Western Union China

You can find the answers to many of your questions below. But if you still need to know more, do not hesitate to call our China hotline at 800 820 8668 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) or +86 21 6866 4610 (paid call).

All you need to know about:

• Money Transfers
• Fraud Protection

MONEY TRANSFERS

General Questions

1. What is a Western Union Agent?

   They are our representatives that you can approach in order to transfer money. In China, they are in banks and post offices. In other countries, they may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

2. How can I find a Western Union Agent?

   You can easily locate a Western Union Agent online or call our China hotline at 800 820 8668 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) or +86 21 6866 4610 (paid call)

3. Who uses the Western Union Money Transfer Service?
   You, or anyone who needs to send or receive money in a fast, convenient and reliable manner. Example:

   • Those who support relatives or friends.
   • Travelers in emergency situations.
   • Businessmen.
   • Someone sending money as a gift.

Sending Money

1. How do I send money?
   • Visit your nearest Agent location.
   • Complete the 'To Send Money' form and show the Agent your identification
   • Give the Agent your payment together with the necessary fees in cash, in USD as required in China.
   • The Agent will then give you a receipt and your Money Transfer Control Number (MTCN).
   • Put your signature on the receipt. Transaction is complete
   • Call the recipient of your money and relay the necessary information to him/her such as the sender's name, amount sent, MTCN, and the country the money was sent from.

   Western Union Direct to Bank service - consumers in Singapore can now send money to a bank card account in China2.

   In the case of sending money to a bank card account in China for the first time, the receiver will have to call up the China hotline at  800 820 8050 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) between 8AM and 8PM, Monday through Sunday (China time),  to verify the following information:

   • Receiver's name in Chinese characters
   • Money Transfer Control Number (MTCN)
   • Receiver's valid identification
   • Bank name, and
   • Bank card account number

   Any subsequent transactions to the same bank card account will not require further verification.? Update us your change in personal details (e.g. bank card account number) to ensure a correct transaction is made every time.

   Learn more about sending money

2. What do I need to bring in order to send money?

   Bring your current government-issued photo identification and cash to cover your payment and fees. In China, you may also be required to produce other supporting documents as may be required by government regulations.

3. How much money can I send?

   The State Administration of Foreign Exchange in China has rules on the sending limit and we may enforce these rules anytime. So it is advisable to check your local Western Union Agent for details. In other countries, you may send as much as you wish. However, for certain amounts to certain countries, you may be asked to provide additional information or documentations.

4. When can I send money?

   Anytime, during the business hours of the Agent.

   Find your nearest Western Union Agent.

5. How do I know if my money transfer has been received?

   Simply locate the 'Tracking' link on the homepage of our website. Then type in the Pinyin of the sender's name and Money Transfer Control Number. We'll then update you on the latest status of your money transfer.

   Check your money transfer status now.

   Or call or our China hotline at 800 820 8668 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) or +86 21 6866 4610 (paid call)

6. Does Western Union offer an escrow service or any kind of protection for online auctions and other transactions?

   No. Remember, to protect yourself, never send money to someone you don't know. If you think you've been scammed, contact us immediately.

   Learn more about fraud protection

Receiving Money

1. How do I collect my money?
   • Visit your nearest Western Union Agent location.
   • Complete the 'To Receive Money' form and hand it to the service provider with your current government-issued photo identification and Money Transfer Control Number.
   • You'll be given a Receipt. Read through it thoroughly and then put your signature on it.
   • The service provider will then hand you the receipt and your money.

   Western Union Direct to Bank service - consumers in Singapore can now send money to a bank card account in China.

   In the case of sending money to a bank card account in China for the first time, the receiver will have to call up the China hotline at  800 820 8050 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) between 8AM and 8PM, Monday through Sunday (China time),  to verify the following information:

   • Receiver's name in Chinese characters
   • Money Transfer Control Number (MTCN)
   • Receiver's valid identification
   • Bank name, and
   • Bank card account number
     

   Any subsequent transactions to the same bank card account will not require further verification. Update us your change in personal details (e.g. bank card account number) to ensure a correct transaction is made every time.

