ComplaintsforThe Western Union Company

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Western Union money order 04.APR.2024 for $35 and mailed to a creditor. It was lost in the mail and the creditor charge me a late fee. I submitted a refund request in early May 2024 online at Western Union's website. I waited over a month and did not receive it. I submitted another request online, still nothing. So, I submitted a refund request via **** with the money order receipt and a copy of the purchase receipt in late July 2024. I also file a complaint with the BBB. I received an email reply from Western Union's Executive **************** on 31.JUL.2024 stating that I would receive the refund within (7) to (14) days and that they would waive the $15 refund fee. It has now been over (30) days and still nothing. I have been now trying to get my refund for over (4) months now. ??????

  Business response

  09/05/2024

  Reference number: *********
   
  Hi Laschuanda,
  
  We have reached a resolution to your complaint and would like to share it with you next:
  
  To help make things right and thank you for using Western Union, weve sent ***** your way on 9/5/2024. To pick up your funds, please visit any of the below suggested Western Union agent locations in ******** with the tracking number (MTCN) ************ and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.
  
  Sender: Western Union Customer Service
  Receiver: LASCHUANDA ******
  
  List of Western Union Agent Locations to collect your refund:
  
  ****** & ******* PHARMACY
  ************************************************************************
  Phone # **********
  
  WALGREENS #****
  ***************************************************
  Phone # **********
  
  WALGREENS #*****
  *************************************************************************************
  Phone # **********
  
  MEIJER #***
  *********************************************************************************************
  Phone # *************
  
  WALGREENS #****
  *********************************************************************************
  Phone # **********
  
  WALGREENS #****
  ********************************************************************************************************
  Phone # **********
  
  If you have any questions or concerns,please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely,
  
  **************
  Executive Resolutions Team
  

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  " I will go to Meijers to pick the refund up in about one hour"
  
  Sincerely,
  
  Laschuanda ******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Western Union due to an unresolved issue with a damaged money order. On August 2, 2024, I received three money orders from *********************, also known as *********************. When I attempted to cash one of them at *******, their machine damaged the left corner.Following this, I contacted Western Union and was instructed to mail a $15 processing fee along with a notarized affidavit and a copy of the damaged money order to:Western Union ******************* Inc.*************************************-7030 ************** I sent these items on August 7, 2024, but despite multiple follow-up attempts via email and phone, I have not received confirmation or any updates on the status of my request. Today, I was finally provided with a case number (#*********), but the issue remains unresolved.Request for Resolution:I respectfully request the BBB's assistance in obtaining the $750.00 owed to me for the damaged money order and confirmation that my documents and fee have been received and processed. I also ask that Western Union improve their customer service to prevent similar issues in the future.

  Business response

  09/02/2024

  Reference number: 280215177
   
  Hi Elaheh,
  
  We want to inform you that our Retail Money Order Operations team has started the refund process. The refund check will be sent to your mailing address via overnight mail. We will share the tracking details with you via email as soon as we have them.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 280215177 to connect with me directly.
  

  
  Thanks for being a valued Western Union customer.

  
  Respectfully,

  Melanny, M.
  Executive Resolutions Team
  
  
   
   
  Please read our Privacy Statement to find out how we process your personal data.

  
  

  Customer response

  09/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************** Pour

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My request for refund for $103.99 is not being resolved after several follow up calls to their ********************** It is very frustrating.On 07/02/2024 I made a remittance of $100 to the *********** which I cancelled after 20 minutes replacing it with another transaction for $200 which was subsequently received by the recipient after a couple of days. Instead of refunding $103.99 (100+3.99 fee) I was charged another $103.99 on 07/16/2024 and given a refund of $103.99 on 07/19/2024. I have been calling them for an additional refund of $103.99 to no avail.Western Union assigned Case #********* to my complaint.The last person I talked to was ****.

  Business response

  08/27/2024

  Reference number: 278731580
   
  Hi ******,
  
  We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to the encrypted email we sent on Aug/27/2024 to your email address, via Western Union Mail Encryption Gateway to protect your privacy and your data.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 278731580 to connect with me directly.
  
