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Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

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

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The Western Union Company has 132 locations, listed below.

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    Customer Complaints Summary

    • 960 total complaints in the last 3 years.
    • 404 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 made two transactions using western union, I used Debit Card for the transaction such that the money will be transferred instantly to the receiver's account, I have made the transactions on 23rd july 2022, still I haven't received the money yet, what are you doing with my money? If you are not planning to send it to my receiver's bank account, refund the money instantly.Check the Two MTCN's and refund my money back right away. MTCN's: ***************** 367 **** Moreover the transactions status shows as complete on my account, which clearly is not complete yet.

      Business Response

      Date: 07/28/2022

      Western Union Reference Number: 162058169 

      Dear ******* Durgapathi,

      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 2 transactions and are requesting a refund.

      Our records indicate that the transactions were rejected by the receiving bank.

      (MTCN) ************

      Western Union has processed a full refund including charges in the amount of ****** USD. This refund was issued on 7/27/2022 to your card. 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.


      (MTCN) 112-367-7347 

      Western Union has processed a full refund including charges in the amount of ****** USD. This refund was issued on 7/27/2022 to your card. 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 #:162058169 to be connected to me directly. You may also email us at ************************************************************************************.
       
      Sincerely,

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

    • Initial Complaint

      Date:07/24/2022

      Type:Order Issues
      Status:
      Answered
      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 a payment dispute claim against WesternUnion through my credit union and won. So now because I won WesternUnion has retaliated against me by not letting me use their app anymore to send money to my friends and family. They had charged my account two exact same payments. When they should have only sent that one payment I have authorized.

      Business Response

      Date: 07/28/2022

      Dear ***************** *******,
       
      Western Union is writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that: you cannot use the Western Union app. Your account was charged twice for the same payment, but only one was authorized.You are asking for assistance.


      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 numbers (MTCNs) in question
      Amounts sent
      Names of the receivers
      Date when transactions were sent
      Destination counties

      In addition, please be advised that upon checking our records we have identified that on 15 July 23:59 Eastern Daylight Time, you initiated a money transfer to Bancy ************************* in the amount of ***** USD with the tracking number (MTCN): XXX-XXX-6013.   

      Please be advised that Western Union cannot complete your money transfer at this time because we cannot verify the information you provided regarding your money transfer for us to comply with our legal obligations.  We apologize for the inconvenience; however,we cannot share any additional information regarding this matter due to legal and proprietary reasons. Western Union reviews all money transfers separately,and a previous decision to approve or decline a money transfer does not necessarily result in a decision to approve or decline the use of Western Unions products or services in the future.

      Because of the above, our ******************* requires a copy of your identification in order to release the money transfer mentioned above.

      Regarding the question about using the Western Union app. Please be advised that an answer from the relevant department has been received informing that there is a chargeback, the pending balance that has not been paid to Western Union. Please call us at ************ so we can send a request to unblock the account.

      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,

      Executive Resolutions Team

    • Initial Complaint

      Date:07/24/2022

      Type:Product Issues
      Status:
      Answered
      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 two $557.42 money orders which did not pay my account 2/24/2022 ********** 3/23/2022 ********** these are my tracking numbers

      Business Response

      Date: 08/02/2022

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

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


      We are contacting you in response to the complaint received from you through the Better Business Bureau (BBB) portal.. In your complaint, you indicate that initiated two quick collect transactions on Feb/24/2022 and Mar/23/2022 respectively, both transactions were not credited to your account. You are requesting for refund.


      We are researching this matter and require additional time to respond.


      Western Union considers this case to be in progress.  If you have any additional questions or concerns, please contact our Corporate Headquarters at ************, and provide the Western Union Reference #: *********. You can also email us at ************************************************************************************. 
      Sincerely,

      *******,OP ID OOL
      Executive Resolutions Team


    • Initial Complaint

      Date:07/22/2022

      Type:Product Issues
      Status:
      Answered
      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 tried to pick up my refund at a Western Union site and I was told that the tracking number could not help me; I needed an 8 digit number. So I went home and called Western Union and spoke to a representative and was told, no, you just need the tracking number to get your refund. So I went to another nearby location and I was again told no. The person said she couldn't use the tracking number. I complained, so she called Western Union. The representative told her over the phone that I couldn't get the refund and they would need to assign a case number to me and investigate further. They didn't understand why I had waited 3 months to pick up the money. The letter was dated 4/26/22 and I came to pick up the money on 7/19/22. I am a physician and on most days I work, so I couldn't come earlier. The letter does not give a deadline for when I can receive the refund. I followed Western Union's instructions for picking up the refund and was met with complete bewilderment, as to what I doing there.

