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 18
2018-10-03
White Plains, NY
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-10-02
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-10-02
Euclid, OH
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: on XX/XX/2018 i send a XXXX dollar cash money from XXXX XXXX # XXXX XXXX XXXX XXXX XXXX ohio XXXX to my wife n son in XXXX for our fastival XXXX but .when i send that they give me tracking number and i give to that to my wife n she went to XXXX store in XXXX to take that out but they not give her after that i call consumer services number in united states but they say me some XXXX try to fraud n scams that n they declined that transaction.then refund me that money back but they say me me not allowed to send any more money from america to XXXX for anyone.i try next day from other stores but there also it show transitions not allowed.
Company Response: Closed with explanation
2018-10-02
Irvine, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation
2018-10-02
CT
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Using Western Union, I wired {$200.00} in cash to relatives in XXXX NC. They were unable to receive it because WU was not processing payouts due to the hurricane. I cancelled the transaction on XX/XX/XXXX. Operator XXXX told me I would receive my money back in 24-48 hours. Since then, a week and a half later, I have called 3 more times, each time being assured I would get a number that would get my cash back '' in 24-48 hours. ''
Company Response: Closed with explanation
2018-10-01
N Haven, CT
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Attempted to send money to family member overseas using Credit Union, transaction not approved after several questions which seemed not relevant such as my age, what was the transfer for and to whom, etc left me very uneasy, unsettled.
Company Response: Closed with explanation
2018-10-01
Fall River, MA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with monetary relief
2018-10-01
Hemet, CA
Fraud or scam
Money transfer, virtual currency, or money service: Virtual currency
Company Response: Closed with explanation
2018-10-01
Portland, OR
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with monetary relief
2018-09-30
Key Biscayne, FL
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Im a victim of a fraud. An unauthorized transaction made in XXXX XXXX account using all my informations. Charged notice in my bank account of {$450.00} on XX/XX/2018. XXXX XXXX stated transaction was valid. Its not true, my informations in my account in XXXX XXXX was stolen.
Company Response: Closed with explanation
2018-09-30
Davie, FL
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-30
Main Office, VA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I sent the money to XXXX through bank to bank transaction with XXXX XXXX on XX/XX/XXXX. It informed me that it will take upto 5-7 days. I wrote my issue online to them where they replied saying they will have an answer within 24 hours but never contact me. I called the company after 7 days to address the problem that the receiver has still not received the fund transferred in their bank account. They just emailed me a form with the status that the money is transferred successfully!
This is the slowest company I have ever used the service of ( even to respond to the issues ) I just demand my money back and will not use XXXX XXXX ever because they do not have a proper system of resolving their customers ' issues.
Company Response: Closed with explanation
2018-09-28
Houston, TX
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Complaint: Company 's Response to complaint XXXX XXXX XXXX Reference # XXXX : Dear XXXX XXXX, Western Union is writing in response to the complaint received from you through the Consumer Financial Protection Bureau ( CFPB ) portal. In your complaint, you indicated that you experienced difficulties with getting a refund for a lost money order that was later found and reported to Western Union. You are requesting for a full refund plus a refund of your processing fee. Western Union has conducted an investigation concerning Western Union Money Order Number XXXX : Western Union confirms that this Money Order was purchased on XX/XX/XXXX, in the amount of {$300.00}. On XX/XX/XXXX, Western Union was in receipt of your tracer request. Western Union confirmed that this Money Order was purchased on XX/XX/XXXX and was presented for payment on XX/XX/XXXX. Western Union sent you a photocopy of the presented Money Order on XX/XX/XXXX. Please know the even though this item was presented for payment, it was returned as Abandoned property meaning the Money Order was never cashed. Please know that this Money Order originally was for {$300.00}, however Western Union Service Fees were applied, and the money order depreciated to {$270.00}. The service fee statement is printed on the back of every Western Union Money Order sold. It is applied after one year, if the Money Order has not been presented for payment within one year of the purchase date. Please also know that the above