Questions and Answers
Our fraud awareness team answers common questions about fraud.
Q: What should I do if I think I’ve been scammed?
Call our fraud hotline at (800) 448-1492. If you’ve sent funds but they haven’t yet been paid out to the receiver, you may be able to stop the transaction.
If the money hasn’t been paid out, you’ll get a full refund, including the transaction fee.
If the funds have been paid out, please call our Western Union Fraud Hotline to speak to a fraud hotline specialist or complete our online fraud complaint form. We also encourage you to file a complaint with your local law enforcement agency.
Q: What happens when I file a fraud complaint?
After you file a complaint with our fraud department at 800-448-1492 or using our online fraud complaint form contact your local law enforcement agency. Western Union works directly with law enforcement at their request.
We work frequently with police organizations around the world but it’s important to note that our role is not law enforcement and there are inherent dangers in trying to catch criminals, to both our Agents and customers. Because of this, and the fact that receivers can pick up funds anytime, from a broad number of locations, we cooperate with law enforcement agencies to help in the investigation and prosecution of people who take advantage of our services to commit fraud.
Q: Will Western Union refund my money?
If you’ve transferred money and the money hasn’t yet been picked up, call our fraud hotline at (800) 448-1492 to stop the transaction. If the funds haven’t been picked up by the receiver, you’ll get a full refund, including the transaction fee.
If the receiver has already picked up the funds, this money is gone and we won’t be able to refund your money. We work very hard to identify fraudulent transactions and keep them from going through our systems, but scammers are savvy, and their tactics change constantly. The best way to stop fraud is to learn how to identify fraudsters and scams.
Q: What is Western Union doing to prevent fraud?
We’re committed to keeping our customers from losing their hard-earned money to scam artists. That’s why we’ve implemented dozens of ways to stop that from happening, including:
- Fraud warning on our “send money” form
- Fraud prevention information provided to our retail Agent locations
- Fraud prevention tips and resources at www.wu.com/fraudawareness and on Facebook and Twitter
- Appearances and speaking opportunities at fraud prevention industry events, including senior expos, where we share information and tips to help people detect and protect themselves from scams such as the Grandparent Scam
Q: What should I do with a spam email referring to Western Union?
Please forward the original email to email@example.com. Please note that this won’t file a complaint; if you believe you’re a victim of fraud, call our fraud hotline and report the crime, and file a complaint with your local law enforcement agency.
Also, we encourage you to share information about scams and phishing emails with your friends and family. Word-of-mouth is a powerful way to spread the word about common scams. If you’re receiving unsolicited phishing emails, others probably are too.
Q: What are the most common scams?
Scams can take many forms, and criminals are constantly changing their tactics to stay one step ahead. Learn more about types of fraud.
Think you've been scammed?
Report it. You can help us and, in the process, help others from getting scammed in the future.
Call our Fraud Hotline at
Forward suspicious emails to firstname.lastname@example.org