      Business Response

      Date: 07/26/2022

      Western Union Reference Number: 161972503 

      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 unable to pick up a refund that was issued to you in April, 2022.

      Western Union processed a new refund on 7/26/2022 in the amount of ***** USD with the tracking number (MTCN) XXX-XXX-****. Your refund is available for pickup at any Western Union agent location in ************. This information provided under separate email cover for security purposes.
       
      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: ***** US DOLLAR
       
      Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cannot claim this refund within 30 days from the date it was issued, you will need to contact us at the number referenced below to get a new MTCN.

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

      If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #:161972503 to be connected to me directly. You may also email us at ************************************************************************************.

      Kind Regards,

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

    • Initial Complaint

      Date:07/22/2022

      Type:Product Issues
      Status:
      Answered
      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 account with Western Union is blocked when sending money to *******. I have been told I have told I went over the sending limit. I ask what the limit is and how long is the block? I am told they do not uve$100 a day. I generally send small sums of money just to be canceled.I send money to various people in the world, yet we all know the problems in *******. Yet not given a valid explanation as to why. Lift the block on me or give me a valid reason in writing so I can address it further.

      Business Response

      Date: 07/30/2022

      Western Union Reference Number: ********* 
       
      Dear ***************************,

      We are writing in response to the complaint received from you that was addressed to our corporate headquarters. 

      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 #: ********* to be connected to me directly. You may also email us at ************************************************************************************.


       
      Sincerely,
       
      ********, OP ID 914
      Executive Resolutions Team

      Customer Answer

      Date: 08/04/2022

       
      Complaint: 17610422

      07/28/2022



      Western Union is asking for me to submit personal information, yet I have not violated any ** sending rules. The daily limit for sending money to ******* is $5000 for western Union. This is posted by Western Union. I have only sent $2395 in less than a year. Yet Western union want my personal living expenses such as my pay stubs. I have sent less than a year than then daily limit.
      Western Union say they are supporting *******. You do not know the ************** you are supporting *******, yet you require me to justify who I am sending money to. You have this information, yet you are requiring me to give this information to you. You are requiring me to show if I have met these people face to face. You have not met them. ******* is a country in turmoil, and I am assisting as this is the person that I am.  I have sent money to *************** and to ********,yet I am not being blocked or questioned there.
      If you want to do your investigation, investigate by the guidelines you have in place for everyone, henceforth I would be cleared.
       I have included my MTCN numbers, however you should be able to verify this. I have previously sent you my drivers License and will resend.




      References
      A - $5000 per day for Western Union 
      https://www.westernunion.com/us/en/send-money-to-*******.html#:~:text=You%20can%20send%20up%20to,to%20Ukraine%20from%20the%20US.

      Supporting Ukriane https://www.westernunion.com/blog/en/supporting-*******/

      Business Response

      Date: 08/16/2022

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

      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.
       
      Sincerely,
       

      Executive Resolutions Team
       


      Customer Answer

      Date: 08/24/2022

       
      Complaint: 17610422

      I am rejecting this response because:

      There are  daily sending requirements of $5000.i have sent less than **** dollars to various people and groups of  people for various needs. Help based !!!! They are asking me questions of who I sent money to, which they have. 

      They have blocked those individuals from receiving western union after they asked and received personal information from them. 

       

      Individuals should not feel bad about giving or receiving money.

       

      I  am not giving them my personal finances , or my work information. They have a copy of my ID which they have requested and received on different occasions. 

       

      Because of ** they blocked her from  receiving funds. She lives in *************** and was to receive funds for her child to go to school from another source. She was unable to receive it from ** as she was blocked permanently. 

