ComplaintsforThe Western Union Company

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent a transfer to My mother in **** from ****** on April 1, 2024. I was told the normal processing time is 3-4 days using bank account to bank account. After 5 days I called, they said the were working on it (previous to this I had done a test transfer of a small amount to ensure data was correct, which is was) On April 10 they mentioned that it was in "compliance" and that they needed more information. I sent them the requested information immediately on April 10. On April 13 I received a response confirming receipt. I have been calling every other day and been speaking with supervisors to get this resolved but am getting a runaround. I now have 2 case numbers (********* and *********) Do to the delays, I have requested a refund with no success. It is now 22 days and I have no idea where my money is. I just got off the phone with a very nice lady that gave me the same answer for the 4th time (wait another 48 hours....). This is really unacceptable now. I would like the transfer to be complete ASAP or a refund issued ASAP.

  Customer response

  04/24/2024

  Hello,

  I wanted to thank you very much for your assistance. After this was submitted, I can confirm that Western Union has refunded me the money and I am satisfied with the results. Its is very unfortunate that they would have delayed so long but at least the funds were returned.

  ******..

  Business response

  04/24/2024

  Reference number: 249277813
  
  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 ***** 23, 2024. In your claim, you mentioned that you had sent funds to your mother on ***** 1, 2024, to **** from ****** and the funds have not been deposited into her account yet nor have you received a refund. You are requesting the funds to be immediately delivered or a refund issued.

  On ***** 1, 2024 at 5:50 PM U.S. Eastern Daylight Time, you initiated a Direct to Bank transfer for $ ******* CAD to ************************* De ************************* in **** using the Mobile App with MTCN XXX-XXX-2041.
  
  We sincerely apologize for any inconvenience you and the beneficiary may have experienced with the specified Western Union transaction in using our services. Kindly note that this transaction was held for additional information/validation as part of our bank partners compliance processes. The information was received on ***** 10, 2024, and immediately provided. Kindly note that the bank partners compliance process could not be expedited by Western Union.

  Our records show that your money transfer was rejected by the receiving bank on ***** 23,2024. As a result, Western Union canceled your transfer and issued a full refund totaling ******* CAD on ***** 23, 2024 to the funding source. Please allow up to 7 business days for the funds to show in your account, depending on your bank.

  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 249277813.

  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.

  
  

  Customer response

  04/24/2024

   
  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

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Case #********* MTCN # ************ Transaction Date: 02/13/2024 Cancellation Date: 02/21/2024 I've requested my refund after cancelling this transaction. They haven't provided my refund yet. I've spent hours calling them but they haven't.I need the refund to be provided as soon as possible plus my time spent on this matter to be compensated.

  Business response

  04/17/2024

  Reference number: *********
   
  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 the claim you submitted through the Better Business Bureau (BBB).
  
  Weve fully refunded your money transfer and fees to your bank account, totaling $300 on 04/15/2024. Please know that it may take up to 7 business days to show in your account, depending on your bank. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.
  
  To help make things right and thank you for using Western Union, weve sent $50 your way on 04/17/2024. To pick up your funds, please visit any Western Union agent location in **** with the tracking number (MTCN) 930-148-7101 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 Care
  Receiver: *********************
  
  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.
  
  Thanks for being a valued Western Union customer.
  
  **************
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a bill payment of $500.00 on 4/4 with a total charge of $525.00. It came out with no issues. On 4/7 I was charged again $525.00 by Westerm Union. I reached out to support and send screenshots of the transactions. I received an email saying I'd hear back in 24 hours. Never did. I reached out to support again and was told to wait. Now I reach out again and they said they canceled my inquiry due to "lack of contact details" but when I asked what was needed they said my name and email. They had already emailed me once and clearly have my information. So they supposedly opened another case but I have also again not had any communication from them.

  Business response

  04/18/2024

  Reference number: *********
   
  Hi *******,
  
  I hope you are doing well,
  
  Please note that after thoroughly investigating with our support teams, we were able to determine that according to our system this money transfer was charged and settled just once with Western Union, therefore, we suggest you request further assistance and dispute this charge with your bank, as our records dont reflect any additional charges on this.
  
  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.
  
  Thanks for being a valued Western Union customer.
  
