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 24
2018-06-12
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-12
Palos Park, IL
Unexpected or other fees
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: I made a money transfer through the Western Union XXXX on XX/XX/XXXX of a total amount of XXXX. I noticed right away in my checking account a duplicate transaction for the same amount on the same day. Please be informed I took a screenshot through the application immediately ... one transaction was completed and the other one stated it was in progress. Therefore, I took immediate action and called Western Union. Unfortunately, when I called the first time I did not take the representatives name or any sort of reference number, but I was informed that the second transaction was frozen because it was a duplicate of the first transaction and that western union itself froze it because they caught it on time. It all made sense since one transaction processed immediately and the other was " in progress '', let me re-instate I have the screenshot of this as evidence. I was informed by the representative that he could not do anything until the payment was " unfroze '' to please call back within 48 hours. I immediately contacted my bank I spoke to representative XXXX and described the situation as I thought it was odd they could not fix the issue right away, she advised me to wait and see if the issue could be resolved by Western Union and if not that I could submit a complaint when I returned from my international vacation. On XX/XX/XXXX, 48 hours later I contacted Western Union, I spoke to Manager XXXX because the agent that answered the phone call informed me that the receiver had already received the transfer & that they could not do anything. When transferred to XXXX, he informed me that the receiver did indeed receive the money but that he was going to contact the receivers bank immediately to request a refund and that I should receive my refund within 7-14 business days my case # XXXX. He apologized and stated the western union app was experiencing some sort of glitch and was creating duplicate transactions. Upon return from vacation I did not receive an e-mail or call from western union or a refund. I contacted them on XX/XX/XXXX spoke to XXXX and she could not see any status in regards of matter in her system and transferred me to JJ a specialist that has the ability to stop payments. I explained the situation to XXXX and he understood but informed me with all honesty that had they transferred me to his department since the beginning when the payment was frozen he could have stopped it and refunded me the duplicate payment of XXXX immediately. I asked why I was not transferred to that department since the beginning and he did not have an answer for my question, he was very helpful and honest from our conversation. Therefore, I took immediate action and filed a claim with my bank on XX/XX/XXXX regarding this unauthorized activity in my account. My bank did an investigation & after performing the investigation ruled in my favor and refunded me the duplicate transaction of XXXX on XX/XX/XXXX. That same day XX/XX/XXXX I received an email from western union stating the following " unfortunately we were unable to withdraw the payment before your receiver got the transferred funds. Please call us immediately to set up payment ''. I also starting getting numerous collection calls. I was in complete shock, why would western union start harassing me and lie when they indeed did take away two transaction of XXXX that processed out my bank on XXXX and then come back on XX/XX/XXXX stating they were unable to withdraw refunds. Please keep in mind I have my checking history as well as their e-mail. I called my bank after the holiday weekend on XX/XX/XXXX and spoke to XXXX. He informed me I shouldn't be getting any collection calls or threats that I will be going to collections because my bank made a thorough investigation, and in that investigation it was founded that Western Union did not do on their end what they had to do when I immediately called them and that I was not to be held reliable for their errors. I need your help. Should I be held reliable for the error they made in their behalf and have to pay them or did my bank inform me correctly. My credit score is in good standing I am a good faith citizen but do not believe I should be held liable when since the beginning I did what I had to do and there was miscommunication on their behalf.
Company Response: Closed with explanation
2018-06-12
Arco, CA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX XXXX Someone used my debit card info to transfer funds from my checking account through Western Union in amount of {$870.00}. Same day did same thing for {$910.00}, but the later was cancelled. It was supposedly sent to my son in another state. I know my son did not receive this money. Whoever did this also put another telephone # in place of mine, but had my sons info correct. ( from prior, legit transfers ) I'm assuming. I called my financial institution to report the fraud and currently their is a claim on file. I called Western union, by advise from my bank on XX/XX/18. They took my info and tracking # 's, gave me a case file # and told me to call proper authorities to get this investigated, with their full cooperation. W/U also told me {$910.00} was not taken, but {$870.00} was already picked up from receiver. Because of this, my acct. was overdrawn by over {$700.00}. However, by XX/XX/18. my account was back to the original amount, due to W/U denying the later transaction of {$870.00}. I have since gotten new debit card and changed my pin. I am afraid this can happen again, seemingly since it was so easy the first time.
