Colombia: Terms and Conditions for Western Union® Online Money Transfer Service through Colombian agent Acciones & Valores
THE WESTERN UNION® MONEY TRANSFERSM SERVICE IS PROVIDED IN ACCORDANCE WITH THE FOLLOWING TERMS AND CONDITIONS.
Transfers made through the Western Union® Money TransferSM Service can be sent and collected at most Western Union Agent locations around the world. Customers can call the phone number below to request the address and business hours of nearby locations. Some locations are open to the public 24 hours a day.
Money transfers are available for collection within minutes, subject to the opening hours of the Western Union receiving agent location (“Agent”). Next Day/2 Day and account-based transfers are available to limited countries upon request. Money sent using the Next Day/2 Day service will be available for collection within 24 and 48 hours, respectively. Account-based transfers usually take three business days, although transfers to electronic wallets (mWallet) are generally available within just a few minutes. Exceeding amount limitations, local restrictions or other restrictions in certain countries may delay the transaction. Western Union does not act as an agent or representative for any bank for any purpose and does not accept deposits on behalf of any bank. Call the number below or the number that appears on your receipt for more information.
Money transfers are usually paid in cash, but some Agents may pay by check or a combination of cash and check. Alternatively, the receiver may choose both methods to receive the funds, and some money transfers may be deposited to accounts.
All cash payments are subject to availability. In addition, receivers must display their personal identification documents and provide the full transaction information required by Western Union, including the names of the Sender and Receiver, the country of origin, the corresponding amount, the money transfer control number (MTCN) and any other requirements that may apply. Cash transfers will be paid to persons deemed by Agents to be entitled to receive the transaction upon presentation of their personal identification documents, following Western Union’s KYC (Know Your Customer) policies. Such payment can be made even if the form completed by the Receiver contains errors. Neither Western Union nor its Agents will compare the “To Send Money” form against the “To Receive Money” form to verify the address provided for the Receiver. In some destinations, the Receiver may be asked to provide identification, the answer to a Test Question or both to receive funds in cash. Test Questions are not an additional security feature and cannot be used to put back or delay payment of a transaction. They are prohibited in certain countries.
Applicable law prohibits money transmitters from commercial operations with certain individuals and countries. Western Union is required to monitor and screen all transactions against a list of names provided by the governments of the countries in which we operate, including the Office of Foreign Assets Control (OFAC) of the US Department of the Treasury and the European Union. If a potential match is identified, Western Union investigates the transaction to determine whether the matched name is the individual on the relevant list. Customers are sometimes asked to provide an additional form of identification or information, which may delay transactions. This is a legal requirement for all transactions processed by Western Union (including transfers that originate and terminate outside of the US).
TRANSFER SERVICE FEE — Written information explaining how Western Union charges the Sender for making the money transfer will be displayed prominently at the Agent location or presented to the Sender prior to completion of the payment order. Unless applicable law in the destination country states otherwise, the Sender will pay all fees for the money transfer service. In certain cases, money transfer payments may be subject to local taxes and service charges.
FOREIGN EXCHANGE — Transfer Services are sent to the named Receiver in national currency and, if permitted by law, will be paid in United States Dollars according to currency availability. Money transfer payments will usually be made in the currency of the destination country (in some countries payment is only available in US dollars or an alternative currency). In addition to the transfer service fee applicable to each transaction, if the currency that the Sender presents to the Agent differs from the currency to be received by the Receiver, the currency will be converted at Western Union’s then current rate of exchange. The currency will be converted at the time of transfer and the Receiver will receive the amount in the foreign currency indicated on the transaction receipt. In some countries, local regulations require that the currency be converted when the Receiver is paid, in which case the exchange rate and any amount indicated on the transaction receipt will be subject to exchange rate fluctuations between the transfer time and the time the Receiver collects the funds. Western Union calculates exchange rates based on commercially available interbank rates plus a margin. Most exchange rates are adjusted several times a day in line with the relevant exchange rates at the close of international financial markets. The exchange rate applied may be less favorable than some publicly reported commercial exchange rates used in transactions between banks and other financial institutions. Any difference between the exchange rate offered to customers and the exchange rate received by Western Union will be assumed by Western Union (and, in some instances, its Agents), in addition to the transfer service fee. Additional information about exchange rates for specific destinations can be obtained by calling the number below or by visiting www.accivalores.com/western_union
Sending and receiving in countries that provide payments in multiple currencies: Senders must select the payment currency at the time they send the transaction. The transfer service fee and any charges made by Western Union (or its Agents, cell phone carriers or account providers) when converting funds into a foreign currency may vary according to the selected payment currency. In some countries it is possible to opt to receive funds in a currency different from that selected by the Sender. Western Union (or its Agents, cell phone carriers or account providers) may charge additional fees when converting your funds to the currency selected by the Receiver.
SPECIAL SERVICES
The TELEPHONE NOTIFICATION service is available in several countries—for an additional fee—to notify the Receiver that the money transfer is available for collection. SUPPLEMENTAL MESSAGES may also be included for an additional fee with money transfers sent to most countries.
