Consumer complaint received 2025-01-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WESTERN UNION COMPANY, THE
State: TX

Complaint narrative:
Incident Summary On XX/XX/year>, while traveling to XXXX, I received both a text message and an email XXXXromWestern Union requesting verification to complete a money transfer. Upon waking up, I immediately contacted Western Union and informed them that I had not initiated any transfer. Western Union canceled the transaction and opened a fraud case ( XXXX XXXX : XXXX ). 
Upon reviewing my bank account, I discovered that Western Union had charged {$1000.00} to my account. I contacted Western Union 's fraud department and was informed that the money was transferred to a recipient in the XXXX XXXX XXXX XXXX. I emphasized that I had no knowledge of or connection to this country and had never transferred more than a few XXXX dollars via Western Union. The representative flagged the transaction as fraudulent ( XXXX XXXX : XXXX ) and advised me to take the following actions : Contact XXXX XXXX  Cancel my debit card immediately and report the fraud. 
File a Police Report Open a fraud report with the local police upon returning to the U.S. 
Following their advice, I called XXXX XXXX  using their international number ( XXXX ) to cancel my debit card due to fraud. Upon my return to the U.S., I submitted a Debit Card Fraud report to the XXXX XXXX Police Department ( Case Number : XXXX ). I then visited a XXXX branch in person to formally report the fraudulent transaction. 
XXXX XXXX  Denial of the Fraud Claim After approximately one month, I received a letter from XXXX XXXX  denying my claim on the grounds that the transaction was deemed authorized. I contacted the number provided in the letter to dispute this determination and explained : I did not make the transaction. At XXXX XXXX. CST when the transfer occurred, I was in XXXX. 
The transaction details did not match my information : The device ID used for the transaction was listed as XXXX, which does not correspond to any of my devices or IMEI numbers. 
The IP address associated with the transaction was traced to XXXX, XXXX, while I was physically in XXXX. 
The recipient of the funds was located in XXXX, XXXX XXXX XXXX XXXX, a location I have no connection to. 
XXXX requested proof of my visit to XXXX, including my flight itinerary and ticket number, which I promptly provided. Despite this, my claim was denied again. The evidence presented by XXXX clearly showed discrepancies that supported my case, yet they upheld their decision. 
Key Points Supporting My Fraud Claim Geographical Impossibility : I was physically in XXXX at the time of the transaction, as evidenced by my travel records. 
Mismatch of Device and IP Address : The transaction was conducted using an unfamiliar device ID and an IP address located in California. 
Unfamiliar Recipient and Location : The funds were sent to a recipient in XXXX, XXXX, which I have no ties to or knowledge of. 
Uncharacteristic Transaction : The amount of {$1000.00} is far beyond my typical Western Union transactions, which are limited to a few XXXX dollars. 
Despite presenting compelling evidence, XXXX has failed to reverse the charge, leaving me without resolution. I seek assistance in escalating this matter to ensure justice is served.

Company response to consumer: Closed with explanation