Complaints

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

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  517 Fremont St. Las Vegas, NV 89101

• 

  The Western Union Company

  1701 E. Cook St. Springfield, IL 62703

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:09/19/2022

  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.

  ** uses an incorrect exchange rate on money transfers to foreign nations.In a transfer of $250 on September 16, 2022, the recipient received about $35.00usd less than she should have.

  Business Response

  Date: 09/21/2022

  Dear *****************************
  Western Union is writing in response to the complaint received through the Better Business Bureau. In the complaint you indicate that there was an issue with the exchange rate for a money transfer initiated on September 15, 2022, to ******.
  Western Union has investigated this matter. 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.
  
  Please be advised that before the completion of your money transfer, Western Union provided you with a Pre-Disclosure Statement (PDS) that listed the destination, receiver's name, amount to be paid, fee, the amount your receiver will get in local currency, date of availability and the exchange rate at the time of sending the money transfer.  By funding the money transfer, you are accepting the terms presented on the **** At this time, we have confirmed that no errors were made by Western Union regarding your money transfer's exchange rate.
  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,
  
  
  ********* Op 912
  Executive Resolutions Team
  
  

• Initial Complaint

  Date:09/16/2022

  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 transferred money from ****** to *** account and amount was $1401.99 CAD and since my transaction was rejected I was expecting refund and after waiting for almost a week I received refund of $14 CAD and have been calling western union since almost a week now for resolution and they are sending me in circles. I would like to alert all about this fraud that western union has been doing lately. They are claiming to have technical issues internally about refunding actual amount but they are not letting their customer have transparent communication about this and it is a big fraud. They are hold my in total $1387.99 which I suppose to be refunded. attached hereby is my account transaction snippet which shows only $14 was refunded and I do have tracking number for western union (722-869-7114) which clearly shows I sent $1400 and $1.99 was the fee so in total $1401.99 I should receiving as a refund.

  Business Response

  Date: 09/20/2022

  Western Union reference number:  166562656
   
  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 from Western Union,but you did not receive the full amount. You are requesting the remaining amount due.

  
  Your case was previously investigated under case *********. All findings of our investigation were provided to you via telephone and email.
  Western Union had issued a Good Will concession to you in the amount of $1,388.00 CAD.This concession was issued to you on September 19, 2022, with the tracking number (****):  XXX-XXX-****. The **** was provided to you securely under separate cover. Western Union confirms you collected your refund on September 20, 2022,at a Western Union agent location in ******.  
  
  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.  As a courtesy, Western Union also provided you with 2 fee free promo codes to use towards your future transactions. These codes were provided to you securely under separate cover.
  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 #: 166562656 to be connected to me directly. You may also email us at ************************************************************************************.
   
   
  ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************,OP ID #***
  Executive Resolutions Team
   

  
  

  Customer Answer

  Date: 09/20/2022

   
  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:09/16/2022

  Type:Order 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 July 9, 2022, I sent a money transfer to ***** (MTCN ************) and on July 13, 2022, I sent a second money transfer to ***** to the same person (*************************) (MTCN 648-110-3439). The person I was communicating with on ******* (username @bocchit) pretended to be the ambassador (********************) from ***** and told me to send these 2 transfers for my passport. I soon realized this person may not be who he claims to be when the person asked to send money another third party located in ******. I called Western Union on July 16, 2022 to report the fraud but they told the money was already picked up. They said they'd prevent the recipient (*************************) from picking up any more Western Union money transfers. The fraudster is also using the email address ***************************** I contacted ******* and they suspended the account for impersonation of another person. On August 20, 2022, I sent 2 transfers to two friends of mine (MTCN 003-597-7263) and (MTCN 883-725-4125). Western Union refunded my 2 transfers without any explanation. When I called Western Union, they transferred to a bunch of people who say they do not know why my money was refunded to me. Western Union sent me 2 emails at 1:23 am on August 23 and August 25th to ask me how they did. Considering the timing of the emails (1:23 am), I consider to be harassment from the company. Western Union needs to provide explanation as to why they cancelled my 2 transfers on August 20th. If I am a victim of fraud, I should be penalized from sending money to known family and friends.

