HD
Henry D
1 reviews | Active since Feb 2019
25 Feb 2019, 12:03
Western Union.. Pathetic Service... Poor systems in place... Zero Customer Care...
I have made a transfer via Western Union and with the difference between first name, surname and family names when one send from an anglophone country to a francophone country. The recipient was never able to get the money. I requested for a change in names but they can never help. I then request for a refund but they asking me too fly back to the location where I initially made the transfer. Then started the back and forth emailing about how they are pushing for assistance. Soon, it will be two months and they will probably announce me that the money is lost. A whole 500$.
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Western Union's replyOfficial
28 Mar 2019, 15:51Western Union Reference Number: ***4
Dear Suanga Dubier Henry,
Western Union is writing in response to the complaint received from you through Hello Peter. In your complaint, you indicate that you have been unsuccessful in collecting a refund since it was refunded back to the country where you originally sent the funds from. You would like assistance with this refund since you cannot fly back to Uganda in order to pick up these funds.
Western Union has investigated your concerns; Our records indicate that on 03/13/2019, you were issued a refund for pick up in Uganda. This refund was for the principal and charges.
MTCN: ***
On 03/20/2019 we called you and verified details to ensure you were the original sender of the Money Transfer. After validating this information, we informed you that if we changed the expected payout location this could affect the amount refunded due to currency exchange rates. You accepted this since you wanted your funds available in South Africa as soon as possible.
We made these changes for you as requested and advised that your refund was available for pick up in South Africa. We can confirm your refund was picked up at an agent location in South Africa on 03/21/2019 at 06:16:00 AM EST.
We sincerely apologize for any inconvenience you have experienced with obtaining the specified Western Union refund and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please email us at *** and provide the Western Union Reference #: ***4. You may also contact me directly at the email address and phone number referenced below between the hours of 7:00 to 4:00 PM, U.S. MST, Monday through Friday.
Sincerely,
The Western Union Executive Resolutions Team
Western Union's reply28 Mar 2019, 15:51
Official
Western Union Reference Number: ***4
Dear Suanga Dubier Henry,
Western Union is writing in response to the complaint received from you through Hello Peter. In your complaint, you indicate that you have been unsuccessful in collecting a refund since it was refunded back to the country where you originally sent the funds from. You would like assistance with this refund since you cannot fly back to Uganda in order to pick up these funds.
Western Union has investigated your concerns; Our records indicate that on 03/13/2019, you were issued a refund for pick up in Uganda. This refund was for the principal and charges.
MTCN: ***
On 03/20/2019 we called you and verified details to ensure you were the original sender of the Money Transfer. After validating this information, we informed you that if we changed the expected payout location this could affect the amount refunded due to currency exchange rates. You accepted this since you wanted your funds available in South Africa as soon as possible.
We made these changes for you as requested and advised that your refund was available for pick up in South Africa. We can confirm your refund was picked up at an agent location in South Africa on 03/21/2019 at 06:16:00 AM EST.
We sincerely apologize for any inconvenience you have experienced with obtaining the specified Western Union refund and in using our services. It is our hope that you will not base your opinion of us on this incident, but that you will give us another opportunity to provide you with the high quality service that has made Western Union a global leader in the money transfer industry.
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please email us at *** and provide the Western Union Reference #: ***4. You may also contact me directly at the email address and phone number referenced below between the hours of 7:00 to 4:00 PM, U.S. MST, Monday through Friday.
Sincerely,
The Western Union Executive Resolutions Team