Xoom Corporation

Initial Business Response /* (1000, 5, 2014/02/07) */
Mr***,
The process you describe is outlined in the Xoom user agreement which every customer must agree to when signing up for an account
"COLLECTION OF INFORMATION
Privacy PolicyBy agreeing to this User Agreement,
you acknowledge and consent to Xoom's Privacy PolicyThe Privacy Policy can be found on our websites or by clicking here: Privacy Policy
Customer Identification ProgramTo help the government fight the funding of terrorism and money laundering activities, U.Slaw requires that we obtain, verify, and record information about youWe may require that you provide us with nonpublic, personal, identifying informationWe may also lawfully obtain information about you from other sources without your knowledge, including non-personal identifying information that we may obtain while you visit our websitesPlease see our Privacy Policy
Government DisclosuresWe may provide information about you and your Transactions to government authorities and enforcement agencies, as described in our Privacy Policy
Verifying informationYou authorize us, directly or through third parties, to make any inquiries we consider necessary to validate the information that you provide to usThis may include asking you for additional information, requiring you to take steps to confirm ownership of your e-mail address or financial instruments, or verifying your information against third party databases or through other sources."
You may also review our privacy policy which is available publicly on our site:
https://www.xoom.com/privacy-policy
Xoom complies with all regulations both federal and state
Final Consumer Response /* (4200, 11, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you never directly address my issuesyour disclaimer says nothing about two forms of IDyour status mechanism did not report that I needed to contact youCut and pasting all your boilerplate legal mumbo-jumbo does not answer the issueThese are discriminatory practices and misleading advertisingSmall print is not the answerFULL DISCLOSURE of your process would be much more transparent, but I realize you are about making money and nothing else
Please address the issues: 1) discriminating against those who cannot afford two forms if ID, 2) not fully disclosing requirements for funds transfer, and 3) your broken status reporting system that gave me no indication a call was required
Come of people! Did you rename the company zoombama so you can lie like our leader?
Final Business Response /* (4000, 9, 2014/02/13) */
Mr***,
The Xoom requirements are the minimum requirementsXoom payment partners may ask for additional identification to ensure that payment is made to the correct individualThis is done on a case by case basis
Regarding the speed of Xoom transactions and how it applies to the review process please note the first part of the following disclaimer which is posted on each page of the Xoom site:
Xoom moves your money fast, and keeps your security a top prioritySpeed of money transfer service is subject to many factors, including:
Approval by the Xoom proprietary anti-fraud verification system
Funds availability from sender's payment account (checking, credit or debit card)
Recipient-country banking hours and banking system availability
Difference in time zones, weekend bank processing availability, and local bank holidays
5.Receiving agent hours of operation

Initial Business Response /* (1000, 5, 2014/11/10) */
Mr***,
We do apologize for the inconvenienceThis is a case of Xoom needing to wait for your payment to process before we can send the funds to your recipientMost of the time we're able to send the funds prior to receiving
payment, but for various risk related reasons, we sometimes must wait for full paymentThe request for a copy of your bank statement helps us verify that you are in fact the owner of the account, and that you have funds available which means Xoom will receive paymentThis option is still very much open to you should you wish to take advantage of it
Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This explanation is simply more of Xoom's continued deceptive productive marketing!
They advertised their service as Instant Transfer to ICICI bank, but now instant is days and still money never reached receipientAsking for bank statement is just an excuse to legitimize prolonged processing time and now they can officially say they need to process bank statement in addition to regular processing
If Xoom were serious, they'd have offered a fee waiver for a second transfer (i asked for this and they turned me down) using credit/debit card instead of asking for more paper work!
And if they are really serious, they'd show expected transfer times at the time of bank account details and not initiate a bogus instant transfer which is still underway even after days
Importantly, Xoom refusal to apologize or suggest a problem solving alternative shows their strong intent of continuing deceptive advertising practices
Of course, they have now lost their good customer in me and many more of friends and familiesI truely wished Xoom offered a real solution
Final Business Response /* (4000, 9, 2014/11/12) */
Once again we are sorry for the experience, however our claims are true in that we're able to pay transactions on our customer's behalf prior to receiving payment about 98% of the timeAs we explained, sometimes we simply must await full payment before we can send the transactionThe four business days is the actual processing time for ACH (eCheck) funded transactions, and is not unique to XoomOnce again, we offered to help speed up your transaction by providing a bank statement so that we can verify that you have adequate funds to pay for the transaction

Initial Business Response /* (1000, 5, 2014/10/09) */
We are sorry to hear that your personal financial information was stolen and that an attempt to use it with Xoom was madeXoom has a highly robust anti-fraud programFurthermore, we do require the security code from the back of the card
in order to use a debit/ credit cardThe issue was not with our lack of required informationYour information was stolen and Xoom determined that the transaction was fraudulent and cancelled it
Initial Consumer Rebuttal /* (2000, 7, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2014/10/22) */
We're sorry to hear that you've been a victim of fraudOne of the members of our fraud team will contact you directly to resolve the issue
Initial Consumer Rebuttal /* (3000, 8, 2014/10/23) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
Somebody called my house and left a message saying that they were from the Xoom Corporation and they want me to call them with this ID # that they left on my answer machine and I called but they tried to say that they do not have a record of that number so I fill that I just getting the round around, that is why I do not accept the response from the company
Final Business Response /* (4000, 10, 2014/10/27) */
We're sorry for any miscommunicationHowever, your case is being handled by a very specific group, and due to the sensitive nature of fraud claims our general customer service team does not have access to your caseYou'll be contacted again so that we help resolve the case
Final Consumer Response /* (4200, 12, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Right now I do not know who to trust, they sent me a form to fill out and I do not know how to fill it out, they want me to put my bank account number on it that is why we are here in the first placeI do not trust themThe form is called Declaration of Unauthorized Use I do not fill right about thisThere are thing on the form that I do not know about like who tried to take the money out, the only thing I know is what the bank told me

