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

958 total complaints in the last 3 years.
405 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:09/11/2022
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 $80 to my sister and paid an extra $13.50 for ****************. They didnt tell me i meeded the **** number at the store so it got thrown away. I did proceeded to call and ask them for it and they said they cannot give it to me. I then canceled it and asked for a refund and they said i would have it in ***** business days. Its been 2 weeks *** nothing. I just called them and they said theres nothing they can do. So they just stole my money
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 were not advised the **** was needed, you threw away the number and now your receiver is unable to collect the funds.

Please be advised we were able to find related **** ********** that matches all the information provided in your complaint.

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,

Ako OP ID # ***
Executive Resolutions Team
Initial Complaint
Date:09/09/2022
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 received an e-mail stating that I would receive $0 transfer fee thru october of 2022 for my first online transfer which I did today but I was charged $*****. When I contacted customer service they couldn't do anything but give a coupon code for 50% off for my next online transfer. why pay ***** or even ***** for an online transfer when I could do that in a store for $8.I would like my transfer fee back.This is the email body:Hi ***************** Get a $0 transfer fee1 on your first online money transfer when you send money from WU.com or the Western Union app until 10/31/2022. All it takes is a few taps. It's quick, easy, and reliable.Its the same Western Union experience you know and love, but with the flexibility to send money at your fingertips. And, your receiver can still pick up the cash from any agent location around the world!Send money Skert Reliable Enkelt og hendig Easy & convenient Skicka pengar fr kontantuttag Send money for cash pickup {Headline}Refer friends and get rewarded!Earn a $20 Amazon.com e-gift card2 for you and your friend when using Western Union online services and when they send $100 or more using your unique link within 30 days of your invitation.Learn more Terms and conditions apply.FacebookTwitterYoutubeInstagram Unsubscribe | Privacy | Contact | Fraud awareness 1Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Transfer fees, foreign exchange rates and taxes may vary by brand, channel, and location based on a number of factors. Transfer fees and exchange rates subject to change without notice. Valid until October 31, 2022.
Business Response
Date: 09/10/2022
Dear *************************,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you are requesting a refund of the fee for the transaction that you sent because you did not receive the $0 transfer fee promotion thru October of 2022 for your first online transfer.

Western Union processed a fee refund in the amount of 21.49 with the tracking number (MTCN) XXX-XXX-****. Your refund is available for pickup at any Western Union agent location in **********.

Please visit a Western Union location in ********** and complete a To Receive Money Form with the following details:

* Sender: Western Union Customer Care
* Receiver: *************************
* MTCN: XXX-XXX-****
* Amount: 21.49

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.

Western Union would like to provide you with promotional codes for 4 future zero-fee money transfers:

QXXXX-10300XXXX Expire 1/1/2023
QXXXX-10300XXXX Expire 1/1/2023
QXXXX-10300XXXX Expire 1/1/2023
QXXXX-10300XXXX Expire 1/1/2023

The code must be entered exactly as displayed; dash included. The promotional code is applicable for our retail locations as well as our ************ and Telephone ************** services, as long as the services are enabled in the sending country. If you want to use our retail services, please be aware you will need to inform the agent that you have a promotional code before your money transfer is initiated, as it cannot be applied after the transfer has been completed.

We sincerely 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 get in touch with our Corporate Headquarters at ************ and provide the Western Union Reference #:165785846 to be connected to me directly. You may also email us at ************************************************************************************.

Kind Regards,

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

Customer Answer
Date: 09/12/2022
Hello,
A customer service executive from ******************************************* reached out to me today and resolved the issue.
complaint #********
Thank you for your support with this matter, without your help it wouldn't have been resolved!
*****
Initial Complaint
Date:09/08/2022
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.
REQUESTING A REISSUE OF CHECK IN THE AMOUNT OF $340 FOR CLAIM #WUU-700070133
Business Response
Date: 09/14/2022
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.

I reviewed the claim number above and I was not able to find records of this within the Western Union systems. We believe that this might be related to the Remission process being followed by the US ********** of ******** however,before providing you with further information we need to validate if this claim is related solely to ** or if the *** is involved as well.

To further investigate your concerns, please provide us with the following information:

-Please provide a copy of the check received and of any letter that was included at the time this was provided to you.

I attempted to call you to the phone number included on your complaint but was unable to get through to you, please let me know your preferred time to be contacted for us to be able to provide timely updates regarding your case.

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 923
Executive Resolutions Team
Initial Complaint
Date:09/08/2022
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 got a letter 4-5 months ago from WesternUnion that I have a refund from an incomplete transaction. Unfortunately I lost the letter. An agent from the company was able to provide me the needed informations. Ive been following it up for more than 3 weeks now. The back office that is responsible for the completion of the refund was asking me to provide the original letter despite the fact that I told them that I lost it but all the informations were on their system. Yet I was told that my case cant be located. Every time I called using my tracking number went through successfully but was told that the back office will have the final say. Please help me get my refund. Thank you for your kind attention . My MTCN ********** case no. ********* Date of transaction Nov. 3, 2021 Amount $935.39 Sender *************************** I have no receipt because I did it on line.Sincerely,***************************
Business Response
Date: 09/12/2022
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 submitted a refund request. You are requesting assistance in having your request completed as you have not received a refund to date.

