1 reviews | Active since Apr 2018
Terrible Service- Gateway- Ms Ngema
I'd like to know why Ms Ngema was rude to me at your Gateway branch/agent.
I went in to receive money via Western Union and I had a horrid experience.
Like everyone time I've used WU I filled in the 'receiving form'. When I went to her, firstly she was having a personal conversation with her colleague. She's supposed to focus and assist me but she was having a conversation. One would think she should prioritize the customer especially since it's a money transaction. Anyways. She proceeds to ask me a question, I couldn't hear her because she had switched off her speaker thing (probably so I won't hear her ever so important conversation with the colleague). She was rather annoyed that she had to repeat herself a few times. Then she started being rude and loud. I gave her the form. She asked me who sent me the money. I said I'd filled in the form and listed the 'sender' she said she wanted me to tell her. I did. She then asked me why I was receiving money from him, I told her AGAIN that I'd filled in the form. She said that doesn't mean anything. I must tell her why I'm receiving money. I said it's a gift. She then proceeds to says "So it's a GIFT??? Just a GIFT?!" In a condescending tone and manner. I said yes it was. She then said I MUST TELL HER WHAT GIFTS IM GETTING. Is it necessary to grill me on that? Anyways she gives me a different form to fill in that's asked THE SAME QUESTIONS as the receiver form AND the questions she's already asked me. I asked if it's compulsory to fill it in to receive the money via WU and she said yes. I filled it in and took a pic of it because it doesn't have any legal section stating that WU requires it prior to receiving money.
What's the purpose of filling in the yellow 'receiver' form if I will have to answer the same questions THREE times?
Given that the sender spent $51 (R612+) and the difference between the current rate and the money I received is R448+ which means WU and Travelex got R1060+ in fees, was it necessary for Ms Ngema to treat me like she was doing me a favor?
I need legal clarity on that 2nd document she asked me to sign.
If she suspected ***** she should have called the cops or flagged my ID or the senders account. It is not her duty to interrogate me.
I understand that questions need to be asked but her tone and manner were beyond disgusting.
Lastly, if you don't want me or the sender using the service PLEASE let us know so we can stop. We can't be spending over R1000 for a 15 min transition AND be treated like this. It's uncalled for.
I'd appreciate it if Ms Ngema went on a customer service course and was a tad more professional.
I'd also appreciate a speedy response to this and need to decide whether I'm using this service again or not.
Good Day
Thank you for bringing this to our attention. A customer service consultant will be in contact with you.
Regards
Western Union
Good Day
Thank you for bringing this to our attention. A customer service consultant will be in contact with you.
Regards
Western Union
Western Union Reference Number: ***1
Dear Nikeziwe Marrenbane,
Western Union is responding to your complaint to the HelloPeter.com portal concerning your transaction. Western Union understands and appreciates you bringing your concerns to our attention.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer’s every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Western Union has conducted an investigation.
As a financial institution, Western Union is required to comply with industry, legal and regulatory standards in the countries we do business in, therefore, Western Union monitors its transactions to ensure that Western Union products and services are not used for transactions that may violate laws or regulations, embrace safe and sound business practices, and avoid risks associated with money laundering or consumer *****. Western Union agents are contractually bound to comply with these set regulations, therefore our agents are required to understand the purpose and nature of the transactions and may require additional information from the consumers. This will help us validate your identity, and most importantly to make sure that Western Union stays in compliance with consumer protection and privacy laws.
Quality service to our customers is our primary concern at Western Union. Western Union apologizes for your overall experience and for the struggles you faced interacting with our Front-Line Associate at the Travelex Umhlanga. Discourteous treatment to our customers is neither excusable nor tolerated at Western Union. Western Union monitors and evaluates agents to ensure quality customer service is provided to our customers and all opportunities for coaching are being addressed.
Western Union considers this case closed. If you have any questions or concerns, please contact our Corporate Office directly by telephone at *** providing case reference number ***1. You may also email our Executive Resolutions Specialist at ***.
Sincerely,
The Western Union Executive Resolutions Specialist
Western Union Reference Number: ***1
Dear Nikeziwe Marrenbane,
Western Union is responding to your complaint to the HelloPeter.com portal concerning your transaction. Western Union understands and appreciates you bringing your concerns to our attention.
Western Union prides itself on delivering a superior customer experience. It is our goal to exceed the expectations of our customer’s every time they use one of our products or services. Whenever an issue is brought to our attention, we take it very seriously and move to correct the issue quickly.
Western Union has conducted an investigation.
As a financial institution, Western Union is required to comply with industry, legal and regulatory standards in the countries we do business in, therefore, Western Union monitors its transactions to ensure that Western Union products and services are not used for transactions that may violate laws or regulations, embrace safe and sound business practices, and avoid risks associated with money laundering or consumer *****. Western Union agents are contractually bound to comply with these set regulations, therefore our agents are required to understand the purpose and nature of the transactions and may require additional information from the consumers. This will help us validate your identity, and most importantly to make sure that Western Union stays in compliance with consumer protection and privacy laws.
Quality service to our customers is our primary concern at Western Union. Western Union apologizes for your overall experience and for the struggles you faced interacting with our Front-Line Associate at the Travelex Umhlanga. Discourteous treatment to our customers is neither excusable nor tolerated at Western Union. Western Union monitors and evaluates agents to ensure quality customer service is provided to our customers and all opportunities for coaching are being addressed.
Western Union considers this case closed. If you have any questions or concerns, please contact our Corporate Office directly by telephone at *** providing case reference number ***1. You may also email our Executive Resolutions Specialist at ***.
Sincerely,
The Western Union Executive Resolutions Specialist