      Can you imagine  how embarrassing this is to seem to have done something wrong from friends and family who want to assist you through western union and you have permantmy blocked? 

       


      Sincerely,

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

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This occurred 07/06/2022, I sent money to myself on western union. This money order sent directly to my bank has been on hold for 3 weeks. WesternUnion refuses to give me my money back even though its on hold. But no one can give me a direct answer on why its on hold or when will I get it back. My case number with them is *********. Its in the quantity of 2 grand and they are just pushing the ball from one person to another.

      Business Response

      Date: 07/26/2022

      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 a transaction you sent to your self has been on hold and not delivered to your own bank account as requested. Currently, you are requesting assistance with the delivery of the funds totaling ******** USD.

      Our records show that on 7/6/2022, you initiated a Direct to Bank money transfer to ********************************** located in ****** in the amount of $******** USD with the tracking number (MTCN): XXX-XXX-1394.   

      Western Union could not complete your money transfer at this time because we could verify the information you provided regarding your money transfer for us to comply with our legal obligations.  We apologize for the inconvenience; however,we cannot share any additional information regarding this matter due to legal and proprietary reasons. Western Union reviews all money transfers separately,and a previous decision to approve or decline a money transfer does not necessarily result in a decision to approve or decline the use of Western Unions products or services in the future. Please refer to Western Unions Terms and Conditions at www.wu.com for more information.

      Because of the above, our ******************* required a copy of your identification as well as additional identifying information for verification purposes.

      Western Union received the requested information from you on 7/14/2022. As a result, Western Union confirmed that the transaction can be released. Please be advised that settlement date to your bank account was confirmed for 7/22/2022. Please note that it may take up to 1-2 business day for the receiving bank to settle the funds to your account.

      If you do not receive the funds within this timeframe, please contact us at the number or email we have referenced below so that we may further assist you.  

      Western Union truly values your business and sincerely regrets any inconvenience you have experienced as a result of this process.

      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 

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Answered
      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 or around June 16, 2022 I tried to send money and received the following message. Were sorry, we cant complete any of your transfer requests. Please send an email to ************************************************** with your full name and tracking number (MTCN) number, if available, for instructions on what to do next to be able to use our services. (C2008) [R7008]It took two emails to get their response which was as follows:"Were writing to let you know that, unfortunately, to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we cannot complete any money transfers you may attempt to send or receive in the future.Due to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information. Monse, OP ID # MHV"I then followed their appeal process and was then told the following:"We regret to inform you that according to our internal policy and local regulations, we cannot disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section at westernunion.com for more information."I find it suspect when a company hides behind an 'internal policy' intended to conceal facts about their customers from those very same customers. Also... at this point the only people Western Union have succeeded in harming are the innocent people in *************** who were the recipients of my generosity. At this point I want Western Union to own up to their actions, apologize to the people in *************** they have caused harm to, reinstate my ability to send money, and tell me what exactly they think I did to warrant this treatment. And maybe refund some of their money transfer charges for the aggravation this has caused.

      Business Response

      Date: 07/24/2022

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

      Dear Mark ,

      We are writing to follow up on your concern as the requested information to proceed has not been received.

      Western Union continually monitors the use of its systems to understand its customers usage.

      We apologize for any disruption in your ability to conduct money transfers and any inconvenience this may have caused.

