Consumer complaint received 2015-03-31
Company: WESTERN UNION COMPANY, THE
State: MA
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On Saturday XX/XX/XXXX I went to XXXX at XXXX XXXX XXXX, XXXX, XXXX to send my brother in XXXX money through Western Union. I sent {$1000.00} in cash they charged me {$86.00} fee for an Immediate transfer, so the money would be available to my brother immediately. My brother went to pick up the money in XXXX with the transaction number that I provided him with and his picture XXXX driver 's license. He was told that " the money was on hold '' to come back at a later time. He went back with his US passport as ID and was told that the money was still on hold. On Sunday XXXX/XXXX/2015 he called me to inform me of this problem and I went to The Stop and Shop that I had originally sent the money from and was told that they " had nothing to do with it '' that I had to call Western Union. I called Western Union and spoke to XXXX different representatives they kept on reciting some verbage about government sanctions and I asked to please tell me what the problem was. All the lady, XXXX told me was have your brother Fax or email a picture ID to us and " our legal department will notify you. I explained to her that this money I had sent so that my brother could have quick access for the care of my dad who is XXXX years old and has XXXX and lives alone in XXXX, XXXX. She told me that Western Union would contact me. My brother emailed Western Union right away a copy of his US Passport on Sunday " XXXX '' I waited and waited an heard nothing from Western Union. Today I called their customer service number and was told that they had not received any emails from my brother. I asked my brother to please send me the email which he did right away and I emailed it to them I also faxed it to make sure they receive. Again I asked Western Union when could I expect to get my {$1000.00} back plus the fee of {$86.00} since they had failed their fiduciary responsibility to the paying customer of make the transaction as agreed. A few minutes ago I receive a short email from Western Union reading that this case had been escalated to higher department and that they would notify me when the " investigation '' is completed. No time frame when the money would be return to me. To say the least I am very upset about this issue. I am a XXXX XXXX with the highest credentials and clearance working for the XXXX and a law abiding citizen and for this company to hold my hard earned money which my dad needs is inexcusable. I feel that Western Union has racially profiled my brother and I and this not acceptable. We were born in XXXX and have resided in the US since XX/XX/XXXX and are American citizens we are being treated as criminals by Western Union and that is very frustrating. 
I want this embarrasing incident to be put behind us and I want justice for my brother and I. I also want my money to be returned to me by Western Union as soon as possible. 
Thank you for taking the time to read this complaint. 
Respectfully submitted, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXcell number XXXXhome number XXXX

Company response to consumer: Closed with explanation