referenced Money Order has already fully escheated to the state because of it becoming an abandoned property. In order for you to claim escheated funds back, we would require the original Money Order to be returned to us. Until the original Money Order is received, Western Union is not able to reclaim funds from the state. Western Union encourages you to resubmit your claim including the original Money Order ( s ) to the following address : XXXX XXXX XXXX XXXX XXXX XXXX ATTN : Retail Money Orders department XXXX XXXX XXXX XXXX XXXX XXXX , CO XXXX On XX/XX/XXXX, Western Union processed a refund of your {$15.00} processing back to you via check # XXXX. The check was mailed to you at the below address : XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, TX XXXX Please allow up to 10 business days to receive the refund check vis USPS. Western Union considers this case closed. If you should have any additional questions or concerns, please contact our Corporate Headquarters at XXXX, and provide the Western Union Reference # XXXX. You may also email us at XXXX. Sincerely, The Western Union Executive Resolutions Specialist Feedback provided STATUS Feedback provided on XX/XX/XXXX Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS This is not a satisfactory solution to the issue. They are asking for the return of the original money order but we provided them with a LEGAL COPY of the original provided by XXXXXXXX XXXX. Western Union asked that we send the ORIGINAL document from XXXX to them and XXXX stated that they can not redeposit without the original " LEGAL COPY '' which Western Union has. I doubt we can get the original money order from XXXX so this is a never ending circle. The fact remains that Western Union has failed to resolve this issue. I UNDERSTAND THE COMPANYS RESPONSE TO MY COMPLAINT : No ADDITIONAL COMMENTS We need Western Union to issue a new money order in the full amount as a refund. They are holding our money hostage and hiding behind ambiguous policies that they are in a position to over ride. It may " only '' be {$300.00} but I do not appreciate being strong armed robbed by an institution that is supposed to be trusted and have integrity after years of business. Thank goodness for XXXX XXXX and XXXX and XXXX so that we no longer rely on Western Union to transfer money, I will never use their services again. This is NOT OVER THIS IS NOT RESOLVED THE COMPANY DID WHAT THEY SAID THEY WOULD DO WITH MY COMPLAINT No ADDITIONAL COMMENTS We do not have access to the original money order, it was deposited into XXXX XXXX. XXXX then issued a LEGAL COPY that could have been redeposited but Western Union requested that we send in that original Legal Copy so we also no longer have that. Now, to add insult to injury, Western Union is stating that the funds have " Please also know that the above referenced Money Order has already fully escheated to the state because of it becoming an abandoned property. In order for you to claim escheated funds back, we would require the original Money Order to be returned to us. Until the original Money Order is received, Western Union is not able to reclaim funds from the state. '' First of all, if that is the case, that the funds were escheated to the state then why did they not tell us that when we first called customer service at Western Union to find out how to get a refund? Furthermore, it is not our responsibility at this point to obtain the original money order when we sent the original LEGAL COPY from XXXXXXXX XXXX. We can involve XXXXXXXX XXXX but they may not have the original any longer either since it was returned unpaid.
Western Union has taken part of the {$300.00} and then sent it to the state as unclaimed ( supposedly ) and have not given us one piece of information to help us locate and claim the funds. So now I don't know if XXXX XXXX is robbing us or the XXXX. What I do know is that I paid real money for a piece of paper that I trusted would remain valuable as it was promised and presented to be. I have missed time from work to go to the bank about this and now on my time off work I am spending time working to get this resolved.
THIS ISSUE IS NOT RESOLVED. Although it is a small amount of money, it is the principle of it and the trust that is supposed to be a given in a capitalist environment. I will take this to the new, to social media and even small claims court if I do not get satisfaction.
GIVE ME BACK MY MONEY.
Company Response: Closed with explanation
2018-09-27
Hagerman, ID
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-26
Alder, WA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-26
Lynn, MA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Western Union allowed an account to be set up in my name, and funds transferred by a named person in XXXX to another named person in XXXX-neither of them me. I have been on the phone for hours with them and they have been terrible - I had to send the police report several times, and then start again every time I called back - hours of wasted time! Always saying to be patient, they were working on it, and would contact me shortly.
