WESTERN UNION COMPANY, THE

2016-07-28

Baltimore, MD

Fraud or scam

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Land O' Lakes, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Brooklyn, NY

Other transaction issues

Money transfers: International money transfer

Complaint: I cancel a money transfer made online since XXXX/XXXX/2016 still did receive my refund back and Western Union customer are not try to solve the problem
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-23

Reno, TX

Other transaction issues

Money transfers: International money transfer

Complaint: I used western union to transfer XXXX $ from my bank account in United States to bank account in XXXX on XXXX XXXX, 2016. I received email stating my bank has received the amount on XXXX XXXX, 2016. When i contacted my bank in XXXX they informed me that they have not received any amount. Upon calling western union on XXXX XXXX, 2016 they told me to wait for 3-5 business days for the amount to reflect on my XXXX bank account. After 3-5 days ( XXXX XXXX, 2016 ) when western union was contacted by me to know the status they informed that my bank in XXXX has rejected the transaction and therefore, a refund is being processed for that amount which should reflect in my United states bank account within 3-5 business days. I called western union again today ( XXXX XXXX, 2016 ), I was informed that my transaction was completed and the amount was infact deposited in a bank account in XXXX which did not belong to me. I confirmed the bank account number and IFSC number with western union which was infact correct. I do not know where my money is right now. According to western union supervisor a case has been filed for the refund on XXXX XXXX, 2016, when I requested for a case ID number or any proof, he informed me that we can not provide you with that information. He told me it takes 20 business days for the complained to be processed and another 20 days for the refund to reflect in my account. Right now, I do not know where my XXXX $ are at. Please help me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Naperville, IL

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Broomfield, CO

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Austin, TX

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Shalimar, FL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: In XXXX 2016, I received a letter from my mortgage company, XXXX XXXX, that they would stop using XXXX XXXX for processing of their accounts starting XXXX XXXX 2016. From XXXX to XXXX, XXXX XXXX, continued to withdraw money from my account electronically through ACH. I phoned XXXX on XXXX XXXX with no contact with a representative. On XXXX XXXX, which a representatives " XXXX '' said it was the fault of XXXX XXXX, who is a third party in which XXXX XXXX used. On XXXX XXXX, I phoned XXXX XXXX and canceled my program with them, receiving the confirmation number of XXXX. My bank XXXX started a dispute with XXXX, XXXX, in which XXXX XXXX finished them a copy ( which I do not have nor been given ) of my authorization for withdrawal. On XXXX XXXX, XXXX XXXX withdrew another {$1300.00} from my account through ACH. I phoned XXXX, whose representatives reached XXXX XXXX ( after dialing XXXX nonworking customer service numbers ). We spoke with XXXX, agent # XXXX, who again tried to push it off as an XXXX XXXX problem. XXXX tells me I need to provide proof that payment was actually received on their end through providing several documents and then their accounting division will " research '' the problem. This seems very unlawful as I do not, nor ever have, had a loan with XXXX XXXX and as of XXXX XXXX 2016, my mortgage company ceased to operate with XXXX. Therefore any authorization on my behalf to submit payments to XXXX XXXX would be null and void based on the fact that XXXX does not service loans with XXXX XXXX. XXXX XXXX is not receiving the payments from XXXX XXXX. On XXXX XXXX, I phoned XXXX XXXX to confirm they closed my account with them as requested on XXXX XXXX. I spoke with XXXX who tells me I owe XXXX XXXX over {$2000.00} because they reversed the payments and supervisor XXXX, acknowledged that the company unlawfully accessed my account on XXXX XXXX to recoup the funds. I never gave them verbal or written access to my account. Thus, BOTH companies are conducting themselves in unethical ways by withdrawing money using ACH under different company names and accessing accounts without approval.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Detroit, MI

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Los Angeles, CA

Other service issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-21

Federal Way, WA

Other transaction issues

Money transfers: International money transfer

Complaint: On XXXX XXXX, 2016, I used my Western Union account online to send my wife some money in XXXX. Since this was the XXXX time I sent her money I used to " Resend '' option which had which had the stored information for my wife. I received an email confirming my transaction and I noticed at that time that instead of sending my money to XXXX as I had done the XXXX previous months, Western Union sent it to the USA. I called them immediately and made them aware of the mistake. They apologized, gave me a XXXX % discount for transfer fees on my next transaction and I was told the transaction was cancelled and that within 7-10 business days the money would be back in my account and that I would receive an email shortly confirming the cancelled transaction. When I did n't receive a " Confirmation email '' of the " transaction cancellation '', I called Western Union again. This was XXXX XXXX. Once again, I was told the transaction was cancelled and that an email was sent to me. They told me they would resend it when I told them I had not received it as of yet. I never received the email. In between this time, I called my bank on XXXX XXXX and explained the situation. At that time, Western Union had not taken any money out of my account, and my bank, given the situation, removed the hold and put the money back into my account. On XXXX XXXX, even though I was told my transaction was cancelled, Western Union removed the money from my account. I called them immediately when I received the notification ( XXXX XXXX ). Once again, I was told my transaction was cancelled, and the reason my money was removed was because of a difficulty Western Union was having with a 3rd party vendor. This time I asked to speak to a supervisor. She told me my transaction was cancelled and that they were working on my situation. My call was then cut off, I called back and spoke to another supervisor and this one set up a 3-way conversation with my bank explaining to them the money was taken out in error and that it should be replaced. Unfortunately, this was a Saturday and an " after hours '' person took the call. After speaking with the WU Supervisor, she told me she would submit the information to the bank and that I should follow-up on Monday, XXXX XXXX. When I called the bank, I was told Western Union had to put the money back into my account. I called Western Union again, this is now XXXX XXXX and spoke with another supervisor. She explained the same thing about my account being cancelled, and that she was expediting my complaint and I was to give her 48 hours to work on it. I asked what country ... .XXXX ... .and I asked for her name and contact number. I was to dial the same XXXX number and ask for XXXX at # XXXX. I called to speak with her again today, and they have my phone number in their system and when I 'm asked if I want to speak about the transaction on XXXX XXXX, and I answer yes and ask for customer service, I get another recorded message and they hang up on me. I used my business phone and got through to an automated message that told me the money was " Not available for pickup '' for my transaction. I called back again and asked to speak with " XXXX '' the supervisor I spoke with on the XXXX. This is now XXXX XXXX. Of course, they could not connect me with her, so I spoke with another supervisor who told me he would follow up on my transaction. His name was XXXX # XXXX. Bottom line, they do n't know when my transaction will be processed and my money returned to my account. This seemed to me to be a simple error that could easily be corrected, yet this is what I 'm having to deal.with. I also filed a complaint with the XXXX on XXXX XXXX and they have not responded to that complaint. I 'm being given the " run-around '' and I 'm tired of it. I do n't believe they have any intention of giving me my money back.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

