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Business Profile

Money Orders

The Western Union Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Money Orders.

Complaints

This profile includes complaints for The Western Union Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Western Union Company has 132 locations, listed below.

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    Customer Complaints Summary

    • 876 total complaints in the last 3 years.
    • 320 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** ******

      Business Response

      Date: 05/21/2025

      Reference number: 335809510
       

      Hi ******,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 05/20/2025 where you mentioned that you need assistance with your Money Order, as you do not want to pay for the 15 USD fee and would like to be able to cash the full amount.

      Please note that per our records the refund of your Money Order was already completed but as you mentioned, the 15 USD processing fee was applied. However, we have decided to provide you with an additional refund MTCN for the charged amount.

      We have sent the refund details via a separate email per privacy purposes.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 335809510 to connect with me directly.

      Thanks for being a valued Western Union customer.

      Sincerely,

      ****** *.
      Executive Resolutions Team


      Please read our Privacy Statement to find out how we process your personal data.

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *******sent another because the woman I spoke to on the phone told me more information about what I needed to send. And then after yet another chat with customer service (I also had 2 chats and 1 phone call disconnected which is another frustration) I sent a third email but this time I replied to the email I sent on the 12th with the information the woman in the chat told me I needed to send. And I still havent gotten a single reply to that. I dont know how to get help since everyone I speak to says I need to email and they dont seem to respond to emails. I ended up just resending the cash with the correct name so my friend got the money but I still need a refund of the original transfer that is lost in limbo and cannot be picked up. Was a really awful first experience from a company I specifically wanted to use because it has a long history and said they have 24/7 customer service so I figured if I had any issues since it was my first time it would be solved quickly.

      Business Response

      Date: 05/22/2025

      Reference number: 335827715
       

      Hi ******,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling your claim from 05/20/2025 where you mentioned that you need assistance with the refund of MTCN **********, as it was sent without the receivers middle name and he was unable to collect the funds.

      Please note that we have received confirmation that our compliance department fully refunded your money transfer and fees to your bank account, totaling ****** USD on 05/21/2025. Please know that it may take up to 7 business days to show in your account, depending on your bank. If you dont receive the refund within this period, please reach out to us directly at the phone number or email address provided below, and well be happy to help.

      To help make things right, we want to offer you some promotional codes for future zero-fee money transfers and have sent them via a separate email per privacy purposes.

      The promotional code must be entered exactly as displayed; dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.

      At Western Union, we take every matter seriously to improve your experience with our services.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 335827715 to connect with me directly.

      Thanks for being a valued Western Union customer.

      Sincerely,

      ****** *.
      Executive Resolutions Team


      Please read our Privacy Statement to find out how we process your personal data.
       

    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******other case number and said the same thing that I will receive an email from their supervisor but never received one. They have been holding on to my money and and won't send me another check in my correct name. It's been 4 months since I filled a complaint with them concerning changing my name to my correct name. I need my money now am behind in my bills and I need your help to address this with them. They are ignoring my requests with them. That's my money, they changed me fifteen dollars to process my refund money. Please help me get it back from them $ ******

      Business Response

      Date: 05/20/2025

      Reference number: *********

      Hi *****,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB).

      As we discussed over the phone, per your request, weve sent $735 & $15 your way on 05/20/2025. To pick up your funds, please visit any Western Union agent location in ********* with the tracking numbers (MTCN) ************ & ************ respectively, and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

      Sender: Western Union Customer Service
      Receiver: ***** ******

      We appreciate your business and are truly sorry to hear about your experience with our ************* representatives. Your experience doesnt reflect the way we do business with our customers, and we apologize for not delivering the high standards youve come to expect from Western Union.

      We are taking steps to prevent such incident from happening again, including working with our business partners and ************* representatives to address your experience and concerns you raised.

      We appreciate your business and are truly sorry that we did not deliver on the high standards you've come to expect from Western Union. We hope you'll consider giving us a second chance to win back your trust and make things right. At Western Union, we take every matter seriously to improve your experience with our services.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

      Thanks for being a valued Western Union customer.

      Sincerely

      ***** *.
      Executive Resolutions Team


      Please read our Privacy Statement to find out how we process your personal data.

    • Initial Complaint

      Date:05/13/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a money order for my rent. I clearly put pay to the order of Hillview apartments on it. I turned it in to the box here at my place. Somehow someone else got a hold of it and cashed it. First of all they stamped not used for Intended purpose on it. But western union is not doing an investigation. Or they are not telling me where it was cashed so I can do it myself. Whoever cashed it should not have cashed it for anyone except ******** apartments. I've been dealing with this since October of 2024 and it is now may 2025. It was for my rent so I am 1 month behind. Can u please help me. I have called western union many times and they keep asking me to do things I do them and they give me the run around.

      Business Response

      Date: 05/16/2025

      Western Union - Reference number: *********

      Hello ******* ******,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on 13-May-2025. In your claim, you mentioned that you had purchased a money order for your rent in October 2024 and somehow, someone else cashed the money order and the intended payee, Hillview Apartments, did not cash it. You are requesting assistance to acquire a refund.

      Our records show the following money order was investigated by Western Union:

      Money order number: Amount:
      19-677550884 ****** USD

      The money order 19-677550884 for ****** USD was paid on 09-Oct-2024 with the sequence number ************ and the Bank of First Deposit (BOFD) is ***************, NA (***).

      We apologize, however, since the money order was honored and paid, there are no refunds available.

      Kindly note that we received a money order affidavit which results in a refund (if the funds are available) or an image of the cashed item. The image of the cashed item was provided fulfilling this affidavit.

