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 64
2016-02-05
Hamburg, MN
Other service issues
Money transfers: International money transfer
Complaint: I am writing because of what I perceive to be a blatantly dishonest practice on the part of Western Union and because I have tried many, many times to contact the company through every means of communication they offer and have been unable to reach anyone who can or will help with a resolution or even take the time to answer XXXX simple question. Here is the problem. When you transfer money with Western Union they offer XXXX main methods of payment, XXXX of which are transferring directly from a bank account and transferring from a credit or debit card. Every single time I transfer money with them and select to use my bank account, the less expensive option, I always get a message stating the transaction could not be completed using the selected payment method and directing me to choose another payment method. Yet as soon as I switch to using my bank debit card, from the same bank and connected to the same bank account, and also the more expensive option, the transaction goes through just fine immediately every single time. The difference in fees between these XXXX payment methods is substantial, many times the fee is literally double to use the debit card option!
I have discussed this with my bank and they have assured m they are not blocking or restricting the transaction in any way whatsoever, and that it is not a fault in their system, so the problem definitely is on Western Union 's end of the transaction. When I call their " customer service '' agents on the phone I am told by them that for " security reasons '' they are not given access to the information that would enable them to tell me why this problem continuously occurs, they are not able to give me any further information and they can not give me a solution other than to tell me to try again later. I have emailed Western Union several times through the main email address for customer service on their website and through an additional email given for their customer service advocate department and no one will respond or get back to me to help me resolve this issue. All of these things cause me to feel like these practices are intentional on Western Union 's part and that I and other people who are undoubtedly having the same problem with Western Union are being cheated by this company to force us to pay the higher, often double fees. I am a patient and courteous man but I have tried every XXXX available to resolve this directly with Western Union and they simply will not respond and help me or even take the simple common courteousy to offer me any explanation whatsoever!
Therefore it is finally in frustration that I turn to the Consumer Financial Protection Bureau for help in this matter because I am really concerned that Western Union has a dirty, dishonest practice that is cheating me and a lot of other people out of a lot of extra money! Please take the time look into this matter and do kindly reply and let me know how the bureau may be able to help us bring a resolution to this matter.
Sincerely XXXX XXXX
Company Response: Closed with explanation
2016-02-05
Library, PA
Fraud or scam
Money transfers: International money transfer
Complaint: I completed a wire transfer with Western Union on-line XXXX XXXX, 2016 at XXXX XXXX EST. I followed the format and completed the requested information. The payment method was to be taken from my checking account and the delivery method was to a BANK with a specific account and FID numbers ( CPF ). In the section of receiver, the beneficary states the executives at the BANK are informing him they never received the money ; therefore, he never received the money. Western Union 's consumer complaint department ( XXXX ) was contacted on XXXX XXXX at XXXX XXXX and I spoke with a female ( XXXX ) who stated the money was sent to a Western Union site not a BANK. She said she will identify this case problem as a non-payment claim. When I requested a case number, she told me there was no case number so if referring to it use my Western Union tracking number. She said it would take 14 - 20 days to complete this investigation. I called back ( XXXX ) on XXXX XXXX, 2016 at XXXX XXXX and spoke with a female ( XXXX ) who requested my case number on this problem. I explained I was told to refer to my tracking number. She stated I needed a case number and provided me with one. She also explained the investigation process does not take 14 - 20 days but rather ( 90 ) days. Then, she explained that it was my responsibility to report this fraud case to my local authorities and to use this case number because Western Union was unable to research the identification of the beneficiary. Furthermore, she also confirmed the money was emphatically sent to a Western Union site not a BANK. I requested a complete transaction of all the information I entered on-line when completing this wire transfer with Western Union and also a receipt of the completed delivery of money noting the BANK as the location of payment delivery. She told me the transactions would have all of that information ; however, the information was not at all complete. The delivery receipt does not even include the location. I asked her to note my complaint about the incomplete service I received from XXXX on XXXX XXXX, 2016 and I requested to speak to her supervisor, who was XXXX. He only acknowledged my complaint. Then, I called ( XXXX ) Western Union 's fraud complaint department on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX who requested my case number. When I gave it to her, she explained that was just an internal Western Union file number so she would create a fraud file case number and proceeded to give it to me. She explained I should use this case number when working with the local police department. She stated emphatically that the money was received at the BANK not a Western Union location. When I questioned why I was told the opposite, she said they made a mistake. I requested a receipt of the completed delivery of money noting the BANK as the location of payment and she said she would send it. What I received was not what I requested and she agreed to send me. She sent me exactly the same information as the other representative. It does n't state the BANK as the location of payment delivery. I called ( XXXX ) again on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX. She ordered another receipt of payment. I called ( XXXX ) Western Union 's fraud complaint department on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX who requested my case number. He was able to reference my information but also emphatically stated the BANK received the money versus a Western Union location. When I told him about the receipt that I received not stating anything, he said he can see clearly that the money was delivered and accepted by the BANK and not a Western Union location. The end result here is my beneficiary does not have the money and I am not making any progress but rather going around in circles with Western Union.
