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

  1033 Broadway St Fresno, CA 93721-2535

• 

  The Western Union Company

  12823 Prairie Ave Hawthorne, CA 90250-5303

• 

  The Western Union Company

  518 S Main St Lewistown, IL 61542-1565

• 

  Western Union

  4351 University Ave San Diego, CA 92105

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:08/06/2022

  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.

  My friend sent me money via Western Union, and they charge a fee to send funds from one person to another, however when I went to get the money they said that the tracking number was not recognized. My friend contacted the bank and they said that the tracking numbers were correct, to contact Western union. Western union took it upon themselves to hold the fund sent to me and not notify me or the sender. They decided without notice to just do what they want with the funds. If I were to do this it would be called theft. This seems to be a practice of theirs without letting the send nor the receiver know this. Then they block you or remove you from being aloud to use this pay for money transfer service with bogus claims of some sort of illegal false activity claim. They have done this in the past and the money was never received back to the sender nor the receiver.

  Business Response

  Date: 08/10/2022

  Western Union Reference Number: 163163954

  
  Dear customer,

  
  We are writing in response to the complaint received from you. In your complaint, you indicate that you are filing a complaint on behalf of someone who sent you a money transfer.

  
  We were unable to investigate this matter. Please be advised that Western Unions contract is with the sender of the money transfer. Therefore, we cannot assist you with your inquiry as you are not the original sender of the money transfer.
  
  Unfortunately,our records do not reflect that we have the authority from the sender to communicate with you directly. However, if they wish that Western Union would communicate with you on their behalf, we encourage you to have the sender complete and execute the enclosed authorization form, specifically identifying you as the individual with who Western Union can communicate directly.  Please be informed that any written authorization signed by the sender must also be notarized by a Notary Public. Upon receipt of the signed and notarized authorization from the sender,Western Union will be able to provide you with the information you require, and hopefully, a resolution to the issue(s) raised in your complaint.

  Alternatively, the sender could reach us at the below contact information and we could assist providing the information needed.

  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************ and provide the Western Union Reference #: 163163954 to be connected to me directly.You may also email us at ************************************************************************************.
  
  
  Sincerely,
  
  *****, OP ID # ***
  Executive Resolutions Team
  

  
  

• Initial Complaint

  Date:08/05/2022

  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 May 13, 2022, I purchased three money orders from a Jewel **** in ****************. Two were for $500, the third was for $42.66. On my way home, I was robbed in a **** and my wallet with the money orders, along with the receipt was stolen. I contacted western Union and they were able to place a stop payment on all three. They were never cashed. I then filed my request for a refund by returning three notarized research request forms, along with a $30 payment for each money order. I sent a copy of the receipt that Jewel provided along with all of the details that was required. After more than 8 weeks of waiting, it was all returned to me with a letter stating that needed proof of purchase. The letter noted that I could send my bank statement showing the purchase, which I did. I just got off the phone with customer service (which is a nightmare) and was told that the information is insufficient, even though I have sent everything that they have asked for. They have my $1044, and another $90 of my money. I need my refund immediately. This is unacceptable. That is my money and I need it.

  Business Response

  Date: 08/16/2022

  Western Union Reference Number:  163163296
   
  Dear *******************,
  
  We are writing in response to the complaint received from you dated 8/6/2022 that was addressed to our corporate headquarters. In your complaint, you indicate that your money orders were stolen, and you requested for a refund.
  
  We received your information, and we are currently processing your refund. Please bear in mind that once that documentation is received our standard process takes 6-8 weeks, and as a onetime exception and courtesy we are processing your request within ***** business hours and then, please allow **** business days for the refund checks to be delivered via mail. If you do not receive the refund checks within the allotted timeframe, please contact us at the number or email address referenced below so we may further assist you.
  
  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 #:163163296. You may also email us at ************************************************************************************.
   
