Consumer complaint received 2016-08-25
Company: WESTERN UNION COMPANY, THE
State: CO
Product: Money transfers
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX, 2016, I sent via Western Union an amount of {$600.00} XXXX to my stepson, XXXX XXXX XXXX in XXXX XXXX, XXXX, at approximately XXXX. The corresponding Western Union receipt number is XXXX XXXX. I have the original transmission receipt, along with copies, in my possession. At approximately XXXX XXXX I received at text alert that the funds had been picked up by XXXX. At XXXX via telephone conversation with XXXX, I learned that the XXXX do XXXX was unable to complete the Western Union interface, and was instructed to return the next day. He was also informed that the bank did show the funds arrived in the bank, but again were not available. At no time did XXXX sign or acknowledge in any way an receipt of funds. There is no existing receipt of funds that would justify the transmission of the " funds picked up '' message. I immediately called Western Union, and was informed that they would " look into it '' The following day, XXXX XXXX, XXXX returned to XXXX do XXXX, and was again informed that the bank could not complete the Western Union XXXX, but that the funds still showed to be in the bank, and to return again the following day. I again called Western Union, and was informed that they were " investigating '', and was given a case number for the event of # XXXX. I was advised at that time that any investigation would be concluded to a resolution within 20 days. 

On the third day, XXXX again returned to the XXXX do XXXX but was informed that the funds no longer appeared to be on hand at the bank, implying that either the Bank had returned the money, or that Western Union had successfully retrieved the funds. During the subsequent I spent numerous phone calls in an attempt to get information and refund my money. All calls were met with delaying tactics and the same " 20 day '' claim due to investigation. 

On XXXX XXXX, 2016, at XXXX XXXX, I called Western Union, and referring to the 20 day suspense, I inquired as to why I had heard nothing. I was in contact with agent XXXX ( ID XXXX ), who wholeheartedly promised me that if I would call back in 48 hours, the matter would be resolved and I would receive a refund. 

On XXXX XXXX, 2016, at XXXX XXXX I called again and spoke with XXXX ( ID # XXXX ), concerning the commitment made by XXXX. He informed me that it was still an ongoing investigation. Only after I told him that I would be pursuing other legal means to collect the funds, he wholeheartedly promised me that if I would call back in XXXX hours, the matter would be resolved and I would receive a voucher number to collect the funds in question. 

I called back yet again on XXXX XXXX 2016 ( XXXX hours later ) at approximately XXXX XXXX, and spoke with a supervisor who would divulge neither her name nor ID number. She informed me that neither employee had the right to make such claims, and the investigation would now take up to or past 90 days. Meanwhile, I have received, and have the original letter, from the XXXX XXXX XXXX ( XXXX XXXX XXXX, stating clearly that the transmitted funds were returned within the first days after the the transaction, to Western Union. 

It is obvious that Western Union is guilty of, at a minimum, Fraud under any definition available pursuant to fraudulent crimes. Moreover, they are more likely guilty of felony theft, in that they have denied myself and my family access to the correctly submitted funds I attempted to transfer. This has caused undue hardship not only on my family, who were expecting pay family accounts with the funds, but also on myself and my wife, who have traveled to XXXX in attempts to rectify the situation.

Company response to consumer: Closed with explanation