They NEVER called me back, and after another hour on the phone with their Fraud Department today, they informed me I am not ELIGIBLE to receive my money back!
The thieves took {$440.00} out of my Checking Account at XXXX XXXX XXXX XXXX on XX/XX/18. I didn't catch the Western Union transfer until a meeting with my accountant in XXXX, so the bank insists I missed their window of opportunity to help with the fraud. Western Union asked that I close my account to avoid further fraud, but I NEVER had an account with them to begin with!
Company Response: Closed with explanation
2018-09-26
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-25
Bridgeport, CT
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Complaint: On XX/XX/XXXX, XXXX XXXX DOB XX/XX/XXXX ( Consumer ) paid his rent in the amount of {$200.00} to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX with Money order # XXXX. On XX/XX/XXXX the Assistant Property Manager, XXXX XXXX noticed that the money order was missing and informed the Resident Service Coordinator, XXXX XXXX. The RSC informed XXXX XXXX that money order was missing and that a trace needed to be put on the money order w/ Western Union . XXXX XXXX filled the back of the stub to the money order to trace /refund. The form was completed w/ a {$15.00} processing fee/deduction fee submitted to Western Union XXXX XXXX XXXX XXXX , CO XXXX, along with a copy of the receipt where the Initial Money order was purchased from XXXX XXXX XXXX XXXX XXXX XXXX , CT XXXX. Resident Service Coordinator was informed by Western Union that it would take approx. 30 days for the consumer XXXX XXXX to receive a copy of the stolen money order showing that it was cashed on XX/XX/XXXX. On XX/XX/XXXX RSC followed up with Western Union. RSC was told that the 30 days weren't up yet and that management must wait the full 30 days. The XXXX XXXX, Resident Service Coordinator received a copy of the cashed money order on XX/XX/XXXX from Western Union. The money order was completed, signed and cashed by someone by the name of XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX. A signature in the purchaser 's spot of the money order indicates that it was purchased by a man named XXXX XXXX. Immediate the XXXX Police Department was contacted and a report was filed. File Number to Police Report XXXX. RSC called Western Union XXXX. RSC was informed that a Form would be mailed out to XXXX XXXX. Representative also stated to Resident Service Coordinator that the form must be completed by consumer and that upon review, then a refund/replacement of money order would be issued. The process would take approx. 90-120 days. On XX/XX/XXXX, Resident Service Coordinator pick-up a copy of the police report filed with The XXXX Police Department and immediately called Western Union. RSC was transferred to the Western Union Fraud Department and spoke to a man by the name of XXXX. XXXX informed RSC that they were still within the 90-120 grace period to their investigation and that a follow-up call should be made on XX/XX/XXXX. XXXX provided case # to this money order XXXX. He further informed RSC that Western Union is waiting on a response from where the money order was deposited into a bank account. On XX/XX/XXXX RSC contacted Western Union, Fraud Department and provided case number XXXX. RSC spoke with a lady by the name of XXXX. RSC was asked to fax all documents pertaining to case number XXXX, because they did not have any recollection to this case. Case number was labeled on every sheet faxed over to XXXX and has a confirmation sheet indicating that it was received. RSC allowed 7-10 business day to go by and called again. RSC was informed that documents were never received.On XX/XX/XXXX RSC called Western Union Fraud Department again to follow-up on faxed sent. Representative stated that fax was never received and that a note was put on file that documents were needed. RSC responded that the documents were faxed on XX/XX/XXXX, but that will fax again. This time the rep indicated that the Fax should be sent to the Fraud Department, but to attention XXXX fax number XXXX. On XX/XX/XXXX, RSC contacted Western Union Fraud Dept. again, but was informed that they never received such documents, yet RSC has copies of multiple fax confirmations that the fax went through. RSC refaxed documents for the 3rd time. The representative advised RSC that Western Union would contact consumer within 24-48 hours. Western Union failed to make contact with consumer/ the Resident Service Coordinators Office . Today, XX/XX/XXXX RSC called Western Union as a follow -up on case number XXXX. RSC was informed that the case was closed. RSC advised Western Union that a call will have to be made to the CT Consumer Protections. He then immediately provided RSC with phone number XXXX and made sure to emphasize that a solution would be found to this department. When RSC called it was disappointing to find out that it was a phone number to make an initial complaint, all of which was already done. RSC made the call to CT consumer Protection, explained this case and the represented directed RSC to the correct source to file a complaint, which was the CT Department of Banking located in XXXX CT XXXX. I spoke to the representative at the CT Dept. of Banking, she confirmed that she was the correct source and gave me instructions as to how to file the claim online. She advised that Western Union would be contacted, but that in the event Western Union did not want to replace the money order/refund, that the consumer would then have to file a motion in court.
