Xoom Corporation

After being a Xoom customer for a few years, without reason, Xoom blocked me from transferring money to a family member that had a medical emergencyAfter several attempts I am still blockMy Family member is very sick and needs medical attentionI am very disappointed, Xoom corporation is making Paypal Inclook pretty bad

Initial Business Response / [redacted] (1000, 5, 2014/03/10) */ Our Customer Verifications and Compliance department is currently working to resolve the issueXoom's privacy policy only allows us to communicate directly with the named account holder in such casesWe apologize for any inconvenience Final Consumer Response / [redacted] (2000, 7, 2014/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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, 2014/10/22) */ Mr***, Thank you for bringing your claim to our attentionOne of the members of our fraud team is investigating the matter and will be working with you directly to resolve the case Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Xoom still saying the same thing but they still keeping my money ; I whant my money back !!! Final Business Response / [redacted] (4000, 9, 2014/10/29) */ On October 24, we spoke with you by phone and explained that we were going to issue a refund, and the refund processTherefore the statement that Xoom is withholding your funds is untrue

Initial Business Response / [redacted] (1000, 7, 2015/09/21) */ Thank you for your feedbackWe certainly understand your positionPlease know that sometimes we must wait for full payment before we can complete a transactionWe realize that sometimes issues with payment can occur, however those issues once resolved may affect our ability to payout prior to receiving full paymentThe return to a more typical experience may come with a re-establishment of timely payment Initial Consumer Rebuttal / [redacted] (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 daysThe 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 oneOr when talking to one department, and asking to speak to a supervisor there is transferred to a different departmentXoom shows an address in San Francisco as company headquartersWhen 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 fundsThey 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 / [redacted] (4000, 11, 2015/10/01) */ Mr***, Once again we do apologize for any inconvenienceHowever, as we mentioned our advertising is factual, but at times full payment must be received prior to payout to your recipientYour recent Xoom transaction was completed almost instantly Xoom is headquartered in San FranciscoOur customer service phone representatives are located abroadOur representatives are fully fluent in EnglishAs such there is English language support available 24/for our customers Xoom abides by all U.Slaws and regulationsThough there is no such law that guarantees access to a U.Sbased support representative, our Headquarters staff will always gladly help resolve customer issues either by phone or emailOn 9/28/we contacted you by phone from Headquarters but you were unavailable to discuss the matterWe emailed you a direct contact number as well and have not heard back from youAgain, 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 / [redacted] (1000, 5, 2014/11/03) */ Information concerning acceptable use is available throughout the siteFurthermore, it is apart of the user agreement which you confirmed that you read and understood upon sign upOur acceptable use policy is clearly stated in that agreementWe can assure you your account information is secureYou are of course free to send other transactions to a different recipient at any time Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure what "throughout the site" meansIf it was in the fine print, I missed itI just hope the bank info is secureI will not use them to transfer any moneys Final Business Response / [redacted] (4000, 10, 2014/11/10) */ Your information is indeed secure

Initial Business Response / [redacted] (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 refundWe apologize for the experience and the inconvenience Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 accountWe'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 / [redacted] (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 / [redacted] (1000, 5, 2014/02/19) */ Dear Ms [redacted] , Thank you for sharing your concernsXoom has processed a full refund to the card used in this transaction, however we unfortunately cannot control the processing time of your bank or card issuer and Xoom no longer has the funds As a one-time goodwill gesture, we have requested a check to be sent for the amount paidThe check will arrive in 5-business days Final Consumer Response / [redacted] (2000, 7, 2014/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept and thank you because all I wanted was my money refunded and I am not satisfied with your company after this incident but again I will be waiting for the check and I hope I receive it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/12) */ Pursuant to the Xoom User Agreement and [redacted] RBI regulations, commercial and/or business remittances and remittances directly toward the purchase of property, investments, or contributions to charitable organizations are prohibitedIt was determined by Xoom's Compliance Team that the account activity appeared to be commercial, and therefore the account was closed and notification was sent to youIf you can provide documentation for each of your recipients, the purpose of the transactions, and a statement confirming that you're using Xoom exclusively for personal remittances and not for any commercial activity, we could consider reactivating the accountYou can contact our compliance department directly at XXX-XXX-XXXX or via email [redacted] @xoom.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Xoom and provided my Spouse Passport [redacted] to confirm that it is not a commercial transaction I still believe that Xoom did not respond to my Query and just mentioned the RBI rules & Xoom agreement with out properly validating my response by the Compliance Review Team I have been contacted multiple time to the number provide and got a response from the customer care that your account has been closed by Xoom corporate office and did not able to discuss it furtherWhat ever they are mentioning on the reply is not aligning with the Best Practices should follow with the customerThis will make the company not be trusted and recommended to other members and I am really worried about the way that Xoom has been promoting themselves If Xoom can understand this and can able to provide a list of transactions which they have listed as commercial, I can able to provide a clear on all transactions of mineOtherwise I believe this company's response is a General Statement for the sake of replying I appreciate all the efforts from Revdex.com to bring this to the attention of Xoom Final Business Response / [redacted] (4000, 9, 2014/05/19) */ Mr [redacted] , We will have a member of the compliance team reach out to you directly to resolve the issue Final Consumer Response / [redacted] (2000, 11, 2014/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear Revdex.com Team, the member of the compliance team reached out to me and promised that they will restore the account after they verified my details and confirmed that all transactions are personalThanks very much for addressing my issue to XoomAppreciating all your efforts on this

