response

  Date: 11/04/2022

  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 are a victim of fraud. 

  
  
  Western Union has investigated your concerns. Our records show that in October 2022, you sent 3 money transfers from ***************** totaling ****** USD to a receiver located in *****************. 

  
   
  MTCN: ************ 

  On 21-OCT-2022 at 13:35 Eastern Standard Time, you initiated a transfer for ****** ** DOLLAR to TUMMUS BARQUIS in *****************.
   
  Based on our investigation this transaction is eligible for a refund please email the Police Report/Affidavit or consumer fraud affidavit with MTCN: ************ and CASE# ********* to **************************************************** or fax number **************.

  
  
  
  MTCN: 063-796-5421   

  On 21-OCT-2022 13:34 Eastern Standard Time, you initiated a transfer for ****** ** DOLLAR to TUMMUS BARQUIS in *****************.
   
  On 21-OCT-2022 15:09 Eastern Standard Time, a person with identification bearing the name of TUMMUS BARQUIS 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.  The amount paid was ****** ** DOLLAR.

  
  
  MTCN: ************   
   
  On 21-OCT-2022 13:36 Eastern Standard Time, you initiated a transfer for ****** ** DOLLAR to TUMMUS BARQUIS in *****************.
   
  On 21-OCT-2022 15:13 Eastern Standard Time, a person with identification bearing the name of  TUMMUS BARQUIS 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.  The amount paid was ****** ** DOLLAR.

  
   
  Based on the results of our investigation, 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) or test question if eligible 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. 
   
  

  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, fraud reports were filed by you with Western Union on 10/22/2022, fraud case numbers ********* (refund eligible), *********, and 169520818.
   
  Due to consumer protection and privacy laws, we are unable to release additional information regarding the receiver and the paying agent details without a validly issued and served subpoena.  Western Union is willing to assist law enforcement with their investigation. 
   
  The above request can be submitted to law enforcement via the following channels:
   
  Western Union ********* Services, Inc. 
  Custodian of Records 
  Legal HQ 8 
  7001 *************** 
  ******, ** 80237
  
  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:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money through western union on Oct 19 2022 @ a ******* in my area the woman put in all my information that she asked for me to provide. She insisted shes done this before. Come to find out she sends my money to ****************** with an account number they do not have. Because I do not have account with chase. ***** was able to steal ******* from western union with just their name not because I had an account with them just the name! I was told by WesternUnion Oct 20, 2022 that I would have to wait for chase to refund my money. Now that chase has approved my refund on the 26th of October 2022 around 2:57 pm eastern standard time Im still waiting on WesternUnion and it is now Oct 26,2022 4:22pm east I call every hour and find out more and more. I was told there is no way to get hold of the back up team, no email for them (until I spoke to someone that gave me an email) reads as follows ************************************************************* The representatives that I have spoken to tell me the same thing over and over again. They can only read the same thing over to me . Now my question is how can anyone trust their money is safe if all you need is a name and none valid account number and ******************************************* lets it go right through no problem. But I have proof its my money and I sent it and its taken 8 days so far and no money back to me yet? Im very confused and this is time sensitive !!! Case # *********

  Business Response

  Date: 11/02/2022

  Dear *************************
  Western Union is writing in response to the complaint received through the Better Business Bureau. In the complaint you indicate that the Quick Collect transaction made on October 19, 2022, was sent to the incorrect account number and you are requesting a refund of the funds.
  Western Union has investigated this matter. Our records confirm that the funds were returned to Western Union and a refund of the funds was provided to you under MTCN xxx-xxx-****, which our records reflect as collected on November 1, 2022.
  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 #: ********* to be connected to me directly. You may also email us at ************************************************************************************.
  
  Sincerely,
  
  ********************* 912
  Executive Resolutions Team
  
  

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Western Union money order in the amount of $50.00 from a Food Lion on *************** in **********, **. I kept the receipt / stub. I had intended it for a friend but they declined to receive it so I sought to cash it myself at the place where I purchased it, the local Food Lion. Food Lion said they could not cash it; they are not authorized by Western Union to use it as legal tender (!!!). That was the first indication that these money orders are not legit. The Food Lion clerk said to take it to my bank and they would cash it. So, I did take it to the ***** Fargo on ************ near the Publix. They tried to deposit it but said they needed the stub because one number was difficult to read because it was on a fold. I provided the stub and the clerk at the ***** Fargo cashed the check by depositing it into my account. Then, I received notification in the mail that the money order was rejected but that the printed check from ***** Fargo (that I also received in the mail and is attached here) is legal tender. The letter said to "Return to Maker" which would be the Food Lion Western Union agent where I purchased it. Food Lion said they could not help me since they are not authorized by Western Union to do anything other than sell the checks(!!!). So, essentially, Western Union does not back up its vendors!!!! The Food Lion clerk gave me the number for ***************** for Western Union which declined to connect me with a service representative but offered me the option to request a refund by paying $15.00 more!!!!!! No thank you. I want Western Union to reissue the money order so that my bank will recognize it thereby depositing $50.00 into my account. I should not have to pay additional monies to have this rectified!! (And by the way, since my bank initially agreed to accept the money order, I did not keep the stub any longer. The teller clarified the numbers which are printed clearly on the attachment and Western Union needs to make this right.)

