RM
Richard M
1 reviews | Active since Jun 2020
14 Dec 2021, 11:26
Bad service
Hi
I went to one of you brunches in Balfour park, JHB, WU, I found a lady at the front desk, she wasn't so helpful she was rather giving me an attitude than to actually do her work and leave me happy. Upon me arraving at the counter she asked all the necessary security questions including the code , I told her everything , and she wanted to know how much am Expecting , told her the amount in Euros as it is , she then told me she won't be helping me because I can't convert the money in Dollars. Aow, what level of crab is that, for me to use the service I should know know the conversation rates in the universe, am just not happy that I couldn't be assisted and I needed money very agent , am very much inconvenienced now and am angry , I feel like , WU doesn't train their tellers on how do deal with customers , and they staff turn to feel like they doing us favour when we use the service that we even pay for.
Am asking this to be resolved as I need my money as in like yesterday *WU Balfour park JHB ****
I've been using WU for years now , and I won't tolerate all this , I can consider other options . If this is their way of doing things .
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Western Union's replyOfficial
16 Aug 2022, 20:01Dear Richard Malefahlo,
Western Union is writing in response to the complaint received from you through the Hello Peter portal. In your complaint, you indicate that you had visited a retail location in Balfour Park, Johannesburg, South Africa to collect funds sent to you via Western Union Services and were denied the funds. The Front Line Associate (FLA) was unprofessional and refused to provide you your funds because you did not know the conversion rate of the funds sent to you. You need your funds urgently and also want an apology from the FLA.
Thank you for providing the transaction details and the additional information requested.
Western Union has investigated your concerns and have found the following:
Your transaction MTCN ***-***-1426 for 400.00 Euro.
Our records show that a retrieval was attempted on the above transaction on December 14, 2021 at 2:53 AM Eastern Standard Time and the process was not completed.
A second attempt shows that the funds were successfully collected on December 14, 2021 at 7:57 AM Eastern Standard Time in the amount of $ 417.39 USD. Kindly note that all transactions must be sent under the South Africa USD option in the system, but the funds will be paid out to customer in Local Rand (ZAR) due to regulatory requirements.
In addition, we have followed up with the agent located at Balfour Park, JHB about the poor level of service you reported and their refusal to release the funds to you. We received the following communication.
“Mr Malefahlo was at our location in Balfour Park to collect funds using his SA Passport which is not an acceptable form of identification per SARB regulations and company policies. Please know that the transaction could not be processed successfully due to these regulations and not due to any lack of knowledge of the conversion rates by our client. The clients are not required to know the amount expected in ZAR. We apologize for any misunderstanding in this incident.”
Western Union must comply with various country regulations, laws and restrictions to be allowed to conduct business in a specified country. Unfortunately, Western Union has no control over these regulations, laws or restrictions. Please also be advised that each agent location may also have their own company policies and procedures. You can find additional information at the Terms and Conditions section at www.westernunion.com.
Western Union has concluded its investigation; however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: ***. You can also email us at ***.
Sincerely,
Ako, OP ID # 162
Executive Resolutions Team
Western Union's reply16 Aug 2022, 20:01
Official
Dear Richard Malefahlo,
Western Union is writing in response to the complaint received from you through the Hello Peter portal. In your complaint, you indicate that you had visited a retail location in Balfour Park, Johannesburg, South Africa to collect funds sent to you via Western Union Services and were denied the funds. The Front Line Associate (FLA) was unprofessional and refused to provide you your funds because you did not know the conversion rate of the funds sent to you. You need your funds urgently and also want an apology from the FLA.
Thank you for providing the transaction details and the additional information requested.
Western Union has investigated your concerns and have found the following:
Your transaction MTCN ***-***-1426 for 400.00 Euro.
Our records show that a retrieval was attempted on the above transaction on December 14, 2021 at 2:53 AM Eastern Standard Time and the process was not completed.
A second attempt shows that the funds were successfully collected on December 14, 2021 at 7:57 AM Eastern Standard Time in the amount of $ 417.39 USD. Kindly note that all transactions must be sent under the South Africa USD option in the system, but the funds will be paid out to customer in Local Rand (ZAR) due to regulatory requirements.
In addition, we have followed up with the agent located at Balfour Park, JHB about the poor level of service you reported and their refusal to release the funds to you. We received the following communication.
“Mr Malefahlo was at our location in Balfour Park to collect funds using his SA Passport which is not an acceptable form of identification per SARB regulations and company policies. Please know that the transaction could not be processed successfully due to these regulations and not due to any lack of knowledge of the conversion rates by our client. The clients are not required to know the amount expected in ZAR. We apologize for any misunderstanding in this incident.”
Western Union must comply with various country regulations, laws and restrictions to be allowed to conduct business in a specified country. Unfortunately, Western Union has no control over these regulations, laws or restrictions. Please also be advised that each agent location may also have their own company policies and procedures. You can find additional information at the Terms and Conditions section at www.westernunion.com.
Western Union has concluded its investigation; however, if you have any additional questions or concerns regarding this resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: ***. You can also email us at ***.
Sincerely,
Ako, OP ID # 162
Executive Resolutions Team