Consumer complaint received 2015-12-17
Company: WESTERN UNION COMPANY, THE
State: PA
Product: Prepaid card
Sub-product: ID prepaid card
Issue: Advertising, marketing or disclosures

Complaint:
On XXXX, I tried to wire money to Volkswagon Credit department in order to pay my usual car note. I elected this method today due to the " prepaid debit '' card ( as part of a XXXX package ) that was issued from Volkswagon to all victims of the latest emissions scandal. 

When I telephoned XXXX XXXX, I was told that I could wire the money ( volkswagon has its own account with XXXX XXXX ). I was told that I could wire the money by XXXX of XXXX methods : telephone, online or go into a local office to do so. I was also quoted the fees for each of the methods. 

Because of a pulled XXXX I elected the telephone method and that would include a {$27.00} fee. After all of my information had been collected the agent ( XXXX ) informed me that he could not get the wire to go through. When I asked him to explain, he stated that I needed to get Volkswagon on the line - ( I did while he was holding. ) Volkswagon explained that they had no problems in the pass using their account with clients. I explained this to the agent. He stated that perhaps I should try again in 24 hours. I asked why? What would be the difference? Frustrated, I asked to speak with his supervisor ( XXXX ). 

When XXXX, ( supervisor ) talked with me he explained that I needed to go into a local branch to wire the money. I told him that his advertisement states that money may be wired by phone, online or at a local branch. He stated that I needed to be " validated '' and perhaps if I went into a local branch, they could see that I had tried to send the money earlier and would oblige me. This, I explained should be 'foretold ' to your customers and the Nation-at-large. If you can not send money via phone, and have to go into a local branch, then your disclosure or advertising which is currently " false '' advertising should be changed to have the consumer go to your website to read " Terms and Agreements '' before trying to wire money or at least instruct agents to forewarn the client that the transfer may not go through because of " validation '' issues. Actually, it will not go through! 

This is incongruent with media advertisements from XXXX XXXX ... '' telephone, '' " online, '' or " local branch. '' I then terminated the call after telling him that I would try to transfer the money via online. He did not tell me that it would not work either. Therefore, I tried to use the online account registration that the first agent ( XXXX ) had set up for me. However, after dealing with a technical representative, trying over XXXX times, times to register, he apologized and gave me a 50 % discount to go into a local branch! Needless I believe my name and issue was already being circulated by XXXX, not to allow the transaction to go through the system. 

Therefore, would you please ( so that other consumers do n't have to encounter the 2-hour defeated efforts such as I ) have inform XXXX XXXX change their advertisement to state that money may not be wired by phone or online - that one will have to be validated through a local branch. That kind of information would have saved me two hours of frustration. Believe me, I understand that our nation has great fraud and security issues. I only ask that legal advertising ; informing consumers takes place in order to realize that all entities are adhering to the policies and systems such as your credible organization in order to make them work. 

Thank you for your valuable time in this matter. I hope that XXXX XXXX will change it methods for allowing consumers to transact business with them by being honest and up-front with the consumers. This if a form of " false advertising. '' The 50 % discount was a " pay-off '' to remain silent after I had informed them that I would be contacting you - not just for my benefit but also as advocate for others! 

Thank you, Blessings, PS May you and yours have a miracle-filled New Year!

Company response to consumer: Closed with explanation