Discount Computer Center

Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ We appreciate your concernHowever, Xoom does not earn interest on our customer's fundsThat is simply not trueRegarding your transaction, you sent an amount that was above the $14,Mexican pesos pay out limit that we do make very clear on our site for the particular location you choseWe apologize for any inconvenience or misunderstanding about pay out limitsAs to the refund timing, that is standard for ACH (bank account funded)paymentsThe 1-business day timing is not set by Xoom, but rather is a part of ACH processing

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ We apologize for the delayThere has been a technical issue that we're working to resolveWe'll reach out to you so that we can resolve the issue for youWe thank you for your patience

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ We thank you for reaching out to usAfter investigating, we've discovered that there was a system issue on our Colombian payment partner's endThis caused your recipient to not be able to claim the funds, as you mentionedThe issue also caused the transaction to be incorrectly shown as completeWe have successfully cancelled and refunded your transactionWe apologize for the inconvenience caused by this technical issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted consumer banking fraud an office of the Federal government and as soon as they questioned Xoom the recipient was immediately paid, There was no computer errorI will not use Xoom again and would not advise anyone else to use this servicePlease Close The File? Final Business Response / [redacted] (4000, 9, 2015/12/03) */ We thank you for your feedback, however it was for the record a technical issue and we appreciate it being brought to our attention

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Mr [redacted] , We appreciate you bringing this to our attention and for the feedbackWe apologize for the way in which your case was handledAlthough as I'm sure you can understand we have to enforce certain compliance regulations, such as the limit that required an IDWe also do have a policy which prevents us from accepting commercial transactions, but clearly this was not the case and your transaction should have been processedWe're going to work with the representatives involved in your case and ensure that this does not happen againAs of now your account is free to use and sending to your friend would not be an issue

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ Mr [redacted] , We do in fact offer "instant" service and "four hour" service to IndiaThat is completely true and factualThis is a very important part of our serviceIn your case, it was a payment related delay, and not a Xoom delayPlease note the following as it realtes to ACH (bank account funded) transactionsPayments made with a bank account take 1-business days to process as part of bank processing, even though the funds have already been withdrawn from your accountIn most cases, we make the transaction available to your recipient before payment processing completes as a benefit to our customersSometimes we're not able to do this for a number of reasons such as a prior payment issue, changes in sending frequency or send amount or concerns with general fraud in a particular regionWe take these steps to ensure your account is safe and that fraud is not occurringAgain, I apologize for the difference in experiences and greatly appreciate your feedback

Initial Business Response / [redacted] (1000, 5, 2015/10/19) */ Mr***, Your refund is currently in processYou can expect your refund within a couple business daysOur decision to close your account stands as per guidelines set in the Xoom User Agreement

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Mr***, As we've stated previously, the funds from your transaction ending in were handed over successfully to Bank of MontrealSince Xoom is a third party, neither Xoom nor it's partner World Pay receives an update on the final status of the deposit, only that the funds were acceptedAll transactions are processed electronically, and there is no human interaction involved, and certainly not on the part of front-line tellers at Wells or BMO, who may have provided you inaccurate information concerning such transactionsOn April 16, your transaction ending in was rejected and returned to us without specific details beyond an issue with the recipient account information providedFor example, if your recipient has a multi-currency account, the transaction will be rejectedOften the type of account your recipient has will determine whether it can accept such transactionsWhen handing funds over to a recipient's bank Xoom has no knowledge of the type of account or account status of the recipientThe reason for the delay in cases of rejection depends entirely on the process of the individual bank in handling such issuesFunds that cannot be applied will be sent to a suspense account for further processing and returnAlthough normally we must wait for funds to be returned before we can initiate a refund and BMO has not yet returned the funds to us from the your transaction ending in 5400, we decided as a courtesy to initiate the refund for that transaction as wellAs to the 1-day refund processing, that is standard a standard ACH processPlease know that ACH processing is not proprietary to Xoom and is a widely used payment processing methodAs stated your full refund for both transactions were initiated on 4/16/and you will receive them shortlyAs to your request for interest and fees, we do apologize but there was no error on the part of Xoom and we will not be able to fulfill those requests

