Consumer complaint received 2016-02-05
Company: WESTERN UNION COMPANY, THE
State: PA
Product: Money transfers
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
I completed a wire transfer with Western Union on-line XXXX XXXX, 2016 at XXXX XXXX EST. I followed the format and completed the requested information. The payment method was to be taken from my checking account and the delivery method was to a BANK with a specific account and FID numbers ( CPF ). In the section of receiver, the beneficary states the executives at the BANK are informing him they never received the money ; therefore, he never received the money. Western Union 's consumer complaint department ( XXXX ) was contacted on XXXX XXXX at XXXX XXXX and I spoke with a female ( XXXX ) who stated the money was sent to a Western Union site not a BANK. She said she will identify this case problem as a non-payment claim. When I requested a case number, she told me there was no case number so if referring to it use my Western Union tracking number. She said it would take 14 - 20 days to complete this investigation. I called back ( XXXX ) on XXXX XXXX, 2016 at XXXX XXXX and spoke with a female ( XXXX ) who requested my case number on this problem. I explained I was told to refer to my tracking number. She stated I needed a case number and provided me with one. She also explained the investigation process does not take 14 - 20 days but rather ( 90 ) days. Then, she explained that it was my responsibility to report this fraud case to my local authorities and to use this case number because Western Union was unable to research the identification of the beneficiary. Furthermore, she also confirmed the money was emphatically sent to a Western Union site not a BANK. I requested a complete transaction of all the information I entered on-line when completing this wire transfer with Western Union and also a receipt of the completed delivery of money noting the BANK as the location of payment delivery. She told me the transactions would have all of that information ; however, the information was not at all complete. The delivery receipt does not even include the location. I asked her to note my complaint about the incomplete service I received from XXXX on XXXX XXXX, 2016 and I requested to speak to her supervisor, who was XXXX. He only acknowledged my complaint. Then, I called ( XXXX ) Western Union 's fraud complaint department on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX who requested my case number. When I gave it to her, she explained that was just an internal Western Union file number so she would create a fraud file case number and proceeded to give it to me. She explained I should use this case number when working with the local police department. She stated emphatically that the money was received at the BANK not a Western Union location. When I questioned why I was told the opposite, she said they made a mistake. I requested a receipt of the completed delivery of money noting the BANK as the location of payment and she said she would send it. What I received was not what I requested and she agreed to send me. She sent me exactly the same information as the other representative. It does n't state the BANK as the location of payment delivery. I called ( XXXX ) again on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX. She ordered another receipt of payment. I called ( XXXX ) Western Union 's fraud complaint department on XXXX XXXX, 2016 at XXXX XXXX and spoke with XXXX who requested my case number. He was able to reference my information but also emphatically stated the BANK received the money versus a Western Union location. When I told him about the receipt that I received not stating anything, he said he can see clearly that the money was delivered and accepted by the BANK and not a Western Union location. The end result here is my beneficiary does not have the money and I am not making any progress but rather going around in circles with Western Union.

Company response to consumer: Closed with explanation