WESTERN UNION COMPANY, THE

2016-08-15

Savannah, GA

Customer service/Customer relations

Other financial service: Money order

Complaint: The post office destroyed my money order, making it undeliverable to pay my bill, and sent me a letter of apology, but will not compensate me for something caused by their negligence. It also made my bill late. I obtained the initial money order at XXXX and was told I would have to add an additional fee to resend the money order. This is unacceptable! I am XXXX and on a very limited income. Please help!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

Other transaction issues

Money transfers: International money transfer

Complaint: I 'm currently serving overseas and I have used Western Union since 2007. I 'm now being subjected to constant stoppage of my transfers by western union and told it 's because I 'm a long time customer. I 'm made to wait on the phone for up to thirty minutes or I 'm disconnected and have to go through the same frustrating procedures over and over again. Why does WU treat their loyal customers that way? especially it 's military customers who are overseas and have to rely on WU to get money promptly to their families? It is very frustrating to have this stoppage every time I try to send money to my family members.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

Other transaction issues

Money transfers: International money transfer

Complaint: I sent a previous complaint on Western Union. I now tried to submit yet another transaction and have been denied again. I now have to call again and go through the same frustrating process that should have been resolved with my previous transaction. this is so frustrating to be overseas and subjected to this kind of services from Western Union. Please publish this and my previous complaint. may it will prevent other military members/veterans from going through this misery.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-15

CA

Money was not available when promised

Money transfers: International money transfer

Complaint: I used western union services and they took the money out of the account and sent me a completed transaction letter. When my dad went to pick up the money they denied the transaction. When following up with WU, they said oh yeah, the transaction did n't go through. This was a transaction completed XX/XX/2016, this is now XX/XX/2016 and I still do not have my money back! This is not the first time I got this problem, initially I thought mistakes happen in the system, now I believe they are making money on denying transactions and keeping money for weeks making interest on the customers! There was no communication from WU telling me sorry and what went wrong, in fact when calling them I got very limited info, saying may be the recepie by reached some limit, but never a definite answer, never giving a direct answer to the declined transaction. Terrible service. The managers had no answer why transaction was cancelled by western union. Telling me to write to the headquarters. This is weeks now and my money is still held by them.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-13

Farmville, VA

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Untimely Response

2016-08-11

Fairburn, GA

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-11

Amity Harbor, NY

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

Palo Alto, CA

Money was not available when promised

Money transfers: International money transfer

Complaint: my money transfer in western union can not be process..kind help so that they can continue the transfer processing..the mtcn was XXXX and sent to XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-10

La Pine, OR

Other service issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-09

Honolulu, HI

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Date : XXXX/XXXX/16 Description : DEBIT CARD DEBIT WESTERN UNION XXXX CO Ref:XXXX Auth:XXXX PurchDate:XXXX ( Directly from Bank Statement ) I spoke with a representative on XXXX/XXXX/2016 and was advised that WU had no way of tracking the transaction. I say stop lying to WU valued customers. The Ref. # and Auth ; Code along with the dates of the transactions should be enough to track any transaction ( it is the only information provided to the banking institutions ). The Ref. # and Auth XXXX Codes are provided to the Banking Institution and recorded to the customers bank account statement. Once a customer confirms and deny making the transaction WU 's tracking process should allow WU to verify the transaction was processed ( based on Ref. # & Auth ; Codes provided by the customers ) and a refund to the customer should be immediately processed. WU should then follow up with an internal investigation of who, when, where and why was the transaction ever processed. I have experienced this very same unauthorized fraudulent transaction before and it need to be immediately corrected. My last experience resulted in several months lost in the use of my funds due to a WU system process error that I am told can only be tracked by a transaction code that was not assigned to these specific type unauthorized fraudulent or suspect transactions. There is a glitch in the WU funds transfer system that due to the method or process of tracking based on a tracking code only. The error correction process delay of up to several months is suspect and open to potential illegal employee thief activities. While the injured customer is neglected the use of their personal funds and has no recourse in acquiring an immediate refund or even be compensated for the delay in the refund process. WU has a glitch and or a crook functioning in its funds transfer system that needs to corrected and future customers are immediately refunded and compensation to the customer for the delays ( use of funds ) in the refund process wo n't eventually become necessary.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-09

East Rockaway, NY

Other transaction issues

Money transfers: International money transfer

Complaint: On XXXX XXXX, 2016 I sent money to my fiancee in XXXX. On that day I paid using my XXXX XXXX XXXX debit card. The western Union tracking number is XXXX. The entire of {$320.00} was immediately debited from my account. About two weeks thereafter, Western Union debited the same exact amount from my XXXX account on XXXX XXXX, 2016. I discovered the unlawful debit from my account on XXXX XXXX, 2016. I immediately called Western Union and was advised that the money would be returned to me immediately. Since that time I have placed at lease three calls to Western Union and have not received my money. So effectively Western Union stole my money and while they continue to acknowledge the theft they can choose to return it when they feel like it. Today is XXXX XXXX, 2016 and I still do not have my money. They can not tell me when I will receive it. They should be punished they have offered me a free transfer for the next service. I have no confidence in them. I gave them over a week to take care of this problem yet it remains unresolved. I would like Westernh Union to be punished for this crime.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-06