  **************
  Executive ************************ Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer response

  04/18/2024

   
  Complaint: 21578167
  
  I am rejecting this response because:

  I was in fact charged $525.00 on 4/4/24 and again on 4/7/24. I did not make any additional transfers after 4/4/24. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/8 I did a bank transfer via Western Union. Unfortunately, I later realized that the Bank Name I had on the transaction was incorrect. I had the correct bank account number but had (BDO bank instead of BPI). Immediately after noticing, I called Western Union and alerted them of the mistake. The agents always seemed to give conflicting information and have opened and closed escalating tickets without resolution. The latest escalation ticket I had was *********. Throughout this whole process, instead of working to help me protect and recover my money, I only got conflicting information that further puts my money at risk. They wont even contact the wrong bank for me at flag the transaction. Its a shame because the money was not even delivered yet when I called them. I hope I can get my hard earned money back.

  Business response

  04/16/2024

  Reference number: *********
   
  Hi April,
  
  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 the claim you submitted through the Better Business Bureau (BBB).
  
  I am happy to tell you that the funds were returned to us, and we successfully processed a refund to your original payment method on 04/15/2024, the funds may take up to 7 business days to be credited depending on your financial institutions refund policy. If you do not receive this refund after this time has passed,please feel free to reach out to us at the contact information referenced below and I will be more than glad to assist you.
  
  Wed like to waive the fee on your next qualifying money transfer. The promotional code has been sent to you in a separate email.

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

  Customer response

  04/16/2024

   
  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.

  The response from Western Union's Executive Response team, specifically, ***** was incredible. I sincerely believe that had their regular customer service team performed at half the level that he did this complaint wouldn't have been necessary.

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 29th I sent my father $600 dollars as a money transfer for him to pick up in cash as he misplaced his debit card and needed funds. My father went in to pick up the funds and was told they could not give the money as cash. He told the agent to send the money back or cancel it, he could not accept. I then went into the western union I sent the funds from to collect my money back not even 12 hours later and was told the money was picked up. THE MONEY WAS NOT COLLECTED as per my father and the western union I transferred to. The agent at the location the funds were transferred to even called western unions ***** for me and explained the funds were NOT picked up but the system was reading an error they were. They still would not refund me. I have since opened a case file which is under investigation but after numerous hours and calls I am now being told I will get an update in 21 days, doesnt mean a resolution such as a refund but an update they have stolen my $632 and have ZERO idea of when I will be issued a refund, there is no commitment they can make says the supervisor. I have had my father, western union agents call, myself, to verify I just need my money back from an unacceptable transfer I cant seem to get it. This is a considerable amount of money to be sitting on for weeks at a time just for updates. I have called every 2/3 days for almost 2 weeks now and get told a team is on it. There is nothing to investigate other than they stole my money and wont return it. I clearly am not alone in this. I have photos of the screens of the western union agents showing the money still needs to be paid out then how was it picked up?? I want my full refund. Money was not collected, they are holding onto it.

  Business response

  04/17/2024

  Reference number: *********
  
  Hi *****************************,

  
  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 April 9, 2024. In your claim, you mentioned that your money transfer was not received by your intended beneficiary, and the customer representative at the ***************************************** agent location assisted you to call Western Union to explain that the funds were not picked up but, on the system, it was paid, and you are yet to get a refund.
  

  Thank you for your patience while we investigated your case. We tried to reach you on the phone number you provided, unfortunately, we were unable to reach you.
  

  Our records show that you initiated a money transfer with MTCN XXX-XXX-0451 totaling ****** Canadian Dollar (CAN-CA-CAD) to ***************** in ****** on March 29, 2024, at 23:32:47 US **************** Time.
  

  On March 30, 2024, at 00:14:47 US **************** Time, a person with identification bearing the name of ***************** visited an agent location in ****** to pick up the funds.
  

  After reviewing the details of your case, we have determined that the money transfer was paid in error and have refunded your money in full, including the transfer fees.
  

  You can pick up your refund at the nearest Western Union location with a new tracking number (MTCN). The tracking number (MTCN), and refund details have been sent to you in a separate letter.
  

  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.
  We understand how frustrating it must have been for you and your receiver.Wed like to waive the fees on your next three qualifying money transfers. The promotional code has been sent to you in a separate letter.
  

  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.
  We apologize for the inconvenience.
  

  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.
  

  Thanks for being a valued Western Union customer.
  

