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 3
2019-10-15
Houston, TX
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/19, I tried to pay a bill with Western Union Online which stated the company I needed to pay is one of their Billers. Due to another payment via Western Union issue XX/XX/19, I decided to check with customer service to make sure will this payment go to the correct company. Although the company was their website as one of their Pay Bills Company 's, there isn't a relationship with Western Union and the company. Instead of correcting their website, the incorrect information is left for the next customer to attempt a payment. I spoke to a representative that said XXXX XXXX XXXX isn't their system so I would not be able to make a payment. I asked for a supervisor and the representative transferred the call without telling them about the call so I had to explain all over again. This makes the phone very frustrating and aggravates the situation. The supervisor checked the company 's name and found them but needed to transfer me again. I do not understand why she was transferring so you've wasted unnecessarily been on the phone over 20 mins. Then the supervisor disconnected the called while I wait to be transferred to an unknown phone and unknown reason for transfer.
The problem has been their online pay bill feature shows the company but they no longer have them as Pay Bills Company 's. When this happens the funds goes to the wrong company and the customer is made to wait to get the money back. This creates a late payment for the customer and accrues late fees and possibly a derogatory item on their credit.
I called the Corporate Office and spoke to XXXX which listened and I insisted she confirm the company would receive my payment. XXXX wanted to transfer me back to the same area that disconnected the call. I told all that was needed is confirmation the payment would go to the right company this time. Their website and the procedure and company are different and cause major financial issues for the customers.
Company Response: Closed with explanation
2019-10-15
Columbus, OH
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-11
Bridgeport, CT
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-11
Cranston, RI
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-10
Queens, NY
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Tracking Number ( MTCN ) XXXX Transaction Date XX/XX/2019 Transfer Amount ; {$2000.00} USD Senders Name XXXX XXXX I paid for a money transfer in cash to be sent to the receiver at XXXX in XXXX. The appropriate account number was provided. XXXX states they never received the transfer. We provided copies of the XXXX bank statements to Western Union to proove that the transfer was never received in to the receivers account. I followed up with Western Union to try to resolve the issue. They did nothing to show proof that the transfer was in fact deposited to the financial institution. I believe fraud has transpired either by Western Union employees or employees of XXXX. Western Union offered a better money exchange rate if the transfer was sent to XXXX and that is the only reason I agreed to send the transfer to that specific bank. Now, Western Union is not providing me a refund for using a third party partner or affiliate. This is a major issue and a substantial loss of funds. The recipient did not receive the money transfer at the bank where Western Union sent the funds. I believe Western Union has been negligent in their third party vendor management due diligence. I believe Western Union owes me a refund for the funds that it transferred and which never received by the receiver. If the fraud was committed by the vendor/affiliate/partner bank that received the funds from Western Union, this does not absolve Western Union of its responsibility. They are responsible for the fraudulent behavior of their partners/vendors/affiliates and I have recourse under the law. I lieu of filing a lawsuit, I would like the CFPB to investigate this issue. The proper resolution is a refund of {$2000.00} USD plus the fee paid for the transfer.
Company Response: Closed with explanation
2019-10-10
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-08
OH
Other transaction problem
Money transfer, virtual currency, or money service: Virtual currency
Complaint: On XX/XX/2019 western union took {$320.00} out of my XXXX XXXX account. This was not an authorized transaction. Western union stated since the money was picked up the transaction was valid. My bank issued a fee reversal only to be rebutted by western union. My email which was allegedly associated with western union is on the dark web and data broker sites so all my demographic information is out there. During the time of this alleged transaction, I did not have a working phone. I understand western union has to verify the information but I dont know how they did when I didnt have a working phone. My phone was compromised and I couldnt make calls out or receive them. XXXX had to restore my phone so I can make and receive calls. I couldnt even send or receive text either. I faxed 12 pages to XXXX after I opened the claim again. The fax shows my emails and demographics are on the dark web and data broker sites. Western union didnt do anything. Their position is the money transfer was picked up therefore they have no further liability. Western union is a financial clearinghouse for dark web transactions so they dont really care. They shouldnt be allowed to be in business.
Company Response: Closed with explanation
2019-10-07
VA
Fraud or scam
Money transfer, virtual currency, or money service: Money order
Complaint: I reported to my bank ( XXXX ) that my card was used without my authorization. Turned off the card but my bank couldnt help me until the next business day XX/XX/19 then they tell me they cant help me until the transactions were posted. They do their investigation and come to find out my card Information was used to western union to two random people in XXXX. I know its fraud because the phone number they used to verify it was me has been disconnected for years & they used an email address I have never created or used. If the IP addresses are compared well see who is telling the truth. The scammer used a passport to receive the money.
Company Response: Closed with explanation
2019-10-05
Manhattan, NY
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-10-04
Arco, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Yesterday morning, friend attempted to send me an instant cash transfer of $ XXXX from his city of XXXX, NC to mine, XXXX XXXX, CA using Western Union. At the office he visited on XXXX XXXX in XXXX, he was charged {$230.00} to send $ XXXX and was told the money would be available right away. He handed over {$4200.00} -- in cash, not using a check, just plain cash! -- to the Western Union cashier. He was given a receipt with a transfer tracking number associated with it. Moreover, despite him telling the cashier how to spell my first name ( XXXX ) three times, he misspelled it, " XXXX. '' My friend called the 800 number immediately to get this resolved, and they promised to resolve it and call him right back -- and they did not do so.