   Learn more about collecting your money

2. What do I need to bring in order to collect my money?
   Please get these details ready:

   • The sender's full name (that is, first, middle and last names).
   • The country where the money was sent.
   • The amount that was sent.
   • The Money Transfer Control Number (MTCN).
   • Your government-issued photo identification with photo.

   For more information, do check with your nearest Western Union Agent.

3. What do I need to bring in order to collect my money?

   The Western Union service provider may apply limits on amounts which can be paid out. So it is advisable to check with your local Western Union service provider for details.

4. How do I find out if my money is ready to be collected?

   Simply locate the 'Tracking' link on the homepage of our website. Then type in the Pinyin of the sender's name and Money Transfer Control Number. We'll then update you on the latest status of your money transfer.

   Check your money transfer status now.

   Or call or our China hotline at 800 820 8668 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones) or +86 21 6866 4610 (paid call).

   For any enquiries on Western Union Direct to Bank service (currently available when sending money from Singapore to China), please call 800 820 8050 (toll-free, valid for calls within China only1; not valid for calls made from mobile phones).

5. How does Western Union pay out money transfers?

   Generally (yes, even in China), money transfers are paid with cash. However, in some foreign countries, in some cases, we may use a money transfer check or pay-out card.

   For Western Union Direct to Bank service from Singapore to China, money will be transferred directly to receiver's bank card account in China.

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FRAUD PROTECTION

We value your business. And we take pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.

Always make sure you know who you are sending money to. If you're purchasing goods or services through Western Union, it's your responsibility to verify the legitimacy of the seller. We are not responsible for the quality or not-receipt of any goods or services.

Below are some frequently asked questions about fraud. For more information, please visit our Anti-Fraud section in our Web site.

1. Are there common fraud scenarios that I should be aware of?
   Yes. Some common scenarios include:

   • Being required to pay a fee before receiving a loan
   • Sweepstakes, prize, or lottery company representatives who tell you to transfer money to them in order to claim a prize you've won (there are many companies running fraudulent contests. They require you to transfer them money but give you nothing in return)
   • Unsolicited letters or e-mails from Nigeria or other foreign government officials requesting assistance to transfer funds from a foreign country into your bank account.
   • Telephone calls from the police claiming someone you know has been in an accident or arrested and money is needed.
   • Unsolicited letters or e-mails offering an unrealistic price for expensive or difficult to find items.
2. Someone claiming to be from Western Union e-mailed me. What should I do?

   If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a "phishing" attempt to acquire sensitive information from you. Instead, immediately forward the suspicious mail to CustomerService.Asia@westernunion.com.

   Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

3. Can the Test Question feature secure my funds or delay payment of a transaction?

   The 'Test Question' feature is designed for emergency situations where the receiver does not have proper identification (e.g., his or her wallet and identification have been stolen). It should never be used as additional security or to delay payment. In many places, we'll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question.

4. Does Western Union offer an escrow service or any kind of buyer protection?

   No. Our business is to transfer funds from a sender to a receiver. When using our services, we caution you against sending money to strangers. It is the sender's responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the receiver's name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer, payment will be made.

   Be wary of third-party "collection" or "holding" services unless they are reputable, licensed escrow services. We are not an escrow service, should not be used as an escrow service, and are currently not affiliated with any escrow services.

5. What should I know about purchasing from online auctions?

   For online auctions, examine feedback about the seller carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.

   Remember that Western Union never acts as a guarantor of an auction buyer or seller's performance.

6. What can I do if I suspect fraud or am a victim of fraud?

   Contact your government's Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation.

   If you feel you have been a fraud victim, contact your local police immediately.

7. What additional tips should I keep in mind?
   • Always make sure you know who you are sending money to. If you're purchasing goods or services through Western Union, it's your responsibility to verify the legitimacy of the seller. We are not responsible for the quality or not-receipt of any goods or services.
   • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
   • Security is everyone's responsibility. Stay informed. Keep abreast of new fraud trends.

Remember, if an offer seems too-good-to-be-true, it probably is.

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