Company Response: Closed with explanation
2018-09-25
WA
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Complaint: XXXX of last year my rent money order was stolen from the apt manager 's office where I live. A police report was filed. A fraud and forged complaint was filed with Western Union. On XX/XX/XXXX I spoke with the bank that cashed the stolen money order, XXXX XXXX XXXX XXXX XXXX is assigned this case, and they would like to make resolve this issue with me and issue a refund for the stolen funds. This dialogue was opened because of my XX/XX/XXXX complaint with Consumer Financial Protection Bureau. I spoke with Ms XXXX on XX/XX/XXXX and she advised me that she attempted to get the claim information from Western Union but was transferred around and each contact she had was unable to assist her so she called me for help. I called Western Union on XX/XX/XXXX and gave the customer service rep Ms XXXX XXXX full name, phone number, fax number and advised that she represents XXXX XXXX and would like to resolve this issue of the stolen funds for me. I was placed on hold and the customer service rep came back on and said that she would make sure the claim was forwarded to Ms XXXX. On XX/XX/XXXX Ms XXXX called me and said she had not received the claim or any information from Western Union. I received a letter today from Western Union saying that my claim was denied by XXXX XXXX and that they are sorry but must comply with banking regulations. Western Union is the problem here. I have assurance, in writing, the same received by you on complaint XXXX, that XXXX XXXX is more than willing to resolve this defraud that happened to me. Western Union refused to send the claim and associated information to XXXX XXXX contact XXXX XXXX as requested by her and by me. To add insult to injury, Western Union enclosed a letter from XXXX XXXX that is dated XX/XX/XXXX stating that my request was denied however I have talked and received a letter from XXXX XXXX that says the opposite. Western Union is the cause of why this issue has prolonged for this amount of time. Ms XXXX advised me that XXXX XXXX had never heard of my fraud/forged complaint regarding this money order that occurred XX/XX/XXXX. I need help getting Western Union to give XXXX XXXX XXXX XXXX XXXX the information she needs to process the refund they have been trying to administer to me for over a month now. Please help me.