WA

Other transaction issues

Money transfers: International money transfer

Complaint: In XXXX 2016 I sent money by Western Union to a XXXX XXXX XXXX in XXXX. I do this often as I manage a small XXXX retreat center in Washington state. I made a mistake when I first sent the money by sending it to XXXX, forgetting that he was now in XXXX. I resent the money to XXXX. No problems. However, I called Western Union to see if I would be eligible for a refund of the money I sent to XXXX. It was never picked up due to the XXXX being in XXXX. I was told 'Absolutely! You will get a refund. Just do this ... .. ' Well, that was XX/XX/XXXX. I have been dealing with WU all these months being told each time I called 'just do this .... ' The last 'just do this ' was to send notarized statements of where I lived, my ID and I even included bank info. I was given the usual story ... .you 'll get a check in 1-2 weeks. I never received anything and they can not prove that they sent anything. The last 2 times I called I spoke to supervisors who essentially gave me the run-around. The last one even said 'yes we have all your information including the notarized documents. Just send us more notarized .... ' I cut him off and said I would not do that, that they had everything they needed for the refund. He actually laughed!! I have documented all of my conversations from XX/XX/XXXX through XX/XX/XXXX. Obviously they have no intention of refunding the money. Of course I would like to get my refund but more than that, I would like to see this behavior stopped. What happens to people who are not English speakers or who have trouble with complex directions or both? They are easy prey. Thank you for any help you can give.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Golden Acres, TX

Other service issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-03

Brooklyn, NY

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-03

N Chesterfld, VA

Fraud or scam

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Denver, CO

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Brooklyn, NY

Other transaction issues

Money transfers: International money transfer

Complaint: I have recently made a transaction on XXXX XXXX. The receiver in XXXX informed me she has not received the money yet. I contacted western union and they told me that the transaction was declined and the refund will be made within 7 business days. After 7 business days i called for the follow-up, they told me there was an issue to the refund, and asked me to wait 7 more business days. After a third 7 business days, i called them again and the agent asked me to wait another 7 business days. They told me the same thing for the fouth call. Today, i call them for the fifth time, and they still ask me to wait 3-5 business days.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

Knickerbocker, NY

Other service issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-02

SC

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: XXXX XXXX has made and error and now XXXX is missing and ca n't be accounted for .. have been working with them XXXX but now they will not return my calls ..
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-01

Atlanta, GA

Unexpected/Other fees

Other financial service: Money order

Complaint: I purchased a WU Money Order for {$75.00} to make a payment to my at a XXXX gas station ) located on XXXX XXXX XXXX XXXX XXXX, XXXX GA ) to make a payment to XXXX Apartments in GA. The money order was returned by their banking institution and a return fee of {$75.00}. Now I am out {$150.00} as I had to pay this to XXXX Apartments ( GA ).
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

OK

Other service issues

Money transfers: International money transfer

Complaint: I made a transaction using western unioun, about 7hrs later, I seen where the declined the transaction and they never gave me reason why.The took $ XXXX plus {$11.00} for the fee off my card.they said it would be put back on in 7 days.XX/XX/XXXX is when i sent they western union or tried to .It is now XXXX XXXX and i still havent got my money, and i have called, i have sent bank statements showing where they took my money.I am getting know where with them, The way i see it they took money off my card in 3 seconds, it shouldnt take 30 days, I really need that money at the time.They just wont work with me or tell me the truth they just give me the run a round.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-31

Clermont, FL

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: Within the last two years I have used Western Union to wired thousands to my sons living out of state and instantly paid the corresponding fees. On XXXX XXXX, 2016 I wired money plus processing fees through the WU online system. This money was not need by the receiver so I requested a refund on XXXX XXXX but each day WU 's customer service representatives and supervisors refuse to provide that refund. They 've even gone as claiming that XXXX Bank refused to process their refund. This statement is absolutely dishonest as verified by my bank, which confirmed no attempt to refund this money was ever made. Later, I was told a new MTCN number would be provided to me and I can pick-up the refund at a WU location. Each day I am told a new MTCN tracking number would be given and each day I receive the same talking-points stating the tracking number will be available tomorrow. Due to change in my financial status, I am now on XXXX and withholding these funds has added to existing financial hardship for me. The public trust Western Union and it 's a sad commentary to know a global organization has such little regard for its customers and business ethics.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

N Falls, NY

Money was not available when promised

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-28

OK

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: I did money transfer to a bank account using Western Union on XXXX/XXXX/2016. The money was never received by the receiver. After that I called more then 15 times to Western Union to request the refund on this transaction. Every time I was assured that they have submitted a request for the refund and I should hear back in 24-48 hours. They never called me back and every time I call they keep telling me that someone will call me back within 24-48 hours and no one calls back. On XXXX/XXXX/2016 I spoke to a manager name XXXX ( operator id # XXXX ) and she assured me that she will call back in 24 hours which she never did. I would like to receive the fund back via check mailed back to my home address.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-07-28

Oxford, GA

Incorrect/missing disclosures or info

Money transfers: Domestic (US) money transfer

Complaint: I sent money transfer around XXXX XXXX. I always send Money transfer without Id. I have doing it for years for family members. I also have received money transfers. Agent states as long as its {$100.00} or less, you can send without ID. There is no change in sending funds regarding Id, unless funds go over a certain amount. Receiver was unable to pick up money transfer, and was told by agent it is being HELD. The receiver was asked for ID. Receiver does not have Id. We requested to have Money Transfer name change so money transfer funds can be picked up. Numerous calls were made, along with emails, and faxes to change info without success. I sent another money transfer in person that has id, due to the long time it was taking to have info changed. The XXXX transfer was sent XX/XX/XXXX. two - three weeks later. The original transfer funds are not being released back to me, ( sender ). Western Union requested to have a letter of explanation. I have sent that also. I continue to call, Western Union reps state the same info each time did you send Id. I explain I have already sent another transfer. This transaction needs to be cancelled. Western Union is now requesting additional info. I am requesting money transfer to be cancelled and refunded. it has been over 45 days that original transaction was done, it will soon be 60 days.
Company Response: Closed with explanation

Disputed: No Timely Response