Western Union Malaysia

FREQUENTLY ASKED QUESTIONS

You can find the answer to many of your questions below. But if you still need to know more, do not hesitate to call our call our Malaysia Customer Care Line at 1-800-81-3399 (toll-free; valid for calls within Malaysia only).

All you need to know about:

• Money Transfer
• Fraud Protection

MONEY TRANSFER

General Questions

1. What is a Western Union Authorized Service Provider?

   In Malaysia, they are Authorized Service Providers who are authorized to provide Western Union® Money TransferSM Services (sending or receiving money) in Malaysia. The Western Union money transfer service is available at over 2,5001 Authorized Service Provider locations through RHB Bank Berhad, selected Pos Malaysia Berhad offices, Bank Kerjasama Rakyat, Bank Simpanan Nasional, United Overseas Bank (Malaysia) Berhad, AgroBank2, Public Bank Berhad, Lotus Group Enterprise Sdn Bhd, Sdn Bhd, NS Cash Point Sdn Bhd, Horizon Remit Sdn Bhd , Access Remittance Sdn Bhd, Pride Express Sdn Bhd, Vitcomex Sdn Bhd, Reit Asia Pacific Sdn Bhd, Ongaya Sdn Bhd, APFT Express Sdn Bhd, Hong Leong bank Berhad, AmBank Group, myNEWS.com, Bank Muamalat Malaysia Berhad, Kuwait Finance House Malaysia Berhad and Remit Money International Sdn Bhd. 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 Authorized Service Provider?

   You can easily locate a Western Union Authorized Service Provider online or call our Malaysia Customer Care Line at 1-800-813-399 (toll-free; valid for calls within Malaysia only).

3. Who uses the Western Union® Money TransferSM 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?

   There are two ways to send money though Western Union3 in Malaysia: Cash to Cash Money Transfer Online Account to Cash Money Transfer

   CASH TO CASH MONEY TRANSFER:

   i. Go to your nearest Western Union Authorized Service Provider location and bring your current original valid government-issued photo identification, such as Malaysia identification card or passport. Refer to Western Union Authorized Service Provider for the nearest location. ii. Complete the appropriate Western Union 'To Send Money' form, and give the completed form to the Authorized Service Provider, together with your current original valid government-issued photo identification. iii. Give the Authorized Service Provider your payment together with the necessary transfer fees4 in cash. iv. The Authorized Service Provider will then give you a receipt and your Money Transfer Control Number (MTCN). You can track the status of your money transfer online with your MTCN. Check the status of your money transfer online or call our Malaysia Customer Care Line at 1-800-813-399 (toll-free; valid for calls within Malaysia only). v. Put your signature on the receipt. Transaction is complete. Inform your receiver of the following information: The sender's full name (as written on the 'To Send Money' form). The country from where the money was sent. The amount that was sent and the currency. The Money Transfer Control Number (MTCN). Receiver must bring valid identification.

   If you have a Western Union® Gold Card, you can send money through Western Union by presenting your card along with your current original valid government-issued photo identification to the Authorized Service Provider, and it will help speed up the processing of your transaction. 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, such as Malaysia identification card or passport and cash to cover your payment and fees. 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 Bank Negara Malaysia ('BNM'), has rules on the sending limit and may enforce these rules anytime . So it is advisable to check your local Western Union Authorized Service Provider 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.

   Find out more on Restrictions and Special Notes on Sending Money From Malaysia.

4. When can I send money?

   Western Union money transfer services are available at standard banking hours, from Monday through Friday, at RHB Bank, Bank Rakyat, Bank Simpanan Nasional, selected United Overseas Bank, Agro Bank2, Public Bank, Hong Leong Bank, Am Bank, Bank Muamalat and Kuwait Finance House.

   Western Union money transfer services through Pos Malaysia are available at standard Pos Malaysia operating hours.

   We also have more than 100 Authorized Service Provider locations that operate 7 days a week for your convenience. Some Authorized Service Provider locations are open 365 days and are open on public holidays.

   If you are too busy to visit any of our Authorized Service Provider locations, you can also remit money Online via Public Bank internet banking, available 24 hours a day, 365 days a year and RHB internet banking , available on weekdays, 6am to 11pm.

   Find your nearest Western Union Authorized Service Provider in Malaysia.

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

   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 in the case of Cash to Cash Money Transfer, or as provided in the RHB and Public Banks Western Union Money Transfer details in the case of Online Account to Cash Money Transfer. We'll then update you on the latest status of your money transfer.

   Check your money transfer status now.

   Or call our Malaysia Customer Care Line at 1-800-81-3399 (toll-free; valid for calls within Malaysia only).

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

   No. 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 money sent to me?
   • Locate the nearest Western Union Authorized Service Provider in Malaysia here.
   Then make your way to the Authorized Service Provider location.
   • Fill out the 'To Receive Money' form and provide the Authorized Service Provider the MTCN and your current original government-issued photo identification.
   • You'll be given a receipt. Review it thoroughly and sign the receipt if all the details are accurate.
   • The Authorized Service Provider will then hand you your money together with the receipt.

   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 from where the money was sent.
   • The amount that was sent and currency.
   • The Money Transfer Control Number (MTCN).
   • Your current original government-issued photo identification.
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 in the case of Cash to Cash Money Transfer, or as provided in the RHB and Public Banks Western Union Money Transfer details in the case of Online Account to Cash Money Transfer. We'll then update you on the latest status of the transfer.

   Check your money transfer status now

   Or call our Malaysia Customer Care Line at 1-800-813-399 (toll-free; valid for calls within Malaysia only).

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 cheque or payout 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 website.

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 people claiming to be the police who say 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 your government's Office of Consumer Affairs and 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 the 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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