Consumer complaint received 2021-04-22
Company: WESTERN UNION COMPANY, THE
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I have contacted Western Union by phone at the following phone numbers more than 27 times during the past week : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX extension XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Between XX/XX/2021 and XX/XX/2021 I placed three money wires with Western Union Representatives. 

The first on XX/XX/2021 tracking number XXXX for {$2900.00}. Confirmation # XXXX was given to me as proof that the wire had been confirmed by the receiver. 

The second money wire was sent on XX/XX/2021 tracking number XXXX for XXXX. Confirmation # XXXX was given to me as proof that the wire had been confirmed by the receiver. 

The third money wire was sent on XX/XX/2021 tracking number XXXX for {$5000.00}. Confirmation # XXXX was given to me as proof that the wire had been confirmed by the receiver. 

A total of {$12000.00} in cash was supposed to be wired to XXXX XXXX, XXXX XXXX, to their bank account at XXXX XXXX XXXX  in XXXX Ohio. 

These wires were performed as directed by Western Union Representatives following all of their directives. 

To this day the money still has not been received to the bank I wired it to. 

Western Union has been duplicitous and has consistently mis-informed me on a daily basis that the money was deposited into XXXX XXXX, XXXX XXXX 's bank account at XXXX XXXX XXXX. NONE of the wires that I sent have been wired into XXXX XXXX, XXXX XXXX 's bank account. 

After realizing the money was not wired as expected, I have attempted to locate and have my cash refunded. 

While attempting to get my cash refunded, I have been told, again, more than 12 times, by Western Union Off Shore Customer Service that my {$12000.00} was confirmed and received by XXXX XXXX, XXXX, XXXX at XXXX  and XXXX XXXX. NOT SO!! 

XXXX XXXX  XXXX XXXX, a legitimate and respectable banking entity, says no money has been received. After spending more than 11 hours on the phone demanding that I speak to supervisors, I finally spoke with a competent Western Union customer service rep 'XXXX  ', agent ID # XXXX, at ( XXXX ) XXXX extension XXXX, in the Western Union Corporate Switchboard Department , off shore, who stated after 2 hours of conversing that in fact, I was right to be concerned, that not only was my money not received by the bank I sent it to, but that it will not ever arrive due to mistakes on Western Unions part. 

Western Union stated to me that due to a mistake on Western Union 's part, the cash will need to be refunded to me and that I was ill advised in the first place with regard as to how the cash should have been sent. 

I then spoke with both 'XXXX  ' in the XXXX Colorado Corporate Office and then spoke to 'XXXX  ', agent ID # XXXX, in XXXX, XXXX, both, yesterday, on XX/XX/2021 between XXXX XXXX Pacific Coast Time and XXXX XXXX Pacific Coast Time respectively to facilitate my refund. I was told that I would be able to pick up my refund yesterday, in cash. 

I am still waiting to receive the information as to how I will pick up my cash refund. 

Western Union has been holding on to my money for a week now with no answers as to where my money is. I have been dismissed and misguided every time I have inquired as to the location I can go to accept my cash refund.

Company response to consumer: Closed with explanation