Consumer complaint received 2021-05-18 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: WESTERN UNION COMPANY, THE
State: CA

Complaint narrative:
On XX/XX/XXXX, XXXX and XXXX XXXX I transacted with Western Union Financial Services via their phone application a transfer to the mother of my XXXX daughters in the City of XXXX, XXXX California XXXX in XXXX, My friend for a urgent need in XXXX, XXXX and finally with ex brother in law located in XXXX, XXXX. The services that I contracted promised the delivery of funds within minutes. The terms of service also said that transfers to bank accounts with XXXX, XXXX and XXXX was also recognized by Western Union as a " Real-time transfer '' I transferred the amount of {$2500.00}, {$2500.00}, XXXX and {$500.00} in US Dollars and Western Union Promised to deliver in XXXX Pesos Currency the amount of {$48000.00}, {$49000.00}, {$3000.00} and {$9700.00} respectevely. 

Since the transfer did not arrived within the minutes as Western Union advertises, I contacted them on XX/XX/XXXX XXXX, XXXX and XXXX. On XX/XX/XXXX I received an email from Western Union email account at " XXXX '' requesting certain items information that included i. An Official ID form ii. My Social Security Number iii. Complete Copy of Bank Statement iv. Description of my profession and my phone number v. Description of my relationship with the recipient of the funds and finally vi. A Description of what I intended to do with the funds. 

I responded to this inquiry within minutes. 

In the past Wester Union has also requested this type of information on larger transfer. But in this instance their delay and request seem to be more associated to my complaining about their delays in the transfer of funds and their financial gain on holding off to monies for better exchanges and interest earn. 

To their request I provided a i. Copy of the valid back and front of my USA Passport Card 2. My social security number and 3. A complete bank statement from my company showing the sources of funds and my expenses. 4. I described my profession as XXXX XXXX XXXX and XXXX which is what I do for a living and provided my cell phone number XXXX. 5. I explained that the money is for my common wife in XXXX ( In XXXX after living together for a period one person can became common marriage ) I explained that we have to daughters in common and that I help support my wife, my daughters with my income from work and investments. Both children are dual nationals. 6. I explained that the funds sent are intended to be utilized for household expenses but more over for a medical procedure my wife is expected to have on XX/XX/XXXX. For the transfer of XX/XX/XXXX and XXXX, XXXX they did not request any explanations. 

Western Unions actions possess a treat to the wellbeing of people in California and of The United States around the world. Their delays and their false advertisement may lead to consumer to send money relaying on their promise of real time money transfer when that is not the case. As in my case, the money was sent is for a medical procedure on three of the four transfer request. One was an emergency medical situation. When the prepayment these procedures can not be performed, and people can die. Yes, people can die because to get medical treatment you need to prepay for medical services in XXXX is the norm. Your department must protect the consumer from these practices. 

Delays if any reason inclusive of those for security purpose must be resolved within in minutes if they can not be affected because the need for funds maybe dire. Delays of working business days or giving 24-48 hours is not acceptable when this company works and takes transfers via their many outlets 24 hours per day, 7 days a week. If the company only worked during regular business hours or their business relies only on business hours operation, then it would be reasonable to not respond to this emergencies. Western Union licensed should be cancelled and prevented from harming more consumers with their illegal practices.

Company response to consumer: Closed with explanation