  Thanks for being a valued Western Union customer.

  
  Respectfully,

  
  ******************
  Executive Resolutions Team
  
  
  
   
  Please read our Privacy Statement to find out how we process your personal data
  
  
   

  
  

  Customer response

  08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a money order for rental deposit it took over 30 days to reach them so I assume it was lost, I contacted Western Union had stopped payment put on it. So in the meantime I drove to the new place hand delivered another one. By my surprise she had just received the one I put stopped payment on. So I contacted Western Union told them about the situation they said stop payment was not put on it but they will have to because it's made out to someone else. So I couldn't cash it. So they promised me a refund they will have to go before a committee to get refunds permission ok I waited a week called back same response. I finally got someone she said yes stop payment has been put on it. And you have been approved for refund. When we issued you the new one tear that one up. Because it's made out to someone else. I waited 2 more weeks called back we just got approved for refund it's been mailed. I been waiting since June they constantly giving me the run around. Please can someone help me.It's been so long I have to case numbers First one 270058443 Second one ********* please help me and thank you

  Business response

  08/26/2024

  Reference number: 278732986
   
  Hi ****,
   
  Weve refunded your Money Order ***********, totaling ****** USD on Aug/26/2024 with the tracking number (MTCN) 930-153-3796. You can pick up the money at a Western Union agent location in **, ***
   
  When collecting your refund, please provide the following details:
   
  Sender: Western Union Customer Care
  Receiver: *************************
  MTCN: 930-153-3796
  Amount: ****** USD
  
  To help make things right and thank you for using Western Union, weve sent ***** your way on Aug/26/2024 to reimburse you for the fees. To pick up your funds, please visit any Western Union agent location in **,** with the tracking number (MTCN) 930-153-3860 and a valid government-issued ID. 
  
  When collecting your refund, please provide the following details:
  Sender: Western Union Customer Care
  Receiver: *************************
  MTCN: 930-153-3860
  Amount: ***** USD
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.
   
  You can check the Find locations section on our website to find other agent locations near you, and confirm their business hours and contact information.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number  278732986 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Respectfully,
   
  ******************
  Executive Resolutions Team
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a money order for my mortgage. *** lost the package and I in turn requested the money order be refunded so I can pay my mortgage. Now my mortgage is really late based on *** and now Western Union. It's not fair that I turned over my money for a service and now have to wait while ** collects interest on MY funds and my mortgage and livelihood is affected. I was told if I would have used bill pay the money would have went back almost immediately if I requested a refund. This should be no different.

  Business response

  08/21/2024

  Reference number: 278037992
   
  Hi *********,
  
  Weve fully refunded your Money Order ***********, totaling ******* USD on Aug/21/2024with the tracking number (MTCN) 930-153-1201. You can pick up the money at a Western H34323***373033373835H agent location in **, ***
  
  When collecting your refund, please provide the following details:
  
  Sender: Western H34323***373033373835H Customer Care
  Receiver: *******************************
  MTCN: 930-153-1201
  Amount: *******USD
  
  Please make sure that you have a valid government-issued ID when collecting your money transfer. If you cant claim this refund within 30 days from the date it was issued, please contact us directly at the number provided below to get a new MTCN.
  
  Please visit one of these nearby locations to pick up your funds. You can also check the Find locations section on our website to find other agent locations near you, and confirm their business hours and contact information.
  
  KROGER #***
  *************************************************************************
  001 - **********
  
  PUBLIX #****
  *******************************************************************
  001 - **********
  
  INGLES #***
  ********************************************************************
  001 - **********
  
  ADVANCE AMERICA #*****
  **********************************************
  001 - **********
  
  CHECK INTO CASH #*****
  *******************************************************************************
  001 - **********
  
  KROGER #***
  ***********************************************************************************
  001 - 33464421000000
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 278037992 to connect with me directly.
  
  Thanks for being a valued Western H34323***373033373835H customer.