  Business Response

  Date: 09/21/2022

  Dear ***********************************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal.
  
  Western Union continually monitors the use of our systems and services to better understand how they are being used. 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 **********.

  Once we receive the completed form and documents, the review process takes up to 10 business days. When the review is completed, we will inform you of our resolution.

  
  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 ****************************** 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 transfer 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 money transfers 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.
   
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #:166381076 to be connected to me directly. You may also email us at ************************************************************************************.
   
  Sincerely,
   
   
  Executive Resolutions Team
   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18034599
  
  I am rejecting this response because: the information they are requesting is unreasonable because they not require all this information from every Western Union customer. I always send less than $250 to individuals in *****. I don't even send money frequently. The response is discriminatory. If they require the same information from all their customers then their response is reasonable. But I am sure they do not require all this information from their customers. This is discriminatory. I will file a federal complaint against Western Union based on this response. Thanks.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/15/2022

  Type:Order 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 9/8/2022 I was trying to send money to ***** today and for the first time ever I get an error messages as following: "We're sorry, we can't complete any of your transfer requests. Please send an email to **************************************************** with your full name and tracking number (MTCN). if available for instructions on what to do next to be able to use our services. (C2008) [R7008]"reached to Western Union and their response was "Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. " I want to know why my account been discontinued ? was it hacked? was used to reach in wrong transactions?

  Business Response

  Date: 09/20/2022

  Dear *********************
  Western Union is writing in response to the complaint received through the Better Business Bureau. In the complaint you indicate that you are not being able to send/receive through our service.
  Western Union cannot complete your money transfer(s) at this time because we cannot verify the information you provided for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot share any additional information regarding the reason why your money transfer was declined due to legal and proprietary reasons. Western Union continually monitors the use of our systems and services to better understand how they are being used. We apologize for the disruption in your ability to conduct money transfers and any inconvenience this may have caused. Please refer to Western Unions Terms and Conditions at www.wu.com for more information.
  We have received your communication and require additional information to process your request. The information needed has been sent to you via separate cover.
  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:09/15/2022

  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.

  A money order was purchased on 9/3/22 at ************* in **********, ** in the amount of $994.00 for Sept. rent for my husbands uncle. We have POA as he is disabled. I personally filled out the money order and sealed it in a white envelope on his behalf and dropped it at the apartment drop box on 9/3/22. Fast forward to Tuesday, 9/6/22 I received a text that the payment was not received and advised management it was put in the drop box. I got a call a few hours later that she had called the police department to come take a report as other payments are missing and residue was found on the drop box. We provided our statement to the officer and signed an affidavit and was advised to contact the company for the money order immediately. I contacted western union on 9/6/22 and was advised to submit a request online, after multiple attempts the website would not work. I called western union 9/7/22 and informed them of the situation and provided the case #, advised there is a police report as this money order had been stolen, and requested a stop payment. I needed to get this information to them promptly before it was possibly cashed and they provided an email address. The email was sent 9/7/22 at 7:23am and I got a response email at 7:26am. Instead of them working promptly knowing the situation, having the documents, police case #, etc. they allowed the money order to be cashed on 9/12/22. I received a copy of the cashed money order on 9/14/22 at 4:20a and it doesnt specify the location/company it was cashed. On 9/12/22 I requested the information and as of now, I still have not received the information. I have talked to western union several times and the representatives can only provide limited information. They state I cannot talk to a representative that would handle this and help resolve it promptly. Now, I have to go through a whole process to try and recover the funds since it was cashed when they had all the documents on 9/7/22 to stop payment.

  Business Response

  Date: 09/20/2022

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

   

  Dear *****************************,
  
  We are writing in response to your complaint through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you are requesting the **** of ***** Deposit information for the cashed money order and you disagree with the processing timeframe which allowed the money order to be cashed.
  
  Please be informed that the **** of ***** Deposit is **** of ********************** be notified that:

  
  It was processed within 30 days as per the form you filled out.

  
  There will be no automatic stop payment upon receipt of a request.

  
  A stop payment is placed on the original Money Order when a refund is made.

  
  You may find additional information regarding our Privacy Statement and Terms and Conditions at www.westernunion.com. 