SMS — Subject to availability. Western Union offers the free SMS Notification service in some countries to indicate that the transaction has been collected by the Receiver (for the Sender) or that funds are available for collection (for the Receiver). Charges applied by the service provider are the exclusive responsibility of the Sender or Receiver. If permitted by applicable law, the text message will be sent to the cell phone number of the Sender and/or Receiver provided on this form. Western Union will send the text messages to a third-party platform for subsequent delivery. Western Union will not be held responsible for undelivered text messages or any technical malfunctions that occur outside of its proprietary systems.
ACCOUNT BASED TRANSFERS — MOBILE MONEY TRANSFER (MMT) Subject to availability. The Receiver may incur additional fees for receiving funds from the Sender via a cell phone, bank account or other type of account. Transfers must be sent to an account in the local currency; otherwise, the receiving institution may convert funds at its own exchange rate or reject the transaction. The contract between the Receiver and that individual’s cell phone carrier, electronic wallet (mWallet) provider, bank or other account provider will govern the account and determine all rights, obligations, fees, the availability of funds and account limitations. If there is any inconsistency between the account number (including cell phone numbers for mobile accounts) and the Receiver’s name, the transfer will be credited to the account number provided by the Sender. Western Union may earn money from fees associated with use of an account. Western Union accepts no liability to the Sender or any account holder for any fee, exchange rates used for conversion to a non-local currency, acts or omissions of any intermediary or destination financial service providers.
REFUNDS – Western Union will reimburse the principal amount of a money transfer (at the applicable exchange rate described in this document and in effect at the time of the refund) upon written request from the Sender if the payment has not been made or credited to the Receiver within 45 days. Refunds on transfer service fees are made upon written request from the Sender if the transfer is not available to the Receiver within the specified time limit for the selected service, subject to business hours and the availability of funds at the selected payment location and other conditions, including, without limitation, conditions beyond the control of Western Union or its Agents, such as inclement weather or telecommunications failure. Transfer service fees will not be refunded if the transfer is stopped at the Sender’s request. Payment of some money transfers may be delayed as a result of the application of United States laws or other applicable legislation. By law, Western Union may deduct an administrative charge from money transfers that are not collected within a period of one year from the send date.
RESPONSIBILITY — THE AGENT IS RESPONSIBLE TO THE CUSTOMER AND THE AUTHORITIES FOR DELIVERY OF SERVICES PAID FOR THROUGH A MONEY TRANSFER FROM WESTERN UNION. SUBJECT TO THESE TERMS AND CONDITIONS, THE SENDER’S TRANSACTION DATA IS CONFIDENTIAL AND SHOULD NOT BE SHARED WITH ANY PERSON OTHER THAN THE RECEIVER. SENDERS ARE WARNED AGAINST SENDING MONEY TO ANY PERSON THEY DO NOT KNOW. WESTERN UNION DOES NOT GUARANTEE THE DELIVERY OR SUITABILITY OF ANY PRODUCT OR SERVICE PAID FOR THROUGH A WESTERN UNION MONEY TRANSFER. WESTERN UNION IS ONLY LIABLE FOR DIRECT DAMAGES CAUSED BY THE NEGLIGENCE OF ITS AGENTS OR ITS EMPLOYEES, EXCLUING INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES. WESTERN UNION’S RESPONSIBILITY SHALL CEASE IN EVENTS IN WHICH THE DAMAGE HAS BEEN CAUSED BY FAILURES ATTRIBUTABLE TO THE AGENT’S USER.
When an Agent accepts a check, credit card or debit card or other non-cash form of payment, neither Western Union nor the Agent assumes any obligation to process or pay the money transfer if the form of payment is noncollectable, nor do they accept any liability for the damages resulting from the nonpayment of the money transfer for this reason. Western Union reserves the right to change these terms and conditions or the offered service by giving prior notice to the public through its communication channels. Western Union and its Agents may refuse to provide services any person who does not comply with the safety conditions established by Western Union and/or its Agents.
DATA PROTECTION. Your personal information (“Information”) is processed by Acciones & Valores S.A. as an agent of Western Union in accordance with the applicable statuary laws in the Republic of Colombia including the Habeas Data Right (Law 1581 of 2012), regulated by decree 1377 of 2013, in the Colombian Privacy Act or Habeas Data Act (Law 1266 of 2008) and in the other provisions that may modify or replace them; which, in order to provide this service, must share it with Western Union (see the additional information at the beginning of this document). Western Union and Acciones & Valores will use the information provided in the transfer of money or payment service instruction, along with information automatically captured from the product’s CUSTOMER hardware and software, including IP address, domain name, access times and activity on the Website, if this information is known and accepted, to guarantee the operation of the service, to ensure its quality and to provide general statistics on the use of the Website, as well as other personal data obtained or generated during the course of your Western Union relationship, emerging from transaction information and loyalty program, transaction history and marketing preferences, for the purpose of providing requested services including: administration, customer service, payment confirmation, user validation, fraud prevention, product development/commercial development. Your Information may also be used in connection with other Western Union services, products, commercial communications, convenience and/or reward programs that you have signed up for, or those of its affiliates, including email communications. If you choose to provide your landline phone number, cell phone number, and/or email address, you also give your express consent to receiving such commercial communications and/or notifications regarding transfer collection via the indicated channel (phone/SMS/email/MMS), and you agree that any charges imposed by the relevant service providers will be borne exclusively by you. If you do not wish to receive marketing communications, please contact Western Union as indicated below.