  Sincerely,
   
  *****, OP ID #***
  Executive Resolutions Team

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17679418
  
  I am rejecting this response because: I contacted customer services numerous times to confirm that I was sending all of the information that they needed, including a reprint of the receipt from the store. I waited for more than eight weeks for them to tell me that they needed more information. The money orders were NEVER CASHED. They have had my money since the middle of May. Unacceptable. Not to mention when I have called to ask the status, I have had representatives incorrectly tell me that they WERE cashed, causing me to have EXTREME STRESS and to breakdown. The way that this has been handled is unacceptable. I responded to the businesss response and asked that they refund the $90 that I had paid for the research requests for the three money orders, however they will not respond. This is a very fair request considering what they have put me through. I want a refund for all of the fees that I have paid. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/05/2022

  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 attempted to transfer 999 euros in a western Union office in *********************** on 7/31/22. Unbeknownst to me it was rejected (apparently by the recipient bank) and the money was refunded to the office of the deposit. Meanwhile I had returned to *****************. On Tuesday 8/2 I called the western Union office in *********************** which then tried to get me more information and told me to call *********** to pick ** my money in the **. Upon calling the number and speaking with a representative, I was told I could pick my number up in my town of ******* ** with MTCN **********. The next day, on 8/3, the western Union desk at the Stop and Shop supermarket in ******* ** could not find the ********** transaction. They told me to send an email to ****************************************************************** with a bunch of information. After sending an email, approx 24 hours later I received a reply asking me to call THE SAME EXACT number I had called several days earlier. Their office was closed by that time so I called again Friday 8/5 to change the destination of the transfer. I was informed that the amount I would receive was $931.02 instead of the $959.75 I was quoted on Sunday. I was told that I had accepted their terms and conditions regarding change of destination. Those terms and conditions were WRITTEN IN ******* a language I dont speak!The glaring problem here is that because they told me on Tuesday 8/2 that my money was available for pickup in ******* ** (but actually wasnt) and the amount I would get was CONFIRMED THAT DAY to be $959.75 I did not know I had to change transfer destination and the exchange rate changed in the intervening days. Western Union has created an unfair and frustrating experience that has resulted in me effectively losing (paying them) 28 dollars for the privilege of waiting for them to give me the correct information. I would like the *******************************************************************************************************

  Business Response

  Date: 08/09/2022

  Western Union reference number:  ********* 

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

  
  We are writing in response to the complaint received from you through the Better Business Bureau.

  
  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 processed a refund on 08/09/2022 in the amount of $28.00 and the tracking number (MTCN) details were sent to you via separate email. Your refund is available for pickup at any Western Union agent location in **,***.
  
  
  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.

  
  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,
  
  
  
  Executive Resolutions Team
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17676770
  
  I am rejecting this response because:
  The email I received from Western Union executive resolutions contains links that are NOT clickable and therefor pop e I am not able to process my refund. Western Union needs to test its email links before sending to me.

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

• Initial Complaint

  Date:08/04/2022

  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.

  On 2/28/2020, I purchased a Western Union **** money order from *********** at ********************************************************** in the amount of $500 and $429.23. I mailed the money order to my mortgage company; however they never received them. I contacted *** they put a trace on the money orders, mailed me a copy of both money orders and found that they were deposited on 3/10/2020 at Navy Federal Credit Union in *********, ** into the acct. of ***************************. He or she changed one number of my Mortgage account number written on the front of both money orders. When I reported to ** they told me I had to write a letter. I wrote the letter as instructed and sent it to them, then they told me I had to file a police report. Once I filed the report with the US postal service, I mailed the complaint to **. At this point, I mailed ** everything they requested. Western Union sent a copy of the money orders back to me without any information about refunding the money orders I purchased which had been stolen by ***************************. He changed one number of my mortgage acct. # on the front of the money order and ****** out the name of my mortage company before depositing the money orders directly into his personal acct. (he traced over the 7 and made it a 9 in my mortage acct. No.). I am retired and I am on disability, and I would just like ** to refund me the money for both stolen money orders. According to their guidelines listed on the money orders it says if it appears this item has been forged or altered in any way call this number immediately." I contacted them using the number listed on the money orders which is why they were able to send me a copy of the money orders. The money orders were forged & altered & I have copies of the money orders and the post office inspector general police report complaint which ** told me to file. I also forwarded a copy of the money orders back to them with a copy of the postal police report they told me to file,

  Business Response

  Date: 08/09/2022

  Western Union Reference Number:  162914607
  
  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 experiencing difficulties obtaining a refund from Western Union for your Money Orders.
  
