WESTERN UNION COMPANY, THE

2017-06-23

Laurel, MD

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2017-06-23

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: Complaint About Western Union on Money Transfer and Non-payment I refer to the above in which I was a victim of non payment of a money transfer via Western Union XXXX. The loss was in relation to a money transfer via Western Union at XXXX XXXX XXXX via a Western Union transfer no. MTCN XXXX. I am a regular user of Western Union money transfer services for many years. So far I had no problem and I am very satisfied with the service. Recently, I planned a trip to XXXX XXXX. As I did not intend to carry too much cash with me, I make a transfer at the Western Union agent in XXXX of an amount USDXXXX to XXXX XXXX on XX/X/2017 XXXX. I am the sender as well as receiver. In my application I have included a test question and answer for security reason as this is the first XXXX I sent to XXXX XXXX. 6 hours later at XXXX I received an SMS from Western Union informing me that the money was pick up by XXXX XXXX XXXX XXXX. myself. I was shocked to know that. I immediately lodged a non-payment claim at Western Union. I was informed that they required 21 days to conclude the investigation. On XX/X/2017 I received a email from Western Union United State stating that they denied liability as they said the agent paid out the money in accordance with the procedure. I strongly believe that the agent in XXXX XXXX deliberately paid out the money because no one knew the security question and answer except the agent. I lodged a complaint at my local authority. I was advised that Western Union was incorporated in the US and it was not within our local jurisdiction. Therefore, I request your good office to intervene and help to resolve the above matter.
Company Response: Closed with explanation

Timely Response

2017-06-21

Oxford, GA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/XXXX at XXXX XXXX ET, I entered a money transfer transaction from the US to XXXX : Transfer Amount : XXXX USD Transfer Fees : + XXXX USD Total Billed Amount : XXXX USD Exchange Rate : XXXX USD = XXXX CUC Transfer Amount : XXXX CUC Total to Receiver : XXXX CUC Transaction Number : XXXX XXXX XXXX In XXXX, the funds were unable to be retrieved because, unknowingly , Western Union does not allow US Citizens to be defined as the recipient of funds in XXXX. On XX/XX/XXXX at XXXX XXXX ET, I spoke with Western Union Customer Service for 15 minutes and 37 seconds to request that the Transaction be cancelled so that I could be refunded. I was told the transaction was being cancelled. On XX/XX/XXXX at XXXX XXXX ET, since the transaction was NOT cancelled, I submitted an online Refund and Cancellation request with Western Union ; Case Number XXXX On XX/XX/XXXX at XXXX XXXX ET, I called Customer Support again. I was on the phone with them for 42 minutes and 13 seconds, and was told that the system has an error, and that is why they are not able to process the cancellation of the transaction. On XX/XX/XXXX, I used the Customer Support Chat feature to contact Western Union around XXXX XXXX ET, and was told there have been no changes, and that they are still unable to cancel the transaction. To summarize, Western Union has held {$540.00} from my account since XX/XX/XXXX, and has not given me any updates or time frame as to when the system error can be resolved in order to cancel the transaction and grant a refund.
Company Response: Closed with explanation

Timely Response

2017-06-17

OH

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: XXXX I sent {$100.00} to my brother via Western Union. Af ter receiving my copy of the paperwork I forwarded my brother the reference number and continued driving as I am a XXXX XXXX XXXX XXXX XXXX . The next day my brother contacted me seeking more digits of the reference number as ten digits are required. I reviewed my document and seen the printer somehow messed up and did n't print enough digits. I contacted western union on XXXX regarding this matter and have continuously been told to call back 24-48 hr s. Today after going thru a lengthy process to get a live person and explaining my issue I was placed on hold and the afte r 3 mi nutes I was hung up on. This is probably th e 6th time I 've been hung up on. When I provide the case ref # I continue to be told to call back in 24-48 hrs. I jus t called Western Union a s I am typing this and AGAIN was told '' I will escalate this matter and please call back in 24-48 hrs ''. My most current case ref # is XXXX , the previous ones are XXXX , XXXX , XXXX , XXXX all which nobody seemed to have any data on
Company Response: Closed with explanation

Timely Response

2017-06-15

Seattle, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Western Union took { $540.00} out of my bank account via debit card hack by a scammer/hacker under the name of " XXXX XXXX '' ( that 's not suspicious!! ) even though this name in no way is similar to my own name. And then upon being notified that it was a fraudulent charge and was still pending on my bank account, they refused to cancel it or reverse it. {$540.00} on XXXX / XXXX / 17
Company Response: Closed with explanation

