Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

955 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.

Initial Complaint
Date:10/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MTCN : 050 277 **** I was told that I would receive a refund within 14 days. That never happened. I reached out again and was told I need to supply my ID for verification and the transaction hold would be removed. Never happened. Just refund me please.
Business Response
Date: 10/07/2022
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 were expecting a refund for MTCN: 050-277-5659 in fourteen (14) days and you have not received a return of your funds. You are requesting assistance in acquiring your funds.
We sincerely apologize for the inconvenience you experienced using our services.We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.

Western Union has processed a refund in the amount of 94.12 USD. This refund was issued on October 6, *************************** ****. Please be advised that credit or debit card refunds may take up to seven H32383232333****73737H days to be processed. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.

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

Customer Answer
Date: 10/07/2022

Complaint: 18165182

Good morning. Thank you for taking care of this. I have contacted ** numerous times and received cookie cutter responses. I don't see any information regarding my account status however. If I send money to my family, will it be held again, or can I now send money on my account without any issues?

Sincerely,

***********************
Business Response
Date: 10/19/2022
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 inquiry, you are requesting that your status be confirmed to be able to use Western Union services.
On behalf of Western Union we want to inform you that as part of our continued compliance with laws and regulations, we cannot complete this or any future money transfers with you. We apologize for the inconvenience.

Western Union closely monitors the use of its money transfer service to ensure compliance with legal obligations, including consumer protection against potential fraud. Western Union believes that you may have been a victim of consumer fraud or an attempted scam.

We apologize for the disruption in your ability to conduct money transfers and any inconvenience this may have caused.
We have received your communication and require additional information to process your request:
Please complete the below 'Consumer Questionnaire Form'. Please make sure to complete each section; otherwise, your review might be delayed.
It is mandatory to include a copy of your photo ID and documents to support the use of Western Union, see below for possible examples.
It is mandatory to include documents to support the source of funds (examples: bank statements, pay stubs, winning receipts, etc.)
Return the completed form and documents to **************************************************

Supporting Documents
Below are examples of various documents that you may consider providing based on some common reasons for transacting.However, any other relevant documentation to support the use of Western Union will be useful:
COVID-19 Assistance or Financial Support?
Receipts for goods or services purchased
Medical bills or certificates
Birth or marriage certificate
Itinerary or flight tickets
Tuition Assistance or Education?
Tuition receipts
Most recent year/term transcripts
Invoices or purchase receipts
Family Support or to Purchase Large Items?
Birth or marriage certificate
Itinerary or flight tickets
Invoices
Property title or other property evidence
Loan or mortgage statement
Receipts for goods or services purchased
Medical bills or certificates
Purchase agreement
Business Related Expenses or Charity?
Business license or other ********************** related documentation
Tax identification information
Business registration information or permits or Website Address
Invoices
Not-for-profit documents (such as a 501C3 License, etc.)
Letter of explanation (for example, a letter on company letterhead explaining your position in the organization and why you are sending on their behalf)
Purchase agreement
Invoices or purchase receipts
Payroll receipts
Sellers permit
Repayment of a Loan?
Purchase agreement
Invoices or purchase receipts
Property title or other property evidence
Loan or mortgage statement
Consumer Questionnaire Form
Section 1: Personal information
Date:
Full name:
Email address:
Address:
Phone number/s:
Date of birth:
Country of birth:
Occupation:
A recent MTCN (if any):

Section 2: Relationship
Please provide additional information about anyone you have sent money to or received money from in the last 12 months.
Name How do you know this person?
(Relationship) What was the money used for?
(Purpose) Have you met him or her in person? Y/N If Yes, how and where did you meet this person?
1
2
3
4
5
6
7
8
9
10

Section 3: What is your primary source of funds which support your use of Western Union?
(Examples: job income, retirement or pension, family or friends, trust fund or inheritance, etc.) Provide documents to support this statement.

Section 4: Third Party Details
Are any of the money transfers being conducted on behalf of a business, non-profit organization or an individual other than yourself? If acting on behalf of more than one, please provide details for each: (Yes / No)

If yes, please provide the information below:
Describe your relationship with the 3rd party
Explain why you are acting on behalf of a 3rd party
Full name or business name
Address

Phone number
Date of birth
Occupation or business type
Non-profit or business website address

Section 5: Fraud Claims
Have you reported any transactions to Western Union related to a fraud claim? If yes, list the names of the individuals involved and provide a brief explanation.

