Western Union - where is my money????
Posted in the Western Union Forum
#1 Oct 31, 2010
Western Union just doesnt care about its customers.
I sent a sum of Chf 1237 (approximately USD $1260) from Switzerland, where I live, to my relative in Bamako, Mali in July 2009. The money never reached its intended recipient. There began my nightmarish experience with Western Union, one that has been dragging on for more than a year.
Western Union argued that the recipient had been identified by the person at the counter through a piece of identity which was validated with the photograph of the bearer. I have sent Western Union all the necessary evidence pointing to the contrary (for example, the number on the identity card of the intended recipient is clearly not the one on the form of receipt. In addition, the expiry date on the identity document presented does not match the date of validity of the identity card of the intended recipient). This clearly demonstrates that the person who collected the money was not the intended recipient and also that none of the identification documents match that of the intended recipient of the funds.
Western Union claims on its website that its method is foolproof and that not only does the company verify the identity of the recipient at the time of collection of the amount but also that the recipient would need to have full knowledge of the transaction number, name of the sender, the originating country and the correct amount of funds transmitted.
This gets me very very worried.
The person who withdrew the money was aware of the transaction number, the sender name and address, and the exact amount of the transaction. This cannot be a coincidence. If Western Unions system is indeed as foolproof as they claim it is, then logic would suggest that the only entities aware of such intricate details of the nature of transaction could either be the sender, recipient or employees of Western Union who handle the transaction.
I recently read that a network operating this type of fraud in Mali have been dismantled, one of whose members is an employee of BDM, a partner agency of the Western Union in Mali.
Its been an more than year and I have been appalled by the callous attitude of the company. I have repeatedly tried to sort this out with Western Union through phone calls and letters (including one from my lawyer) but they just dont seem to care. They havent bothered to even get back to me. It is really unbecoming of a company this large and one that so many of us rely on to send money back to our loved ones. Till now, Western Union had a solid reputation built through more than a century of reliable service. I used to use it without a second thought. However, after this bitter experience, I will never use it again and will also strongly dissuade others from doing so. At this point, Western Union should do return me my money but the prospect of that happening is bleak. I hope they are reading this and will do the right thing.
#2 Dec 28, 2012
After going through WU compliance once already, Over the holidays I had to go through them again because I had sent money to family. Which I have been doing throughout the year. So they place a hold on my last transaction that is need before the New Year. When I finally get a call back from the "comp liane" department who called at 5:20AM, I speak to this idiot operator who interrogates me about who I am sending the money too. So I'm like HELLO! don't you see the last names are the SAME! Like I said before, its my brother in law, mother in law, and God forbid, I had to send to my Sister in law one time too. But ITS FAMILY. Then she starts asking me where I get my income from... and I say "Work"... she then asks be "so from a savings or checking account?" See this is the problem with outsourcing! If I just said WORK, how can it be anything else. And why the hell would I put my money from WORK into a checking or savings account only to take it out again to send via WU? What IDIOTS! Then not only that, but she starts asking me why I sent money to myself, which I didn't, because WU screwed my transaction up and I had to get a refund and resend the same thing again. And after 15 minutes of wasted time she places me on hold and later comes back with "I need documentation of all the reasons why you send money." ARE YOU SHITTING ME?! I send money for FAMILY SUPPORT, I'm related to about half the island, and she wants documents of all the death certificates, weddings, birthdays and any other family functions. Oh, but the guy from Pakistan that I bought some t-shirts from over the internet is fine. What idiots these operators are. Not to mention that when I told her that I don't get this kinds of problems at Money Gram, and her response was, that I should go and use Money Gram then... and of course I said , "Fine, refund my money and FUCK YOU GUYS!" and hung up. These people have no customer consideration or cultural awareness. I would rather pay more at Money Gram, get an emailed confirmation of when my money is picked up at the other end, and have a lot more better customer service with people who are willing to take the time to notice that not everyone is a terrorist. And that people still care for and support family members outside the USA.(BTW-Thanks for posting this blog because as you can see its been 2 years and Western Union still SUCKS!)
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