Western Union has investigated this matter. Our records show that on 3 November 2021, you initiated a money transfer from ***************** to a receiver located in ***************** via the money transfer control number (MTCN): XXX-XXX-2671.
Please be aware that our relevant department has confirmed that this transaction was not completed. As a result,the funds for this transaction were not acknowledged or deposited with Western Union.
Kindly contact your bank to confirm the status of the funds from their end.
If you disagree with the provided information kindly provide a copy of a valid bank statement (with visible banking details)showing Western Unions charges for further investigation.
Bank statement should include:
Bank name or logo
Account holders name
Bank account number
Date the statement was issued or exported
Date of the debit from Western Union (3 November 2021) to 20 business days after.

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 email us at ************************************************************************************ and provide the Western Union Reference #: 165720667.

Sincerely,

The Western Union Executive Resolutions Team
Initial Complaint
Date:09/06/2022
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 1000$ money order that my landlords bank couldn't take. Western Union told me to take it to one of there locations to cash it went too three all refused to do it... Went though there refund process charged me 15 additional dollars to send me a paper check that couldn't be cashed at there location so I took it to there bank ***** fargo and they refused to cash it idk what to do now
Business Response
Date: 09/08/2022
Western Union reference number: 165532024

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

We are writing in response to the complaint received from you dated 09/06/2022 that was addressed to our corporate headquarters. In your complaint, you indicate that: you tried to cash the check refund for your Money Order, however,unfortunately the banks will not cash it.

I am a specialist for the Executive Resolutions team at Western Unions corporate headquarters, and we have completed our investigation, see the outcome below:

According to our conversation over the phone yesterday, you accepted to have this money refunded to you with a transaction number, thus you can pick it up at any Western Union location. Please be advised that Western Union processed a refund on 09/08/2022 in the amount of $985 with the tracking number (MTCN) ************.Your refund is available for pickup at any Western Union agent location in ********,*************.

We sincerely regret the inconvenience you experienced with the initial handling of your issues.

If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #:165532024 to be connected to me directly. You may also email us at ************************************************************************************.

Sincerely,

*****, OP ID #***
Executive Resolutions Team
Initial Complaint
Date:09/04/2022
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.
I have tried to send money to my fiance, FIVE times, today (9-4-2022). Three times, at ******* #*****, once at ******* #*****, and once thru the app. AND the last three times, it was REFUSED. The first two times, the cashier at wm #*****, put in the receivers name WRONG, and that locked me out. At the third attempt, that cashier said I had to wait an hour to try again. I waited nearly 1:15min, when I tried it at the wm #*****. Their website requires that I save my credit card information, and I DO NOT LIKE websites, saving my credit card. I will not be using their service anymore, but they NEED TO CHANGE THIS. And as I try to relog in, to delete my account, I'm LOCKED OUT.
Business Response
Date: 09/08/2022
Dear *********************
I hope that this e-mail finds you well.
Western Union is writing in response to the complaint received from you through the Better Business Bureau. In the complaint you indicate that you were unable to send funds from a retail location, and you requested to have your Western Union account deleted.
Please be advised that we have submitted a request to have your account deleted per your request. Once this has been completed, you will be contacted via e-mail with the confirmation.
We 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,

********************* 912
Executive Resolutions Team
Initial Complaint
Date:08/30/2022
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.
July 11 I received my pension payment through Western Union for the amount of euros ********. I was supposed to cash this amount in my State (********). However, after several calls and trip to different ** locations, I found out that WESTERN UNION won't pay this amount as the Company does not have any ******** location to pay such a large amount. Yesterday, upon suggestions of 5 different ** Representatives, had to drive over 150 miles to those locations identified by Western Union but I got the same answer! They can't pay said amount though it refers to my pension and after providing with all the details received from CITIBANK! Also, Citibank in a communication dated July 11, stated that I can cash the abovementioned amount at any Western Union Agent in the U.S. (but this is not TRUE!). Western Union has not been paying my pension so far and will never do it! They have strict policies but I don't get my money, I am going to report this case to the U.S. Authorities and my lawyers! I am desperate because I have to pay several bills!
Business Response
Date: 09/01/2022
Dear *************************************

Western Union is writing in response to the complaint received from you through the Better Business Bureau.

In the complaint you indicate that you have not been able to collect your transaction because the agent locations that you have visited do not handle the encashment amount. Per our conversation over the phone,you indicated that you found an agent location that will pay the transaction.

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

Customer Answer
Date: 09/01/2022

Complaint: 17800049

I am rejecting this response, because at this time I have not received yet the amount and am seeking compensation for all inconveniences I have experienced, including an international flight I could have avoided if Western Union would have been more flexible.I have been contacting 7 times Western Union Agents to cash my money related to my pension. I have been driving miles to different ** locations and have always been denied the payment.