Section 6: Documents
Please list or comment on any documents that you will provide.

Section 7: Final
Please use this area to provide any additional background information you would like to share about your money transfer needs.

All information and documents we receive from you will remain confidential and are only for Western Unions internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided.

Sincerely,

Ako, OP ID #***
Executive Resolutions Team
Initial Complaint
Date:09/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 27th I attempted to send my Fianc in *************** $433 for her rent and bills. I did this through Western unions website like I have done many times in the past. I select the option that lets me send it and have her receive it in minutes by picking up cash at a western union location. I copy and paste the information from the website and send it via Skype to my Fianc. She tried claiming the tracking number through their app and it says the tracking number doesn't exist. She then tried going to the location where she would pick up the money and they told her their was some error with the tracking number. I then called Western Union and made a compliant I sent money to my Fianc and she was never able to claim it. Western Union then told me that they would need to investigate the matter. Upon talking to Western Union they said that they completed the investigation and their investigation determined that my Fianc supposedly claimed the money. First they told me she received it in her bank account which did not make any sense because that was not the type of transaction I sent. Then they told just dropped that part and told me she received the money and they wont do anything further to help me. They said I would need to contact local law enforcement. I believe that their was some error or glitch with Western Unions website or app that *** have caused the problem. I do not think Western Union did a thorough investigation on this and are just trying to keep my money with out it going where I intended it to. The tracking number or "MTCN" for this transaction is 071 825 ****. The transfer amount was $433.00 and the transfer fee was $6.99. I have sent money to my Fianc for over 5 years using the same method and never had any issues until this time. I remember when I processed the transaction there was an unusual double clicking type of sound when I summitted the information. Western Union does not seem to think and bug could have possibly have occurred.
Business Response
Date: 10/10/2022
Dear *********************************
Western Union is writing in response to the complaint received through the Better Business Bureau. In the complaint you indicate that the money transfer that you sent to *************** on August 27, 2022, was not paid to the intended receiver.
Western Union has investigated your concerns. Our records show that on August 27, 2022, you sent one money transfer from ************* totaling ****** USD to a receiver located in ***************.
On August 27, 2022, a person with identification bearing the name of ******************* went to an agent location to pick up the money transfer and provided the tracking number (MTCN), senders name, place of origin, and the amount expected

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) 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, a fraud report was filed by you with Western Union on 08/29/2022, fraud case number:164833419.

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 912
Executive Resolutions Team
Initial Complaint
Date:09/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am customer of ******************************************* for over 10 years and i transfer money for my father last 09/16/2022 and he went to western union to pick up the money and the money is on hold and under review , i called western union and i have to wait for 24 hrs and i dont hear anything from them or no email . i decided to call and cancel the money and i keep calling every day , they requesting me to sent a letter but its almost a week no email or no update , i got a letter from mail and i have case no ********* and i called western union for the following day and the representative give me another case no ********** and they told me the refund will be process for 24 hr but when i called again they told me its under review for 24 hrs and 24 hrs over no update , email or call from them . i need my money and im supporting my families back in ***************
Business Response
Date: 10/10/2022
Western Union reference number: *********

Dear *****************************,
We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you initiated a transfer to your father on September 16, 2022 which you canceled. You have not received a return of your funds. You are requesting assistance to acquire your refund.

We sincerely apologize for the inconvenience you experienced using our services and receiving a refund. We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.

Western Union has processed a full refund including charges in the amount of 504.99.This refund was issued on October 6, *************************** ****. Please be advised that credit or debit card refunds may take up to seven business days to be processed. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.

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
Initial Complaint
Date:09/28/2022
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.
About a month ago I've had this check for a reasonable amount of money that I have been trying to cash around here and at my own bank this check would not cash. I've called them and a few other places and I'm not really getting much answers they sent me a second check I tried to cash it and it wouldn't cash again I called to find out what was going on and all they could say is the check was good and that I needed to go someplace else but I have checked every place there is to check around my area ***************** hannaford's my bank wouldn't take it as well.all the places that I have gone to cash a check will not cash these checks so now I'm stuck with the big check which is my money and I don't know what oh where to go.
Business Response
Date: 10/06/2022
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 received refund check 81-0059427522 for ****** and are not able to cash it.

