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Jabulile I

1 reviews | Active since Jul 2019

31 Jul 2019, 16:09

Western Union Rossettenville/ Travellex

What a bad expirience!!!! Yesterday i went to Travelex at Rossetenville to send money to Nigeria via Western union. It was 1200 including charges. Today the receiver called saying they said transaction has been cancelled. I went personal to Rossetenville branch to find out the reason why, They said maybe the person is collecting money for different people or maybe he has collected the money already. I told them Western union always sends me the message once the money has been collected. The next thing they say is, i have to wait while they send my paper work I dont know to where. then they told me if they return it tgey will take charges again. While waiting for almost 30 minutes for them to get a reply from wherever they sent the documents, they call me to say it might take time can i go and come back. I told them i will rather come back tomorrow because i am working night shift and its already to 15h00. before i left the mall they called me back to say i can come and get the refund, when i get there i waited another 30 minutes while they were busy on the system. Then i was told they cant pay me now , tge system does not allow them. They said the branch in Nigeria must send the money back. So i went home without knowing when i will get my money back as they said thry also dont know. I sent the money for a specific reason and it was urgent, I paid the charges almost 30 % of what i was sending and they tell me they will charge me for the refund another 30% of what i have sent. I am not happy at all . Please Hello Peter Help me

0
Replies (2)
Western Union
Western Union's reply31 Jul 2019, 17:15
Official
Good day Jabulile

Thank you for bringing this to our attention. A Western Union Executive consultant will be in contact with you shortly.

Kind Regards
Western Union 
Western Union
Western Union's reply02 Aug 2019, 15:18
Official
 
Western Union Reference Number: ***0 

 

Dear Jabulile Zandile Prudence Ihezuo, 

Western Union is writing in response to the complaint received from you through HelloPeter. In your complaint, you indicate that you sent money to Nigeria and experienced issues with your transaction getting declined; furthermore, you indicate that you were told that you would not be issued a full refund and are asking for a resolution to your concerns. 

Western Union has investigated this matter. At this time, we have confirmed that a refund of your transaction sent via Money Transfer Control Number (MTCN): ***, was completed on 07/31/2019 for the principal and charges in the amount of $80.85 USD. The refund was issued to you via Money Transfer Control Number (MTCN): ***. 
 
Western Union cannot complete your transaction at this time because we cannot verify the information you have provided regarding your transaction in order for us to comply with our legal obligations.  We apologize for the inconvenience; however, we cannot provide you with any additional information regarding why your transaction was declined for legal and proprietary reasons. Western Union reviews all transactions separately and a previous decision to approve or decline a transaction does not necessarily result in a decision to approve or decline the use of Western Union’s products or services in the future. 
 
We have reviewed your concerns and Western Union has declined your transaction because it may violate Western Union Policy or our legal obligations to protect consumers and Western Union from ******** activity. We apologize for the inconvenience; however, we cannot provide specific details about why your transaction was declined for legal and proprietary reasons. Please refer to Western Union’s Terms and Conditions at www.wu.com for more information. 

Please note that your beneficiary is not currently permitted to send or receive funds via the Western Union Money Transfer service. Western Union’s Money Transfer Service Terms and Conditions provide that Western Union and its Agents have the right to refuse service to any person. 
 
We sent you a separate email with a reinstatement questionnaire which can be completed by your beneficiary and submitted to *** for this decision to be reviewed. 
 
Western Union truly values your business and sincerely regrets any inconvenience you have experienced as a result of the aforementioned compliance process. 
 
Western Union considers this case closed. If you have you have any additional questions or concerns regarding this complaint or resolution, please contact our Corporate Headquarters at ***, and provide the Western Union Reference #: ***0. You may also email us at ***. 
 
Sincerely, 
 
The Western Union Executive Resolutions Team