Consumer complaint received 2026-06-10 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: AR

Complaint narrative:
Product : Money Transfer / Remittance Transfer Issue : Improper handling of international remittance, failure to provide accurate information, unreasonable delay, and failure to provide notice of resolution. I am filing this complaint regarding Western Union 's handling of an international remittance transfer in the amount of approximately {$7100.00} USD sent to XXXX XXXX XXXX XXXX XXXX XXXX XXXX The beneficiary bank advised that the account number associated with the transfer did not exist in its records. Despite this, Western Union repeatedly maintained that the funds had been successfully delivered and refused to provide documentary proof that the funds had been credited to a valid beneficiary account. On XX/XX/year>, in response to my prior CFPB complaint ( Complaint No. XXXX ), Western Union stated that the funds remained with the beneficiary bank and had not been rejected or returned to Western Union XXXX Western Union further stated that it could not issue a refund because the funds allegedly remained with the bank. Over many months, I repeatedly contacted Western Union through phone calls, emails, and complaint channels seeking clarification and resolution. During this period, I was deprived of access to more than {$7000.00} of my funds and experienced significant inconvenience, uncertainty, and stress. Western Union subsequently refunded the funds through a cash pickup transaction at XXXX # XXXX, XXXX XXXX XXXX XXXX, XXXX, Arkansas, on XX/XX/year>. I possess the receipt confirming this payout of XXXX XXXX ( XXXX ) However, Western Union did not provide me with any formal written notice, email, letter, or other communication informing me that : XXXX. The funds had been returned to Western Union ; XXXX. The transaction had been converted to a cash pickup ; XXXX. The funds were available for collection ; or XXXX. The dispute had been resolved. This sequence of events raises serious concerns regarding the accuracy of the information previously provided by Western Union regarding the status of the funds and the adequacy of its communications during the dispute process. As a result of Western Union 's actions and delays, I experienced : Loss of access to approximately {$7100.00} for an extended period ; Significant time spent contacting Western Union and attempting to trace the funds ; Substantial inconvenience and disruption to my personal and financial affairs ; Emotional distress, XXXX and uncertainty caused by the prolonged lack of information regarding the location and status of my funds. I request that Western Union : XXXX. Provide a complete written accounting of the transaction history and dispute investigation ; XXXX. Explain when and how the funds were recovered or returned ; XXXX. Provide records of any notifications allegedly sent to me ; XXXX. Explain why I was not notified that the funds were available for pickup ; XXXX Review compensation for the substantial inconvenience, delay, loss of use of funds, time expended, and distress caused by its handling of this matter. I am attaching supporting documentation, including the prior CFPB complaint materials and the Western Union cash pickup receipt.

Company response to consumer: Closed with explanation