WESTERN UNION COMPANY, THE
Consumer Complaints
There are over 2645 complaints on file for WESTERN UNION COMPANY, THE. Dated between 2019-12-05 and 2013-04-04.
Complaints Page 17
2018-10-18
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-18
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-17
WA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Initiated a Western Union money transfer to a friend in XXXX on XX/XX/2018 for {$180.00}. Shortly thereafter I received a request via email for numerous pieces of ID for the recipient before the money would be released from the hold placed on the transfer by Western Union.
The recipient went to their nearest Western Union Office but was unable by showing their ID to get the funds.
So I went to my local XXXX XXXX and had them initiate another transfer through Western Union. For this second transfer the recipient was able with his ID to go to the local Western Union office and obtain the funds.
I am now trying to cancel the first transfer and have my funds minus any fees returned to the bank account from which the funds were withdrawn, Western Union is demanding that I supply the ID of the recipient before they will return my money. It is an unreasonable demand and I do not have access to the information they are requesting.
I have already sent a copy of My WA State Driver 's License to XXXX as requested by thier customer service personnel. Just moments ago I received an email from Western Union informing me that they needed the recipient 's current address and city of birth plus a front and back copy of agovernment issued ID. This is a scam to hold onto and use my money.
Company Response: Closed with explanation
2018-10-17
Arco, CA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: XX/XX/2018, i depostited {$1000.00} and they went XX/XX/XXXX to pick it up the money wasnt there ...
Company Response: Closed with explanation
2018-10-16
Baltimore, MD
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Complaint: In XX/XX/2017 my money order XXXX in the amount of XXXX was stolen. I did a trace for XXXX which o thought would help to get my monies back. This has not happened.
Company Response: Closed with explanation
2018-10-16
Las Vegas, NV
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: IRS Phone scam. Victim was told police would be coming to her house, she got scared and followed instructions to send {$500.00} via Western Union to XXXX.I have yet to contact Western Union.
Company Response: Closed with explanation
2018-10-15
Main Office, VA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I am tired of dealing with Western Union for the issue i have been having with my transaction. I sent the money using western union bank to bank service but the receiver never received the money in the their account. It has been so long with this issue that i, myself have flown to the country where i transferred the fund through Western Union and have given the money in the receiver 's hand, but Western Union has not been able to solve my issue yet. Every time they call me and say that they have confirmed with the partner bank and have transferred the money.
Even when i check the status of my transfer through their app, it says only delivered, NOT received. Attachment enclosed.
Company Response: Closed with explanation
2018-10-15
SC
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/2018 I gave {$2000.00} in cash to a Western Union agent in a XXXX XXXX XXXX XXXX in XXXX XXXX South Carolina. The money was to be transferred to a friend in XXXX XXXX. I was told by Western Union that the money was transferred and available for pickup by the recipient.
On XX/XX/XXXX the recipient informed me the money was not available. He had the WU tracking number but the agent in XXXX XXXX informed him the money was not transferred. I called Western Union and they said they had a few questions for me before they would sent the money despite telling me on the XXXX the money had transferred. I explained that the money was for a friend whom I know well and have sent money to previously. The Western Union agent then told me Western Union would not allow the transfer as it sounded like a " scam '' to them. The agent on the phone told me I could collect my money at the XXXX XXXX where I made the initial payment on XX/XX/XXXX. The Western Union at XXXX XXXX told me they could not return my money as store policy limits them to {$1000.00} refunds. I called WU again on the same day and they advised me to try another local agent. I went to a XXXX XXXX where they have WU agents and was told the same thing. " We don't do refunds over {$1000.00}. '' Still XX/XX/XXXX, Western Union advised me on the phone to try other agents in and around XXXX XXXX. I went to a XXXX XXXX in XXXX XXXX which was supposed to be another Western Union agent. XXXX XXXX told me their WU system was down and they did not know when it would be " up '' again. I called a fourth agent, in a check cashing establishment, and they said " they don't have that much cash on hand. '' XX/XX/XXXX I called Western Union again and spoke to a man who identified himself as XXXX, agent XXXX. XXXX assigned a case number to my issue and further explained that I would receive a refund in the mail by XX/XX/XXXX. XXXX told me to call him back if I had any further problems.
On XX/XX/XXXX I called Western Union to check on the status of the check. Their agent could not help me and he ( XXXX ) suggested I try to retrieve my refund in person. He was not able to transfer me to XXXX.
On XX/XX/XXXX I spoke to an agent named XXXX who said they had no way of tracking the check but he would send an email to the department responsible for refunds/checks, copy me, and ascertain the status of the check. I never heard from Western Union one way or the other.