  
  If you have any questions or concerns, please 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: 09/20/2022

   
  Complaint: 18029398
  
  I am rejecting this response because:****,
  
  
  Good afternoon! Regarding the information provided, does that mean **** of America cashed the money order? The person that cashed the money order; what bank or facility did they go to? Location? I have requested this information several times and have not received a direct response. 
  
  
  You did not resolve it within 30 days; I noticed it was cashed on the automated system when I called on September 12th. I requested a supervisor and demanded they direct me to someone in a higher department and no resolution was made. I requested a copy of the cashed money order and received it the next morning at 4:20am because I was being persistent. You still have not provided information on where it was cashed. On the copy sent to me you cant see where it was cashed and there isnt no detailed information attached to forward to authorities to investigate the bank/facility. They want camera footage in case this was a fake identity; due to it now being the 20th and you not providing the information in a timely manner we have to hope the footage is still available for authorities. 
  
  
  I notified yall IMMEDIATELY when we found out it was stolen on September 6th and a police report was made as 5 payments were missing. I provided the police department information and case #. Your representative could have called promptly to confirm the information was accurate to issue a refund and cancel the money order. Instead yall let time go on and now I have to go through additional steps to try and recover the funds. 
  
  
  Another money order was taken at the same time and they immediately cancelled the money order and reissued per apartment management. They received the refund on the 17th from Fidelity. Now, we are looking at possible eviction because we cannot come up with another $994 by the 28th of September. This rent is for someone that is legally blind and on SSA/disability, he cannot go out and work to make up funds that were stolen. Yall should have taken this matter more serious with the details provided but instead let 6 days pass for it to be cashed. 
  
  
  Western Union needs to assess this policy and make adjustments as necessary. 

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

  Business Response

  Date: 10/01/2022

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

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

  
  We are writing in response to your complaint through the Better Business Bureau (BBB) portal.

  We would like to reiterate part of the previous response and add some details:

  * Please be informed that the **** of ***** Deposit is **** of America. This means that this bank is the bank who paid/cashed the money order. Additional information such as camera footage or information about the identity of the person who cashed the money order is only kept by the bank of first deposit (**** of America in your case), unfortunately, Western Union does not have access to that information.

  * The copy of the cashed money order has the tracking ID of the payment which you can also provide to **** of America to locate the payment and provide additional details.

  * In one of the screen shots provided by you, we can see you were notified about the timeframe and the process letting you know that there will not be an automatic stop payment upon receipt of a request, that a stop payment is placed on the original Money Order when a refund is made.

  
  We recommend you to visit our Privacy Statement and Terms and Conditions at www.westernunion.com to find more information about this process.

  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 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:09/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Kroger store in *********** ******** to send $600 to ****** via Western Union to help my sister. The transaction should be a station to station (Western Union). The Kroger employee (Western Union Representative) printed the transfer with amount, receiver ID, and tracking number. She also included banking information of receiver (which is not useful in a station to station transfer, probably causing confusion). The transfer did not take place when the receiver tried at several Western Union stations. I then tried to get a refund numerous times on the phone and going to four different Western Union outlets and just get a run around. Each call ended in just go back to Krogers and get your refund. ******* claims the can do nothing and have absolutely no contact information for Western Union. Same reasoning with the other outlets. I have been through this process about 10 times and realized it looks like a money grab, no way to get resolution. I resent the $599 to insure no confusion, it went right through Western Union fine. The transaction was $600 plus $6.50 fee ($606.50). I want a refund of ($606.50) for resolution. Tracking number ************. Date sent 09/07/2022. Effort everyday since to resolve. Thank you *********************** phone ************

  Business Response

  Date: 09/19/2022

  Dear ***********************, 
   
  We are writing to follow up on your concern as the requested information to proceed has not been received.
   
  Western Union has investigated this matter. Please be advised that our records indicate this transfer was refunded on September 08, 2022 and the funds are available to be picked up at any Western Union location. If you are having difficulties to collect the funds, we can send you a refund check to your home address. Please let us know if you agree with this so we can proceed with the refund check. 
   
  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 #: 166316901 to be connected to me directly. You may also email us at ************************************************************************************.
  
