Consumer complaint received 2025-08-04 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Wrong amount charged or received — 
Company: WESTERN UNION COMPANY, THE
State: NC

Complaint narrative:
I was sent a letter a couple weeks ago from Western Union advising me that a transfer I sent back in XXXX  was never picked up and that they were going to refund it to me in the amount of {$140.00}. They wanted me to send them my ID and some verification information, at which time I did, I then received an email notification stating that I could pick up the {$140.00} along with a new mtcn number. Everything I received correspondence wise stated the refund was {$140.00}, I received it in writing as well as when I spoke to customer service because I was having an issue with my driver 's license as far as being able to find it so I spent 3 days on the phone with them trying to get that taken care of so I could pick up the money. Numerous supervisors even verified the amount with food XXXX when they were on the phone and with me that the amount to pick up was {$140.00}. At no point in time through XXXX days of conversations was anything ever mentioned regarding fees or reduced amount being picked up and the only amount that was ever told me was {$140.00}. I asked them for the amount that I was picking up and the mtcn number and I was told {$140.00} and they gave me the mtcn number. When I went to pick up the money from XXXX the total was {$98.00} that I received. Upon contacting Western Union the first person told me she wasn't sure and it must be fees or something. Then after I asked to speak to a supervisor I was placed on hold for XXXX minutes and then hung up on. I called back again and the gentleman put me on hold for about XXXX minutes and then came back and said I was charged XXXX cents for every month after 1 year that the refund was not picked up which totaled {$42.00}. I was never advised that this refund needed to be picked up anytime within the last 7 years until XXXX weeks ago. And after that again, at no point in time did they mention anything about fees in any way shape or form nor did they mention a pick up amount of {$98.00}. I was told numerous times the refund amount was {$140.00} and that's what I was going to be picking up with a new mtcn number. Every time I try to talk to a manager I was put on hold indefinitely and then disconnected. I advise them they had a federal legal obligation to advise me of any fees that would be taken out of my refund and they were required to give me the correct amount I would be picking up, as I am supposed to give that amount to the Western Union representative that I'm picking the money up from. I was told many times that amount was {$140.00}. Every time I speak with somebody they try to tell me it's fees but I should not be responsible for those fees because I was never advised that that money was there for me to pick up and they never attempted to make contact with me until XXXX weeks ago at which time they initiated the refund of {$140.00} according to my documentation from them, the letter from them, as well as the app showing the refund. Again, not XXXX point in time was I advised of any fees in any way shape or form or any other amount to be picked up. This amount of {$98.00} was not once mentioned anywhere anytime by anyone until after I picked the money up. That is fraudulent and deceptive. They had a legal obligation to advise me of any fees that would be deducted from my refund, and they also can not charge me fees for the years that I was not aware. They can not wait 7 years to inform me of a refund and then expect me to pay fees. Especially fees that they do not make me aware of. The account number that is asked for at the end of this complaint submission is the new mtcn number I was given to pick up my money. It is the only information I see regarding any kind of account number. I did however send you a screenshot of the refund information that they sent me maybe that has an account number on there somewhere but this is the only number I could find. The originating mtcn number that was given in XXXX  when I originally sent this transfer that was never picked up, was XXXX. The account is under my name, XXXX XXXX.

Company response to consumer: Closed with explanation