XX/XX/XXXX I called WU yet again to see if any could assist me as I have not yet received the check. I spoke to two agents. The second one told me the check was sent on XX/XX/2018. Although it's more than two weeks I haven't received my refund. The agent assured me he would send an email to the appropriate department and copy me. As of this date, XX/XX/2018, I have not received an email nor a refund from Western Union.
Company Response: Closed with explanation
2018-10-14
Dallas, TX
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: " On XX/XX/2018 I was denied by both XXXX AND WESTERN UNION after creating online account. This is not the first time conducting business with either money transfer agents. I have noticed a pattern that each time, it is allowed and verified ;. CANCELLATION OF BOTH MY TRANSACTION RESULTED. ". The only provide reason of going to a local agent and trying that way. '' " I am verifying payment was successfully sent via WU. That is Western union_Your tracking number is ( MTCN ) XXXX. Shorthly after notifying by writing email to the business called " XXXX moving and storage located at XXXX XXXX XXXX XXXX, XXXX FL XXXX that would also track their confirmed receipt of payment on my end. '' WU called me and emailed me to verify this transaction ;. after 12 hours, it was cancelled next day and I received a message by XXXX XXXX that morning as I kept a record of it for your reference as not the first time in coincidence with XXXX. '' " PROBLEM_UNAUTHORIZED BROKER HAS GIVEN MOVING COMPANY THE RIGHT TO HOLD MY BELONGINGS IN UNKNOWN LOCATION. The origin was from XXXX " XXXX '' by XXXX XXXX limited export manager. '' I have also kept them in the loop on the activities as they also refuse to provide insurance documents, moving legalities on paperwork that was initiated for customs and border completion. '' " There are not corresponding but delaying when they write back even for acknowledging this attempted money transfer payment for planning the release with RECEIPT OF BANK TRANSACTION. I am requesting my XXXX " XXXX '' is requested ASAP. A reminder of your time, day of week for delivery is has not been promised. It is necessary before the incurance of addt'l storage fees. '' " The businesses both known as XXXX XXXX XXXX AND XXXX XXXX XXXX XXXX refuses to accept alternative forms of payment such as checks, credit cards, money order. They both insist that I bank transfer account to account the money but thaere are issues doing so. ". I also have noticed a problem with the XXXX XXXX XXXX ACCOUNT provided by XXXX XXXX HAS NO ACCOUNT NUMBER per the acct receivables assistant " " BOTH EXPORTER/IMPORTER demands that I send money because they had not provided a business address within the XXXX now that I have been told the money was not acceptable that method '' AS WELL AS WHERE THE " XXXX '' is presently unknown?
Company Response: Closed with explanation
2018-10-12
GA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: Last Sunday ( XXXX XXXX ) I sent XXXX dollars to XXXX via Western Union ( https : //www.westernunion.com/us/en/home.html ). Initially on their website they promised the money would be available in 4 business days but later when I submitted the order they said the fund will be available 5 business days. Now as I check on their tracking system, now they say it will be available on Monday ( XXXX XXXX ). So I called them and they say the money should be available Friday but can't say when. At a loss I asked them again when it will be available. They just repeated the same statement and hung up. Why do they keep changing the business day? And why can't they say when the money will be available? I'm afraid that the fund might be unavailable until next Monday and they will claim that it will arrived 5 business day.
Company Response: Closed with explanation
2018-10-12
Patterson, MD
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/XXXX, a XXXX XXXX Transfer was set up fraudulently in the amount of {$300.00} ( x3 transactions ) and {$150.00} ( x1 ) for a total {$1100.00} to come out of my checking account, as an ATM bankcard transfer. I did not set this up. I did not provide my ATM information to anyone and believe my card must have been fraudulently copied or obtained illegally. I notified the bank the same day when I received an email confirmation from Western Union regarding the transfer. The bank initially closed and refunded the money. However, the bank then came back and denied the investigation stating they found the charges valid. XXXX XXXX XXXX XXXX confirmed the money wire was picked up in The XXXX, NY on XX/XX/XXXX. Western Union claims the money was picked up in XXXX Washington on the XX/XX/XXXX. The transfer was set up in the name of XXXX XXXX XXXX. XXXX is my maiden name which I haven't used legally since XXXX. Western Union stated XXXX XXXX XXXX ( my daughter ) was the receiver of the funds, but she was not the receiver of the funds. I have sent funds to my daughter in the past in XXXX but it required a confirmation number. These funds did not go to my daughter and I did not authorize funds to be transferred. I believe someone has used previous transaction records to fraudulently set up this transfer that was never authorized. I have disputed this with the bank and Western Union. Western Union complaint was filed with them in XX/XX/XXXX and they have delayed the investigation and have not gotten back to me. They asked for a police report which provided in XXXX. As of XX/XX/XXXX at XXXX, Ms. XXXX told me to call back in another week. They always state to call later. Several case # s assigned. Bank and Western Union refusing to help. I had bill pay set up on my account and this has caused significant hardship with overdraft fees and late payments.