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ We sincerely apologize for the delayYES Bank is very much a direct Xoom partnerOur representatives were correct in stating soThe issue was technical in nature and we provided as much detail as possible at the time, though we agree it was not enoughHowever, your transaction has been successfully refunded and we apologize for the experience

MsMathews, We're sorry to hear that your recipient is reporting that the funds were not receivedHowever, we have confirmation from our partner in India that the funds were successfully deposited on December 29, We do appreciate you sending copies of the recipient's bank statement, however the bank statements only go up to December 3, and the transaction was from December 29, If your recipient is continuing to claim that funds were not deposited, we would ask for a statement from December 29, onward

Mr***, We apologize for the experienceXoom does at times require additional information in order to help us with verify customer information, for both compliance reasons and for the security of our customer's accountsYou did supply the requested documents and your transaction was
initially cancelled, that decision has since been reviewed and overturnedYour account is in good standing and we apologize for the inconvenience

Initial Business Response /* (1000, 5, 2015/12/01) */
Thank you for your feedbackJust for clarification, your transfer via Xoom is not a wire transferPayments made using a bank account are via ACH, which is much the same as a handwritten check in that it takes a few days to clear before Xoom
receives paymentIt's true that your account would be debited, but as we state it can take up to four business days for Xoom to receive your moneyAs soon as payment is received we can process your transactionThe notion that Xoom is collecting interest or profiting from withheld funds is completely as Xoom does not hold fundsWe apologize if there was any misunderstanding, however no Xoom representative would or has said that Xoom holds customer fundsOur representatives explain that payments made via ACH can take up to four business days before Xoom receives paymentHowever, Xoom realizes that waiting for funds to clear, can be inconvenientSo, for most every transaction, Xoom actually pays out on our customer's behalf in advance of receiving paymentSometimes, for risk related reasons, we must wait for payment to be received prior to completing the transactionAgain, we apologize for any inconvenience however the issue is with payment processing and not a Xoom policy to hold funds for a number of days, which does not exist

Initial Business Response /* (1000, 5, 2015/06/15) */
Mr***,
We're sorry to hear that someone stole your credit card informationWe certainly want to help resolve the issueYou can contact us directly at XXX-XXX-XXXX and we'll get you to our fraud investigation team and help you further
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Waiting to see what their fraud deptfinds outThey said they would let me know in five business days
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xoom said they would send a refund and still haven't received anything
Final Business Response /* (4000, 15, 2015/07/15) */
Mr***,
The fraud investigator, *** has attempted to contact you at XXX-XXX-XXXX but was unable to reach youHe left a detailed message for you

Complaint:***I am rejecting this response because: I have been calling this company everyday and every time I get the same answer "we are trying to contact our partner in Viet Nam"It has been days since the day I sent the moneyThe bank is now telling my receiver that I would have to change the name from Hanh Do to Hanh Thi Do before they will release the moneyIf your company can not make this change, I need to get my money back ASAP so I can resend the money to herI don't understand why I have to wait so long before the money gets credited back to me if the bank in Viet Nam refused to release the money.Sincerely,Quynh***

Initial Business Response /* (1000, 5, 2015/06/15) */
We appreciate your feedbackWe would be happy to discuss alternate means of submission with you
Initial Consumer Rebuttal /* (2000, 7, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this
response, but it should have came sooner without the need to submit a complaintHopefully Xoom customer service representatives will take customer privacy serious in future transactions instead of implementing policies which increase the risk of identity theftI am willing to discuss alternate means of secure transmission, which is what I wanted to do in the beginning of the verification process

