Complaints

This profile includes complaints for The Western Union Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Western Union Company has 218 locations, listed below.

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• 

  The Western Union Company

  7979 E Tufts Ave Denver, CO 80237

• 

  Western Union

  1033 Broadway St Fresno, CA 93721-2535

• 

  Western Union

  121 W Washington Ave El Cajon, CA 92020

• 

  Western Union

  1330 S El Dorado St. Stockton, CA 95206

• 

  The Western Union Company (Headquarters)

  Urbanizacion El Valle Lajas Lajas, PR 00667

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was doing a transaction online with WesternUnion on January 28, 2023 at 3 pm. I had already checked the exchange rate. So $1100.00 usd (***) would be $165,037.95 jmd (*******). So WesternUnion was giving me on my $1100.00 transaction $148,921.52 which was a difference of $16116.43 (jmd) and $121.43 (***). I checked on WesternUnion exchange rate app and it gave me $165,037.95, the rate was $1.00 USD = ********. But WesternUnion was not giving that even though there own website and app stated it. So I called WesternUnion and spoke with a Rep, in fact the Rep told me that it would be $147,015.92 for the exchange rate, which was even lower, the Rep could not tell me where the additional money was going, so she transferred me to a Manager, who could not tell me where the additional money was going as well. So I canceled the transaction with WesternUnion and started a transaction with MoneyGram to see the exchange amount , it was **********. How can the exchange rate be different only with WesternUnion. How is this possible? It is ridiculous, as to how long they have been allowed to steal peoples hard earned money and nothing is done about it. UNFAIR EXCHANGE RATE AND CONVERSION THEFT. It is not right and extremely unfair to the consumers. I dont know what can be done, but I know what needs to be done. WesternUnion needs to be held accountable for all of theft from consumers and made to lawfully abide by the exchange rate. This is unimaginable theft. This practice needs to STOP. WESTERNUNION NEEDS TO BE HELD ACCOUNTABLE. All the years and the tens of thousands maybe even millions of people that this has been done to. Very sad and unethical.

  Business Response

  Date: 02/02/2023

  Hello *******,
  
  We are writing to follow up on our previous email where we requested to share additional information needed to investigate your concerns.
  

  In order to properly investigate your concerns and assist you further, please reply to this email and provide the following details:
  

  MTCN Number of the cancelled Transaction.
  
  Kindly note that when choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand, channel, and location based on many factors. Fees and exchange rates are subject to change without notice. The typical exchange rate is adjusted 1-3 times a day; however,it can change at any given time of day, any number of times, subject to rapid and unpredictable currency changes. The exchange rate between our online services and retail agent locations may also vary depending on these factors.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  *****,OP ID #***
  Executive Resolutions Team

  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18952553
  
  I am rejecting this response because:When you cancel a transaction you do not get an MTCN number. So an MTCN number is the only way you say that you are able to help me. But you should already have this information. And should know that you only receive an MTCN number when the transaction is complete. As I have stated before I did not complete a transaction, I canceled it. So therefore it is no way for me to have an MTCN number. And you say that that is the only way that you can help me. So that tells me that you do not want to help me or investigate the situation at all. I am well aware that the exchange rate changes frequently so that is why I checked the exchange rate before I started the transaction, I checked the exchange rate while I was in the process of doing the transaction, and I checked the exchange rate after I canceled the transaction. And it was still the same in that 15 minute span. In fact it was still the same exchange rate when I did the transaction with MoneyGram and when I completed the transaction with MoneyGram. The only different exchange rate I found was with your company and it was a tremendously lower amount than what the exchange rate really was. So it is unfair exchange rate practices. Exchange rate differs from other companies and from the going exchange rate and exchange rate is significantly lower than the actual exchange rate. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2023

  Hello *******,
  
  Thank you for your recent email, please accept our sincere apologies for the inconvenience, and struggles you may have experienced with our service. When choosing a money transmitter, compare the transfer fees and exchange rates carefully. Fees and foreign exchange rates may vary by brand, channel, and location based on many factors. Fees and exchange rates are subject to change without notice.
  
  Please refer to the Terms and Conditions section at www.westernunion.com for more information. The exchange rate is set by Western Union unless the laws in the destination country prohibit Western Union from setting the rate, in which case an estimated rate is provided.  Additionally, please also note that exchange rates may change frequently, 3-4 times a day in most corridors but may change more or less frequently depending on the market. Following a review of the disclosure statement, or before the money transfer has been paid to the receiver, the customer may request a refund. We regret any inconvenience this matter may have caused. It is our hope that you will not base your opinion of us on this incident, but that you will provide us with the opportunity in the future to serve you in the manner which has made Western Union a global leader in the money transfer industry.
  
