Consumer complaint received 2020-06-02
Company: WESTERN UNION COMPANY, THE
State: KS
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
I transferred {$2300.00} from my bank to XXXX XXXX to be delivered to an XXXX Bank. 

This is my third email explaining in detail. I have not received any reply for my emails except demanding unreasonably to pay them for services WHICH WAS NOT PROVIDED. THEY TOOK MONEY BUT NOT TRANSFERRED WHILE I WAS ON MEDICAL EMERGENCY IN A FOREIGN COUNTRY. 
My correspondence with western union as below : You have been harassing me through your communications and phone calls for the last one month. I insisted that you have not provided the service you are demanding. In spite of the money transferred, you fail to deliver it to the bank account in XXXX where I am undergoing treatment in intensive care unit of a local hospital. There is a medical emergency and you totally ignored it. I explained in my earlier email that My wife needed to borrow money from a local vender paying high interest in an medical emergency. I also emphasize again, that I am a senior citizen of XXXX  years with serious medical conditions. 

You caused me and my wife a great grief, stress and inconvenience, yet failed to deliver amount into my XXXX bank account. 

I assure you that I take appropriate legal action against through available consumer and legal agencies. 
Also, this is my final and concluding email to you. 

Sincerely, -XXXX  XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX <XXXX> wrote : From The Desk of XXXX. XXXX XXXX Begin forwarded message : From : XXXX XXXX <XXXX> Date : XX/XX/XXXX at XXXX XXXX  GMT+XXXX To : XXXX Subject : Re : Western Union WEB Transaction Validation Dear sir/Madam : I requested for a money transfer from my XXXX XXXX account to my bank account XXXX as I am suffering with very serious XXXX  XXXX XXXX XXXX and kept in XXXX  for a month and still undergoing treatment. I am XXXX year old senior citizen. The XXXX happened while I am in XXXX to visit my family members. The money transfer to a bank was requested to cover my emergency medical expenses and for other maintenance in a matter of urgency. 

The money was never delivered on time which caused impeccable inconvenience. I do not know why Western Union failed to fulfill in a matter of urgency, for transfer services I requested in a matter of urgency. 

As a result of your failure, my wife was compelled to borrow from a local private vender paying higher interest for the payment of my medical bills. We have to borrow from local vender as we are not allowed to borrow funds from official lenders because we are US citizens. As a result we were under lot of stress, XXXX and faced inconvenience as Western Union failed to deliver funds to a legitimate bank account. 

Hence, saying that Western Union provided any services is totally a False claim. 

I do not understand what legitimate reason you have failing to deliver funds as there was an emergency medical requirements to an American senior citizen of XXXX  years age suffering with serious medical conditions. 

Furthermore, I am considering to file a complaint with consumer forum and/ or other legal agencies explaining my medical emergency situation and how a western Union did not deliver funds AFTER RECEIVING FUNDS FROM MY BANK ACCOUNT in the time of need and anticipating the appropriate compensation for the inconvenience and damage caused by Western Union in a medical emergency situation. Because of your failure in delivering proper services, I was kept in greater risk. 

I appreciate your understanding of position and take a corrective action from your end. 

Sincerely, -XXXX  XXXX . 

From The Desk of XXXX. XXXX XXXX On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : 1 null Dear XXXX XXXX, Western Union is providing the following details to validate the legitimacy of the money transfer services provided to you through westernunion.com. We received a claim from your bank after the money had already been refunded to you, as a result, Western Union is unpaid for its service MTCN Transaction Date Sender Receiver Return Amount XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$2300.00} Please contact Western Union Financial Services to set up a payment as soon as possible. Our payment option includes : Over-the-phone Payment You may call XXXX XXXX and process a payment using your bank account, debit or credit card. Please note that if you use your credit card, your card issuer might consider this a cash advance transaction and you may be charged a fee for this. If you are not able to give us a call, please reply to this email with the best day and time for us to call you. 


Payment Online At no additional charge, please access your Western Union account at Westernunion.com and click on Pay Bills and enter below information : Search biller : WU DIGITAL PAYMENT Payment Amount : ( Amount owed to Western Union ) Account number : XXXX Western Union Quick Collect Service At no additional charge, take cash to any Western Union agent and request they send the funds via Quick Collect service. 

Payable To : WESTERN UNION DIGITAL USD Code City and State : XXXX US Account Number : XXXX Attention to : Digital Payments Mail Payment You may also pay by check or money order. Please write the case number on your check or money order, make the Check or money order payable to Western Union Financial Services , Inc., and mail it to : Western Union Financial Services , Inc . 
XXXX, XXXX, OH XXXX If you have any questions or if you feel you have received this communication in error, please reply to this email or call us at XXXX ( Monday through Friday, XXXX XXXX to XXXX XXXX Mountain time ). 

Sincerely, Western Union Financial Services , Inc . 
Phone Number : XXXX Fax : XXXX Email : XXXX This is an attempt to collect a debt and any information received may use for that purpose This is a customer service email from Western Union Financial Services , Inc . 
Western Union Financial Services, Inc XXXX XXXX  XXXX XXXX, CO XXXX Privacy Statement If you believe this may be a fraudulent email, type XXXX directly into your browser. Learn more about how to protect yourself from fraud. 

Western Union Financial Services , Inc., NMLS # XXXX, is LICENSED BY THE GEORGIA DEPARTMENT OF BANKING AND FINANCE and Licensed as a Money Transmitter by the New York State Department of Financial Services. 
XXXX XXXX XXXX XXXX , XXXX All rights reserved. All other logos, trademarks, service marks and trade names referenced in this material are the property of their respective owners. 

On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : 1 Dear XXXX XXXX, Western Union is providing the following details to validate the legitimacy of the money transfer services provided to you through westernunion.com. We received a claim from your bank after the money had already been refunded to you, as a result, Western Union is unpaid for its service MTCN Transaction Date Sender Receiver Return Amount XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX {$2300.00} Please contact Western Union Financial Services to set up a payment as soon as possible. Our payment option includes : Over-the-phone Payment You may call XXXX XXXX and process a payment using your bank account, debit or credit card. Please note that if you use your credit card, your card issuer might consider this a cash advance transaction and you may be charged a fee for this. If you are not able to give us a call, please reply to this email with the best day and time for us to call you. 


Payment Online At no additional charge, please access your Western Union account at Westernunion.com and click on Pay Bills and enter below information : Search biller : WU DIGITAL PAYMENT Payment Amount : ( Amount owed to Western Union ) Account number : XXXX Western Union Quick Collect Service At no additional charge, take cash to any Western Union agent and request they send the funds via Quick Collect service. 

Payable To : WESTERN UNION DIGITAL USD Code City and State : XXXX US Account Number : XXXX Attention to : Digital Payments Mail Payment You may also pay by check or money order. Please write the case number on your check or money order, make the Check or money order payable to Western Union Financial Services , Inc., and mail it to : Western Union Financial Services , Inc . 
XXXX, XXXX, OH XXXX If you have any questions or if you feel you have received this communication in error, please reply to this email or call us at XXXX ( Monday through Friday, XXXX XXXX. to XXXX XXXX. Mountain time ). 

Sincerely, Western Union Financial Services , Inc . 
Phone Number : XXXX Fax : XXXX Email : XXXX This is an attempt to collect a debt and any information received may use for that purpose This is a customer service email from Western Union Financial Services , Inc . 
Western Union Financial Services, Inc XXXX XXXX  XXXX XXXX, CO XXXX Privacy Statement If you believe this may be a fraudulent email, type westernunion.com directly into your browser. Learn more about how to protect yourself from fraud. 

Western Union Financial Services , Inc., NMLS # XXXX, is LICENSED BY THE GEORGIA DEPARTMENT OF BANKING AND FINANCE and Licensed as a Money Transmitter by the New York State Department of Financial Services. 
XX/XX/XXXX Western Union Holdings , Inc. All rights reserved. All other logos, trademarks, service marks and trade names referenced in this material are the property of their respective owners.

Company response to consumer: Closed with explanation