ComplaintsforThe Western Union Company

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was scammed by Western Union few times earlier this year. The company failed to maintain my account's privacy and multiple payment transfers were made in *********** via my account. 02/10/2024 - ************/14/2024 - $1,453.99 02/14/2024 - $2,603.99 02/20/2024 - $1,403.99 I was able to dispute the transactions. However, the Western Union has sent my account for collection of the initial transaction from 02/10/2024 in the amount of $1,453.99/- as they have transferred the payment to some individual, ***************************. They refused to share the information of the client. The agents from the collection company are virtual assistants based in ***********. Please assist me in this regard.Thank you

  Business response

  04/27/2024

  Reference number: *********
   
  Hi *******,
  
  Thank you for your patience while we escalated your concern. Please find below our findings:
  
  Our records show that in JAN-FEB, 2024, 5 online money transfers were sent from ************* to several receivers located in ************
  
  MTCN:  ************
  
  On 28-JAN-2024 at 08:03:06 Eastern Standard Time, an online money transfer with MTCN ************ totaling ****** USD was initiated to ********************************* in ************
  
  On 01-FEB-2024 at 22:47:14 Eastern Standard Time, a person with identification bearing the name of ********************************* visited an agent location in ***************, *********** to pick up 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 paid out the money transfer. The amount paid out was ********* PHP.
  
  MTCN: ************
  
  On 03-FEB-2024 at 17:49:43 Eastern Standard Time, an online money transfer with MTCN ************ totaling ****** USD was initiated to ************************* in ************
  
  On 09-FEB-2024 at 19:41:07 Eastern Standard Time, a person with identification bearing the name of ************************* visited an agent location in ************,*********** to pick up 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 paid out the money transfer. The amount paid out was ********* PHP.
  
  Unfortunately, after reviewing the details of your case, we are unable to issue a refund.
  
  MTCN: ************
  
  On 10-FEB-2024 at 09:18:34  Eastern Standard Time, an online money transfer with MTCN ************ totaling ******** USD was initiated to *************************** in ************
  
  On 10-FEB-2024 at 20:02:50 Eastern Standard Time, a person with identification bearing the name of *************************** visited an agent location in ****************, *********** to pick up 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 paid out the money transfer. The amount paid out was 78,775.89 PHP.
  
  A chargeback was initiated for this transfer by your bank on 14-FEB-2024. We have contacted our Collections team, and they confirmed their process will be stopped as this transaction was reported for unauthorized use.
  
  We apologize for the inconvenience and are very sorry you are going through this difficult situation.
  
  Our records show that you have filed a fraud report with Western Union under fraud case numbers ********* / ********* / *********. We have taken the necessary steps to deactivate your customer profile.
  
  We also recommend reaching out to your bank about any unauthorized charge(s) on your account. You may want to inquire about any options they can offer to prevent further unauthorized use of your bank account(s) or debit/credit cards.
  
  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. For helpful tips on how to #BeFraudSmart and safeguard yourself against fraud, check out our Fraud Awareness page or follow us on our social media channels.
  
  Regarding MTCNs ************ & ************,please note the following:
  
  Our records show that you have filed a fraud report with Western Union under fraud case numbers ********* & 232573333.
  
  
  MTCN: ************
  
  The refund for this transaction was processed on 21-FEB-2024.
  
  MTCN: ************
  
  We can see a Chargeback request was initiated by your bank on 14-FEB-2024 and the refund was successfully processed.
  
