WESTERN UNION COMPANY, THE

2016-08-31

South Florida, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Several years ago, we opted into the XXXX program. A check was issued on XXXX XXXX, 2016 in my late husband 's name. Upon receipt of said check, I contacted XXXX XXXX. Per their instructions, I submitted proof ( Death Certificate ), of my husband 's demise. I was told that a check would be issued in my name in about 14 days. As of this writing, I have not received the check. Calls and email to them have been to no avail.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-30

Biddeford, ME

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-29

Centerville, NC

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-27

Nyc, NY

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I sent a WESTERN UNION transfer to a SR. ATTONEY and he said he did n't get it and WESTERN UNION said it was paid correctly and I just received the letter from them stating it. and if you want me to FAX a copy I WILL.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-26

Stone Mountain, GA

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-26

Las Vegas, NV

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: On XXXX XXXX, I purchased a money order from Western Union to submit to my cable company. The Cable people never received it. I contacted WU and was advised that I had to purchase for {$15.00} a copy of the cancelled money order. When I originally contacted WU in the latter part of XXXX I was told that after I received the cancelled money I would have to contact their office to provide a recorded affidavit attesting that I did not cash the money order. They told me this process would take around 30 days. The time has expired and I do not have my cancelled money and I was told, that after the phone call that I still have to make, the process will now take about 120 days or so. I was also told that even after their investigation, I still may not be refunded.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-25

Franktown, CO

Fraud or scam

Money transfers: International money transfer

Complaint: On XXXX XXXX, 2016, I sent via Western Union an amount of {$600.00} XXXX to my stepson, XXXX XXXX XXXX in XXXX XXXX, XXXX, at approximately XXXX. The corresponding Western Union receipt number is XXXX XXXX. I have the original transmission receipt, along with copies, in my possession. At approximately XXXX XXXX I received at text alert that the funds had been picked up by XXXX. At XXXX via telephone conversation with XXXX, I learned that the XXXX do XXXX was unable to complete the Western Union interface, and was instructed to return the next day. He was also informed that the bank did show the funds arrived in the bank, but again were not available. At no time did XXXX sign or acknowledge in any way an receipt of funds. There is no existing receipt of funds that would justify the transmission of the " funds picked up '' message. I immediately called Western Union, and was informed that they would " look into it '' The following day, XXXX XXXX, XXXX returned to XXXX do XXXX, and was again informed that the bank could not complete the Western Union XXXX, but that the funds still showed to be in the bank, and to return again the following day. I again called Western Union, and was informed that they were " investigating '', and was given a case number for the event of # XXXX. I was advised at that time that any investigation would be concluded to a resolution within 20 days. On the third day, XXXX again returned to the XXXX do XXXX but was informed that the funds no longer appeared to be on hand at the bank, implying that either the Bank had returned the money, or that Western Union had successfully retrieved the funds. During the subsequent I spent numerous phone calls in an attempt to get information and refund my money. All calls were met with delaying tactics and the same " 20 day '' claim due to investigation. On XXXX XXXX, 2016, at XXXX XXXX, I called Western Union, and referring to the 20 day suspense, I inquired as to why I had heard nothing. I was in contact with agent XXXX ( ID XXXX ), who wholeheartedly promised me that if I would call back in 48 hours, the matter would be resolved and I would receive a refund. On XXXX XXXX, 2016, at XXXX XXXX I called again and spoke with XXXX ( ID # XXXX ), concerning the commitment made by XXXX. He informed me that it was still an ongoing investigation. Only after I told him that I would be pursuing other legal means to collect the funds, he wholeheartedly promised me that if I would call back in XXXX hours, the matter would be resolved and I would receive a voucher number to collect the funds in question. I called back yet again on XXXX XXXX 2016 ( XXXX hours later ) at approximately XXXX XXXX, and spoke with a supervisor who would divulge neither her name nor ID number. She informed me that neither employee had the right to make such claims, and the investigation would now take up to or past 90 days. Meanwhile, I have received, and have the original letter, from the XXXX XXXX XXXX ( XXXX XXXX XXXX, stating clearly that the transmitted funds were returned within the first days after the the transaction, to Western Union. It is obvious that Western Union is guilty of, at a minimum, Fraud under any definition available pursuant to fraudulent crimes. Moreover, they are more likely guilty of felony theft, in that they have denied myself and my family access to the correctly submitted funds I attempted to transfer. This has caused undue hardship not only on my family, who were expecting pay family accounts with the funds, but also on myself and my wife, who have traveled to XXXX in attempts to rectify the situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-24