  As a courtesy to you, we have added 300 points to your My **** account for immediate use.
  
  
  Please be reminded that the points must be used within one calendar year from the day they were issued. For assistance in redeeming your points, you can visit ************************************************************************ log into your Western Union profile and select My ** rewards. 
  
  As a courtesy to you, we want to provide you with a promotional code to send a zero-fee money transfer.
   
  Promo code: Q6301-106000292  Expire 12/31/2023
   
  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 initiated, as it cannot be applied after the transfer has been completed.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  Thanks for working with us on this.
  
  Sincerely,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  

• Initial Complaint

  Date:01/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Western Union in a 12/29/22 said I was due a money transfer in the amount of $1650. They asked that I supply certain personal information which I did on Jan 25th. (see uploads). W-U said they'd respond in 24hrs. To date, I have received no response. W-U's assigned case number is: *********.

  Business Response

  Date: 01/31/2023

  Hello *****,
  

  We are truly sorry for the inconvenience you experienced while using our services. We are writing in response to the complaint received from you on Jan/30/2023 that was addressed to our corporate headquarters. In your complaint, you indicate that you received a message from Western Union about a transaction you sent and you provided additional information to collect the funds back.
  

  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case.

  
  Please note that after completing the investigation, we can confirm that your refund check has been processed, it was completed on Jan/27/2023 and was sent to your new mailing address: ************************************************************** 33907.
  

  Kindly note that delivery of your refund check will take between **** days from date of creation.
  

  Please allow approximately 10 days for this refund check to be arrived, if after this timeframe no refund check has been received, please contact us back to check further.

  
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern. We sincerely regret the inconvenience you experienced with the initial handling of your issues.
  
  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  
  Sincerely,
  
  *******,OP ID #***
  Executive Resolutions Team

  
  

  Customer Answer

  Date: 01/31/2023

   
  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

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from *************** State Control **************************** that Western Union was withholding,I reach out to them I email my documents along with my D.L. Upon there request to obtain the funds they are withholding, I was issued a (Case # *********) I also sent them the original document from the ******************** that mention the refund there reply they never received it this transaction happen 05/27/2019 they keeping asking how did make the transaction I couldnt remember but I have walked in there done inside there business and made transactions online and over the phone.they making excuses about resolving this issue,nothing has been resolved.just excuses after excuses there emails escheatment@ western Union.com and correspondence.desk@ western Union.com.

  Business Response

  Date: 01/13/2023

  attached response.

  Business Response

  Date: 01/27/2023

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

  We are truly sorry for the inconvenience you experienced while using our services. While incidents like this shouldnt happen, we take full responsibility for the situation and are writing in response to the complaint received from you on January 24, 2023, that was addressed to our corporate headquarters. In your complaint, you indicate that you received a letter from the *********** State Controller instructing you to contact Western Union before May 31, 2023, to request for a refund of the unclaimed property, before the funds are sent to them as required by law. You mentioned that you already reached ur to Western Union before providing additional documentation, however, no resolution has been provided and even on your interactions via phone and e-mail you only received excuses.
  Western Union investigated this matter. According to our findings we located the referred transaction on a pending list of transaction to be submitted to the *********** State Controller by June 2023; Nonetheless,we also found that you already claimed for these funds earlier this month.
  

  According to our Settlement Accounting team a refund check was sent to be paid under your name on January 17, 2023, via **** to the address ******************************************************.
  

  Please allow **** business days for the refund checks to be delivered via mail. If you do not receive the refund checks within this timeframe, please contact us at the number or email address referenced below so we may further assist you.
  

  We deeply regret we failed to deliver the high standard that youve come to expect from Western Union and hope youll give us a second chance to win back your trust. As a token of our apology, we want to provide you with a promotional code to send a zero-fee money transfer.
  
