{"id":"western-union","page":"https://escalate.alexgaoth.com/#/c/western-union","html":"https://escalate.alexgaoth.com/c/western-union/","generated":"2026-10-15","company":{"id":"western-union","name":"Western Union","aliases":["westernunion","western union money transfer","western union financial services"],"sector":"payments","parent":"The Western Union Company","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login","official_domains":["westernunion.com"],"security":{"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"customer-care-us-phone","type":"phone","label":"Customer Care (US), as listed on the contact page and the complaint page","value":"+1-720-945-9350","purposes":["refund_request","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"fraud-hotline","type":"phone","label":"Western Union Fraud Hotline","value":"+1-800-448-1492","purposes":["fraud"],"access":"human_only","notes":"Call at once if the transfer has not been picked up or deposited, so Western Union can try to stop it.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"},{"id":"fraud-claim-form","type":"web_form","label":"Report a fraud claim online","value":"https://www.westernunion.com/global-service/report-fraud","purposes":["fraud"],"access":"open","notes":"The page loads with JavaScript. Automated fetches on 2026-10-12 returned only a loading screen.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious (phishing) emails","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email as is. Western Union says this does not file a fraud claim.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"error-resolution-email","type":"email","label":"Error resolution and cancellation (remittance transfers)","value":"DFErrorResolution@westernunion.com","purposes":["transaction_dispute","refund_request"],"notes":"Include your name and address or phone, the error and why, the receiver's name, the dollar amount and the confirmation number (MTCN).","source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Error resolution (remittance transfers)","value":"Western Union, PO Box 6036, Englewood, CO 80155","purposes":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Customer care contact page (phone list and chat)","value":"https://www.westernunion.com/us/en/contact-us.html","purposes":["poor_service","refund_request"],"access":"open","notes":"The \"Chat with us\" control is a JavaScript button with no direct chat URL.","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"online-profile-care-phone","type":"phone","label":"Customer care for a locked online profile","value":"+1-877-989-3268","purposes":["account_access"],"access":"human_only","notes":"For a profile locked after repeated wrong log in attempts or wrong security answers.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-profile-registration-and-management.html","last_verified":"2026-10-12"},{"id":"website-care-phone","type":"phone","label":"Website Care","value":"+1-720-945-9354","purposes":["account_access"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"money-order-forgery-phone","type":"phone","label":"Customer Support Line for money order forgery claims","value":"+1-800-999-9660","purposes":["fraud"],"access":"human_only","notes":"Only the purchaser of the money order can start a forgery claim. The claim forms must be notarized and mailed as originals.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"},{"id":"money-order-refund-form","type":"web_form","label":"Money order refund request","value":"https://www.westernunion.com/global/en/rmo-form.html","purposes":["refund_request"],"access":"open","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"executive-resolutions-mail","note":"Western Union asks you to contact its customer service before you complain to a state regulator."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"The complaint page lists the money transmission regulator for each state."},{"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"playbooks":[{"issue":"fraud","summary":"Call the fraud hotline at once. Western Union can refund a transfer that is not yet picked up or deposited.","evidence":["tracking number (MTCN)","receipt","amount and date","receiver name and location","messages from the scammer"],"steps":[{"do":"Call the Western Union Fraud Hotline as soon as possible and ask Western Union to stop the transfer.","channel":"fraud-hotline"},{"do":"File a fraud claim online if you cannot call, or to add details. Keep the claim reference.","channel":"fraud-claim-form"},{"do":"Forward any phishing email that pretended to be Western Union.","channel":"spoof-email"},{"do":"Report the scam to local law enforcement and to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Western Union does not answer or refuses without a reason, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB with the claim reference and the timeline.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Western Union's fraud page says: \"If your transfer is not picked up, sent or deposited you'll get a full refund on the transfer.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Western Union's fraud page says: \"After a transfer is sent or deposited, Western Union may not be able to give you a refund.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Report an error with a remittance transfer within 180 days of the promised availability date.","evidence":["your name and address or phone","description of the error","receiver name and phone or address","dollar amount","confirmation number (MTCN)"],"steps":[{"do":"Contact Western Union by phone, email or mail within 180 days of the date the funds were promised to the receiver. Give all five items from the evidence list.","channel":"customer-care-phone"},{"do":"Send the same details in writing so you have a dated record.","channel":"error-resolution-email"},{"do":"Western Union must decide within 90 days and tell you the result within three business days after the investigation. If it finds no error, ask for copies of the documents it used."