Consumer complaint received 2021-04-05 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Wrong amount charged or received — 
Company: WESTERN UNION COMPANY, THE
State: AP

Complaint narrative:
I have emailed western union over 10 times called them and complained to the Better Business Bureau. What I have gotten back in answers is 1st it is not their fault 2nd they have checked and the money has Been deposited 3rd nothing more to see here.

I would like to say if I took someones money and lost part of it I would first do the right thing and verify if the money reached the intended party then fix this problem with the customer then I would try to make sure it does not happen to the next person or at least open lines of communication to make sure it does not happen again.

So what I got back from western union is that they take to a 3rd party and the money was received and sent to the the Bank in the XXXX. When I asked western union for who received the money ( 3rd party Member ) and to get a receipt from them showing the transfer to the Bank in the XXXX. I was told they don't have that information. 

I used western Union for years and always enjoyed their service. This is the 1st time I ever had a problem. Then when I complained to the company I was only able to get one more online transfer thru. Now I can't use the system at all. I thought it was because I was in the XXXX. I tried to use the service in the States this last XXXX to do a stateside transfer and once again it would not work. Not only have they taken my money without out seeing their service thru but now I can't even use their service anymore. When I ask about my service they say nothing is wrong with it. I have been force to use other services which have cost me even more in fees.

This is one of my first emails I sent to western Union about this case. 


My name is XXXX XXXX WU Member XXXX XXXX XXXX Tracing # ( XXXX ) XXXX XXXX XXXX I sent XXXX XXXX converted to XXXX on XX/XX/2020 to my wife 's bank account in the XXXX My wife received in her account XXXX peso on XX/XX/XXXX leaving XXXX peso unaccounted for. 
She contacted the bank and they instructed her to have me call western union. 

My bank was debited XXXX USD on XX/XX/2020 I am currently on 14 day XXXX in XXXX and can not call at the present time due to hotel internet restriction. 
you can contact only thru my email until I get out of XXXX around XX/XX/2020. 

My wife 's name is XXXX XXXX she is in the XXXX and her number is XXXX I can received and do zoom calls if that helps. I am using my email of XXXX as my user ID. 

This is one of the answers I received Dear XXXX, Thank you for choosing Western Union to move your money for better.

This is to inform you that, Western Union is not a banktherefore, we do not qualify for a rate as favorable as a bank may get. Western Union has to consider the risk involved in setting up Agent locations in foreign countries. Western Union sets foreign exchange rates accordingly in order to absorb some of the risk. 

Also, exchange rates change on a daily basis, and the rate quoted is for the current date and time only. For fixed money transfers, rates are calculated on the date sent. For unfixed money transfers, the receiver collects the rate on the date and time the funds are picked up. Exchange rates for most countries are automated and change at XXXX XXXX or XXXX XXXX Eastern time. The rates for a few countries, however, are changed manually throughout the day by the manager on duty.

I hope I answered your concern.

Should you need further assistance as efforts are made to resolve your concern, please let us know.

Finally, please remember to bookmark our Help Center page where you can always find the most current information on Western Union products and services.

Sincerely, Western Union Customer Care ref : XXXX : ref

Company response to consumer: Closed with explanation