• Report: #204462

Complaint Review: Western Union Financial Services

  • Submitted: Thu, August 03, 2006
  • Updated: Sun, April 04, 2010

  • Reported By:Midvale Utah
Western Union Financial Services
6200 South Quebec Street Greenwood Village, Colorado U.S.A.

Western Union, Western Union Financial Services, Inc. Tom Lysinger Vice President, Western Union Horrible Customer Service, Western Union Hangs Up on Paying Customers, John: Western Union Operator 311 Greenwood Village Colorado

*Consumer Suggestion: Western Union rude? Then use MoneyGram

*Author of original report: Western Union is at it again

*Consumer Comment: "special interview" with compliance department

*Author of original report: Xoom - Update

*Consumer Suggestion: xoom money transfer is the best company to use

*UPDATE EX-employee responds: It is clear

*Author of original report: Western Union - Tom Lysinger

*UPDATE EX-employee responds: The point was....

*UPDATE EX-employee responds: Can you hear me now? (Click).

*Author of original report: All issues have been resolved.

*Author of original report: Incorrect Date Listed

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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.

Tom
Midvale, Utah
U.S.A.

This report was posted on Ripoff Report on 08/03/2006 10:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Western-Union-Financial-Services/Greenwood-Village-Colorado-80111/Western-Union-Western-Union-Financial-Services-Inc-Tom-Lysinger-Vice-President-Western-204462. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 10Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Western Union rude? Then use MoneyGram

AUTHOR: John - (USA)

I have also experienced problems with Western Union and I have filed a complaint with the Federal Trade Commission.

Initially, Western union online, who I have used numerous times, refused to send $100 to my daughter stranded without gasoline money in Pittsburg, PA. After dealing with a clerk who refused to help me, I asked for a supervisor. They required me to verify telephone information. I gave them my home number in my wife's name, as well as 4 cell phone numbers that I pay for on the Sprint bill in my name. They were unable to verify the information. When I asked for the name of the source they used for verification, Western Union refused to tell me. They are illegally using sources for credit checks and not informing consumers of the sources and not allowing consumers to dispute inaccurate information. Western Union is in violation of the Fair Credit Reporting Act by using credit reporting information in their decision to make a money transfer, yet when inaccurate information is provided by their third-party source, they refuse to notify the consumer of the source of that information and prevent the consumer from disputing inaccurate credit report information. The Federal Trade Commission needs to fine Western Union for each instance that credit report information was used to verify identity and that Western Union failed to provide written notice that consumer credit reports were accessed and the source of these reports.

In my case, the supervisor in question was "Vanessa", Employee ID number "817".

I have also found a solution to the problem while Western Union decides to be such jerks.  It's called "MoneyGram".  Available online and at most Walmart stores.  Not only are they more friendly, they cost less too!!!  So why pay more for rude and illegal activity?

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#2 Author of original report

Western Union is at it again

AUTHOR: Tom - (U.S.A.)

Late last year, western union black listed me again. After calling Tom Lysinger's office, someone else effectively told me the same thing they had when I filed this; however, after a couple of weeks transactions started going through again.

Today, my transaction went to the Verifications Department and they were asking if this was the first time I had sent money - keep in mind I have sent money from the same computer, same internet connection, same phone number for years. As the conversation was closing, the representative was asking what address my phone number was registerred at and said they would have to call me back. After that they went silent and said nothing but kept the line open. I said a couple of things with no reply and finally hung up and called back to ask that they cancel the transaction.

I do not know why Western Union does these things, but they definitely are not customer service oriented. This is quite possibly the worst company for customer service that I have ever encountered.

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#3 Consumer Comment

"special interview" with compliance department

AUTHOR: Onion - (United States of America)

I would not have believed it.  But last week the money I sent to my wife was "not ready" when she stood in line to collect it, which is a dangerous place to be a the city where she is.  You guessed it.  We are blacklisted.

I called the number on the receipt the agent location grocery clerk had given when she took my 254 dollars (to send 225).  After being transfered through three operators and an hour later, I was asked a few questions about my relationship with the recipient, the purpose and my income. 

This week Western Onion did it again.  I was sending my wife her tuition money, and needed to use the phone rather than withdraw cash.  I made a point to ask if I needed any additional telephone processing and the answer was negative.  The money was promised to be immediately available.  However, the e-mail receipt was not sent and the operator assured me that the money was fine, just use the control number.

This is as much a scam as any solicited and seen by Western Onion fraud investigators.  They are deliberately deceptive, and tell false information about they do.

Obviously the initiated transaction is automatically held for an override at the time the credit card charge is made.  Any system that can do that can also alert the operator or clerk to a very necessary override interview.  And the hyped interview is nothing at all.  What are they going to do if a person is involved in something bad?  What kind of self respecting criminal is going to admit they plan to commit a crime?

We were told our money was flagged because the country is "high risk."  Yet the population of the country in comparison to call center's country makes me laugh.  India is thousand times more populated, and their volume of criminals easily dwarfs the enitire size of the country I sent the money.  The "high risk" country is so unpopulated that it is not any law enforcement agency's radar.  It is racist, as well as a dangerous thing to put my wife through.