},{"do":"If the error is not corrected, send a written complaint to Executive Resolutions.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB, and to your state money transmission regulator listed on the complaint page.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"\"You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Cancel within 30 minutes of payment for a full refund including fees. Later, cancel for a refund only while the money is not picked up or deposited.","evidence":["tracking number (MTCN)","amount","where the funds were sent","receipt"],"steps":[{"do":"Within 30 minutes of paying, call or email Western Union to cancel. Give the amount and the location where the funds were sent.","channel":"customer-care-phone"},{"do":"After 30 minutes, ask to cancel by phone, in your online profile, or at the agent location where you sent the transfer. This works only if the money is not picked up or deposited.","channel":"customer-care-phone"},{"do":"If the receiver did not pick up a cash transfer, ask customer care to renew or refund it. Unpaid transfers are not returned automatically.","channel":"customer-care-phone"},{"do":"If the refund does not arrive, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":"executive-resolutions-mail"}],"facts":[{"kind":"deadline","claim":"\"In order to cancel, you must contact us at the phone number or e-mail address above within 30 minutes of payment for the transfer.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient's account.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the US online terms, refund requests received within 30 days of the transaction date get the transfer amount and fees back. Requests after 30 days get the transfer amount only.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cash pickup transfer usually stays available for 90 days. After it expires, the money is not returned automatically; the sender or receiver must contact customer care.","issues":["refund_request"],"source":"https://www.westernunion.com/blog/en/us/how-long-does-western-union-hold-funds/","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"A transfer on hold usually waits for identity or detail checks. Call with the tracking number.","evidence":["tracking number (MTCN)","ID documents requested by Western Union"],"steps":[{"do":"Check the transfer status with the tracking number (MTCN)."},{"do":"Call customer care with the MTCN and ask what information Western Union needs to release the transfer.","channel":"customer-care-phone"},{"do":"If the transfer stays on hold, ask to cancel it for a refund, then send a written complaint.","channel":"executive-resolutions-mail"},{"do":"Complain to the CFPB if the money is neither released nor refunded.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Western Union says a transfer can be put on hold while it verifies your identity, confirms other details, waits for your bank's review, or waits for more information from you.","issues":["frozen_funds"],"source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Transactions not picked up or cancelled within 1 year of the send date are charged a non-refundable administration charge of up to $0.50 per month from the send date, not more than $42.00, deducted from the amount sent.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The mobile app terms say international transfers may be cancelled for a full refund of the principal and fees within 30 minutes of payment.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/tnc-mobile.html","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."]},"playbooks":{"fraud":{"company":{"id":"western-union","name":"Western Union","sector":"payments","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login"},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the fraud hotline at once. Western Union can refund a transfer that is not yet picked up or deposited.","evidence":["tracking number (MTCN)","receipt","amount and date","receiver name and location","messages from the scammer"],"steps":[{"do":"Call the Western Union Fraud Hotline as soon as possible and ask Western Union to stop the transfer.","channel":{"id":"fraud-hotline","type":"phone","label":"Western Union Fraud Hotline","value":"+1-800-448-1492","purposes":["fraud"],"access":"human_only","notes":"Call at once if the transfer has not been picked up or deposited, so Western Union can try to stop it.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}},{"do":"File a fraud claim online if you cannot call, or to add details. Keep the claim reference.","channel":{"id":"fraud-claim-form","type":"web_form","label":"Report a fraud claim online","value":"https://www.westernunion.com/global-service/report-fraud","purposes":["fraud"],"access":"open","notes":"The page loads with JavaScript. Automated fetches on 2026-10-12 returned only a loading screen.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"}},{"do":"Forward any phishing email that pretended to be Western Union.","channel":{"id":"spoof-email","type":"email","label":"Forward suspicious (phishing) emails","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email as is. Western Union says this does not file a fraud claim.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"}},{"do":"Report the scam to local law enforcement and to the FTC at ReportFraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If Western Union does not answer or refuses without a reason, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB with the claim reference and the timeline.