The app worked well at first but suddenly I kept having a technical error to complete a transfer. I called the customer service, which told me it would resolve by itself after I reinstalled the app. Nothing. It was not until 1-2 days later that they submitted a case number. It has been 4 days since the initial problem and there was no update. When I checked with the customer service, the person was more interested in debating with me, essentially making sure that I understand customers should expect not much from Western Union. 👎

Tried to transfer HKD 1000 to Philippines using the website and app. The process involves transferring the 1000 from my bank account to WesternUnion’s bank which uses an intermediary back, Bank of America. Immediately upon transfer, as usual, HSBC informs me that transfer was successful. However, after a couple days and Western Union still has not indicated receipt of the funds, I sent them emails and called them informing them of the issue. They informed me several times they will look into the matter and get back to me in 1-2 business days. 3 business days later, I get an email saying that they received a request from me to cancel the transfer! I then called them to ask what happened as I never asked for a cancellation. Further, what happened to my funds I transferred to Bank of America!?!?? The call center woman on the line after 10 minutes of researching without apologizing simply said they did not receive the funds in the time window so they cancelled my transfer. I asked why didn’t anyone get back to me about my enquiries and she said that’s another department. I told her that as far as I’m concerned it’s the same company, and they’re being ridiculous with the lack of accountability. She didn’t care. I asked how can I get my money back. She said I had to contact my bank to cancel the transfer. I told her the funds have already been transferred!! I contacted hsbc to see what they can do, and they confirmed the funds are in Bank of America (western union’s intermediary) and of I needed them to do something I would need to fill in a form and be charged $250 for the service fee of trying to recoup my money!!!

Honestly speaking this is the best user friendly app that is possible to send money all over the world, but banking transfer it takes longer time, wouldn’t it possible to reduce the time frame? Because sometimes we need to send money urgently.

I have send 3 times via apps in very emergency situations I just sent small amounts and I have waited for review asking me documents but I could not get in times as I had to go home and it was done after 2 days! Again asked me to update my profile ! Another time also same occurred ! Each time it gave me trouble experience! So I was again asked for preview as I was sending money very frequently they said they should know in covid situation every relative need small help not a big amount ! Then I decided to close account and asked Costomer service to do so! It’s troublesome really ( 2-3 days each transaction! I advice do money transfer from other options if you can!