Western Union has explained why it has temporarily removed Bermuda from its website.

Customers noticed the change in the past week and contacted The Royal Gazette expressing concern about what was going on and how they would receive their money. Some people said they had been waiting for a month to receive funds.

The Western Union service has been down locally for about a month.

Alvin Wilson, of Bermuda Financial Network, which runs Western Union in Bermuda, has previously said his company was doing system upgrades, which were due to be completed by September 8. However, the impact of Hurricane Irma on the US held up the process.

Paula Barifouse, regional global money transfer communications leader at Western Union, said: “As a leader in global payment services, Western Union is dedicated to providing consumers fast, reliable and convenient money transfer services around the world.

“Bermuda is an important market for Western Union. Western Union money transfers have been available locally through our agent Bermuda Financial Network since 2008.

“At this time, Western Union money transfer services are not available in Bermuda, as BFN is undergoing enhancements to ensure compliance with Western Union’s policies and procedures, as well as local regulations.”

Ms Barifouse added: “We understand this inconveniences consumers and their ability to send or receive money. However, protecting our customers and our systems and upholding our ability to offer reliable money transfer services always takes priority.

“Western Union will refund unpaid transactions to all senders. Recent senders will be contacted by Western Union to inform them of the refund procedures.”

Customers can contact the BFN customer call centre for additional information at 292-1799