Complaints

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

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  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  2010 Yosemite Pkwy Merced, CA 95341-4327

• 

  Western Union

  1217 E Marshall Ave Longview, TX 75601

• 

  The Western Union Company

  . Seminole, FL 33777

• 

  The Western Union Company

  517 Fremont St. Las Vegas, NV 89101

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:03/13/2025

  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 02/24/2025 deposited money order in my Bank, credits added to account 3 days later account was adjusted credits from money orders removed.didn't find out until Friday when I went to pay hotel bill that funds wasn't available.Contacted Western Union got run around agents claim they would escalate but never did.escalated to same department,is what I found out yesterday.Western Unions business practices are causing me undue hardship,no funds to pay bills.The money orders have no expiration date,if I knew there was a timeframe on when I can use moneyorder.Would never had purchased.Need what I paid for ASAP.Thanks for your time.

  Business Response

  Date: 03/18/2025

  Hi ***** ******,
   
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
   
  Thank you for the confirmation.
  
  We have received confirmation that Money Orders were returned due to being depreciated, since these were purchased back in 2023.
  
  We can proceed with the refund, however for the same we need to receive the form for each of the two Money Orders.
  
  Please fulfilled the attached form and reply once filled out so we can initiate the refund.
   
  At Western Union, we take every matter seriously to improve your experience with our services.
   
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23059693
  
  I am rejecting this response because: I submitted required information to company prior to filing complaint on 3/7/25 Also i found out that there is a statement placed on Back of all money orders today from agent at Western Union that depreciates the value after 1 year. On the back? How would any reasonable Man have known that  a statement  on back of instrument was going to devalue said instrument until after its purchased? I paid more than it was worth ,,now you want me to accept less and send in a form that's says i agree to you charging a fee for both money orders. ******* C as previously stated in our Private correspondence earlier Today please provide me with information requested. 
  
  Sincerely,
  
  ****** Baron 

  Business Response

  Date: 03/31/2025

  Reference number:*********
  
  Hi Baron,
  
  We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  
  To initiate your refund request, we kindly ask you to fill out the attached form as there are no records in our system of having received the needed documentation, please note that one form needs to be filled per Money Order, along with proof of payment for both Money orders, such as a copy of the items or the receipt. We have attached the necessary form for your convenience.
  
  Kindly be advised that as a one-time exception we will be waiving the $15 USD fee that is to be charged for this requests, so you will not have to pay for it.
   
  Regarding the available amount due to the items being depreciated, we apologize for the inconvenience; however, please note that it is the responsibility of every Western Union customer to read and review the information displayed in the Money Order. When buying a Money Order you are essentially accepting the terms and conditions attached to this service and thus, we compromise by making all the information available for easy access to our customers.
  
  At *****************************************, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Max C
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.
  

• Initial Complaint

  Date:03/11/2025

  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.

  **** (shared last name), an authorized user of my Discover credit card, used that card to order a $100 cash transfer through Western Union's website on 2/20, MTCN cited below. As a new customer signing up for ** to do this, she was provided two compatible offers: a $0 transfer fee on the first online transfer, and a $20 Amazon gift card to use a referral code when signing up. All posted terms for both promotions were fulfilled as stated on the ** site's pages, which we have multiple screenshots of for proof, but ** refused to honor them.** charged a $17.49 fee for the transfer and would not reverse it when contacted about the problem. They said they can only offer 50% off the second transfer's fee, including after we asked to speak with a manager. ** also sent only a $10 Amazon gift card to ****, not a $20 gift card as promised. When contacted about this, they claimed fault and said they would correct it but never actually did.**** as the ** account holder and me as the one responsible for the credit card charge would like ** to either honor their terms or to refund the entire transaction. To honor the terms, $17.49 should be refunded to the original payment method and an additional $10 Amazon gift card should be provided to ****** ** account email. Alternatively, to refund the transaction, $117.49 should be refunded to the original payment method and no further compensation or adjustment will be requested in relation to this ************** speaking with **, we told them I would contact the BBB if they refuse to help us. After ** declined to help with either issue, I first reached out to Discover but they said that they do not handle charge disputes involving promotions. Thank you for your time and assistance.

