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 5
2019-08-21
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-20
TX
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/19, I called Western Union to get the correct information to wire transfer funds to XXXX XXXX XXXX. I told them they were formerly known as XXXX XXXX so they suggested the transfer to XXXX XXXX. XXXX purchased XXXX XXXX XXXX so they said the information had not changed. Therefore, I sent the funds from a Prepaid MasterCard that isn't re-loadable. When XXXX XXXX did not receive the funds, I called Western Union again on XX/XX/19. I was told at that time to wait until XXXX for them to receive funds that was received on the same day XX/XX/19. On XX/XX/19, Western Union told me the funds went XXXX XXXX in which the previous representative neglected to tell me. The representative did not read any previous notes regarding the transfer therefore I asked for a supervisor. The representative placed me on hold then the phone started ringing again and rang over 10 -15 mins before I found a Customer Relations number for Western Union. I spoke to XXXX (Customer Relations) and once again no one took ownership of the issue not did she try to assist me. XXXX heard me say supervisor then placed me on hold for 2 -3 mins to get a supervisor. Then XXXX came to line to say you are asking for a supervisor" hold please so I held another 5 mins. Next XXXX (Possibly a supervisor) told me they requested the money from XXXX so I said "I thought it was XXXX XXXXl " then apologized "Oh yes XXXX XXXX. He says they are waiting for permission from XXXX XXXX to get money that isn't theirs. The time frame is 24- 48 hours but it is past 48 hours but XXXX says they have not received permission to take money that does not belong to XXXX XXXX. He stated the refund would go back to the bank... as I stated this card is non-reloadable so he says they would send the funds to a Western Union location. Then I needed to pick up the money from a Western Union destination so I asked about the fee of $XXXX. He stated the funds were sent so I would not get the fee back. That's unacceptable!!!
Company Response: Closed with monetary relief
2019-08-20
Santa Ysabel, CA
Trouble using the card
Credit card or prepaid card: Gift card
Trouble using the card to spend money in a store or online
Complaint: Attempted activating a Western Union gift card. Made more than 30 phone calls and received a message stating " Call Later '' No one answers the phone. Spoke to more than five people, and no one knows what to do. I had a Western Union representative call a special number, and they got the same run around as I did. I can not activate the card. I received the worst service ever. When someone didn't know what they should have, they hung up the phone.
Company Response: Closed with explanation
2019-08-20
Dover, DE
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-20
Monterey Park, CA
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-08-19
TX
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Tried to submit a little earlier. Had password problems.This is the 2nd time in two months that I have been blocked by someone.I was sending $XXXX to a friend in XXXX. Yes I know them and have previously sent small amounts of funds. Then in XX/XX/2019 I was blocked by someone thru Western Union, XX/XX/XXXXand XX/XX/XXXX counter on international wires.Submitted a complaint to Western Union and CFPB. CFPB sent me a update on XX/XX/XXXX Showed that I was not blocked by Western Union.I went to wire $XXXX to XXXX at XXXX XXXX in XXXX XXXX Texas this morning.Read out a refusal code of XXXX XXXX.Could not send funds as needed.
Company Response: Closed with explanation
2019-08-17
Boston, MA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XXXX XX/XX/2019 I send a western union transfer to my sister for emergency when she goes to pick up the money they told her too much transaction. It was only $XX/XX/XXXX.when I called western union they give me another tracking number to go get my money back.2 days ago I sent $XX/XX/XXXX I am still not getting the money back, they also told me they can't give me any information about that money so I don't know what to do ,I don't know if I'm going to loose that amount the $XX/XX/XXXX or if I have to wait.also the western union customer service don't really don't speak English. My sister need that money so bad it is for emergency. I want to know why ever time I send a money in western union they block the transfer .thank you! Western union is bad now
Company Response: Closed with monetary relief
2019-08-16
Ruston, WA
Other service problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-08-11
Roseville, MI
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-10
Watkins, CO
Managing the loan or lease
Vehicle loan or lease: Lease
Billing problem
Complaint: On XX/XX/2019 a payment was made from XXXX XXXX XXXX XXXX, for the amount of {$590.00} sent to Western Union ( XXXX XXXX uses Western Union as a third party for online payments ). The amount was never applied to my XXXX XXXX Account # XXXX. I called Western Union and explained that on my phone I could not get a snap shot to get the confirmation number they explained to me that we cant continue without it. I had to make a double payment on XX/XX/2019 from my bank XXXX XXXX ( bill pay ), that payment was applied to my XXXX XXXX account. Made contact with XXXX and including the attorney company that sent them a letter, to no avail the responsible party is Western Union.
Company Response: Closed with explanation
2019-08-10
Houston, TX
Confusing or missing disclosures
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-09
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-08-07
Boston, MA
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: So I was trying to send my son XXXX $ and for some unknown reason. Western union refused the transaction. My wife had earlier sent a test transaction of XXXX $ and it went thru so she then tried to send him an additional XXXX $ and it was denied. She tried to send lesser amounts to no avail all transactions were denied. That is when I tried with my own account. Completely separate from hers and it was also denied. My son is a UNITED STATES XXXX XXXX VETERAN!!!!!!! I want to know why one XXXX $ test transaction was successfully sent but as soon as we tried to give him more money through different accounts and banks they were all denied. We are just trying to help our son and western union is denying our attempts with no reasonable explanation..
