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

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.

Initial Complaint
Date:07/15/2022
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 used Western Union to send money to pay my mortgage on June 2. Found out from the mortgage company July 5 that they never received it. I have been in contact with Western Union and they have not yet refunded my money. I no longer have the tracking number because it has been over a month and I assumed they had received it. They have asked me questions more than once that they have already received a reply to. It has been it has well over a week and I need the refund so I can pay my bills. They almost caused a default on my mortgage and I could have lost my house. It was for $621.11.
Business Response
Date: 07/25/2022
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 did not receive a refund requested to date. You are asking for assistance.

Please be advised that your investigation is still in progress. The resolution will be sent under separate cover to the email
address indicated on the profile.

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

Sincerely,

Western Union Executive Resolutions Team
Customer Answer
Date: 07/25/2022

Complaint: 17572907

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 07/25/2022
Western Union has requsted and been sent the same information three times now. They are not cooperating and sending a refund. They keep putting me off.
Customer Answer
Date: 08/02/2022
To proceed please respond with the following:
- Western Union location *Name and Address where funds were sent from: ******************* ***************************************************** 98204
- Copy of Western Union Receipt: ATTACHED COPY OF RECEIPT FROM THE ******************* WESTERN UNION
- Western Union Preferred Customer Number: I DON'T HAVE ONE, NEVER USED WESTERN UNION BEFORE AND WILL NOT USE AGAIN
- Phone Number that was used when sending the transfer: ************ WHICH YOU HAVE NOW BEEN GIVEN 4 TIMES...
- Does your name have any additional variations such as middle name.? NO VARIATIONS
- Any possible identifying information that will help us locate your account : NONE I HAVE TOLD YOU THAT 4 TIMES ALREADY
I HAVE HAD IT WITH YOUR COMPANY, YOU ARE PUNISHING ME FOR YOUR MISTAKE.....

I have had it with them. They should just refund my money and then find it and reimburse themselves. I am not able to pay my next mortgage payment due by August 5 thanks to them. I cannot even buy a gallon of milk. They have asked for the same information at least 4 times now and had received the same answer.

***********************
"You, yourself, as much as anybody in the
entire universe, deserves your love and
affection."
- The Buddha
Business Response
Date: 08/10/2022
Western Union reference number: *********

Dear ***********************,
We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your rebuttal complaint, you indicate that you have provided all information regarding a transaction you initiated via our service intended as a payment to your mortgage lender. You are requesting a refund of the funds totaling ****** USD.
Western Union has previously investigated this matter. Our records indicate that we received your communication on 7/18/2022 stating that a transaction you initiated via Western Union had not been received. You provided a bank statement that reflected a charge to your account from the agent location where the transaction was initiated.
Western Union engaged the assistance of our operating managers in order to communicate with the agent location in order to locate the transaction due to no records of a transaction was found within Western Unions systems.
Several emails were exchanged requesting clarification on the information used to send the transaction, this was done to further search for your transaction.
As a one-time exception, Western Union issued a concession prior to a response from our operating managers. Concession was completed with the tracking number (MTCN) XXX-XXX- **** in the amount of $****** on 8/5/2022. Our records indicate that you collected the funds the same day from a retail location in Washington.
A response was received from the sending agent providing confirmation the transaction was not processed via any Western Union system or any of its subsidiaries,therefore, a refund applicable.
We recommend that you communicate with the service provider used to initiate the transaction in to confirm its processing and request further guidance regarding its status.
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:07/14/2022
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.
Today I attempted to send money with Western Union online. I've used this service with my debit card prior but the fee of ***** was prohibitive. However the option to use my checking account was ***** so i chose that method. I bank with Chase and it refused to accept my checking account but will accept the debit card from the exact account it's attached to. I called 3x and was told it should work. Then i was hung up on. Now I have requested a supervisor but have been on hold over 30 minutes after being told a supervisor was not available. I believe this is extortion. I am a US citizen simply sending my Grandaughter ****** to help with school clothes. I have twice before sent these funds with the same account without any issue but when i choose bank account option to save fifty dollars i am denied. Four calls this morning have resulted in hang *** when i calmly explain the problem. Is this extortion? I believe this is worthy of investigation and class action lawsuits.
Business Response
Date: 07/21/2022
Dear *************************
Western Union is writing in response to the complaint received from you through the Better Business Bureau.In the complaint you indicate that the transaction that you attempted to complete online was declined.
Western Union has investigated this matter. Our records confirm that the transaction was not declined because of the method of payment that you used, however we are unable to share the reason why the money transfers were declined. The decision to decline was based on Western Union policy related to our legal obligations. Please refer to Western Unions Terms and Conditions at www.wu.com for more information.
We sincerely apologize for the inconvenience you experienced using our services. We hope that you won't form your opinion about us based on this incident and give us another opportunity to provide you with the high-quality service that has made Western Union a global leader in the money transfer industry.
If you have any questions or concerns, please feel free to contact our Corporate Headquarters at ************, and provide the Western Union Reference #: ********* to be connected to me directly. You may also email us at ************************************************************************************.