  Business Response

  Date: 03/18/2025

  Western Union - Reference number: 322000834

  Hello **** ****,

  We appreciate your business and are truly sorry for the experience you and **** **** had while using our services.
  Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 11-Mar-2025. In your claim, you mentioned that you referred **** **** who was offered two incentives to sign up to use Western Union services. She could send her 1st transaction with the fee free and would receive a ***** USD ****** gift card. You state that she was charged for her 1st transaction and only received a ***** gift card. You are requesting the fee be returned and another ***** gift card be made available to **** **** or to refund the **** in full.

  We sincerely apologize for any misunderstanding, however,as stated on the screen shots you have provided (the homepage ad and the register page) the $0 fee on your first transfer is not offered for Quick Collect,credit cards or transfers to *****
  
  **** ************ for ****** USD was initiated on 06-MAR-2025 at 12:21:16 EST with the Money In Minutes option using a credit card.

  Additionally, according to the T&C of the program, **** Dunn is entitled to receive a $10 ********** e-gift code per the below section 

  The Program

  Subject to your compliance with these Terms and Conditions, Western Union will provide you a USD$15 Amazon e-gift code and your Referee a USD$10 Amazon e-gift code (the Reward) if your Referee accepts the Program Terms and Conditions through the Referral Link and completes an online Western Union international or domestic Western Union Online Money Transfer (Money Transfer) sent from ***************** of at least USD$100 principal amount within 30 days of creating a profile during the Program Period. Money Transfers must be started and finished through ************************************************** (******************) or the Western Union App (*************). The Program does not apply when sending from Send2CorrectionsSM App.

  (a) To participate as a Referrer, you must (i) have a Western Union online profile, i.e. you are a registered user of ******************************************************************************************** (******************)or the Western Union App (*************); (ii) have shared the referral link; and (iii) the Referee you shared the link with has used the referral link when creating a profile in ********************************************** (*************) or the Western Union App (*************)  The Referrer may refer as many people as they want; however, the Referrer will only receive a Reward for the first 20 Referees per Program Period. If the Referrer refers more than 20, the Referrer will not receive a Reward however the Referee will receive a Reward.  (b) If you want to participate as a Referee, you must be a registered user of ******************************************************************************************** (******************) or Western Union App (United States). Your registration on ************************************************** (******************) or Western Union App (*************) is necessary so that you may perform a Western Union Online Money Transfer and so that we may provide you with any Rewards you earn.

  Please note that **** ************ for ****** USD was successfully collected by the payee, ******* ****, on 20-FEB-2025 at 16:36:03 EST in ******, **********. There is no refund available as the funds were paid to the named payee.

  If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number  322000834 to connect with me directly.

  Thank you for being a valued Western Union customer.

  Ako T
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 03/18/2025

  Complaint: 23033077
  

  Greetings, thanks for getting back to me. Unfortunately, this response is not at all satisfactory. Firstly, the money was not sent to ****, it was sent from ********** to **********, all within *****************. The promotion not applying to "credit cards or transfers to ****" specifically would be irrelevant when sending within the ** as we did. Secondly, no explanation was given for why the website told **** she would receive a $20 gift card and received only $10, or why the agent contacted about this insisted this was an error on the part of ** and would be corrected. The screenshot showing ** saying she would receive $20 was provided as part of this claim and was not addressed whatsoever by you. And now you're saying ** representatives are telling us two conflicting things, meaning ** is definitively providing incorrect information to us about this offer even aside from what the website itself says. ** is not honoring its own website promotions and not even honoring what its own representatives are stating. That makes things worse, not better.
  
  As the complaint has tried to make clear, the originating problem here is that ** is not honoring its web advertisements. The advertisements say transactions sending to **** are excluded from the offer, not transactions sending to the ** like ******* The advertisement says **** will receive a $20 gift card to use the referral code when signing up, not $10. If ** created and continues to promote advertisements on their website that don't match some hidden terms never shown on those pages or associated pages which we were never able to locate, that is not the fault of customers, that was **** choice and is their responsibility to deal with.
  
  It is also interesting that you have contradicted all the ** agents we have spoken with previously about BOTH of these issues. On the day of the transfer, multiple agents said the problem with the fee offer was that ****** account was not properly verified. They said ** designed the system so that new account settings default to not sending email verification requests to email so there would be no indication to **** that verification was required beyond all the verifying she already completed to sign up and send money. When we looked at the account settings, we found out this was a lie and that her settings designated her email address for all alerts and notifications. We took a screenshot of that as well because it was a strange allegation. This is aside from how there was no mention on the offer pages of special additional verification being required for the promotion. Those agents didn't say we were trying to send to **** or that there was anything else preventing the offer from being honored, they said things would have been fine if not for that verification issue and even offered to give her 50% off her next transfer fee.
  