  Business Response

  Date: 10/30/2022

  Dear *************************,
  
  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. To investigate your concerns, please provide us with the following information:
  
  * Western Union Money Order Number
  * Well be glad to proceed accordingly once we receive the required completed form https://www.westernunion.com/self-service-form/rmo-form
  
  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 appreciate you making us aware of your negative experience, and we sincerely apologize for any inconvenience this may have caused. If you no longer require assistance for the concern raised, kindly inform us and we will proceed to close the investigation.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************ and provide the Western Union Reference #: 169929712 to be connected to me directly. You may also email us at ************************************************************************************.
   
  **************************************************************************************************,OP ID # ***
  Executive Resolutions Team 
  

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 26***** BBB.org Re:Western Union Money Order I purchased a money order from Metro mart *************** /Western Union to pay rent on October 1 ***** I put the money in the drop box as usual and my landlord or management company Jmc properties claimed they didn't recieve it so I immediately called Western union to track the money order and a rep from Western Union said it has been cashed so I then asked Western Union to tell me the info on who cashed the money order issued to my landlord( Jmc properties ) I filled out the nessary info located on the back of the money order on October 14, 2022 and mailed it to Westen Union to track and refund the amount of the money order. I then called Western Union back to get a status or update on Oct 26***** to find out who cashed the money order.However, I was told by the ******************* )on the phone they had no way of disclosing that until I mail them $15.00 to Western Union and the process would take up to 30 days when or if they decide to issue a refund or even give me the information on who cashed the money order. I purchased the money order to have a safe way to pay it is very important to me to find out who cashed this money order because I'm now paying double for rent. I really need the info on who cashed the money order.Tracking no for the Western Union money order is *********** Sincerely *************************** **************

  Business Response

  Date: 10/31/2022

  Western Union Reference Number: ********* [encrypt] 
  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 purchased a money order that was used to pay your rent to JMC Properties and they claim they have not received the payment. You are requesting a refund.
  
  Western Union has investigated this matter. 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:
  19-428153058 $675.89 (USD)
  
  Our records indicate that we received your original money order research inquiry via mail on October 24, 2022 with the required completed form and proof of payment which were forwarded to the appropriate business unit for processing on October 24, 2022.  On October 25, 2022, a letter was sent to the address provided to request for the $15.00 USD processing fee which was not included in the original request.
  
  Kindly note that we have not received payment. If the payment was sent, please provide the details (copy of the money order or check, the date the payment was mailed) and we will be glad to proceed with your request.
  
  Sincerely,
  
  Ako, OP ID # ***
  Executive Resolutions Team 

• Initial Complaint

  Date:10/24/2022

  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.

  Despite successful past transactions, Western Union denied me the right to send money to my son who is 6 hours away. I spent numerous hours on the phone with Western Union, and they couldn't get the transaction to go through. They hit my Discover card up with several $1 transactions, but the money to be sent never happened. The next representative I spoke to told me to use a different method of payment, but nothing worked. I tried 2 Debit cards, a Discover Card, and a bank account transfer. They can't tell me why, just that it is their policy. I then spent hours on the phone with my bank, my banks fraud department, and Discover customer service, and there is absolutely no reason, security or otherwise, for the payment to not go through. Western Union told me to go to a store, which is easy for someone in good health that lives close to a store, but I have had complications from cancer, I drive very little, and the store closest to me doesn't have their Western Union system set up. They want me to drive an hour at today's gas prices to another store to do the transaction in person, but what if I go to that great difficulty and it doesn't work? I'm out 2 hours driving time and gas, and still no money sent to my son who is 6 hours away. There is NO security reason to not complete my transaction, and yet they still refuse to send my money. None of their MANY ideas have allowed the transaction to go through, so what happens when for all that difficulty, time, gas, and expense and it still doesn't work. I feel this is very poor customer service, and they have pinged my Discover card with several $1 transactions that I want refunded. I want to be removed from their blacklist. I did nothing wrong, and certainly don't know why I am being singled out for this issue.

  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 have been unable to complete a transaction via our telephone money transfer service or our on-line service. You would like to understand why you were unable to complete the transaction.
  
  We have attempted to call you to the phone number included on your complaint but was unable to speak with you.
  
  Western Union has investigated your concerns and have found that you have two (2)registered separate profiles with all information that matches except for different email addresses.
  
  1st profile found 522207589
  
  2nd profile found - 670995375
  
  Kindly note that our systems are designed with the customers security in mind and this anomaly has created the issues you have experienced,and we truly apologize.
  Please be aware that we are in the process of deleting both accounts so there will be no further crossover issues. Please re-register with the information that identifies you and the one email address you wish to use in 48 72 hours. Kindly note that your personal information (name, address, etc) should match what is listed on your valid identification. Please let us know directly to the telephone number or email address below if you need further assistance
  
  Western Union has also provided to you a promotional code to use when sending a future money transfer. This code has been provided to you under a separate cover.

  
  If you have any further questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: *********. You may also email us at ************************************************************************************.
  
