Consumer complaint received 2017-06-09
Company: WESTERN UNION COMPANY, THE
State: ME
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Friday, XXXX XXXX XXXX I used the Western Union website to send money. The transaction number was XXXX. I was advised that my name is similar to another persons and that meant they needed a copy of my drivers license and answers to a list of questions. I provided everything they asked for. It took four and a half hours to finally complete the transaction. At that time I contacted Western Union a final time and asked that they confirm the transaction. They confirmed that it had been sent and was received by the recipient.
Tuesday, XXXX XXXX XXXX I discovered that the money had not been received. I then contacted Western Union again and was advised that it had never been sent. Tech support confirmed that there was a problem with their website and it created an error preventing the transaction from going thru. That should have been revealed to me four days earlier as their system never showed that the transaction had been completed.
Tuesday, XXXX XXXX XXXX I was advised that they could refund the money from the uncompleted transaction and that they would send the money to my local Western Union office and would have to go get it there. I advised the representative that I am XXXX and can not, nor should I be expected to go get it. I insisted that the transfer me to a supervisor and was connected with XXXX. He eventually relented and said they would overnight a check to me via XXXX. I repeated again that I am XXXX so taking the check to the bank was not an option. XXXX then stated that he could escalate the case and it would be returned to my account in seven to 10 business days.
Friday, XXXX XXXX XXXX I had not received a confirmation following XXXX escalation of the case so I called again. I was then advised that I would need to go to the Western Union office to retrieve my money. I reiterated for at least the tenth time that it was not an option. I was told there was no other choice. After again demanding that a supervisor intervene I was connected with XXXX. He advised me that my money will remain at the Western Union office for 30 days then they can take it back and send me a check. I explained why that is not an option and he stated that he did indeed see that I had previously informed them it was not an option yet were going forward with it anyway.
XXXX then advised me that he would escalate the case as he saw no evidence that XXXX had done so previously despite the claims to the contrary. XXXX stated that it would take 24-48 hours for review. This is now Friday so there would be no decision before Monday or Tuesday. At that time, if they agreed, the money would be returned to the card they withdrew it from and that would take another 7-10 business days for the refund. I advised him that it was unacceptable as Western Union has already had my money since XXXX XXXX XXXX. They knew on that date that the transaction they took the money for had not been completed and could not be completed.
I am shocked by the incompetence and lack of concern for customers. I am asking that an investigation be opened into this matter and appropriate actions be taken.
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ME XXXX XXXX

Company response to consumer: Closed with explanation