Consumer complaint received 2018-06-02
Company: WESTERN UNION COMPANY, THE
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I'm really disappointed and frustrated with the way Western Union has handled my Money Transfer. On XX/XX/XXXX I went to pick up the money sent by my mother from XXXX for purchasing a dress for my sister 's engagement at western union agent location at Giant food ( XXXX XXXX XXXX, XXXX VA XXXX ) around XXXX EST. The agent at the location requested for the transfer number which I provided ( XXXX ) and 2 sets of picture id which I provided, my driver 's license and employment card. She said she don't have {$1400.00} cash available so she needs ( agent name XXXX ) to make a money order instead, for which I agreed. She completed the whole transaction in the system and as she was writing my name down I noticed a spelling mistake, my last name was spelled as XXXX instead of XXXX so I told her to make the correction. It was at this moment when she found out that the sending agent has mispelled my last name so she called western union customer support. They told her not to pay out and gave her a case reference number which is # XXXX. The agent told me she can't pay the money and I need to provide this case number to the sender and tell them to make the correction but she never voided the transaction though I asked her what will happen with the transaction you just made, she said I can void it.I provided the case reference number to the sender and the agent location there claimed that it shows in the system that the money has already been picked, there's no way they can help with anything. I called western union customer support center on XX/XX/XXXX at XXXX, than again at XXXX, again at XXXX, than again at XXXX, the agents kept saying they don't have a solution and I should wait till 24 hour is completed from the time of inquiry made. I again called on XX/XX/XXXX at XXXX, I was told there's 40 minutes left on the clock and someone will get in touch with me shortly which never happened. I again Called at XXXX and was told they don't have a solution yet. Than I called again at XXXX but was told they don't have a solution yet. I called on XX/XX/XXXX at XXXX, at XXXX this time I requested to speak to a manager, the manager answered I explained the whole situation, he said he will issue me another transfer number because it was the agent at the pick up location who made mistake and asked for my number where he can reach me back. Now on XX/XX/XXXX at XXXX I called again to check on the status and the agent this time is telling me there are no notes or information available on this issue and she's escalating it back. I also received an email from customer care that I should have the sender call them. I replied to them that the sender live 's in XXXX and there's no customer support available there and the agent location has refused to help her and has said they can't do anything till it's resolved from the receiver 's end so where should she call, haven't heard anything back yet. I also visited the agent location at XXXX on XX/XX/XXXX and as soon as she saw me she said they can't do anything from there end. Clearly each and everyone of the agents has said they can't do anything, are they expecting me to forget about my money. It can't take 3 days and counting for an agency to process a request when they promise to deliver money instantly. Very disappointed, will never do business with western union again.

Company response to consumer: Closed with explanation