Western Union Hong Kong

FREQUENTLY ASKED QUESTIONS

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 Hong Kong hotline at 2117 9088 (for calls within Hong Kong) or +852 2117 9088 (for calls from overseas).

All you need to know about:

• Money Transfers
• Fraud Protection

MONEY TRANSFER

General Questions

1. What is a Western Union Agent?

   They are our representatives that you can approach in order to send or receive money. In Hong Kong, the Western Union Money Transfer service is available at over 1101 Agent locations comprising of post offices, financial services or retail shops. 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 office and other retailers.

2. How can I find a Western Union Agent?

   You can easily locate a Western Union Agent online or call our Hong Kong hotline at 2117 9088 (for calls within Hong Kong) or +852 2117 9088 (for calls from overseas).

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

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

Sending Money

1. How do I send money?

   a.	Visit your nearest Agent location.
   b.	Complete the 'To Send Money' form and show the Agent your original valid government-issued photo identification. In the case of sending money to a bank account (available for Indonesia), fill out the 'Direct to Bank' form.
   c.	Give the Agent your payment together with the necessary fees2 in cash.
   d.	The Agent will then give you a receipt and your Money Transfer Control Number (MTCN).
   e.	Put your signature on the receipt. Transaction is complete.
   f.	Call the recipient of your money and relay the necessary information to him/her, such as the sender's name as written on the 'To Send Money' form, amount sent, MTCN, and the country the money was sent from. In the case of Direct to Bank service to Indonesia, the money will be transferred to the receiver's bank account.

   
   

   If you have a Western Union® Gold Card, you can send money through Western Union simply by presenting your card along with your original valid government-issued photo identification to the Agent. Inform the Agent of the receiver you wish to send money to. The process after this is the same as from c) to f) above, except in the case of Direct to Bank service to Indonesia where the sender has to always fill out the 'Direct to Bank' form.

   Learn more about sending money

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

   Bring your current original valid government-issued photo identification and cash to cover your payment and fees2. You can also bring along your Western Union® Gold Card which helps to speed up your transaction.

3. How much money can I send?

   Western Union, based on information from the Hong Kong Monetary Authority has rules on the sending limit and may enforce these rules anytime. So it is advisable to check your local Western Union Agent for details. In some countries, you may send as much as you wish. However, there may be restrictions on the amounts that may be received by people in some countries. Also, for certain amounts to certain countries, you may be asked to provide additional information or documentations.

4. When can I send money?

   Most Western Union Agent locations in Hong Kong are open for business 7 days a week, and even after banking or office hours. Some are open up to 12 midnight.

   Find your nearest Western Union Agent in Hong Kong.

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 sender's name as written on the 'To Send Money' form, and the 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 our Hong Kong hotline at 2117 9088 (for calls within Hong Kong) or +852 2117 9088 (for calls from overseas).

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

   Western Union does not offer escrow or buyer protection. To help protect yourself from fraud, never send money to someone you don't know. If you suspect you may have been the victim of fraud using Western Union, 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 Agent with your current original valid 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 Agent will then hand you the Receipt and your money.

   In the case of Direct to Bank service to Indonesia, the money will be transferred to the receiver's bank account.

   Learn more about collecting your money

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

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

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

3. 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 sender's name as written on the 'To Send Money' form, and the MTCN. We'll then update you on the latest status of the transfer.

   Check your money transfer status now

   Or call or our Hong Kong hotline at 2117 9088 (for calls within Hong Kong) or +852 2117 9088 (for calls from overseas).

4. How does Western Union pay out money transfers?

   Generally, 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.

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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 are purchasing goods or services through Western Union, it is your responsibility to verify the legitimacy of the seller. We are not responsible for the quality or non-receipt of any goods or services.

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

1. Are there common fraud scenarios that I should be aware of?
   Yes. 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 have won (there are many companies running fraudulent contests, which require you to send 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 e-mail 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. Where a sender imposes a test question, we won’t pay the receiver if the receiver does not know the answer to the question, even if he/she shows proper identification. Please note that transactions to some countries cannot impose a test question to restrict payment so proper identification must be provided by the receiver in those countries.

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 (or your own) 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 does not offer an escrow service or any type of 'purchase protection' policy. Ultimately, it is your responsibility to verify the legitimacy of the seller, and Western Union is not responsible for the quality or non-receipt of any goods or services.

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

   Contact the police 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 are purchasing goods or services through Western Union, it is your responsibility to verify the legitimacy of the seller. We are not responsible for the quality or non-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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