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.

Lest anyone attempt to drag a straw man into the conversation: the issue for me is not that Western Union has a [by all appearances, clunky and outmoded] verification process. The problem is that Western Union submits the charge *before* the transaction is complete and service rendered. When one reports the error and attempts to have it corrected, one encounters inept customer services representatives, general denial of responsibility, and suggestion that this consumer should 'check with her bank...did they receive our fax?'