Per our phone conversation on 10/3/2022 you have confirmed that you were able to cash the refund check, however you experienced difficulty in doing so.

As a result of the difficulty you experinced, we have provided you with a Good Will Concession in the amount of ***** USD and provided the pick up information to you over the phone.

We appreciate you making us aware of your negative experience, and we sincerely apologize for any inconvenience this may have caused.

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:09/28/2022
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.
On 13 Sept 2022, I sent funds to a friend. About an hour later I ended up cancelling the transfer . At the time Western Union says 5 to 7 business days to return funds but it has been now more than that and when called they seem not to have answers.Amount sent $1945 MTCN from Western Union: ************ Just recently they gave me a reference Number of **** 07 398.Funds were removed from my Bank account and not yet returned
Business Response
Date: 09/29/2022
Dear ***************************
Western Union is writing in response to the complaint received through the Better Business Bureau, regarding the refund of the money transfer initiated on September 12, 2022.
Western Union has investigated this matter. Please be advised that a refund was processed on September 27, 2022, it can take up to 7 business days for the funds to be reflected in your account.
We sincerely regret the inconvenience you experienced with the refund of your Western Union Money Order. 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

Customer Answer
Date: 10/01/2022

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. I have also since received the refund!

Sincerely,

***************************
Initial Complaint
Date:09/27/2022
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.
Western Union committed unfair business practices and misleading information to customers regarding Western Union Rewards program redemption. The option to redeem my available points to my Western Union account for the payment of money transfers popped up on the mobile app. The dollar redemption value of 95 Western Union points was $10 USD. I only used $1.99 in a money transfer after redemption to the account and all the funds were taken by Western Union when the cost of that transfer was only $1.99. $8.01 dollars disappeared out of thin air and the explanations agents provide is that the points were used in that transaction when in fact it is not correct. Given simple math, if you have $10 and use only $1.99 then you have left $8.01. why would the business be misleading tempting customers to redeemed all the valuable rewards balance for dollars so that after 1 transaction they take all the points? There was not a disclosure of this at the time of redemption and if I knew about this I would have not redeemed the points. I raise this concern as there might be other customers that might have fallen for this unfair and misleading practice that only benefits Western Union. Please help on getting this resolved and obtain the refund for remaining funds without retaliation. Thank you BBB.
Business Response
Date: 09/29/2022

Dear ***** ****** Tattay,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that: your redemption of points for the transaction was incorrect. You are requesting a refund for the redeemed points.

Western Union has investigated this matter. Please be advised that our records show the last successful redemption of your points on 25 August 2022. 95 points were redeemed, with 15 points remaining on your Western Union account.

Kindly review the points reward scheme before sending the transaction. It can be found on the My** website: https://www.westernunion.com/us/en/mywu/home.html.

Please also note that we cannot make any changes on the redeemed points once they have been applied.

As a courtesy to you, Western Union has added 470 points to your My ** account. Your My ** account currently has a balance of 485 points. These points are available for your immediate use and must be used within one calendar year.

Western Union has concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ************, and provide the Western Union Reference #: *********. You may also email us at *************************************************************************************

Sincerely,

Executive Resolutions Team
Initial Complaint
Date:09/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9.21.2022 Ive used WesternUnion app. To send money to ********* for which service I was charged *****, after completing the transfer of funds on the confirmation received it said that will take up to 16 days to complete the wire transfer , I then canceled the transfer on the same ** App. How ever ** took the money out of my Bank Account $ ****** and now ** will take up to 7 days to refund the money back to my Bank account, this is unacceptable because either way this Company is commiting embeselment and benefits from earning interst with the monies of customers they charge for their services plus work your money out to their benefit. Reference number # 036-625-0348 of this transaction above described , I am seeking my money back plus compensation for damages caused to my economy
Business Response
Date: 09/28/2022
Dear *****************************,

Western Union is writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicated that you canceled the transaction on the date of submission, and you were told that refund will take up to 7 business days. You are asking for a refund and compensation.

Western Union has investigated this matter. Our records show that on 21 September 2022, you sent money transfer from ***************** to a receiver located in *****************.

MTCN:XXX-XXX-0348

On 21 September 2022 at 01:07 Eastern Daylight Time, you initiated a money transfer for ****** USD to ***************************** *********************** in *****************.