  
  Respectfully,

  
  ******************
  Executive Resolutions Team
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I come across a promotion on May for New digital customers, on your first online money transfer over $100 and get a $20 Amazon gift card. Both myself and my spouse signed up a account and use the code RKTN20 to send qualify transaction. However, no gift cards were provided. It has been three months. I have reached out to the customer service via chat a few times and escalated a few times to relevant department. There has been no updates. And lately. customer services started talking about this is referral program etc. which on May, there is no single words of referral on the T&C.MTCN : ************ MTCN : ************ Please provided the amazon gift card to relevant email associate with these transfer. One for myself and one for my spouse. Thanks.

  Business response

  08/28/2024

  Hello ****************,
  
  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in August 2024. In your claim, you mentioned that you and your spouse sent individual transactions as new digital customers and were supposed to get ***** USD Amazon Gift Cards and neither of you have received your gift cards. You are requesting assistance to acquire your gift cards.
  
  Thank you for your patience while we conducted our investigation. Please be advised that our investigation towards the reason your gift cards have not been received remains ongoing.

  Nonetheless, we want to mitigate any further delay, we have issued a concession in place of the two amazon gift cards, these two concessions have been sent to you and ***** separately to your corresponding emails. Please follow the instructions within each email to collect your funds.

  We appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you and your receiver will consider giving us a second chance to win back your trust and make things right.

  If you have any other questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Thank you for being a valued Western Union customer.
  
  Ako T
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a money order on 7/18/24 but made an error when filling it out.Walmart said I would have to go back in 10 days for refund but when I got there said I had to contact western union directly. I filed a case with western union but continue to get the run around regarding a refund. Case # *********. August first they said ***** days. August 17th they opened up another case. Case # *********. I was told to call back in a few days as there is a delay in refunds due to a change in the companies call center location. I called August 19th and there is still no news. I just want my refund issued and then will never utilize them again.

  Business response

  08/22/2024

  Reference number: *********
  
  Hello ***********************,

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 19-AUG-2024. In your claim, you mentioned that you purchased a money order on 18-JUL-2024 and made an error when filling it out. You filed case ********* and have not received your refund and were told on 1-AUG-2024 that it would be 1015 days and on 17-Aug-2024 you opened another case *********. You want your refund.

  Please be aware that as stated on the Money Order Customer Request form that you completed and submitted (online) on 26-JUL-2024:

  6. Please allow 30 days for processing. ALL requests for information must be in writing. Incomplete or unsigned customer requests will not be processed.

  Our records show that the following money order was reported as unusable on 26-JUL-12024:

  Money order number: Money order amount:
   22-061575276  516.00 USD
  
  Kindly note that there were no delays in the processing of this request as the check was issued within the 30 days quoted on the original request form.

  We received your original money order refund request via an on-line form on 26-JUL-2024, and our team processed your request. Western Union issued a refund check on 20-AUG-2024 with the following check number:

  Check number: Check amount:
      81-006366834  516.00 USD
  
  We have also waived the processing fee of ***** USD and sent the refund check overnight on 21-AUG-2024 via ***** tracking number: 7781 0694 1150. Expected delivery date: 22-AUG-2024.

  If you have any further questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

  Thank you for being a valued Western Union customer.

  Ako T
  
  
  Please read our Privacy Statement to find out how we pro

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 30, 2024 I *********************** send $100 to *********************. MTCN # ********** Case # ********* On June 11, 2024 I received an email from Western Union saying that the receiver didnt pick up the money and that I could cancel the transfer and get a refund. I also received a letter on the mail saying to remind the receiver to pick up the money.I called Western Union on June 25, 2024 to ask for a refund and they gave me a case #*********.I called back the same day and the machine said that the money was already paid in ***************, I asked the Western Union agent about it and He explained to me that while they do the investigation the money goes back to the headquarters, in this case ****************On June 27, 2024 they sent me 2 emails with some questions that I answered what I knew.After that I called them 3 times, on the last call, the agent told me that the money was paid already and that she couldnt tell me to who.All I want is my $100 refund.Thank you.