Troy, MI

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

Monrovia, CA

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have enrolled Equity Acceleration Program of Paymap since XXXX 2012. I just found that CFPB has taken action against Paymap and urged Paymap to refund money to consumers. I have not received refunds. Please help, or let me know where should I claim.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-19

ID

Fraud or scam

Money transfers: International money transfer

Complaint: We were victims of a fraudulent/scam. We received a phone call from what we thought was a family member. They advised us they needed money because he was being held at a XXXX, XXXX airport. We sent the money, but it should have been a clue to us when, it was sent to another person 's name which we did not recognize.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-18

Fresno, CA

Fraud or scam

Money transfers: International money transfer

Complaint: Vicitms of Fraud. We received a phone call that a family member was in need of money because he was being held at a XXXX. XXXX airport. We believed we were sending money to a family member, but later found that we had no idea who the other recipients of the money were. It should have been a clue to us that the money was being sent to XXXX separate places and under a different name than our family member. Once the money was sent we spoke to our family in XXXX and they made no phone calls requesting money from us. The phone calls were made fraudulently and I am afraid these subjects are doing this to more than one person.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-18

Boston, MA

Customer service/Customer relations

Other financial service: Money order

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-13

Ogema, MN

Other transaction issues

Money transfers: Domestic (US) money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-13

Charlotte, NC

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-13

Sandy Hook, CT

Managing the loan or lease

Consumer Loan: Vehicle lease

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-12

Burbank, CA

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

Santa Rsa Bch, FL

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-11

San Gabriel, CA

Money was not available when promised

Money transfers: International money transfer

Complaint: I placed a money transfer order with Western Union on XXXX/XXXX/16 for {$1700.00} to help with my parents medical fee overseas. Western Union did not make the transfer and emailed me saying they rejected the transfer of the money and would refund my money in 3 to 5 days. It has been now 11 days and I still do not have my money back. I called them several times and each time they give me a different answer but the money has still not been returned to me and I do not have it.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-09

Key Biscayne, FL

Other transaction issues

Money transfers: International money transfer

Complaint: Western Union refused to pay recipient of funds on multiple occasions. They retained my money for 6 months, and I have not been refunded. On numerous occasions I called or attempted to look up the transaction online. Every time I was informed that they could not find my tracking number ( XXXX ), and after escalating the situation, would be informed that the transaction was " on hold '' or " frozen ''. Each time the representative would inform me that they removed the " hold '' and the funds were available for pick up. And every time my receipient continued to be denied the funds. Last week I requested a refund. The representative agreed to issue a check for the funds as the debit card I used to fund the transaction was set to expire. I was told I would be contacted in 24-48 hours by Western Union to verify my address. I was never contacted. Since then I called Western Union 3 times : 1 ) First time learned that the representation last week had NOT cancelled the transaction, and that it was still on " hold '', but that they would release the transaction so that I could go online and cancel it myself. 2 ) The second call I spoke to a supervisor who said that the transfer was arranged online so they could not refund me. When I explained that my debit card had expired, she said she would connect me with a different department, and the call dropped. 3 ) During the third call a different representative told me that they could not issue a check for the refund as the transfer was originally arranged online. Instead, her supervisor would escalate the issue to their back office, which she referred to as the " trace desk department '' and would contact me within 24-48 hours. 6 months, lots of time wasted, and no resolution about IF and WHEN I will ever be refunded. I have never encountered so many mistakes from a financial institution, especially on such a basic transaction. I would recommend wire transfers to anyone considering western union.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-08

Itasca, IL

Other service issues

Money transfers: Domestic (US) money transfer

Complaint: XXXX XXXX 2016 XXXX hours Multiple individuals attempted to assist me, completely failed and I was too outraged to get any names. Spoke via telephone to XXXX customer service agents, who were worthless and incompetent. Western Union is taking extremely horrendous care of a veteran. WU is using fraudulent advertising & claims. WU DOES NOT help people send money. WU is NOT fast, DEFINITELY NOT reliable and darn sure NOT convenient. I was actually told that I was NOT ALLOWED to file a complaint ticket due to WU XXXX up my transaction. I have documented proof that I submitted the transaction correctly. I will be contacting my state regulators, state legislators, federal regulators and federal legislators. And everyone else I can think of. I have been treated incredibly unprofessionally. This is a huge load XXXX I was on the phone, most of the time on hold, for 45 minutes. If it was truly my fault, then why did at least XXXX people need to get involved and why did it take 45 minutes!
Company Response: Closed with explanation

Disputed: Yes Timely Response