Western Union does have a black list, in use today. They have collected well over $1000.00 in fees from me over the last year and a half; however, as of two days ago, they will not accept my transactions online or over the phone. When I called to ask why, then told me they would not discuss it. Further, they hung up on me multiple times and refused to talk about anything.
This happened after a conversation with their fraud department, where they were asking for an address I lived at 20 years ago. Because I was moving around a lot back then, I had no idea what the address is. When I asked for a supervisor, a person came online... the conversation went down the same road, so I asked for his supervisor. He told me no one else was available and said he was going to disconnect the call, which he did. After other phone calls, it turns out there was someone else available, and I was able to get the transaction through.
After talking to one rep about the transaction referenced above, I received a call back from Western Union where they offered to still send the money, telling me: "The call center my call originated from is one they have a lot of problems with." At the time, I thought, Wow! They really do listen to their customers and try to take care of them. Because of that, I decided to let them send the money and thought the problem had ended. Unfortunately, I had another thing coming.
On July 9, I tried to send more money. The money did not go through, so I thought it was problems with their website and decided to try again later. After trying a number of times, I finally decided to call Western Union to see what the problem was. While talking to the Western Union agent, they told me that they would not accept my transaction and no one would tell me why. Obviously, I did not find this acceptable and asked for a supervisor. This was when I was introduced to John, operator 311, who told me my transaction was not meeting Western Union business requirements. I asked to speak to his supervisor to which John replied, Unfortunately you can't. Shortly after that he disconnected the call.
Western Union does have a black list, and are using it to prevent people from using their online and telephone services. Being the overly generous company they are, they have given me the option of taking cash into a local office.
Western Union needs to seriously reconsider the balance between their Fraud Prevention and Customer Service. Currently it looks like Customer Service has lost. From my perspective, Western Union places no value on customers or providing customer service. Further, Western Union is aware of the problem call center and seems to have chosen to let the problem call center continue to provide disservice to their customers. Why should they provide service when they can just click the disconnect button on their phones and move on to the next unlucky victim?
Needless to say, there are other companies out there who provide better service WITHOUT making a good customer feel like a criminal. Companies like that will be the ones to get my service going forward.