Sincerely,

*************************************
Initial Complaint
Date:08/26/2022
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.
Your tracking number (MTCN) is:********** Date of transactions: 08/19/2022 22:59:08 ET Payment Information:Card Type:MasterCard Card Number:XXXX-XXXX-XXXX-3741 Expiration Date:XX/XXXX Transaction Type:Purchase Payout Information:Today's Date:August 19, 2022 Date available in Final Receiver's Country :August 20, 2022 Delivery **************************** account Billing Summary:Transfer Amount:1,573.95 USD Transfer Fees:+ ***** USD Promotion Discount:- ***** USD Total:1,576.38 USD Transfer Summary:Exchange Rate:1 USD = ******* INR Transfer Amount:125,000.75 INR Total to Final Receiver:125,000.75 INR The transfer was never success until today when iam filing the complaint as they promised and this is not first time even, i had very urgent need for my family ***** and the funds were not available as promised by western union. Please help me here.Best Regards,*****************************
Business Response
Date: 08/27/2022
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 state that you initiated a Western Union transaction that was not made available to your receiver by the date promised.You are asking for a refund.
Western Union has investigated

MTCN:XXX-XXX-6594

Our records show that on 8/19/22, you initiated an online Direct to Bank transaction in the amount of $1,573.95 USD to be paid to *********************** ******** in India.

Western Union confirms this transaction was not made available as stated on your receipt due to it being rejected by our bank partner on 8/23/22.

Western Union has processed a full refund including charges in the amount of $1,576.38 USD This refund was issued on August 23, 2022, to your card ending in: ****. 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.

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

******************************,OP ID # ***
Executive Resolutions Team
Initial Complaint
Date:08/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a money order that I could not use so I requested a refund through the process that Western Union told me to on 7/30/2022 asking for it to be put back into the account it was purchased from. They mailed a "Check" on 8/3/2022 that I was not able to cash even at the originating bank because it is a "draft" and cannot be cashed it has to be deposited. I can't deposit it because I only have online banking and it can't be deposited through mobile deposit. So I finally got tired of it and called 17th and asked for it to be paid another way and they told me they would send a number so that I can just pick it up at a western union place within 24 to 48 hours. Now I am being told that is is ***** business hours which is not a thing and it is now the 22nd and I still do not have my funds.
Business Response
Date: 08/29/2022
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, as previously requested, to investigate your concerns,please provide us with the following information:

* Please provide the Money Order number and amount.

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 # ***
Executive Resolutions Team
Initial Complaint
Date:08/22/2022
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.
Someone stole my information and fraudulently use my account info to send Western union payments to someone I dont know. I filed an dispute through my bank and it was declined because western union claimed that these transactions were valid. They absolutely were not valid. Ive called over a dozen times and email the appropriate departments to for my claim and no one ever reached out and I cant get an update. Im in my 70s and do not have these funds to spare or the time and energy to continue to try to get someone to help me. Ive gone back to the bank several times to see if they can assist me in calling and even with a representative western union is terrible to work with and no one assists. I have never and will never use western union
Business Response
Date: 08/27/2022
Dear ***************************,

We are writing in response to the complaint received from you through the Better Business Bureau (BBB)portal. In your complaint, you request a refund for two transactions sent without your authorization via Western Union service to *******. You indicate that you have been denied a refund by your bank and ask that Western Union issue a refund of your funds.
Western Union has investigated

MTCN:XXX-XXX-0387

Our records show that on 12/18/2021, an online money transfer was sent from ***************** in the amount of $999.000 USD to ***************************** in *******.

On 12/18/2021, a person with identification bearing the name of ***************************** went to an agent location in ******* to pick up the money transfer and provided the tracking number (MTCN), senders name, place of origin, and the amount expected.

Based on the investigation results, Western Union has determined that you are not eligible for a refund.

MTCN XXX-XXX-7074

Our records show that on 12/18/21, an online money transfer was sent from ***************** in the amount of $1,999.00 USD to ***************************** in *******.

On 12/18/21, a person with identification bearing the name of ***************************** went to an agent location in ******* to pick up the money transfer and provided the tracking number (MTCN), senders name, please or origin, and the amount expected.

Please be advised that all Western Union money transfers require the tracking number (MTCN) as well as a valid government-issued photo identification(s) to be released for payment.

Western Union is concerned about consumers and consumer fraud and has many procedures in place to help combat fraud and increase consumer awareness of scams. For example, Western Union provides consumer fraud warnings and other consumer protection information on its website at https://www.wu.com/fraudawareness.Additionally, Western Unions website and the receipts provided at the agent location contain a toll-free number consumers may call if they suspect they have been victims of fraud.

To help protect your personal information from unauthorized access and use we use different measures such as physical, electronic, and procedural safeguards,including computer safeguards and secured files and buildings. We also limit access to your personal information to those employees, agents, and representatives that have a need to know.

When a consumer reports to Western Union that they may have been a victim of fraud,Western Union takes a report and is available to assist your local law enforcement in their investigation. According to our records, you filed a fraud report with Western Union on 6/21/2022, fraud case number: ********* & 159182124.In addition, Western Union has taken the necessary steps to deactivate your personal customer profile at this time.

We also recommend that you again contact your bank about the unauthorized charge(s) on your account. You may want to inquire about any available options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.

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

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

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