Consumer complaint received 2025-09-04 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Unexpected or other fees — 
Company: WESTERN UNION COMPANY, THE
State: CA

Complaint narrative:
On XX/XX/year> I purchased a {$900.00} money order from XXXX located at XXXX XXXX XXXX in XXXX California. The money order was given to landlord for rent. Landlord deposited the {$900.00} into her XXXX XXXX account and money order was rejected. 

On XX/XX/year> Landlord notified me money order was rejected. 

On XX/XX/year> I contacted XXXX by way of phone call and in person and spoke with manager/XXXX. XXXX said that Western Union put a hold on my money order and they were not able to contact anyone to help me with this situation, absolutely it was in my hands to figure this out. I asked if XXXX could just call Western Union to fix this issue and the response was " No ''. 

On XX/XX/year> I called Western Union at XXXX and spoke with XXXX and I was told that they could not help me since XXXX put the money order on hold and XXXX needs to call them personally. I asked if XXXX could call XXXX, he said NO. I asked if I could conference call, he said NO. 

On XX/XX/year> I called XXXX and spoke with XXXX again and I asked if he could call Western Union, he said NO but I could call Western Union to figure out the hold. 

On XX/XX/year> I called Western Union again and spoke with XXXX and re-explained situation. I asked for instruction for refund. I was told I can not get a refund because the Money Order is on hold and they can not take hold off. I asked for a supervisor. I spoke with XXXX and she said XXXX needs to contact Western Union to fix the hold. XXXX provided me with a case number and she emailed me a link so that I could request a refund. 

On XX/XX/year> I contacted XXXX XXXX and spoke with XXXX and explained situation. I was told that Western Union put the Money Order on hold. I was transferred to Public Relations. I spoke with a supervisor/XXXX  and he told me to contact financial department. 

On XX/XX/year> I called XXXX department and spoke with XXXX. XXXX provided me with a Ticket Number and he said he would look into this. 

On XX/XX/year> XXXX called me back and said that money order may have been deposited twice and therefore rejected possibly fraud. He said all looked clear on his side and for me to request a refund from Western Union. 

On XX/XX/year> I submitted refund request. 

On XX/XX/year> I received email from Western Union saying my refund was not approved. 

On XX/XX/year> I called Western Union again and spoke with XXXX she said to resubmit, I resubmitted. 

On XX/XX/year> Western Union emailed saying my refund was not approved. 

On XX/XX/year> I called Western Union and spoke with person by name of XXXX and he transferred me to XXXX. I provided him with the email case number he said he would escalate my case and unsure how long will take. I was given a new case number. 

On XX/XX/year> I called Western Union for status of case. I was told by XXXX that XXXX put a hold on Money Order and I can not get refund. I asked for supervisor and spoke with XXXX. XXXX said she will contact Agent support to see if anything they could do to help me but can not promise anything. She can not transfer my call to XXXX XXXX she will email them and wait for a response. Someone will email me later or few days. She provided me with a new case number. 

On XX/XX/year> I called XXXX department and spoke with XXXX. She assured me that Western Union had already emailed them saying hold was because someone deposited twice and that I should have been able to get my refund because the hold should have been cleared by Western Union. XXXX said she would follow up with Western Union and get back to me as soon as she gets a response. 

I need my refund please. I am unsure if I should upload receipts within this complaint form. I have submitted receipt from original purchase XXXX receipt and receipt of Money order stub already directly to Western Union.

Company response to consumer: Closed with explanation