Consumer complaint received 2026-05-18 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: FL

Complaint narrative:
b'On XXXX XXXX XXXX, I purchased four Western Union money orders from XXXX XXXX on XXXX XXXX in XXXX XXXX, Florida. Each money order was for $XXXX, totaling $XXXX in face value. My total purchase amount was $XXXX, including the $XXXX fee for each money order.\nAfter I deposited the four money orders into my checking account, my bank notified me that the items required investigation and later indicated that the money orders were considered fictitious or altered, or words to that effect. I did not create, alter, or knowingly deposit any fictitious instrument. I purchased these money orders in person from XXXX through what I understood to be an authorized Western Union money-order process.\nFollowing Western Unions process, I filed a police report. Police verified with the XXXX manager that I was the person who purchased the money orders. I also have a Western Union reference/case number for this matter: [XXXX XXXX XXXX].\nThis matter has now been pending for over a month. Western Union is contacting me again using substantially the same language and requesting the same investigation materials again, including original receipts and supporting documents. This is unfair and unreasonable because I already initiated the investigation process, the purchase was verified, and Western Union should have internal transaction records connected to the money-order serial numbers, purchase location, date, and case/reference number.\nI am also having trouble using Western Unions submission and complaint channels. The email address Western Union provided for me to send the requested documents is not working; my message will not send. I also attempted to file a complaint through Western Unions website, but the complaint portion of the page appears blank or nonfunctional, preventing me from submitting the issue through their own complaint system.\nAdditionally, when I spoke with Western Union personnel, I was told I could start the refund process, but that $XXXX would be withheld from each money order. Since there are four money orders, that would mean $XXXX would be deducted from the $XXXX face value. In other words, even though I paid $XXXX and purchased these money orders in good faith, Western Unions stated refund process would return only $XXXX. I believe this is improper under the circumstances because the issue was not caused by me. I purchased the money orders at an authorized retail location, deposited them through my bank, filed a police report, and cooperated with the investigation.\nI am requesting that Western Union confirm the issuance and status of each of the four $XXXX money orders, explain why they were treated as fictitious or altered, provide a working secure method for submitting documents, and refund or replace the full amount without deducting $XXXX per money order. I am requesting recovery of the full $XXXX I paid, or at minimum the full $XXXX face value of the money orders plus any applicable fees, unless Western Union provides a complete written explanation supported by transaction records.'

Company response to consumer: Closed with explanation