Nyc, NY

Other transaction issues

Money transfers: International money transfer

Complaint: I have used Western Union multiple times in the past to send money to my fiancee in XXXX for purposes of my wedding. The last time I did this, they put the transfer on hold and asked for a lot of personal information - including my passport, ID, father 's middle name, purpose of the transfer, recipient 's information. This was honestly all more than I wanted to give for a simple money transfer. However, as I wanted it to go through, I sent this information to them. That transfer went through eventually. About a month later, I tried a money transfer again - this time they informed me that the transfer was cancelled for an unexplained " business decision '' and that it would take me 7 business days to get a refund of my money. This is terrible service - randomly cancelling money transfers without any explanation and then taking up to 7 business days to refund the money back. If they are to stop and refund in this manner, I would expect the refund to take at most 1 business day, not 7. The transfer has already been paid so I am waiting for the refund before I can try another service to send money. I will never be using Western Union again.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-23

NM

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: XXXX/XXXX/16 I received a western union transfer from XXXX XXXX NV and tried to transfer the cash to the XXXX prepaid card I had for this type of transaction. I received a notification that the money had been credited to the card but XXXX seconds later western union voided it off the card. I have spent the last 3 weeks trying to get someone from either company to help me. Both companies blame the other. XXXX says they received the money but western union voided it and western union says they sent the money to the card. But I have still no access to it. I have all copies of transaction and even the Representatives from each company claim they can see the issue on the computer system but have to escalate the issue to a higher department each time promising me a call back with in 24-48 hours and I call back 3 days later only to have to start all over and nothing has been escalated at all. I have spent hours calling each corporation and being transferred and told at the end they ca n't help me until it is sent to a mysterious department that I can not speak to directly. The way they have the system set up both companies have to be on a conference call both looking at there seperate screens to see that the money is lost in cyperland. So to be clear I was wired XXXX to western union and when I tried to transfer the money to my wunetspend card it was credited and than voided within XXXX seconds by western union. And since it sells itself as one company it is really 2 companies with different systems and service reps and instead of getting to the bottom of the problem I have been told ot was the other companies fault not theres and I need to contact the other company. But when I do get someone to conference call the other company I am told that they can see i have not received the funds because of some glitch in the system but still can not resolve the issue without contacting another department that I can not talk to nor when I call back that it has been sent to it.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-23

NY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I wanted to transfer money to my parents for their medical needs in XXXX and saw an ad. about WU Pay so, I downloaded the WU Pay ( Western Union ) in my XXXX. Then made a call to Western Union to understand the process. I was told to add WU Pay as payee in my bank checking account and paid the money I wanted to transfer into the WU Pay. So, I paid {$620.00} from my XXXX XXXX XXXX checking account to WU Pay and WU Pay received {$620.00} from checking account on XXXX/XXXX/2016. After making several calls and emails ; I was notified by Western Union/WU Pay dispute escalation team that they can not find my {$620.00}. I have provided them with cancelled check for {$620.00}, XXXX and XXXX bank statements to prove that they have my {$620.00} but Western Union/WU Pay is unable to locate my money.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-23

Carpentersville, IL

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-22

Roselle, NJ

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-22

College Point, NY

Wrong amount charged or received

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-22

Boston, MA

Wrong amount charged or received

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-20

Katonah, NY

Money was not available when promised

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-19

Queens, NY

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: ON XX/XX/2016 AT AROUND XXXX, I CREATED A TRANSACTION TO SEND MONEY TO SOMEONE USING MY CREDIT/DEBIT CARD. AFTER I CONTACTED WESTERN UNION AROUND XXXX TO FIND OUT THE STATUS, I WAS TOLD THAT THE FUNDS WAS PUT ON HOLD BECAUSE THERE WAS A PERSON WITH A SIMILIAR NAME THAT WAS ON SOME SORT OF SANCTION LIST. THEREFORE THEY REQUESTED THAT I FORWARD A COPY OF MY PHOTO IDENTIFICATION TO WHICH I EMAILED IMMEDIATELY. HOWEVER, MY PHOTO ID EXPIRED AND I HAVE NOT YET RECEIVED MY NEW UPDATED ID FROM THE NY DMV. I EXPLAINED THIS TO WESTERN UNION AND AFTER NUMEROUS CONVERSATIONS WITH MULTIPLE REPRESENTATIVES, I JUST ELECTED TO CANCEL THE TRANSACTION IN ITS ENTIRETY. HOWEVER, I AM NOW TOLD THAT I HAVE TO SUBMIT A VALID PHOTO ID TO RECEIVE MY MONEY BACK. HOWEVER, WESTERN UNION WITHDREW MY FUNDS FROM MY ACCOUNT WIHTOUT A VALID PHOTO ID THEREFORE THEY SHOULD RETURN MY FUNDS WITHOUT IT. FURTHERMORE, ALL OF THE REPRESENTATIVES AND SUPERVISORS THAT I SPOKE TO WERE EXTREMELY RUDE AND COMMUNICATED INFORMATION WITH ME THAT WAS INCORRECT AND MISLEADING. PARTICULARY I SPOKE WITH A SUPERVISOR ( XXXX ) AT ( XXXX ) XXXX ID # XXXX WHO TOLD ME THAT WESTERN UNION DID NOT NEED AN UPDATED PHOTO ID TO REFUND ME MY MONEY AND THAT HE WOULD PUT IN THE REQUEST AT A HIGHER LEVEL AND GET BACK TO ME ( TO WHICH HE HAS NOT ). THEN I CALLED THEIR OFFICE BACK AROUND XXXX TO FIND OUT THE STATUS AND EACH RESPRESENTATIVE AND SUPERVISOR TOLD ME THAT I NEED TO SUBMIT A VALID PHOTO ID.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