Company Response: Closed with explanation
2016-02-03
Burbank, CA
Wrong amount charged or received
Money transfers: International money transfer
Company Response: Closed with explanation
2016-02-03
Villa Verde, PR
Billing disputes
Credit card:
Company Response: Closed with explanation
2016-02-02
Lacey, WA
Account opening, closing, or management
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-02-02
San Jose, CA
Money was not available when promised
Money transfers: International money transfer
Company Response: Closed with explanation
2016-02-01
Wallington, NJ
Incorrect/missing disclosures or info
Money transfers: International money transfer
Company Response: Closed with explanation
2016-02-01
FL
Other transaction issues
Money transfers: International money transfer
Complaint: I needed to send XXXX XXXX, XXXX currency, to my sister-in-law in XXXX XXXX to pay for her XXXX kids school. On XXXX XXXX, I submitted a request to Western Union on their web site to use their WU Pay service. The WU Pay service acts like a regular bill for your online banking and you pay through your bank 's normal online bill pay. Is this case my bank is XXXX XXXX.
On XXXX XXXX, I received the transaction bill of {$500.00} at an exchange rate of XXXX USD = XXXX XXXX. Plus I would pay {$5.00} for the service. So a total of {$500.00} and my sister-in-law would receive XXXX XXXX. She needed this money by Saturday. I have used this service three or four times in the past. The first two times there were problems with the recipient 's name appearing properly but the last time there were no problems.
I submitted my payment through my online banking to pay on XXXX XXXX. On XX/XX/XXXX, my money was withdrawn. Western Union emailed me on XX/XX/XXXX claiming that the money had not been received. So I contacted my bank 's customer service and they said sometimes it takes twenty-four hours to be released. So I called Western Union again on Saturday XX/XX/XXXX, they claimed again the money was not received. I called my bank again and the customer service representative said I would need to speak directly with the Automatic Clearing House ( ACH ) department which processes these transactions but they are closed on the weekends.
On Monday XX/XX/XXXX, I called XXXX 's ACH department. They confirmed the payment had been made on XXXX XXXX and gave me the original trace id of the transaction ( XXXX ). The representative also gave me Western Union 's bank, XXXX XXXX XXXX, and their ACH department number and said I could call them and confirm it was received and placed in the correct account. I contacted XXXX XXXX XXXX and they did indeed confirm that the money was received on XX/XX/XXXX and deposited into Western Union 's account ( XXXX ) along with my account number XXXX.
Still on XX/XX/XXXX, now that I felt I had proof that they had received the money, I called Western Union again. Unfortunately, I did not get this representative 's name. She tried to claim yet again the money was n't received. I insisted it had been and gave her the original trace id for the ACH transaction. She said she would ask her supervisor to resolve the problem. I also submitted a complaint to their complaint dept at XXXXXXXXXXXX.
I called on XX/XX/XXXX to check the status. This representative tried to claim yet again that they had not received the money. When I insisted that I had proof it was received he put me on hold to check the account and he came back and said it had been confirmed that the money arrived and my receipt should be able to withdrawn today or tomorrow.
I told my sister-in-law she could withdraw the money. Because of her work schedule, she did n't have an opportunity to do this until the morning of Friday XXXX XXXX. When she tried to get the money she was told it still had n't been sent.
So still XX/XX/XXXX., I called Western Union and spoke to XXXX employee id XXXX. He tried to again say the money was n't received. I kept insisting and finally asked for his supervisor, XXXX employee id XXXX. XXXX said I needed to submit the original trace number to the bank transfer department and he gave me the following email address : XXXXXXXXXXXX. I emailed that department and also the customer advocate department again since I had n't had a response from them.
Currently it is XXXX XXXX and I received a response finally from the complaint department saying my payment of {$220.00} was received. Since the company has been almost totally unresponsive to my attempts to fix this problem I am submitting this complaint.
