Consumer complaint received 2022-05-13
Company: WESTERN UNION COMPANY, THE
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other service problem

Complaint:
On XX/XX/XXXX, I attempted to transfer {$120.00} to a friend of 15 years in XXXX. My transfer was not processed with no explanation. I complained and was assigned a case number, XXXX. A short time later, I received an email with XXXX answer : Hello XXXX XXXX, Were writing to let you know that, unfortunately, to meet our regulatory and compliance obligations, we are unable to continue providing you with money transfer services using Western Union. Accordingly, we can not complete any money transfers you may attempt to send or receive in the future. 
Due to our internal policy and local regulations, we can not disclose any specific details why your service has been discontinued. However, you can refer to the Terms and Conditions section atwesternunion.comfor more information. 
We are sorry for the inconvenience and thank you for your understanding. 
Sincerely, Although, I sent amplifying information to XXXX   on several occasions, I received some version of the above in reply after each attempt. 

I have experienced this frustration with XXXX  before. Some years ago I managed a XXXX XXXX XXXX  drive on behalf of a XXXX family, whose home was badly damaged by Hurricane Dorian. I am a frequent visitor to XXXX XXXXXXXX and such help efforts were common among frequent travelers to the country. They are the XXXX family of XXXX XXXX, XXXX, one of the most badly damaged regions by Dorian. Though, I did not know the XXXX  personally ( I do now ), I received their name from a trusted XXXXUS resident who was working to pair families needing help with individuals willing to help them. 

I was able to collect quite a lot of money for the XXXX, but, when I attempted to transfer it to them, the XXXX transfer was initially blocked by XXXX I was interviewed by a XXXX  representative by phone and had to admit that I did not know the Family personally, but was confident in the network that brought us together. However, XXXX  wouldnt make the transfer. I was able to get them their money when they came to Florida to buy building materials. Some time later, I was able to hand the XXXX  the residual of what I had raised for them as we met for the first time for dinner during a XXXX trip to XXXX. Then, I also learned that XXXX XXXX, intended recipient, had been banned from using XXXX treatment now clear, she didnt deserve. 

I received no such notification. I now believe the XXXX transfer and my current problem are connected, though I didnt realize it initially. Though the XXXX situation was totally legitimate, the situation with this current transfer attempt is completely different. I have a 15 year history with the recipient, having visited him and his family in their home twice during that period. Additionally, the relationship I have with XXXX and his family is by virtue of my long sponsorship of the young man that can easily be verified by contacting the US based, international XXXX, XXXX XXXX ( attention XXXX XXXX XXXX, which fostered our long and caring connection. Children are graduated from XXXX program shortly after reaching XXXX, which occurred in XXXX for XXXX. 

During the past decade and a half, I have helped XXXX and his family with the childrens education, helped start a family business which continues, provided added support due to Covid caused loss of income, sent XXXX sister to nursing school which she completed successfully, and helped build their home. All funding required was transferred via XXXX XXXX. My work with them is not finished as XXXX, with help, will go to university. But, they are a poor family and still need help transforming their lives, a change that may last for generations. 

However, I cant use XXXX XXXX to facilitate needed funding. I successfully transferred a small dollar amount directly to XXXX savings account from my XXXX XXXX XXXX XXXX account. However, fees charged by XXXX and intermediary banks were quite high, and I turned to XXXX  as possibly a more effective transfer method, only to be dealt an unreasonable and unexplained curveball by XXXX, and receiving the for-mentioned email response at every juncture.

All of this information was provided to XXXX I doubt they read it. I am a retired XXXX XXXX XXXX, a veteran of three wars, a retired XXXX XXXX XXXX, a husband, father, grandfather, and solid citizen in every respect, and I deserve some. My only crime here it trying to help an ambitious, capable, and deserving family escape poverty. I do not deserve this callous, bullying treatment by this large company. To add insult to injury, I was contacted by a XXXX  component due to an uncomplimentary review I had submitted. They asked that I forward the email I had received saying I had been banned, apparently for review. I did so. Moments later I received, once again, the familiar answer. All they wanted was the verbiage in order to provide a consistent answer. This personifies the XXXX   attitude all along. Never once did they consider my arguments. Perhaps XXXX can get them to do so.

Company response to consumer: Closed with explanation