I attempted to make a money transfer today and it took about one hours of repeated calls. The operators could not speak English well enough to communicate basic transactional data. I have built and operated call centers for a Fortune 10 company and am intimately familiar with issues of localization, off-shore call centers, multi-lingual support etc....
What Western Union is doing is a complete disaster. The don't understand their own procedures as I was transferred between departments then transferred back again, each time giving extremely sensitive financial data.
The operators don't know how to use the equipment they use. Most of them have their headsets misconfigured so their breath washes over the microphone distorting anything they say.
The data connection between North America and their Philippine call center is not adequate for voice communications. I would need packet sniffing equipment at their call center to determine the source of the problem, but clearly, Western Union has not invested adequately to run an effective telephone business.
Do not use this company. They cannot run effective transactions.
They have slashed their costs and undermined their ability to do business.
They are effectively out of business from my perspective.
Product or Service Mentioned: Western Union Money Transfer.
Monetary Loss: $200.