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"fraud-hotline","type":"phone","label":"Western Union Fraud Hotline","value":"+1-800-448-1492","purposes":["fraud"],"access":"human_only","notes":"Call at once if the transfer has not been picked up or deposited, so Western Union can try to stop it.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"},{"id":"fraud-claim-form","type":"web_form","label":"Report a fraud claim online","value":"https://www.westernunion.com/global-service/report-fraud","purposes":["fraud"],"access":"open","notes":"The page loads with JavaScript. Automated fetches on 2026-10-12 returned only a loading screen.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"spoof-email","type":"email","label":"Forward suspicious (phishing) emails","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email as is. Western Union says this does not file a fraud claim.","source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"},{"id":"money-order-forgery-phone","type":"phone","label":"Customer Support Line for money order forgery claims","value":"+1-800-999-9660","purposes":["fraud"],"access":"human_only","notes":"Only the purchaser of the money order can start a forgery claim. The claim forms must be notarized and mailed as originals.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Western Union's fraud page says: \"If your transfer is not picked up, sent or deposited you'll get a full refund on the transfer.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Western Union's fraud page says: \"After a transfer is sent or deposited, Western Union may not be able to give you a refund.\"","issues":["fraud"],"source":"https://www.westernunion.com/us/en/fraudawareness/fraud-report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Western Union asks you to contact its customer service before you complain to a state regulator.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"The complaint page lists the money transmission regulator for each state.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."],"security":{"official_domains":["westernunion.com"],"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 34 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","warnings":[]},"transaction_dispute":{"company":{"id":"western-union","name":"Western Union","sector":"payments","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login"},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Report an error with a remittance transfer within 180 days of the promised availability date.","evidence":["your name and address or phone","description of the error","receiver name and phone or address","dollar amount","confirmation number (MTCN)"],"steps":[{"do":"Contact Western Union by phone, email or mail within 180 days of the date the funds were promised to the receiver. Give all five items from the evidence list.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"do":"Send the same details in writing so you have a dated record.","channel":{"id":"error-resolution-email","type":"email","label":"Error resolution and cancellation (remittance transfers)","value":"DFErrorResolution@westernunion.com","purposes":["transaction_dispute","refund_request"],"notes":"Include your name and address or phone, the error and why, the receiver's name, the dollar amount and the confirmation number (MTCN).","source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"}},{"do":"Western Union must decide within 90 days and tell you the result within three business days after the investigation. If it finds no error, ask for copies of the documents it used."},{"do":"If the error is not corrected, send a written complaint to Executive Resolutions.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB, and to your state money transmission regulator listed on the complaint page.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"customer-care-us-phone","type":"phone","label":"Customer Care (US), as listed on the contact page and the complaint page","value":"+1-720-945-9350","purposes":["refund_request","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"error-resolution-email","type":"email","label":"Error resolution and cancellation (remittance transfers)","value":"DFErrorResolution@westernunion.com","purposes":["transaction_dispute","refund_request"],"notes":"Include your name and address or phone, the error and why, the receiver's name, the dollar amount and the confirmation number (MTCN).","source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Error resolution (remittance transfers)","value":"Western Union, PO Box 6036, Englewood, CO 80155","purposes":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"You must contact us within 180 days of the date we promised to you that funds would be made available to the recipient.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will determine whether an error occurred within 90 days after you contact us and we will correct any error promptly. We will tell you the results within three business days after completing our investigation.\"","issues":["transaction_dispute"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Western Union asks you to contact its customer service before you complain to a state regulator.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"The complaint page lists the money transmission regulator for each state.