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 37
2017-09-19
Plymouth, FL
Money was not available when promised
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: After Hurricane Irma, I send my children up North to Maryland. While visiting XXXX, my son ran out of gas money so I wired him {$100.00} via Western Union. At XXXX on XXXX/XXXX/XXXX I sent my son XXXX XXXX {$100.00} via Western Union online services. I received an email shortly after submitting the money transfer request informing me that the transaction was being reviewed. I contacted Western Union. After waiting on hold for nearly 20 minutes, a male answered and reviewed the transaction, they transferred me to Compliance after nearly 10 minutes the call dropped. I called back after waiting another half hour the male representative informed that the account was being reviewed for fraud, I explained that I did not understand. I am sending money to my son and have done so in the past. He stated that he would send Compliance an email to resolve the issue. A couple of hours later I reviewed the status online and it stated that money was ready for pick up. My son located a pick up location after showing his Florida drivers license he was told he it was not available. The time was close to XXXX. I called WU again, again long wait. The male customer service agent stated he would send Compliance a message, I said no I wanted to speak with them now. My son was without gas in XXXX. He stated that they would call me in less than 1 hour. it was getting close to closing time, WU locations close at XXXX. I called my son and told him to stay put. I called a relative in Maryland to pick him up. They did n't arrive until midnight to pick up my son and I was worried sick. The next day on XXXX/XXXX/XXXX I called WU and asked it money was ready for pick up, same story Compliance needed to verify my information, I was transferred over, call dropped. On XXXX/XXXX/XXXX I called again this time a XXXX told me to hold that he would reach compliance after I demanded a refund of money and fees. He put me on hold for 15 minutes came back and said everything was resolved money was ready for pick up. I had my relative take my son back to XXXX to retrieve {$100.00} because the pickup location was XXXX. Once he arrived in the evening he went to another WU and was told that money was not available. He called western union to verify information. I called and was on hold and then again called again and nothing. I kept getting transferred between foreign speaking individuals that spoke English with a heavy accent. Finally I got fed up and asked my relative to give my son {$100.00} for my son to get back home. on XXXX/XXXX/XXXX, at about XXXX I called WU again and after much waiting I demanded a full refund of {$100.00} and fees for a total of {$110.00}. Male informed that he would send it to appropriate department and that someone would call me within 24 hours, even though I demanded to be called back within 1 hour. 24 hours have come and gone No CALL, NO REFUND!
Company Response: Closed with explanation
2017-09-18
Confusing or missing disclosures
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-18
Burien, WA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-15
Mboro, TN
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On X/XX/2017 I went to the online portal of Western Union to transfer {$500.00} from my XXXX checking account to an individual in XXXX XXXX who would collect the funds at an authorized Western Union Location. After I entered all of the data required to enable WU to make the funds available I received an acknowledgement from WU assuring me that the transaction was in fact being processed and that I would receive a code # for the recipient to collect the cash in " minutes '' as per the WU service promise on their site.
As time passed and I did not get the pick-up code for the recipient and availed myself of the tracking tool provided by WU. The first track replied with the transaction was being processed, but it was take 30 minutes. When that time expired the next track returned that it would take two hours to enable the pick up in XXXX XXXX. I then called WU customer service and spoke with an agent who told me it would take as long as 6 hours to enable the transaction even though WU had taken the {$500.00} + {$49.00} in fees from my checking account. I asked to have the call escalated to a supervisor who finally disclosed that I was blocked from using WU services. I asked for a reason or cause as was told that was all I was going to learn. WU # XXXX
Company Response: Closed with explanation
2017-09-14
Stockbridge, GA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-09-13
Fayetteville, NC
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-11
New Britain, CT
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX/XXXX/XXXX, I used the Western Union online money transfer service to send {$120.00} to my mother. I used my XXXX XXXX debit card to send the amount, and the fee to send this amount was {$16.00}. So {$130.00} was charged to my account.