Sincerely,

********* Op 912
Executive Resolutions Team
Initial Complaint
Date:07/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 7,2022 and July 10,2022 I purchased several money orders from western union for rent. The intended receiver stated they never received these payments. I had a stop payment placed in hopes to retrieve the funds as soon as possible to make a rent payment. I was told the process can take up to 30 days to receive it by mail. However, i did not pay for my transfer by mail so why do I have to wait so long. This is ridiculous, it is important that i have this resolved as soon as possible or i may in fact be homeless. Seems like no one cares and I keep getting the turnaround time shoved in my face. Why cant this be refunded and wired to me via store. The same way I purchased it. This is horrible. Maybe I can live at a western union location I guess!
Business Response
Date: 07/19/2022
Western Union reference number: 161120458

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 in getting your Money Order refund. You are asking for assistance to resolve this matter.

Western Union has investigated this matter. Our records show that we receiver your refund request on 7/11/2022 and the appropriate business unit processed your request on 07/12/2022 and refund checks were issued for MOs: XXX-XXXX-**** and XXX-XXXX- ****. As per your request we received on 7/14/2022 Western Union put a stop payment on the mail refund checks and processed the refunds via tracking number. Please be advised that refund information was sent to you in a separate email to the email address mentioned in your complaint.

However, please note that we are unable to process your request for MO number: XXX-XXXX-**** as required documentation was not provided to Western Union. To proceed with your request, please provide the following:
Complete MO customer request form
The $15 processing fee
Please provide the required information so that we can assist you further.
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 #: 161120458.

Sincerely,
Western Union Executive Resolutions Team
Initial Complaint
Date:07/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A tenant paid rent with a money order. The money order was lost before deposited. We contacted Western union to place a stop payment, they stated already cashed. In the last year, we have completed and notarized all the required forms and mailed to Western union 4 times, signature requested delivery, and also email to forgery department. Called customer service over 22 times to follow up on the status of forged money order. Escalated three times, Case #********* and Case #********* and no response. Last phone call today 07.13.22 customer service rep checked file and does see all forms received, placed me on hold once again and hung up. As they figure I'll get frustrated and give up. No, its a money order for $935 and someone stole and cashed, and I want my money. Money order #**-680782914 $935.00 issued to *********************** and Purchaser is *************************. Frustrating to call another country and not get any assistance. Went to the vendor that cashed the money order and they stopped doing business with Western Union a year ago and can't help.
Business Response
Date: 07/15/2022
Western Union reference number: 161057705
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 had one Western Union Money Order that was lost and cashed fraudulently. You provided required documents to Western Union; however, you have not received any information regarding the status of your request. You are asking for assistance in this matter.
Thank you for contacting Western Union regarding your Money Order: XXX-XXXX-2914.
Western Union has investigated this matter. Please be advised that our records show that we received your money forgery refund request via mail on 2/24/2022, 3/23/2022 and 5/4/2022; however, appropriate business unit advised you that Western Union cannot process your request as Intended Payee Affidavit must be completed by and submitted by payee, as Money Order die not appear to be altered.
We received required documentation on 7/13/2022 and the appropriate business unit processed your request on 7/15/2022. The Western Union ****************** will coordinate with the **** of ***** Deposit (****).
At the time of presentment, a **** is obligated to warrant that the Money Order has not been tampered with or altered to change the obligation of the party that is being paid and that all signatures are authentic and original. Western Union does not guarantee that payment will be recovered from the *****

Western Union will be acting on your behalf to collect the funds from the ***** Final determination will be made by the **** after conducting their internal investigation.
The average time to resolve a forgery claim is ****** days and, in most cases, a **** will not provide a resolution prior to 120 days. Western Union cannot expedite this process since it is fully conducted by the ***** We will send the resolution to your postal address as soon as we receive respond from *****
Thank you in advance for your patience and cooperation in getting this matter resolved.
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 #: 161057705.
Sincerely,
Western Union Executive Resolutions Team
Customer Answer
Date: 07/15/2022

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.

However, I would like to have on record that the forms have been sent 5 times with signature required request each time (all 3 completed/notarized forms) 05/03/2021, 09/27/2021, 11/29/2021, 12/29/2021, 03/24/2022 have post office receipts attached. Was instructed to email to the forgery department on May 17, 2022 to expedite. Each time told to give 10 business days and call to confirm receipt and follow up. Each time I called I was told one form missing. Each time I mailed items I mailed as a complete package. Three times escalated to speak with supervisor and each time no response. So, the date provided are just the recent dates. I have been working on this for over a year, so I wanted the file recorded of the attempts to get funds from a forged lost money order.