  If you have any questions or concerns, please email us at ************************************************************************************ or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Sincerely,
   
  ************
  Executive Resolutions Team
  
  

• 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

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** I have redacted personal information, please refer to the original support tickets I have submitted. Case numbers: ********* + ********* ***I made a transfer which I was told it only takes 3-6 business days. They passed. I was at a WesternUnion location on Monday. They said the money is in her account by April 22, 2024. On Friday I was asked to send proof that I have paid for the transfers and what the transfers are for. I did. And today I called again and they said they cannot give me any information about it? To the recipient ************************************ they said something completely different. This destroys the whole trust between the recipient and me, + I have sent money to WesternUnion which I probably won't get back soon meaning I won't have money for my outstanding rent anymore.What is that? This is completely unacceptable. I need this to be fixed. Otherwise, I will be facing harsh consequences because of **** incompetence. I beg you to find a solution. Or to at least clarify with the recipient on how long it will take to get the money to her. This waiting game is unacceptable and destroys trust, and probably in the end, has the potential to make me homeless.Please process the transfer. I have paid for it. This is not fair.If you cannot help me with that, please spare me with these generic copy-and-paste emails and forward my complaint to a supervisor.With great concern.

  Business response

  04/24/2024

  Hello ******,
  
  Were sorry to hear about your recent experience with us, and we appreciate your patience as we reviewed the details of your case *********.
  
  Based on the information available to us, we are unable to confirm the statements provided for the following reason(s):
  
  We thoroughly investigated your concerns with our support teams, and we determined that we have not received the payments for the MTCNs ************ & ************,therefore, you must contact your financial institution to request further assistance on this, since these transactions havent been funded to proceed with the completion. Thus, no charges from Western Union should not be made to your account.
  
  For your reference, the previous three MTCNs you sent were cancelled as the funding expired, meaning that no payments were received to complete the transactions. 
  
  If you still claim that you were charged for MTCNs ************ & ************, please provide us with a valid copy of your bank statement, showing the Western Union charges with its respective details and showing the banking information used to fund the transactions to further investigate.
  
  We know this may not be the answer youre looking for, and we apologize for the inconvenience.
  
  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

  04/24/2024

   
  Complaint: 21606678
  
  I am rejecting this response because:

  Unfortunately, on my end, the facts are a bit different. May you please investigate further? I have responded to the Western Union employee ************** via Email directly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a money order and came there to talk to manager was treated **** by ***** and aggresive the money order was 25 dollar she wanted to charge me ********************************************************************************************************************************************* ***************************** ************ can you help me return my money and put a stop on it

  Business response

  04/21/2024

  Hello *****,
  
  Please find attached.
  
  Sincerely,
  
  ****************
  Executive Resolutions Team
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a money order ****** dollars from western union money order #*********** was made to the city of ************ somebody in the city of ************ changed or erase their name an cashed the check I called western union head quarters or office 6 or eight times to reimburse my check they have been giving me all excuses nothing has been done ps need your help

  Business response

  04/25/2024

  Reference number: 248152204
   
  Hi *******,
  
  We will proceed to close the complaint in the BBB website while we wait for your response. As mentioned in our last phone call, we want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  
  Please provide the forgery claim which you indicated you previously provide us. Also, please let us know how you previously provided the forgery claim which you indicated you submitted. We have contacted our money order specialist; however, they came back to us stating that the forgery claim documents are not found.
  
  If by any chance you have not started the forgery claim process we need you to please fill out the attached form and complete it correctly since any errors in the form can delay your  refund request. If you have any questions while filling out the request please do not hesitate to let us know.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  
  Best regards,
  ************
  Executive Resolutions Team
   
  

• 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:

  Answered

  More info

  Yes I purchased a money order from ******* a few weeks ago. The company could not use it. They said it was the wrong amount. I need a refund. Western Union told me it takes months to get a refund and I need to pay them ***** for a ***** money order. I WANT MY MONEY BACK!!!

  Business response

  04/16/2024

  Reference number:*********
   
  Hi *****,
  
  We want to help you with your claim, but were still missing some information to help us with the review process. Please help us by replying to this email with the following details:
  

  Fill out the attached Tracer Request Form. Do not include the fee as I will waive it for you.
  Provide us with a photo of the original Money Order or the bottom part with the Bar Code.
  

  As soon as I receive the aforementioned documentation, I will proceed prioritizing and expediting the refund for you.
  
  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

  04/19/2024

   
  Complaint: 21568734
  
  I am rejecting this response because: I SENT YOU A COPY OF THE ** HOW DO I GET MY REFUND?
  
  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.
  
  

  
  

*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. ↩