Clear Xchange

We have forwarded this complaint to Fifth Third Bank to determine the cause of the identity theft For further information regarding security features on your Fifth Third online or mobile banking application we recommend that you reach out to them directly

Complaint: [redacted] I am rejecting this response because: The information used by clearXchange for so called "validation" is either outdated or does not existIt is very clear from all the reviews of clearXchange posted on Revdex.com that the information used is not reliable at allIt is most likely they are trying to reduce their customer base preceding their sale/transfer to XelleSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They have resolved the matter.Sincerely, [redacted] ***

Mr [redacted] Apologies for your trouble.clearXchange is not involved in the actual transfer of fundsAll received payments are sent via Automated Clearing House (ACH) directly from the sender’s bank to your bankAll payments to [redacted] users are sent directly from the sender’s bank to the bank and account you registered in your clearXchange profileIf the account number you provided to [redacted] is incorrect, please login to [redacted] and update your account number to ensure future payments are credited to your correct accountIf you need help updating your account number, please call us at [redacted] .Kind regards, [redacted] Support

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Prior to reporting to Revdex.com, I had already contacted clearXchange and was rudely told that "You should use alternative service"Suggesting that I should call up their rude customer service (particularly Ben, who would not give his lastname (#***) is not acceptable.Sincerely, [redacted]

Complaint: ***I am rejecting
this response because: It is the lack of security and procedures to use this app that is the issueWe have already been in close relationship with our bank manger, investigating this fraud caseThey have given us as much information as they possibly can at this time.
We are pushing our bank to eliminate your insecure and unsafe applicationThere should be a way to opt out of having this feature attached to our accounts.
We suggest you look into and improve the procedures customers can activate the appThere needs to be more safety features included.
Your response to our dispute is deflecting the problems you have, and frankly, a canned answer.
We have already filed a police report and have investigators working on our breach of personal informationNow you need to devise a plan to make it more difficult to obtain and use this app, and provide the banks with a way to let their customers opt out of ever having this app.
A criminal has stolen $9,from us through YOUR app. Sincerely,*** ***

Mr*** * ***,
We are sorry to learn you had an unsatisfactory experience with clearXchange. As indicated in our last correspondence, we confirm that you did set up a clearXchange profile, but no money was ever sent to the email address you registered with our service. There are
several reasons this could be the case: 1.) the money was sent to another email address or mobile # and therefore never reached your account; 2.) the payment was cancelled by either the sender or the sender's bank before you were able to set up your account and therefore was no longer in the system when you were activated; 3.) the funds were never sent at all. If you received a message from clearXchange indicating that money was being sent to you, the information on that message would help us understand which of these possibilities occurred. What we will need is the email address or mobile number to which the message was sent, the amount of the pending payment, the date of the notice, name of the sender, and lastly, but most important the message ID included in the notification. You may either send this to me at *** or you may call our toll free number ***Please refer to this correspondence when you call. We will research the notice and provide you with an explanation of what happened. We would also request that you reach out to the sender to determine if their records show that the money was in fact sent
*** ***
Vice President, Consumer Services

Mr*** ***:Please accept our apology for the delay in responding to your complaint to the Revdex.comWe recently found your complaint during our regular proactive review of the Revdex.com websiteWe did not receive any of the notifications the Revdex.com claims were sent and we are following up with Revdex.com to
determine why we did not receive the notificationsIn reviewing your complaint to the Revdex.com, we conducted an investigation of our records and report the following:The clearxchang*** service facilitates payments to recipient's mobile numbers and/or email addressesTo protect the security of all payments, we collect information from a variety of sources to ensure our database remains current and accurateOne data source we leverage is a service provider who aggregates mobile number status data to report any numbers that have been reported as inactiveNo reason for inactivation is available; it is active or inactiveTo protect the privacy of the mobile number owner, we are provided no additional information about why a mobile number's status changed and mobile numbers may be reported as inactive for a variety of reasons.Whenever a number is reported as inactive, we inactivate the number in our network, and we notify our participant of the action takenWe do this to ensure that no payments are sent to an incorrect recipient, because mobile numbers can quickly be recycled and reissued to someone elseIn the notification we send, we invite our participant to re-register and re-verify the mobile number if the participant still has access to the numberWe checked with our provider today and they confirm the number is currently active with AT&TPlease accept our apologies for your troubleThanks for using clearxchange.com.Kind regards,*** ***Operations and Servicing Managerclearxchang*** Support*** (toll free)*** (outside the U.S.)Hours Monday-Friday 8am-10pm EST