Company Response: Closed with explanation
2019-08-06
Indianapolis, IN
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: I HAVE BEEN SCAMMED BY DOING WESTERN UNIONS TO 2 DIFFRENT PEOPLE ABOUT TIMESHARES. I PAID {$870.00} ON XX/XX/XXXX AND {$900.00} ON XX/XX/XXXX TO XXXX XXXX. I ALSO PAID {$1400.00} ON XX/XX/XXXX AND {$800.00} ON XX/XX/XXXX TO XXXX XXXX. THESE 2 COMPANIES DID NOTHING FOR ME AND I CAN'T CNTACT THEM. THESE PAYMENTS WERE SENT FROM XXXX 'S XXXX XXXX AND XXXX XXXX LOCAYED IN XXXX. I HAVE ALREADY REPORTED THIS TO THE WESTERN UNION RESTITUTION PROGRAM AND THEY RESPONDED. IT WAS NOTHING THEY COULD DO.
Company Response: Closed with explanation
2019-08-05
Jersey City, NJ
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: Hi! I am filing a complaint against Western Union regarding a fraudulent activity that occured on XX/XX/2019 around XXXX XXXX. My online Western Union account was hacked and someone transfered a total of {$3800.00} in two separate transactions of {$1900.00} each. The hacker attempted for a 3rd transaction but due to inadequate balance in my bank account, the transaction canceled. To minimize red flags, the hacker used my friend 's name as the " recipient '' since I had sent her money in the past but they used a " fake address '' which was XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX. Nothing comes up when you XXXX that address.
I found out about the fraud 3 days later when I checked my bank account and found the balance to be close to zero. I called Western Union and they told me that since the transactions have been completed they will not refund me the money, I should file a report with my local police. The report # they provided me is XXXX. I have raised some very important concerns to Western Union for which I haven't yet received a reasonable explanation. They are listed as follows : 1 ) how was the hacker able to put in a fake address in the system? Why didn't the western Union app gave some kind of an error? While he used my friend 's name and phone number the address was entirely wrong including the ZIP code.
2 ) even if the person was able to transfer, how could they pick up the cash in person with a fake address? You need an Id and a " pan card '' ( for tax purposes ) in XXXX to withdraw any amount over {$45000.00} so how was the person able to do that?
3 ) When someone transfers money using a bank account it takes 0-4 days, in the past when I have sent money it has taken 3 days but somehow I qualified for the faster delivery that day and the money was available within minutes. I saw the email later.
4 ) How could they approve the same transaction of {$1900.00} twice? If I had money in my account they would have allowed it to happen the 3rd time too.
Western Union won't reveal the personal information the person who picked up the cash from a Western Union location such as the id that was scanned. They would only give to the law enforcement. While I am going to lodge a complaint with my local police, I am not sure if anything will come out of it so I wanted to try this channel so I can be heard. It was my hard earned money that I lost in a split of a second. I demand refund from Western Union for their negligence.
I really hope someone can look into this.
I am attaching a few screenshots of the emails I received from Western Union that will show you the details.
XXXX ( XXXX ) JXXXX
Company Response: Closed with explanation
2019-08-05
Penn, PA
Other service problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: On XX/XX/2019, I attempted to send an online money transfer to an XXXX in the XXXX XXXX XXXX XXXX, a service that Western Union offers.
First, Western Union 's faulty system claimed my credit card company declined the transaction. I contacted the credit card company and they advised that they approved the transaction.
Second, after using a second card, Western Union claimed they would review the transaction and send me an email.
About XXXX minutes later, Western Union had a third-party non-Western Union call center in XXXX call me and ask me personal identifying questions -- none which I provided online. The XXXX based call center demanded my age, my addresses, etc. Western Union has no control over how this data is kept and the call center did not provide any information as to how the information is stored.
Since I needed to send the transfer, and notwithstanding that Western Union using foreign agents to seek personal identifying information placed me at risk, I cooperated with the XXXX call center.
After providing all the information, the agent stated that his system was malfunctioning and he could not determine if the money transfer went through or not. He stated I may receive an email advising.
I asked for a supervisor and the agent transferred me to another representative. The other representative advised me that he was not a supervisor and would transfer me. At that time, the representative transferred me to XXXX XXXX 's prepaid debit card division 's main customer service number, a separate entity having nothing to do with my XXXX XXXX money transfers.
It is clear that XXXX XXXX 's system is placing consumers at risk of identity fraud. It appears that they are using call centers that they do not own and that are operated in foreign countries with no privacy controls.
XXXX XXXX 's representative admitted that software flaws existed and that their systems could not process the information provided, making it clear that the systems are less than secure.
Company Response: Closed with explanation
2019-08-05
Charlotte, NC
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-04
New Britain, CT
Problem with customer service
Money transfer, virtual currency, or money service: Money order
Complaint: All I needed was a replacement money order. My money was messed up, couldn't read. It's a rent payment. There are 2 money orders. {$500.00} and the other for {$50.00}. I would appreciate your help very very much.i had waited 31 days for refund. They said they never received my copy 's? Then, I e-mailed them copy 's. I will attach my copy 's now. Thank you very much XXXX XXXX XXXX XXXX XXXX XXXX, Ct I'm a senior so I hope I can attach properly.
Company Response: Closed with explanation
2019-08-02
Unexpected or other fees
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-08-01
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-01
Lost or stolen money order
Money transfer, virtual currency, or money service: Money order
Company Response: Closed with explanation
2019-07-31
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-07-31
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-07-29
Clermont, FL
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-07-26
Kawaihae, HI
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: After using Western Union for years, a {$630.00} transaction was stopped. I was not informed even thought my contact information is on file. I was only made aware of an issue when the recipient went to receive the money. When I called Western Union, I was then informed that the transaction was flagged and I would have to contact a different department, via email, to fix the issue. Additionally I would not be able to use Western Union until resolved. Now one business day later still no response. In the last 2 years, I have sent 144 transactions to the same recipients totaling over {$40000.00}. Transactions ranged from {$1000.00} to {$3000.00} a month. These transactions are for mortgage payments, medical needs and financial support. I rely money transferring service to manage these needs.
Company Response: Closed with explanation