Timely Response

2017-06-15

Macon, GA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: send {$1000.00} to daughter through western union to be available on XXXX XXXX .On XXXX XXXX get notice from western union money on hold. Aft er 1 hour on telephone western union will refund money back to my bank minus $ XXXX They did absolutely nothing but cause problem and charge me {$10.00} .I think they scammed me.
Company Response: Closed with explanation

Timely Response

2017-06-15

Fountainville, PA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: on XXXX XXXX , 2017 I initiated a transfer via Western Union fo r {$1600.00} ( mtcn : XXXX ), upon completion of the transaction, the IFSC code was incorrectly shown, therefore contacted the customer service rep and he told me to wait until XXXX as someone will contact me to correct the problem and if I am not satisfied with the wait, he asked me to cancel the transaction and I did cancel the transaction. I initiated another transaction via transfast and they asked me to provide driver license, bank ownership proof, passport copy and the transaction was completed. In the meantime, on XXXX I received the email from Western union that the transfer was complete. I was shocked as I have already cancelled the transaction a nd the IFSC nu mber was wrong and no one verified my identity. Contacted CSR and they told me that money will be returned as they can not see a transaction using my email id and transaction is available on XXXX , therefore they still had 2 days to cancel the transaction before reaching the destination. Case no : XXXX . On XXXX / XXXX / 17 , received mail indicating that the transaction was effected with all the rules and procedures followed. How a leading wire transfer company can send money to other country without any validation? Now I understand, how XXXX is collecting millions of dollars from outside their own country. I was sending this money to a unknown person based on information given to me by my brother-in-law ( as he owed money to hi m ), now he has double the money in his hand.
Company Response: Closed with explanation

Timely Response

2017-06-12

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: This Complaint is abo ut WU 's refusal to correct the misuse of my information by XXXX of its users. I am a XXXX citizen, living in XXXX . Someone has been using the western union international money transfer services to send money from ne w york to XXXX and registered my email as theirs, so in half a year I have received at least XXXX money sending notifications, I have called on three times the number XXXX of western union custo mers to request to correct this situation, without which to date I can give a solution.
Company Response: Closed with explanation

Timely Response

2017-06-12

Saint Clair, MO

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: I was travelling in XXXX during the week of XXXX XXXX to the XXXX. Currently, XXXX does not conduct business with America banks or financial institutions which means my credit cards and ATM cards were useless. As a result, I had no money so I reached out to friends to send money via Western Union. XXXX sent {$540.00} XXXX XXXX as you can see from the screen shot attached. However, I was not able to receive the wire because I was told that only XXXX citizens can receive money via Western Union. Over the past 2 weeks, XXXX and I have made at least 10 phone calls and we get nothing but the run-around. They have not refunded his bank, nor will they allow me to pick up the wire at any local Western Uniuon locations. We 're both about ready to lose our minds. Any help you can give us would be tremendously appreciated.
Company Response: Closed with explanation

Timely Response

2017-06-11

Library, PA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: On XXXX / XXXX / 2017 a money transfer of {$1500.00} was sent to XXXX XXXX XXXX XXXX XXXX vi a Western Unionim error. I calle d Western Union within 1 hour of the funds being sent to request a transfer to the correct company. Western union stated it could take up to 48 hours for the transfer to process, so then I request a refund and that would also take up to 48 hours. I call western un ion on XXXX / XXXX / 17 to see if the refund was available and they said XXXX had not replied to the refund request. I called XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX has no record of the transfer of money seeing that I do n't even have an account with them and the account number that was sent on the transfer does not even match their account numbers. I sent a fax of the western union to XXXX XXXX along with the sequence number, and they have no payments in their system. Western Union ref uses to refund me the amount that was sent to the incorrect company. I have no account now or in the pass with XXXX XXXX XXXX or any of it 's affiliate s. Western Union repersentive have stated that they have sent multiple request to XXXX XXXX XXXX XXXX XXXX since XXXX / XXXX / 2017 ( at least 3 emails ) and have not been replied to.
Company Response: Closed with explanation