Your enrollment in ClearXchange even if for business purposes is as an individualThe Service Agreement which you consented to at registration states that you represent you are the owner or have the authority to act on behalf of the owner. It goes on to say that at some point determined by
clearXchange we will verify your identity. If you submit identity information for your business rather than you as an individual owner we will be unable to verify the identity and will by terms of the Service Agreement deactivate your profile at which point payments sent to you will fail and funds will be returned to the sender. Clearxchange charges no fess and the $mentioned is a payment which has now been returned to the sender. Please arrange another method to receive these funds
If you wish to reestablish your profile with individual identity information which can be verified please contact or consumer support team at 866-*** and refer to this communication
Here are the relevant excerpts from the clearxchange Service Agreement which you and all users of the service consent to at enrollment
By participating as a User, you represent to clearXchange that you are the owner, or that you have the authority to act on behalf of the owner, of the email address or mobile phone number you register as a profile ID in the Network Directory
At registration, we will collect information from you necessary to verify your identity…for purposes of compliance with applicable laws, including without limitation the USA PATRIOT Act
We also may request additional information about you from time to timeWe may cancel or suspend your registration or block a transaction if you do not provide us with this information, if we cannot verify your identity with the information you provide, or if we have concerns about fraud or security
Subject to applicable law, clearXchange may terminate or suspend this Service Agreement and your use of our Site and our Services, in whole or in part, at any time for any reason without cause and without prior notice

Initial Business Response /* (1000, 16, 2016/02/03) */
Mr***,
Please accept our apology for the delay in providing this responseWe have no record of receiving your 10/14/complaint to Revdex.com
Most importantly, the payment you mentioned should have been credited to your account within
business days of completing registration with clearxchange.comIn reviewing your clearxchange.com profile and message history, it appears that you completed your registration at clearxchange.com on 10/15/at 02:UTC (10/14/PT), and your payment was updated to "sent" status when you completed registrationThe payment to the bank and account number you provided should show in your bank account
Regarding the trouble you experienced accessing our website, we checked our logs and were unable to locate any downtime around the time of your complaint and our website availability in was greater than 99.99% Please accept our apologies for any trouble you experienced accessing our site
The clearxchange phone number listed on the Revdex.com website (XXX-XXX-XXXX) was not correctOur correct phone number is XXX-XXX-XXXXWe've been advised that Revdex.com has corrected our phone number on their websitePlease accept our apologies for reaching an incorrect phone number, as we never ask any questions about your vacation interests
Again, our apologies for the difficulty you experienced and for the delay in responding to your complaint to Revdex.comShould you have any other questions or concerns, please call us or respond to this email
Kind regards,
*** ***
Operations and Servicing Manager
clearXchange Customer Support
*** (toll free)
*** (outside the U.S.)
Hours: Monday-Friday 8am-10pm EST

Dear Ms *** We understand the frustration that you have experienced with the fraudulent activity on your accountWe have forwarded this complaint to Fifth Third Bank to determine the cause of the identity theft on your banking accountSince it does not appear that you are using the Zelle mobile application we are unable to address any security concernsFor further information regarding security features on your Fifth Third online or mobile banking application please reach out to them directly
Regards,
*** ***Tell us why here

Mr***Apologies for your troubleVerification code challenges are an important security feature designed for your protection and are triggered by a variety of conditionsWe are unable to provide additional details about our security features to protect the integrity of those features.If you
continue to experience difficulty receiving verification emails, please call us and ask to speak with a supervisor.Thanks for using ***

Dear Mr***,
As previously discussed, for security reasons we are unable to provide other consumers personal informationWe have been in contact with *** *** and can confirm that a representative from their Digital Payments area will be in touch with you to resolve your
concerns
Sincerely,
Consumer Support

We have forwarded this complaint to Fifth Third Bank to determine the cause of the identity theft.  For further information regarding security features on your Fifth Third online or mobile banking application we recommend that you reach out to them directly.

Complaint: [redacted]I am rejecting this response because: The information used by clearXchange for so called "validation" is either outdated or does not exist. It is very clear from all the reviews of clearXchange posted on Revdex.com that the information used is not reliable at all. It is most likely they are trying to reduce their customer base preceding their sale/transfer to Xelle. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  They have resolved the matter.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Unfortunately the problem the company is having has nothing to do with what they described as the validation process information.  The firm we use for Identity Verification is an industry leader for such services to internet companies and financial institutions.  As our prior message indicated, by the terms of the service we must vereify the identity of an individual (not a company) who is the owner or can act on behalf of the owner for financial matters.  If the information placed in the profile is a company name and address it will not fulfill this requirement and will fail the verification process.  We strongly suggest tha rather than additional correspondence, the company contact us at our toll free number to discuss how to properly set up their profile for continued use of our service.  Our Agents are available at 866-[redacted] seven days a week between 8:00 AM and midnight Eastern time.

Mr. [redacted]Apologies for your trouble.clearXchange is not involved in the actual transfer of funds. All received payments are sent via Automated Clearing House (ACH) directly from the sender’s bank to your bank. All payments to [redacted] users are sent directly from the sender’s bank to the...

bank and account you registered in your clearXchange profile. If the account number you provided to [redacted] is incorrect, please login to [redacted] and update your account number to ensure future payments are credited to your correct account. If you need help updating your account number, please call us at [redacted].Kind regards, [redacted] Support