Initial Business Response /* (1000, 5, 2015/08/28) */
We thank you for your feedback and assure you that Xoom follows strict guidelines and standards as per federal and state laws and regulations when it comes to the handling of sensitive customer informationPlease note the following section of
the Xoom privacy policy for more information:
We will retain your account information, including but not limited to your payment source information and Personal Information about you, your Recipient, or your Beneficiary, as needed to provide you Service, as required by applicable law, to resolve disputes and to enforce our agreementsXoom abides by strict security standards, but if you wish to cancel your account and stop using Xoom's Service, contact us at https://www.xoom.com/contact-xoom-customer-serviceWe will continue to retain your account information after your account is cancelled as required under applicable law, regulations, and rules

Initial Business Response /* (1000, 5, 2015/04/08) */
We thank you for the detailed faxed informationWe do show that the refund was successfully executed on March 1, We have emailed you the transaction reference ID which your bank can use to track down and apply the credit to your account
We've also offered to participate in a conference call with your bank to assist them in tracing the refund and crediting your account
Final Business Response /* (4000, 8, 2015/04/16) */
In our last email to you on April 9, which you have not responded to, we provided instructions on how to escalate the matter to your bank managerAs previously stated we would be happy to work with your bank manager to assist in tracing the creditAs of this time we have not received contact information for your bank manager, nor have we received any follow up based on that escalationAgain, we are very willing to assist you in this matter

Initial Business Response /* (1000, 5, 2015/10/13) */
We regret that a technical issue delayed your transaction until nowHowever, we have received word from YES Bank that although the issue was resolved your transaction was not able to be processed and was rejectedWe have initiated a refund
We apologize for the experience and the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got the refund, it would have been nice if they refund it when I ask first timeDragging it for more than days does not look good

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for your feedback, and sorry to hear about the cash advance feesHowever, Xoom does make this clear to our customers during the check out process, including adding a cardThe wording is also accurate as a cash advance fee "may" be
charged by a customer's bank or credit card issuer, but it is not guaranteed and nor can Xoom predict if a cash advance fee will be leviedAgain, we thank you for your feedback
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your website is misleading customersYou need to be clear about the fees that will be charged, not vague
Final Business Response /* (4000, 9, 2016/01/12) */
Again, we thank you for your commentsHowever, the messaging on our site is appropriate as we cannot confirm or predict whether or not a customer will be charged a fee

Initial Business Response /* (1000, 5, 2015/05/12) */
Unfortunately, we experienced a technical issue which required us to cancel the transactionThe cancellation occurred within the same day, an email notification was sent, and Xoom immediately processed a refund to the payment card used to fund
the transactionPlease note that the financial institution that issued the card controls the refund timing, which is typically 2-business daysWe apologize for any inconvenience and have sent a $Walmart eGift Reward to the email address on file at this time
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They should resubmit the transfer inmediately again, once the has their difficulties, but they were willing to do the transfer again only if I withdraw more money from my account again, I do no want any walmart card, I do not need it, however they advertising is misleading, they need to change they advertising so other customers are aware that they have technical dificulties and customers should monitor their money closely
Thanks
Final Business Response /* (4000, 9, 2015/05/18) */
Again, we do apologize for any inconvenienceHowever, issues of a technical nature can occur that may affect our ability to process a transactionThese issues are certainly not foreseen and seldom occurWhen an issue of this nature arises we respond as quickly as possible to resolve it
Final Consumer Response /* (4200, 11, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If your company experience dificulties during a transfer, it should be notify to the customer before hand, and not after, I sent money for the past years Via Western Union and that technicality never happened with them, your company is not telling the truth, therefore a message should be posted so that people are aware that their money might be hold and transfers can also have some technicalities and therefore might not be available and might not reach their destinationI accept your appologies however I believe your advertising is misleading and therefore should be changed and customers shouldld be aware of your company's technical problems

Initial Business Response /* (1000, 5, 2015/10/30) */
Due to a technical issue within the Indian banking system, the transaction was not completed as expected and we sincerely apologize for the delayWe are pleased to advise the funds have been deposited at this timeWe have also sent a $
electronic gift card via email to extend our apologies
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)