Timely Response

2017-06-10

Southern Pnes, NC

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: I am filing this online complaint against Western Union financial services. On XXXX XXXX 2017 I went online to pay for professional services and I had made the legal agreement to hire a professional to do some consulting services for me. I did extensive research on this business and individual and everything checked out so I decided to hire them. The total amount of services I requested was going to cost me {$800.00} however I indicated to the business I would only pay 25 % down and the following payments would be sent as I seen progress on the work. <P/>We agreed on everything and in order for them to start the project they required a {$200.00} down payment. I was satisfied with the agreement so I went to www.wu.com put in all the information that the payee had provided me and I processed the {$200.00} payment via my debit card. Once the payment was processed I received a confirmation number ( MTCN ) money transaction control number as proof and evidence that the payment was actually made. I kept checking back on www.wu.com and a few hours later it indicated that the payee had successfully picked up the Western Union that I sent via online. <P/>The arrangement and total agreement between them and me once they received the {$200.00} they would immediately would start to work on my project and provide full professional consulting services and what I had requested to have performed should not take more than 4 business days. Moving forward each and every day I kept checking online to see the progress on the work that I hired them for and I was not seeing anything getting done or accomplished at all and I was getting quite upset about this whole thing. I immediately contacted this entity via email to get an update and status on to what exactly what was going on. <P/>About 10 hours later I received a reply from then and they stated that they never received the {$200.00} Western Union payment that I had sent on XXXX XXXX 2017. I had replied to them that they were not telling me the truth as I had a receipt for it from Western Union and a copy of my bank statement to prove the {$200.00} was deducted and paid from my account. I emailed them a copy of the Western Union completed transaction with the MTCN on it with the exact time and date and the person who actually went to a Western Union location that had to show valid identification to pick it up. A few hours later I received another email response from them indicating that it was their mistake informing me prior that it was never received and now after checking their records the Western Union payment was received and work on my project would begin immediately. <P/>I kept checking online every single day dozens of times to see the updates and any progress and there was nothing getting done at all and I was becoming very angry over the situation and circumstance. I continuously kept emailing and calling them leaving multiple voice mails and no one every responded to me. Something was very wrong and I decided to cancel the project, emailed the business about my decision and requested a full refund of {$200.00} in which I paid to them in good faith and nothing was being done for what I had originally hired them for and again no response at all. <P/>I went online and contacted Western Union customer service and at first I sent them a defined professional customer service email about the entire situation and episode and I did not hear back from them for at least 48 hours and they responded to me that I had to call customer service at XXXX and finally after 10 minutes I got someone on the phone and at first the customer service agent was rude, nasty and had a real bad attitude problem but besides all of that I explained the entire situation and after explaining everything I was informed to send all of them to them at their security department and they provided me a direct email address and after they received everything they would respond to me within 24-48 hours. To this date I have not heard anything from Western Union at all regard my pending problems and issues and it is totally unprofessional and unethical business practices and business acumen.
Company Response: Closed with explanation

Timely Response

2017-06-09

West Newfield, ME

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Friday, XXXX XXXX XXXX I used the Western Union website to send money. The transaction number was XXXX. I was advised that my name is similar to another persons and that meant they needed a copy of my drivers license and answers to a list of questions. I provided everything they asked for. It took four and a half hours to finally complete the transaction. At that time I contacted Western Union a final time and asked that they confirm the transaction. They confirmed that it had been sent and was received by the recipient. Tuesday, XXXX XXXX XXXX I discovered that the money had not been received. I then contacted Western Union again and was advised that it had never been sent. Tech support confirmed that there was a problem with their website and it created an error preventing the transaction from going thru. That should have been revealed to me four days earlier as their system never showed that the transaction had been completed. Tuesday, XXXX XXXX XXXX I was advised that they could refund the money from the uncompleted transaction and that they would send the money to my local Western Union office and would have to go get it there. I advised the representative that I am XXXX and can not, nor should I be expected to go get it. I insisted that the transfer me to a supervisor and was connected with XXXX. He eventually relented and said they would overnight a check to me via XXXX. I repeated again that I am XXXX so taking the check to the bank was not an option. XXXX then stated that he could escalate the case and it would be returned to my account in seven to 10 business days. Friday, XXXX XXXX XXXX I had not received a confirmation following XXXX escalation of the case so I called again. I was then advised that I would need to go to the Western Union office to retrieve my money. I reiterated for at least the tenth time that it was not an option. I was told there was no other choice. After again demanding that a supervisor intervene I was connected with XXXX. He advised me that my money will remain at the Western Union office for 30 days then they can take it back and send me a check. I explained why that is not an option and he stated that he did indeed see that I had previously informed them it was not an option yet were going forward with it anyway. XXXX then advised me that he would escalate the case as he saw no evidence that XXXX had done so previously despite the claims to the contrary. XXXX stated that it would take 24-48 hours for review. This is now Friday so there would be no decision before Monday or Tuesday. At that time, if they agreed, the money would be returned to the card they withdrew it from and that would take another 7-10 business days for the refund. I advised him that it was unacceptable as Western Union has already had my money since XXXX XXXX XXXX. They knew on that date that the transaction they took the money for had not been completed and could not be completed. I am shocked by the incompetence and lack of concern for customers. I am asking that an investigation be opened into this matter and appropriate actions be taken. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-06-09