  
  Sincerely,
   
  
  Executive Resolutions Team

  Customer Answer

  Date: 09/19/2022

   
  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:09/13/2022

  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.

  At the instruction of my payment facility I used Western union to pay off my truck $3984.19 plus processing fee $10 at Vons on 8-22-22. The facility never received my payment they said the money was sent to the wrong code city .** sent it to ** instead of CA it was announced wrong on the phone prompt but after 20 ph calls no one from ** figured it resolved the issue. I just requested a refund hopefully with a new mtcn# so I may get my money back asap. The other issue bc it was an error by ** it cost me another truck payment of $250.0 plus interest and my sanity. My MTCN No. is ************. Under my name and address on 8-22-22. It was supposed to go to TIMEFINANCE CA. Not company. Or **.

  Business Response

  Date: 09/17/2022

  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 sent a transaction to pay the bill for your truck. The facility never received the payment as they claimed the funds were sent to the incorrect code city. You believe the agent sent the transaction incorrectly. You called several times and were unable to get any type of resolution. Because of that error you had to pay additional fees due to the delay.
  
  Our records indicate that on 22-AUG-2022 you initiated a money transfer for 3,994.19 USD with the tracking number (MTCN): ************.This money transfer was sent to TIME FINANCE COMPANY.
  
  Kindly note that Western Union confirmed that there were no errors with the money transfer at the time of recording as the sending agent staged the money transfer correctly. Please be advised that upon the completion of your money transfer, Western Union provided you with the final receipt that listed the transaction details. By funding the money transfer and signing the receipt, you are accepting the terms presented to you on the final document.
  
  The ****** contacted us explaining that the account used by you was also incorrect; however, we were able to verify the details with the ****** and successfully posted the funds to them on SEP/15 to be linked to the correct account. Depending on their timeframe, it might take 3-5 business days for the funds to show as completed.
  
  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

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a $900 bank to bank transfer with Western Union on 8/31/22. Within 4 hours I canceled the transaction. On 9/1/22 they still deducted the $900 from my account. It is now 9/13/22 and I still have not received my refund. I called them yesterday (9/12/22) and was told I would receive my refund by dayend. Didn't happen. I called today (9/13/22) and was told to give it 2 more business days. They took my money after I canceled the transaction and now won't give it back.

  Customer Answer

  Date: 09/21/2022

  This issue has been resolved 

• Initial Complaint

  Date:09/13/2022

  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 over rent to my landlord on the date of 9/2/22 to the amount of $1562.19. This is rent for the month of September, and per western union's policy, my funds should have been there by 9/9/22 at 9 AM ET, however, the money is not there. I am close to being evicted for how long it is taking to process, and I was given to the end of this week. Western union has not done anything for my case and they keep telling me to wait ***** business hours extra to file a complaint with them. This is very inappropriate of them as their time of arrival for bank transfers is 0-4 days. I need to know what happened to my money as I don't have **** dollars to randomly lose out on. I spoke to the representative ******, and she refused to escalate my situation, which makes matters worse.

  Business Response

  Date: 09/14/2022

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

  
  Western Union is writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you sent a direct-to-bank money transfer, and it was not delivered to the intended receiver.
  Western Union has investigated your concerns; Our records indicate that in September 2022, you sent a transaction from ***************** totaling ******** USD to a consumer located in ******.
  
  MTCN: XXX-XXX-2387
  
  On 2 September 2022 at 11:55 Eastern Daylight Time, a direct to bank money transfer was initiated for ******** USD to ******* *********************** in ******.
  
  On 12 September 2022 Eastern Daylight Time, the funds were deposited to the name of ******* *********************** in ******.

  
  Please be advised that you transaction was placed on the security hold and additional information was requested by the partner bank. After requested information was received the funds were successfully deposited to the receivers account.

  
  If you have not received a return of the transaction within 5 business days, you can assume that the funds were deposited into the account number that was indicated in the transaction. If the funds not received by the recipient after this time, please check the intended bank institution, transit, and account numbers carefully against the numbers that were provided in the transaction to ensure that all the details were provided correctly. 
  
