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Xoom Corporation Reviews (160)

Incomplete transaction towards remittance to Indian bank account
Hello,
Using xoom app to transfer money from Canada to India. I had send in money from Canada to India on 18th Nov 2022. The transaction is still pending. According to customer service they are having issues with their partner back for processing transactions and some 93 clients are affected. As of today 6th Dec 2022 they have no solution. I have been on a call/ hold for over 2hrs with them now. They wouldn't let me speak any of the supervisors saying they are busy with other meetings. Horrible, unacceptable and irresponsible customer service especially when you are dealing with other persons hard earned money. This app should be banned in Canada.

Initial Business Response / [redacted] (1000, 5, 2014/03/26) */ Thank you for taking the time to share your concerns We are sorry to hear that your credit card company has charged you an additional feeWhen sending a transaction using a credit card, customers are notified that the customer's credit card company may charge additional fees When choosing a payment method, there is a message to customers that states, "Your credit card company may charge additional fees." Additionally, when entering the credit card information, customers see a large text box that states: "Things to know about Credit Cards: *Pay with a bank account instead - it's safe, a better value, and usually as fast as a card *Your credit card company may charge a cash advance fee for money transfers." We also provide this information to customers in our user agreement: "Xoom is not responsible for any fees or charges that may be imposed by the financial institutions associated with your Payment InstrumentsFor example (without limitation), some credit card issuers may treat the use of your credit card to use the Service as a "cash advance" rather than a purchase transaction, and may impose additional fees and interest rates for the transactionXoom is not responsible for any non-sufficient funds charges, chargeback fees, or other similar charges that might be imposed on you by your bank, credit card issuer, or other provider." While we are sorry to hear that your credit card company charged a fee, this charge was not made by Xoom, and Xoom will not be providing a reimbursement for the feeWe appreciate your feedback and will take it into consideration when making future site improvements Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the business's response because it simply is not true that that customers are notified that the customer's credit card company may charge additional fees and that the transaction will be seen as a cash advance In order to prove this out, I returned to xoom.com a moment ago and went back to the user interface where one can fund the transaction with a credit cardYou can see what I observed here: https:// [redacted] (I have grayed out my recepient's and my personal information) Notice on the payment page, I have the option to fund with the credit cardI could have used the coupon link at the bottom to apply a coupon that would have erased the $credit card feesHowever, no where on the screen was I advised that this transaction would be seen as a cash advance and that there would be a CC fees Also notice on the final review page, there was not a single mention of what the business claims Again, I insist this is deceptive practice and that Xoom should correct it in their user interface Also, the middle ground solution here is for xoom to cancel my credit card transaction (which would refund me my fees) and fund the transaction through my bank account Final Business Response / [redacted] (4000, 10, 2014/03/28) */ Dear Mr [redacted] , Thank you again for sharing your feedbackAs previously stated, customers are notified on numerous locations across the Xoom website that using a credit card may result in additional fees from the credit card companyWe have attached several screenshots illustrating where this is visible to customers when choosing a payment source, entering credit card information and on the review pageThis information is additionally available in our user agreement While we are sorry to hear that you were charged a fee by your credit card company, transactions that have been completed can no longer be cancelledXoom will not be providing reimbursement for the credit card company's feeThank you again for sharing your feedback Final Consumer Response / [redacted] (4200, 13, 2014/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure what interface the business is referencing in their attached file (CCSend1.zip) because the user interface they share (that gives a forewarning re: money transfer being seen as a "Cash advance") is NOT what I saw when I login I have shared screenshots of xoom.com of what I saw (https:// [redacted] ) during my money transfer process and notice no where on any of the money transfer process was I ever given a forewarning

