Consumer complaint received 2018-06-19
Company: WESTERN UNION COMPANY, THE
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
To Whom It May Concern, RE : Tracking number XXXX XXXX XXXX XXXX- Western Union XXXX XXXX XXXX XXXX. XXXX XXXX I am submitting a complaint because Western Union is refusing to give me my money back after they were unable or unwilling to wire the money. 

On Wednesday at the XXXX XXXX and XXXX location in XXXX Ca., I entered into their store and requested they wire {$1000.00}. From the beginning they were asking a bunch of discriminatory questions and made me feel real bad. They asked where I was born which I believe is wrong because it can lead to discrimination. But I answered them that I was born in XXXX XXXX CA. in XX/XX/1977. Then they asked why I spoke and understood English so well. I then answered them that I have a degree from a University and a Law school degree and that it should be enough to help me understand. 

They then asked me what the money was for. I told them that it was to cover the cost of a purchase of land. My family in XXXX owns a large farm. When my grandparents passed away they gave pieces of the large farm to each of my aunts and uncles except for one piece that went to the entire family. For years there have been fights and discussions on dividing that piece of land among them. Finally my aunt, the eldest, said that she would buy that part and pay each sibling off. She made payments to all of her family through my uncle but was a little short. That is when my mom and I said that we will lend her the money and pay {$1000.00} to my uncle in XXXX. For years my XXXX has loaned us money especially to cover law school tuition. So I went to Western Union to wire the money to my uncle.

The next day my uncle went to the Western Union location in XXXX and was told that he could not pick up the money. He was told that the second last name was not listed. 

I went to Western Union the following day and told them what happened. This is were they really treated me unfairly. At the counter the lady told me to write the second last name on the receipt so I did. She then logged onto to her computer and told me the transaction was no longer on her computer. I told her that was wrong. To find out that the transaction was not listed caused me emotional distress because that was {$1000.00} of my mom 's and I hard earned money. She then told me to sit down and that they were going to call her headquarters. I told them to give me my money back and that there is no reason for it not to be listed. After about 20 minutes they gave me a sticky note telling me that I had to write a letter to their headquarters to get my money back because it was not that his second last name was not listed but because he has received to much money. They also said that my uncle has to give them his ID and signature at the location in XXXX, but that is unfair because they already have that information from previous transactions. They are also asking that I submit my ID and signature but they already have that. 

At that point I felt sick because I sensed they were being really unfair. At first they told me to write his second last name, then they told me the transaction was not on their system, and finally they said that it was because my uncle has received to much money. Western Union was very unprofessional not being able to give me a clear answer as to why the transaction never went through. 

At this point I am fed up with their discriminatory questions and unprofessional ways and want my money back. On the receipt it states that in California if the transaction does not go through I am entitled to my refund within 10 days, or else I get a refund plus a {$1000.00} penalty and attorney fees.

Company response to consumer: Closed with explanation