Consumer complaint received 2021-07-24
Company: WESTERN UNION COMPANY, THE
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On XXXX A wire transfer was executed for {$350.00} USD, to a recipient in XXXX The service used was Western Union. 
On XXXX The recipient went to collect the $ $ only to be told she was " blocked '', not to worry because " many people are being blocked ''. They told her to have the name on the wire transfer changed, that it would be an easy task, then the $ $ would be released to them. 
On XXXX I called to inquire with Western Union, chose XXXX to ensure communication was good. A woman named XXXX spoke with me, asked me to verify all info, I did. Then abruptly and rudely hung-up on me. 
On XXXX I called back immediately and got another woman on the phone, also named XXXX, but she was nice. She assured me the $ $ was readily available to be redeemed any time, that the recipient didn't show to be blocked. However, she did mention that in the last ten minutes there had been two attempts to collect the funds. The recipient didn't make these attempts since she was at work, simultaneously on stand-by [ virtually ] while I checked. 
I was told again, like the first time, that I would then have to go in person to request the name change at a local franchise location. 
On XXXX I went to a Western Union franchise and asked for the name change, they asked for ID which I've not readily available at this time. As it is highly relevant, millions of people don't have an ID at all. The name change was denied. Was told to call XXXX again. I called, the CSR told me without ID he can't make a change unless they can call me back on the phone I'm using, not the one listed [ not in service ]. I declined, this is my only and last protection against possible blackmail since my brother had been kidnapped in the past by cartels or the like. 
On XXXX I called back and got someone named XXXX or XXXX, he said if he could speak with the Western Union counter clerk and verify them too, he would make the name change. The clerk gave him all the pertaining info over the phone, when this was complete she heard a strange " there's been an emergency '' more or less kind of pre-recorded message and was hung-up on. 
On XXXX The clerk and I kept calling to no avail, the robot CSR even says he can help you make the name change, when you go through the prompts to do that, it tells you to go and call XXXX. 
On XXXX I chose the English language each time, on the XXXX XXXX, there were dogs barking in the background when I spoke with XXXX XXXX. 
I want Western Union to send me a refund Immediately not in two or three weeks or release the money at once, to the recipient. XXXX told me he could also give me a Customer Service number in XXXX for the recipient to call, and he didn't disclose it to the Franchise clerk or myself. 
On XXXX The CSR on the phone told me that there had been an attempt to collect from another town, initially she said from another State.

Western Union 's Refund Policy is fraudulent and exploitative of those without legal status in the U.S.A. they're vulnerable to major losses based on these policies which I find unjust, unfair, and should be deemed illegal.

I only know it as Western Union and it's a disparaged service. It appears the easiest process to send or pre-pay for example with a Money Order.

Another time I purchased a {$140.00} USD money to pay for postal services, it wasn't redeemed before a particular date and they wanted a {$15.00} dollar fee to refund the money. 
That created a hassle for me and for the Postal Service.

Company response to consumer: Closed with explanation