Sincerely,

***********************
Initial Complaint
Date:07/13/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to talk to an actual person in customer service for weeks now. The ************ are 4 automated options that doesnt answer why you call. Ive had $250.00 dollars in money orders fraudulent cash and I have sent money to have a refund processed an cannot get Anyone to give me information. This has been going on since May 11, 2022. Please help.
Business Response
Date: 07/16/2022

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

We are writing in response to your complaint through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you are requesting a refund for money orders that were lost or stolen.

Please be informed that we received documentation from you on 05/19/22 and it was processed on 05/24/22.

Refund check #*********** was processed for $20.00 under the Money Order #***********. It is still outstanding as of now.

Money Orders #*********** *********** were already paid on 05/10/22 thus R15 letter with asking to provide processing fee was sent.

Processing fees received and added to MOs on 07/06/22. Photocopies were sent to your mailing address.

Please find photocopies of paid items sent to you under separate email for privacy purposes.

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 #:161044887 to be connected to me directly. You may also email us at ************************************************************************************.

Kind Regards,

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

Customer Answer
Date: 07/18/2022
Thank you for responding to my complaint. However Western Unions response is that the money orders have been cashed by an individual I do not know. Clearly they were altered to this individuals name(***** Garlic?). These money orders were sent to 2 different businesses in Fayetteville. My account numbers are on them. Please help me get my money refunded. Thank you for all your assistance. ****** Griffin
Business Response
Date: 07/29/2022

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 Money Order ************ and ************ were cashed by someone other than the intended payee. You believe that funds should be refunded to you.
Our records show that after you have received a copy of the cashed money order, you indicated that the item was forged, and the intended payee did not receive the funds for it. Your case is eligible for a forgery investigation. A forgery claim can be initiated by sending a complete, signed, and notarized forgery affidavit form (see attached form) and a signed forgery acceptance letter to the Western Union ********************************************* through email: ************************************************************************************.

Once the completed Forgery affidavit and Acceptance letter have been returned to the ********************************************* along with any pertinent documents such as police report or copy of the money order prior to it being altered, if available, we will forward your claim to the Western Union ******************* The Western Union ****************** will coordinate with the **** of ***** Deposit (****).

At the time of presentment, a **** is obligated to warrant that the money order has not been tampered with or altered to change the obligation of the party that is being paid and that all signatures are authentic and original. Western Union does not guarantee that payment will be recovered from the ****.

Western Union will be acting on your behalf to collect the funds from the ****. The final determination will be made by the **** after conducting their internal investigation.
Please allow 30 days from the date you return the affidavit of forgery before making any inquiries. The average time to resolve a forgery claim is ****** days, and in most cases, the **** will not provide a resolution before 120 days. Western Union cannot expedite this process since it is fully conducted by the ****.

Thank you in advance for your patience and cooperation in getting this matter resolved. Please feel free to contact us if you have any questions.

Sincerely,

Estefany, OP ID # ***
Executive Resolutions Team
Customer Answer
Date: 08/05/2022

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:07/12/2022
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 was trying to send some money $1000 in my name Srivatsavaram ******* to my sister in *****. The Western union was located in a K mart in Dumore *********. I was told I had a block in my name and i cannot wire money. I have never sent money by western union. I do not know why I have this block. Please let me know.
Business Response
Date: 07/15/2022
Dear Srivatsavaram *******,

We are writing in response to the complaint received from you through the Better Business ****** (BBB) portal. In your complaint, you indicate that: you were advised by the Agent that you were blocked from using Western Union services. You would like to know the reason of being blocked.

Western Union has investigated this matter. On behalf of Western Union, we want to inform you that we do not see any disruption in your ability to conduct money transfers thru Western Union services.

Please be advised that, if the issue persists,kindly let us know by providing additional information:

The error messages
Agent address and name
Date of the incident
Money transfer control number (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 #: *********. You may also email us at *************************************************************************************

Sincerely,

The Western Union Executive Resolutions Team
Initial Complaint
Date:07/12/2022
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 $50 money Order from Western Union in *******. I did not use it. I could not get a refund from any local Western Union locations. I had to download/print a refund processing form (attached) to obtain a refund via US Mail. I submiutted my refund paperwork with copy of original mney order (still in mypossession). Western Union paperwork for refund states: a $15 processing fee will be charged. I received a check in the mail for $24.50. Western Union charged me $24.50 "SERVIVE FEE" instead of the $15 Service fee/Processing fee. I called numerous times with employees reading a script and claiming that I agreed to the $24.50 fee due to the money order not being used within a specific amount fo time. I was also hung up on and then told to call the Western Union ***************** After speaking to the **************** I was told no one is available to speak to me. I am requesting a full refund of $24.50 (for the issues and problems I am being faced with in obatining a refund f a western union money order I purchased and never used.
Business Response
Date: 07/13/2022
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 your money order refund for *********** was incorrect and you received ***** instead of the ***** face value.

