Consumer complaint received 2025-01-10 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Problem with customer service — 
Company: WESTERN UNION COMPANY, THE
State: CA

Complaint narrative:
On XX/XX/year> I purchased a Western Union money order from a XXXXXXXX XXXX XXXX in the amount of {$520.00} to use for a down payment on an apartment I was considering. I handed the money order to the potential apartment management team member, and she immediately stamped the company name on the money order Pay To The Order Of line. On XX/XX/year> I realized I would not be able to proceed with the application for the apartment and was thankful to find out that the apartment management team had not deposited or cashed the money order and they were able to hand me back the original money order. I proceeded to obtain a refund from the XXXX XXXX XXXX where I purchased the money order, but was informed there is a XXXX waiting period before a refund can be made. I waited the XXXX days and returned to the location on XX/XX/year> and was then told they would not be able to process a refund due to the XXXX XXXX XXXX XXXX XXXX XXXX having already been filled out. I then called the customer service phone number for Western Union and through their automated system, received instructions on how to obtain a refund for their money orders. 
The instructions specified for me to fill out their online refund request form and attach a copy of the money order receipt. I completed the form, attached the money order receipt and received and email with a case number : XXXX on the same day I submitted the request, XX/XX/year>. The email stated after review, if cash pick-up is chosen, I would receive a control number in about XXXX days to use at any Western Union location to obtain my cash back. I did not receive the email with the control number, so I called the customer care line on XX/XX/year> and spoke with a representative by the name of XXXX who stated my refund request is still being processed and that Western Union would be in touch with via email. On XX/XX/year> I received another email from Western Union stating that they needed additional documentation and that it must be received by their office within XXXX business days. I sent the requested documents on XX/XX/year> to comply with the XXXX days guidelines. The documents I sent are attached ( copy of original money order front and back, copy of the original money order receipt front and back and a copy of the sales receipt front and back from the XXXX XXXX XXXX where I made the purchase ). I did not receive a response. So I called customer care again on XX/XX/year> and spoke with a representative by the name of XXXX  who informed me that the case ( XXXX ) has been closed, but he could see that I did comply and submit all requested documents so he reopened the case and provided me with a new case number : XXXX. XXXX advised that he would escalate the case for review as a priority escalation. I have not received any correspondence from Western Union since speaking with the representative XXXX on XX/XX/year>.

Company response to consumer: Closed with explanation