Consumer complaint received 2018-12-08
Company: WESTERN UNION COMPANY, THE
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On XXXX XXXX, 2018, I tried to send {$500.00} via Western Union online site to my brother in XXXX. I received an email informing me that my request was being reviewed. Two hours later, I received another email informing me that I must send copies of my passport or drivers license by email. 
I contacted the WU using the phone number they provide in their email, and spoke with an agent ( apparently from outside the U.S. ). I told the agent that in the U.S. we do not send copies of our government issued documents by email. If we have to provide identification verification documents, for example to open banking accounts, we do so via secure website of well-established financial institutions within the U.S. I explained this by phone and emails to this and other WU agents ( all of whom were from overseas ), but they did not seem to understand the importance of securing customers ID information. They continued to insist on having me send my IDs by email. 
I went to one of the local WU branch ( XXXX XXXX, XXXX, Maryland ), and provided the tracking number ( XXXX ), and showed two photo IDs. The local WU agent called WU and spoke with an agent ( from overseas ) who said to her that he needs me to send my ID by email. She told him that she saw my IDs. The overseas agent said that he will transfer her to the compliance department. The local agent spoke with the compliance representative, who also was from overseas. The compliance representative repeated to the local WU agent and me the same request, that I must send my ID by email. I told her that I can not send my ID by email. At this point I realized there was an impass, and I lost trust in WU. I asked the local WU agent to cancel the money transfer and return to money ( {$500.00} + {$11.00} ) to my credit card account. The local agent called the overseas compliance agent again, who said that I still need to send my photo ID in order to get a refund. Sine the local agent was not able to help, I told her the I will ask my credit card company to stop the transfer.

I called my credit card company, but they said they can not stop the transfer because it has already be transferred to WU, and that my only option to file a dispute when the money is cleared ( now it is pending ).

I called WU agents, compliance representatives and customer care representatives and emailed them several times. They were all from oversees and they never provided my with a phone number of someone I can talk to with the U.S. Finally, someone from the compliance department called me and asked my to submit a letter in liu of the photo ID, to provide additional information ( full name, gender, date and place of birth, relationship to recipient, purpose of transfer, etc. ). I provide all the information requested by email. Agi, they sent me an email that I still need to provide photo ID to ancel the transfer. 
I am extremely distressed, and not only that I fear that my personal information that I have given to WU could be mishandled, but also my money and credit card account can be subject to fraud.

I urge you to please investigate this issue or let me know who I should contact to help me with this situation.

Company response to consumer: Closed with explanation