Consumer complaint received 2018-11-12
Company: WESTERN UNION COMPANY, THE
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I used Western Union ( WU ) money transfer services at XXXX, XXXX XXXX XXXX, XXXX, MD XXXX to transfer XXXX XXXX, XXXX XXXX dollars ( {$1200.00} ) to XXXX XXXX, my brother in XXXX. 

Due to XXXX holiday festivities in XXXX ( XXXX ) and local WU agent/vendor systems ' lack of connectivity XXXX couldn't immediately receive the transfer. When businesses reopened on Tuesday XX/XX/XXXX I got a text at about XXXXET from WU that XXXX picked up the money, but the person wasn't my brother so I immediately informed WU that someone else fraudulently received the transfer. WU sent a canned email to wait for a 20-day investigation. 

After 4 weeks I got letter that I won't be reimbursed. A copy of the investigative report which I had asked for copies in my interactions with WU on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX wasn't included. It became apparent that WU didn't care- not committed to resolving my case- probably because they have the resources to hire the best PR/legal minds available. 

In frustration due to contemptuous treatment and blatant stonewalling, I emailed WU 's CEO, XXXX XXXX on XX/XX/XXXX and XXXX XXXX XXXX XXXX, an Executive Resolutions Specialist replied stating that the case is open. She emailed on XX/XX/XXXX that the money was paid to my brother. I replied/asked for the investigation and on XX/XX/XXXX she stated that she won't release it to me because of consumer privacy issues - but I'm the consumer who lost {$1200.00}. 

She said I share these information with local law enforcement for a subpoena request of their investigation to be sent to : XXXX or mailed to XXXX XXXX XXXX XXXX XXXX XXXX, Attn : Custodian of Records, XXXX XXXX XXXX XXXX, XXXX, XXXX, CO XXXX quoting fraud file # : XXXX. 

The XXXX Police Department said they dont have the power to subpoena for information so I contacted the Marylands Department of Labor, Licensing and Regulations ( DLLR ) who subpoenaed WU. DLLR sent me those documents sent by WU, and I respectfully disagree with WU 's conclusion of which DLLR accepted. Based on the documents provided, WU paid the money to someone whose face and signature I don't know. The issue that WU doesn't want to acknowledge is that either hackers or their vendors are sharing money transfer details with others - so scammers took on my brother 's identity and had all the money transfer details to fraudulently claim my money. Unfortunately, I'm not the only one and WU doesn't want to acknowledge that their vendors and/or hackers are stealing customers ' money transfer. 

Please is there anything your office could do to help me recover my {$1200.00}? I'd be eternally grateful for your help I state unequivocally that XXXX and I are the only 2 people who knew about the transaction. I re-affirm that he didn't make the withdrawal - he was nowhere near the place the money was collected. This {$1200.00} is my hard-earned money and WU needs to refund me. It's lapses in their supply-chain that caused this theft. WU reneged on their duty of care and trust

Company response to consumer: Closed with explanation