  Western Union has investigated: Our internal support group has confirmed that Money Orders:
  
  17910707744
  17910707745
  
  Both items were paid on 3/12/20
  
  Your Tracer Request was received on 4/17/20 and was processed on 4/30/20- photocopies of the paid items were sent to you via mail. We also received a Research Request from you on 11/6/20.
  
  Please know that we have not received a Forgery Request for these items.
  
  If you want to file a Forgery Claim, we encourage you to complete and return a Purchasers Affidavit.  Once the Affidavit has been received by Western Union, we will review it and if you qualify for a Forgery Claim, we will forward it to the **** of ***** Deposit (BOFD).  We will inform you in writing via address you provided below within 30 days from the date you return the above noted Forgery claim documents whether your inquiry was received, and forgery claim was initiated. Please save a copy of all your documents for personal records.
  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.
  Please know that we have provided you with a Purchasers Affidavit and photocopies of the cashed items securely under separate cover.
  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 #: 162914607.You may also email us at *************************************************************************************
  
  ******************************,OP ID #***
  Executive Resolutions Team
  
  

• Initial Complaint

  Date:08/03/2022

  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 filed for a lost money order on July 9th, 2022. My first refund check for the money order was sent on 7/12/22, I didn't receive it in the mail until July 18th, 2022. I first tried to cash it a few days later but no one would cash it because the ink was coming off. So, I contacted ** and explained that their ink is coming off the check and no one would cash it, so they sent me out another check on July 26th, 2022, that I received August 1st, 2022. I immediately went to Wal Mart (who is in business with **) to try and cash it, but they would not cash it, so I went to ***** Fargo (the financial institution on the check) and they also would not cash it due to account numbers not matching. So basically, it is a fraudulent check. I contacted ** and informed them of this so they said they would generate me a MTCN code that I have now been waiting on for 2 days. I am skeptical that this number will even work when their checks can't even be cashed. I need my money back as soon as possible. I do not just have $900 laying around and I'm desperate. I don't have years for my money to float in the air like some of these reviews say happened. My case number is *********. The original money order amount is $969.16, and the money order number is ***********.

  Business Response

  Date: 08/08/2022

  Western Union reference number: 162858419
   
  Dear Kailyn,
  
  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 experiencing difficulties in getting your refund for Money Order (MO): XXX-XXXX-****. You are asking for assistance to resolve this matter.

  We sincerely apologize for the inconvenience you experienced with your MO 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 investigated this matter. Our records indicate that we received your second money order refund request,and the appropriate business unit processed your request on 7/25/2022. Western Union issued refund checks on 7/26/2022 with the following check number: XXX-XXXX-**** which is outstanding to date.

  As per details mentioned in your complaint, please be advised that Western Union processed a retail refund on 8/8/2022. Please note that refund details were provided to you in a separate email to the email address provided in your complaint.

  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 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 #: 162858419.
  
  Sincerely,
  
  Western Union Executive Resolutions Team

• Initial Complaint

  Date:08/03/2022

  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.