Initial Business Response / [redacted] (1000, 5, 2015/01/06) */ Mr***, It is for your security that we do not update customer's account information by request, nor do our representatives have access to full account informationThis is by design, and for the security of our customer's sensitive informationLogging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections neededI do apologize if there has been any confusion Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) In your response, you state that "Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed." Could you please tell your customer service department to allow me to do just that? That is exactly what I have wanted to do from the beginning, but Xoom is instead blocking me from logging into my Xoom accountCould you please let me know when your customer service department has been corrected and will allow me to resolve this matter in the way you have recommendedI really do want to resolve this matter but I do not want to put my financial information at risk Final Business Response / [redacted] (4000, 9, 2015/01/09) */ Mr***, It is for your security that we do not update customer's account information by request, nor do our representatives have access to full account informationThis is by design, and for the security of our customer's sensitive informationLogging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections neededI do apologize if there has been any confusion Final Consumer Response / [redacted] (4200, 11, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) In the response, Xoom claims that "Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed That is exactly what I want to doThat would be the logical thing to do, but Xoom is blocking me from reentering my bank informationAll that is needed is to add the four digits to the end of the account number to identify it as a checking accounIt is such a simple solution, but yet Xoom refuses to complyInstead they want me to pass [redacted] sensitive account information over a non-secure telephone lineI want to resolve this problem, but Xoom needs to come to their senses and allow me resolve this problem without putting my financial information at risk

Initial Business Response / [redacted] (1000, 5, 2014/04/11) */ Mr [redacted] , As to the request for documents, we apologize for any inconvenience or miscommunication, however we did have some ongoing concerns that required us to ask for additional informationRegarding the processing of your recent transactions, payments 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 occurring

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ We were notified of the issue on July 4, and we responded on the same day with instructions on how to proceedWe have not received a response as of this timeWe resent the same email on July 7, and we are currently awaiting a response Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As soon as I saw this email from you guys I sent them the info they were asking for to different emailsThat was Tue, Jul 8, at 8:AMI didn't think it was pertinent to my case since it was info they already hadI've been using their service since September of The information they asked for was my name and address and account I use to transfer fundsall info they clearly haveRegardless I filled out their formIt is now Monday July 14th and I have yet to hear a peepI am not only upset but I am concerned that I will have no answers and that I will never get this money to my cousin Final Business Response / [redacted] (4000, 14, 2014/08/01) */ Thank you for the feedbackThe representative handling your case has reached out to you

