i sent $600 to a friend in Malaysia on 12/9/10 at 7:24 p.m. EST that was to reach my friend in 15 minutes. An hour after i sent it, my friend called and was upset because on the receiving end, there is no record of the transfer.
i too checked their crappy website... the pages were extremely slow to load and i finally got a message that says the transaction is on hold and to call customer service. So i did... they have the most unfriendly phone system set up! After what seemed forever, i finally got a live person.
They checked their system and told me the transfer was made and was waiting to be picked up. i explained to her that they tried and the agent there could find no record of it, that both my friend and i had gone to their crappy website to track it and got the same message... it's on hold and contact customer service.
She said she couldn't see any reason that we'd be getting a message like that. She said if the receiver still had trouble, to have their agent contact customer service to research it.
It's now 2:45 a.m. MST and the receiver still can't pick up the money i sent. i again called customer service, i again get told the same BS answer that it must be a problem with the website and they have no control over what takes place there. Hmmm, so how does this information get there?
Not only is their live person customer service the pits, but so is their website customer service!
No one seems to be able to explain why the American side of this transaction shows everything transferred as it should have, but the tracking information doesn't confirm this... the receiving side of this transaction certainly doesn't confirm this.
i am furious that i've paid for these funds to be transferred in 15 minutes and it's now more than nine hours later and the funds still cannot be picked up. While i haven't spoken with the agent on the receiving end, i find their response to the receiver to be unacceptable... 'come back tomorrow???' That's NOT what i paid for.
i can say with absolute certainty, that i will never use them again... i've paid for something that didn't take place... and they really don't seem to be empathic toward the frustration i'm having in trying to find out what the problem is and how to fix it.
Product or Service Mentioned: Western Union Money Transfer.
Monetary Loss: $650.