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Makaita G

1 reviews | Active since Apr 2015

11 Aug 2019, 16:36

Worst customer service in SA

I went to Western Union Sunnypark mall between 12 and 1pm or thereabouts to collect money that my sister sent from UK. I found one lady who could be coloured or Indian behind the counter. She rudely told me that she had no cash to give me. I asked how that was possible and she told me that it was very busy so the cash got finished. She behaved like I was disturbing her. Another lady came and she WS given the same rude response.

I then asked when I could come back to check and she told me to come back the next day at 9am. I asked her to tell me the nearest branch and she told me to go to Brooklyn mall or Hatfield plaza. I had to ask around where I could get taxies to Hatfield and walked for some twenty minutes. The inconvenience was just too much. I got to Hatfield and met a friendly team. When I told them about my ordeal at Sunnypark mall they said the lady is always referring customers to their branch.

Its my first time to walk into a bank and be told there is no money. Why don't you guys close the shop if there is no money? Why open the shop just to give your customers poor service? How does a bank fail to deliver on its core business?

0
Replies (3)
Western Union
Western Union's reply14 Aug 2019, 15:36
Official
Good day Makaita G

Thank you for bringing this to our attention. A Western Union Executive Service Consultant will be in contact with you in due course.

Kind Regards
Western Union
Western Union
Western Union's reply21 Aug 2019, 00:04
Official
 Dear Makaita G,  Western Union is writing in response to the complaint we received from you which was addressed to HelloPeter.com. In your complaint, you indicate that you attempted to collect funds sent to you; however, there was not enough cash to provide you and you were not comfortable with the way it was communicated to you.  I am a specialist for the Executive Resolutions team at Western Union’s corporate headquarters and I will be handling your case. An investigation into your concerns has been initiated at this time and I will provide findings of our investigation to you as soon as they are made available.  I assure you that your business is greatly valued and sincerely regret any inconvenience you have experienced with the initial handling of your issues.  Please feel free to follow up with me directly if you have any additional questions or concerns. I am available between 8:00 am – 5:00 pm (U.S.-Mountain Time), Monday through Friday.  Sincerely,  María Fernanda Jaubert Executive Resolutions Specialist | ERT Western Union 7001 East Belleview Avenue, Denver, CO 80237 Direct line: +1 732 – 694 – 2910 *** 
Western Union
Western Union's reply28 Aug 2019, 17:15
Official
 Western Union Reference Number: ***0 Dear Makaita G, Western Union is writing in response to the complaint we received from you which was addressed to the HelloPeter.com portal. In your complaint, you indicate that you attempted to collect funds sent to you; however, there was not enough cash to provide you and you were not comfortable with the way it was communicated to you. Western Union prides itself on delivering a superior customer experience.  It is our goal to exceed the expectations of our customers 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.  We are currently working with our business partners in order to address the issues you experienced with our Customer Service. In addition, consider that service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, agent location hours, and differences in time zones. We sincerely apologize for any inconvenience you have experienced with the specified Western Union transaction 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 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