Consumer complaint received 2026-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Fraud or scam — 
Company: WESTERN UNION COMPANY, THE
State: CA

Complaint narrative:
I am submitting this complaint regarding Western Unions handling of a fraud report involving approximately {$4000.00} in money orders. After identifying clear signs of fraud in a rental transaction, I promptly reported the issue to Western Union on XX/XX/XXXX, before I was ever notified that the money orders had been negotiated. Despite my timely report and explicit request to stop the transaction, Western Union provided conflicting information, failed to provide meaningful updates, and ultimately allowed the money orders to be cashed on XX/XX/XXXX, approximately ten months after my fraud report. I was never notified of this negotiation and only became aware on XX/XX/XXXX, after repeatedly contacting Western Union and requesting documentation. After sending the money orders, I discovered discrepancies that raised immediate fraud concerns, including inconsistencies between the name on the drivers license, the name on the rental lease agreement, and the name associated with the bank information, all of which clearly indicated fraudulent activity. I contacted XXXX Bank and was informed that only Western Union could stop the money orders. On XX/XX/XXXX, I contacted Western Union, reported the suspected fraud, and requested that the money orders be stopped before negotiation. During this call, I received contradictory statements : I was first told the transaction could be stopped, then told it could not be stopped, and later told that the funds were frozen. I relied on the representation that the funds were frozen and inaccessible. Acting in good faith, I attempted to file a police report, which was declined due to jurisdictional complexity involving fraud, identity theft, cybercrime, and out-of-state activity. I also filed a complaint with the FBI IC3 system, sought legal advice, and repeatedly contacted Western Union for updates. Despite these efforts, I received no meaningful updates or resolution. After obtaining additional legal advice, I contacted Western Union again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. After being transferred multiple times, I reached a XXXX XXXX representative who opened a formal report, provided copies of the endorsed money orders, and confirmed that the money orders had been cashed on XX/XX/XXXX. This was the first time I was made aware that the funds had been negotiated. This situation presents a serious and unresolved discrepancy. I reported fraud prior to negotiation and was told the funds were frozen, yet the funds were later cashed approximately ten months later. This raises critical questions about how the funds could be negotiated if they were truly frozen, or why I was told they were frozen if they were not. This reflects a clear procedural failure and inconsistent communication. At no point was I clearly notified that the money orders had been cashed, informed of the exact date of negotiation, properly advised of my right to file an Affidavit of Forgery, or informed of any applicable deadlines. Communications were sent through no-reply email addresses and were fragmented into separate messages for each money order, making them appear like spam. No phone or mailed notifications were provided despite my communication preferences. Western Union also provided inconsistent and confusing guidance. I was told I could not file an Affidavit of Forgery due to a one-year deadline, yet I was later instructed to download and submit the same affidavit. Documentation provided was incomplete, as only two of the four money orders were sent and the Affidavit of Forgery form itself was missing. These inconsistencies made it extremely difficult to properly pursue my claim. Additionally, Western Union created significant barriers to communication and access by requiring multiple lengthy calls involving repeated transfers between departments and providing incorrect phone numbers. Each call took approximately one to three hours to reach the correct department, while responses were sent via no-reply emails that prevented direct communication. Even after escalation, I was forced to restart the process repeatedly. I was often transferred four to five times per call, and after submitting a claim, I was told it was denied within two days, requiring me to begin the process again upon calling back. On XX/XX/XXXX, I spoke with a representative named XXXX, who confirmed that all details would be documented but stated that she was instructed by a supervisor not to provide her employee identification number. Western Unions handling of this matter raises concerns under the Bank Secrecy Act and FinCEN obligations, which require appropriate action when fraud is reported prior to negotiation, as well as Regulation E ( 12 CFR Part 1005 ), which requires timely investigation and resolution of disputes. In this case, my fraud report was made before negotiation, the funds were allegedly frozen but later cashed, no timely investigation outcome or written resolution was provided, and the dispute remained unresolved for over one year. As a result of these actions, I suffered a financial loss of {$4000.00}, experienced prolonged uncertainty, faced significant difficulty accessing customer support, and was denied a fair opportunity to protect my funds or properly file claims. I respectfully request a full refund of the {$4000.00} due to procedural mishandling, along with written clarification explaining the discrepancy between the funds being described as frozen and later being cashed, when and how I was notified of the negotiation, and confirmation of the internal actions taken following my XX/XX/XXXX fraud report. I also request a review and flagging of the recipients account to prevent further fraudulent activity. I am submitting this complaint in good faith in an effort to resolve this matter. If the issue is not resolved through this process, I am prepared to pursue further action through small claims court to recover my funds. I made timely and reasonable efforts to report fraud and relied on the information provided by Western Union. The combination of conflicting information, lack of notification, incomplete documentation, and significant barriers to communication directly resulted in my inability to protect my funds. I respectfully request a full review and resolution of this matter.

Company response to consumer: Closed with explanation