Grovetown, GA

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2017-06-08

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: Dear Sirs, I am writting to you to ask about the help. I would like to report online scammer XXXX XXXX.(passport he send to me attached) He said that he is US citizen and he lives in XXXX in Minnesota. I met him on XXXX site and after we spoke on XXXX and XXXX. He trik me into a romantic relationship in order to force me to send him money. I attached print screen from our XXXX conversation. Below you can find some information that he gave it to me.and Photograph XXXX XXXX" XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX Washington I know that he is using other people data and personal details to pick up the money and other frauds. He claim that he is : XXXX XXXX XXXX but the photos that he is sending to the woman most probably belong to somebody else .. Additional i have found another robbed by him person. Details below. she lives in XXXX and XXXX. Her Name is XXXX XXXX +XXXX XXXX XXXX was sending money to XXXX few time and one of the person who picked up the money was XXXX XXXX. Location : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This woman is from XXXX from the XXXX XXXX side (probably she is working in XXXX there.. > XXXX XXXX > XXXX > XXXX > XXXX XXXX > XXXX In one of conversation XXXX XXXX claimed that the man below is his lwayer XXXX XXXX XXXX.(attached some info) His name is: XXXX XXXX XXXX XXXX"
Company Response: Closed with explanation

Timely Response

2017-06-07

Rogersville, TN

Wrong amount charged or received

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2017-06-03

Memphis, TN

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: XX/XX/XXXX I used my XXXX/debit card from XXXX XXXX XXXX to wire {$2500.00} to a man in XXXX. Western Union charged a {$180.00} fee in addition and my total was {$2700.00} XX/XX/XXXX I was informed by the intended recipient that his money was not available. He was told the transaction had been declined. I received no notice, nor did the intended recipient, putting him out time to go retrieve money not available to him, and me time to begin figuring out the situation. <P/>XX/XX/XXXX I contacted western union by phone to ask why declined and when they would be refunding my money. First agent could not answer either question. I got a supervisor, ID number XXXX. She could not answer either question either but told me 7-10 business days until my money was refunded. XX/XX/XXXX. I called a second time to check status and was told I had n't been refunded because my order was never completed. I was told they never took my money. They blamed XXXX XXXX XXXX, my bank. I have an email from XXXX reporting my transaction was confirmed, with a tracking number. XX/XX/XXXX I once again checked my bank account only to find the funds had been delivered to Western Union. They had posted. I called for a third time, waded through another representative to another supervisor, " XXXX, '' ID number XXXX. XXXX, I suspect, gave me a little bit of truth, telling me one department had confirmed my transaction while a subsequent department had declined it but failed to register it as declined, thereby leaving it as an opened transaction. The first supervisor I spoke with, " XXXX '' told me, had tried to start the cancellation process during my call but had also failed to do so. No one thus far, five days after holding my money, had even begun step one to refund my money. XXXX gave me an email address for the " back office '' where I needed to file my complaint, which I did. He also said he had emailed them to begin the refund process. Now another two days have passed and no word. XX/XX/XXXX I looked them up on XXXX and began a post on their webpage. They wanted me private messaging, not public posting. I was told in my private messages another ten vague answers. I was told they were sorry. They were working on it. I was told they themselves were customer care and then three times I was given contact email for customer care. Nothing made sense. All evasive. At this point, a week and some hours past my payment to them with no service received, I have no answers other than those listed. " We are working on it. '' More than one person, when I pressed for specifics, told me that once the process began, it would be 7-10 bank days but the process has not even begun. The irony is that their fee is for being a wire service yet it will take them nearly two weeks to process my refund, once they begin that process, which has yet to be determined. It 's an endless stream of vaguery and passing the buck within their system. <P/>An intensely frustrating part of this is that they make it close to impossible to contact a human and when I have been able to, I am told that human ca n't do anything but contact another human, only by email. There seem to be no actual humans available for help. I have paid for a service I did not receive. They have had a significant sum of my money and given me no concrete indication as to why they cancelled my transaction or when I 'll get my money back. I went to a XXXX XXXX XXXX yesterday after I was paid and spent {$25.00} to have them wire funds to the man who has been waiting a week to be paid. This money was from my account, so I 've doubled my out of pocket expenses until I am refunded. I need to pay my mortgage and can not without my money back. <P/>My complaint includes money out, time out, late charge pending for mortgage, total disregard for humans on the part of this big business. <P/>In my supporting documents I will include screenshots of my email confirmation from them, my email to the " back office, '' where I was told to log my complaint internally, and the automated response back. I have received no other emails from them other than the automated response after receiving my complaint. I will also include screenshots of my XXXX correspondence with them. I could also screenshot my phone calls to them and the length of phone calls totaled. I have a document from XXXX XXXX confirming the wire transfer I made yesterday to pay the gentleman I owed. I am happy to provide whatever is needed. My frustration is that these big entities seem to be able to do whatever they want to do without having to be held accountable. And I truly need my money back. Thank you s much for your time and consideration.
Company Response: Closed with explanation