You consent to Western Union transferring your Information to its affiliates in countries other than the country where the information was originally gathered or created, including its affiliates located in the United States. The Information will be used for the purposes stated herein. Western Union and its affiliates around the world may disclose your Information if so required by (i) national or foreign legislation or within the framework of a local or international judicial process; (ii) public authorities or other government authorities (including those in this country, those of the United States, or any other location), and receivers, may disclose Information for the purposes of detecting, investigating, prosecuting and preventing crimes, including money laundering offenses and any other related criminal activities, and for other related purposes. Western Union will store and retain the Information provided by the Sender concerning third parties, including the details of the money transfer or payment service recipient (“Third-Party Information”) in order to complete the transaction. The provision of your Information and that of the third party is voluntary but necessary (subject to the provisions set out in this paragraph) to perform the transaction. Without the relevant Information and Third-Party Information, Western Union cannot execute the money transfer or payment service, or provide convenience services or other requested services..
During the application and processing of this service, you consent to Western Union disclosing or transferring your Information and that of the third party to other persons located in countries, such as the United States of America, with whom we hold a contractual relationship that protects Information and Third-Party Information to the extent reasonably required for the purposes indicated in these Terms and Conditions, and to perform the money transfer, provide the payment service and facilitate future transactions, as well as for verification purposes, to help Western Union to understand and improve the products and services offered, or to supplement its Information with data from publicly available sources.
Western Union retains Information, marketing preferences and the transaction history of the Sender based on our record retention programs and for no longer than required for the purposes for which the data has been obtained, and in compliance with applicable laws. If the Sender does not make another transaction within the established retention period, the Sender’s Information, as well as marketing preferences, will be deleted.
You have the right to access and request a copy of your Information, for which Western Union reserves the right to charge a small sum as permitted by applicable law. You may also correct, erase or block Information that is incomplete, inaccurate or out of date. You may also correct, erase or block information that is incomplete, inaccurate or out-of-date and you may, at any time, revoke your authorization forits processing, provided that such information is not necessary for the fulfillment of a legal or contractual obligation. Similarly, you may access your proof of authorization and file any complaints that you consider pertinent to the Superintendence of Industry and Commerce as the personal data protection authority, where there is an infringement of applicable law on this matter. Finally, you provide your express consent for your information to be processed in accordance with the terms set forth in the Personal Data Processing Policy, which you can access through this website https://accivalores.com/sobre-nosotros-para-personas-y-familias/informacion-financiera-y-regulatoria or by requesting a copy via email servicioalclientewu@accivalores.com. You may also object on legitimate grounds relating to your particular situation to the processing of your information, when such processing is not required, and may at any time revoke your authorization for processing, provided that such information is not necessary for the fulfillment of a legal or contractual obligation. Similarly, you may access your proof of authorization and file any complaints that you consider pertinent to the Superintendence of Industry and Commerce as the personal data protection authority, where there is an infringement of applicable law on this matter. Finally, you provide your express consent for the processing of your information to be carried out in accordance with the terms set forth in the Personal Data Processing Policy, accessible at the following website https://accivalores.com/sobre-nosotros-para-personas-y-familias/informacion-financiera-y-regulatoria or by requesting a copy via email servicioalclientewu@accivalores.com. You may also object at any time and on legitimate grounds related to your particular situation to the processing of your Information, when such processing is not required to complete the service, by law or according to regulations. If you wish to exercise these rights or no longer wish to receive commercial communications from Western Union, please contact Western Union during its regular business hours using the number listed below.
CUSTOMER SERVICE. If you are not satisfied with the service, please contact the telephone number listed below. A representative will investigate your claim as soon as possible.
AGENT INFORMATION
Opening Hours:
Monday–Saturday: 6:30 am to 8:30 pm.
Sunday 8:00 am to 6:30 pm
Contact:
National Line +(01) 8000 111700
Bogotá +(57) 6 0 1 – 514 33 43
WhatsApp: +57 311 218 22 55
Email: servicioalclientewu@accivalores.com
The Western Union® Money TransferSM service is provided by Western Union Financial Services, Inc., a company based in the United States (for money transfers from the United States of America, Canada and Mexico, and commercial services), and Western Union International Limited, a company based in Ireland (for all other transactions), via a network of authorized Agents and representatives.
Copyright 2018 WESTERN UNION HOLDINGS, INC. All Rights Reserved.
Western Union Contact Information: +1-720-332-1000