Consumer complaint received 2018-10-09
Company: WESTERN UNION COMPANY, THE
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/2018, I stopped by XXXX in my neighborhood XXXX XXXX, MD ( approximately between XXXX - XXXX XXXX ) which has a Western Union ( WU ) money transfer counter in the grocery store. On that day and time-period I provided the XXXX employee with information regarding my checking account with XXXX. I provide the funding that I needed to be transferred {$150.00} and {$10.00} ( all cash ) extra to expidite the transfer ( {$160.00} ). Received a tracking # XXXX. 
On XX/XX/2018, I read something regarding the transfer in regard to type of accounts that money can be used to transferred to ( Credit Card and Insurance ). I realize the mistake of me giving my checking account #, so I immediately called Western Union to provide the correct information, since the money would be actually for my insurance policy at XXXX. The information was provided to a WU customer service employee, who mentioned that the change would take 24 -48 hours. On XXXX XXXX I checked both XXXX accounts checking and insurance, nothing from WU had processed. Called WU that same day spoke with a customer service rep., who informed me that it may take another day or two. On XXXX XXXX, I called XXXX, customer service to inquire regarding any transaction that have been processed from WU. Nothing in their financial system tracking system regarding the {$150.00} from WU. I immediately called WU to let reps from the customer service know what I had found out from XXXX, and to provided me with a refund. I explained the what happened previously throughout this process and requested that I receive a refund. The WU rep recorded my information in their log and mention that it would take 24-48 to process the refund request to XXXX. 
I do not want to continue with more of the same information that would be repetitive. Just to state to date I have spoken with a representative and several supervisors from WU once or twice each week since XXXX XXXX As well as left on hold several times ( 20 - 35 minutes ) when asked to speak to a supervisor. No one return to the phone or I have never received a return phone call. It also seems when speaking to WU reps, that everyone reads from the same customer service response sheet regarding answering my questions regarding my refund. During each call it has been mentioned by WU rep 's and supv. that my request was escalated to WU account section and that email has been sent to XXXX regarding refund. I did eventually during the last week in XXXX get the date and time that the transaction processed on XXXX XXXX at XXXX with WU tracking ID # XXXX. I have provided two supervisors with XXXX ACH fax # XXXX that WU could send Letter of Indemnity. 

Please also to date I have also spoken with an XXXX customer service rep 's, wire transfer rep 's and a Supervisor regarding this situation each week regarding their response to the WU email. I did provide the XXXX rep 's with information regarding the WU transfer such as the date and time the tracking # s. To date they can not find any information regarding the transfer of the {$150.00}. A supervisor and customer service representative have provided me with their ACH fax # XXXX, that WU could send a Letter of Indemnity or information needed to track funds. Base on my conversation with the Supervisor that I spoke with no one can assist me with this situation until they receive information from Western Union ( WU ). 

To date that's all I can get from both financial organizations. To me it seems that both companies have broken processes or systems that do not connect.

Company response to consumer: Closed with explanation