Initial Business Response / [redacted] (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 / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/12/16) */ We apologize for any confusionHowever, the request for documents was to satisfy a regulation of the State of Arizona which mandates documents to be collected whenever $or more is sentSecondly the 1-business days related to payment processing Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response provided is vague and does not address the core issue in that their website is misleading regarding processing timesThere is nothing that states that in the state of Arizona there are additional requirements for sending more than $1,I again think that there should be warnings associated with the website and that they should be required to post real processing times when setting up money transfersIn summary there are two things at issue here Processing time states minutes, minutes, but never 1-daysThe website needs to have a disclaimer that states it can take 1-days When entering an amount that exceeds $1,there should be a warning stating that there is additional verification required by law and that you will be notified of those additional requirements via emailI received an email confirming my transfer and then another email saying that more information was neededOnce I sent the necessary information I received nothing in response but rather had to call to confirm if my information had been receivedAt that time I was told that everything was good and that the transfer would happen immediatelyI hung up and then a couple hours later received another email stating that I needed to call again and that my money was still on holdI called and was asked a series of questions about my past to verifyOnce that was complete I was once again assured that the money would immediately be processedThere was no email confirmation howeverI called again the next day and was finally told that it can take 1-days and that my only other option was to pay with a credit or debit card which carries additional fees if I wanted it to process soonerThis is when I realized how misleading the advertising and actual website and process is I was mislead by Xoom.com and would like to be compensated for my time and sufferingI am sure that I am not the first nor will I be the last person who is deceived by the lack of truth in advertisingI want to protect others from the same deceitPlease reimburse me my $for lost time and for deceit in withholding information pertinent to your money transfer services Final Business Response / [redacted] (4000, 9, 2014/12/29) */ There are two separate issues regarding your complaintFirst, the Arizona limits are available on our site: https://www.xoom.com/sending-limits The second issue is actually about payment processingPayments made using a bank account actually take 1-business days to processThis is for ACH payments, which are not proprietary to XoomWe recognize that the payment processing schedule is not convenient to our customers and we have a feature that allows us to actually pay out transaction on our customer's behalf prior to receiving paymentWe're able to do this over 95% of the time, but sometimes for various reasons we must wait for full payment before we can proceed with the transactionWe're sorry that this caused you any delay and inconvenience Final Consumer Response / [redacted] (4200, 11, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response but it still does not address the fact that the information about how long processing of the money transfer will take is not readily available nor is there any disclaimer which states that the process can take much longer than the times listed when selecting where you want the recipient to pick up the moneyYour competition is able to follow through on their promise of how long it will take and does not advertise falselyI still thnk that there needs to be disclaimer information on the actual page where you select where you want the recipient to be able to pick up the moneyOtherwise the website continues to be misleading and your customer service reps are not trained well enough to provide accurate informationThis is still the issue that I have and until that is changed I continue to hold the opinion that I was mislead by you and your company and would like to protect others from the same frustration

Initial Business Response / [redacted] (1000, 5, 2014/04/07) */ We appreciate your concerns about Xoom no longer accepting pre-paid cards and apologize for any inconvenienceOur reason for no longer accepting these cards is based on the high-risk of fraud that these types of cards presentAs pre-paid cards do not have a verifiable means of identifying the card holder an increased and unacceptable risk of fraud or money laundering becomes more apparentGiven the highly regulated environment that a business such as Xoom operates in, we've decided that it was simply not in our best interest from a business standpoint to accept pre-paid cards as a payment source any longer Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We, recipients of money from the United States Department of Treasury were given this option (this link) http:// [redacted] because the United States Government believes this to be the most secure payment optionYou, xoom.com, are saying that it is [redacted] securityWho are you getting this information from? Are you sure you aren't just mindlessly abusing social security recipients, because that is the only concise summary of your actionsYour every response has been giberish and unfoundedWhere was this decision published? When was this decision made? It looks like an employee just typed it in to abuse people Final Business Response / [redacted] (4000, 9, 2014/04/14) */ Mr.***, Once again, we regret any inconvenienceHowever, we must stand by our decisionAn email was sent on February 26, to all customers who have a pre-paid debit card as payment source notifying them of our decision Final Consumer Response / [redacted] (4200, 12, 2014/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) In early Feburary I met a group of people in Argentina whom claim to be "retribution," a group of Americans from Oregon and a couple French peopleThey said they would show me a way of sending/receiving money in Argentina, but they were going to shut it off to me at the same timeWhy are your company's decisions being made by a group of people dedicated to hate? How is this not outside negative influence over your company? Why won't you just allow Direct Express cards then? Direct Express cards are from the Social Security office and the Department of Treasury and Comerica BankIt does not get more secureNone of your responses are making any senseThis is like the grocery stores that don't accept food stamps, or the check cashing places that don't cash native american fundsIs there a supervisor or something that can allow United States Federal Benefit Cards (like Direct Express) to be approved for xoom.com you could send this to?

Xoom is not a company that any individual should go to, if that person expects fast and reliable serviceEven if one is a previous client, they still give one the the standard reply of "it takes days for your funds to be cleared by ACH." The customer service representatives simply read off pre-rehearsed replies and do not even try to help resolve issue

Initial Business Response / [redacted] (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 recipientWe 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

Xoom basically sucksI sent charity about Dollars gathered from local donationsThey didn't sent it by asking [redacted] questionsI sent all the required informations include bank statements,w2, checks copy, pay stub, passport, I'd card copy, utility bills last month and still my money didn't went thruSo I used western union services after wasting whOle month and request to cancel the transactionAt the phone call they started asked personal question about my relativesWho is blood relative and who is just frend and then she said you can't send money to online else tuition because the person you sending is not your blood relativeTheir CS sucks and very rded people there And the most shocking is thisSomeone opened loans on my account this monthI didn't disclose any of my infoFinally found out thathat xoom did fraud on my creditAnyway I took proper actions and got away from loss..please do not use xoom at all

Initial Business Response / [redacted] (1000, 5, 2014/05/19) */ I understand this can be frustrating and am happy to try to explainPayments made with a bank account take 1-business days to complete as part of bank processingIn 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 reason such as a prior payment issue, changes or irregularities 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 Consumer Rebuttal / [redacted] (2000, 7, 2014/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ Please note this issue has been addressed and we will fulfill both sender and recipient Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since business agreed to payI accept the response