Company Response: Closed with explanation
2018-10-12
Hemet, CA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-11
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-09
Colonial Park, NY
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-09
FL
Incorrect exchange rate
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: I sent money via western union today. I checked the market from the time I walked from the counter to my vehicle and the exchange rate was much higher than what I was given. When my recipient picked the amount up in the same day it was still much higher. Where is my money going? Why was I not given at any point the exchange rate of today at any point during my transaction. I lost over 110- 115 pesos per us dollar. This is upsetting seeing that my amount of dollars was not small. My western union tracking number is XXXX todays dat is XX/XX/18 and I was given a rate of of XXXXUSD = XXXX after XXXX eastern time. I have been checking the rates online and they have been well over 1USD = XXXX at the time sending and XXXX of pickup and actually even higher at the time sent. I want to know what and where my money is going since Western union is not keeping up to the exchange rate of the day?
Company Response: Closed with explanation
2018-10-09
Cheverly, MD
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2018, I stopped by XXXX in my neighborhood XXXX XXXX, MD ( approximately between XXXX - XXXX XXXX ) which has a Western Union ( WU ) money transfer counter in the grocery store. On that day and time-period I provided the XXXX employee with information regarding my checking account with XXXX. I provide the funding that I needed to be transferred {$150.00} and {$10.00} ( all cash ) extra to expidite the transfer ( {$160.00} ). Received a tracking # XXXX.
On XX/XX/2018, I read something regarding the transfer in regard to type of accounts that money can be used to transferred to ( Credit Card and Insurance ). I realize the mistake of me giving my checking account #, so I immediately called Western Union to provide the correct information, since the money would be actually for my insurance policy at XXXX. The information was provided to a WU customer service employee, who mentioned that the change would take 24 -48 hours. On XXXX XXXX I checked both XXXX accounts checking and insurance, nothing from WU had processed. Called WU that same day spoke with a customer service rep., who informed me that it may take another day or two. On XXXX XXXX, I called XXXX, customer service to inquire regarding any transaction that have been processed from WU. Nothing in their financial system tracking system regarding the {$150.00} from WU. I immediately called WU to let reps from the customer service know what I had found out from XXXX, and to provided me with a refund. I explained the what happened previously throughout this process and requested that I receive a refund. The WU rep recorded my information in their log and mention that it would take 24-48 to process the refund request to XXXX.
I do not want to continue with more of the same information that would be repetitive. Just to state to date I have spoken with a representative and several supervisors from WU once or twice each week since XXXX XXXX As well as left on hold several times ( 20 - 35 minutes ) when asked to speak to a supervisor. No one return to the phone or I have never received a return phone call. It also seems when speaking to WU reps, that everyone reads from the same customer service response sheet regarding answering my questions regarding my refund. During each call it has been mentioned by WU rep 's and supv. that my request was escalated to WU account section and that email has been sent to XXXX regarding refund. I did eventually during the last week in XXXX get the date and time that the transaction processed on XXXX XXXX at XXXX with WU tracking ID # XXXX. I have provided two supervisors with XXXX ACH fax # XXXX that WU could send Letter of Indemnity.
Please also to date I have also spoken with an XXXX customer service rep 's, wire transfer rep 's and a Supervisor regarding this situation each week regarding their response to the WU email. I did provide the XXXX rep 's with information regarding the WU transfer such as the date and time the tracking # s. To date they can not find any information regarding the transfer of the {$150.00}. A supervisor and customer service representative have provided me with their ACH fax # XXXX, that WU could send a Letter of Indemnity or information needed to track funds. Base on my conversation with the Supervisor that I spoke with no one can assist me with this situation until they receive information from Western Union ( WU ).
To date that's all I can get from both financial organizations. To me it seems that both companies have broken processes or systems that do not connect.
Company Response: Closed with explanation
2018-10-08
Pinellas Park, FL
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I tried to send {$1500.00} from a Western Union agent in our local XXXX grocery story in XXXX, Florida, to our son in XXXX, PA. When the WU agent submitted the transaction, she received a message on her computer screen stating that WU had placed the transaction on hold, and that we needed to call WU, using a 1-800 phone number, which we did. After 30 minutes on hold, a nearly unintelligible WU agent came on the line and began asking numerous questions, some of which she should have been able to answer by simply looking at the details of the transaction in front of her! Ultimately, the transaction was cancelled, and our money was refunded, but the agent would not tell us why the transaction was cancelled, instead referring us to the terms and conditions printed on the receipt. I have sent money before using WU, and nothing has changed since then in terms of source and destination, sender and receiver, and the amounts, so I am confused as to why this transaction would be refused. If there is something that WU has changed because of action by the CFPB, my next contact will be with my Congressmen to ask for the CFPB to be disbanded!