  Happiness O.
  
  Please read our Privacy Statement to find out how we process your personal data.
  
  

  
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MTCN ************ at ******* Store 1521 Date 4/4/2024 Amount $190 On 4/4 Store payment of $190 to my brother. On 4/6 my brother reported funds were not released to him because the name listed as (receiver) was not his full name **** ***************************. I called Western Union requesting the name change. **************** rep. stated the name could not be changed & a refund would be issued once I send a copy of the receipt. I sent the copy of receipt & received the following-On Sat, Apr 6, 2024 at 1:49PM Do-not-reply <***********************************************************> wrote:Hello ***************************** We know it matters when you send money with us. And thats why we need to double-check a few details. Kindly include the following information as well:Your current address:Your City of birth:Please be advised that to process your money transfer, we need to recommend submitting the same ID document that was used to record the money transfer. If you cannot provide a copy of a government-issued photo ID, please submit a Letter of Explanation with the following information about yourself so we can process a refund:Full legal name Gender Date of birth Country and city of birth Relationship between the sender and the receiver Purpose of the money transfer Occupation Residential address Explanation if ID copy cannot be provided Name of the person submitting the letter Thanks for sharing this information so we can get on with the transfer.Please be advised the Do-Not-Reply @westernunion.com mailbox is not supported by our ************** and emails sent to this mailbox will not be reviewed.Sincerely,Hindhuja ,N. Global Operations I called ** numerous times, the call was either transferred, disconnected after a 45 mins wait. I eventually spoke to a Rep. then his supervisor-****** 975 I explained the situation to ****** including the email i received addressed to an unfamiliar name - *****************************. ****** promised to resolve the issue but despite my concerns of the line disconnecting & long wait ****** transferred the call to the **************** to process refund. I had to once again explained the situation, I got no where and went to the store where I made the ** payment. The clerk made many calls attempts, again either disconnected or calls transferred. Clerk last told that ** would call me in *************************************************************** processing refund.

  Business response

  04/10/2024

  Hello - 

  A separate email has been sent to you to email address:********************************** with full refund details.

  Best regards,

  **************** | Western Union

  Customer response

  04/10/2024

   
  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

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6th 2022 I purchased 2 money orders 1 for $1000 and another for $324 to pay July's rent my land lord lost them so I filled out a claim with western union ** loaded my receipts send it in and in 30 I only receive $1000 in the 30 days i missed placed the money order copy and recently found it. I fill out another form on line on 2/26/2024 up loaded copy of money order case # ********* waited 37 days filled out another form spoke to a rep. and was told they did not have enough info to process my refund and case was closed. you cant send the form with out filling everything out and uploading copy's the system will not let you. there's no due date for refund claims. I am frustrated fill cheated and taken advantage of. Stressing. I hope you can help.Thank You.

  Business response

  04/09/2024

  Reference number: *********  
   
  Hi *********************************,
  
  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 April 8, 2024. In your claim, you mentioned you had initially filled out the forms for the refund of two money orders that got lost but you received a refund for only one. You were later informed by a Western Union representative who informed you that the documents submitted for the pending money order are not complete. You tried filling out the form again, but the system is not letting you upload the documents, and you are requesting a refund of one of your lost money orders.  

  
  Were sorry to hear about the situation and appreciate you bringing it to our attention. We have investigated your case,and we would like to inform you that the refund for your money order number 220XXXXX780 was already processed, and fiduciary check was sent to you on April 5, 2024. Please allow ***** business days to receive the correspondence.

  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.
  
  Thanks for being a valued Western Union customer.
  
  Happiness O.
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am 71 yrs old single senior citizen.On 3/19/24 I transferred online via Western Union ***** dollars to a contractor in ************ ** as a deposit to construct a porch on my house . On that same day I received a notification that the contractor can go and pick up the money . He did not go until 3 days after and was told the money is on hold . I called Western Union to ascertain why the money was not released after they said the money is cleared for him to pick up .I was already interviewed as to the purpose of this money transferred and then received an email it was okay for him to pick up the money . He also received notification a few times from Western Union to pick up the money even after they said the money will be sent back to me .I got notification on3/21/24 that the 2000 dollars will be refunded back to my bank account and it will take 4 to 7 business days with no satisfactory explanation.I have been calling Western Union frequently at least 15 times and was always told my refund is being processed . I was told by a rep last week that the refund will reach my bank account the latest 4/3/24 but to date there is no refund .I called even today 4/4/24. I am being given the run around for my own money . I sent the money in minutes and was charged to send it . This situation has caused me undue distress and caused my health to deteriorate because I had to use money I had put aside to pay for my heart medications and high blood pressure medications and medications for my sight . I am very upset and disappointed that an organization like Western Union can take financial advantage of an elderly person for my own hard earned money . I read online negative reviews after I sent the money and it seems that this is a predatory practice of theirs . Again despite multiple attempts to rectify the situation western Union has failed to return the money back to my bank account ,Kindly assist me to rectify this situation . Thank you for your time .

