Consumer complaint received 2025-11-08 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Confusing or missing disclosures — 
Company: WESTERN UNION COMPANY, THE
State: AL

Complaint narrative:
On XX/XX/year>, I purchased a {$360.00} money order from the XXXX in XXXX, Mississippi ( insert full store address ). I paid the full amount in cash at the customer service desk. The money order was issued by Western Union. 

I purchased this money order specifically so that I could deposit the funds into my XXXX bank account, as I do not have a local bank branch in my area. When I returned home that evening, I noticed in small print that the instrument stated it could not be deposited by mobile deposit. This restriction was not disclosed by XXXX staff or posted anywhere near the customer service counter. Had I known this, I would not have purchased it, since mobile deposit is my only means of depositing funds into my account. 



Timeline of Attempts to Cash or Refund XX/XX/year> : Purchased the money order at XXXX in XXXX, XXXX XXXX 
XX/XX/year> : Attempted to cash it at the XXXX in XXXX, XXXX XXXX The associate attempted to process it but the system failed, showing the message that it was not a XXXX money order. 
XX/XX/year> : XXXX to the XXXX XXXX again with the same result. I was advised to go back to the original XXXX location. 
XX/XX/year> : Returned to the XXXX XXXX to request a refund. When the associate attempted to scan the money order, XXXX own register system did not recognize it. They told me to call Western Union for assistance. 
XX/XX/year> : Called Western Union to explain the issue. I was told that XXXX no longer cashes Western Union money orders, and that if I wanted a refund, I would have to mail the original and pay a {$15.00} processing fee. 
XX/XX/year> : Called Western Union again and was told the same. 
I also attempted to cash it at XXXX locations in XXXX and XXXX XXXX XXXX ( around XX/XX/XXXX and later dates ) and again at XXXX, XXXX none were able to process it. 
I then visited XXXX separate check-cashing businesses, but they refused to accept it because it was over XXXX days old. 

This process has left me unable to access my own funds for more than a month. 



Summary of XXXX This has been an exhausting and financially harmful experience. I am still unable to access the {$360.00} that I paid in cash. To get my money back, Western Union requires I pay a {$15.00} refund fee, or else I must find a third-party XXXX XXXX that will take an outdated instrument and charge additional fees. 

I purchased this money order in good faith as a safe way to transfer cash into my verified XXXX bank account. The undisclosed restriction on mobile deposits and the subsequent refusal by both XXXX and Western Union to process or refund it without penalty has caused unnecessary financial hardship, wasted time, and transportation costs. 



Why This Practice Is Predatory and Potentially Unlawful XXXX. Failure to Disclose Limitations : Neither XXXX nor Western Union disclosed that their money orders could not be deposited via mobile deposit. This omission misleads consumers who rely on such services for legitimate banking purposes, particularly those without local banks. 
XXXX. Refusal to Honor Refunds Without Fees : Requiring a {$15.00} refund processing fee for an unusable instrument purchased in good faith is disproportionate and exploitative, especially when the issue arises from XXXX and XXXX XXXX own systems. 
XXXX. Deceptive and Unfair Practices ( UDAAP ) : This situation appears to violate sections of the Consumer Financial Protection Act ( 12 U.S.C. 5531 and 5536 ), which prohibit unfair, deceptive, or abusive acts or practices ( UDAAP ). The sale of a financial instrument without full disclosure of its restrictions and the refusal to process it afterward may constitute such a violation. 
XXXX. Breach of Duty and Good Faith : Under the Uniform Commercial Code, negotiable instruments are expected to be redeemable and valid at the time of issuance. Denying redemption or refund through standard means undermines consumer trust and breaches the implied warranty of fitness for purpose. 
XXXX. Disproportionate Impact on XXXX and XXXX XXXX : This situation particularly harms consumers without local banking access or reliable transportation, as they must pay additional fees or travel significant distances to retrieve their own money. 



Requested XXXX I am requesting : A full refund of {$360.00} without any deduction of the {$15.00} processing fee. 
A review of XXXX and XXXX XXXX consumer disclosure practices to ensure customers are properly informed about restrictions on their money order products. 
XXXX or corrective action ensuring that money orders sold in retail stores remain usable and redeemable without additional financial penalties. 



Thank you for your attention to this matter. 
I trust the XXXX will review this as a case of predatory and unfair financial practice affecting unbanked consumers.

Company response to consumer: Closed with explanation