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."],"security":{"official_domains":["westernunion.com"],"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 34 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","warnings":[]},"refund_request":{"company":{"id":"western-union","name":"Western Union","sector":"payments","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cancel within 30 minutes of payment for a full refund including fees. Later, cancel for a refund only while the money is not picked up or deposited.","evidence":["tracking number (MTCN)","amount","where the funds were sent","receipt"],"steps":[{"do":"Within 30 minutes of paying, call or email Western Union to cancel. Give the amount and the location where the funds were sent.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"do":"After 30 minutes, ask to cancel by phone, in your online profile, or at the agent location where you sent the transfer. This works only if the money is not picked up or deposited.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"do":"If the receiver did not pick up a cash transfer, ask customer care to renew or refund it. Unpaid transfers are not returned automatically.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"do":"If the refund does not arrive, send a written complaint to Executive Resolutions, then complain to the CFPB.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"customer-care-us-phone","type":"phone","label":"Customer Care (US), as listed on the contact page and the complaint page","value":"+1-720-945-9350","purposes":["refund_request","transaction_dispute","poor_service"],"access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"error-resolution-email","type":"email","label":"Error resolution and cancellation (remittance transfers)","value":"DFErrorResolution@westernunion.com","purposes":["transaction_dispute","refund_request"],"notes":"Include your name and address or phone, the error and why, the receiver's name, the dollar amount and the confirmation number (MTCN).","source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"},{"id":"contact-page","type":"web_form","label":"Customer care contact page (phone list and chat)","value":"https://www.westernunion.com/us/en/contact-us.html","purposes":["poor_service","refund_request"],"access":"open","notes":"The \"Chat with us\" control is a JavaScript button with no direct chat URL.","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"},{"id":"money-order-refund-form","type":"web_form","label":"Money order refund request","value":"https://www.westernunion.com/global/en/rmo-form.html","purposes":["refund_request"],"access":"open","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"In order to cancel, you must contact us at the phone number or e-mail address above within 30 minutes of payment for the transfer.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"process","claim":"\"We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a recipient's account.\"","issues":["refund_request"],"source":"https://wucare.westernunion.com/care/POS_Longform_English","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under the US online terms, refund requests received within 30 days of the transaction date get the transfer amount and fees back. Requests after 30 days get the transfer amount only.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A cash pickup transfer usually stays available for 90 days. After it expires, the money is not returned automatically; the sender or receiver must contact customer care.","issues":["refund_request"],"source":"https://www.westernunion.com/blog/en/us/how-long-does-western-union-hold-funds/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Transactions not picked up or cancelled within 1 year of the send date are charged a non-refundable administration charge of up to $0.50 per month from the send date, not more than $42.00, deducted from the amount sent.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The mobile app terms say international transfers may be cancelled for a full refund of the principal and fees within 30 minutes of payment.","issues":["refund_request"],"source":"https://www.westernunion.com/us/en/legal/tnc-mobile.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Western Union asks you to contact its customer service before you complain to a state regulator.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"The complaint page lists the money transmission regulator for each state.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."],"security":{"official_domains":["westernunion.com"],"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 34 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","warnings":[]},"frozen_funds":{"company":{"id":"western-union","name":"Western Union","sector":"payments","website":"https://www.westernunion.com","account_url":"https://www.westernunion.com/us/en/send-money/app/login"},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"A transfer on hold usually waits for identity or detail checks. Call with the tracking number.","evidence":["tracking number (MTCN)","ID documents requested by Western Union"],"steps":[{"do":"Check the transfer status with the tracking number (MTCN)."},{"do":"Call customer care with the MTCN and ask what information Western Union needs to release the transfer.","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"do":"If the transfer stays on hold, ask to cancel it for a refund, then send a written complaint.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB if the money is neither released nor refunded.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY users","value":"+1-800-877-8973","access":"human_only","source":"https://www.westernunion.com/us/en/contact-us.