I received an email from XXXX at XXXX ( same day ) documenting the transaction and stating that it is currently being reviewed. At XXXX I received an email from the same sender stating that my transaction is on hold and that I may be contacted for more info before the money is sent to the receiver.
At XXXX ( same day ) I received an email from XXXX stating that my transaction is on hold under security review. The email requests verification of my identity " with a front-and-back copy of a government issued photo ID ; e.g., passport or drivers license. Please reply to this e-mail ( XXXX ) with a copy of the ID and its translation into English plus the following information : Your current address ; Your city of birth ... '' I called Western Union ( XXXX ) several times asking why this information is required, especially my city of birth, as I am not comfortable providing this information. The first operator ignored my question and simply kept repeating what was in the email. I called a second operator and asked the same questions, but did n't get a direct answer. So I asked to cancel the transaction. She transferred my call to someone in Compliance ( XXXX XXXX XXXX ).
I asked this third operator why the information above was needed - I mentioned that I am not comfortable providing it since it was never needed in the past to send money online, and that I want to cancel the transaction. Over the phone he said that I would need to fill out a form that he would send in an email in order to cancel the transaction. I got the email shortly afterwards ( at XXXX XXXX ) requesting the following : " To continue processing your request and since your ID copy can not be provided, please supply the following information about you : Full legal name : Gender : Date of Birth : Country and City of Birth : Relationship between you and receiver : Purpose of the transaction : Occupation : Residential Address : Explanation why ID copy can not be provided : If mistake is in the name What is the correct name and how did the mistake occur?
If mistake is in Destination What is the correct destination and how did the mistake occur?
Name of the person submitting the letter : '' I expected to fill out a simple form, not another email requesting more identifying information that I was not comfortable giving. I tried WU one more time over the phone ( same day ) explaining the situation -- that I wanted to cancel and was not comfortable providing so much information because it might be a scam. The ( fifth ) operator I talked to said I did not have to worry about a scam but that the reason why the information was needed was because my name is a close match to someone on some type of watch list. The operator said the only way to get the transaction out of hold was to provide the info that the email was requesting.
I called XXXX XXXX ( same day ) to see if the transaction could be cancelled and refunded, and while the XXXX operator said she would be suspicious of responding with information to the emails I described to her, she said the bank could not do anything since the transaction was valid on their end. They only deal with fraud/scam if the transaction was not initiated by myself. XXXX verified the phone number above was valid for WU, and recommended that I call WU to resolve, which I tried many times already.
My bank account is already charged. Does WU just keep my money indefinitely?
Transaction tracking number ( MTCN ) is XXXX
Company Response: Closed with explanation
2017-09-10
Howells, NE
Communication tactics
Debt collection: Credit card debt
Frequent or repeated calls
Company Response: Closed with explanation
2017-09-08
Fairfax, VA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2017-09-07
Norwalk, CA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-09-06
Gretna, LA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XXXX I tried to made a payment to my mortgage company with my XXXX XXXX debit card on the phone with Western Union but I was told by the female representative that there was an error sending and to call back in XXXX minutes, in which I did and to just give my phone number, but was told by the second rep I had to give all my information again and was told I did n't have enough in my account. I know when I spoke with the first rep I had at least {$380.00} in my account and I wanted to sent {$300.00} that cause {$310.00} to be taken out of my account. XXXX XXXX said they sent it to Western Union and Western Union said they did n't receive it, now XXXX XXXX is investigating the matter which will take 45 - 90 days which leave me {$310.00} short.
Company Response: Closed with explanation
2017-09-06
Tacoma, WA
Wrong amount charged or received
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: Called to inquire about sending a Western Union money transfer and explained to the agent that I needed to send money to a relative affected by XXXX XXXX in XXXX Tx. Inquiry about fees to send and he did n't mention that a Special code of " Help Texas " could have been applied!! Was told I would find out the fees once I submitted the amount of money to be sent! Very disappointed that I was n't informed since this was my first time sending a money transfer online ...