  Promo Code: Q6301-107000523            Expire 12/31/2023
  Promo Code: Q6301-107000531            Expire 12/31/2023
  
  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 initiated, as it cannot be applied after the transfer has been completed.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  

  Sincerely,

  
  ******,OP ID 923
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone hacked into my ** account and through that, had access to my payroll card. This person/persons also changed the email address on file, so I had no more access to my own account. My original email and user name was: **********************, this was changed to ************************. He/she initiated 5 transactions, total value of $1451.14. This happened on 01/16/2023 and 01/17/2023. I immediately contacted ** and this time, all the transactions were pending. I asked ** to stop/reverse the transactions and delete the fake account. The next day they confirmed that they deleted the account, ************************, but they also told me that the money was already collected and they cant do anything. ** advised me to file a fraud report with my bank, what I already did at this point. I also asked ** the following questions: 1, Do you offer any compensation? -2, Who collected the money? -3, Was this a cash pick up or a bank transfer? -4, If this was a cash transaction, what is the date, time and the location of the collection? -5, If this was a bank transfer, what are the details of the transfer such as account number, country, name of the person and bank -6, Do you have any other information regarding the theft?** refused to answer any of the questions and did not offer any compensation. They also told me to file a fraud report on ** site. This fraud report requires the transaction number. Since I had no access to my profile, I didn't have this information, so I asked ** to send me the transaction numbers. They refused and told me to check on my profile, transaction history. Again, I had no access to my profile since the hack and the profile in the meantime was deleted by **. They still not helping me with any resolution or compensation. Almost like they were involved. But this was a security breach on their site, so I believe they should be help accountable.

  Business Response

  Date: 01/26/2023

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

  We are writing in response to the complaint received from you on 01/24/2023 that was addressed to our corporate headquarters.
  

  Our records show that in Jan/2023 5 online money transfers were sent from ************* to a receiver located in *********. The total amount sent was ******** USD.
  

  On 16-JAN-2023 16:23:56 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:24:09 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:18:11 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 197-903-4796 was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:18:20 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:13:26 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:13:44 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:03:53 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 125-869-3722 was initiated to ************** in ********* in the amount of ****** USD.
  

  As a result, on 16-JAN-2023 16:04:08 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  On 16-JAN-2023 16:01:28 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ***** USD.
  

  As a result, on 16-JAN-2023 16:01:46 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  

  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  

  Nonetheless,we are very sorry to hear that you have become a victim of fraud.
  

  Our records show that you have filed a fraud report with Western Union on 1/17/2023,fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  

  Due to consumer protection and privacy laws, we cannot disclose any additional details of the receiver or the paying agent without a validly issued and served subpoena.
  

  We advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  

  We also advise submitting your request to local law enforcement via the following channels:
  

  Western Union ********* Services, Inc. 
  Custodian of Records 
  Legal HQ 8 
  7001 **************** 
  Suite 680
  ******, ** 80237
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness.

  We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  

  We also encourage our customers to learn more about protecting themselves from fraud.To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awarenessor find more information on Western Unions feed on ******* and Facebook.
  

  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
  
  Sincerely,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18886871
  
  I am rejecting this response because: 

  I contacted Western Union as soon as I noticed the unlawful transactions. At that time, all transactions were still pending. Western Union had the chance to stop the transactions, but they didn't. Therefore, I believe they are also responsible for my loss. This also happened by someone hacking into my Western Union account, meaning there is a security issue on the company's site. 

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/02/2023

  Reference number: *********
   
   
  Hello *****,
  
  We are writing in response to the complaint received from you on 01/24/2023 that was addressed to our corporate headquarters. Please be advised that we have re-investigated your concern, unfortunately,we stand our decision as stated below. Kindly note all the transactions mentioned below are either direct to bank or wallet and were paid instantly.
  
  Our records show that in Jan/2023 5 online money transfers were sent from ************* to a receiver located in *********. The total amount sent was ******** USD.
  
  On 16-JAN-2023 16:23:56 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:24:09 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:18:11 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 197-903-4796 was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:18:20 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:13:26 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:13:44 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:03:53 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) 125-869-3722 was initiated to ************** in ********* in the amount of ****** USD.
  
  As a result, on 16-JAN-2023 16:04:08 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  On 16-JAN-2023 16:01:28 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************** in ********* in the amount of ***** USD.
  
  As a result, on 16-JAN-2023 16:01:46 Eastern Standard Time, the funds were deposited to a bank account under the name of ************** in *********.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  Nonetheless,we are very sorry to hear that you have become a victim of fraud.
  
  Our records show that you have filed a fraud report with Western Union on 1/17/2023, fraud case number *********. We have taken the necessary steps to deactivate your customer profile.
  
