Consumer complaint received 2019-01-06
Company: WESTERN UNION COMPANY, THE
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Lost or stolen money order

Complaint:
XX/XX/XXXX To whom it may concern : On XX/XX/XXXX, I XXXX XXXX, purchased a money order through Western Union Transfer Company ( money order # XXXX ). The money order was purchased at XXXX store # XXXX. The money order was written out to XXXX XXXX XXXX for the amount of {$660.00}. I took the money order to the XXXX XXXX XXXX after hours drop off box, placed money order inside of the drop off box. I later discovered that the money order was somehow stolen from XXXX XXXX XXXX office. The stolen money order was cashed at XXXX XXXX XXXX  on XX/XX/XXXX. 
I received a copy of the forged money order along with other banking information associated with the stolen money order by a XXXX XXXX XXXX  Representative, that documentation has been uploaded. I contacted Western Union to make them aware of the stolen and forged money order, I was instructed by a Western Union forgery department representative, to fill out the back of the money order receipt, then send to Western Union Forgery Department located in XXXX Colorado. I was told that I would receive a Western Union Intended Payee Affidavit paper to take to XXXX XXXX XXXX to have paper filled out and signed by XXXX XXXX owner/manager then send notarized paper back to Western Union Forgery department and I would be reimbursed for my lost. 
On XX/XX/XXXX, I sent the completed Affidavit back to the Western Union Forgery department. The affidavit was sent certified mail by USPS. The Affidavit was received by XXXX XXXX XXXX at the Western Union Forgery department. I contacted Western Union Forgery department a week later to be informed that the affidavit never arrived at the forgery department. I called Western Union forgery department a week later to be informed once again, that the affidavit had not arrived or been received at the forgery department by any of the representatives. A Western Union forgery department representative mailed to me ANOTHER payee affidavit form to be completed by payee. Once again, I repeated the process of having affidavit form completed and mailed back to the Western Union forgery department. 
Refusing to be disappointed again, I made copies of the completed payee affidavit form along with certified mail documents, also affidavit and certified mail documents are uploaded to my case. On XX/XX/XXXX, I called and spoke to a forgery department supervisor to be told that Western Union had not received completed forgery affidavit. I called Western Union to speak to a forgery department supervisor and was routed to a Western Union customer service representative. As of today, no one has contacted me from the forgery department to let me know the status of my money order claim. I am discouraged and outraged over the way Western Union has handled this claim. I have been a Western Union customer for more than 20 years. I am requesting assistance from your department to contact Western Union to see why they are not being a company of integrity and not complying with the reimbursement instructions.

Company response to consumer: Closed with explanation