ComplaintsforThe Western Union Company

• Initial Complaint

  10/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a western union money order from Food Lion Poquoson VA 10/6/2024 as I have done in the past and deposited it by mobile banking to *********. This transaction was for $90. I paid cash & was charged $.89 by food lion for the money order. I tried to deposit the money order by mobile banking as I have done in the past. ********* would not take the deposit and directed me to get a refund from western union. ********* didnt notify me they no longer take money orders from western union stamped not for mobile deposit even though they have accepted them before ( in last 30 days).I contacted western union, filled out the online form & waited several days for a response email. The response email said to visit a listed location for a ************* charged me $5. For this refund service. The email said I was to get refunded $85.I took the email instructions, money order and receipt to Food Lion. The manager refused to refund my money even after showing her the money order, receipt and western union email refund authorization. She insisted they do not refund on western union money orders even though they are specifically listed as a location to provide a refund and didnt want to call western union to clarify.

  Business response

  10/21/2024

  Hi ****** ****** *****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim where you mentioned that you have not received a refund of a Money Order.
  
  As mentioned over the phone, please note that we have issued a new refund check to be sent to your mailing address.
  
  Refund was processed for the full amount, totalling ***** USD including the fees previously removed.
  
  Please allow ***** days for the check to be delivered to your address.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a money order on June 1. 2024. It was stolen, washed, and cashed. I called Western Union and they said to mail in $15 to receive a copy of the cashed money order. I mailed in a check and it was cashed on August 26, 2024. I have called and online chats to find out why I have not received the copy. All I am told is it is escalated and they give me a case number saying someone will call me in 48 hours. They never call. It has been almost 3 months and I have yet received a response or a copy of the money order. We are going to court and I need a copy of this for evidence.

  Business response

  10/19/2024

  Reference number: *********
  
  Hi *****,
  
  After reviewing the form that you completed online and confirming the money order receipt was provided as a proof of purchase, we are attaching the copy of the cashed Money Order as requested.
  
  Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.
  
  We sincerely apologize for the inconvenience you've experienced. Your feedback is crucial, and we are committed to addressing the issues you encountered to ensure a better service for you and all our customers. The reason for the delay on your request is because of a strategic change that was recently done to company level, creating an excessive workload that is delaying this specific service.
  
  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.
  
  Sincerely,
  ***** G
  Executive Resolutions Team
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased two money orders April 8, ********** orders #*********** for $1000 #*********** for $562 mailed them to Chapter 13 Trustee on the same date. Notified July 8, 2024 by letter that funds were not received. Contacted Western union and filed case as instructed iCare case number is ********* and iCare case number is ********* with no response.September 3, 2024 contacted Western Union, told by *** that $1000 mo was cashed but not the $562 mo. September 3, 2024 Mailed Western union tracing request along with $15 fee (Check #****) for photo copy. Check cleared my bank September 13, 2024. I have not receive the requested photo copy of the $1000 money order. I did receive a check for $547 on October 7, 2024

  Business response

  10/19/2024

  Reference number: 291155823
  
  Hi Altrecia,
  
  After reviewing your request, we were able to confirm that on 7/8/2024 you completed the tracer request form and provided a valid proof of purchase as an attachment to your request. For this reason, we have attached the copy of the cashed Money order number 19573463151 which you were missing to obtain.
  
  The reason of this request being delayed is because of an strategic change that was done to company level, causing the workload to be excessively increased, creating a delay in this specific type of request. We sincerely apologize for the inconvenience you've experienced. Your feedback is crucial, and we are committed to addressing the issues you encountered to ensure a better service for you and all our customers.
  
  Please let me know your preferred time for a call or if you prefer a different contact method.
  
  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 ExecutiveResolutionsDept@westernunion.com or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 291155823 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  
  Sincerely,
  David G
  Executive Resolutions Team
  

  Customer response

  10/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22432450, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Altrecia Jackson

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction was made by western union to my debit card on 10/16/24 at approximately 5:56am ET in the amount of $326.99 pay out to a ****** ****** that resides in ******* . However , I did not authorize this transaction and have no family that resides in *******

  Business response

  10/19/2024

  Reference number: *********
  
  Hi *******,
  
  We appreciate your business and are truly sorry to hear that you may have been affected by fraud. Im one of the Executive Resolutions team experts at Western Union who reviewed your claim from 10/17/2024 where you mentioned that one money transfer under the **** ************ was sent through Western Union using your debit card which you did not authorize.
  
