Frequently Asked Questions
If you have received a notification from us, it means that a transaction you did was not paid out to the recipient. Please call us to process a refund. You can find the full MTCN (known as a Money Transfer Control Number) on the history page of the Western Union app or website that you used to make the transfer.
You will receive an email or SMS from us notifying that you have sent a transfer, but it has not been paid out to your recipient.
You will need to call us at 1800-813-399. If you are outside of Malaysia call us at +852-340-80460 (non-toll free). Please have your MTCN handy with you when you call so that we can help you as quickly as possible. Please note that refunds will be available with us until February 15, 2021. Post that any unclaimed funds will be handed over to the Unclaimed Monies Authority.
You can refer to the email or SMS notification that we have sent. You may also log in to westernunion.com or our app and check the history page for the specific transfer and its corresponding MTCN.
If you cannot find the MTCN, please call us at 1800-813-399 from Malaysia or +852-340-80460 (non-toll free) if you are outside Malaysia. Please keep the transfer date and reference number received with the email or SMS from us handy.
All unclaimed funds will be handed over to the Accountant General’s Department of Malaysia. You can claim back your funds by checking the Electronic Government Unclaimed Money Information System (eGUMIS) or by going to the AGD’s department at Menara Maybank. Once you have confirmed your unclaimed funds, you can email the e-GUMIS printout to us at Malaysia.Operations@wu.com and we will prepare a confirmation letter (or “surat penyesahan”) for you to claim your money from the AGD.