I have been XOOM customer since Excellent service and great exchange ratesNever had any problemsThey increased my day limit to $25,without giving any troubleI would recommend it to allSignup via below ink to receive a $AMAZON GIFT CARD bonus after your first successful transaction of $or more [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ We apologize for any inconvenienceHowever, our advertising is completely factualThe experience you had was related to payment processingPayments 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 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 occurring Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) So you have to mention the same in your advertisement also, that in some cases the payment processing may take longer upto to daysEducate the customers about your services, dont mislead customers with your advertisement which says - send money to india with our participating partner banks in india with in hoursAnd for your kind information I had been a banker for years now, years in india and past year in usa so I understand banking and its process Instead of apologizing, take corrective action and change verbage of your advertisement, to stop misleading any other customers Final Business Response / [redacted] (4000, 9, 2015/11/30) */ Thank you for the feedback, however our advertisements are trueAs we mentioned, for most every transaction we make payments on our customers behalf while payment is pending which results in the the advertised claimsAll transactions are subject to review, and at times we must await full payment before submitting the transaction for payout to a recipientIn those rare cases, once payment is received the time frame claimed in our advertisements still holds trueWe do offer this information on our site Final Consumer Response / [redacted] (4200, 11, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Anyways you guys dont want to accept that your advertisement is misleading so it fine..you guys dont care about customers...this shows only your rigidness and unfriendly attitude towards customersAnyways I dont have time and energy to argue with you guys anymore, I ve already made my pointEnjoy your monopolyAll the best to educate customers about your best misleading business practices

Initial Business Response / [redacted] (1000, 6, 2014/12/09) */ We're of course sorry to hear that you mis-dialed our numberHowever, it's generally accepted that you may need to dial a when calling an (800) number or numbers outside your local area codeHowever, cell phone carriers often do not require dialing a The number displayed on our site is true and correct Initial Consumer Rebuttal / [redacted] (2000, 8, 2014/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/17) */ Mr. ***, The issue you describing is related to how credit card issuers categorize the money transfer industry. Money transfers are considered to be "cash advance" by credit card issuers and some banks may choose to charge a cash... advance fee for money transfers. Xoom does not impose this fee, nor does Xoom collect these fees or have anything to do with the fees themselves. The fees are imposed and collected by card users banks. Xoom does notify customers on the site that banks may have additional fees when using a card to fund a Xoom transaction. We're of course sorry to hear that your bank charged you additional fees, however that was not done at the request of Xoom.

Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ Ms [redacted] , After an initial compliance issue, your account has been cleared and you are free to send moneyWe apologize that issue was not resolved more quickly and efficiently

Initial Business Response / [redacted] (1000, 5, 2015/03/09) */ Xoom does not accept ATM cards, however we do accept debit cards which do not require a PIN to useWith regards to your specific complaints Xoom never received the completed affidavit as requestedFurthermore the transactions in question were determined by us to be fraudulent and they were cancelled and were not paid outThe charges were reversed on 3/2/

Initial Business Response /* (1000, 5, 2015/02/11) */
We've reviewed the account and would like to confirm that Xoom received a Declaration of Unauthorized Use on January 28, for a transaction placed on November 12, The fraud claim was denied on February 2, and the denial
remains valid for the following reasons:
-The transaction was picked up at the same location as the valid transaction placed in December to the same recipient
-Please note, the original pickup location communicated was incorrect and we apologize for the error - the correct pickup location is in Bogo, where the recipient resides
-The recipient ID number recorded at the time of pickup in is the same as the ID number recorded in December by the same recipient
Therefore, we do not believe that there is evidence of any fraud in this case as the information confirms that the same recipient using the same ID picked up both transactionsIf there is additional information that would help us with this investigation, please feel free to contact us so that we may review it
Initial Consumer Rebuttal /* (3000, 7, 2015/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Last December I have reached out to Xoom.com several times to inquire on a transaction on Nov I was given the same answer: the transaction was received by the recepient in a specific claim center in Mindanao, Philippines whereas the recipient was never been and probably will never be in the said area (for emphasis, Mindanao and Cebu is like New Jersey and Washington State in distance)This is way different answer from your inquiry
The recipient denied reciept of any monetary transaction from xoom.com in
During my inquiry I was required to submit a pre-formatted form and send thru email to a xoom.com address which I complied withAfter several days I was informed that the statue of limitation to file complaint passed *** the 3-month periodI sent an email expressing my frustration on the said matter
My take are:
1)In Dec I was sent a text notice of receipt thru my phoneOn the text receipt notice there was no mention of location it was withdrawn, the location would have alerted me that fraudulent representation was made and I should have acted accordingly
The recipient never received the said amount of 200Usd
Xoom.com's response on an inquiry on the consumer-level is way different fromy your office
I just want a refund of the 200usd deposited to my account (which they have a copy)
I have stopped doing business with Xoom.com and I will not recommend it to friends and family
Final Business Response /* (4000, 10, 2015/03/03) */
Ms***,
Once again, your claim was denied as we have proof of payment that the funds were picked up in the correct location in Bogo and not the location that had been mistakenly noted previously