Discount Computer Center

Initial Business Response /* (1000, 5, 2015/04/28) */
Our apologies for any misunderstandingHowever, Xoom did not initiate the second transactionThat was submitted by you via the Xoom appIt appears that you utilized our Quick Send feature to send a follow up transaction to the same recipient
We are sorry but we were not able to recall the funds once they were deposited into the recipient's accountYou could ask the recipient to send the money back to youXoom will gladly review any fees associated with that transfer

Initial Business Response /* (1000, 5, 2016/01/26) */
Xoom. com is in no way related to the service mentioned. Please know there is a energy services company that operates in TX also named Xoom. If you'd like to discuss the matter further or you believe that the likely authorization charge was from...

Xoom.com and related to money services that you did not initiate, please contact us 24/7 at 877-815-1531.

Initial Business Response /* (1000, 5, 2015/09/02) */
We apologize for any inconvenience. There was a technical issue that caused the transaction to be cancelled. You were not charged for this transaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/11) */
We apologize for this experience. As we mentioned there was a technical issue that caused a delay in sending your transaction to Pakistan. Your refund was successfully processed and should have been credited to you account as of this time....


Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent me money back

Ms. [redacted], We're very sorry for any inconvenience. You submitted your transaction on September 12, 2017. The transaction delay you mention is due to payment processing. Payments from a bank account can take up to four business days before Xoom receives the funds. We're usually able to payout...

on our customer's behalf ahead of receiving payment, but at times for security reasons we must wait for payment to be received. You opted to cancel the transaction on September 13, 2017 and your refund is in process. We'll have a member of our team reach out to you to discuss the transaction and see how we can help avoid issues like this in the future.

Initial Business Response /* (1000, 5, 2015/10/05) */
We're sorry for the inconvenience. However, our advertising is correct. You can send up to $2,999 to the Dominican Republic for $4.99, however that rate is for payout in pesos. The fee is made completely visible throughout the send process. But,...

we want to make our new customers happy, so we've refunded the difference as a courtesy.

Initial Business Response /* (1000, 5, 2015/11/24) */
Mr. [redacted],
Xoom takes fraud very seriously and we are sorry to hear that your financial information was stolen. We have reached out to you to attempt to resolve the issue. We have sent you an affidavit that allows us to begin our...

investigation into the matter but we have not received the completed affidavit as of this time. We of course want to assist you in this matter. We encourage you to return the completed affidavit so that we can continue our investigation.

Initial Business Response /* (1000, 5, 2015/07/08) */
We apologize for the inconvenience. The transaction was cancelled for verification and compliance reasons. As to the payment you're referencing, that is actually an authorization hold which we voided. No funds were actually collected by Xoom,...

however an authorization may still be shown by your bank as a charge. Authorization holds are usually dropped by banks within a couple of business days after payment is not made, and then the funds become available again.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ideally in such situations when xoom.com has to verify the person due to compliance reasons then till than xoom.com shall not process the funds out of their clients account. but if still their is a need to verify then xoom.com shall process only $1 to ensure client provided valid details. and then take a decission to debit the customer mentioned amount.
Final Business Response /* (4000, 9, 2015/07/14) */
Thank you for the feedback. The $1 authorization you refer to only establishes whether the account is active. A pre-authorization prior to settlement for the total amount is common banking practice for debit and credit cards. It is the delay in settlement that shows that we did in fact wait to ensure that the transaction was valid.

Initial Business Response /* (1000, 7, 2015/09/21) */
Thank you for your feedback. We certainly understand your position. Please know that sometimes we must wait for full payment before we can complete a transaction. We realize that sometimes issues with payment can occur, however those issues once...