  Due to consumer protection and privacy laws, we cannot disclose any additional details of the receiver or the paying agent without a validly issued and served subpoena.
  We advise contacting your bank about your accounts unauthorized charge(s). You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  
  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness. We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  
  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awarenessor find more information on Western Unions feed on ******* and Facebook.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively,contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
   
  Sincerely,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a order to a health provider promised to send a med but never sent or herd back from them when I asked for ****** and I ask the electronic of western Union to see they can refund and sayin they said make a claim and report fraud at this business its all

  Business Response

  Date: 02/01/2023

  Hello *********************
  
  We are writing in response to the complaint received from you through the Better Business Bureau, regarding the money transfer that you initiated on June 15, 2021.
  
  Our records show that on June 15, 2021 you sent a money transfer from the ** to a receiver located in ******. The total amount sent is ****** USD.
  
  On June 17, 2021, a person with identification bearing the name of ******************************** visited an agent location in ****** to pick up the funds.
  
  Please note that all Western Union agents require the receiver to provide the money transfer details, tracking number (MTCN), and valid government-issued photo identification(s) to payout the funds. The receiver of this money transfer provided the agent with the tracking number (MTCN),senders name, money transfer country of origin, the expected payout amount,and their valid government-issued photo identification. As a result, the agent followed Western Unions policies and procedures and correctly paid out the money transfer.
  
  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  
  We are truly sorry for the inconvenience you may have experienced.
  
  We encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website. Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awareness or find more information on Western Unions feed on ******* and Facebook.
  
  Our records show that you have filed a fraud report with Western Union fraud case number 177710750.
  
  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
  
  Sincerely,
  ********* Op 912
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 02/01/2023

   
  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

  Date:01/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Western Union has my bank information including log in information. I tried to send money to a friend and a customer service representative called me to ensure it wasn't fraudulent. I proceeded to tell them thank you but yes it was me, it was to come out of PNC bank. He then wanted to ask a bunch of other questions about the exact information I had already provided. When I asked how this was supposed to prevent fraud he couldn't answer. They then canceled the transaction and will not fully remove allow my personal data as I had requested. They can either retain my data and process the transaction or completely remove me from their system. They are not permitted not to process transactions and retain my information.

  Business Response

  Date: 01/25/2023

  Western Union reference number 177047099
  
   
  Dear ***************************,
  
  We are writing in response to the complaint received from you through the Better Business Bureau (BBB) portal. In your complaint, you indicate that you initiated a transfer to a friend which was canceled by Western Union.
  We confirmed that your money transfer sent using our online services on Jan/21/2023 was declined because Western Union was unable to verify the information you provided during the phone to meet our regulatory and compliance obligations.
  
  Please be aware that Western Union must adhere to all country regulations, laws,restrictions and requirements to be allowed to conduct business in a specified country. These regulations, laws, restrictions and requirements are ever-changing and vary by country. Unfortunately, Western Union has no control over these regulations, laws, restrictions or requirements set forth by the countries we operate in. In the instance of the transaction sent to (COUNTRY),Western Union have the right to request additional documentation,  in order to comply with the aforementioned country and agent regulations. You may find additional information at www.westernunion.com under our Terms and Conditions.

  
  We cannot disclose any specific details why your money transfer has been declined. However, you can refer to the Terms and Conditions section at westernunion.com for more information. Please be informed that all money transfers are reviewed individually, and a previous decision to approve or decline a money transfer does not necessarily mean you wont be able to use our services in the future.
  
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 177047099.
  

  Thanks for working with us on this.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18876615
  
  I am rejecting this response because:

  That is NOT what the agent said at all.  The agent said they were calling as part of fraud prevention.  Then proceeded to ask the exact same questions of what I had already given you on the digital transaction.   I asked how this was supposed to prevent fraud.  I had warned him if he couldn't answer the questions then I was going to submit a complaint and he hung up on me and canceled the transactions.  I then called back a few hours later to find out about your fraud policy and was told I can't talk to the fraud department since my transaction was already canceled.  Your response didn't answer any of this other than your agent didn't tell me the correct thing.  Lastly if you can not transfer my money then I do not want you holding any of my personal information including my bank login.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/01/2023

  Dear ***************************,
  
  

  Please see attached resolution.

