Western Union Account Suspension

[LeeM]

Does it appear on your marriage license? And, if her mom is deceased, what about on her mother's death certificate? (Forgive me, if she's not deceased - just trying to think of other possible places that name might be)

 

[Neil Maley]

I have 3 Western Union local agents within 2 miles of where I live and none of them could figure out how to complete a transaction without entering a middle or maternal family name. They have a WU phone number they can call, but there is usually a 10-15 wait on hold, and these are retail clerks with other things they need to be doing. And as I said, local agents in China won't release money unless the name on the transaction exactly matches the ID. I can understand that, since there is a lot of fraud there.

In China a married woman keeps her paternal family name, so maternal family names are very rarely used under any circumstances. ChunMei has certainly never used it for an official ID. It doesn't even appear on her passport. And on her green card she uses my family name as her last name.

What makes me most angry is that I have two departments at Western Union each saying that it's not their problem; that the other department is responsible for fixing it.

Have you used the company contacts I posted to go to Corporate? You need to get in touch with Executives.

 

[JNFitzsimmons]

Does it appear on your marriage license? And, if her mom is deceased, what about on her mother's death certificate? (Forgive me, if she's not deceased - just trying to think of other possible places that name might be)

It doesn't appear on our marriage license, unfortunately. He mother died last year, and she would need to apply to the government to get a copy of her death certificate. A complicating factor there is that even with a death certificate there is no proof on it that it is actually her mother.

 

[Deacon Bob]

For three past three years I've been using Western Union to send money to my wife in China to support her while she is taking care of her 97 year old father. I send $500 twice a month, simply doing a resend of my previous transaction.

My last successful transaction was on 31 December, 2018. I tried to do my next transfer on 14 January, 2019, and was informed that my account was suspended. The reason they gave me was, "We're sorry to inform you that based on the information you have provided, Western Union must decline to process this transaction. Western Union is subject to a number of economic sanctions and restrictions imposed by the United States and other countries, and it appears based on the information that you have provided that the transaction might violate one or more of these sanctions programs."

I was told that I could appeal this suspension through an email to a specific address, and I have done so, but it's almost impossible to appeal because I have no idea what "economic sanctions and restrictions " I could have possibly violated, since it's the exact same transfer I've been doing to several years.

All I've heard from Western Union is an auto response email to the effect that "we'll get back to you sometime with our decision."

This is more than problematic for me, since the money I'm sending to my wife is her sole means of support, since she's providing 24/7 care for her father, who is paralyzed from two previous strokes.

Anyone have any idea?

Since Western Union charges so much we have begun to use Xoom - www.xoom.com - and it's both cheaper and instantaneous. Try them so that you can get funds to your wife, at least until you can get Western Union straightened out.

 

[JNFitzsimmons]

Since Western Union charges so much we have begun to use Xoom - www.xoom.com - and it's both cheaper and instantaneous. Try them so that you can get funds to your wife, at least until you can get Western Union straightened out.

I just got home from our bank here in Colorado and did a wire transfer directly to her Bank of China account. A little expensive, but still... If the money actually arrives in her bank account, then I'll know the information is correct, and I may try Xoom.

Doesn't look like I'm going to get Western Union straightened out in the short term, though. I've sent emails to both departments 2 days ago, and nobody has responded to me you, not even confirming receipt of my emails.

 

[LeeM]

Oh, I hope all goes perfectly with the bank transfer. Gives you a bit of breathing time to figure out how you will do this in future.

Fingers crossed monies arrive in her account soon -

 

[Neil Maley]

I just got home from our bank here in Colorado and did a wire transfer directly to her Bank of China account. A little expensive, but still... If the money actually arrives in her bank account, then I'll know the information is correct, and I may try Xoom.

Doesn't look like I'm going to get Western Union straightened out in the short term, though. I've sent emails to both departments 2 days ago, and nobody has responded to me you, not even confirming receipt of my emails.

You need to give it at least week and if you send one email to two departments, it may have gone into spam.

 

[JNFitzsimmons]

You need to give it at least week and if you send one email to two departments, it may have gone into spam.

This afternoon I got an email from the Executive Resolutions team in response to cc'ing the President of the Global Money Transfer Division on my email to the Global Consumer Reinstatement group, so at least somebody there is now aware of my problem. They said they have escalated the issue to a specialist at corporate headquarters. They say they will update me as the investigation proceeds.

I look at this as progress.

 

[JNFitzsimmons]

Just an update.

Received an email from Western Union Executive Resolution yesterday containing the following paragraphs:

Western Union is writing in response to the complaint we received from you which was addressed to our corporate headquarters. In your complaint, you indicate that: you are experiencing difficulties with transacting with Western Union due to an error code C1992 that you are receiving.

Western Union has investigated this matter. Western Union identified a temporary block that prevented you from using our services. Western Union has determined that the block was placed in error and has been cleared accordingly. You are now able to send Western Union money transfers.

I haven't tried to do a transfer yet because last Friday I did a $1000 bank wire transfer to my wife's Bank of China account. Interestingly her bank wouldn't credit the money to her account until I emailed a scan of out marriage license to them. Neither of are sure why, but they told her she can get the money tomorrow.

So at least for the moment I think we're OK. We'll see what happens on 15 February whey I try Western Union again.

Thanks for everyone's comments and suggestions.

 

[Neil Maley]

I’m glad we had company contacts that worked. Of course they won’t you what the error was but glad that it’s fixed.

 

[jsn55]

This is great news. I'd try to wire $100 right now ... in case there's a glitch you'll still have this guy's attention and it will be easier to fix.

 

[Christina H]

Generally good news JNFitzsimmons.

In a way I am relieved to hear that the bank in China verified the relationship -- it protects you and likely protects her from concerns over illegal activity such as money laundering, etc.