Consumer complaint received 2016-02-05
Company: WESTERN UNION COMPANY, THE
State: MN
Product: Money transfers
Sub-product: International money transfer
Issue: Other service issues

Complaint:
I am writing because of what I perceive to be a blatantly dishonest practice on the part of Western Union and because I have tried many, many times to contact the company through every means of communication they offer and have been unable to reach anyone who can or will help with a resolution or even take the time to answer XXXX simple question. Here is the problem. When you transfer money with Western Union they offer XXXX main methods of payment, XXXX of which are transferring directly from a bank account and transferring from a credit or debit card. Every single time I transfer money with them and select to use my bank account, the less expensive option, I always get a message stating the transaction could not be completed using the selected payment method and directing me to choose another payment method. Yet as soon as I switch to using my bank debit card, from the same bank and connected to the same bank account, and also the more expensive option, the transaction goes through just fine immediately every single time. The difference in fees between these XXXX payment methods is substantial, many times the fee is literally double to use the debit card option! 

I have discussed this with my bank and they have assured m they are not blocking or restricting the transaction in any way whatsoever, and that it is not a fault in their system, so the problem definitely is on Western Union 's end of the transaction. When I call their " customer service '' agents on the phone I am told by them that for " security reasons '' they are not given access to the information that would enable them to tell me why this problem continuously occurs, they are not able to give me any further information and they can not give me a solution other than to tell me to try again later. I have emailed Western Union several times through the main email address for customer service on their website and through an additional email given for their customer service advocate department and no one will respond or get back to me to help me resolve this issue. All of these things cause me to feel like these practices are intentional on Western Union 's part and that I and other people who are undoubtedly having the same problem with Western Union are being cheated by this company to force us to pay the higher, often double fees. I am a patient and courteous man but I have tried every XXXX available to resolve this directly with Western Union and they simply will not respond and help me or even take the simple common courteousy to offer me any explanation whatsoever! 

Therefore it is finally in frustration that I turn to the Consumer Financial Protection Bureau for help in this matter because I am really concerned that Western Union has a dirty, dishonest practice that is cheating me and a lot of other people out of a lot of extra money! Please take the time look into this matter and do kindly reply and let me know how the bureau may be able to help us bring a resolution to this matter. 

Sincerely XXXX XXXX

Company response to consumer: Closed with explanation