If you think there has been an error or a problem with your money transfer you are encouraged to contact us as soon as possible.
You must contact us within 180 days of the date we promised to you that funds would be made available to your recipient. When you do, please tell us:
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. If we decide that there was no error, we will send you a written explanation. You may ask for copies of any documents we used in our investigation.
You have the right to cancel a transfer and obtain a refund of all funds paid to us, including any fees. In order to cancel you must contact us at the toll free number or email address shown above before we deposit funds to a bank account or your recipient collects the remittance.
When you contact us, you must provide us with information to help us identify the transfer you wish to cancel, including the amount and location where the funds were sent. 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.