In this case, you are using a non-unique lookup criteria such as phone number (together with your last name) and chances are that you have unintentionally:

• Registered more than once with the same phone.
• Provided a wrong and/or dummy phone number.
• Provided a phone number that was somebody else’s.

The best way to address this issue is by contacting Customer Care to make sure your profile is reflecting the latest information, including last name, email address and mobile phone number.

Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.