   

  Sincerely,
  

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

  Customer Answer

  Date: 02/06/2023

   Again Western Union is not addressing the complaint.  The customer service agent did not say they were verifying information because the country I was sending it to required it.  He said it was for FRAUD PREVENTION.  I verified that yes I did want to send the money and gave him the name of the bank I was using.  When I asked how does telling you the same information I put in the form prevent fraud he would not answer the question.  When I called later to ask to speak to the fraud department I was told I can not because the transfer was closed.  So either answer the question I asked 3 times now or prove to me you have deleted ALL of my personal information.  Those are the 2 requirements to close this complaint.

  
  Complaint: 18876615
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 28th 2022, I used the Western Union app to send $280 to a relative in another country. Shortly after the transaction I received an email stating that the money was ready to be picked up. On the following day (Dec 29th, 2022) I received another email stating that the money transfer was cancelled at my request and that the money would be refunded. As I did not request this cancellation, I immediately called Western Union and was informed that they had cancelled the transaction due to non-compliance but was not allowed to tell me exactly why. I was informed that the money would be refunded by 7 business days.On January 10th, 2023, I still had not received the money and I made another call to Western Union. I was told that the case would be escalated and that I would receive a call within 72hrs. I did not receive a call but instead I received the following email on Sunday Jan 15th:"Please be advised that based on our records, your transaction with MTCN ***-***-4065 was refunded on (01/13/2023) for the full amount. It may take up to 4 business days from the process date for the refund to reflect on your account or it may also depend on your bank's policy. Kindly contact your bank as funds should have been posted back to your account by now."I contacted my bank on January 21st and was informed that they are not seeing this refund on their end and I need to follow up with Western Union. I called Western Union again on the 21st and was informed that the refund was issued on the 13th but could take up to 7 business days to process (contrary to the email that was sent on the 15th) and that I should check back on the 25th.I am utterly perplexed as to how a company that does instant money transfers cannot simply refund my money in a timely manner. Moreover, I still don't know why the transaction was rejected as Western Union will not tell me.

  Business Response

  Date: 01/25/2023

  Reference number: 177045310

  
  Hello *********************,

  
  We are writing in response to the complaint received from you that was addressed to our corporate headquarters. In your complaint, you indicate that you sent a transaction that did not reach the intended receiver and was cancelled.

  Our records show that you initiated a money transfer with the tracking number (MTCN) ************ in the amount of ****** CAD from ****** to ******* on 12/28/2022. 

  
  Please be informed that your receiver is currently prohibited from using Western Union services. Due to our internal policy and local regulations, we cannot disclose any specific details why your receiver cannot use our services. However, you can refer to the Terms and Conditions section at westernunion.com for more information. 

  We have processed a full refund, including fees, to your bank account in the amount of ****** CAD on 01/13/2023. Please be advised that it may take up to 7 business days for the funds to show in your account,depending on your banks refund-processing practice. If you dont receive a refund within that time, please contact us directly at the number or email address referenced below so we can assist you further.
  
  We are truly sorry for the inconvenience you may have experienced.

  If you have any questions or concerns,please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 177045310 to connect with me directly.
  

  Sincerely,

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

   

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18876512
  
  I am rejecting this response because:
  
  

  The refund conveniently showed up on the 24th of January but that is completely unacceptable. 
  
  Nowhere in your response do you provide any explanation as to why you took so long to return my money.
  
  Your core business is instant money transfer, so the refund should have been initiated the moment you cancelled the transaction.
  
  
  The money had to be sent urgently so upon learning that the transaction was cancelled on 12/29/2022, I had someone else send another $280 ******** (plus transaction fee) to the very same receiver. 
  
  The transaction was successful so your claim that the receiver was prohibited from using your services is blatantly false.
  
  
  Thus far Western Union has: cancelled the transaction on 12/29/2022, falsely claim that I had requested said cancellation, held on to my money for an unreasonable amount of time with no explanation, and then falsely claim that the receiver is prohibited from using your service only to accept a subsequent transaction to the same receiver.
  
  Your actions are tantamount to fraud and you need to explain why you took so long to return my money for no obvious reason.
  
