Consumer complaint received 2025-12-03 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Lost or stolen money order — 
Company: WESTERN UNION COMPANY, THE
State: MI

Complaint narrative:
I am filing this complaint regarding Western Unions mishandling of an investigation into two stolen money orders I purchased. These money orders were stolen out of a drop box at a rental property and were part of a police investigation. I contacted Western Union immediately. Over the next year, Western Union repeatedly gave me incorrect information and never once told me about an affidavit that was required. They are now denying any refund because its been a year, even though they never informed me of the affidavit in the first place.

Details of the Issue I purchased two Western Union money orders ( I can provide the numbers and receipts ). 
Those money orders were stolen from a rental property drop box, which resulted in a formal police investigation. 
I notified Western Union immediately after discovering the theft. 
After Western Union conducted its research, they informed me that the money orders had been fraudulently cashed at a XXXX XXXX  in Ohio. 
Every time I contacted Western Union over the course of a year, I was told : The money orders were cashed, And because they were cashed, there was no refund available. 
At no point did Western Union inform me : That there was an affidavit I needed to complete, That there was a deadline for this affidavit, Or that an affidavit could have allowed for a refund or proper fraud investigation. 
A year later after numerous communications and after being misled repeatedly Western Union suddenly told me : I should have completed an affidavit, But now its too late, And therefore they will not refund the stolen funds. 
Western Union is denying me my refund because of a deadline they never communicated, despite my timely reporting and cooperation with both them and law enforcement. 


What I Have Already Done Reported the theft to police and cooperated fully in the investigation.

Contacted Western Union immediately after the theft.

Provided all requested information and proof of purchase.

Called multiple times over a year seeking updates and guidance.

Was repeatedly misinformed or given incomplete instructions.

Harm Suffered Financial loss from the stolen money orders.

Distress and hardship from being misled for an entire year.

Lost time and effort attempting to follow Western Unions inconsistent instructions.

Being unfairly denied a refund due entirely to Western Unions communication failures.

Requested CFPB Action I am requesting that the CFPB require Western Union to : 1. Acknowledge that I was never informed of the affidavit requirement during the year of ongoing communication.

2. Allow me to submit the affidavit now, since the delay was caused by Western Unions own failure to notify me.

3. Issue a refund for both stolen money orders, as they were fraudulently cashed and law enforcement was involved.

4. Provide documentation explaining why they withheld this critical information for a full year.

5. Ensure proper training and oversight so other consumers are not harmed in the same way.

Company response to consumer: Closed with explanation