Consumer complaint received 2023-06-17
Company: WESTERN UNION COMPANY, THE
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
This is a continuation of COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 XXXX : I used Western Union to send {$1000.00} to my travel agent in XXXX, XXXX. The agent banks with XXXX XXXX. XXXX claimed to have sent the money to the receiver on XX/XX/XXXX. But to this day, the receiver has not received the money. XXXX XXXX also denied receiving the money. For XXXX months I have been writing to the receiver, the local bank manager, and the CEO of the bank, and of course XXXX both by phone and in writing. I have shared with them all the information XXXX gave me. It seems like I have no personal way to locate the money and XXXX was of no help. So I started to lodge a complaint with CFPB hoping for the recovery. In response to my last complaint ( ID on top ), the company sent me another letter saying the same thing that they said in the previous letter. I wrote to them the following today : Re : Western Union XXXX XXXX ID XXXX [ ref : XXXX : ref ] Inbox XXXX XXXX XXXX XXXX ( XXXX minutes ago ) to XXXX, me Dear XXXX XXXX, XXXX XXXX XXXX response, which was in response to my second complaint to CFPB. Here is what you wrote on XX/XX/XXXX : " Please be advised that the Money Transfer XXXX XXXX was successfully delivered on XX/XX/2023 with reference # XXXX, kindly provide your receiver with this reference number, thus they can raise this with their bank in order to locate the funds. '' It appears that you did not read my complaints. In both I clearly mentioned that I did what you are asking me to do. In fact, I wrote to the receiver and talked with him several times. Then I wrote to the bank manager, and then to the CEO. All I got was denial from all quarters. I can not understand why you ignore what I have been telling you. Below is what I wrote to the receiver ( who is a personal friend ) in late XXXX, followed by what he wrote to me on XXXX. Previously I provided documents that showed that they have denied receiving the money. 

My letter to receiver : The bank transfer problem persists Conflicts XXXX XXXX XXXX Wed, XXXX XXXX, XXXX to XXXX, me Dear XXXX, I am wasting a lot of time attended by harassment over the transfer with XXXX, weeding out old information and stressing that I need more direction of what I should do. Of course this is not your fault. 

I had sent a letter to XXXX, as directed by them, in which I attached the documents of denial from you to me, your question to XXXX XXXX of XXXX, and XXXX 's denial of the receipt of the money. to you. 

Today Western Union told me to ask the bank to provide in writing ( please formally, not an email message that does not identify the person and his position with the bank ) a statement that XXXX has no record of deposit with reference to this reference number of deposit : XXXX XXXX should explicitly state that with respect to this reference number of deposit, he has no record. Sorry to be repetitive but want to make sure there is no ambiguity in the message. I will then forward that to Western Union for further action. 

XXXX XXXX The receiver 's XXXX message of XX/XX/XXXX is : XXXX XXXX XXXX XXXX ( XXXX minutes ago ) to me XXXX, I met with the bank and they are not willing to entertain any further request as they have confirmed the money has not received. 

Only thing they can try to do with their head office is to investigate the movement of the fund if you get swift acknowledgement with a serial number from XXXX. 


I specifically pointed out a few issues that keep the affair very clouded. 

1. Why was I told by XXXX the very first time I called to report the missing money that the transfer was rejected. 

2. I have done all that I could do with my limitation on information gathering. Why are you not presenting the facts of the transfer to the bank so that they would have chance to tell you that the money was not received by them? 

3. Why is the bank saying that they are not integrated ( their language ) with XXXX, so the money could not be received by them? 

I have no way to deal with these. You can, with your network and having dealt with XXXX XXXX ( I have not dealt with them ). 

From your response just the day after I lodged my second complaint, it does not instill any confidence in me that you have looked at the issue at all, and merely gave me the old claim. 

Please help. 

XXXX XXXX

Company response to consumer: Closed with explanation