Consumer complaint received 2022-01-20
Company: WESTERN UNION COMPANY, THE
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2022 I initiated transfer for {$12.00} with Western Union which went successfully. Right after that I initiated another transaction for {$10000.00} and at the end I was asked to submit front and back photos of my drivers license as a proof of identity. Immediately after submitting ID copy and transfer request, I received an email saying following. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - " We wanted to let you know that we are reviewing your recent money transfer. This review typically takes about 30 minutes. 

There is nothing you need to do at this time. However, we may need to contact you on the information you provided in your profile. 

When we are finished with our review, we will notify you at *****. XXXX ( My personal email ). '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - It had been more than 30 mins ad I did not receive any email from Western Union, so I went ahead and call the customer service. Upon calling them, a customer representative told me that the transaction was " Settled '' on their side so money will be transferred within 0-4 days or 0-7 ( I don't remember which one but that is expected as usual ). After that I did wait for long enough for money to be debited from my account but nothing happened. So I logged back on the Western Union website and I still saw the same message about my transfer is being reviewed and usually takes about 30 mins, but I also saw an option to " Cancel transfer ''. So I went ahead and cancelled the transfer and my transfer status was in " Refunded '' status. Still no amount was deducted from my bank account. At this point I was relieved that the confusion about my transaction has been resolved but around the evening I saw debit of {$10000.00} from my account which was completely unexpected after all the confusing and misleading information. After that I called 2-3 times and ended up calling same customer representative manager who falsely promised that she will send email confirmation on the status of my transfer but never received a single email leaving me in limbo situation causing a lot more anxiety and sleepless night. On XX/XX/2022 morning I decided to give it one more try and called customer service again to see if I can get any update. After calling, I got in touch with a representative who told me that my transfer is in refunded status and upon asking she also sent me an email for the confirmation but she also mentioned that the refund will take 0-7 business days and expected refund date is XX/XX/2022. Now I have my fund stuck for 8 days due to all the confusion on Western Union side for no reason. During the time of COVID purpose of the transfer was to get ready with the financial need for emergency case but my money is unfortunately hold by Western Union.

I want to file a complain against Western Union for being very irresponsible about the communications and providing misleading and falsely information about my transfer and holding money for over a week even though it was their internal issue and not mine.

Company response to consumer: Closed with explanation