Legal documents

If you do not hold any payment account in Italy that gives access to the services included in the Basic Account, pursuant to Article 126-noviesdecies of Legislative Decree No. 385/1993 (Consolidated Banking Law) and the implementing decree (Decree of the Ministry of Economy and Finance No. 70/2018), then please follow the below steps to open such Basic Account with Western Union International Bank GmbH.

1. Download the Western Union Digital Banking App and follow the instructions on screen to sign-up for an account.
2. After completing all steps in the onboarding process and passing the KYC process, you have opened a Standard Account.
3. To change this Standard Account to the Basic Account, you can either open the App and go to Profile/Legal/Terms & Conditions/Basic Account or you click this link: Download the Basic Account Declaration
4. Please download the Declaration, fill it out, sign it and submit it to the Customer Service in the App under Profile/Need help?/New support request.
5. Western Union will then review the declaration and confirm to you if your account is switched to a Basic Account.
6. Please note that you need to certify once a year that you are still eligible for a Basic Account. If we do not receive the annual declaration by 31 March of the then-current year, we will switch your Basic Account back to a Standard Account.

The Services included in the Basic Account offering can be found in the Fee Information Document for the Basic Account as well as the Basic Account Price list. If the account holder carries out additional or more operations than those included in the fee, he will be charged the economic conditions laid down for each of these operations, as indicated in the Basic Account price list.

Pricing Information Document
Fee Information Document
Information Sheet for Basic Accounts

Please see attached the relevant forms with information on the Banking & Financial Ombudsman (“ABF”) in Italy as well as the relevant complaints form. If you would like to file a complaint with Western Union, contact Customer Service in the App under Profile/Need help?/Chat now or send an email to our certified email: wuibank@legalmail.it

Complaint Form

ABF Portal user guide

ABF in Simple Terms