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Western Union says a transfer can be put on hold while it verifies your identity, confirms other details, waits for your bank's review, or waits for more information from you.","issues":["frozen_funds"],"source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The US online terms require individual binding arbitration administered by JAMS. You may opt out for a transaction within 30 days after initiating it by calling 1-800-325-6000.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the party raising a dispute must send a written notice. The parties then have 60 days from receipt of a completed notice to try to resolve it.","source":"https://www.westernunion.com/us/en/legal/terms-conditions.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Western Union asks customers to contact its customer service before they file a complaint with a state regulator. Its complaint page lists the regulator and phone number for each state.","source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Western Union asks you to contact its customer service before you complain to a state regulator.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"The complaint page lists the money transmission regulator for each state.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"known_blockers":["Most westernunion.com help and fraud pages render with JavaScript. The fraud hotline number and the fraud claim link appear as template placeholders to automated fetches.","The contact page chat has no direct URL. The agent must use phone, email or mail.","Online cancellation needs sign-in to the Western Union profile. Phone lines need the account holder.","Transfers can be held for identity verification. Only the customer can supply the ID documents.","Western Union pages list two different customer care numbers (+1-800-325-6000 and +1-720-945-9350)."],"security":{"official_domains":["westernunion.com"],"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 34 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The US complaint page names Western Union Financial Services, Inc. and Western Union International Services, LLC as the US money transmitters. Western Union agreed on 2025-08-10 to acquire International Money Express (Intermex). A Western Union SEC prospectus supplement dated 2026-04-30 still described the acquisition as pending, and completion was not confirmed on 2026-10-12, so Intermex is not listed as part of Western Union here. Western Union's own pages give two customer care numbers: +1-800-325-6000 (FAQ, terms, error-resolution disclosure) and +1-720-945-9350 (contact page, complaint page).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"Customer care (money transfers, cancellations, error resolution)","value":"+1-800-325-6000","purposes":["refund_request","transaction_dispute","fraud","frozen_funds","poor_service"],"access":"human_only","notes":"Also the number in the Error Resolution and Cancellation Disclosures and the number for opting out of arbitration. Have the 10-digit tracking number (MTCN) ready.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-tracking-a-transfer.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Western Union asks you to contact its customer service before you complain to a state regulator.","channel":{"id":"executive-resolutions-mail","type":"mail","label":"Corporate complaint contact, Executive Resolutions Department","value":"Western Union, Attn Executive Resolutions Department, P.O. Box 6036, Englewood, Colorado 80155","purposes":["transaction_dispute","refund_request","fraud","poor_service"],"source":"https://www.westernunion.com/us/en/legal/file-complaint.html","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"The complaint page lists the money transmission regulator for each state.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"JAMS arbitration under the US terms. You can opt out within 30 days after a transaction by calling +1-800-325-6000."}],"security":{"official_domains":["westernunion.com"],"never_asks":[{"kind":"policy","claim":"Western Union will never send you an email that asks for your personal information, email address or password.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"In romance scams, a new contact from social media, an online forum or a dating site asks you to pay for travel or emergency expenses. Western Union says never to send money to someone you have not met in person.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In employment scams, a boss sends you a check for work expenses and then asks you to send money back. The check bounces and you are responsible for the full amount.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In internet purchase scams, scammers post fake items for sale on classified sites or marketplaces and ask buyers to send money.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"In emergency and impostor scams, someone poses as a relative, friend or other trusted person with a sudden emergency and asks you to send money now. Western Union says to verify the emergency with another family member first.","source":"https://www.westernunion.com/global/en/fraud-awareness/fraud-home.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Forward suspicious emails that claim to be from Western Union","value":"spoof@westernunion.com","purposes":["fraud"],"notes":"Forward the email, then delete it. Western Union's fraud resources page says this does not file a fraud claim; to report a scam, call the fraud hotline or file a fraud claim online.","source":"https://www.westernunion.com/us/en/frequently-asked-questions/faq-consumer-protection.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":34},"verified_from":{"page":34},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 34 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}