When Brian Batty used the Money Shop to make a Western Union money transfer he expected it to go through just as it had dozens of times before.
He regularly sends £200 to his friend in the Philippines using two payments at The Money Shop, on The Moor – £50 straight to a Western Union agent and £150 to his friend’s bank account.
But several hours after making his latest payments, Brian received a text to say his £150 couldn’t be processed.
A call to his friend in the Philippines couldn’t shed any more light on the situation.
Brian made several trips to The Money Shop and many calls to the Western Union to try to get his money back and find out why it couldn’t go through as normal.
He had not only lost his £150, he was also out of pocket having to make several taxi trips to The Moor and the numerous phone calls.
As a last resort he turned to the Action Desk for help.
Result! Brian got his money back and was given a £100 goodwill gesture from Western Union after they investigated the case following a phone call from Action Desk.
A Western Union spokesman said: “While Mr Batty’s money transfer was correctly processed from The Money Shop (a Western Union authorised agent) he visited and successfully transferred to the bank account Mr Batty designated in the Philippines.
“The money transfer was declined by the receiving designated bank because Mr Batty’s designated receiver’s bank account had been closed.
“The money transfer was refunded to Mr Batty and he has confirmed he has collected his refund from a Western Union agent location.
“Western Union would like to apologise to Mr Batty for the inconvenience he experienced whilst using the Western Union money transfer service and we have written to Mr Batty and offered him a goodwill gesture of £100.
“We appreciate Mr Batty using Western Union and look forward to serving him again.”