Xoom Corporation

Initial Business Response /* (1000, 5, 2015/03/24) */
Thank you for your feedback
AS was explained to you by our customer service representative, the delay was related to payment processingXoom had not yet received your funds and thus we had to wait until payment was received prior to
completing your transactionAdditionally our representative offered you a way to speed up your transaction which was to forward us your bank statement showing the debit to your account and a positive balanceYou declined that offer
Furthermore, please see the disclaimer that is posted on all Xoom pages:
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
Therefore we will not be able to grant your request for compensation
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, Xoom's main selling/advertising point is, funds transfer within four hoursIf it takes three days for the funds transfer, Xoom knows/ ought to know about this, then why do they do advertisingOur account was debited the same day
Secondly, providing our bank statement was not a condition of the agreementWe did provide Xoom with an email received from our financial institution stating that the amount was withdrawn from our account for XoomMy bank statement is personal, the balances are personal,Xoom has no right to demand my personal information, especially when it was not mentioned in the contract agreement
In short, Xoom is FOOLING and CHEATING the consumers
I am waiting for a class action against Xoom
Final Business Response /* (4000, 9, 2015/04/10) */
Again, we do apologize for any inconvenienceHowever, Xoom does live up to it's advertisingAs was explained to you, Xoom is usually able to pay on our customer's behalf prior to receiving paymentHowever, sometimes we must await a customer's payment before we can proceed with the transactionAs you mentioned your account was debited, however, we do not receive payment or a notification that the payment failed for up to four business daysAt times for various risk-realted reasons we must wait for payment
Final Consumer Response /* (4200, 11, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I jus cannot accept a qualified appology, the appology must be UNCONDITIONALIt is very clear that Xoom is doing blatant ADVERTISING by promising transfer within four hoursI would like to once again emphsize that, if it takes four days for the funds to transfer from my account to Xoom, does Xoom not know about this? They should and ought to know it, then why did they advertise and enter in to a contract to transfer funds within four hoursOnce again, this is nothing but total CHEATINGInstead of accepting their fault and make it up to me, Xoom chooses to argueI stand by my demand of $compensation, unconditional appology, and Xoom change its advertising

Initial Business Response /* (1000, 5, 2015/01/27) */
Thank you for bringing this matter to our attentionWe take matters of financial security very seriouslyOne of the members of our Fraud team has already reached out to you to resolve any issues
Initial Consumer Rebuttal /*
(2000, 7, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/19) */
Mr***,
Although the transaction was initially placed on hold pending a request we made to you for updated information, there was no request to cancel the transaction and as such the transaction was very much liveOur partner was
able to contact the recipient and confirm the correct information and complete the transaction as you have confirmedWe have since contacted you and offered you a fee refund and a gift card as a good will gestureWe do apologize for any inconvenience

I sent out $to family member in PhilippinesIn order for the money to get sent out quickly and not have any issue about money getting returned I used my debit card so it is automatically taken out instead of 3-business days thru ACH
I started the process on 03/18/By 03/19/it was still processing, I received an email stating I needed to call xoom*** for verificationWhich I didAt first they explained that I had a previous transaction that they haven't collected the funds, which was because my bank records shows that they debited $from my bank on 03/15/I explained this to their customer serviceThey said they needed to verify informationThey asked me questions that I was extremely uncomfortable answering but I didI apparently failed the verification
The question they asked are the same thing credit bureau will ask to verify your identityAfter I answered extremely prying questions, they claimed they still can not verify my info , and that I needed to provide them a copy of my identification that shows my current addressBeing a victim of identity theft I am extremely uncomfortable with this processI asked them to cancel the transaction as I don't want to use their services anymore
I used western union insteadThe only thing they asked me as far as verification is the last of the debit card I used, my address, my email, the person I'm sending the money to, and that I am the authorized user of the debit card
Never using you again xoom.com and to anyone who says xoom.com is cheaper, it cost $to send $ and for them to receive it as $with western union if you send money online i's $4.99, doesn't matter if the recipient receives it on $ or Php
You would think they will do the verification first BEFORE they charge your card, instead they charge your card then verify that it's youand they claim it's for your protection

Initial Business Response /* (1000, 10, 2014/02/20) */
Mr***,
I am sorry for the inconvenienceHowever, thanks to you and your recipient for providing us with a bank statement we were able to determine the cause of the delayUnfortunately, the recipient's account is a USD account
and we can only transfer funds to CAD accountsWe are currently waiting for the recipient's bank to return the fundsThis can take several business daysAs soon as the funds are returned we will immediately initiate your refundFrom a customer service standpoint we are currently reviewing your recent interactions with our agents to identify areas of improvement
Final Consumer Response /* (4200, 16, 2014/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Looks like your lack of good service is so evident that the answer to my request is a good example of this .Using a simple apologize is enough for your company but it is not for me
The time that we have wait for having our money back was days and the transaction was never completed , From February 11th to February 25th
Not even any of your customer service knew about this policy of "the information concerning the requirements for Canadian deposits, specifically regarding the currency is available on our site" because in my calls to your customer service nobody said anything about that policy.I had to wait days to know that transfers from american dollars account in USA can't be accepted in Canada in American dollars Based on your response looks like it was my fault and you are not accepting any responsibility on this
Again I do not accept the explanation or a simple apology to such a lack of service and publicity in your web siteThe money was not in Canada in days as was advertised and waiting days to solved the issue it is unacceptableThis issue caused lots of stress in my brothers life and affects his finances deeply and that is the main reason of requesting compensation
Revdex.com I have all the e mails and record of the calls that I had made to Xoom customer service and I would like to be compensated based on the information provided
*** ***
Final Business Response /* (4000, 14, 2014/02/26) */
Mr***,
As to you requesting funds to be placed into a US dollar account, and Xoom granting that request, I do apologize for any misunderstanding but we do not accept such requests, nor do we have any means of making such a requestThus, Xoom did not have prior knowledge of the currency in which your recipient's account is denominatedFurthermore, the information concerning the requirements for Canadian deposits, specifically regarding the currency is available on our sitePlease see the following from the Xoom website:
":What are the Bank Deposit requirements in Canada?
You will be asked to provide the following recipient information to successfully complete your bank deposit to a Canadian account:
Bank Name
Transit number (digits) - identifies the bank branch
Institution number (digits) - for most banks, this information will be populated for you
Account Number (5-characters)
Name as it appears on the bank account
Complete address, including City and Province
A valid phone number
To avoid processing issues and ensure the completion of your transaction in a timely fashion, please ensure that you are sending funds to a personal, single currency Canadian Dollar account
Transactions to non-Canadian dollar or multi-currency accounts cannot be processedDeposits to business accounts are not encouraged
What is a multi-currency account?
A multi-currency account has one bank account number and can hold balances in more than one currencyDeposits to multi-currency accounts cannot be processed."
As of February 26, the recipient's bank has returned the funds and we've initiated a refundThe refund will take 1-business days to process

Initial Business Response /* (1000, 5, 2015/07/23) */
Please refer to our User Agreement, which says our service is intended to send money to family and friends, and we recommend that you only send money to people you know personallyYou should never send money to people you've met on
the internetWe may, in our sole discretion, cancel any transaction and close any account that we suspect is being utilized for any purpose prohibited by this User AgreementSending money to a recipient who has violated the User Agreement can also affect your ability to use Xoom
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had asked Xoom several times for the results of their "thorough review" of my transaction which purportedly shows that I violated their User Agreement, but they refused and closed my accountIn fact, they have no such proofTheir User Agreement simply states that the service is intended for sending money to family and friendsApparently someone you meet online cannot be a friend
"We recommend..." and "You should never..." sounds more like advice than a rule, and should not be the basis for cancelling ones accountIn short, Xoom's business practices are vague, arbitrary, offensive, invasive, and potentially defamatory, and they have provided no defense against those charges despite numerous requestsFrankly, I'm surprised they are still in business
Final Business Response /* (4000, 9, 2015/07/28) */
Again, we thank you for your feedbackPlease note the section of the Xoom user agreement that details transaction and account reviews
"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 noticeAny such limits may be imposed on individual accounts or on related accounts or households, in Xoom's sole discretionWe 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."
Final Consumer Response /* (4200, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xoom fails to understand that the initial complaint was about their customer service, not about what their user agreement allows them to doOf course they can cancel any transaction or all transactions, close anyone's account for any reason or for no reason, or even go out of business if they wishThat was never the issueThe issue has always been their poor customer serviceThey rejected my payee based on a five-minute phone conversation, during which they asked invasive questions such as "what is the money for?" and "how do you know this person?" They claimed they had made a "thorough review" of my transactions, but when I asked for details, they closed my account, after effectively accusing me of dealing in "sexually-oriented materials or services; gambling activities; or commercial transactions that involve tobacco, firearms, prescription drugs, or other controlled substances." Shame on themThis is the very antithesis of customer service

Initial Business Response /* (1000, 7, 2015/05/14) */
We sincerely apologize for the difficulty experienced when attempting to pick up this transactionDue to the holiday volume, the payout location ran out of available fundsWe contacted the branch and spoke with the manager who advised
that funds would be available for the recipient to pickup after 6:30pm tonightAfter discussing with the sender, we have processed a cancellation and issued a refund to the payment card on fileWe will be investigating the issue fully to ensure this does not happen again in the future

Initial Business Response /* (1000, 5, 2014/09/09) */
Ms***,
You may be referring to a "welcome" call we made when you signed up for a second account in October of That is courtesy call that's made to all new account holdersWe apologize for the mistake in showing your
account as being in collections, as it is notThere have been no transactions sent on your behalf at anytimeYou can certainly follow up with us or your bank if you have any concerns
Initial Consumer Rebuttal /* (3000, 7, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need written confirmation from the company disqualifying me/banning me for the rest of my lifeThey refused to do itThey have the ability to do it (e.g."Disqualified Xoom User")They allegedly blocked the account(s) under my identityIt will not prevent future attempts to impersonate me
The company insisted that I attempted to open or use their services in I explained that I sworn not to use them again since They confirmed that my information was used to open an account in I did not contacted themIt was not me
I explained that my personal information has been compromised in two data breaches at UNF and UMDThe company refused to disqualify my name/identity for lifeI told them they must disqualify me or ban me from their services as I cannot and they cannot control third parties trying to impersonate meThey only blocked the existent account(s) but that will not prevent impersonators to open a new accounts and attempt to use my name againFuture attempt to impersonate me could be prevented if they disqualify me or ban me for life
They argued that there may be other *** *** in the US that may want to use their servicesI am the only *** *** in the US based on the last digit of my driver's license ("0") and the *** Family Tree available on InternetDefinitely, I am the only *** *** from *** Park, ***
If there is any other *** *** in the US, it is their obligation to confirm that it is not me before rendering servicesAfter my complaint, they are obligated by law to make sure there is no impersonation
They said it is unlikely that someone will be impersonating me for fraudYet, they know I was impersonated in I explained them that impersonating people to send money overseas is a federal crimeThis very same week a person from my native country is under an extradition order because someone used his name to wire large amounts of money
The company continued refusing to disqualify my name and identity for lifeThe company also continues saying I contacted them in and it is NOT trueI will not ever do business with them
In addition, I do not want to be contacted via phone call by themI want to be contacted in written ONLY as requested in my initial complaint
If they continue refusing a written statement disqualifying me or banning me for life, I will be forced to take this matter to Life Lock and federal authorities through my personal attorney
Thank you for your attention to this matter
Best,
*** ***
Final Business Response /* (4000, 9, 2014/09/16) */
Ms***,
We certainly apologize if there has been any miscommunicationYour account is closed, and not accessibleAs to the account opened in 2013, as we've explained it was opened using your information, including name, email address and phone numberAs there was no payment information associated with the account and no transactions attempted,there would be no reason for us to verify that informationAgain, that account has been closed as wellAlso, there is no capacity for us to restrict access to our site based solely on a name aloneAs we've said, it is not within our policies to restrict someone who happens to share your name from signing up for a Xoom account, despite the likelihood of another individual having your nameXoom is fully compliant with all state and federal laws and regulations regarding the safety and security of our customersXoom employs proprietary risk systems that go above and beyond industry standardsWe are of course very sorry to hear that your sensitive information had been stolen however, that was not in any way related to XoomFor more information on security and privacy please see our privacy policy at https://www.xoom.com/privacy-policy as well as our user agreement at https://www.xoom.com/user-agreement
Final Consumer Response /* (4200, 11, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting to be disqualified from sending or receiving money transfers with Xoom ("Disqualified Xoom User") for lifeThis service is offered by themI do not see why they cannot assist me in my request when they know my personal information has been used in their business without my consentIf my information is compromised or used to send or receive funds I held Xoom corporation responsible as I will not ever use their service due to their poor business practices that including charging me again for a service paid six years ago

Initial Business Response /* (1000, 5, 2014/03/14) */
Dear Ms***
Thank you for taking the time to share your concernsI sincerely apologize for any inconvenience and understand this type of experience can be frustrating
Payments made with a bank account take 1-business days
to complete as part of bank processingAs has been your experience, in 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 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 occurringAs you mentioned, there was a payment issue with one of your recent transactions
According to our records, when you contacted Xoom, the agent you spoke with provided you a coupon code for a fee-free transaction and suggested that you send using a debit card, since funding for debit cards is always immediate and it appeared there may be an issue with the payment source you were using
While it is unfortunate that there were insufficient funds to complete your transaction, Xoom will not be able to reimburse you for the bank fee you mentioned in your complaintAll of your recent transactions have been cancelled, and refunds have been processed by XoomThe timeframe for refund is an entirely automated process that is unfortunately beyond our controlAgain, we apologize for the difference in experiences and greatly appreciate you taking the time to share your concerns

Initial Business Response /* (1000, 5, 2015/12/21) */
It can take some time to process rejected transactionYou refund was issued on 12/8/and you should have received it within a few business days
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
Very disappointed in how this was handled and why it took several weeks and escalation to Revdex.com to resolveYour customer service team at no point offered any solution or attempt to help me fix this

Initial Business Response /* (1000, 5, 2015/12/28) */
We appreciate your concernIn cases where incorrect account information has been submitted, it can take some time to obtain a reversalWe 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, 2015/01/15) */
Thank you for your feedback. Our fraud team has been forwarded your request and they will follow up with you shortly.

Initial Business Response /* (1000, 5, 2014/08/19) */
One of the members of our Fraud team is currently working with you on this matter.

Initial Business Response /* (1000, 5, 2014/12/09) */
Thank you for your feedback. We do apologize for the inconvenience. You are correct, your recipient absolutely should have received USD and not PHP. However, it is always subject to availability of USD on hand. For higher dollar amounts...

it's sometimes advisable to pick up at a bank location such as BDO. We've refunded your fee, and sent you something extra for the inconvenience. Thanks again for letting us know.
Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your quick response on this matter. I am now resuming my business with Xoom. I am using the same service and will ask my fiancee to pick it up at the bank(BDO) instead of Cebuana, just like what Xoom has suggested. I hope it works this time.
Thank you also for the Revdex.com for making this thing happen!

Initial Business Response /* (1000, 5, 2014/12/16) */
We apologize for any confusion. However, the request for documents was to satisfy a regulation of the State of Arizona which mandates documents to be collected whenever $1000 or more is sent. Secondly the 1-4 business days related to...

payment processing.
Initial Consumer Rebuttal /* (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 times. There is nothing that states that in the state of Arizona there are additional requirements for sending more than $1,000. 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 transfers. In summary there are two things at issue here...
1. Processing time states 15 minutes, 5 minutes, but never 1-4 days. The website needs to have a disclaimer that states it can take 1-4 days.
2. When entering an amount that exceeds $1,000 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 email. I received an email confirming my transfer and then another email saying that more information was needed. Once I sent the necessary information I received nothing in response but rather had to call to confirm if my information had been received. At that time I was told that everything was good and that the transfer would happen immediately. I 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 hold. I called and was asked a series of questions about my past to verify. Once that was complete I was once again assured that the money would immediately be processed. There was no email confirmation however. I called again the next day and was finally told that it can take 1-4 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 sooner. This 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 suffering. I am sure that I am not the first nor will I be the last person who is deceived by the lack of truth in advertising. I want to protect others from the same deceit. Please reimburse me my $1154 for lost time and for deceit in withholding information pertinent to your money transfer services.
Final Business Response /* (4000, 9, 2014/12/29) */
There are two separate issues regarding your complaint. First, the Arizona limits are available on our site: https://www.xoom.com/sending-limits
The second issue is actually about payment processing. Payments made using a bank account actually take 1-4 business days to process. This is normal for ACH payments, which are not proprietary to Xoom. We 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 payment. We'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 transaction. We're sorry that this caused you any delay and inconvenience.
Final Consumer Response /* (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 money. Your competition is able to follow through on their promise of how long it will take and does not advertise falsely. I 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 money. Otherwise the website continues to be misleading and your customer service reps are not trained well enough to provide accurate information. This 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 /* (1000, 5, 2014/02/04) */
Sir,
With regards to payment processing we state the following on our site:
"Choose "Pay with a Bank Account" to use the eCheck funding method. Xoom will verify your account with your bank and make an electronic withdrawal from your...

checking account. When we have received your account verification, we will forward the transaction to our partner for further processing. eCheck transactions typically take from 1 to 4 business days to clear."
"Xoom moves your money fast, and keeps your security a top priority. Speed 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"
As to the limits we also state the following:
"Xoom Limits
As soon as you sign up, you can send up to $2,999 USD every 24 hours, up to $6,000 USD in a 30-day period, and up to $9,999 USD in a 180-day period. Sending limits are applied to the combined activity of all accounts with the same physical address. For this reason, Xoom recommends maintaining one account per household to more easily manage your sending limit.
Every Xoom transaction is capped at $2,999 USD but you can send up to $25,000 USD in a 30-day period (up to $60,000 USD in 180-days) by supplying additional information to help us ensure a secure money transfer experience while meeting Federal and State regulatory requirements. You will be prompted to provide this information whenever you try to send more than your current limit or you may save time by making arrangements with our Customer Verification team to provide this information in advance. Learn more about sending limits
Higher sending needs may be accommodated upon receipt and review of additional information. To arrange higher sending limits in advance, contact our CCA team at (XXX) XXX-XXXX (within the US) and +X (XXX) XXX-XXXX (outside US).
Per our Privacy Policy, all documentation will be secured, kept confidential and is only used for verification and compliance purposes. Xoom reserves the right to decline requests for increased send limits.
Your recipient may also have limits on the amount of money received. Please refer to Recipient limits for more information about Xoom limits on recipients.
Recipient Country or Partner Limits
In certain cases, there are also limits defined by the country where you are sending money. In some countries, different partners have different limits. "

Initial Business Response /* (1000, 5, 2015/11/13) */
We sincerely apologize for the delay. YES Bank is very much a direct Xoom partner. Our representatives were correct in stating so. The issue was technical in nature and we provided as much detail as possible at the time, though we agree...

it was not enough. However, your transaction has been successfully refunded and we apologize for the experience.

Initial Business Response /* (1000, 5, 2014/08/08) */
Ms. [redacted],
I do apologize if you felt as though we were in any way unwilling to assist you. However, the issue is more related to banking practices that our capabilities. Your funds were indeed handed over to Desjardins Bank on...

7/30/2014. Once that occurs, neither Xoom nor it's partner in Canada have any further claim on the funds. We are not privy to information on how receiving banks process funds to their customer accounts. As a 3rd party, DesJardins will not provide us with updates about the transfer. That is why it takes several days to get updates. In cases such as this, we are only able to initiate a trace on the funds, to which the receiving bank must respond to in order for us to get any update. Different banks have different polices concerning trace requests. In your case Desjardins rejected your transaction for unspecified reasons and a refund is currently in process.

Xoom basically sucks. I sent charity about 800 Dollars gathered from local donations. They didn't sent it by asking [redacted] questions. I 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 thru. So I used western union services after wasting whOle month and request to cancel the transaction. At the phone call they started asked personal question about my relatives. Who 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 relative. Their CS sucks and very rded people there. And the most shocking is this. Someone opened 3 loans on my account this month. I didn't disclose any of my info. Finally found out thathat xoom did fraud on my credit. Anyway I took proper actions and got away from loss..please do not use xoom at all.

Initial Business Response /* (1000, 5, 2015/12/28) */
We appreciate your concern. However, Xoom does not earn interest on our customer's funds. That is simply not true. Regarding your transaction, you sent an amount that was above the $14,000 Mexican pesos pay out limit that we do make very...

clear on our site for the particular location you chose. We apologize for any inconvenience or misunderstanding about pay out limits. As to the refund timing, that is standard for ACH (bank account funded)payments. The 1-4 business day timing is not set by Xoom, but rather is a part of ACH processing.