According to our systems the Date of Availability of your transaction was 26 September 2022.

On 21 September 2022 the cancelation of the transaction was initiated.

Please be note that the funds for your transaction were settled in Western Union systems only on 26 September 2022. Therefore, Western Union has processed a full refund including charges in the amount of ****** USD. This refund was issued to your bank account on 27 September 2022.

Please be advised that refunds to bank accounts may take up to seven business days to be processed. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.

Please be informed that speed of delivery/deposit depends on several factors like country restrictions, bank,regulation/processing time and time zone. Value date reflects the expected deposit date to the receiving bank. Funds may be delayed or services unavailable based on certain transition conditions including amount sent,destination country, regulatory issues, identification requirements,differences in time zones, or selection of delayed options. Additional restrictions may apply. See Send Terms and Conditions for details: https://www.westernunion.com/us/en/legal/terms-conditions.html.

We sincerely apologize for any inconvenience you have experienced with obtaining the specified Western Union refund and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will 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 incurred any additional charges, please provide us with proof (such as receipts or notarized statements) of any charges that resulted due to the late delivery of your payment. Refunds are subject to approval and not guaranteed.
Please be advised that our Terms and Conditions (https://www.westernunion.com/us/en/terms-conditions.html)state that Western Union shall not be liable for damages whether caused by negligence on the part of its employees, suppliers or agents or otherwise.Neither Western Union nor its agents shall be liable for any indirect, special,incidental, consequential, exemplary, or punitive damages or the like.

Western Union has concluded its investigation; however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ************, and provide the Western Union reference #: *********. You may also email us at *************************************************************************************

Sincerely,

Executive Resolutions Team
Initial Complaint
Date:09/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 4, 2021 I purchased money order no. *********** in the amount of $857.00. Since then I was made aware that said money order was stolen, forged and cashed. I immediately contacted Western Union on November 4, 2021, with all pertinent information including a copy of the original money order (front and back), a copy of the forged money order (front and back), the $15.00 tracking fee as well as all of the information requested. Western Union has failed to to provide relief. I have also filed two complaints with the *********************** case no. BKC-2022-********* and BKC-2022-******** to no avail. Western Union is an affiliate of ********
Business Response
Date: 09/30/2022
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 still have not received a refund for a stolen, forged and cashed Western Union Money Order. You state that you submitted all required paperwork and processing fee.

Western Union has investigated.

Please know that after further review of your Purchasers Affidavit, it has been confirmed there is an error with the Money Order number you wrote as it is missing a digit. Please double check your MO number, make the correction and return the form back to us.

We apologize for the inconvenience but any mistakes on the form will be returned back from the BOFD.

Also, we are not requiring any additional payment from you or any other documentation.

Please know that we have not received the revised document to date. Upon receipt of the required corrected form, we will reopen you case and proceed with our investigation.

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

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

Customer Answer
Date: 10/03/2022

Complaint: 18025308

I am rejecting this response because: respondent has a clear and full copy of the original and forged money orders. Both copies clearly indicate the full number. In addition, i submiited a copy of the purchaser's receipt of purchase which also shows the money order number. I would mention that i have attempted to speak with the assigned representative on more than one occasion, however she is never available to speak with me. I have submiited all documentation requested on more than one occassion.

Sincerely,

*****************************
Business Response
Date: 10/12/2022
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 not satisfied with the previous resolution received from Western Union regarding your forgery claim request.
Western Union has investigated.
Western Union confirms receipt of your corrected Purchaser's Affidavit and we are happy to report that the forgery process has been initiated. Please know the average time to resolve a forgery claim is ****** days. Western Union does not control the speed at which BOFD may investigate your claim. We will contact you via regular mail regarding any updates we receive from the BOFD.
If you have any questions or concerns regarding this resolution, 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 ************************************************************************************.

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

Customer Answer
Date: 10/19/2022

Complaint: 18025308

I am rejecting this response because: i have submitted much more than one attachment to my complaint. In addition, the reprensative is always unavailae to clarify informention to correspondence received. Please provide an address to BFOD.

Sincerely,

*****************************
Business Response
Date: 10/27/2022
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 wanting to know the address to the **** ***** of ***** Deposit).

Western Union confirms the **** is ******** We encourage you to contact them directly at ************** for additional information.

