I have used western union for about 10 years and sometimes the send a message go call or i get called for additional verification before releasing the funds. I went to send money last night, And got the message to call for additional verification. When I did, I got the you have to give us your valid ID number or passport number before we can release the funds. What! When I told them I was not comfortable giving them my information and wanted to the supervisor, I was told that for that to take place, he would have to cancel my transaction and it would take a long time time to get a supervisor to talk to me... When I said that I'd wait anyway, I got the I am going to cancel your transaction and I am the only one who can uncancel it...it will not make a difference even if you talk to the supervisor as we are more powerful than they are...

Meanwhile, I asked for the reason why they wanted my ID or passport number after 10 years, the response was we don'd look at your previous transactions. I then asked what was the point of having an account that saves my information if they don't use it to determine my usage. The answer was the same, that they are looking at the current transaction and no other... After asking to tak to the supervisor no less than 10 times, i was put on hold...Fast forward almost 30 minutes later I finally got a hold of the supervisor who didn't hear a word I said. He then tells me that he's going to cancel my transaction and of course I am surprised that it wasn't already since i wa told tha tonl y way to talk to him is if the customer serviced rep cancels my transaction. Needless to say, I am launching a complaint with their corporate office and will probably not use them again. I'll take the inconvenience of 3 business days to wire it instead...

I attempted to send via WU's online service, using my VISA card. At the end of the form-filling process I received on-screen directions to call customer service, 'additional information was required for confirmation of identity.' Long story short, they refused to complete the transaction (and wouldn't explain why...I can tell you all of my 'identity' details are in order, so I couldn't begin to guess). Funds were, nevertheless, deducted from my account. I called Western Union customer service, they were of no help; said they had faxed notice to return funds to my bank, that funds were 'not with WU, but were being held by my bank.' This is irrelevant and is an answer that should not be accepted by any WU customer. Fact is, WU submitted the charge to the bank *before* the transaction was complete and without the service being rendered. Bad process, equally bad customer service. I certainly should not have to bear the burden of absent funds for a service that wasn't rendered and neither should any customer. Profoundly frustrating. A quick search of online customer complaints/reviews reveals that my experience is not a unique one. Funds are still absent from my account.