Company Response: Closed with explanation
2018-06-11
Du Pont, GA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-08
AP
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I ask to change the name of my reciever.. and they change but they ask a new MTCN no. Because the MTCN no XXXX was already unavailable ...
Company Response: Closed with explanation
2018-06-08
Mem, TN
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-07
Discovery Bay, CA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: Last XX/XX/XXXX I send money using Western Union to my receiver which is in XXXX. It said that my receiver will receive my money on XX/XX/XXXX but it is now XX/XX/XXXX and when I tried to track my money, the service is unavailable.
Company Response: Closed with monetary relief
2018-06-07
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Complaint: Im a XXXX XXXX XXXX in XXXX and I sent my wife money to her in XXXX. I understood I wouldn't get a great exchange rate by sending it through Western Union but we were ripped off of $ XXXX when I sent her the money.
The agreement was I sent {$1200.00} plus a {$9.00} fee and she would receive XXXX XXXX pesos per their website when sending the money. When she went to pick up the money they would only give her XXXX pesos. I tried fixing this with Western Union but they have not bothered responding or refunding my money.
The MCTN is XXXX.
Company Response: Closed with explanation
2018-06-07
Rocky Ridge, MD
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-07
Bellaire, TX
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I used western union to send money to a vendor bank account. On their website, it shows it is complete even though the bank account the funds were sent to has not received the funds. Even their online tracking system is showing that the receiver has not received the funds into the account. The transfer should have happened in 7 business days. Its been 30 days now and still no resolution.
Company Response: Closed with explanation
2018-06-07
Beach, TX
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-06
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2018-06-06
Fraud or scam
Money transfer, virtual currency, or money service: Refund anticipation check
Company Response: Closed with explanation
2018-06-06
Columbus, OH
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Someone has hacjes my bank account and is trying to use it to wire themsedes money I know who it is
Company Response: Closed with explanation
2018-06-05
Fort Worth, TX
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I tried to remit money to my account in XXXX which I have always done with Western Union. I selected the transaction and they sent me information where I have to deposit the money to which was their account with XXXX XXXX XXXX. I went to XXXX XXXX XXXX and presented the information they sent to me and gave them my bank card which they used to do the cash advance from my account and deposited the cash to Western Union account with XXXX XXXX XXXX. I called Western Union to report that the transaction have been completed so they could complete it on their own end but they told me its suppose to be wire transfer which I have never ever made before. Then they said they will refund me my money, it been three weeks yet I have not received my refund and one of their agent cancelled my transaction without my consent or even refund. All of a sudden, they again turn around to say they never received my money after one of them confirmed receiving the money. I went back to the XXXX XXXX XXXX couple of times and one of the banker who was a witness spoke to Western Union agent on the phone and told them to send my money back if they will not do the transaction, yet till this day I have not seen my money. Spoke to XXXX XXXX XXXX Manager who was aware of the situation, he asked me if I think is a fraud and I told him if its a fraudulent account he will have to know but he never responded and told me to continue to wait for them to send my money back to me. Please see the attached evidence that the payment was made cash to the account they sent me.
I have showed them evidences severally, yet they are holding unto my money.
Company Response: Closed with explanation
2018-06-05
Houston, TX
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Company Response: Closed with explanation
2018-06-05
MN
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: In the last 2 weeks I attempted to send money to XXXX to a friend of my mothers because my mother is in hospital. The information was missing the middle name. I called to add it and have been told the system had errors and offered a refund. I ended up sending it to my mother in her name. We had an ambulance service take her to a payout location. The information is correct because in the past I have sent her money. Today she was taken to retrieve it and the payout location told her the information was correct, that her middle name was showing as her last name. I sent the confirmation ( MTC ) to her to show the name is correct. In calling western union, they could not offer a reason and would not help further resolving the issue and again offered to cancel the transaction and refund. This will be the 3rd time they would have had to cancel the refund. Now my mother is unable to pick up the money without scheduling another ambulance ride to western union pickup location. I repeat, the information matches her ID exactly and they would not get her the money ... In the last few months, western union has given my conflicting information that does not match from one representative to another.