  Please be informed that service and funds availability depend on certain factors including the service selected, the selection of delayed delivery options,special terms applicable to each service, amount sent, destination country,currency availability, regulatory issues, consumer protection issues,identification requirements, delivery restrictions, agent location hours, and differences in time zones (collectively known as, "Restrictions").Additional restrictions may apply; Please refer to Western Unions Terms and Conditions at www.wu.com for more information.

  
  Please be informed that Western Union must comply with various country regulations, laws and restrictions to be allowed to conduct business in a specified country. Unfortunately,Western Union has no control over these regulations, laws or restrictions. 
  

  Please also be advised that each agent location/bank may also have their own company policies and procedures. You can find additional information at the Terms and Conditions section at www.westernunion.com.
  
  
  We sincerely apologize for any inconvenience you and the beneficiary 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 #: *********. You may also email us at *************************************************************************************
  
  Sincerely,
  
  The Western Union Executive Resolutions Team
  

  
  

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi On June 28,2022,I sent $300 transfer amount + $12 transfer fees from Western Union ********* Services through a bank account in *****.Unfortunately,the Agent sent the money to a wrong bank account name,********* des fdrations des caisses populaire HT instead of my receivers bank account name Banque nationale de crdit (BNC).I have called and sent them all of proofs that my receivers doesnt receive the payment and discuss about my refund since July till September.They just sent me some emails and they never resolved the issue.The account number : ********* Account name : *********************** Bank account name : Banque nationale de crdit Tracking number : ********** Case number: *********

  Business Response

  Date: 09/17/2022

  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 sent a direct-to-bank money transfer with the tracking number (MTCN) :XXX-XXX-5531, and it was not delivered to the intended receiver. In addition, you indicated that the Sending Agent made a mistake and sent the funds to the incorrect bank account.
  
  Western Union has thoroughly investigated this matter. Our records indicate that our bank partner has confirmed that the funds for this transaction have been deposited into receivers bank account and no return/rejection notification has been received from the receiving bank, therefore, the funds cannot be reversed unless returned by the receivers bank.
  
  Furthermore, Western Union prides itself on delivering a superior customer experience. We apologize for the issues you experienced interacting with our Agents. We have contacted the Sending Agent in question to investigate if the funds were sent incorrectly and we determined that Western Unions policies and procedures were properly followed when this transfer was sent.
  
  Please be advised that upon the completion of your money transfer, Western Union provided you with the final receipt that listed the destination, code city, account number, amount paid, fee, and total amount to your receiver. By funding the money transfer, you are accepting the terms presented to you on the final receipt.  If anything appeared to be incorrect on the receipt, you had the right to cancel for a full refund within 30 minutes.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: 166022595 to be connected to me directly. You may also email us at ************************************************************************************.
   
  Sincerely,
   
   
  Executive Resolutions Team
   

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 17934413
  
  I am rejecting this response because:The name of the bank that Western Union ********* Services sent the money is different of the name of my receivers bank account and they said that the money sent to the bank account on June 29, 2022.In my receivers bank statement theres no transaction in this date in the name of Western Union ********* Services neither a different company or a personal transaction.

  I truly appreciate your help in this case.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/24/2022

  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 are rejecting the previous response you received from Western Union regarding your complaint concerning a transaction that was sent to the wrong account as your receiver has not received the funds.
  Western Union has thoroughly investigated this matter.Our records indicate that our bank partner has confirmed that the funds for this transaction have been deposited into receivers bank account and no return/rejection notification has been received from the receiving bank,therefore, the funds cannot be reversed unless returned by the receivers bank.
  
  Furthermore, Western Union prides itself on delivering a superior customer experience. We apologize for the issues you experienced interacting with our Agents. We have contacted the Sending Agent in question to investigate if the funds were sent incorrectly and we determined that Western Unions policies and procedures were properly followed when this transfer was sent.
  
  Please be advised that upon the completion of your money transfer, Western Union provided you with the final receipt that listed the destination, code city, account number, amount paid, fee, and total amount to your receiver. By funding the money transfer, you are accepting the terms presented to you on the final receipt.  If anything appeared to be incorrect on the receipt, you had the right to cancel for a full refund within 30 minutes.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: 166867681 to be connected to me directly. You may also email us at ************************************************************************************.
   
  **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************, OP ID 185
  Executive Resolutions Team