  Business response

  08/20/2024

  Hi ***********************,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim where you mentioned that you have not received the refund of a transaction sent.
  
  Unfortunately I was unable to reach you at the phone number provided, however please note that the have escalated this matter with our compliance team for assistance.
  
  Weve fully refunded your money transfer and fees, totaling ****** USD on Aug/20/2024.You can pick up the money at an agent location in **/** using your government-issued ID and the tracking number (MTCN) ************.
  
  We hope youll give us a second chance to win back your trust. To help make things right, we want to offer you a promotional code for a zero-fee money transfer.
  
  Q6301-086803993 Expire 12/31/2024
  Q6301-283562242 Expire 12/31/2024
  Q6301-484428961 Expire 12/31/2024
  Q6301-185066808 Expire 12/31/2024
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.
  
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  
  
  
  
  Sincerely,
   
  ****************
  Executive Resolutions Team
  

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase a $35 money order from Western Union through ******* I no longer needed the money order but filled it out ,so ******* told me I had to return it and get a refund through Western Union. I processed it through Western Union's website it took several weeks to finally receive a check they charged me $5 so I got a $30 check back but low and behold the check was not properly processed it wasn't cashable. After going to ***** Fargo who the check was written on they wouldn't cash it *********** wouldn't cash it ******* wouldn't cash the check .I talked to Western Union they claimed they were going to send me another check which they have never done I just got off the phone with the representative who is apologetic but unable to help me just tell me to keep calling back and check up on when they're going to send me the check. Western Union seems to be fraudulent now if I was writing bad checks on my bank account I would be in trouble how was Western Union able to write fraudulent checks and not get in trouble ? and ***** Fargo wasn't able to tell me the problem well they told me that they wrote a check on a account that wasn't meant for refunds that the check they wrote the account on was meant for something else but not for the purpose that they gave it to me for, which is a refund. Don't do business with them, their a big company but crooked and fraudulent, their accounting department should know how to properly process a refund check and from the correct account.

  Business response

  08/19/2024

  Hi *************************,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from BBB where you mentioned that you have issued trying to cash the check sent for the refund.
  
  As mentioned over the phone, please not that we have issued the refund via MTCN under: ************.
  
  Please note that this is available for collection in ***********
  
  You can just go to the most convenient time.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  
  Sincerely,
   
  ****************
  Executive Resolutions Team
  

  Customer response

  08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. And that I received my full refund via Western Union electronically. I appreciate the fast and respectful response. I'll now take receiving the bad check as a human error, we all make them. The main point is they resolved the problem, thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got an $800.00 money order on June 30th, 2024. My landlord did not receive it in the mail in time, so I got a replacement money order and the original one from June 30th, 2024 was mailed back to me. I filed a claim early July of 2024, my case number is *********. When I called in late July, I was informed that a check was being mailed to me. Fast forward a couple weeks, I call again on August 14th, 2024 and I am told that my claim hasn't been "picked up" or looked into yet. I was given an email address **************************************************** to contact in regards to my refund and was told they would respond within 24 hours (from the 14th). Today is August 16th, 2024, and even after sending follow up emails, I have received no response. I am a single mother and $800.00 is a lot of money to be waiting months to receive. All I am asking for is for my case to be picked up and a refund issued either via check, or a deposit to my checking account that was used to purchase the initial money order. If this is not resolved, I will also file a complaint with the *************************************

  Business response

  08/19/2024

  Hi *************************,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Please note that we are contacting you due to the BBB complaint received in case you see that the same response is shared in BBB portal.
  
  Please be advised that we have received confirmation from team that refund has been completed.
  
  Due to long time waiting, we have requested for the refund to be issued via overnight delivery, meaning that this will be processed in the next 1-2 business days and then sent out to your mailing address.
  
  As soon as we have the tracking details  for the Fed-Ex delivery we will share the information with you so you can also track down the delivery.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  Sincerely,
  
  ****************
  Executive Resolutions Team
  

  Customer response

  08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