Consumer complaint received 2017-11-07
Company: WESTERN UNION COMPANY, THE
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On the morning of XXXX/XXXX/XXXX I received an email about a WU money transfer involving {$1100.00}, with a service charge of {$120.00}. WU XXXX XXXX XXXX. XXXX. Since I did n't make this transfer, I immediately called WU XXXX number to report the fraud. I asked WU to cancel this transaction and my WU account, which I rarely used. WU provided fraud file XXXX. XXXX to use as reference. They suggested that I change my email address/password. I chose to change my password. They suggested that I go to the local police department and make a fraud report, and for the PD to reference the WU fraud file number when they call them. I went a couple of hours later and made the PD report. I will go back in a few weeks to request a report copy for my records. I contacted the three credit reporting companies to put an alert on my accounts, and obtained credit reports. The credit card XXXX cc ) used to make this WU transaction is not recognized by me : XXXX, last four - XXXX, expiration XXXX/XXXX/XXXX. On XXXX - I received an email from WU stating that : '' Cancelled Money Transfer. We have cancelled your money transfer with tracking number ( MTCN ) XXXX. If you were already charged, we are also processing your refund. Please note that it may take 7 business days for your bank to credit your account. '' On XXXX I received an email from WU : " Either by your request or for your protection, we 've deactived your account. If you did n't make this request, please email customercare@westernunion.com or call XXXX immediately. '' My complaint is that WU is not providing me with enough information/feedback to know what is going on with this fraud complaint and take appropriate countermeasures. I am very upset over the fraud because it remains unresolved. Either the fraudster made a new cc under my name, used a cc that I may have lost track of ( very unlikely ), or according to XXXX may have used a cc with someone else 's name ( very strange idea? XXXX. I ca n't be comfortable without having complete resolution with all necessary, needed facts. I had called XXXX, and they said they could n't help me clarify the CC situation because they just supply credit cards to banks, and do n't have the details. They would need the cc number and bank that issued their card to be able to do anything. 

What I want or want answered is : 1. I would like clear status reports regarding WU 's investigation.
2. I would like to know if my local PD contacted them regarding this fraud event.
3. I would like to know the details as explained regarding the credit card used to purchase this money transfer. Then I can have closure in being able to ask for cancellation of the cc if it was fraudulently issued in my name, or be able to cancel the credit card if it is a misplaced credit card I actually had, or was issued and not received.
4. I would also like to know how this person supplied my WU account number, or was an account number made up for this transaction.
I need this information to obtain closure and finally feel comfortable that everything is back in order.
Thanks!

Company response to consumer: Closed with explanation