resolved may affect our ability to payout prior to receiving full payment. The return to a more typical experience may come with a re-establishment of timely payment.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xoom advertises an immediate transfer of funds, not a delay of four days. The majority, of all payments are made in a timely manner, but things like weekends, holidays and other circumstances can cause delays.
Further Xoom has failed to address the problem of not abiding by US law when a customer calls and asks to speak to a native english speaker and is told there is not one. Or when talking to one department, and asking to speak to a supervisor there is transferred to a different department. Xoom shows an address in San Francisco as company headquarters. When a customer asks to speak to a native english speaker and is told there is none, dissatisfaction grows.
Xoom has failed to live up to their advertised promise of an immediate transfer of funds. They have also failed to abide by US law, and have provided a substandard customer service experience.
Xoom has recieved all payments, even though a few times it was delayed due to holidays, or funds being held by the bank, or in the last case, being hospitalized after the transaction was started and being unable to transfer funds from one account to another.
Final Business Response /* (4000, 11, 2015/10/01) */
Mr. [redacted],
Once again we do apologize for any inconvenience. However, as we mentioned our advertising is factual, but at times full payment must be received prior to payout to your recipient. Your recent Xoom transaction was completed almost instantly.
Xoom is headquartered in San Francisco. Our customer service phone representatives are located abroad. Our representatives are fully fluent in English. As such there is English language support available 24/7 for our customers.
Xoom abides by all U.S. laws and regulations. Though there is no such law that guarantees access to a U.S. based support representative, our Headquarters staff will always gladly help resolve customer issues either by phone or email. On 9/28/2015 we contacted you by phone from Headquarters but you were unavailable to discuss the matter. We emailed you a direct contact number as well and have not heard back from you. Again, we're happy to discuss your issue with you and we certainly want to resolve any issues you may have so you can continue using Xoom with satisfaction.

Initial Business Response /* (1000, 5, 2015/08/19) */
Mr. [redacted],
We appreciate your patience as we investigated your case. We have moved forward with a full refund. We apologize for this experience.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/15) */
Thank you for the follow up. Our fraud investigator you've had prior contact with will contact you to help resolve the issue. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
My credit union where my account was compromised by Xoom.com informed me that a partial credit had been applied to my acct. on June 17th, 2015.
The outstanding balance of $561.95 remains to be credited.
I have not been contacted in any way by Xoom.com.
Fraudulent withdrawls by Xoom.com began in March of 2014, with smaller charges of less than $100 and ramped up to April 27, 2015 of $1,799.97., resulting in 3 transactions in one day, thus overdrawing my account with penalties imposedover draft fee's etc.
Xoom.com is nefarious in their pursuit of avoiding financial liability to those who have been defrauded through no fault of their own.
I have been repeatedly lied to by the rep handling my case.
Their call center in India is an abomination when it comes to basic english language communication.
Final Business Response /* (4000, 9, 2015/07/02) */
Mr. [redacted],
We apologize for any miscommunication. The remaining total has been issued to you as a check which is in process and will be sent to you as quickly as possible. We've just had our fraud specialist who is handling your case contact you today to further explain the process. Once again, Xoom seeks to resolve your case and make you whole in it's efforts to combat fraud.

Initial Business Response /* (1000, 5, 2015/09/18) */
Mr. [redacted],
We are glad that we were able to help resolve this issue and we apologize for any inconvenience.

Initial Business Response /* (1000, 5, 2015/08/10) */
Mr. [redacted]
Please note the following from the Xoom Privacy Policy:
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 agreements. Xoom 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-service. We will continue to retain your account information after your account is cancelled as required under applicable law, regulations, and rules.
Additionally, please note the following from the Xoom user agreement:
General. We may, at any time and in our sole discretion, refuse any Transaction or limit the amount to be transferred, either on a per Transaction basis or on an aggregated basis without prior notice. Any such limits may be imposed on individual accounts or on related accounts or households, in Xoom's sole discretion. We reserve the right at any time, and from time to time, to modify or discontinue the Service (or any part thereof) with or without notice.
Again, we are sorry that we were not able to complete your transaction.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE cite the applicable law that allows you to do this? All your agents only regurgitate such statement this is the same thing I was told on the phone. We did not transact anything as after you got a copy of my passport, credit card and license you still did not allow me to send a measly $100 dollars in order to qualify to get a $25 gift card. That being said you only deceived me and now are taking possession of my identity and documents. I need these documents to be deleted from your servers anywhere! Please CITE which APPLICABLE law allows you to deny my right to want my sensitive information to be deleted, you do not own me nor my identity, specially after you deceitfully marketed to me and are holding my information hostage. At this point I don't want any transaction completed nor do I want to do any business with you. Give me my information back! CITE ANY AND ALL APPLICABLE UNITED STATES LAWS that allow you to do this. This is a SCAM for possible mining of personal information that could include identity theft. You have my passport [redacted] my state ID and my credit card information. GIVE IT BACK by DELETING everything and not keep it, I do NOT give you permission and your Privacy Policy does not apply in this case of deceptive practices by your company.
Final Business Response /* (4000, 9, 2015/08/17) */
We thank you for your feedback. Again, our Privacy Policy and User Agreement remain in effect.