  Money order was purchased and lost in the mail. I have been trying for over a year to find locate it. I have filed notarized claim forms with both the *** U espanol and Western Union and nobody can locate this money order. I have dealt with very rude customer representatives that have not been very helpful at all I'm full of it all and I've been trying to figure this out on my own for over a year now or later. The money order was for the amount of $975, I am not sure if it was one money order for the amount of $500 for the amount of $475 or just 1 money order for $975 but I do know it was purchased at the **** store @ ***** *****************, sylmar **. between 8 and 9 AM on September 4th 2020, It was written out to ************************** *********************************. Purchased by ******************* or ************************* ******************************************** ***** **********. You can also check the address *************************************************. It's a pretty large amount for me and my family and has caused us financial issues and made us late on other bills and caused us to acruelate fees and interest fees on other accounts because of this missing money. Please help, My next step is to contact the Better Business Bureau which I do not want to have to do but since this matter has taken over in a year to resolve I feel like I have I've no other choice. Please contact me at the number provided below or email and hopefully we can have this issue resolved here. Thanks again for your time.

  Business Response

  Date: 08/05/2022

  Western Union reference number:  ***774374
  
  Dear *******************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you have been attempting to acquire a refund of a money order for $ ****** USD that was lost in the mail. You are requesting assistance in getting the refund.
  
  Western Union has investigated this matter and have found that Western Union received one notarized Money Order Research Request form on April 29, 2022 without the $30.00 fee payment required for the search via postal mail.
  
  As a courtesy to you, Western Union conducted the search without the payment and sent you the results in May 2022.
  
  ITEM NOT LOCATED BY WESTERN UNION
  
  No money order serial number was located with the parameters listed on the original research request form.
  
  For further assistance, we requested, in the results letter of May 2022, that you resubmit the Money Order Research Request form for each money order search with the fee payment(s) and provide the parameters of the new search request(s). Additionally,proof of purchase (POP) is required.
  
  Below you will find a list of documents that we can accept as a POP:
  
  The original item (ideal)
  -The original cash register receipt
  -Other Money Orders purchased at the same location for the same amount
  -A bank statement or a prepaid card statement
  -A residents ledger
  -A police report
  -A lease agreement
  -Any sort of contract or agreement verifying the intended purpose of the payment
  
  No further requests have been received.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: ***774374.You may also email us at ************************************************************************************.
  
  Sincerely,
  
  Ako,OP ID # ***
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17664526
  I am rejecting this response because: I have been contacting Western Union for over a year and was told that the $30 fee is only for money orders lost within a year but after a year I do not have to submit the fee for the investigation. I was told this by numerous Western Union representatives, and was assured that I did not need to send the fee and only the notarized form because it has been over a year and at this point Western Union is charging me $2.50 a month to have this unclaimed money order in their possession. Which I think is wrong because if the money order is still in their possession And as in their bank it is still a cruising interest on their behalf with my money. I would like a supervisor a supervisor to contact me directly from Western Union to research this matter. I know that's. I know that I purchased it at that location at that time on that date and it can't just not disappear there has to be something that can be done for people in my situation. Please help as this missing money is causing my family great financial Yes she was I was this money was for my rent and I received an eviction notice because they never received the nomonee ordered. The money order was purchased and cash because that is the only way they would allow me to purchase it at that store and I do not have the receipt because it was lost. I. I had $475 pulled $500 from my bank account that morning in order to purchase this naughty order any order. Please BBB help me resolve this issue. Like I said I contacted money order Western Union within the month of it being lost and was told to file a claim with the mail office 1st that took over 3 months to receive a response. I continue to contact Western Union with no sort of resolution they were giving me different options until finally I was told to file a claim notarized without the fee because it had been over a year.
  Sincerely,
  *******************

• Initial Complaint

  Date:07/29/2022

  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.

  I sent money to a family member in ********* who has a valid I.D. in their home country. Western Union would not release their funds unless my family member could find a ********** national to receive it. This felt like an abuse of power or corruptive practice.I will NEVER use Western Union Again,.

  Business Response

  Date: 08/05/2022

  Western Union reference number: *********
   
  Dear ***********************************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau portal. 
  
  Western Union has investigated this matter. Please be advised that we received confirmation from our Paying Agent in ********* and they have confirmed that accepted and valid ID for foreign customers is Passport. In addition to this, the customer must be validated with the date of entrys stamp or their migration status. In this case, only the Passport was presented at the time of payout, therefore, the payment could not be completed to the receiver. 
  