  Business response

  04/09/2024

  Hi *************************,
  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 to the Better Business Bureau (BBB)on April 6, 2024. In your claim, you mentioned that your money transfer was not paid out to your intended receiver, and you are yet to receive the refund of your money transfer.
  Our records show that you started a money transfer with MTCN XXX-XXX-9378 totaling ******* USD from ***************** (***) to ***************** (***) on March 19, 2024, and your receiver visited one of our Western Union agent locations in ************, ** - **************, ************* (***) on March 21, 2024
  Unfortunately, we are not able to offer services to your receiver. Please see our Terms and Conditions for more information. If your intended receiver wants us to review this decision, please ask them to complete the reinstatement questionnaire. Keep in mind, this review does not guarantee that the decision will change.
  We understand how frustrating it must have been for you waiting for the refund of your money transfer. Weve fully refunded your money transfer,totaling 2,000.00 USD on March 25, 2024, to your card ending in 9xx5.Please know that it may take up to 7 business days to show in your account. You can use the Acquirer Reference Number (ARN) 7413xxxxxxxxxxxxxxx4722 to trace the funds with your bank. If you dont receive a refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.
  As a courtesy to you, we want to provide you with two promotional codes to send zero-fee money transfers. Please check your email for the promo code details.
  
  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.
  Thanks for being a valued Western Union customer.
  ******************
  
  
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a money order a couple weeks ago then decided I didn't need to use it tried to cash it to myself but because I my pen ran out of ink etc etc I changed the address a little bit cuz I wrote down the wrong address and it was considered altered so I followed the process that they had declared online that you're to follow to get her money order refund and in reading all the information regarding it I was under the impression it would be issued back to the debit card that I purchased the money order with instead they sent a check to my mailing address the corrected address I was trying to write on the money order to begin with. And this check was issued from Western Union and their bank at ***** ********** I then proceeded to go to ***** ********** to cash the check because I do not have a bank or a bank account I have online banking through a prepaid debit card the card that I purchased the money order to begin with with when I went to ***** Fargo they told me that the check is a deposit only check it says nowhere on the check that it's a deposit only check I do not know why they pull that up but their system pulls up that it's a deposit only check and she proceeds to direct me to write for deposit only on the back and sign it and tried it deposit it onto my online prepaid debit card banking app of which I tried and they won't even review it they will not accept it it's not possible I then turned around and called Western Union and explain the problem the guy acted like he had no clue what I was talking about like this is never happened before and I read him the whole letter that came with the check and there was a different phone number on the bottom so he told me that I need to go back to the place about Western Union check from the check cashing place to try to cash it which already gave me the same result of I can't cash it because it's for deposit only of which the gentleman seem to not be able to understand and that I cannot go to a check cashing place to cash it when it says for deposit only and I have no bank account I have online banking only I need the check reissued refunded resent something but I don't have a bank account that's the problem and why they would issue a check that says for deposit only is the dumbest thing I have ever heard please refund my money I am sick of the games that I've been playing with you guys this is ridiculous please refund my money it was my money put it on my debit card that I paid for it with please simple as that I bought it at ********************* with my prepaid PayPal debit card why can you not give me my money back the same way that I gave it to you?

  Business response

  04/08/2024

  Reference number: 244658814
  
  Hi ***************************,

  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 April 5, 2024. In your claim, you mentioned that you cannot cash the refund check and do not have a bank account and want the refund to be issued to your PayPal debit card. You are requesting that the refund be issued in a different method than the check you received.

  Im one of the Executive Resolutions team experts at Western Union who reviewed your claim. Our records show that the refund check was paid/cashed on April 5, 2024. The **** of ***** Deposit (****) is ***** Fargo.