Company Response: Closed with monetary relief
2016-01-30
NY
Fraud or scam
Money transfers: Domestic (US) money transfer
Complaint: In XXXX 2015, I transferred money to my son via Western Union. Today my son told me that he received a debit card in the mail! I have a problem with this. Obviously, my son was in need of money at the time, and I believe Western Union is using the transfer of money as an opportunity to scam, defraud or otherwise take advantage of the disadvantaged by mailing debit cards to those recipients ( with name and account number imprinted on it ).
I am hoping the Federal agencies will step in to require Western Union to discontinue mailing solicitations to my son ( who is considered a " XXXX person '' under the XXXX and other landmark legislation ) and others who are similarly situated in the form of debit cards to incur a debt that he/they can not possibly repay!
Since then, I have also been inundated with emails from Western Union and others. If I recall, there was an option to unsubscribe to updates and further communications. Yet, I receive spam from Western Union.
Company Response: Closed with explanation
2016-01-29
Lancaster, PA
Other transaction issues
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-28
Hon, HI
Other transaction issues
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-27
Chestnut, NJ
Fraud or scam
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-26
Morris, IL
Other transaction issues
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-25
Turners Sta, KY
Fraud or scam
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-25
Lewisville, TX
Incorrect/missing disclosures or info
Money transfers: International money transfer
Complaint: I have an account with Western Union. I make a transfer every month using their service. I am pretty satisfied with their service. However, something happened this last transaction that bothered me and I feel compelled to submit this complain.
This is a transfer I make on a monthly basis to XXXX, where I have a business. The money sent is used to make payroll for the local employees. I requested an online transfer on XXXX XXXX, 2016. WU website informed me that the transfer was recorded and on XXXX XXXX they withdrew the money from my bank account in USA. Generally within three days the money is transferred. However this time there was no money transferred and so I contacted WU and an agent told me that everything was fine and that the money will be available on XXXX XXXX in my account.
I realize there are regulatory compliances to fulfull while transferring money overseas, and accepted their delay as normal.
Generally Western Union would immediately send me an email confirming the request I have made. Most of the time, it would mention that the transfer is on hold pending investigation. Since I have registered with Western Union and have provided them the reason for the transfers ( which is for expenses in the business ) they advised me to wait a few hours and they would release the funds after the investigation is completed. I would generally receive a confirmation of fund transfer about two hours after I make the transfer. This time though, they did not send me any email and when I contacted them a few days later, told me that everything was okay and that the money will be available on the XXXX in my bank in XXXX.
On the morning of XXXX XXXX I received an email from that saying that I need to contact them regarding the transfer. After I contacted them, they failed to give me any reason why they did not contact me earlier, or did not tell me that there was a hold on my transfer the week before.
I would like to get an answer from Western Union why they are refusing to give me an explanation.
Company Response: Closed with explanation
2016-01-25
Bettendorf, IA
Fraud or scam
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-21
Rockwell, NC
Other transaction issues
Money transfers: Domestic (US) money transfer
Company Response: Closed with explanation
2016-01-20
Jacksonville, NC
Customer service/Customer relations
Other financial service: Money order
Company Response: Closed with explanation
2016-01-20
Brooklyn, NY
Other transaction issues
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-19
Baltimore, MD
Money was not available when promised
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-19
Other transaction issues
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-19
Houston, TX
Fraud or scam
Money transfers: International money transfer
Company Response: Closed with explanation
2016-01-16
San Jacinto, CA
Other transaction issues
Money transfers: International money transfer
Complaint: I was a victim of online fraud and i sent money thru western union and i called them to tell them a few minutes after i sent money thru them to stop the payment and the man on the phone from western union told me no and hung up on me and then i called back a few minutes later and finally talk to a guy and told him what happened and about me getting scammed and they filed a fraud report and i told them to refund my money and i reported everything to fbi and gave western union the report number and when i called my local police department i spoke one officer and he told me it was out of his juridicetion and to call the other police department and they said that the western union place had to call them and western union dont want to and is all i want to do is get my {$170.00} dollars back from western union like i tried to before it was cashed but the guy hung up on me and after him telling me no so i hope you people get my money back for me
Company Response: Closed with explanation
2016-01-15
Buford, GA
Money was not available when promised
Money transfers: Domestic (US) money transfer
Company Response: Closed with explanation
2016-01-15
La Tuna Canyon, CA
Other service issues
Money transfers: International money transfer
Company Response: Closed with explanation