Initial Business Response /* (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 /* (1000, 5, 2015/11/11) */
We apologize for this experienceAs we mentioned there was a technical issue that caused a delay in sending your transaction to PakistanYour 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

Initial Business Response /* (1000, 7, 2015/09/14) */
One of our fraud investigators is attempting to contact the complainantPlease 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 verificationXoom's lax policies are what help allow hackers and thieves to use people's credit cards illegallyWhat 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 fraudWe'll have one of fraud investigators try contacting you again

Initial Business Response /* (1000, 5, 2014/03/26) */
Dear Ms***,
Thank you very much for sharing your concerns
Our expectation is that all customer concerns are addressed promptly upon receiptOur records indicate that this was the case for all of the emails you sent regarding
this transaction, as well as the phone callsWe apologize if the service you received did not meet your expectations
At Xoom, we take your privacy and data security seriouslyWe are committed to securing your financial information and we employ proven technology to protect and secure your personal informationAt no point were your transactions at risk as alleged in your complaint
Per our user agreement: the use of the Service for commercial purposes is prohibitedYou agree that you will only use the Service to send money to people that you know personally and for personal reasonsIf Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account
Xoom chooses to remain a friends and family remittance service, and your transaction was cancelled upon discovery that it was in violation of our user agreementWe wish you the best of luck in finding another service that better suits your needs

Initial Business Response /* (1000, 5, 2014/05/07) */
Mr***,
We apologize for the confusion and inconvenience the regulatory issue with South Africa causedAlthough the process for refunding a transaction funded by a bank account can take a few business daysThough your refund was
confirmed as successful on May 2, we will be further reviewing your case to identify any areas in which we could have been more helpful in resolving your case quickly

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

My transcation for $ sent to my account in Pakistan is pending since last days now (made on 14th of July 2016) neither the xoom people cancel the transaction nor they tell me when its going to get resolvedi have made transactions earlier as well but the customer service experience sucks
I have used the service earlier as well and never faced an issue except this time and once beforetime to find a new service I guess

Initial Business Response /* (1000, 5, 2014/05/02) */
Thank you very much for taking the time to share your concernsAccording to our records, this transaction was rejected by the recipient bank due to the recipient's account being stopped and has been fully refundedWe will look into the
service you received in order to identify any opportunities in how this issue was handled

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

Initial Business Response /* (1000, 5, 2014/02/11) */
Ms***,
Thank you for notifying usI can assure you that is not an acceptable practice and we will ensure that it does not occur again in the futureThe Xoom recipient experience should be free from additional fees and high
pressure salesWe take reports of this nature very seriously
Final Consumer Response /* (4200, 11, 2014/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a LIE "the practice of offering recipients additional services prior to payment as it can be easily confused as being a requirement as it was in this case"NO CONFUSION involved,I take offense and am INSULTED by that accusationThe recipient HAD TO PAY Pesos in order to RECEIVE HER REMITTANCE!! Xoom needs to stop trying to cover the MALPRACTICE of their "partners" This is unacceptable but if this is your solution to the complaint, so be itI will make sure never to use this unreputable company again and make sure that others are aware of thisThank you Revdex.com for even looking in to this complaint even if the solution was unacceptable
Final Business Response /* (4000, 9, 2014/02/13) */
Ms***,
Thank you for your feedbackXoom has ensured that the practice of offering recipients additional services prior to payment as it can be easily confused as being a requirement as it was in this caseWe're happy to give you a coupon good for two free transactions which exceeds the value of pesos

Initial Business Response /* (1000, 5, 2014/10/08) */
Mr***,
We have closed our collections case based on our findingsThe account that was created has been closedAs to your request, we do not preemptively disqualify accounts from being created
Initial Consumer
Rebuttal /* (2000, 7, 2014/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Xoom closed the case and have stopped contacting me

Initial Business Response /* (1000, 5, 2014/10/22) */
We're sorry to hear that you've been a victim of fraudOne of the members of our fraud team will contact you directly to resolve the issue

Initial Business Response /* (1000, 5, 2015/02/23) */
Mr***,
We are of course sorry to hear that your financial information was stolenHowever, to state that Xoom is at all complicit in fraud or tolerant of criminal activity is a completely claimMuch like with any merchant
stolen financial information can be used to attempt fraudHowever, our proprietary fraud detection system worked, and we were able to stop the transactions and cancel themYou have been in contact with our fraud team and they have resolved this matterA refund has been approved

(The consumer indicated he/she DID NOT accept the response from the business.)March 28, I received a marketing email from XoomI click unsubscribe.March 31, I got another one.I want all my information (email, phone numbers) gone from you systemI do not want to receive any marketing
materials from XoomI am never going to use your business again.And as of March 31st I still havent receieve my money backIt's been weeks

Initial Business Response /* (1000, 5, 2014/05/02) */
Dear Mr***,
Thank you for taking the time to share your concernsWe are sorry to hear that your bank account information was fraudulently used by a third partyAs discussed when our Customer Verification department contacted
you in response to this complaint, you have resolved this issue with your bank and have chosen not to provide further details to Xoom
Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)