  Our records show that on 16-OCT-2024, one online money transfer was sent from ************* to a receiver located in *******. The total send amount was 300.00 US DOLLAR.
  
  On 16-OCT-2024 at 05:56:58 Eastern Standard Time, an online money transfer with **** ************ totaling 300.00 US DOLLAR was initiated to ****** ****** in ********
  
  On 16-OCT-2024 at 06:19:59 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 (****), 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 300.00 US DOLLAR.
  
  Unfortunately,after reviewing the details of your case, we are unable to issue a refund.
  
  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 on 10/16/2024 fraud case number *********. 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.
  
  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.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to get a damaged money order replaced. They sent me a replacement check that I couldn't cash. I'm complaining because the same thing happened to my husband before. It was just last month. When I reach out to customer service, no one can help me. I just want my money back and I will be done with for good.

  Business response

  10/17/2024

  Hi ******** *****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from BBB where you mentioned that you have not received the refund of a **.
  
  As mentioned over the phone, please note that the refund for the ** was completed under check: 81006399894.
  
  Thank you for confirming that you were able to cash the check and have the refund back.
  
  As discussed as well, please note that we have created a transaction for the refund of the fees deducted from the Money Order refund.
  
  We have sent a separate email with the instructions and details for the refund.
  
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  
  
  Sincerely,
   
  ******* *.
  Executive Resolutions Team
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/31/24 I purchased a western union money order to pay a bill. Money order was never cashed, So I used Western Union online process to request a refund, Western Union approved sent me a confirmation email with tracking number. I went down to a Western Union to pick up my refund with my ID and tracking number. They will not release it to me so I called them letting them know what happened. They told me there were errors on their end, and it would be ready the next day when I went in they told me that there was no longer any funds with that tracking number and Claimed it it has been picked up already which is not true Because I am the only one with the tracking number and my ID And I couldnt even pick it up, so I highly doubt that anyone else couldve done that. so they escalation case gave me a new number told me to call back in three days and they would have a new tracking number for me and have my refund ready I called back three days later they gave me a new escalation case because the case was never escalated, so now I have three escalation cases on one refund money order, I asked to speak to the refund department, they refused to connect me to them. They said they couldnt do that. I wanted to make a complaint on the last person I talk to. They wouldnt give me his name, but they told me to make a complaint on him which made no sense to me , its been a repeated pattern every time I call New escalation case, I want my refund

  Business response

  10/16/2024

  Hi Ruben Zuniga,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  I’m one of the Executive Resolutions team experts at Western Union who is handling your claim from BBB where you mentioned that you have not received the refund of a Money Order and you did not collect the funds for the MTCN sent to you.
  
  Unfortunately I was unable to reach you at the phone number provided however please note that we can share the following information.
  
  Please note that as per checking the MTCN that was shared with you: 251-963-0997 suffered some system issues and appeared paid in the system, reason why it was mentioned to you that refund was already collected.
  
  We sincerely apologize for the inconvenience and miscommunication regarding this refund.
  
  Please be advised that we have completed a new refund that has been shared with you to your personal email address.
  
  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 ExecutiveResolutionsDept@westernunion.com or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number XXX to connect with me directly.
  
  
  Sincerely,
   
  Ricardo C.
  Executive Resolutions Team
  

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22426827, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ruben Zuniga

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought money order on August 4th 2024, mailed to credit card payment was put in government mail box post office has never been cash is just gone ,lost.been calling western union 10 times keep getting run around.did as they requested send original bottom money order made copy still no refund! They claim they haven't received it .do not believe this, 3 months of *******.

  Business response

  10/18/2024

  Reference number: 290931806
   
  Hi *****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 10/16/2024 where you mentioned that you have provided the required documentation for the refund of your Money Order but have not received a resolution yet.
  
  Unfortunately,I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.
  
  Please note that to help make things right and thank you for using Western Union, weve sent ***** USD your way on 10/18/2024.We have sent the refund details in a separate email for security purposes.
  
  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 290931806 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  Sincerely,
  
  ****** *.
  Executive Resolutions Team
  
   
  Please read our Privacy Statement to find out how we process your personal data.
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/27 I have purchased four money orders at a *******. I have submitted a refund to Western union using their online form. I waited the 5 days that was quoted to me and i didn't receive a email with cash pick up instructions and have been getting the run around. I need this money to move. I will be homeless in a week if i dont get my refund.

  Business response

  10/16/2024

  Reference number: 290575662
   
  Hi Dianne,
  
  We appreciate your business and are truly sorry for the experience you had while using our services. I’m one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB)
  
  As we discussed over the phone on 10/15/2024, you confirmed over the phone that you already received two MTCNs for the other two Money Orders, additionally, we’ve sent $1000 your way on 10/15/2024. To pick up your funds, please have your husband visit any Western Union agent location in Oregon with the tracking number (MTCN) 930-389-5551 & 930-156-1231 ($500 each) and a valid government-issued ID. If you can’t pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and we’ll give you a new MTCN.
  
  Sender: Western Union Customer Care
  Receiver: Deleon Wilson
  
  I took the liberty of gathering a few locations where you husband can go to pick up the funds:
  
  SAFEWAY #1073
  6194 Sw Murray Blvd Beaverton OR 97008
  
  RITE AID #5323
  14625 Sw Allen Blvd Beaverton OR 97007
  
  FRED MEYER #00035
  11425 Sw Beaverton Hillsdale Hwy Beaverton OR 97005
  
  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 ExecutiveResolutionsDept@westernunion.com or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 290575662 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely
  
  Jesus A.
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22424239, and find that this resolution is satisfactory to me. Thank you for fixing the situation promptly. I would like to acknowledge Jesus and Jean for always being communicative with me through the whole process.   
  
  Sincerely,
  
  Dianne Wilson

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 29th, 2024 I bought a Western Union money order in the amount of $983.07 USD to use as a payment method for my monthly house payment. On October 07th I was informed that the money was not received by the property management company. I then filed for a stop payment and refund. I received email confirmation that my case was pending and I would have results in 3-5 days with the refund being returned in the form of cash at a Western Union office. I have regularly checked the status and it is still pending. I have attempted to resolve this with the number provided in the email but feel that the call center employees do not fully grasp the English language. I would like to be contacted by corporate office, with someone who speaks English as a first language. The money order has not had a stop payment put on it.

  Business response

  10/16/2024

  Reference number: 290683808
   
  Hi Amy,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  I’m one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB).
  
  As we discussed over the phone, you received the refund of your Money Order via MTCN 916-607-4431 on 10/15/2024. However, the communication that you received via email stated 5 days and not 5 business days, therefore, I am going to thoroughly investigate this with our internal team in order to improve our services and products, I truly appreciate your feedback and time.
  
  We appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you'll consider giving us a second chance to win back your trust and make things right. At Western Union, we take every matter seriously to improve your experience with our services.
  
  As a thank you, we want to offer you promotional codes for zero-fee money transfers.
  
  Q6301-102001351          Expire 12/31/2024
  Q6301-102001369          Expire 12/31/2024
  Q6301-102001385          Expire 12/31/2024
  Q6301-102001419          Expire 12/31/2024
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country you’re 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 ExecutiveResolutionsDept@westernunion.com or call our corporate headquarters at (+1) 720-332-1000 (international call charges may apply), providing your reference number 290683808 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  Sincerely
  
  Jesus A.
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22421234, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amy Davis

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refused to give me a update on my money order that has been lost stolen. Per policies they have a online refund form I submitted over 4 times and still have not received a confirmation or any information from representatives.

  Business response

  10/16/2024

  Reference number: 290436795
  
  Hi *****,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim from September 14th where you mentioned that you have not received the refund of a money order that you purchased.
  
  Our records indicates that we already refunded your Money Order ***********, totaling 200.00 USD on Oct/14/2024 with the tracking number (MTCN) 930-156-0609.
  
  Please inform us if you encounter any difficulties in collecting your refund. We are here to help you.
  
  Unfortunately, I couldnt reach you at the phone number you provided. Please let me know if youd prefer to receive updates by phone or if you have another preferred contact method.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  
  Max C
  Executive Resolutions Team
  
  

*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. ↩