  
  I await your response,

  *********************
  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 30th 2022 I sent $100 to Western Union for my brother ************************* to pick-up. Some how someone hatched into my Western Union acct. not only changed my password but they changed my user ID. now I cant get into my account. After speaking with Western Union I was advise that my money was re-rounted into someones elses bank. initially this money was for pickup at Western Union. They allowed someone to reroute my funds into a bank account. The representive told me the name of the person who owns the bank account. I wrote it down and ****** it on ********* its all Indians names. They told me to contact my bank. after the bank investigated it they said Western Union is reponsible for returning my funds back. Now Western Union sent me a email stating there is nothing they can do..I have had the same account with them for about 12yrs and this a first. They allowed someone to take my money and move it from a pickup into their bank account. The alway thought of Western Union as a secure site. Now I am out of $100 plus $17.99 for sending.. Plus now I had to find a way to send my brother the $100 to replace what was taken

  Business Response

  Date: 01/24/2023

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

  We are writing in response to the complaint received from you on 01/19/2023 that was addressed to our corporate headquarters.
  

  Our records show that in DEC-2022, 1 online money transfer was sent from ************* to a receiver located in *************. The total amount sent was ****** USD.
  

  On 30-DEC-2022 22:05:49 Eastern Standard Time, a direct-to-bank money transfer with the tracking number (MTCN) ************ was initiated to ************************* in ************* in the amount of ****** USD.
  

  As a result,on 04-JAN-2023 09:33:18 Eastern Standard Time, the funds were deposited to a bank account under the name of ************************* in *************.
  

  After completing the investigation of your complaint and the additional information available, we have determined that you are not eligible for a refund.
  

  Nonetheless,we are very sorry to hear that you have become a victim of fraud.
  

  Our records show that you have filed a fraud report with Western Union on 1/4/2023 fraud case number ********* and *********. We have taken the necessary steps to deactivate your customer profile.
  

  We also advise contacting your bank about your accounts unauthorized charge(s).You may want to inquire about any options they can offer to avoid further unauthorized use of your bank account(s) or debit/credit cards.
  

  Please be assured that Western Union takes customer protection very seriously and has many procedures to help combat fraud and expand customer fraud awareness.

  We use various measures to help protect your personal information from unauthorized access and use. It includes organizational, technical, and administrative safeguards such as computer and building security, limiting access to your personal information to those employees, agents, and representatives that have a need to know, and file and email encryption.
  

  We also encourage our customers to learn more about protecting themselves from fraud. To do so, you can visit the Fraud awareness section on our website.

  Alternatively, search for educational videos on ******* using the keywords ****** Union Fraud Awarenessor find more information on Western Unions feed on ******* and Facebook.
  

  If you have any questions or concerns, please email us at [email protected], contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly. 
  
  Sincerely,
  
  *****, OP ID #***
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Western Union is the sort of company that avoids customer interaction and refunding customers money orders. I needed my money order refunded and the online form ****** union sends you too is down for an indefinite period of time without explanation. You call the number on the back of your money order and their robot send you here: ************************************************************************************* and fill the page out. You fill it out and the message below is always the same...."We're sorry, our system is temporarily unavailable. Please try again later." The broken online form is a dead end road everytime and someone at the company has to know about this. Good luck reaching anyone at western union about it they have a strict robot for a bouncer taking phone calls so they don't have too. You demand to speak to the human in charge and the robot will ask what your problem is because it doesn't remember what you told it a couple times before. It doesn't recognize or care that the webpage doesn't work so when you share the problem it offers the same solution. However, When I repeated my demand several times for a human rep, the robot hung up on me. In conclusion, Western Union needs to keep their end of the bargain. Refunding my money order should not be impossible. I have wasted a lot of time with their phony money order refund customer service and the broken website. This is a multibillion dollar company and they operate like this. I may not get my hard earned money back as a result.

  Business Response

  Date: 01/21/2023

  Dear ***********************
  Western Union is writing in response to the complaint received through the Better Business Bureau regarding the money order refund request.
  I am a specialist with the Executive Resolutions team at Western Unions corporate headquarters, and I will handle your case. The refund of your money order has been processed, you may collect the funds at a retail location with the refund information provided to you via separate cover.
  At Western Union, customer satisfaction is something we take very seriously, and quality service is our primary concern. We sincerely regret the inconvenience you experienced with the initial handling of your issues.
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  Sincerely,
  ********* Op 912
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a money order at ******'s at *************************************************************************** for ****** at 3:12 pm on January 6, 2023 . Money Order number: ************** I went to Office Depot nearby and somehow lost my money bag in the parking lot outside. I immediately went back to Office Depot trying to retrace my steps. Then I went to Krogers and called the police. ******* gave me the number to call ** but it was just an info line. The next day I was told by ** to fill out a refund request online and submit a copy of the receipt. I went back to ******* and got a copy of the receipt which I included in the upload. I then contacted the ************ and filed a formal report with Officer ************************* report number: 23-00-3651. On Monday morning I called at 8:01 am and put a stop payment request on the money order (the soonest the office was open again). I called back maybe 5 days later to check on it and was told that the request has not been processed that there is some fraud thing and to email ************************************************** which I did with all of the information. I called today and the rep told me exactly the opposite of everything I had been told - that I now had to print off the info and mail that in for a trace EVEN THOUGH I already put a stop payment on it, provided them the receipt and the police info. The rep said that the STORE put a stop order on it and I know exactly that it was me who did that. So basically I am getting the runaround with completely contradictory info and instructions. I am waiting for a supervisor to call me back but I expect more of the same.

