Consumer complaint received 2018-09-25
Product: Money transfer, virtual currency, or money service — Money order
Issue: Lost or stolen money order — 
Company: WESTERN UNION COMPANY, THE (CT)

On XX/XX/XXXX, XXXX XXXX DOB XX/XX/XXXX ( Consumer ) paid his rent in the amount of {$200.00} to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX with Money order # XXXX. On XX/XX/XXXX the Assistant Property Manager, XXXX XXXX noticed that the money order was missing and informed the Resident Service Coordinator, XXXX XXXX. The RSC informed XXXX XXXX that money order was missing and that a trace needed to be put on the money order w/ Western Union . XXXX XXXX filled the back of the stub to the money order to trace /refund. The form was completed w/ a {$15.00} processing fee/deduction fee submitted to Western Union XXXX XXXX XXXX XXXX , CO XXXX, along with a copy of the receipt where the Initial Money order was purchased from XXXX XXXX XXXX XXXX XXXX XXXX , CT XXXX. Resident Service Coordinator was informed by Western Union that it would take approx. 30 days for the consumer XXXX XXXX to receive a copy of the stolen money order showing that it was cashed on XX/XX/XXXX. On XX/XX/XXXX RSC followed up with Western Union. RSC was told that the 30 days weren't up yet and that management must wait the full 30 days. The XXXX XXXX, Resident Service Coordinator received a copy of the cashed money order on XX/XX/XXXX from Western Union. The money order was completed, signed and cashed by someone by the name of XXXX XXXX XXXX XXXX XXXX XXXX, CT XXXX. A signature in the purchaser 's spot of the money order indicates that it was purchased by a man named XXXX XXXX. Immediate the XXXX Police Department was contacted and a report was filed. File Number to Police Report XXXX. RSC called Western Union XXXX. RSC was informed that a Form would be mailed out to XXXX XXXX. Representative also stated to Resident Service Coordinator that the form must be completed by consumer and that upon review, then a refund/replacement of money order would be issued. The process would take approx. 90-120 days. On XX/XX/XXXX, Resident Service Coordinator pick-up a copy of the police report filed with The XXXX Police Department and immediately called Western Union. RSC was transferred to the Western Union Fraud Department and spoke to a man by the name of XXXX. XXXX informed RSC that they were still within the 90-120 grace period to their investigation and that a follow-up call should be made on XX/XX/XXXX. XXXX provided case # to this money order XXXX. He further informed RSC that Western Union is waiting on a response from where the money order was deposited into a bank account. On XX/XX/XXXX RSC contacted Western Union, Fraud Department and provided case number XXXX. RSC spoke with a lady by the name of XXXX. RSC was asked to fax all documents pertaining to case number XXXX, because they did not have any recollection to this case. Case number was labeled on every sheet faxed over to XXXX and has a confirmation sheet indicating that it was received. RSC allowed 7-10 business day to go by and called again. RSC was informed that documents were never received.On XX/XX/XXXX RSC called Western Union Fraud Department again to follow-up on faxed sent. Representative stated that fax was never received and that a note was put on file that documents were needed. RSC responded that the documents were faxed on XX/XX/XXXX, but that will fax again. This time the rep indicated that the Fax should be sent to the Fraud Department, but to attention XXXX fax number XXXX. On XX/XX/XXXX, RSC contacted Western Union Fraud Dept. again, but was informed that they never received such documents, yet RSC has copies of multiple fax confirmations that the fax went through. RSC refaxed documents for the 3rd time. The representative advised RSC that Western Union would contact consumer within 24-48 hours. Western Union failed to make contact with consumer/ the Resident Service Coordinators Office . Today, XX/XX/XXXX RSC called Western Union as a follow -up on case number XXXX. RSC was informed that the case was closed. RSC advised Western Union that a call will have to be made to the CT Consumer Protections. He then immediately provided RSC with phone number XXXX and made sure to emphasize that a solution would be found to this department. When RSC called it was disappointing to find out that it was a phone number to make an initial complaint, all of which was already done. RSC made the call to CT consumer Protection, explained this case and the represented directed RSC to the correct source to file a complaint, which was the CT Department of Banking located in XXXX CT XXXX. I spoke to the representative at the CT Dept. of Banking, she confirmed that she was the correct source and gave me instructions as to how to file the claim online. She advised that Western Union would be contacted, but that in the event Western Union did not want to replace the money order/refund, that the consumer would then have to file a motion in court.