As previously addressed, when a Money Order is not used or cashed (presented for payment) within one to three years (depending on the date of purchase), there is a non-refundable service charge applied, this information is printed on every money order sold and is outlined in our terms and conditions at www.westernunion.com.

The service fee submitted for the Money Order refund request (***** USD) is not the same as the service charge applied to depreciated Money Orders.

At the moment, we were able to confirm the amount refunded was correct based on the service charge applied due to the item being depreciated.

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

Sincerely,

****, OP ID #***
Executive Resolutions Team
Customer Answer
Date: 07/13/2022

Complaint: 17521849

I am rejecting this response because: THE PRESIDENT/CEO OF WESTERN UNION HAS AUTHORIZED A FULL REFUND OF THE OVERCHARGED SERVICE FEES.........HOW EVER WE NOW HAVE A DIFFERENT ISSUE THAT WESTERN UNION HAS GIVEN ME A BAD CHECK. MY BANK WILL NOT ALLOW ME TO DEPOSIT OR CH=ASH THIS CHECK. NO CHECK CASHING BUSINESS (AMSCOT, ******** WILL CASH THIS CHECK... AND ***** FARGO OF ***** ******* CLAIMED IT WAS NOT A VALID CHECK BECAUSE THE ***** PRINT IS DETERIORATING.....)

I WILL PROCEED WITH CRIMINAL CHARGES AGAINST WESTERN UNION FOR ISSUING ME A BAD CHECK THAT I CANNOT CASH OR DEPOSIT) IF I AM NOT PROVIDED A FULL REFUND OF $24.50 (THE AMOUNT OF THE CHECK ISSUED) I WILL ONLY ACCEPT A WESTERN UNION TRANSFER

Sincerely,

***********************
cc: Fox news
*** news
CNN news
NBC news
WFLA
Tampa Bay Times
******* Attorney Gen.
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 you are unable to cash your refund check.

Our records indicate that you requested a money transfer refund for check #XXXXXX9234 thus, a stop payment was placed, we issued MTCN XXX-XXX-**** on 09-JUL-2022 in the amount of ***** it was cashed on 10-JUL-2022.

On 15-JUL-2022 you requested a money transfer refund for check #XXXXXX2346 thus, a stop payment was placed,and we issued A one-time concession refund MTCN XXX-XXX-**** was issued to you on 15-JUL-2022 in the amount of ***** and it was cashed on 15-JUL-2022 no further refund is due.

Remember that when a Money Order is not used or cashed (presented for payment) within one to three years (depending on the date of purchase), there is a non-refundable service charge applied, this information is printed on every money order sold and is outlined in our terms and conditions at www.westernunion.com.

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:07/11/2022
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 money through Western Union $300.00 plus **** transaction fee 306 total on Saturday 7/9/2022. They transferred money to themselves by accident is what they finally told me. They keep saying the will call and email never heard anything back. Reference number *********
Business Response
Date: 07/13/2022
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 did not receive a requested refund of the transaction to date. You are requesting assistance in having your request completed as you have not received a refund to date.

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

Western Union has investigated this matter; Our records indicate that on 8 July 2022, you initiated a Western Union money transfer in the amount of ****** USD under Money Transfer Control Number (MTCN): XXX-XXX-9359 from ***************** to the receiver located in ******.

MTCN: XXX-XXX-9359

On 8 July 2022, at 21:48 Eastern Daylight Time, a money transfer was initiated for ****** USD to ***************************** in ******.

On 8 July 2022 the request to change the name of the beneficiary received.

Please be advised that Western Union could not complete your transaction at that time because we cannot verify the information you have provided regarding your transaction in order for us to comply with our legal obligations. We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Unions products or services in the future.

As a result of the aforementioned; our ******************* required a copy of your receivers Identification as well as additional identifying information for verification purposes.

Western Union prides itself on delivering a superior customer experience. Whenever an issue such as you described is brought to our attention, we take it very seriously and move to correct the issue quickly. At this time, we have reviewed the handling of your original refund request and have validated that a mistake was made by the Western Union representative who handled your refund request. We are currently addressing the issues that were identified with the handling of your refund request and will explore all coaching opportunities.

Please be informed that Western Union processed a refund for the principal and charges on 13 July 2022 in the amount of ****** USD via Money Transfer Control Number (MTCN): XXX-XXX-****. Your refund is available for pick up at any Western Union agent location in **********, *****************.

Please be advised that your refund details will be sent to the email address provided in the complaint.

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

Sincerely,

The Western Union Executive Resolutions Team

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The Western Union Company is NOT a BBB Accredited Business.

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The Western Union Company is NOT a BBB Accredited Business.