      Please be aware that the front of the money order is not changed/altered and is made payable to Hillview Apartments, therefore, this money order does not qualify for the Purchasers Forgery Affidavit process, however, if the intended payee, Hillview Apartments did not cash the item this does qualify for the Intended Payee Affidavit process.

      We have provided the form under a separate cover to your ********* email address. Please have the intended payee, Hillview Apartments, complete the Intended payee affidavit form.

      Once we receive this correctly completed form, we can proceed with the forgery process. We apologize; however, per banking regulations, Western Union only has 11 months from the date of encashment to submit forgery documents to the ************* Deposit on a consumers behalf. In this case, the correctly completed Intended Payee Affidavit needs to be submitted by 09-Sept-2025.

      We sincerely appreciate your patience and cooperation in resolving this matter.

      If you have any other questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

      Thank you for being a valued Western Union customer.

      Ako T


      Please read our Privacy Statement to find out how we process your personal data.


    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *********ain that it is not their policy to have ** refund them money. The manager called ** and the representative informed her that ** would refund me the money and a new tracking number would be generated. I called ** and was told that there was no new tracking number. The representative insisted I go back to agency and have the manager call a different department at **. He insisted that ** sent the agency an email and that the manager could talk to someone from ** to obtain the new tracking number. I called back on April 29 and was given a new case number; no one contacted me. I called back on May 5 and was given a new case number; no one contacted me. I called back on May 8 and was given a new case number; no one contacted me. I called back on May 10 and was given a new case number and was promised they would provide a new ****; no one contacted me. I called back on May 11 and was given a new case number. The manager insisted that the agency needed to refund me my money.

      Business Response

      Date: 05/15/2025

      Reference number: 334316699
       
      Hi ****,

      We appreciate your patience while we reviewed your case. 

      When reviewing your case, I had to reach out to the regional management of the Western Union location where you sent the funds and before proceeding with the refund we needed to verify internally that the funds are in our system. We understand how this might be frustrating as you were expecting to receive your refund faster than what it took.

      Weve fully refunded your money transfer and fees, totaling ******** USD. You can pick up the money at an agent location in **, ********;using your government-issued ID and the tracking number (MTCN) ************.

      We hope youll give us a second chance to win back your trust. To help make things right, we want to offer you a promotional code for a zero-fee money transfer. We have sent this to the email address you provided in your file.

      The promotional code must be entered exactly as displayed, dash included. It can be used for digital, retail, and telephone money transfers, as long as the services are available in the country youre sending the money from. If you want to use the code at one of our agent locations, please inform the agent that you have a promotional code before your money transfer is started, as it cannot be applied after the transfer has been completed.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number 334316699 to connect with me directly.

      Thanks for being a valued Western Union customer.

      ***** J

       
      Please read our Privacy Statement to find out how we process your personal data.

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a money order sent in all documents plus ***** foot processing fee they sent a check which was 6***** but check got wet and bank couldnt read numbers to cash so I sent back to ersten union but havent recieved check back

      Business Response

      Date: 05/11/2025

      Reference number: *********
       
      Hi ********,

      Thank you for reaching out. We appreciate your business and are truly sorry for the experience you had while using our services.

      Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB)

      Unfortunately, I couldnt reach you at the phone number you provided. Weve sent $615 & $15 your way on 05/11/2025. To pick up your funds, please visit any Western Union agent location in ******* with the tracking number (MTCN) 930-165-5667 & ************ respectively, and a valid government-issued ID. If you cant pick up these funds within 30 days from the date this service concession was issued, please contact us at the number below, and well give you a new MTCN.

      Sender: Western Union Customer Care
      Receiver: ******** ******

      At Western Union, we take every matter seriously to improve your experience with our services.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* connect with me directly.

      Thanks for being a valued Western Union customer.

      Sincerely

      ***** *.
      Executive Resolutions Team


      Please read our Privacy Statement to find out how we process your personal data.

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** San *******le to be picked up by when it is I'm going to have to pay more money to get my money.

      Business Response

      Date: 05/13/2025

      Reference number: *********
       
      Hi ******,

      We appreciate your business and are truly sorry for the experience you had while using our services. Im one of the Executive Resolutions team experts at Western Union who is handling the claim you submitted through the Better Business Bureau (BBB) on May 8, 2025. In your claim, you mentioned that you purchased a money order on May 1, 2025, that you no longer needed. To receive a refund, you completed a webform but have yet to receive a response despite passing the quoted five-day response time.

      We appreciate your business and are truly sorry for the experience you had while using our services. Our records confirm you completed a refund request with case number: ********* on May 1, 2025, for Money Order *********** in the amount of $379.26.

      A delayed response was identified, and we are deeply sorry you experienced this, note that our systems validated the value of the money order as $1,000. This was corroborated with the image of the money order stub you shared as proof of purchase. On May 8, 2025, a refund totaling $985.00 was issued via MTCN 587-139-0237 as a refund. Note that the refund amount constitutes the deduction of the $15 refund processing fee.

      On May 8, 2025, we confirmed funds were collected from an agent location in ****** ********** using the referenced MTCN.

      If you have any questions or concerns, please email us at ********************************************************************************************************************************** or call our corporate headquarters at ***************** (international call charges may apply), providing your reference number ********* to connect with me directly.

      Thanks for being a valued Western Union customer.

      Sincerely,

      ***** *.
      Executive Resolutions Team

      Please read our Privacy Statement to find out how we process your personal data.


    The Western Union Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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