Agent replied the only way to get my fees refunded would be to re-do the transaction which I had no more time to complete due to a medical appointment!
Company Response: Closed with explanation
2017-09-06
Atlanta, GA
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Complaint: Money orders were stolen from our office in XX/XX/XXXX. I contacted Western Union customer care and was directed to file an online Payee Affidavit for each stolen money order and submit it through the mail which I did. After calling Western Union several times I have yet to receive an answer as of XX/XX/XXXX as to the status of my stolen money orders totaling more than {$10000.00}.
Company Response: Closed with explanation
2017-09-06
Ardmore, MD
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-09-06
Etna, OH
Problem with customer service
Money transfer, virtual currency, or money service: Refund anticipation check
Company Response: Closed with explanation
2017-09-05
Washougal, WA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-09-05
Oxnard, CA
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Company Response: Closed with explanation
2017-09-03
Maynard, MA
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I have done the money transfer by using Western Union on XX/XX/XXXX at XXXX XXXX EDT. WU have promised me that within 5 minutes I will get the call from validation department & after that my brother can collect the money in XXXX. Their validation department has not called me until now ( XX/XX/XXXX-XXXX XXXX EDT ). Because of their false promise, my family has a tough time in XXXX & I also had a sleepless night. My family was looking for money urgently. I had made several calls to them during the last 14 hours. They are saying same line again & again that I will be receiving a call from their backend ( Validation ) team. They have not kept their promise & now Im asking them to cancel this transaction then also they are repeating same line that I will be receiving call from their backend ( Validation ) team ASAP, this time they have added another word to the line that I will be receiving a call in next 24 hours instead of 5 minutes.
I am paying transfer fee & they also earning from dollar exchange rate on their terms & still they are not doing what they are supposed to do. I do not have any idea how they can streamline this process & stop doing false promises. My hard earned money is on no man zone & you know the importance of money at right time for personal usage.
Im looking for your help so that Western Union will return my money & should start respecting the consumer time & needs.
Company Response: Closed with explanation
2017-09-03
Lynn, MA
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Complaint: I disputed an Adverse Account on Credit report file # XXXX by XXXX XXXX XXXX XXXX XXXX XXXX.
My Loan was to be paid by XXXX XXXX XXXX XXXX XXXX, XXXX Co XXXX.who never changed the mortgage holder after they were notified XXXX from XXXX XXXX to XXXX. My mortgage payments were made from my XXXX XXXX checking automatically bi weekly to XXXX XXXX. I have copies of bank statements verifying these payments. XXXX XXXX continued to pay XXXX XXXX in error by their own statements and had written to XXXX of their error and that it would be resolved. I was worried about my credit report because even though XXXX was notified of the error and said I would not be reported as late, they reported me to XXXX as delinquent from XXXX XXXX to XXXX XXXX. As it turned my perfect credit was marred by this error, of which was not my failure to pay, but XXXX error and it was compounded by XXXX 's failure to cooperate with all my requests and correspondance from XXXX XXXX They were keep in the loop during the entire 7 month period by voice, email and fax by myself and XXXX XXXX who had taken full responsibility.
Company Response: Closed with explanation
2017-09-02
San Antonio, TX
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: I sent this person money onXX/XX/XXXX apparently he picked it up on XX/XX/XXXX and now I suspect fraud because he is not returning any of my phone calls or text messages now I want to file a complaint to see if I can have my money refunded
Company Response: Closed with explanation
2017-08-31
San Antonio, TX
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2017-08-30
Austin, TX
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-08-29
Bangor, ME
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-08-28
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2017-08-26
CA
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Complaint: Ok western union money order was stolen nd cash in which wasnt the person my mom pays rent to .. when i made a claim nd did process which im at the last step .. so waiting for my refund. Its still be pending since last year XX/XX/XXXX i recentlly contact them on XX/XX/XXXX and its still pending i noe thats does not take that long they are so unprofesstional ..please can u help me
Company Response: Closed with explanation