Consumer complaint received 2018-06-12 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Unexpected or other fees — 
Company: WESTERN UNION COMPANY, THE
State: IL

Complaint narrative:
I made a money transfer through the Western Union XXXX on XX/XX/XXXX of a total amount of XXXX. I noticed right away in my checking account a duplicate transaction for the same amount on the same day. Please be informed I took a screenshot through the application immediately ... one transaction was completed and the other one stated it was in progress. Therefore, I took immediate action and called Western Union. Unfortunately, when I called the first time I did not take the representatives name or any sort of reference number, but I was informed that the second transaction was frozen because it was a duplicate of the first transaction and that western union itself froze it because they caught it on time. It all made sense since one transaction processed immediately and the other was " in progress '', let me re-instate I have the screenshot of this as evidence. I was informed by the representative that he could not do anything until the payment was " unfroze '' to please call back within 48 hours. I immediately contacted my bank I spoke to representative XXXX and described the situation as I thought it was odd they could not fix the issue right away, she advised me to wait and see if the issue could be resolved by Western Union and if not that I could submit a complaint when I returned from my international vacation. On XX/XX/XXXX, 48 hours later I contacted Western Union, I spoke to Manager XXXX because the agent that answered the phone call informed me that the receiver had already received the transfer & that they could not do anything. When transferred to XXXX, he informed me that the receiver did indeed receive the money but that he was going to contact the receivers bank immediately to request a refund and that I should receive my refund within 7-14 business days my case # XXXX. He apologized and stated the western union app was experiencing some sort of glitch and was creating duplicate transactions. Upon return from vacation I did not receive an e-mail or call from western union or a refund. I contacted them on XX/XX/XXXX spoke to XXXX and she could not see any status in regards of matter in her system and transferred me to JJ a specialist that has the ability to stop payments. I explained the situation to XXXX and he understood but informed me with all honesty that had they transferred me to his department since the beginning when the payment was frozen he could have stopped it and refunded me the duplicate payment of XXXX immediately. I asked why I was not transferred to that department since the beginning and he did not have an answer for my question, he was very helpful and honest from our conversation. Therefore, I took immediate action and filed a claim with my bank on XX/XX/XXXX regarding this unauthorized activity in my account. My bank did an investigation & after performing the investigation ruled in my favor and refunded me the duplicate transaction of XXXX on XX/XX/XXXX. That same day XX/XX/XXXX I received an email from western union stating the following " unfortunately we were unable to withdraw the payment before your receiver got the transferred funds. Please call us immediately to set up payment ''. I also starting getting numerous collection calls. I was in complete shock, why would western union start harassing me and lie when they indeed did take away two transaction of XXXX that processed out my bank on XXXX and then come back on XX/XX/XXXX stating they were unable to withdraw refunds. Please keep in mind I have my checking history as well as their e-mail. I called my bank after the holiday weekend on XX/XX/XXXX and spoke to XXXX. He informed me I shouldn't be getting any collection calls or threats that I will be going to collections because my bank made a thorough investigation, and in that investigation it was founded that Western Union did not do on their end what they had to do when I immediately called them and that I was not to be held reliable for their errors. I need your help. Should I be held reliable for the error they made in their behalf and have to pay them or did my bank inform me correctly. My credit score is in good standing I am a good faith citizen but do not believe I should be held liable when since the beginning I did what I had to do and there was miscommunication on their behalf.

Company response to consumer: Closed with explanation