  Sincerely,
  
  Ako,OP ID # ***
  Executive Resolutions Team
  
  
  
  Tell us why here...

• Initial Complaint

  Date:10/24/2022

  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 purcased a $700 money order from western union at ************* on ********************** on July 15th for my rent. A few days later i went to fill it out n sign it for my landlord, thats when i realized that I had loft it. Caled western union and was informed that I had to fill out a form for lost money order have it notarized send a $30 money order with paper work to COORPRATE office in ********. I mailed it September 28th!! Calling them Every week and they keep saying they havent Received it as of October 24th 2022???? I Need my Money im a retired 63 yr old Struggling! Please" Help" Me!

  Business Response

  Date: 10/28/2022

  Western Union reference number: *********
  
  Dear *******,
  
  Thank you for your patience while we completed the investigation on your case.
  
  Kindly note we were able to confirm that the refund of your Money Order has been processed. The refund check was issued to be delivered to your address via ***** overnight delivery with tracking number: **** **** 6790.
  
  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,
   
  Inesa, OP ID # IJU
  Executive Resolutions Team
  

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/02/2022, I sent my father money via Western Union. ** used an exchange rate that was off by several decimal places. After opening a case with ** where they acknowledged that the exchange rate had been incorrect, I called today for an update on the case only to find out that ** sent me an email that I never received closing the case because they claim the exchange rate was fine. Nope. I sent $200 which on the date in question had an exchange rate of $1 to ***** Leones. So obviously an exchange rate of **** isnt acceptable. Western Union didnt even send $1 of Leones to my father and now they want to just write off the case? Unacceptable. Now I have to go back through the transactions Ive sent previously to check the exchange rate so I can file a complaint with the Attorney General. On 9/09/2022 I had to jump through a ridiculous number of hoops to Western Union myself cash to pickup so I could purchase a vehicle. Only to have my ID unnecessarily rejected by the ******* Worker at the pickup. $242.99 of my money gone because of this company that thinks so little of people abroad as to think they can do whatever with their money and they have no recourse. Your company has failed to provide the services it should and I am tired of wasting my money with you.

  Business Response

  Date: 10/24/2022

  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 disagree with the exchange rate at the time that you sent transaction XXX-XXX-1064
  
  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 ************.
  
  If you have any questions or concerns, please contact our Corporate Headquarters at ************ and provide the Western Union Reference #:169658516 to connect with me directly. You may also email us at ************************************************************************************.
  
  Kind Regards,
  
  ****, OP ID #***
  Executive Resolutions Team

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Western Union money ************* to pay my monthly bills. I kept getting double bills in August and September. Called my utility providers and found out 3 of my money orders were never received. I went through the process of purchasing a $15.00 money order for each uncashed money order, sending the portion of the money order that was written out to the utility companies. Now that I am calling to get a update on the progress they keep giving me the run around. Saying they never received any no from me Next they asked me to email them all my info. I did that. Now they want me to send them all the info again by mail One money order was for $398.00 for ******** 2 were for PECO $121.72 and $137.79. I had to still pay the bills any way so it was expensive for a Senior Citizen on a fixed income Plus the $15 for the recovery fee. This happened during the time that the ************** has been going through mail theft. I have purchased money orders from them for decades and never had a problem

  Business Response

  Date: 10/23/2022

  Western Union Reference Number:  *********
   
  Dear *************************,
  
  We are writing to follow up on your concern as the requested information to proceed has not been received.
  
  Please return the enclosed documentation to the email address referenced below if you require assistance in resolving your concerns. Please fill out one form for each money order.
  
  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.
  
  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 # PJC
  Executive Resolutions Team

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/18/2022

  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.

  On October 7, 2022 at 19:14:09, I made a transaction of $600 (charged $603.95) at Western Union (**********************************************, **) to be loaded onto my Netspend card. The money was not loaded instantly and I waited at least 15 min before making inquiries. I waited over 2 hours being passed to different employees until accounting was gone for WesternUnion to tell me I had to wait 72hrs for a refund. I waited from Friday-Monday when I was then notified another 72hrs. Meanwhile Ive been following up with both companies. WesternUnion says they see it was rejected to my card but Netspend needs to release the money. Its October18 and I am still being told to wait another 72 hours for Netspend to respond. ******** says they sent the rejection right away. Even though WesternUnion also acknowledges it was rejected they still refuse to give me a new tracking number for a refund until they get another notice from Netspend saying they released they money. How can you release money that was rejected?! I really need my money as I have a child and times are just not the easiest these days. Please help!!

  Business Response

  Date: 10/21/2022

  Western Union reference number:  169252407
  
  Dear ****************************************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal.
  Western Union processed a full refund including charges on Oct/21/2022 in the amount of ****** USD with the tracking number (MTCN) 035-560-8516. Your refund is available for pickup at any Western Union agent location in ********, **.
  
  Please visit a Western Union location and complete a To Receive Money Form with the following details:
  
  * Sender: Western Union Customer Care
  * Receiver: ****************************************
  * MTCN: 0355608516
  
  *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.  
  
  
  Sincerely,
  
  *****, OP ID #PJC
  Executive Resolutions Team