Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #4695721

Complaint Overview

Complaint ID: 4695721

Company: Western Union Company, The

Product: Money transfer, virtual currency, or money service

Sub-Product: International money transfer

Issue: Other transaction problem

State: Texas

ZIP Code: 752XX

Date Received: 2021-09-06T12:00:00-05:00

Date Sent to Company: 2021-09-06T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

For several years, I have used Western Union ( WU ) to primarily provide regular financial assistance to my relatives in XXXX, and particularly, to my younger brother XXXX. In XXXX of this year, XXXX was diagnosed with a medical condition that required an urgent XXXX XXXX. All payments were to be made directly to the clinic. - On XXXX I sent a transfer in the amount of {$1100.00}. The transfer was approved after someone from WU confirmed the transaction with me. - After that, I continued sending smaller amounts for XXXX after care needs using various care takers : 1 ) XX/XX/ ( {$200.00} ) 2 ) XXXX ( {$150.00} ) 3 ) XXXX ( {$100.00} ) 4 ) XX/XX/ XXXX - ( {$100.00} ) Around XX/XX/21, XXXX XXXX got infected and required urgent attention. XXXX was to immediately return to the clinic. Unlike America, patients in XXXX will not receive any urgent care without paying the dues first. On XXXX, I filled a wire transfer in the requested amount of {$300.00} payable to the clinic same as I did on XXXX. This time around, an untrained, rude and insensitive WU representative, told me, after confirming the transaction with me, that it was declined due to fraud suspicion. I work in the financial industry as a risk manager, and part of my work includes assessing fraud risk. A suspicious transaction should be rightfully denied, if the account holder knows nothing about it and authorizes the transaction to be cancelled. However, once the transaction in question is validated by the account holder who has been thoroughly authenticated, there shouldnt be any reason to deny the transaction. If a financial institution still has any suspicion, it should fill out a Suspicious Activity Report ( SAR ) and send it to the feds, instead of inconveniencing a customer and causing irreparable damages. Additionally, I own several accounts with several financial institutions and have never been denied a transaction, after its validity has been verified and confirmed with me. The manner in which an untrained, incompetent and irresponsible WU representative questioned me, especially that I had already transacted a similar transaction on XX/XX/, and declined the transaction on XXXX, even after I was fully authenticated, validated the authenticity of the transaction and made several attempts to stress the urgency of the wire, caused a delay in treating my brother XXXX who succumbed of his XXXX and XXXX on XXXX Western Unions irresponsible, and incompetent handling of fraud risk has caused irreparable damages to my family. My brother XXXX, to whom I sent money via WU for several years, couldnt get his last medical treatment because of WU.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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