      We have received your communication and require additional information in order process your request:
      Please complete the below Consumer Questionnaire Form. Make sure you complete each section or it could delay your review.
      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 ************************************************************************************ within the next 48 hours to proceed.
      Supporting Documents
      Below are examples of various documents that you may consider providing based on some common reasons for transacting. However, any other relevant documentation to support the use of Western Union will be useful:
      COVID-19 Assistance or Financial Support?
      Receipts for goods or services purchased
      Medical bills or certificates
      Birth or marriage certificate
      Itinerary or flight tickets
      Tuition Assistance or Education?
      Tuition receipts
      Most recent year/term transcripts
      Invoices or purchase receipts
      Family Support or to Purchase Large Items?
      Birth or marriage certificate
      Itinerary or flight tickets
      Invoices
      Property title or other property evidence
      Loan or mortgage statement
      Receipts for goods or services purchased
      Medical bills or certificates
      Purchase agreement
      Business Related Expenses or Charity?
      Business license or other ********************** related documentation
      Tax identification information
      Business registration information or permits or Website Address
      Invoices
      Not-for-profit documents (such as a 501C3 License, etc.)
      Letter of explanation (for example, a letter on company letterhead explaining your position in the organization and why you are sending on their behalf)
      Purchase agreement
      Invoices or purchase receipts
      Payroll receipts
      Sellers permit
      Repayment of a Loan?
      Purchase agreement
      Invoices or purchase receipts
      Property title or other property evidence
      Loan or mortgage statement
      Consumer Questionnaire Form
      Section 1: Personal Information
      Date:
      Full Name:
      Email Address:
      Address:
      Phone Number/s:
      Date of Birth:
      Country of Birth:
      Occupation:
      A recent MTCN (if any)

       
       
      Section 2: Relationship
      Please provide additional information about anyone you have sent money to or received       money 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 transactions 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 #
      Date of birth
      Occupation or business type
      Non-profit or business website address

      Section 5: Fraud Claims
      Have you reported any transactions to Western Union related to a fraud claim? If yes, list the names of the individuals involved and provide a brief explanation.
       
       
       
       
       
       
      Section 6: Documents
      Please list or comment on any documents that you will provide
       
       
       
       
       
       
       
       
       
      Section 7: Final
      Please use this area to provide any additional background information you would like to share about your money transfer needs.
       
       
       
       
       
       
       
       
       
       
      All information and documents we receive from you will remain confidential and are only for Western Unions internal usage. We will only be able to perform your reinstatement review if all information is complete and all supporting documents are provided.

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

      Sincerely,

      Inesa, OP ID: IJU
      Executive Resolutions Team

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Western Union sent My Money Transfer to the wrong company, now I'm out the money.Western Union Tracking # ************

      Business Response

      Date: 07/21/2022

      Western Union has provided a response to the consumer under BBB case ******* and Western Union case number ********* as this is a duplicate complaint that Western Union has investigated. 

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Western Union sent my Money Transfer to the wrong Company, Now I'm out the Money.Western Union Transfer # ************

      Business Response

      Date: 07/21/2022

      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 the send agent had sent your funds to an incorrect ****** and you are out the money. You are requesting the funds to be sent to the correct company.


      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.  

      Thank you for taking your time to speak with me today, July 21, 2022, where I was able to provide a MTCN for a refund of your funds. I appreciate your patience and understanding.


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

      Sincerely,

      Ako,OP ID # ***
      Executive Resolutions Team 
      Tell us why here...

      Customer Answer

      Date: 07/21/2022

       
      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:07/17/2022

      Type:Product Issues
      Status:
      Answered
      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 on Western Union 9 June it's didn't deliver on 26 June I make refund request until 17 July I didn't receive yet I call 30 times I sent couple of mails but not positive reply

      Business Response

      Date: 07/20/2022

      Dear Nirmal *************************,

      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 have not received a refund of your transaction up to date. You are requesting assistance.
      Western Union has investigated this matter. Our records show that on 23 April 2021, you sent money transfer from ***************** to a receiver located in *****************.

      MTCN:XXX-XXX-0356

      On 9 June 2022 at 13:********** Daylight Time, you initiated a money transfer for ****** USD to Nirmal ************************* in *****.

      Please be informed that your refund was delayed due to a technical error that occurred with Western Union systems.

      Accordingly, Western Union identified the technical discrepancy and processed a refund in the amount of ****** USD on 20 July 2022. This refund was confirmed to have been successfully issued to your bank on 20 July 2022. Please be advised it might take 3-7 business days for the refund to be processed. If you do not receive the refund within this time, please contact us directly at the number or email address referenced below so we may further assist you.


      As a courtesy to you and in order to resolve the issue, the Transfer Fee was refunded. We have assigned you with a new Tracking Number to use for a refund of the Transfer Fee.


      Please be advised that the refund details were sent to the email address indicated on the profile.

      We sincerely regret the inconvenience you have experienced with receiving a refund and using our services. We 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,

      Executive Resolutions Team


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