  As an apology for the inconvenience, Western Union has added 500 points to your My ** account. Your My ** account currently has a balance of 1510 points. These points are available for your immediate use and must be used within one calendar year. 
  
  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,
   
   
  Executive Resolutions Team

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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.

  Someone stole my information and fraudulently sent funds to the *******. This was a completely unauthorized transaction that was done through western unions online service. I attempted to file a dispute with my bank immediately but it was declined by western union who claimed it was an authorized transaction. I called western union and were working with them to fix this concern. They were unwilling to help and it took several hours for me to file a fraud claim. At that time no one told me that this would not allow me to get my monies back. I was told at that time I would be getting correspondence in the mail regarding my claim. After not receiving anything I called back and was told that I have no recourse. They basically said that even though the funds were stolen there is nothing else they can do and I would have to file the dispute with my bank. I explained again that the funds were stolen and I already tried to file the dispute with my back but western union declined it. The representative told me that there is nothing else they are able to do

  Business Response

  Date: 08/01/2022

  
  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 request a refund of a transaction 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 issues a refund of your funds.
  

  Our records show that on 12/18/2021, one online money transfer(s) was sent from ***************** totaling ******** USD to ***************************** in The ******* via Money Transfer Control Number (MTCN) XXX-XXX-0387.
  
  On 12/18/2022, 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.  The amount paid was ****** USD.
  
  Based on the investigation results, 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.
  
  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: *********. 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 *************************************************************************************
  
  
  Sincerely,
  
  Estefany,OP ID # ***
  Executive Resolutions Team 
  

  
  

  Customer Answer

  Date: 08/25/2022

  Hello,
  
  Western union has no resolved my case. I appreciate you assistance 
  
  Sent from my iPhone
  

  
  

• Initial Complaint

  Date:07/27/2022

  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.

  7/25/22 i sent money through western union to a family member. Western union would not let them pick up the money due to an online technical issue with the western union app involving a test question. The family member had his id but they would not let him receive the funds due to a test question they could not accept because it was done online. That family member needed the money right away and western union refunded the money to an overdrawn account without my consent. This caused frustration as i did not say they could do that. Now i owe the family member and cannot send them the money due to an error on western union's end.

  Business Response

  Date: 08/02/2022

  Dear customer,
  
  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:

  
  -Money Transfer Control Number (MTCN)
  -Senders name as it appears on the money transfer
  -Receivers name
  -Transaction amount
  -City and state where the money transfer was sent from.
  -Destination where the money transfer was sent to. 

  Well be glad to proceed accordingly once we receive your response.
   
  Please be aware that missing or pending information may result in a delay of your complaint.
  
  If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: 162223625 to be connected to me directly. You may also email us at ************************************************************************************.
   
  Sincerely,
   
  *****, OP ID # ***
  Executive Resolutions Team

• Initial Complaint

  Date:07/26/2022

  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.

  The transaction was made on 4/5/22 a total of $656 was taken out of my account between 12:04 pm and 12:05pm by two $328.00 charges. The receiver was supposed to be *************************** and I was the sender (*************************). However, the cashier said the transaction did not go through and I was not given a receipt. However, I was given a case reference number by Western Union MTCN 8264178891.As said before, the transaction did not go through and I didn't receive a receipt from the cashier. My card was charged twice for $328. Western Union returned $328 for the first time the card was charged but not for the second time. I reached out to Western Union three months ago and they told me they returned the money the same day but they did not. There should be two reversals for $328 since the transaction did not go through, but there is not.The first charge and first reversal are highlighted in orange. The second charge is not highlighted but it is located below the highlighted transactions. Another image shows the transaction that was not refunded in yellow.

  Business Response

  Date: 08/05/2022

  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, regarding the refund of money transfer initiated on 04/05/2022.
  
  ****** Union has investigated this matter. Please be advised that a refund has been issued to you, and the refund information has been provided to you via separate cover.
  
  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.  
  
  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