  Now you have proposed a completely different and wholly new explanation for why ** is not honoring its advertisements with no mention of those previous explanations, just as you directly contradicted the agent I spoke to about the gift card problem. That is very sketchy. If you are contradicting all the other ** agents and all of you are contradicting the ** website, it really sounds like we the customers are not the source of the problem here and that ** is doing something wrong. This is currently running as a bait-and-switch scam and it seems like agents are scrambling to say anything they can to refuse to honor the website's promotions, including saying that ** eventually WILL honor the promotion if we just wait and then never actually doing so. Either ** is so incapable of handling these basic things correctly that it constantly provides misinformation that makes resolution impossible for customers or ** is deliberately misleading customers by constantly providing disinformation while making money off that process. Whichever is the case here, denying responsibility for these contradictions and for the offers advertised on the ** website is not an acceptable resolution. Indeed, it is no resolution at all and furthermore highlights that all other current and new customers remain at risk from these unethical profiteering behaviors.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/28/2025

  Reference number: *********
  
  Hi ****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from March 26th .
  
  We are deeply sorry for the inconveniences that this situation may cause you.
  
  The incentives provided were correct, according to our T&C program **** **** is entitled to receive a $10 USD amazon gift code per the below section:
  
  The Program
  
  Subject to your compliance with these Terms and Conditions, Western Union will provide you a USD$15 Amazon e-gift code and your Referee a USD$10 Amazon e-gift code (the Reward) if your Referee accepts the Program Terms and Conditions through the Referral Link and completes an online Western Union international or domestic Western Union Online Money Transfer (Money Transfer) sent from the ************* of at least USD$100 principal amount within 30 days of creating a profile during the Program Period. Money Transfers must be started and finished through ************************************************** (*************) or the Western Union App (*************). The Program does not apply when sending from Send2CorrectionsSM App.
  (a) To participate as a Referrer, you must (i) have a Western Union online profile, i.e. you are a registered user of ******************************************************************************************** (*************)or the Western Union App (*************); (ii) have shared the referral link; and (iii) the Referee you shared the link with has used the referral link when creating a profile in ********************************************** (*************) or the Western Union App (*************)  The Referrer may refer as many people as they want; however, the Referrer will only receive a Reward for the first 20 Referees per Program Period. If the Referrer refers more than 20, the Referrer will not receive a Reward however the Referee will receive a Reward.  (b) If you want to participate as a Referee, you must be a registered user of ******************************************************************************************** (*************) or Western Union App (United States). Your registration on ************************************************** (*************) or Western Union
  App (*************) is necessary so that you may perform a Western Union Online Money Transfer and so that we may provide you with any Rewards you earn.
  
  
  Furthermore, we are going to investigate those web advertisements to avoid  more confusing in the future.
  
  Once again, sorry for the miscommunication we want to offer you a promotional codes for a zero-fee money transfer.
  
  
  Q6301-105000939        Expire 12/31/2025
  Q6301-105000947        Expire 12/31/2025
  Q6301-105000954        Expire 12/31/2025
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Max C
  Executive Resolutions Team
  
  
  Send and Track Money Online Now | Western Union
  Send and track money from ***************** with Western Union's international money transfer services. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23033077
  
  Hi, thanks for your latest response and offer.  Since you have reiterated that you are refusing to honor either of **** advertisements, and have not even stated that ** will cease its bait-and-switch false advertising after being called out on it with screenshots as evidence, this is not an acceptable resolution, I'm sorry to say.  It doesn't help us and it doesn't help all the other customers ** may potentially be scamming.
  
  As a result of how things have gone, **** has no interest in dealing with ** ever again and will be closing her account permanently as soon as these issues are handled, so your generous offer of 3 free additional transactions unfortunately moves everything in the wrong direction for her.  ** has already said in these messages that the ** website can't be trusted and the ** customer service agents can't be trusted, so it would be quite unwise to put even more money in **** hands.  As the person responsible for paying off the card that was used, I have already lost too much money to **** ongoing deceptions and would not want to be subject to further losses either; I back her decision to close her account and never return and thus am unable to accept your offer.
  