Company Response: Closed with explanation
2018-09-24
VA
Other service problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX, my wife and I received our mortgage payoff information from XXXX XXXX XXXX XXXX. The payoff instructions indicated final payment must be wired, or mailed cashiers check. I chose the former, being ( I assumed ) faster and safer. On XXXX, I went to the Krogers store at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX, as they were the nearest Western Union center. I provided the woman at customer service all the wiring information given to me. My payoff amount, {$590.00}, and the wiring fee, {$16.00}, came to a total of {$600.00}, which I paid with my XXXX XXXX XXXX debit card. When I arrived home, I went to Western Union tracking online, and entered the receipt 's tacking number XXXX, and saw that it was listed as " Received. '' Since it was Friday, I waited until Monday XXXX to call XXXX XXXX. I was told by the XXXX XXXX rep that they had not received payment, but it could take " a couple days. '' Wednesday XXXX, I called XXXX XXXX again. Payment not received. I was asked to scan my WU receipt, and email it to their research incoming dept. I did so when I returned home at XXXX XXXX. Very concerned, I called XXXX XXXX again XXXX. Payment still not received. The XXXX XXXX rep was very helpful in getting my final mortgage payment completed ( via our escrow ), and contacted WU while I was on the phone with her. After a lengthy process, she was able to connect to a WU representative. She gave the WU rep the XXXX XXXX wiring info he requested, and all of my wiring information. The WU rep assured me my money would be refunded, but " please allow XXXX hours. '' I was assured I would be contacted. I also filed a claim online with WU when I got home, supplying all information, and referencing the confirmation number the WU rep gave me. Being Friday afternoon, I patiently waited until late Tuesday afternoon, XXXX, before calling WU. I was told it was " still being investigated, '' and I " might want to have the sending WU branch trace it. '' I received an email from WU as a result of my filing online, essentially saying it was " up to the receiver '' to issue a refund. Basically, I was being given a massive runaround. The problem was with the woman at the XXXX WU apparently guessing at the receiver, and sending it to the wrong place! The XXXX WU told me I would " have to take it up with Western Union. '' Again, a runaround. I find it nearly impossible to believe that, in this digital age, a company as huge as Western Union ( {$5.00} billion revenue in 2017 ) can not manage to ascertain WHERE my money was sent, WHO received it, and REFUND my money to me promptly! I am patient, but my patience is not without limits. I hope that you office will offer me assistance, for which I offer my gratitude in advance.
Company Response: Closed with explanation
2018-09-22
Lakewood, TN
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-21
Oxford, GA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Greetings, On XX/XX/2018, I initiated a transfer of USD XXXX via Western Union to my sister ( XXXX XXXX XXXX XXXX XXXX ) in XXXX, XXXX ( XXXX XXXX ). She could not collect that money because she was denied by the cashier without any further explanation.
Of note, there was another transfer made by another family member to the same receiver XXXX XXXX XXXX XXXX XXXX ) to be picked up that same day ( XXXX XXXX ). She effectively collected that one in XXXX on XX/XX/2018, at XXXX local time.
Given that the transaction # XXXX XXXX was denied, I reached out to Western Union for a refund, which they declined, claiming that it was paid to the receiver. I opened an incident report for clarification. Upon investigation, Western Union claimed that the money was collected in XXXX, a city about 150 miles away from XXXX on JXX/XX/2018, at XXXX XXXX EST ( i.e XXXX local time ).
I reached out to Western Union again and I provided all the required documentation for the investigation. I remember speaking with XXXX ( fraud department ) who, upon review of the documents, agreed that it is unlikely that the money was collected by the receiver. She promised to escalate the case to the higher authority within Western Union. The last time I spoke with her, she recommended that I file a claim with the police.
In summary 1. Transfer # XXXX XXXX : declined 2. Transfer # XXXX XXXX : collected on XX/XX/2018, in at XXXX in XXXX, XXXX 3. Request for a refund on the declined transaction is rejected by Western Union 4. Western Union claims that Transfer # XX/XX/XXXX XXXX was collected on XX/XX/2018, at XXXX in XXXX, XXXX Major discrepancy : The same person could not have collected two transfers within 14 min in two different cities that are at least 150 miles apart ( comparable to completing two transactions PHYSICALLY in XXXX and XXXX within 14 minutes ). This is humanly impossible even if traveling by air. Besides, the transportation infrastructures in XXXX are not among the best in the world.
I really need your help with this matter. USD XXXX ( plus fees ) is too much money for me to lose. Western Union needs to refund my money if they can not explain to whom it was paid to. It was definitely not to the receiver I requested according to their terms and conditions of service.
Sincerely,
Company Response: Closed with explanation
2018-09-21
Bronx, NY
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-09-19
Denham Spgs, LA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-09-18
New Port Richey, FL
Attempts to collect debt not owed
Debt collection: Other debt
Debt was paid
Company Response: Closed with explanation