Initial Business Response /* (1000, 5, 2015/08/05) */
Mr. [redacted]
We are sorry for any inconvenience. After reviewing your case it seems as if there is some confusion as to how ACH (eCheck) payment processing works. When you submitted the request for transaction XXXXXXXXXXXXXXXX on August 2,...

2015, you did in fact authorize us to collect payment for that transaction. The request for payment was submitted to your bank right away. For ACH payments it can take your bank up to two business days before your bank processes the request and debits your account. Please note that ACH payments are not proprietary to Xoom. ACH is a widely used form of electronic payment and it's processing time frames are standard. As to the time frame you describe, a week is not accurate and not what our agents explained. We explained that it can take up to 4 business days before Xoom receives your payment, even though your account has been debited. The 4 business days is the maximum amount of time it can take, and it very well could be less. On August 3, 2015 you chose to cancel the transaction, and we complied with that request. We also made you aware of the refund timing for ACH payments. We explained that once your funds were received they would then be able to be refunded back to you. We further explained that it can take up to 4 additional business days before your funds are available in your account. Once again, this is ACH payment processing and not Xoom's process. Regardless of the cancellation, you initially authorized us to collect payment for the transaction. As was explained to you by representatives and supervisors the refund is in process and you will receive your money within standard ACH time frames. Once again, we apologize for any confusion and we're reviewing the calls you made to Xoom to see if there were opportunities to better explain how bank account funded payment processing works regarding refund timing expectations.

Ms. Mathews,
We're sorry to hear that your recipient is reporting that the funds were not received. However, we have confirmation from our partner in India that the funds were successfully deposited on December 29, 2017. We do appreciate you sending copies of the recipient's bank statement, however...

the bank statements only go up to December 3, 2017 and the transaction was from December 29, 2017. If your recipient is continuing to claim that funds were not deposited, we would ask for a statement from December 29, 2017 onward.

Initial Business Response /* (1000, 7, 2015/09/14) */
One of our fraud investigators is attempting to contact the complainant. Please contact us directly at XXX-XXX-XXXX to report the claim to our fraud team so that we can initiate our fraud investigation.
Initial Consumer Rebuttal /* (3000,...

9, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xoom did call me once and left a message with a phone number, but I could never reach a human on the phone there.
Any company that allows a credit card to be charged to wire money internationally should have strong identity verification. Xoom's lax policies are what help allow hackers and thieves to use people's credit cards illegally. What do they care? They keep a percentage.
Final Business Response /* (4000, 11, 2015/09/28) */
We can assure you that Xoom is vigilant in the fight against fraud. We'll have one of fraud investigators try contacting you again.

Initial Business Response /* (1000, 5, 2015/12/28) */
We appreciate your concern. In cases where incorrect account information has been submitted, it can take some time to obtain a reversal. We are currently working with our partner on this and we will continue to do so until the issue has been...

resolved to your satisfaction.

Initial Business Response /* (1000, 5, 2015/04/17) */
Mr. [redacted],
As we've stated previously, the funds from your transaction ending in 6317 were handed over successfully to Bank of Montreal. Since 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 accepted. All 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 transactions. On April 16, 2015 your transaction ending in 6317 was rejected and returned to us without specific details beyond an issue with the recipient account information provided. For example, if your recipient has a multi-currency account, the transaction will be rejected. Often the type of account your recipient has will determine whether it can accept such transactions. When handing funds over to a recipient's bank Xoom has no knowledge of the type of account or account status of the recipient. The reason for the delay in cases of rejection depends entirely on the process of the individual bank in handling such issues. Funds that cannot be applied will be sent to a suspense account for further processing and return. Although 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 well. As to the 1-4 day refund processing, that is standard a standard ACH process. Please know that ACH processing is not proprietary to Xoom and is a widely used payment processing method. As stated your full refund for both transactions were initiated on 4/16/15 and you will receive them shortly. As 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.

We apologize for any inconvenience. We are working to resolve the issue with our partner in Vietnam. The completed status is most likely a mistake made by a teller at the branch, which we will resolve. Your money is not lost, and we will ensure that your recipient receives the funds or your money...

will be refunded to you.

Initial Business Response /* (1000, 5, 2015/04/27) */
We apologize for any inconvenience. We have since confirmed that the transaction was successfully picked up by your recipient. We appreciate your confirmation of that as well.