  Your offer doesn't make either of us whole and, just as notably, doesn't fix any of the problems which led to our current position: false advertisements, agents giving incorrect and highly misleading information, a refusal to offer anything that doesn't require us to keep using ** despite the clear risks and ***** in doing so.  If a restaurant gave you food poisoning two times in a row because they were mishandling their meats and then said their only offer to resolve this is to give you some free food the next time you dine there, I think you would not find that a helpful offer.  You don't want even more food poisoning, and I'm sure you don't want anyone else getting food poisoning either even if you never return yourself.
  
  I appreciate that you say "we are going to investigate" (future tense), but that does not guarantee any meaningful action will be taken. It is also a bit late, given that ** has been tricking people for well over a month since we first reported these issues, and probably for a while before that as well.  Calling **** writing "$20" when they actually intend to provide $10 "miscommunication" also seems disingenuous.  There is no vagueness or interpretation problems, it is just a flat out explicitly incorrect claim made in the website ad.  Nobody reading it might think you actually mean $10 instead of $20.  I understand and empathize if you are not authorized to offer anything other than what you have offered, but since what you can offer does not resolve the situation, I must decline.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/10/2025

  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 went in to the Western Union at ********************* in *******, ***** with the attached document and address to have the said amount of ******* sent by Moneygram to TFS Bill **** The employee sent the payment to the incorrect billing company. I went in and requested a refund. Your employee indicated a ***** hour wait. I have waited that amount of time and more with little to no resolution, This is imperative that I receive my refund to settle initial payment to my bankruptcy case. My case is under consideration for dismissal due to this fatal error by your employee representative at ******. Please resolve this problem and refund me my money so I can submit my payment to the appropriate **** *****.

  Business Response

  Date: 03/15/2025

  Reference number: *********
   
  Hi *******,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Please note that Weve fully refunded your money transfer and fees, totaling ******** USD on 14-MAR-2025 with the tracking number (MTCN) below. You can pick up the money at any Western Union agent location in ** ******

  When collecting your refund, please provide the following details:

  
  Sender:******* ******
  Receiver:******* ******
  MTCN:************
  Amount: ******** USD

  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.

  
  We want to offer you a promotional code for future zero-fee money transfers:

  
  Promo code:  Q6301-080930219             Expiration date: 12/31/2025
  Promo code:  Q6301-483042839             Expiration date: 12/31/2025
  Promo code:  Q6301-182234688             Expiration date: 12/31/2025

  
  The promotional code must be entered exactly as displayed; dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  ****** *.
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:03/05/2025

  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 purchased 2 $75 money orders they were lost in mail, I requested a refund for the money orders and they sent me a refund with the wrong name on the check and I have been trying over and over for months to get them to send me the correct checks with the name spelled correctly but it's been constantly ignored, this has been going on since April of 2024 please help I need my $150.

  Business Response

  Date: 03/12/2025

  Reference number: 320758375
   
  
  Hi ****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 03/06/2025 submitted through the Better Business Bureau (BBB) regarding the refund request of two Money Orders.
  
  As we discussed over the phone, we have sent a total amount of 140.00 USD your way on 03/12/2025. To pick up your funds, please visit any Western Union agent location in **/WI with the tracking numbers (MTCNs) below and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

  
  Sender: Western Union Customer Care
  Receiver: **** *****
  MTCN: ************ | ***** USD
  MTCN: 930-163-5151 | ***** USD
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 320758375 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  
  ****** *.
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 03/15/2025

   
  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:03/04/2025

  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.

  There are no brick and mortar Western Union locations anywhere in ********, and the grocery stores or pharmacies they are housed in will not distribute the amount in question. It is beyond what they are ever carrying on hand, or at least care to admit they are carrying. Thus the money is held hostage. They refuse to release the money to a bank account, despite their website stating they can. The sender must cancel the original order and make a new one providing the recipient's banking information in order to send the money to a bank as opposed to cash pick up. These are draconian and supremely outdated standards that don't take into account most people using Western Union are of very late generations, infirm, and not technically savvy. Such is this case, my grandmother sent money for my birthday but is unwell and not **** enough to hop up and handle this issue immediately. She deals with Western Union from her local post office in ****** and she is distressed that she cannot fix this and no one answers her call at Western Union. I'm not sure how Western Union operates in ****** or if she just pressed the wrong button prompts, but once again these are ridiculous hoops put in place that leaves ****** Union holding the funds hostage. Their only other offered solution is to have the distributor (i.e. the grocery store) call them and have ** authorize a temporary limit increase. That doesn't solve the dilemma of the independent business refusing to release those funds to maintain standard operating funds for the day. This is a needlessly convoluted mess of a system.

