Consumer complaint received 2024-10-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: WESTERN UNION COMPANY, THE
State: AZ

Complaint narrative:
From : XXXX XXXX Sent : Monday, XX/XX/year> XXXXXXXX XXXX To : XXXX Subject : XXXX XXXXXXXX Tonight I attempted to make a money transfer to the XXXX, as I have been doing for more than 10 years. I used my online account linked to this email. Although the transfer appeared to go through, it was then shown as " in progress '' and then as " on hold ''. I called the WU customer service number and was rerouted to the XXXX 6 times, including to a supervisor there whom I was only able to speak with after asking the first 5 agents to transfer me to a supervisor and being refused. The supervisor could not explain the delay and would only give general answers to my questions, so she told me I would have to speak to the " review '' department. She transferred me to an unintelligible female employee in XXXX, whom I had to ask multiple times to identify herself and the department she worked for. She offered only general answers as to the reason for the delay and refused to tell me what information she was reviewing. 

Eventually she transferred me to an employee who called himself " XXXX '' and who also refused to tell me why my transfer had been delayed. He then began what he called a " verification '' for my transfer. He asked me my name, the country I was transferring money to, and the amount. He then asked me what my relationship was with the recipient. I had already told him that I made an identical transfer online 3 months ago, and I regarded his question as extremely impertinent. Among many other extraordinary things " XXXX '' told me were that " the system '' was blocking my transfer, that he could not tell me why, and that if I didn't like his questions I shouldn't try to transfer money through Western Union! At that point I told him that I would do everything in my power to see that he is fired by Western Union in the morning. 

Subsequent recalls were routed back to the XXXX, where I was connected to a call center employee who refused to identify herself and said only that she was " the agent '', and another who called himself " XXXX  ''. " XXXX '' refused no less than 6 times to transfer my call to a supervisor. Eventually, I was transferred to a call center in XXXX, where I was transferred to an excellent supervisor who listened to my concerns and said that he would need to transfer me to the review center in XXXX, who he said were level 2 employees. He also attempted, without success, to unlock my access to my account on the WU website, which I was suddenly booted off and locked out of while I was on the phone with " XXXX '' the first time. As of this writing, I am still locked out. My call was transferred to " XXXX '' in XXXX, who initially refused to tell me whether he was a level-one or -two employee, and who eventually tried to connect me to a supervisor whom I could not hear. The supervisor could obviously hear me, but hung up the call anyway. 

Here is what you will do for me. First, release my transfer with XXXX XXXXXXXX immediately upon reading this email. Second, provide me with evidence that you have taken disciplinary measures against all call center and " digital review '' personnel who took my calls tonight and either refused to transfer me to a supervisor or who refused to release my transfer after I had adequately verified the relevant information. Third, send me a lifetime promo code that will eliminate the need in future to pay any service fee whatsoever to WU for future transfers and a formal letter of apology from your VP for Consumer Affairs. If this is not done by XXXXXXXX XXXX MST on XX/XX/year>, I will file multiple complaints with the CFPB, the XXXX, and the XXXX  State Attorney General 's Office. 

Should you wish to contact me about your progress in taking the steps enumerated above, you may use this email or call me at ( XXXX ) XXXX between the hours of XXXX am anXXXX XXXX XXXX XXXX time. I expect to hear from you tomorrow before end of business. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation