Consumer complaint received 2020-09-21
Company: WESTERN UNION COMPANY, THE
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Fraud or scam

Complaint:
Western Union Per your response XXXX XXXX has the payee information. Your responses keep changing. Your customer service team told me to pay you {$15.00} to receive the endorsed information for this money order and now you are telling me to call a XXXX XXXX bank to get this information. Useless. Stop telling me to call XXXX XXXX when you again have refused to send me your XXXX XXXXXXXX XXXX contact information ; your XXXX XXXX contact phone number, their bank routing number, your bank account number that this specific money order was cashed from, a tracking number for the money order to be traced by XXXX XXXX, etc. You refuse to answer questions with FACTS. I need to know if Fraud and/or Scam occurred with this money order and calling you has not helped when you tell me that XXXX cashed this money order with no proof provided from you. Please refund me all of my money or send me proof that XXXX cashed this money order. I paid you {$15.00} for facts not to be told to call a XXXX XXXX XXXX. 

YOUR COMPLAINT NO COPY OF WHO ENDORESED THE MONEY ORDER HAS EVER BEEN RECEIVED from Western Union. DEFINITION OF ENDORESED - Sign ( a check or bill of exchange ) on the back to make it payable to someone other than the stated payee or to accept responsibility for paying it ) I am not asking for payee information. Western Union please send a copy of facts : a copy showing bank account tracking information such as the XXXX XXXX routing number and account number that the money order was cashed from that also shows that XXXX stamped or signed the money order. A blank money order shows nothing and just saying that Western Union sent three copies and to call XXXX XXXX means nothing. Fraud and Scam. Money was paid to Western Union to provide this information to me. Western Union has been deceptive in providing me with proof/factual information on who cashed the {$130.00} money order that I paid for and has refused to provide me with a copy on who endorsed the money order. I have requested for months that that Western Union ( Western Union Reference Number : XXXX ) give me traceable information on who cashed the money order and as of today, XXXX, they have refused to provide facts and keep providing useless responses. A copy of the money order is attached. The problem occurred in XX/XX/2020 after my bill was not paid. I contacted the XXXX XXXX XXXX ( complaint ID # XXXX ) to resolve this with no conclusion after Western Union refused to send me a copy on who endorsed the money order. Western Union also closed the case since they sent me a copy of the front of the money order and a blank copy of the back of the money order. I also contacted FTC with a complaint and never received a response. I need the following facts on who endorsed the money order who cashed it and where did the money go since XXXX never received it. Western Union refuses to send me the following after they told me to pay them {$15.00} to receive a copy of the front and back of the endorsed money order. I have never received the following from them : company name or person who endorsed the money order a copy of the back of the endorsed money order ( not a blank copy of the back of a money order ) the bank account number that the money order was deposited to the banks name or routing number. 
Company 's Response Western Union Reference Number : XXXX Dear XXXX XXXX, Western Union is writing in response to the complaint received from you through the Consumer Financial Protection Bureau ( CFPB ) portal. In your complaint, you indicate that you would like to have the information of the person who received the money order. Please keep in mind that Western Union does not acquire any information regarding the payee of the money order as this information is recorded and retained only by the Bank of First Deposit. The Bank of First Deposit in this case is XXXX XXXX. Western Union recommends contacting XXXX XXXX in order to obtain any details regarding the payee of the money order. Western Union has concluded its investigation, however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at XXXX, and provide the Western Union Reference # :  XXXX. You may also email us at XXXX. Sincerely, The Western Union Executive Resolutions Team

Company response to consumer: Closed with explanation