Company Response: Closed with monetary relief
2018-06-04
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-04
Bartlett, IL
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-06-04
Boise, ID
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/2018 I wired USD {$400.00} from XXXX, Idaho to XXXX, XXXX via Western Union. The exchange rate on their website differed from the rate charged at the time of the transaction by 10 % which resulted in XXXX Euro difference on the transaction. ( See attached screenshot of the published rate and copy of the transaction receipt ). This charge was in addition to the {$28.00} transaction fee.
That same day I filed a complaint with Western Union. Western Union responded yesterday with a lame excuse.
Company Response: Closed with explanation
2018-06-02
VA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I'm really disappointed and frustrated with the way Western Union has handled my Money Transfer. On XX/XX/XXXX I went to pick up the money sent by my mother from XXXX for purchasing a dress for my sister 's engagement at western union agent location at Giant food ( XXXX XXXX XXXX, XXXX VA XXXX ) around XXXX EST. The agent at the location requested for the transfer number which I provided ( XXXX ) and 2 sets of picture id which I provided, my driver 's license and employment card. She said she don't have {$1400.00} cash available so she needs ( agent name XXXX ) to make a money order instead, for which I agreed. She completed the whole transaction in the system and as she was writing my name down I noticed a spelling mistake, my last name was spelled as XXXX instead of XXXX so I told her to make the correction. It was at this moment when she found out that the sending agent has mispelled my last name so she called western union customer support. They told her not to pay out and gave her a case reference number which is # XXXX. The agent told me she can't pay the money and I need to provide this case number to the sender and tell them to make the correction but she never voided the transaction though I asked her what will happen with the transaction you just made, she said I can void it.I provided the case reference number to the sender and the agent location there claimed that it shows in the system that the money has already been picked, there's no way they can help with anything. I called western union customer support center on XX/XX/XXXX at XXXX, than again at XXXX, again at XXXX, than again at XXXX, the agents kept saying they don't have a solution and I should wait till 24 hour is completed from the time of inquiry made. I again called on XX/XX/XXXX at XXXX, I was told there's 40 minutes left on the clock and someone will get in touch with me shortly which never happened. I again Called at XXXX and was told they don't have a solution yet. Than I called again at XXXX but was told they don't have a solution yet. I called on XX/XX/XXXX at XXXX, at XXXX this time I requested to speak to a manager, the manager answered I explained the whole situation, he said he will issue me another transfer number because it was the agent at the pick up location who made mistake and asked for my number where he can reach me back. Now on XX/XX/XXXX at XXXX I called again to check on the status and the agent this time is telling me there are no notes or information available on this issue and she's escalating it back. I also received an email from customer care that I should have the sender call them. I replied to them that the sender live 's in XXXX and there's no customer support available there and the agent location has refused to help her and has said they can't do anything till it's resolved from the receiver 's end so where should she call, haven't heard anything back yet. I also visited the agent location at XXXX on XX/XX/XXXX and as soon as she saw me she said they can't do anything from there end. Clearly each and everyone of the agents has said they can't do anything, are they expecting me to forget about my money. It can't take 3 days and counting for an agency to process a request when they promise to deliver money instantly. Very disappointed, will never do business with western union again.
Company Response: Closed with explanation
2018-06-02
Cumming, GA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-05-30
Boston, MA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I made transfer to myself by mistake on XX/XX/XXXX in the amount of {$72.00}. I then call in on XX/XX/XXXX once I realize the mistake and the fund has not been return to me.On XX/XX/XXXX Western Union responded to my complaint saying send the a copy of my bank statement that I provided them on XX/XX/XXXX and re email it in XX/XX/XXXX do to the fact that I did not hear back from them. So I call back on XX/XX/XXXX the customer service rep stated that it was received on XX/XX/XXXX and if it wasn't refunded by XX/XX/XXXX. To give a call back that I didn't and another customer service rep said that it has not been work on give them today it been well over two months.
Company Response: Closed with explanation
2018-05-29
Anaheim, CA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2018-05-24
Country Lakes, FL
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation