Xoom Corporation

According to their advertisement on line saying Instant Deposit to one of their trusted partner bank - HDFC, I transfer money yesterday and the money haven't received it India yesterday so I called Xoom*** to see the status and they said that it will take about 3-days, but on their site they said the instant deposit, and I didn't get the satisfying answers from their call rep who didn't even have knowledge of the instant deposit that they are advertising aboutI wanted to make sure that everyone know before they send money

Xoom has pathetic serviceTwice it has happened with me, I have tried sending money to another country and my payment got delayedOnce Xoom cancelled my transaction due to technical issues and got my payment blocked for a couple of daysSecond time I sent money to another country, the payment got delayed for more than hoursThird time I was about to submit button but I felt like calling their customer service to confirm if everything was alright, they again said that they were facing technical difficulties and that they could not guarantee if my payment was going to go through or notOne thing I have noticed is that this happens every time I am sending money during non-business hours of the recipient's countryXoom needs to stop advertising that they have fast and reliable service because in actuality they don't

DO NOT EVER USE THIS COMPANY!
This company is out there to help scammers fraud your accounts to send money out of the country, I never signed up for this company, never made a account with them but they are using my account to steal money from paypal account, I called them to report fraud, they did nothing! Someone stole from me and they are doing nothing to refund me or even help, I called and they act like I am in the wrong they got smart with me, THIS IS STRAIGHT FRAUD COMPANY

Initial Business Response /* (1000, 5, 2014/03/03) */
Ms***,
We of course regret any inconvenienceHowever, as the proof of payment that was submitted to you will show, the funds were successfully handed over to your recipient's bank, and all the account details were correct
Unfortunately, we do not receive updates from 3rd party banks directly once the funds have been handed overAs requested, if we're furnished with a copy of the recipient's statement we will be able to investigate further

I want to aubmit and receive the funds I sent to my receivers

Initial Business Response /* (1000, 5, 2016/01/26) */
Xoomcom is in no way related to the service mentionedPlease know there is a energy services company that operates in TX also named XoomIf 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/at 877-815-

Initial Business Response /* (1000, 5, 2015/08/05) */
Mr***
We are sorry for any inconvenienceAfter reviewing your case it seems as if there is some confusion as to how ACH (eCheck) payment processing worksWhen you submitted the request for transaction XXXXXXXXXXXXXXXX on August
2, 2015, you did in fact authorize us to collect payment for that transactionThe request for payment was submitted to your bank right awayFor ACH payments it can take your bank up to two business days before your bank processes the request and debits your accountPlease note that ACH payments are not proprietary to XoomACH is a widely used form of electronic payment and it's processing time frames are standardAs to the time frame you describe, a week is not accurate and not what our agents explainedWe explained that it can take up to business days before Xoom receives your payment, even though your account has been debitedThe business days is the maximum amount of time it can take, and it very well could be lessOn August 3, you chose to cancel the transaction, and we complied with that requestWe also made you aware of the refund timing for ACH paymentsWe explained that once your funds were received they would then be able to be refunded back to youWe further explained that it can take up to additional business days before your funds are available in your accountOnce again, this is ACH payment processing and not Xoom's processRegardless of the cancellation, you initially authorized us to collect payment for the transactionAs was explained to you by representatives and supervisors the refund is in process and you will receive your money within standard ACH time framesOnce 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

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, 2015/08/19) */
Mr***,
We appreciate your patience as we investigated your caseWe have moved forward with a full refundWe apologize for this experience
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer
indicated he/she ACCEPTED the response from the business.)

I am filing a complaint regarding my money transfer that has not made it yetI have called the customer service several times and also sent few emails but nothing seem to resolve the money transfer for which Zoom has taken out the funds from my bank account but as promised Zoom has not made the deposit to recipient's accountI initiated the transfer on 10/09/and today it is 10/15/with no answer or communication from ZoomI am not sure what is happening with my fund transferIt was intended for someone who desperately needed the money and that is why I selected Zoom for my transfer to help the needy person immediatelySorry to say that there is no one at Zoom to provide me with any answerI am totally shocked by the poor customer service I have received so farMay be this can helpThanks

first transaction thru Xoom went fine, I got a call to verify my transaction, asked me some questions and done but the third time I tried to send some money to the same person, they called me to verify my transaction, I gave them all my personal information that just I will knowthen for their so called verifying question asked me bunch of general knowledge questions like which road is near my address, which hospital with the options(like this that blah blah blah)and I answered even asked me first digits of my social security I answeredthen they said they cannot verify my account and then cancelled my transaction*** talked to the supervisor, she couldn't helpso annoyingthey cancelled my transaction for no reason., is not my date of birth, social security, bank info, mailing address, email address, phone number not enough for them to verify my transaction??? so pissedvery bad customer service, they cannot even speak clearly

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, 2014/04/17) */
Mr***,
We do apologize for any inconvenienceHowever, as per your email on April 17, you have confirmed receipt of the refundOn April 15, you spoke with one of our agents and she informed you that refund can take
2-business days to processYour refund occurred within that time frameWe apologize for any misunderstanding

Initial Business Response /* (1000, 5, 2014/10/22) */
Ms***,
The process you are referring to is related to the payment processIt takes a few business days to receive payment from a bank accountOn occasion we must await full payment prior to sending the funds to the recipientAs
to your payment, it unfortunately failed and thus the transaction was cancelledXoom was not able to collect the fundsYou can contact our customer service department to resolve the matter and we'll gladly reopen your account
Initial Consumer Rebuttal /* (2000, 7, 2014/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/08) */
One of the members of our anti-fraud team has attempted to reach out to you to resolve this matter
Initial Consumer Rebuttal /* (3000, 7, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I was left a voicemail by someone named Jose with the case numberI called back at least 4times and left voice mails but he didn't respond back to my callXoom sucks and has wasted a lot of my time and money!
Final Business Response /* (4000, 10, 2014/12/11) */
We're sorry to hear that you and our representative have not been able to connectHe will attempt to contact you again

Initial Business Response /* (1000, 5, 2015/08/14) */
Mr***,
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 delay
Please 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 /* (1000, 7, 2015/02/13) */
Xoom includes the following information regarding speed of service in the footer of our website:
"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
Receiving agent hours of operation"
The vast majority of transactions are sped up and processed before ACH (eCheck) processing completes and Xoom receives payment from the bankIn a small percentage of cases, Xoom's verification system determines that we need to wait for payment to be received first, which occurred in this caseAfter reviewing the account, we can confirm that the transaction in question was cancelled at the sender's request and Xoom refunded a service fee in the amount of $fee on a subsequent transaction that was funded using a payment cardWe apologize for any misunderstanding or confusion
Initial Consumer Rebuttal /* (3000, 9, 2015/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me be clear, about the fact that XOOM did everything very professionally and they resolved the matters accordinglyWhat I'm disputing is that there is no clear mention that if you use ACH there is a very small chance that the transaction will take 1-daysIf that information was presented to me upfront then I would chose the option that satisfies my needsIf I'm press for time because of family emergency or something that is time sensitive I might just chose the credit card option; but If I'm not press for time then I would not care about the possibility of the transaction taking 1-daysI hope this clarifies my reason for not accepting the response
Final Business Response /* (4000, 16, 2015/02/20) */
We of course thank you for your feedback
Final Consumer Response /* (2000, 18, 2015/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was a joke, the company failed to understand the complainIt's not worth my time to keep up with this, I guess at the end of the day I just need to due my research before anything

Initial Business Response /* (1000, 5, 2014/02/13) */
Mr***,
What you describe relates 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 recipients
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
Final Consumer Response /* (4200, 11, 2014/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And that is why your rude representatives refused to transfer the calls to a supervisor and hung up twice? One of them plainly refused to transfer me because she knew I was going to complain to her supervisor about herGreat customer service you have there
" Xoom is not holding your funds, rather as previously mentioned your payment can take up to four business days before Xoom receives it."
-It was mentioned AFTER THE WIRE, never before
Another thing, you have listed on your website that money is usually ready in minutes or less, why is it not specified that bank transactions take business days? It would avoid all these misunderstandingsAnd you do pick and choose who this rule applies to; a friend has used your company several times and you never asked for any form of identification on any of his wires and you release the funds immediately even though he pays with his bank account instead of a debit cardSo why is it that you can do it for some? We both are using *** so it's not the bank
You shouldn't mislead people with your adsEven when I wired the money with a card, it still took you hour and minutes to release the funds, not minutesAgain, using Chase so it's not my bank
Final Business Response /* (4000, 9, 2014/02/19) */
Mr***,
The transaction was cancelled for verifications and compliance reasonsAs to the refund processing,specifically Xoom holding your fundsThat is simply not trueXoom is not holding your funds, rather as previously mentioned your payment can take up to four business days before Xoom receives itOnce received we either pay the transaction immediately, or initiate a refundRefunds must process the same as the payment and can take a few business days before it's able to be credited to your accountThis payment process is not proprietary to Xoom, but rather it's a widely used form of payment

Initial Business Response /* (1000, 5, 2015/04/03) */
We're sorry but as of this time Xoom company policy does not allow a payment source to be shared across multiple Xoom accountsThat is why you cannot add the bank account to your Xoom accountWe do this for security purposesWe're
sorry to hear that you've had issues resetting your passwordThe reset feature does require you to enter the payment source you have added to your account for security purposesYou can proceed in doing so, and as you stated recipient details will be removed, and again that is for your securityYou can of course add that information back

Initial Business Response /* (1000, 5, 2014/02/24) */
Mr***,
On February 13, you sent two separate transactions at 9:am PST and 11:am PST to the same recipientThe first transaction was successfully completedYou opted to cancel the second transaction after the
request for payment was submittedThe ACH payment process can take up to four business days before Xoom receives your fundsOnly when the funds are received can we initiate the refundThe refund process for ACH payments is the same in that it can take up to four business days to be returned to the originating accountAt no time during that process is Xoom in possession of the fundsFurthermore, in your case, your payment failed and therefore you are not due a refund
Initial Consumer Rebuttal /* (3000, 7, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The payment failed but you guys attempted to pull the funds twiceI obviously opted to cancel the second transaction since I didn't need or wanted or requested a second transactionIs completely up to you if you want to fulfill my requestI don't care about or dollarsMy family and friends will never use your service againI'm done wasting my time, but I will make sure everyone I know gets to know about my experience:)
Final Business Response /* (4000, 9, 2014/02/27) */
Mr***,
We do apologize for any inconvenienceHowever, as we mentioned the payment had already submitted when you opted to cancelThe ACH payment process is not a Xoom process but rather a banking processUnfortunately, we must wait for that process to be completed before a refund can be initiated