By the way : I went to the nearest XXXX, and used their XXXX money send service, and there were no questions asked, and the money was at the destination in 10 minutes, plus the fee was only {$16.00}, instead of {$120.00} at WU!
Company Response: Closed with explanation
2018-10-06
Houston, TX
Incorrect exchange rate
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: Tracking number XXXX XX/XX/2018 transfer amount {$170.00} USD Total pay in cash {$180.00} exchange rate XXXX XXXX Tranfer amount XXXX XXXX Western Union has yet to correct the convertion mistake they made and are requiring I pay more money for them to correct their mistake. I have called several times and emailed all requested documents proving the failure to convert the correct amount. Several cases have been created to in attempt to resolve the issue.
Company Response: Closed with monetary relief
2018-10-06
Itasca, IL
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: This involves Western Union, two problems. Problem number 1 : Points not credited to my Western Union Rewards account. Agent transactions are now not using the WU Rewards number but the customer 's phone number. They told me my reward points would be posted to my account when the money was picked up by the receiver. The money was picked up, but my rewards points were never credited to my account. See attached receipts dated XX/XX/XXXX and XX/XX/XXXX. Problem number two : Sometime between XX/XX/XXXX and XX/XX/XXXX, the points on my rewards account disappeared. I had made a internet transactions on XX/XX/XXXX and XX/XX/XXXX and rewards points were correctly posted. Upon checking my account on XX/XX/XXXX my entire account points were gone. After trying to get through to many agents to report fraud or theft to my account, on XX/XX/XXXX, a representative said my points had expired. I asked why, and he said they recently expired as I had not used them in a year. I asked him when was this changed and why wasn't I notified. He said I was notified. I asked when and to what email address or home address, and he could not answer. I have been a customer since XXXX and have never had points taken away from my account besides redemptions. My last point redemption was on XX/XX/XXXX. See attached last two transactions and current statement from my account showing XXXX points. Western Union has done nothing to restore my points.
Company Response: Closed with explanation
2018-10-05
Houston, TX
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-05
Beallwood, GA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-05
Atl, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-10-04
Los Angeles, CA
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Complaint About : A Worldwide Corporation refused service 's offered to me that is offered to the general public which impact my constitutional rights and civil liberties.
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Type of problem ; A Worldwide money transfer corporation refused to allow me to patronize their corporation to perform a money transfer from the United States of America abroad. This corporation stated they have the right to refuse service to individuals in the general public but are required to comply with legal and regulatory standards in countries they service ; their decision toward me XX/XX/XXXX violated my constitutional rights and civil liberties as an American Citizen ( please reference page _ attached ).
What happened : On XX/XX/XXXX I attempted to patronize a worldwide money transfer fee service corporation and was refused service. Their call center stated a " COD '' had been placed on my account and I would need to contact their internal Global Consumer Reinstatement department via email. This department asked me to complete and return their Consumer Reinstatement Questainnare along with any necessary documents requested. On XX/XX/XXXX all of the proceeding was provided to this corporation.
On XX/XX/XXXX I received an email from their employee named XXXX Op XXXX who stated all documents had been receive and tracking # XXXX had been assigned. Having been told it would be completed within ( 5 ) business days and having exceeded that time frame on XX/XX/XXXX I inquired via email a second time to that department and was informed by XXXX Op XXXX that they were working to solve my issue ( please reference documents enclosed ).
On XX/XX/XXXX I received outcome from this department communication stating this corporation has the right to refuse service to anyone in the general public and based on their service terms and conditions they stood by their decision to see that I would continue to be refused service.
What company is the complaint about - Western Union.
People Involved : XXXX XXXX - Customer XXXX ( Op ID : XXXX ) XXXX ( OP ID : XXXX ) Pertinent Additional Information : I have been a Western Union Reward Point 's Member since XX/XX/XXXX ; my WU # is XXXX.
From XX/XX/XXXX to present .I have acquired over XXXX reward points patronizing this corporation and have never had any problems.
MTCN number 's of past use are listed below although some of the dates, transactions and dollar amounts vary which show my frequency patronizing this corporation. It was similiar to buying stamps at your local post office in using their service : XXXX,XXXX, XXXX, XXXX, XXXX, XXXX, XXXX,XXXX,XXXX,XXXX,XXXX,XXXX,XXXX,XXXX, XXXX,XXXX,XXXX,XXXX,XXXX, XXXX,XXXX,XXXX,XXXX,XXXX,XXXX,XXXX,XXXX,XXXX
Company Response: Closed with explanation
2018-10-03
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-03
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation