ComplaintsforThe Western Union Company

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a $240 money order. Sent it by mail. It was lost by us mail It wasnt sent to a drug lord. I sent it to the ***** association to pay condo fee. Filed return form 4 times. Call the help line 2 times with a bunch of promises , and yet they did not put a stop on it and did not returned my money.

  Customer response

  11/14/2024

  Got a code for refund tonight.  Please disregard the complain

  Business response

  11/16/2024

  Reference number: *********
  
  Hi ******,
  
  Afte reviewing your claim we were able to confirm that the money order was refunded under the **** ********** and paid to you on 11/15/24.
  
  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

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Submitted a refund request on 10/10/24 on 2 money orders, selected cash pick up was advised online 3-5 business days. Called on 10/15/24 to check on the status, they said they never received it and asked that I resubmit it. I did resubmit both on 10/16/24. I contacted them again about 2 days later to make sure it was received. They were able to pull it up and advised me to wait the 3-5 business days the website advised to. On 10/23/24, I got an email saying I was able to pick up my refund. BUT it was only referring to one money order. Confused on how this was possible due to submitting both money orders on the same request, I called and was told the other one was just a delayed for some reason and the case would be escalated and to wait 3-5 business days to even get an update. I continued to call almost everyday and was told day after day just wait X amount of business days and I will receive email to pick up my refund. I never got that email for my refund being ready, instead on 10/30/24 I get an email saying due to technical issues on their end, they never got the request. Real weird considering I was told day after day they did have it and it was being processed. I call on 10/30/24, they basically told me theres nothing they can do and to resubmit it. I submitted the same money order for refund for a 3rd time on 10/30/24, called and made sure they got it, was told cash pick up would take 3-5 business days. Today is 11/07/24, the 6th business day, I called them yesterday on 11/06/24, was given the same run around that there is a delay and to wait till this Friday (11/08/24). Called today 11/07/24, got told to wait 48 hours from today. I let them know then Im tired of this and reporting to the BBB. They didnt care and insisted 48 hours then corrected and said call back on Monday (11/11/24 which be the 8th business day from submitting the request and I will have my money refunded then. I guarantee theyre gonna take $15 from me too as a processing fee.

  Business response

  11/11/2024

  Western Union - Reference number: *********

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

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 09-NOV-2024. In your claim, you mentioned that you had two (2) money orders that you requested a **** refund for and you received one within the timeframe quoted on the website but you did not receive the other. You are requesting assistance to acquire your other refund immediately.

  Our records show that the following money orders were reported:

  Money order number: Money order amount:

  19-688835693 ****** USD
  19-688835694 ****** USD
  
  We received your original money order refund request via an on-line submission for 19-688835693 on 16-OCT-24 and a refund was issued on 23-Oct-2024 with MTCN 050-128-4462 for ****** USD and our records show that the refund MTCN was emailed to you on 23-Oct-2024 and the funds were successfully collected on 24-Oct-2024.

  We received your original money order refund request via an on-line submission for 19-688835694 on 30-OCT-24 and a refund was issued on 08-Nov-2024 with 001-351-3851 for ****** USD and our records show that the refund MTCN was emailed to you on 08-Nov-2024 and the funds were successfully collected on the same day.

  We apologize for any inconvenience this process may have caused.Please let us know if this is not the case and contact us at the below contact information if you require additional assistance.

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

  Thank you for being a valued Western Union customer.

  Ako T
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Western Union refuses to give me a refund on my money order. I have been waiting 2 months and counting for a refund and I keep getting the run around from all of the representatives. One of them hung up in my face.

  Business response

  11/11/2024

  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 some Money Orders.
  
  Unfortunately I was unable to reach you at the phone number provided, however please note that we can share the following details:
  
  As per checking we were able to locate four Money orders that you requested the refund for under:
  
  19584173965
  19619490177
  19619490179
  19619490178
  
  As per checking we can see that the refund has been already completed and MTCNs were collected by you on Nov/09 under:
  
  19584173965 - 4820721143
  19619490177 - 1047893840
  19619490179 - **********
  19619490178  - **********
  
  Could you please confirm that you have received the refund and that no refund for a Money Order is pending?
  
  
  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

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 3, 2024 I purchased a $500 money order #**-676855660 from ******. The person I gave it to was unable to cash it. She tried multiple times at multiple locations. On October 18th I filed for a refund request to pick up a cash refund of the money order which was supposed to take 5 business days. I received an email from western union on October 24th saying they didnt receive the copy of the money order and to reply back to that email with a picture of the money order which I did. I have been calling daily and they keep saying they didnt receive the document. I kept resending it. Finally one supervisor suggested that I send it to his email while on the phone which I did on November 1st and he confirmed he received it @ ********************************************************************** and he forwarded it to the refund ***** since then I have not heard anything from anyone. I cant even get a live person on the phone. $500 dollars is a lot of money to lose and I have done everything I was told in order to be refunded. This process was supposed to take 5 business days and it is now on the 13th business day. I need this money back asap and not in the mail. I need to be able to pick up my refund as the policy states in there website. I need some type of communication and resolution to this matter. Very sketchy practices and its unacceptable for a company to try and keep peoples funds in this way.

  Business response

  11/11/2024

  Reference number: 295945894
   
  Hi Shundrikus,
  
  We are glad to let you know that we have reached a resolution to your claim and would like to share it next:
  
  To help make things right and thank you for using Western Union, weve sent $500.00 your way on 11/11/2024. To pick up your funds, please visit any of the below suggested Western Union agent locations in ******* with the tracking number (MTCN) ************ and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.
   
  Sender: Western Union Customer Service
  Receiver: Shundrikus *******
  List of suggested Western Union Agent Locations to collect your refund:
  
  REGIONS #****
  ***************************************************************************************
  Phone # **********
  
  WOODFOREST #****
  *****************************************
  Phone # **********
  
  FOOD DEPOT #**
  **********************************************************************************************************************
  Phone # **********
  
  KROGER #***
  *******************************************************************************************
  Phone # **********
  
  KROGER #***
  ***************************************************************************************
  Phone # **********
  
  Thanks for being a valued Western Union customer.
  
  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 295945894 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  ****** M
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Business response

  11/11/2024

  Reference number: 295945894
   
  Hi Shundrikus,
  
  We are glad to let you know that we have reached a resolution to your claim and would like to share it next:
  
  To help make things right and thank you for using Western Union, weve sent $500.00 your way on 11/11/2024. To pick up your funds, please visit any of the below suggested Western Union agent locations in ******* with the tracking number (MTCN) ************ and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.
   
  Sender: Western Union Customer Service
  Receiver: Shundrikus *******
  List of suggested Western Union Agent Locations to collect your refund:
  
  REGIONS #****
  ***************************************************************************************
  Phone # **********
  
  WOODFOREST #****
  *****************************************
  Phone # **********
  
  FOOD DEPOT #**
  **********************************************************************************************************************
  Phone # **********
  
  KROGER #***
  *******************************************************************************************
  Phone # **********
  
  KROGER #***
  ***************************************************************************************
  Phone # **********
  
  Thanks for being a valued Western Union customer.
  
  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 295945894 to connect with me directly.
  
  Thanks for being a valued Western Union customer.
  
  ****** M
  
   
  Please read our Privacy Statement to find out how we process your personal data.

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was able to go get my refund on yesterday. I hate it had to come to filing a complaint to get this done but I am happy with the outcome. 
  
  Sincerely,
  
  Shundrikus *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to resolve the refer to maker "s" code issue on a rent payment to my landlord since the beginning of August. I have had to call Western Union once a week, sometimes two to hear the same answers from this company. No one responds to my case and as of 05 Nov 2024, I STILL have no resolution. I only needed proof of where it was cashed or a refund (which apparently, I cannot receive). I finally paid the $15.00 western union admin fee and even had a rushed delivery on the check to get my case moving. It still isn't going anywhere, and no one calls or emails me back. I have to call every single week and have the same conversations with the same people. After four months, I have no response, three case numbers, and no one apparently knows my cell phone number or e-mail even though both have been provided numerous times to an agent. I only needed proof of where it was purchased at a minimum and for some reason, I cannot even get that. The first ****** I have spoken to at the beginning of this process were able to see it was cashed but I still can't get proof. I don't know how with all of the pertinent information provided, the admin fee, and continuous follow up that I can't get a response. They closed my first number without notifying me, a few times I called after the callback window provided and was told I was being impatient. and needed to wait. This entire situation, start to finish has been terrible. I honestly feel like this is intentional at this point, or a larger issue with deceptive customer service practices. They also continued to suggest using their online money services platform instead of brick-and-mortar location. I don't want an online account with these folks, and I still owe my landlord $500.00 for an unpaid check that acts as cash (she only accepts this and now Zelle for rent payments). My landlord cannot pursue this because ***** Fargo told her I had to get proof from Western Union before they'll do anything about the situation.

  Business response

  11/08/2024

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

  We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) in NOV-2024. In your claim, you mentioned that you purchased a Western Union money order that was sent as payment to your property management company. You later received notification that the money order was returned with Refer to Maker (***) and is unpaid. At this time,you are asking us for more information that proves the money order was cashed or to be issued a refund for the money order.

  We apologize for any inconvenience; however, we have provided a resolution with the full details under a separate cover. Please check your email that we have on file for you.

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

  Thank you for being a valued Western Union customer.

  Ako T
  
  
  Please read our Privacy Statement to find out how we process your personal data.

  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund for a money order. Through many calls since August NOW NOVEMBER I still have not received refund. I was told my address was incorrect later after I had verbally confirmed. Countless calls with various agents who all gave incorrect info or mislead me. Was then told it would take another e0 day review bc of address. I said No and was pro.ised by various SUPERVISORS that I would recieve a call to resolve within 24 to 48 hours. STILL NOTHING. CUSTOMER SERVICE AND ADMIN IS TERRIBLE!!!!!!!!!

  Business response

  11/07/2024

  Hi ***** *********
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Thank you for the confirmation.
  
  Correct, the refund is for ****** USD, the refund has been completed under new MTCN that was shared with you via email
  
  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.
  
  
  
  Sincerely,
   
  ******* C
  Executive Resolutions Team
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 17, 2024, I purchased and mailed a $500.00 money order through Western Union to Discover Card. When I learned it was cashed on July 29, 2024, I contacted Discover Card, which confirmed they hadnt received it.Upon discovering this, I contacted Western Union, who advised that filing a Money Order Tracing Request was my only option. I submitted this request on July 30, 2024. After multiple follow-ups, over 70 days later, on October 10, 2024, Western Union finally emailed me a photocopy of the cashed money order, revealing that the payee, purchaser name, address, and signature had been altered. Ive spoken with various Western Union representatives, all providing inconsistent information about my case. Some said a refund check was processed on September 30, 2024, and should have arrived by October 14, 2024; however, I have not received any refund. Other representatives suggested to file a police report and complete a notarized Purchasers Affidavit form, which I did. I mailed the notarized affidavit on October 26, 2024. On October 31, 2024, I was informed by Western Unions ****************** that the forgery process would begin the following week, with an estimated processing time of up to 120 days.This experience has caused significant frustration and financial inconvenience. I seek BBBs assistance in ensuring Western Union expedites the refund process and improves transparency and consistency in its customer service. Thank you for your attention to this matter.

  Business response

  11/10/2024

  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 are having issues with the refund of a Money Order that was altered.
  
  Thank you for your patience.
  
  Please note that we received confirmation that your claim has been processed. Please note the refund will be issued during this week, kindly allow ***** business days for delivery to be 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.
  
  ******* C
  Executive Resolutions Team
  
  Please read our Privacy Statement to find out how we process your personal data.
  
  

• Initial Complaint

  11/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There is money owed me that they have not refunded me , I keep getting the run around.

  Business response

  11/11/2024

  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).
  
  Unfortunately, I couldnt reach you at the phone number you provided. Please note that after thoroughly investigating your concern, the **** 113-469-5351 was successfully refunded on 11/07/2024 to your original payment method, kindly be informed that digital refunds may take up to 7 business days to be credited to your original payment method, depending on your financial institutions refunds policy. If you do not receive the refund by 11/18/2024, feel free to reach out to us again to further assist you.
  
  As a thank you, we want to offer you a promotional code for a zero-fee money transfer.
  
  Q6301-106000342          Expire 12/31/2025
  Q6301-106000359          Expire 12/31/2025
  Q6301-106000367          Expire 12/31/2025
  Q6301-106000375          Expire 12/31/2025
  Q6301-106000383          Expire 12/31/2025
  Q6301-106000391          Expire 12/31/2025
  
  The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.
  
  At Western Union, we take every matter seriously to improve your experience with our services.
  
  If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.
  
  Sincerely
  
  ***** *.
  Executive Resolutions Team
  
  
   
  Please read our Privacy Statement to find out how we process your personal data.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 5th 2024 I purchased 4 money orders for rent through ****** union. In submitting the money orders to my leasing office I forgot to tear off one of the receipts and this money order *********** is missing. I mailed in the request for a refund for the missing money order on August the 13th. At first they were saying they never received my request for a whole month. I did a money order tracking through **** for the ***** request I tracked my money order which I purchased through **** my money order was cashed in August. But they never started my refund process so on Sept 14th they gave me a case number. ********* with confirmation it was received after I told them they had cashed the money for the request. 6 to 8 weeks is the refund process and my money order is still outstanding. No stop or determination of the money order being lost has been made. They even gave me an escalated case number on Oct 4 2024 *********. On Tuesday the22nd of Oct they said I would receive a refund by check by the Oct 28th. On wed 30th they said I would get a western union tracking number within 48 hours by email that they had escalated the case once more. When I call today to see why I haven't received a tracking number they said they don't see where a refund request was ever received for my money order. I am being scammed not only have I followed the guidelines for a refund request and I out of 5***** total the original money order that was lost and the money order they cashed for the refund request. That they are saying they have not initiated but yet I have two case numbers. Please assist if possible

  Business response

  11/04/2024

  Hi Rykea Conquest,
  
  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 Money Order.
  
  Unfortunately I was unable to reach you via phone, however please find details below:
  
  Please note that we have completed the refund via MTCN share to you via personal email address.
  
  Please check your inbox and reach out if you have any question.
  
  
  
  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

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two money orders on 08/07/2024, and accidentally threw them away after cleaning out my car at a car wash. I mailed a research request form along with a money order for $30 on 09/19/2024. After not hearing anything for a few weeks, I call customer service. The first representative wont even confirm whether or not they received documents, another escalates the call to which I dont hear anything for almost a week. I call again, and am at one point being hassled for the tracking number on the money order I sent in the mail with the research request form. I reiterate to him if they have the documents, the money order is in there. I did not have the money order receipt on me at that moment. I simply was trying to get an update. I asked to speak with a supervisor who does another escalation and ensures the team will respond by Thursday. I called yesterday (Thursday) morning to which Im informed that a tracking number to do an in store pick up will be sent by that evening. I dont receive anything. I call today (Friday) and the representative says the escalation wasnt even viewed yet. Im tired of explaining the situation repeatedly, to be told something different every single time. Either you have my documents, or you dont. Either youre refunding the money or youre not. Id have no issues resubmitting my documents, but I cant even get a concise answer on if the documentation has been received or not.

  Business response

  11/04/2024

  Hi ****** *******,
  
  Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.
  
  Im one of the Executive Resolutions team experts at Western Union who is handling your claim where you mentioned that you have not received the refund of two Money Orders.
  
  Please note that we have completed the refund for the Money Orders and information was shared with you via email.
  
  Please note that the Refunds are currently available for collection at the nearest Western Union location.
  
  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
  

*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. ↩