Fraud or scam

Money transfers: International money transfer

Complaint: My wife, XXXX XXXX on XXXX XXXX 2016 at XXXX XXXX sent a Western Union transfer XXXX XXXX from your Western Union agent near us at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX, XXXX XXXX, XXXX. I have the customer receipt and the Western Union USA response by XXXX XXXX XXXX XXXX 2016 where you state that this money was paid to the named recipient XXXX XXXX on XXXX XXXX 2016 in XXXX. The only problem is that our friend did not receive this money but was told that the money had already been received in XXXX and then she went to WU in XXXX. She was again told that this money was distributed and that she needed to contact WU USA which we have done via XXXX XXXX XXXX agency taking 3 weeks for a response. We asked WU the following, " Please advise what WU - USA / WU-XXXX are going to do about this? You have lots of small details on this document about our responsibility and a lot of information on protecting yourself from fraud on your westernunion.com website but this money transfer was given to someone else and not our friend and recipient XXXX - We asked them the following questions : 1. Where was the money given? What WU branch/bank etc? 2. What ID was used to show that this person was indeed XXXX XXXX? ( Even if the person who picked up this bank transfer had all of the info, they would have needed to have an appropriate ID identifying as the above person. 3. What is WU going to do? ( There is a young man who is unable to pay school fees and thus not able to go to high school until this is sorted out. He has XXXX terms left to graduate. 4. Are there security cameras in your WU agencies in XXXX like the XXXX in XXXX. It seems like it would be very easy to track down date and time to see who was the fraudulent recipient of these funds? " We were told by WU that the case was close because the money had been received. If we wanted to reopen the case, this could only be done by the Police XXXX or the Police XXXX. We have visited the police in XXXX 3 times and our friend has visited 3 times to the police to XXXX. We have been asked numerous times by WU to do their job for them and we have gotten very little assistance from them like we would quit asking where is our money that was supposed to go to our friend 's son education?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

Stafford, VA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-18

Webster, NY

Other service issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Dallas, TX

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have been paying a third party to submit my mortgage payments to pay off the loan faster and save me interest. XXXX XXXX through Western Union is charging a fee of {$2.00} per payment and probably another joining fee, unbeknownst to me. I want to quit being fleeced by XXXX XXXX and get my money back. They are not entitled to any money they have collected from me in over 16 years. This is fraud!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Chester, NY

Incorrect/missing disclosures or info

Money transfers: International money transfer

Complaint: Western union failed to say that if i use a credit card to process my transaction it will cost me money from my Credit card as a cash advance
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-17

Walden, CO

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-16

San Antonio, TX

Incorrect/missing disclosures or info

Money transfers: International money transfer

Complaint: On XXXX XXXX, I received a request for funds from a relative in XXXX who needed it for an emergency on the following day. I had not sent money to this relative in many years, so I had to fill out a form with Western Union to be able to send the money. When my relative tried to cash the money transfer, he was denied the funds, but not given a reason why. When I got involved, a representative told me that either he submitted an official ID through e-mail to western union ( XXXXXXXXXXXX ), fax it, OR we had to send a letter of explanation to Western Union with a picture of my signature. There were problems with both options : my relatives in XXXX do not have the technology or the know how to e-mail the picture ID, and the letter of explanation had to be accompanied with many details I do not know about my relative, and that I know well he would n't be willing to give me. These were facts such as date and place of birth, occupation, address, etc. I must mention here that while I have a moral obligation to assist this relative, our relationship is not the best. So I decided to cancel the money transfer, with the intention to re-send it to another mutual relative who is in my Western Union profile and receives money transfers without any difficulty. She could in turn deliver the funds to the original intended recipient. This is the part with which I have a problem : Western Union stated that that was n't an option at all. How is that possible? Either my estranged relative submitted an ID, which I was not even sure he had, and he stated that it would be too difficult for him, or I submitted the letter of explanation. Else, according to Western Union, they would keep the funds for a year and then submit it to the Treasury Department. This defied any sense of logic. It was my money and I simply wanted to cancel the transaction. I called back to seek an explanation ( was it a regulatory requirement or simply an internal policy? What gave them the power to simply keep my money? ) I was NOT given a reasonable explanation. Their explanation was basically " that is the process. ''
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-16

Aurora, IL

Fraud or scam

Money transfers: International money transfer

Complaint: Trying to purchase a radio from a person on XXXX and my contact is know not answering her text messages after receiving monies.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

Thomaston, GA

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response