  We have provided a copy of the cashed item in a separate letter.

  We apologize, however, there is no refund available as the original money order has been cashed. Please present the copy of the cashed item to the **** for further assistance.

  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 244658814.

  Thanks 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

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 31st I reached out to Western Union to receive a refund on a money order (pay to the order of Indian Village, LLC DBA ********************). Algonquin Apartments (Mac Properties), shared that they could not scan the money order. I paid Algonquin Apartments $10***** ******* + ***** returned check fee, on January 31st. I then, as previously stated, followed through with requesting a refund on the money order from Western Union. On February 3rd Western Union wrote a letter to me stating that I could not receive a refund due to the fact that the money order was indeed cashed. I contacted Mac properties via phone, text; email and received no response in resolving or communicating on the matter of the money order being cashed. I followed up with phone calls to western union regarding the cashed money order/refund matter and Western Union informed me to pay the 15$ money order copy fee to move forward with forgery/fraud claim. On February 9th I submitted the 15$ fee to receive the copy of the cashed money order I submitted to Algonquin apartments. I received the copy of the money order from western union on March 24th. Since March 24th I have repeatedly called western union to complete paperwork for forgery/fraud. The papers were supposed to be emailed to me. I have still not received the emailed paperwork and today is April 3rd. Western Union claims they initially sent the paperwork to the wrong email (after I spelled the email address and the western union representative repeated the correct spelling back to me prior to escalating the email to their team who populates and sends to those requesting the paperwork. I have followed up with Western Union to have this information sent via email, added an alternate email address and still have not received the paperwork. This is to begin the process. This is very unprofessional and unacceptable business practices. I shared with Western Union that I would take further action, here we are.

  Customer response

  04/05/2024

  I received 2 emails from Western Union on 4.4.24 @3:30 a.m.  The attachments to begin the forgery paperwork was only applicable to an alteration to the front (face of the money order).  Western Union clearly stated to me that the money order was cashed and the alteration was on the back of the money order to note that fact.  That was shared several times via follow up phone calls.  Therefore, why am I not receiving paperwork that encompasses alterations to the totality of the money order (front and back) in order to substantiate fraud and support their statements that the money order was cashed.

  Business response

  04/09/2024

  Reference number: 244657213

  Hi *************************,

  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 April 5, 2024. In your claim, you mentioned that you purchased a money order to pay Indian Village, LLC DBA Algonquin Apartments and they stated that they could not scan the item. You requested forgery documents be sent to your two (2) email addresses and your physical address which you sent to ************************************************** and have not had a response. You are requesting a full refund of ******* from Western Union.

  Please be aware that the email address for the Retail ********************** is ************************************************ and they did not receive your request.

  Western Union did provide you with the copy of the cashed item which showed that the payment for this money order was paid to Indian Village,LLC DBA Algonquin Apartments. We sincerely apologize; however, this money order does not qualify for the forgery process as the payee name written by the purchaser,the purchasers signature and the originally written details have not been altered or forged.

  Indian Village, LLC DBA Algonquin Apartments did receive payment for the money order as stated on the back of the cashed item. Kindly note the stamped Credited to the account of the within named payee by the **** of ***** Deposit (****), ***** Fargo.

  Please note that the forgery process is not conducted by Western Union but done by the ***** In this case, ***** Fargo. Western Union acts on behalf of the consumer to collect the funds from the ***** The **** will make the final determination after conducting their internal investigation.At the time of presentation, the **** must check that the money order has not been tampered with or altered and that all signatures are authentic and original.

  In this case, this money order has not been tampered with or altered and all signatures are authentic and original.

  We would recommend contacting Indian Village, LLC DBA Algonquin Apartments and presenting the cashed item as proof of payment so they can contact their bank to confirm payment and either credit you for your payment or issue a return of your funds.

  If Indian Village, LLC DBA Algonquin Apartments insists they did not acquire the funds, we have provided you the Payee affidavit in a separate letter. Please have Indian Village, LLC DBA Algonquin Apartments complete and provide the completed documents and provide them to you.

  Please do not mail in these documents but send to the email address the forms were provided to you from as a reply and we would be glad to assist further.

  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 244657213.

  Thanks for being a valued Western Union customer.

  Ako T
  
  
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