Please note that Western Union has been in contact with you regarding your Money Order Forgery Claim securely under separate cover. Related cases ********* and 168103903.

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

******************************, OP ID #***
Executive Resolutions Team
Initial Complaint
Date:09/21/2022
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 went to a currency exchange in ********** to load $900 on my prepaid card. The teller explained the funds should be available within 10 minutes. The funds were transferred through Western Union and they never added the funds to my account (pre paid card). Western Union is now saying they are working to get the issue resolved with no resolution date. It's now been two days.
Business Response
Date: 09/23/2022

Western Union Reference Number: 166856267

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

Western Union is writing in response to the complaint received from you through the ************************************ (CFPB) portal. In your complaint, you indicate that you initiated a Western Union Quick Collect transaction to NETSPEND-ALL ACCESS ACCOUNT on 20 September 2022. You further indicate that your transaction was never credited therefore, you are requesting assistance in obtaining a refund at this time.

Western Union has investigated this matter; our records indicate that on 20 September 2022 at 12:59 Eastern Daylight Time you initiated a Quick Collect transaction in the amount of ****** USD to NETSPEND-ALL ACCESS ACCOUNT via Money Transfer Control Number (MTCN): XXX-XXX-2285.

Please be advised that due to the technical issue the funds were not sent. On 22 September 2022 a refund for the principal & charges in the amount of ****** USD was issued to you via Money Transfer Control Number (MTCN): XXX-XXX-****. Our records indicate that you collected your funds on 22 September 2022 from a retail location in **********,********, *****************.

We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.

Western Union has concluded its investigation,however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ************, and provide the Western Union Reference #:166856267You may also email us at *************************************************************************************

Sincerely,

Executive Resolutions Team

Customer Answer
Date: 09/23/2022

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:09/21/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction date : 10/25/2018 Amount :$1,545.00 Tracking : 239-076-3126 (MTCN) I transferred this amount of funds using the Western Union app. For personal reasons, the receiver decided not to pick up these funds. I tried to contact western union for a refund. I was told they would send me a check. Instead, I later received a letter asking for my information so my funds can be disbursed. I mailed the letter but Western Union then mailed me another letter (May 27, 2022) and mentioned it received my letter after cut off date and the funds would be sent to Unclaimed property of **********. I waited a few weeks to search on the unclaimed property website for my funds and till this date nothing has came up. I emailed the unclaimed property division to get more info on my refund. They requested a proof of delivery from Western Union to try and located where my funds are. Ive called Western Union multiple times since then and either they are having system issues, will call me back, or email me the proof. I still dont have a resolution, proof, or my funds. *** tried getting help through the live chat on their website and they stopped replying as well. Today, September 21, 2022, I called again and spoke with a Ben ** 376. I was told once again they couldnt locate the transaction when I can clearly see it on my app still. I asked to speak to a supervisor or manager or anyone that has more access to transactions. I was put on hold then *** came back on the line and said someone would call me back today. Im almost 100% sure no one will call me. Im not asking for anything else other then my money back or just proof it was sent to the state so the state can work with me. I feel helpless and its money I can make use of at the moment. I believe Ive given them enough time to resolve this issue.
Business Response
Date: 09/23/2022
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 received a letter to inform you that a transfer you sent in 2018 was escheated to the *******************.

Our records show that a letter was sent to you on 5/27/2022 as the money transfer that you previously sent on 10/25/2018 in the amount of ******* USD was unclaimed. As stated in the letter, by law, Western Union had to remit the funds to the ************************ as unclaimed property and we no longer have the funds to provide a refund to you.

Please contact the ************************ for further assistance on claiming your funds minus administrative fees.

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
Customer Answer
Date: 09/23/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I understand the funds were sent to the state. Ive asked for proof delivery from Western Union and no one is able to provide that information. In order for me to continue working with the state to receive my funds I need Western Union to provide a letter with this information as requested by the state :
Request that the business provide you with a "Proof of Delivery" letter on the business letter head. The letter should include the following information:

         Name of the Business (Holder) and their Federal Employer Identification Number (FEIN).
         The year the property was sent to our office, the report number and the total (dollar) amount on the report.
         The name of the reported owner.
         The account/check number.

Sincerely,

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

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The Western Union Company is NOT a BBB Accredited Business.