Typical enforcement mindset:  jerk them around because they have a different nationality.  But that itself may be illegal in both countries.
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#4 Author of original report

Xoom - Update

AUTHOR: Tom - (U.S.A.)

Based on my 1 experience with Xoom, I would not recommend them to anyone. Xoom is a clear case of you get what you pay for.

I was travelling internationally and did a transfer with Xoom. Xoom accepted the credit card and then rejected it. No problem, right? I am traveling internationally and it is possible fraud. I can live with that.

Unfortunately that is not the end. Minutes after Xoom accepted the transaction, Xoom rejected it; however, Xoom still collected the money from my account. Further, Xoom refused to release the $1000 even though it was never paid to me. Ultimately, I disputed the charge with my credit card after getting back to the states and had the entire amount returned to me. My credit card company did a chargeback and took the money back from Xoom.

I can appreciate security, but flat refusal from Xoom to give back money Xoom took from my account without giving me anything in exchange is ridiculous. My experience with Xoom gives me the impression Xoom is completely unethical and a group of scam artists. I guess you get what you pay for - pay Xoom half of what you would pay to an ethical company, and you get... nothing. I would rather pay more and get something. Maybe Xoom chose their name because they take your money and run? I don't know, but that seems to be the case with my transaction.

Western Union took care of the problems I initially reported and I have never had an issue with them since. Western Union is the company I choose to work with.
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#5 Consumer Suggestion

xoom money transfer is the best company to use

AUTHOR: Brad - (U.S.A.)

I tried to use the western union service as well before. For whatever reason or another it didn't meet they requirements. No big deal. I knew that they couldn't be my only options. I found xoom money transfer online. They site is good they don't ask alot of personal questions and the rates are at least 50 percent cheaper over western union. http://www.xoom.com
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#6 UPDATE EX-employee responds

It is clear

AUTHOR: Karen - (U.S.A.)

As I mentioned in my last statement, I apologized and didnt mean to make light this experiance (or your resolution.) I meant it when I said I beleived you or you wouldnt have added it. I just have a different opinion on some things because I was inside, and I still know people there. Maybe that is why it didnt work out.
I'm glad things worked out for you, because when reading at first it sounds like you went through alot. Again, sincere apologies. I wont be visiting here again.
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#7 Author of original report

Western Union - Tom Lysinger

AUTHOR: Tom - (U.S.A.)

To make sure it is clear, Tom Lysinger did call me back multiple times and addressed the issue as stated in the previous post. In addition, he gave me a number to call him directly in the event of any future issues.

There have been no future issues, and I continue to use the service multiple times each month since the problem was resolved.

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#8 UPDATE EX-employee responds

The point was....

AUTHOR: Karen - (U.S.A.)

If I sounded like one person was responsible for outsourcing American Jobs, they are not and I want to publicly apologize. It just frustrates me and most that we are loosing jobs left and right at all companies, not just this one. If Tom called this person back, fine. I dont think now that he (the author) would have updated if he didnt. That doesnt make up for the millions of others that didnt get that treatment and that was the point.

I will not apologize for the comment on the rude service I have heard first hand on a daily basis and yes, you are told to call back, try again, hung up on, sometimes your transfer goes through, then the next time you are told "no", given no reason, and treated (questioned) like a criminal may be. There are plenty of ways to protect a persons personal information without making what may be the true person calling feel interigated. The right hand doesnt talk to the other at this company and the customer goes through alot of trouble and valuable time. The customer could have gone to another company who is less expensive and more customer feelings aware. A lot of companies dont keep in perspective when being rude, If not for the customers the company and their salaries would not exsist.
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#9 UPDATE EX-employee responds

Can you hear me now? (Click).

AUTHOR: Karen - (U.S.A.)

I dont beleive for a minute that Tom Lysinger called anyone back as he is too busy being "The Hack Man" and outsourceing all our American Jobs at this Company. You will soon be able to call Western Union and only get foreign operators from Costa Rica, Canada and Mexico.

The customer service is the worst, they do hang up on you and they are rude. Everyone has a supervisor and you have the right to get to the bottom of your problems without being hung up on.
This company cares about numbers (stats), and numbers (dollars). Customer service is last,if your lucky enough not to get hung up on.
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#10 Author of original report

All issues have been resolved.

AUTHOR: Tom - (U.S.A.)

After a couple of emails to customer service and various people, Tom Lysinger called me back.

Even though the service I initially received was extremely dissatisfying, Mr. Lysinger called me and let me know he would look into the situation and call me back. The next day he called me again and reassured me the situation was resolved and he apologized for the circumstances. Since then, I have used their services a few more times with no problems.

I am sincerely appreciative to Mr. Lysinger and the way he dealt with the situation and treated me. In my career, I hope I have the same ability as Mr. Lysinger does when it comes to taking care of the customer and resolving difficult situations.

Thanks for your help, Tom Lysinger.
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#11 Author of original report

Incorrect Date Listed

AUTHOR: Tom - (U.S.A.)

The date of the call with John, Operator 311 was 7/9/06, not 7/14/06. I called back on 7/14/06 and talked to another rep who seemed to have no clue as to why the charge would not go through. Instead she told me to try again later.
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