As of the evening ( PST ), four hours later, I went to the Western Union on XXXX XXXX. in XXXX, CA, gave them the tracking number ( XXXX ), and attempted to get my $ XXXX. They told me that there was no transfer associated with that number. I tried to get the cashier to speak with my friend who was on the phone from NC. My friend also sent me a photo of his paper receipt, but the agent would not even look at it. He claimed that their office is a " third party provider '' with no access to any information, and that my friend would simply need to call the 800 number. When he called the 800 number, the person on the line said that the transfer was " under review '' but they would not connect him with the unit reviewing his ( cash! ) transfer. They said they would call him within 2 hours, but that commitment was not kept. They never called him yesterday.
Today, my friend ( the money sender ) called once again to see what was going on with his/my cash. At this point, a Western Union supervisor told him that because of the size of the transfer, it was on hold and under review for 48 hours -- a different set of excuses than yesterday 's ( the 2 hour review period ) on the same 800 number. No one had told him this when he handed over {$4200.00} in cash at the office in NC -- they gave him the impression that it was an instant transfer. Had we known of this 48 hour delay, my friend simply would have XXXX XXXX me a cashier 's check from his bank, and I would already have it, today -- for about 10 % of the cost!
Western Union has {$4200.00} of our money and has been deceitful about the process. They advertised an instant transfer, which is why we used them instead of overnighting a bank check. But this was a lie. They still have our $ XXXX, and they have charged us {$230.00} for deceitful service. It not only feels like usury, but at this point, with our money missing, it is plain corporate theft.
Company Response: Closed with explanation
2019-10-04
Henderson, NC
Unexpected or other fees
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-10-04
Allston, MA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-03
Carmel, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-10-01
Duluth, GA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-10-01
Baltimore, MD
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Company Response: Closed with explanation
2019-10-01
Norwalk, CA
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I have filed a complaint against Western Union.
Western Union Reference Number : XXXX I am trying to get a refund on {$3000.00}, however, no Western Union branch is willing to give the money. I went to 12 different locations including check cashing service, grocery stores. All locations denied to give out cash.
I have sent an email to Western Union 's Executive resolution department but they are useless. I have sent an email to Western Union 's executives but to this day, nobody contacted me. I have emailed to many executives including company CEO, Mr. XXXX XXXX.
I don't know how can Western Union stay in business when you can not even get {$3000.00}. What is the point of sending the money and paying {$75.00} for their useless service.
XXXX XXXX XXXX
Company Response: Closed with explanation
2019-10-01
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-09-29
Kyle, TX
Communication tactics
Debt collection: Payday loan debt
Frequent or repeated calls
Company Response: Closed with explanation
2019-09-25
Co Bluffs, IA
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation
2019-09-24
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Company Response: Closed with explanation
2019-09-24
Steamboat, CO
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I immediately canceled my {$5000.00} funds transfer approximately 30 minutes after it was approved by Western Union ( and before dispersed by my bank ) on XX/XX/19 because it was going to take to long to process. I did this by phone and was told it had been canceled and it may take 7-10 days to receive my refund. I then received a confirmation email saying my transaction had been canceled and would be refunded. It is now over a MONTH later and I have not received my refund. I have called at least 4 times, talked to multiple people and EVERY TIME am told that whatever the issue was, it has been resolved and it will be refunded in 7-10 days. The most recent phone call was on XX/XX/19 ELEVEN business days ago. I have repeatedly asked for a confirmation number for this issue or some kind of confirmation that it has been resolved and they just say, no sorry we don't have a way to do that.
I have also asked for names of the agent I am talking to and am only given 4 letter first names. The last person I talked to also gave me her ID number, which I didn't know they had since the first several people had not offered that information. Also, mysteriously, my calls get dropped every single time I talk to them so that to get through to a person and to get through discussing an issue, I have to call back multiple times, start over multiple times, and talk to multiple different people.
I was told at one point that the issue was I didn't answer a phone call about my cancellation. I don't know why I would need to discuss anything further if I had already discussed it in person with an agent, was told it was processed, and received a confirmation email saying it was canceled. I did receive another email after the missed phone call saying that because they couldn't reach me by phone, my transfer would be canceled and funds refunded ... great, sounds like what I had already done and was wanting ... yet still no refund and no explanation.
Company Response: Closed with explanation
2019-09-20
Naval Base Ventura County, CA
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Company Response: Closed with explanation
2019-09-19
Bohemia, NY
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-09-19
Northside, NC
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-09-18
Tarpon Spgs, FL
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/2019, I provided Western Union with my credit card to make a money transfer out of country in the amount of {$870.00} USD. The money was for the purchase of one pair of women 's XXXX tennis shoes. When the merchandise did not arrive and the merchant could not be reached, I filed a claim through Western Union. They were very uncooperative and did nothing to help me recover my money.
Western Union has a history of aiding and abetting fraud and they have an active settlement with the US government, however, my incident is to recent to fall under that settlement.
Company Response: Closed with explanation