  Business Response

  Date: 03/07/2025

  Reference number: 320543450
  
  Hi ****,

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 3/5/2025. In your claim, you mentioned that you were unable to receive funds at the Agent location in *********

  We appreciate your business and are truly sorry to hear about your experience. Your experience doesnt reflect the way we do business with our customers, and we apologize for not delivering the high standards youve come to expect from Western Union. We hope youll consider giving us a second chance to win back your trust and make things right.

  We are taking steps to prevent such incident from happening again, including working with our business partners to address your experience and concerns you raised.

  We would like to inform you that our regional operation manager has replied to us, stating that the associate did not have sufficient funds on hand to finish the transaction at that particular moment.Unfortunately, this new associate did not know that a money order might have been issued in its place, which could have been deposited into your bank account later.

  Please be aware that if the transaction has already sent as "Money in Minutes," there is no way to debit the money into a bank account.

  Please note that our records show that the money transfer in question was refunded to the original sender. Unfortunately, since youre not the original sender of the money transfer, we cant move forward with your case. If **** ***** wants us to communicate with you on their behalf, please ask them to complete the enclosed authorization form, identifying you as the person Western Union can communicate with. Keep in mind that any written authorization signed by **** ***** needs to be notarized by a Notary Public.

  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 320543450 to connect with me directly.

  Thanks for being a valued Western Union customer.

  Julija R.
  Executive ************************ Team
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:03/04/2025

  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.

  In October 2024, two lost rent money orders totaling $1,500 were supposed to be refunded by Western Union. The refunds were reportedly mailed on October 22, 2024, but were never received by the purchaser, ***** ***** *********.Western Union then directed us to multiple locations ********* ******, ********** that only issue $300 refunds at a time, making full reimbursement impossible. After a 35-minute call, I was told to visit ********************** (***************************************) for the full refund, but the bank confirmed they do not process Western Union refunds.Western Unions online refund system no longer offers mail refunds, and every local location in ***** has denied being able to process the full refund. This has been ongoing for over four months, causing financial strain on my resident and the purchaser.Requested Resolution:Mail the refunds immediately as originally promised.Provide accurate locations for full refunds without misleading information.We urgently need clear guidance to resolve this. Supporting documentation is available.Sincerely,*********************************************** Management

  Business Response

  Date: 03/06/2025

  Reference number: 320541358
  
  Hi *****,

  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 02/28/2025 submitted through the Better Business Bureau (BBB), where you are requesting assistance with two lost MOs that were meant to pay for rent,as these were refunded via check, but the purchasers never received the refund.

  
  Based on the information available to us, youre filing a claim on behalf of ***** ***** ********* and *********** **********.

  
  Unfortunately, since youre not the original purchaser of the money order, we cant move forward with your case. If ***** and *********** want us to communicate with you on their behalf, please ask them to complete the authorization form (we have sent it to you in a separate email per privacy measures) identifying you as the person Western Union can communicate with. Keep in mind that any written authorization signed by ***** and *********** needs to be notarized by a Notary Public.

  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at **************** (international call charges may apply), providing your reference number 320541358 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  
  ****** *.
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:03/04/2025

  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.

  Entered by BBB staff LO Consumer purchased a money order for $264.00 in September, but he did not use it until January. The consumer sent it in as a payment to his auto finance company and they told him they never received it, so it has not been cashed. The consumer has been trying to contact Western Union but cannot get through to an agent.

  Business Response

  Date: 03/10/2025

  Western Union - Reference number: *********

  Hello ******* ********,

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 06-Mar-2025. In your claim, you mentioned that you submitted a request for a refund for ****** USD and you have not received a response nor a refund. You are requesting assistance to acquire your funds.

  Thank you for taking the time to speak with me on 07-Mar-2025 and providing me with the details of the money order.
  
  Money order number: Money order amount:
  19-672458381         ****** USD
  
  You stated that you had kept copies of the completed request form and the Proof of Purchase (POP) that was mailed to Western Union previously and we had provided you with a fax number to fax the documents to us over the weekend. Kindly note that we have not received the completed request form or the Proof of Purchase (POP).

  We sincerely apologize for any inconvenience. Once we receive the documents, we will be able to address your concerns. The fax number is **************. Please resubmit at your earliest convenience.

  If you have any further questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

  Thank you for being a valued Western Union customer.

  Ako T
  
  
  Please read our Privacy Statement to find out how we process your personal data.
  
  

  
  

  Customer Answer

  Date: 03/24/2025

  Please see attached. 

  Business Response

  Date: 04/01/2025

  Reference number: *********
   
  Hi *******,
  
  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 3/27/2025. In your claim, you mentioned that you previously purchased a money order which was not cashed. As a result, you submitted a money order refund request but havent received a refund. You are asking for assistance.
  
  Our records show that the following money order was returned due to insufficient funds:

  Money order number: Money order amount:

  19672458381         ****** USD
  
  Please be advised that Western Union processed a full refund on 4/1/2025 in the amount of ****** USD with the tracking number (MTCN) XXX-XXX-2081.Your refund is available for pickup at any Western Union agent location in ****,**************
  Please be informed that due to the security reasons the refund details were sent to the email address provided in your request.

  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-2081
  *Amount: ****** USD

  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.
  

  Please be informed that due to the security reasons refund details were provided via the phone.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Julija R.
  Executive ************************ team

  Customer Answer

  Date: 04/04/2025

   ***Response taken over the phone by BBB staff***

  This complaint has been resolved. 

• Initial Complaint

  Date:03/04/2025

  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.

  *see attachment

  Business Response

  Date: 03/12/2025

  Reference number: *********
  
  Hi *********,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 3/6/2025 where you mentioned that you need assistance with the refund of your money order ***********. Please note that the refund check was mailed to you through priority delivery tracking number ************. You should receive it within the following 
  
  Please let me know your preferred time for a call or if you prefer a different contact method.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  ***** G
  Executive Resolutions Team
  

  Customer Answer

  Date: 04/01/2025

  **Response taken over the phone by BBB staff**

   

  This complaint has been resolved. 

• Initial Complaint

  Date:03/03/2025

  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 am filing a complaint against Western Union regarding an unresolved transaction issue. On 01/27/2025,I made a payment of $490 to *************** through Western Union (MTCN: ************). However, *************** never received the funds and reversed the payment.I contacted Western Union multiple times and was initially told the issue would be resolved within ***** hours. It has now been 12 days, and the issue remains unresolved. Despite my repeated requests for a refund, Western Union refuses to return my money. My case number is ***********.Each time I call Western Union, they provide no helpful informationonly a reference number. When I gave this number to ***************, they confirmed they have no record of the transaction. This lack of resolution and transparency is unacceptable.I request an immediate refund of my $490 and a full explanation of the delay. I appreciate your assistance in investigating this matter. Please contact me at [Your Contact Information] for further details.

  Business Response

  Date: 03/12/2025

  Reference number: *********   
   
  Hi *****,
  
  Thank you for your patience thus far.
  
  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 3/4/2025. In your claim, you mentioned that made a payment of ****** USD to ***************. However, *************** never received the funds and reversed the payment. Therefore, you are asking for the refund of funds.
  
  We are still reviewing your claim and I will share the findings of our investigation directly with you by email within the next 48 hours.

  Thank you for your patience and understanding. 
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at (+1) ************* (international call charges may apply), providing your reference number 320201451 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Julija R.
   
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:03/02/2025

  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 Jan 30, I initiated a $500 remittance to my wife via the Western Union app, which was supposed to be delivered within 4 days. 8 days later, the transfer was still pending, so I canceled it for a refund. The refund is supposed to come within 7 days. I contacted Western Union several times via Live Chat, phone, and email, but got no sensible replies, follow-ups, or callbacks. I cancelled the transaction on Feb 7 and was supposed to have the refund by Feb 14. On Feb 16, I contacted support and the case was escalated. The case number is *********. There has not been a reply to the case. On Feb 25 I called and was placed on hold. The line disconnected after I was on hold for over 20 minutes. On Feb 26, I called again and spoke to a supervisor named *****. She said she will call me back, but never did. On Feb 27, I sent and email to support at ************************************************************** but still have not received a refund. Western Union Tier 1 support is not capable of refunding the payment. The supervisor says the department that issues refunds does not take phone calls. Escalating and emailing does not get a response. I think Western Union is stealing my $500. The Money Transfer Control Number for this transaction is ************.

  Business Response

  Date: 03/10/2025

  Hi ****** ******,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  We do apologize for the inconveniences and frustrations caused by this situation.
  
  Please note that after reviewing with the internal teams, we received confirmation that your refund will be initiated on Mar/11th/2025.
  
  Please know that it may take up to 7 business days to show in your account. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.
  
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team