Initial Business Response / [redacted] (1000, 5, 2014/04/18) */ Mr [redacted] , We do apologize for any inconvenienceThe issue you are encountering is due to the fact that you are attempting to use a nbased payment source to fund your transactionsXoom currently does not accept International payments Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ Ms [redacted] We do apologize for any misunderstanding, however when you first contacted us to cancel you had requested to cancel transaction XXXXXXXXX, which you placed at 10:am PSTUnfortunately, that transaction could not be cancelledThe transaction you most likely intended to cancel was XXXXXXXXX which was placed at 8:PM PSTIn your Revdex.com complaint you also reference XXXXXXXXX which again was not able to be cancelledFurthermore Xoom's system did not cause the issueOur site was working as intendedWe regret that you experienced some issue in navigating the site's functions as a new userAs a good will gesture, Xoom refunded you the amount of $on 9/15/even though your payment failed, and Xoom did not receive funds from youTherefore not only did Xoom cover your request for $you also received an additional $Once again at no time was Xoom at fault for this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ We're sorry for the inconvenienceHowever, our advertising is correctYou can send up to $2,to the Dominican Republic for $4.99, however that rate is for payout in pesosThe fee is made completely visible throughout the send processBut, we want to make our new customers happy, so we've refunded the difference as a courtesy

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, 2014/04/22) */ Mr [redacted] , We do apologize if there has been any confusion or misunderstanding concerning compliance practices at XoomXoom fully complies with all state and federal laws, regulations and compliance requirementsXoom also complies with the laws and regulations of each country in which we offer serviceXoom is a US based companyWe are headquartered in [redacted] If you would like more information on the information we are obligated to collect and how that information is used, please see the user agreement which every Xoom customer agrees to upon sign uphttps://www.xoom.com/user-agreement Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is it legal for a US private company to request of a copy of your US Passport and use it abroad in another country (India) for a commercial transaction? Final Business Response / [redacted] (4000, 9, 2014/04/25) */ Mr [redacted] , Again, we do apologize for any confusionXoom only offers service to India and is not located in IndiaXoom is US based, publicly traded corporation headquartered in [redacted] You may wish to read our privacy policy concerning the information we collect https://www.xoom.com/privacy-policy

Initial Business Response / [redacted] (1000, 5, 2014/05/29) */ I sincerely apologize and understand this can be frustrating and am happy to try to explainPayments made with a bank account take 1-business days to complete as part of bank processingIn 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 reason such as a prior payment issue, changes or irregularities 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response however the reason you provided did not address the real issueIn a regulated industry you need to disclose all the situations upfrontWhat is the difference between Xoom which advertises Hr transfer with the help of big celebrities but it still takes the same time as the other companyThe other companies are not misleading the customers like XoomIt's up to you but as a customer this seems like fraudulent and misleading Final Business Response / [redacted] (4000, 9, 2014/06/03) */ Hello, We thank you for your feedbackWe are very up front in stating that the experience with Xoom is hoursThat is true for most every Xoom transaction despite the fact that the actual funding for ACH transactions can take a few daysFor transactions deposited within the four hour time frame Xoom is able to deposit ahead of funding from the customer's bank accountAt times for security and risk related purposes we must process a transaction using standard ACH timetablesAgain, the usual experience is four hours and not daysWe do state the ACH funding process in writing on our site as wellOur advertising is correct

Initial Business Response / [redacted] (1000, 5, 2014/04/14) */ Mr [redacted] , We apologize for any inconvenienceHowever, credit cards/ debit cards are authorized for the full amount at the time of the transactionAs soon as we determined your transaction was to be cancelled we voided the authorizationPlease know that Xoom did not charge you for the transaction and the authorization will be dropped by your bank or card holder and the funds released to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Who is going to pay for my long distance phone call ...they put me on hold for about min....the money was credited to my account days later ..and I had to find money somewhere else Final Business Response / [redacted] (4000, 9, 2014/04/21) */ We do apologize if it took sometime to review your transaction and the paymentHowever, Xoom is not responsible for the decision to make an international callThe authorization was a standard credit/ debit card processWe also offer 24/email support as well

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

Very un professional "It is inadmissible that after two weeks the money has not arrived to the destination partyIn the meantime your company has not even sent a communication to inform us of any problems with the transactionYou have created serious problems for us by not completing the transaction in a timelly way and above all by not informing us of the delay [redacted] one of your supervisors offred today that you will return the transaction fee to our bank once the transaction is completedHis estimated time for completion is May 11th, that is days , that you have had my money.You take advantage of the clients in such a manner that you should be exposed." They are adamant that they cannot return my money, and offer no solution

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Address: 100 Bush St Ste 300, San Francisco, Oklahoma, United States, 94104

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