Western Union- social media is there to help not to just say “We heard ya!”
So recently the folks over at Western Union gave away a fund transfer I made to my laywer, to some guy who either produced a falsified ID or no ID at all. On reporting to WU, I was told to wait 3 weeks for them to get to the bottom of this. I even got a call from one of their reps saying they are on it which led me to believe these guys will come through. Over 6 weeks later I get a call from their rep saying they cant do anything and the best I can do is file a report with the authorities – and that is all!!!
Needless to say I was ticked off on losing such an amount and took my frustration over to twitter. And all I heard from them were sweet nothings: “We’re sorry for your trouble”,”We understand your frustration”,”Please DM us your info so that we can contact you”. But no good came of it. It was clear they wanted to take the conversation off-line and just shut me up without really helping me out.
But then I thought, maybe im overreacting; maybe WU doesnt do this regularly. So I thought I’d check out what other people’s experiences were like. And lo and behold, I wasn’t the only one. In the past month alone I saw over 25 cases of unsatisfied people posting their concern on twitter. Thats almost 1 unsatisfied person a day!
And the only response I saw WU using is “We’re sorry, kindly DM us your details to help you”
A company such as Western Union needs to know that a social media presence is not just to acknowledge there is an issue. You also need to do something about it and resolve the consumers’ query. If you don’t do that you might as well shut your online channels and place change your company motto to “We won’t help you because we dont want to.”
This is how companies tarnish their image and eventually it gets tarnished to a degree that people stop using your service. Take me for example. I know I will never be using WU anymore. And so wont be at least 5 other people I know who used to send money through WU but wont anymore because of my experience.
Learn from this Western Union. You’re not being social if you want to play things your way