Western Union Money Transfer
Poor and unprofessional service

Hi

I am extremely disgusted with the Western Union Mney Transfer program, their horrible service and their lack of accountability. I spent hours on the phones hoping for help from anyone who could lead me to the right department just so that I could register a compaint.

I was sent money from Abu dhabi, UAE on 02 July and when I went to receive the same in Bolton, UK, I was told that I would not receive it since there was a hold on the transaction due to verification documents. After checking with my husband, who informed me that he had indeed submitted his ID (UAE Driving License) and had proof of it, I relayed the information to the agent. The helpful and polite agent at Money Shop called 0800 833 833 and after being hung up on twice, put me on the call wherein I informed them that the documents had been sent and that I wanted to register a complaint. I was told by Jerry and Chris that they could only help customers who transacted in the UK (seriously can't there be one number for all customers???) and I was asked to call 1-732-6942136. I called the second number and spoke with Pearl who put me through to Robert, the supervisor, who told me that as part of the Customer Service team, he couldn't do any complains or escalations (wonder where that falls then!) and asked me to speak with Government Escalations Department and tranferred me to 1-314-2982324 where I had to speak with Andy, who sounded like it was his first day out of training. He sounded inconfident, barely knew what he was talking about, had no clue to my problem or what needed to be done and kept repeating the few words that I could barely make out. When I requested to speak with his suervisor, he came back to me saying his supervisor was unavailable! What kind of an answer is that? I was forced to end the call myself frustrated after being 45 minutes on the line with the 5th representative, shuttled back and forth and with no one having any idea of the procedure to help a customer register a complaint! Seriosuly, how difficult is that?

More than the incompetent phone staff, would blame Western Union company policies for making it so hard for one to register a compaint. No email address for complaints, no direct phone number, no escalation process and they call themselves an international player!!!

The last time I had to deal with this unprofessional company, these were their exact words - 'We apologize for any inconvenience you may have experienced with this issue and will forward your complaint to management for training purposes.' (#8770-145639239-6198)

I would like a complaint registered for my transaction being held even 2 days after all the necessary documents were submitted along with the money.

Mrs. Sheikh

Company: Western Union Money Transfer
Country: United Kingdom
Region: England

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