Frequently Asked Questions

Consumer Protection

What can I do to help protect myself from fraud?

To learn more about how to protect yourself from fraud, visit our Fraud Awareness page and check out the Fraud Resource Center.

You can find educational videos and descriptions of common scams that you should be aware of.

How can I report fraud?

If you believe you’re a victim of fraud, call the Western Union Fraud Hotline at 1-800-448-1492. You can also forward any suspicious emails to spoof@westernunion.com.

Visit our Fraud Awareness page for more information.

How can I file complaint?

For information on filing a complaint, click  here.

How do I report fraud?

If you believe you’re a victim of fraud, call the Western Union Fraud Hotline at 1-800-448-1492. You can also forward any suspicious emails to spoof@westernunion.com.
Visit our Fraud Awareness page for more information.

How do I report an issue on the website or the app?

If you see an error while using our website or the Western Union app, please take note of the error code and, if possible, capture a screenshot of the error. 
 
You can then send the information to Customer Care. Please also include: 

  • If you’re a registered user, your name (as in your profile). 
  • If you’re not a registered user, your full name (as on your government-issued ID).
  • Your email address.
  • Your phone number.
  • The error code and screenshot.
  • A brief description of the problem. 

I received a call from 1-800-773-7948, is this a scam?

Our Know Your Customer (KYC) department performs compliance interviews with frequent customers in order to comply with internal rules.
Your future use of our services depends on the result of this interview. These interviews will gather information about the purpose, and source of your transfers, and the relationship with your senders and receivers. We can request additional information through email or during the verbal interview.
Visit our Fraud Awareness page for more information.

When can I initiate a forgery claim?

A forgery claim may be initiated when:
  • The purchaser receives a copy of the cashed money order that appears to be forged or altered.
OR
  • The payee claims to have never received the funds even if there is no obvious alteration to the money order.
 
If you’d like to receive a photocopy of the cashed money order, refer to WU’s money order lost or stolen procedures.

How can I initiate a forgery claim?

A forgery claim can be initiated by the purchaser of the money order. If you determine the money order may qualify for a forgery claim, please call WU’s Customer Support Line at 1-800-999-9660 for assistance.
If, during your call with WU, it is determined you qualify for a forgery claim, WU will send the required forms to you to complete, notarize, and return to Western Union Financial Services Inc. P. O. Box 7030, Englewood, CO 80155-7030.
Note: WU is unable to accept copies of these documents via fax or email, as banks require original, signed forms.

What should I do if I receive an email from Western Union asking for personal information?

Western Union will never send you an email asking for your personal information, email, or password.
If someone contacts you claiming to be from Western Union and asks for your personal information, email, password, invites you to open an attachment, or click on a link, don’t do it.
Forward this and any other suspicious emails to spoof@westernunion.com and then delete the emails.

Visit our Fraud Awareness page for more information.

What does Western Union do with my personal information?

Click Privacy Statement to learn about what Western Union does with your personal information.

How long does it take to process a forgery claim?

The length of time it takes for the bank where the money order was first deposited (“BOFD”)* to investigate and resolve each claim varies by institution. The Western Union Forgery Department has no power to influence the process once the claim is submitted to the BOFD.
Click here for information on initiating a forgery claim.
*BOFD means the bank that accepted the money order and presented it to Western Union for payment.

Western Union Privacy Statement

Please go to Privacy Statement to learn about what Western Union does with your personal information.

What are some common scams I should be aware of?

For educational videos and descriptions of common scams, visit our Fraud Awareness Videos and Fraud Types page.

Will I be reimbursed after initiating a forgery claim?

Western Union does not guarantee money order funds can be recovered from the bank where it was first deposited (“BOFD”)*. The Western Union Forgery Department acts on your behalf to collect the funds from the BOFD and will ensure you are copied on all correspondence between WU and the BOFD.
*BOFD means the bank that accepted the money order and presented it to Western Union for payment.

Do I have to pay a fee for processing a forgery claim?

No. This is free of charge.