Timely Response

2017-06-02

Confusing or missing disclosures

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2017-06-02

Warrenton, VA

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: This is regardi ng Western Union : Money for the amount of {$3900.00} withdrawn from my checking account without my authorization. There are XXXX transactions for the amount of {$990.00} appeared on XXXX / XXXX / 2017 . XXXX of the transactions was reversed on XXXX / XXXX / 2017 . All without my consent. I have previously done business with this company, however, I did not authorize these transactions. Please note that I have shared my banking informatio n ( acco unt number /routing number ) and debit card information with this company in the past for money transfer purposes. I did contact this company and they refused to refund the amount.
Company Response: Closed with explanation

Timely Response

2017-06-01

Louisa, VA

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Money order

Complaint: I purchased XXXX Western Union m oney orders at XXXX in XXXX o f 2011. I d id not use them for the original purpose and they were set aside uncashed. I found them recently and decided to cash them to regain the face value of the orders, a total of {$38.00}. I was not aware that over time they are subject to a " service charge '' that ultimately consumed the entire face value of the orders, rendering them worthless. This is disclosed in fine print on the rear of the paper order, with no reference or asterisk on the front of the order to indicate such a disclosure exists. Upon cashing them in my regular checking account I received a letter that they 'd been returned, earning a return check fee from my bank as a result. That fee has been waived by my bank given the situation, however I 'm still less the {$38.00} in value. {$38.00} is not a significant amount of money to me and this complaint is being made to draw attention to what I believe is a deceptive and unfair practice. For individuals who have no alternative to using money orders this " service charge '' could be a significant drain on their finances and should at minimum be clearly disclosed or preferably not charged to begin with.
Company Response: Closed with explanation

Timely Response

2017-06-01

Dallas, TX

Other transaction problem

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2017-06-01

MD

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Pay XXXX bill by credit card, requires use of Western Union Speedpay subsidiary, which requires acceptance of Terms and Conditions at https : //www.speedpay.com/westernuniontac_cf.asp. This site requires acceptance of mandatory arbitration unless opted out at XXXX . Over 45 mins talking to various WU and Speedpay s taff, no one know anything about it. Told to " call back ''. Did so, spoke to employee who also again knew nothing about arbitration opt-out. I do not wish to accept mandatory arbitration, but there seems to be no way to opt out per the Speedpay terms and conditions directions.
Company Response: Closed with explanation

Timely Response

2017-06-01

Hot Springs, AR

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2017-06-01

Phila, PA

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2017-05-31

MN

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: I initiated a transfer through Western Union on XXXX XXXX. I was never given a MTCN to give to the recipient of the money. I called to get a MTCN and was given the incorrect number on XXXX XXXX. When it was discovered that it was the wrong MTCN, it was too late to send the money to the person. I was then offered a refund and was given a new MTCN to use to pick up my refund. I then went with my ID and new MTCN to 4 different Western Union locations to try to receive my refund. I was turned away at each location and was told that I had to call Western Union to figure it out and that they could not find my transaction. When I called Western Union back they said that everything was fine and that I just needed to go pick it up. Seems like theft to me.
Company Response: Closed with explanation

Timely Response

2017-05-31

NJ

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: money was se nt to western union to be picked up by this person Date of Order : XXXX / XXXX / 2017 Amount Sent : USD XXXX Receiver Name : XXXX XXXX tracking number mtcnDate of Order ( XXXX ) is : XXXX : XXXX / XXXX / 2017 Amount Sent : USD XXXX Receiver Name : XXXX XXXX Status : Picked up Status : Picked up they gave me XXXX number which is XXXX when submitted to western they say can not be found, dont know who to contact except western union
Company Response: Closed with explanation

Timely Response