I sent money through Western Union, MoneyGram, or a similar service

Western Union, MoneyGram, and similar services can cancel a transfer that nobody has picked up yet. Scammers can pick up cash quickly, so make the call before you read the rest of this page. If they’re still on the phone or in a chat, stop replying first.

Call the company now

Have the receipt in front of you. They’ll ask for the tracking number (Western Union calls it the MTCN, MoneyGram the reference number), the amount, and the name you sent it to.

MoneyGram also lets you cancel it yourself. Sent online or in the app: sign in, open Transaction History, choose the transfer, then Cancel. Sent at a store: on moneygram.com, choose Cancel a transfer. Have the reference number, your last name and date of birth, and the receiver’s last name. Also call or use its fraud form, so it’s reported as a scam, not a change of plans.

Ria (including Walmart2Walmart), Remitly, Xoom, or another service. Call the customer service number on your receipt, in the app, or on the company’s own website. Not a number from a search result or from the person who asked for the money. If it went to another country, federal rules let you cancel free within 30 minutes of paying, as long as it hasn’t been picked up. After 30 minutes, ask anyway.

Ask first: has it been picked up or deposited?

• Not picked up yet. They can cancel it. Western Union says you’ll get a full refund. MoneyGram refunds the fee too if you cancel within an hour of paying; after that, the amount you sent, up to 180 days later. A store cancellation comes back in cash there. An online one goes to your card within 10 business days and can take longer to show up.
• Already picked up or deposited. It’s too late to cancel. Ask for a fraud claim anyway (next section).

At the same time, file a report with the FBI at ic3.gov. Type ic3.gov into the address bar yourself: the FBI warns that ads at the top of search results can lead to fake copies of the site. Include the tracking number, the amount, the receiver’s name and city, and how the scammer reached you.

If it’s happening now

They’re still on the phone or in the chat. Hang up, or stop replying. Screenshot the messages first. Don’t send anything else, whatever they say happened to the first transfer.

They don’t have the tracking number yet. Don’t send it to them, or a photo of the receipt. Call the company and cancel.

You’re at the counter. Tell the clerk the truth, including what you were told to say. Anyone who tells you to lie to the clerk, the money company, or your bank is running the scam.

The transfer says “on hold.” Don’t try to get it released. A held transfer hasn’t been paid out, so it can still be cancelled. Call the number in the app or on your receipt and tell them why you sent it.

They’re on your computer. Hold the power button until it turns off, and make the calls from your phone. Someone is on the line or on my screen right now.

What to say

• I sent a money transfer because of a scam. I have the tracking number. Please cancel it if it hasn't been picked up, and file it as fraud. I need a case number.

• Someone told me what to say if you asked. Here's what really happened. I think it's a scam. Can you stop it?

• If it's already been picked up, I still want to file a fraud claim. Can you send me your decision in writing?

• I don't pay anything to get a refund. I'll call the company myself.

If they say it’s already been picked up

The FTC compares these transfers to sending cash: you usually can’t get it back. Because you sent it yourself, the company may treat it as a payment you approved. Still:

• Ask them to file a fraud claim, and write down the claim number. Western Union says it reviews every reported case to decide whether to refund it, and emails you the result.
• Ask for the decision in writing.
• If they say no, file a complaint with the CFPB. Choose “Money transfers, virtual currency, and money services.” Companies generally respond within 15 days.

After the calls

That’s the urgent part. The rest can wait a few hours.

• If you gave them a password or a code, or they were on your computer, change those passwords from a device they never touched. I gave out a code, password, or card number, I let someone control my computer.
• Save what you have. The receipt, screenshots of the messages, the names, phone numbers, and email addresses they used. Save evidence without spiraling.
• Report it at ReportFraud.ftc.gov. MoneyGram also suggests a report to your local police.
• Get help with the reports. If you’re 60 or older, or helping someone who is, the National Elder Fraud Hotline assigns a case manager. Anyone can call AARP’s helpline.

If someone offers to get it back

You may get a call or message saying your transfer was “stopped” or “recovered,” and that a fee will release it. They may know the amount, the receiver’s name, and your tracking number. The person you paid does too.

Anyone who offers to recover the money for a fee is running a second scam. That includes callers who say they’re from Western Union, MoneyGram, the FBI, IC3, the FTC, or a law firm. IC3 never asks for payment to recover money, and doesn’t call, email, or message victims. Hang up and call the company yourself, on the number from your receipt or its app. Someone offers to get my money back.

What it looks like

Your $1,500 Western Union transfer says "On hold." You called the number in the Western Union app. While you wait, a message comes in.

WhatsApp Daniel

10:42 AM

Did it go through my love?

It says on hold. I'm calling them now.

They do this to everyone. If they ask, say I'm your nephew and it's for my hospital bill. Don't say we met online or they will block it and keep your money.

The Western Union rep asks how you know the receiver and what the money is for. What do you say?

• That he's your nephew and it's for a hospital bill
• The truth: you met online, you've never met in person, and he told you what to say
• Ask them to cancel it, but leave Daniel out of it

Show the answers

• Wrong move That he's your nephew and it's for a hospital bill That's the story he wrote for you. The hold is Western Union checking the transfer before anyone can collect it. Lying to get past it is how the money reaches him.
• Best move The truth: you met online, you've never met in person, and he told you what to say You dialed the number in the app, so this is Western Union. A transfer on hold hasn't been paid out, so it can still be cancelled and refunded. Ask them to cancel it on this call.
• Okay Ask them to cancel it, but leave Daniel out of it Cancelling gets your money back. Saying it's a scam also puts it on record, which matters if he asks again or you file a claim later.

When the money company asks why you're sending, tell it everything, including what you were told to say.

You sent $2,000 by MoneyGram at 1:10 p.m. for your grandson's bail. It's now 2:35.

(614) 555-0127

Text Message
Today 2:35 PM

This is Mark Ellison, attorney for Tyler. The court clerk rejected your MoneyGram because the receiver name did not match his ID. Please send another $2,000 to my assistant Dana Whitford today. The first transfer will be refunded to you automatically in 3-5 business days. Tyler's hearing is at 4.

What do you do?

• Send the second transfer before 4. The first one comes back on its own
• Call MoneyGram yourself and ask them to cancel the first transfer if it hasn't been collected
• Text back asking for the court's name and Tyler's case number first

Show the answers

• Wrong move Send the second transfer before 4. The first one comes back on its own If a transfer had a problem, MoneyGram would tell you, not a lawyer. A new name and a 4 o'clock deadline is how a second payment gets taken.
• Best move Call MoneyGram yourself and ask them to cancel the first transfer if it hasn't been collected MoneyGram can still cancel it if nobody has collected it. It's been over an hour, so you'd get back the amount you sent, without the fee. Then call Tyler, or his parents, on a number you already have.
• Wrong move Text back asking for the court's name and Tyler's case number first He'll have both ready, and you're still in his thread. A detail proves nothing. Call MoneyGram, then call Tyler or his parents on a number you already have.

Whether it's been collected matters more than how long ago you sent it. Call the company and find out.

The day after you reported a Western Union transfer as fraud, your phone rings.

(303) 555-0186

Incoming call · 11:05 AM

1. Caller Hi, this is Angela with Western Union's fraud department. I'm calling about the $1,500 you sent Tuesday to Steven Hale, tracking number ending 4417.
2. Caller Good news. We stopped it before it was collected, and your refund is approved.
3. Caller To release it there's a $149 recall fee. You can pay it at any Western Union location, to our refund processing agent. I'll stay on the line while you go.

She has the amount, the receiver's name, and your tracking number. What do you do?

• Pay the fee. Only Western Union would know those details
• Hang up, call Western Union yourself on the number from your receipt or app, and ask about your claim
• Ask her to take the fee out of the refund instead

Show the answers

• Wrong move Pay the fee. Only Western Union would know those details The person you paid knows all three. Western Union says a stopped transfer is refunded in full, fee included. A fee to release one is the second scam.
• Best move Hang up, call Western Union yourself on the number from your receipt or app, and ask about your claim Western Union does sometimes contact people about a claim. If it stopped the transfer, the people on its fraud line can see that. Calling back on the number from your receipt or the Western Union app costs a few minutes.
• Wrong move Ask her to take the fee out of the refund instead She'll have a reason that can't be done. Meanwhile you're still on her call, and she knows you're willing to pay something.

Knowing the details proves nothing. The person you paid has all of them. Call the company on the number from your receipt or its app, not one from a search.

What they’ll ask for

“Send it through Western Union or MoneyGram.” The FTC says never to wire money to someone you haven’t met in person, whatever the reason.

“If they ask, say I’m your nephew.” “Don’t tell them what it’s for. They’ll block it.” Tell the clerk the truth, including who told you what to say.

“Send me the tracking number.” “Text me a photo of the receipt.” Don’t. For a cash pickup, it’s the number the receiver collects with.

“It didn’t go through. Send it again to my assistant.” A problem with a transfer is between you and the company. Call them about the first one.

“Deposit this check and send the extra back by Western Union.” The check is fake. Your bank can take weeks to find out, and then it will want back the money you sent on. If you already deposited it, tell your bank now.

“Western Union blocked it. Use a Bitcoin ATM.” “Buy gift cards.” “A courier will pick up the cash.” Same scam, new way to pay. No real bank, agency, or company sends a courier to collect cash or tells you to use a Bitcoin ATM or buy gift cards. Bitcoin ATM · gift cards · cash

“I’m sending you money. Send it on to my friend.” Don’t. The FTC says scammers use people this way to move stolen money, and you can get into legal trouble even if you didn’t know. If money or a check already arrived, tell your bank and the transfer company.