  Business Response

  Date: 01/23/2023

  Reference number:*********
  
  Hello *******************************,
  We are writing in response to the complaint received from you on 1/19/23, through the Better Business Bureau (BBB). In your complaint, you indicate that you are having trouble obtaining a refund from Western Union for a lost Money Order.
  Western Union confirms that we received an online refund request under case # ********* on 1/10/23, however, any par of the original Money Order was not provided;therefore, we cannot process your request. We encourage you to complete and return the attached Research request and provided the required supporting documents.
  If you have any questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number ********* to connect with me directly.
  **************************,OP ID #***
  Executive Resolutions Team
  
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18831751
  
  I am rejecting this response because I have sent in the documents requested and am waiting on a response. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/03/2023

  Hello *******************************,
  We are writing in response to the complaint received from you on 2/2/23, through the Better Business Bureau (BBB). In your complaint, you indicate that you disagree with the previous resolution provided by Western Union regarding your refund request for a lost Money Order as you have already provided all required documents.
  Western Union has investigated.
  We confirm that you refund request was received online under case # ********* on 1/10/23, however, any part of the original Money Order was not provided; therefore, we cannot process your request. Please know that this is required in order to process your request. If you have copies off all documentation you previously provided, we encourage you to email them to directly to us at the email address provide below for immediate review.
  Otherwise, we encourage you to complete and return the attached Research request and provided the required supporting documents.
  If you have any questions or concerns, please email us at ************************************************************************************* Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number *********.
  ***************************, OP ID #***
  Executive Resolutions Team
  

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18831751
  
  I am rejecting this response. I received an email last week saying the case would be 'processed' on 2/13/23. It didn't clearly say what it meant by that so I am going to have to call in to find out. Why is this company sending me this now which is the exact same thing I got weeks ago and I sent in the requested documents? This is ridiculous. Check your records already. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/17/2023

  Reference number: 178866651
  
  Hello *******************************,
  We are writing in response to the BBB rebuttal received from you in February 2023 through the Better Business Bureau (BBB). In your complaint, you indicate that the previous resolution provided is not correct and you received confirmation on February 13, 2022 that the requested documents were received and the request was being processed.
  Thank you for taking your time to speak with us on February 15, 2023 and providing further details of your concerns. We greatly appreciate your patience and understanding.
  
  Our records show that the following money order was reported as lost/unusable. 
  Money order number: Money order amount:
  ************  ****** USD 
  
  
  We received your original money order refund request; however,the proof of purchase (POP) was not included in the original request. The appropriate business unit processed your request once the POP was submitted. Western Union issued the refund check on February 15, 2023 with the following check number:
  
  Check number: Check amount:

  
  81-006032028  ****** USD 
  
  The refund check was issued to the mailing address you provided in your request.

  
  Please allow **** business days for the refund checks to be delivered via mail. If you do not receive the refund checks within this timeframe, please contact us at the number or email address referenced below so we may further assist you.

  
  If you have any further questions or concerns, please email us at ************************************************************************************. Alternatively, contact our corporate headquarters at ***************** (international call charges may apply) and provide the reference number 178866651.

  
  Sincerely,

  
  Ako,OP ID # ***
  Executive Resolutions Team 
  
  
  Please read our Privacy Statement to find out how we process your personal data. Tell us why here...

  Customer Answer

  Date: 02/22/2023

   
  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. In the end, they did a good job and I got my refund. One word of advice to Western Union, please make it possible for people to cancel a money order in this situation asap. I had to wait until the following Monday when the office opened again in order to cancel it. The thief could have cashed it in the meantime and I would have been out of luck. I believe this would go a long way toward customer satisfaction. 
  
  Sincerely,
  
  ********