Consumer complaint received 2018-11-26
Company: WESTERN UNION COMPANY, THE
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Lost or stolen money order

Complaint:
I have been working with XXXX XXXX  representative XXXX XXXX and with Western Union since XX/XX/XXXX to resolve issue regarding my rent money order in the amount of {$810.00} that was stolen, forged and cashed. On XX/XX/XXXX I received a letter from XXXX XXXX Customer Advocate, XXXX XXXX, stating that my issue was assigned to XXXX XXXX and that she would work with me and Western Union to get this issue resolved. I have attached that letter. On XX/XX/XXXX I received a letter from Western Union dated XX/XX/XXXX stating that my money order # XXXX for {$810.00} was denied by cashing bank, XXXX XXXX. With an apology that they must comply with banking regulations. The letter they enclosed from XXXX XXXX  was dated XX/XX/XXXX stated my claim for reimbursement was being denied because of time limits. My original request for investigation and attempt at recoupment was on XX/XX/XXXX, when it was discovered that the Apt manager 's office was robbed where I live. I sent in my claim for forged and stolen money order XX/XX/XXXX. This information red flags me because I submitted all necessary paperwork, including police report # and officer assigned case well before any time limit requirements. What I have since found out with my XX/XX/XXXX conversation with XXXX XXXX, XXXX XXXX had not heard of my complaint and had no records from Western Union regarding my issue. Ms XXXX and I spoke XX/XX/XXXX and she advised me she had called Western Union but was getting transferred around and not getting the information she needed and asked if I would call and try to get the information.I called Western Union and spoke with XXXX on XX/XX/XXXX. XXXX advised me that she couldn't give me the information I was asking for only XXXX XXXX  could get that info. I gave XXXX the XXXX Rep 's name, XXXX XXXX and ph # XXXX and asked her to please make sure to send all claim information directly to her because she was handling my case. I called XXXX XXXX back and let her know Western Union would not give me the information she needed and that I gave her info to them. I spoke with customer service at CFPB about new information and was advised to make new complaint and I did so XX/XX/XXXX. I spoke again with XXXX XXXX in XX/XX/XXXX. She called because she had not received any claim information. She also advised me she had called the contact at Western Union, after being transferred around several times, XXXX XXXX at XXXX ext XXXX, three times and was forced to leave voice messages. She also advised me she emailed XXXX XXXX as well. I received on XX/XX/XXXX a response from Western Union on my complaint stating they consider my issue resolved because the cashing bank, XXXX XXXX, denied my claim and they cited letter dated XX/XX/XXXX. I received email today, XX/XX/XXXX that refund check # XXXX was issued on XX/XX/XXXX for {$810.00} and was sent to Western Union, attention of XXXX XXXX, for me. As of today, I have not received this refund check furthermore I would never had known it existed if I had not emailed a plea to Western Union to work with XXXX XXXX on XX/XX/XXXX with a Cc to Ms XXXX. I am tired and emotionally spent. I just want my refund from XXXX XXXX and Western Union needs to locate it with their employee XXXX XXXX and send it to me so I can give it to my Apt Manager.

Company response to consumer: Closed with explanation