Jamaicans in the United States who have been sent funds via the Western Union platform are now forced to download and use the company’s new online application in order to collect funds, a process which can involve hours of navigating technology for older clients.

Intended to reduce processing time at locations where disbursement is made, in reality the app is now a pain point for recipients who now spend lengthy periods trying to collect their money.

The Jamaica Observer spoke to one 74-year-old who receives her pension by this method and she shared the pain of leaving stores empty-handed and being asked to return home repeatedly to use the app and then return.

She said on her return, she spent hours on the telephone with customer service as the funds remained unavailable. On her third transfer, she said she insisted on speaking with a supervisor and succeeded in securing her funds after two hours of waiting and cross checks.

On successfully navigating the technology, she said she noted that pick ups must be done within 12 hours, which might be inconvenient for older clients who have already spent half a day back and forth on the road trying to get the funds.

The Business Observer reached out to Western Union, but no comment could be elicited on the teething pains associated with the new app.

Brad Jones, head of communications — Americas region, explained to the Business Observer, “In instances where customers are having challenges performing transactions, we kindly ask for their names so we can have our escalations team look into the matter and contact the customer directly to resolve the issue. I cannot comment on situations without first understanding the specifics behind the instance, and even in that matter, it is our policy that we do not publicly note the matter due to customer privacy concerns.”

Western Union, meanwhile, advertises the new mobile app as being intended “for fast and flexible money transfers,” boasting, “Experience even better and convenient money transfers on the go.”

On its website, it is noted that, with the app, recipients can “transfer to a bank account or to over 550,000 agent locations worldwide, estimate fees, quickly calculate the fees on your transfer and track transfers.”

The website cautions, “Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory issues, identification requirements, agent location hours, differences in time zones, or selection of delayed options,” adding, “additional restrictions may apply.”

The Business Observer reached out to GraceKennedy Limited which partners with Western Union in Caribbean markets, but its officers said they were unaware of any challenge and referred us to the regional office.

Western Union’s online service is offered by Western Union International Bank (WUIB), a subsidiary of Western Union International Limited, an Irish company with registered offices at Richview Office Park, Dublin, Ireland. WUIB is subject to the supervision of the Austrian Financial Market Authority.