Xoom Corporation

Initial Business Response /* (1000, 5, 2014/07/07) */
We were notified of the issue on July 4, 2014 and we responded on the same day with instructions on how to proceed. We have not received a response as of this time. We resent the same email on July 7, 2014 and we are currently awaiting a...

response.
Initial Consumer Rebuttal /* (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 2 different emails. That was Tue, Jul 8, 2014 at 8:29 AM. I didn't think it was pertinent to my case since it was info they already had. I've been using their service since September of 2012. The information they asked for was my name and address and account I use to transfer funds... all info they clearly have. Regardless I filled out their form. It is now Monday July 14th and I have yet to hear a peep. I 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 /* (4000, 14, 2014/08/01) */
Thank you for the feedback. The representative handling your case has reached out to you.

Initial Business Response /* (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 prohibited. It...

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 you. If 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 account. You can contact our compliance department directly at XXX-XXX-XXXX or via email [redacted]@xoom.com
Initial Consumer Rebuttal /* (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 further. What ever they are mentioning on the reply is not aligning with the Best Practices should follow with the customer. This 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 mine. Otherwise 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 /* (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 /* (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 personal. Thanks very much for addressing my issue to Xoom. Appreciating all your efforts on this.

On May 10th I made a payment of $500 plus $7.00 total $507 to transfer $500 to India to Ms Amber [redacted] to pay college fee for my daughter .as per website it takes four hours .few hours of one payments I started getting email from xoom customer service ,your transaction is on the way later transaction ton is complete. I CALLED INDIA to check money was deposited in the college ,to my surprise they did not receive the payent even after 10 Hrs of my apical ion aND payment onine $507. I called xoom customer service they told me to get bank statement from the recipient bank to verify money is not recieved. Again I called India and ask to get the passbook updated with date and time on it to prove No Mone is recieved .I got the same and forwarded to xoom.com. then I was told this is not bank statement it is a passbook we need statement from recipient bank. I explained them passbook is also statement, ,then supervisor came online and told me ,we are investigating we will get back to you after few hours .they never called ,I called several times same answer next day I thought transaction must be completed by now ,I called India No money in account , then I called to cancel the transaction and refund my money.now they are making excuses. I never had problems before not sure why this time . I need my money back , I got a call from customer service at 3 am.I am a heart patients got scared something bad happened who is calling this late at night took the call it was xoom customer service we r sorry your recipient bank info is.not correct. Please get the information .I told him to cancel this transaction a d refund my MO ey .he told me to cancel the transaction from your bank. As per there website money back guarantee is there .I was harassed made four calls to India got unnecessary call at 4 am .I need my money back aND blacklist this company in doing international business .I was accused by my family for lying not transfered aNY money.please help my refund.I dot trust them aNY more. Thankyou. [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
Mr. [redacted],
We appreciate you bringing this to our attention and for the feedback. We apologize for the way in which your case was handled. Although as I'm sure you can understand we have to enforce certain compliance regulations,...

such as the limit that required an ID. We 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 processed. We're going to work with the representatives involved in your case and ensure that this does not happen again. As of now your account is free to use and sending to your friend would not be an issue.

Initial Business Response /* (1000, 5, 2014/06/03) */
Mr. [redacted],
Xoom no longer uses coupon codes, though you did successfully use a legacy code that is still accepted for your May 28th transaction. Therefore Xoom will not be granting you any further coupon-based discounts.

Initial Business Response /* (1000, 5, 2015/09/02) */
We apologize for any inconvenience. There was a technical issue that caused the transaction to be cancelled. You were not charged for this transaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/04/22) */
Mr. [redacted],
We do apologize if there has been any confusion or misunderstanding concerning compliance practices at Xoom. Xoom fully complies with all state and federal laws, regulations and compliance requirements. Xoom also complies...

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

Initial Business Response /* (1000, 5, 2014/02/19) */
Dear Ms. [redacted],
Thank you for sharing your concerns. Xoom 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 paid. The check will arrive in 5-10 business days.
Final Consumer Response /* (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 /* (1000, 6, 2014/12/09) */
We're of course sorry to hear that you mis-dialed our number. However, it's generally accepted that you may need to dial a 1 when calling an (800) number or numbers outside your local area code. However, cell phone carriers often do not...

require dialing a 1. The number displayed on our site is true and correct.
Initial Consumer Rebuttal /* (2000, 8, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/15) */
Thank you for the follow up. Our fraud investigator you've had prior contact with will contact you to help resolve the issue. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
My credit union where my account was compromised by Xoom.com informed me that a partial credit had been applied to my acct. on June 17th, 2015.
The outstanding balance of $561.95 remains to be credited.
I have not been contacted in any way by Xoom.com.
Fraudulent withdrawls by Xoom.com began in March of 2014, with smaller charges of less than $100 and ramped up to April 27, 2015 of $1,799.97., resulting in 3 transactions in one day, thus overdrawing my account with penalties imposedover draft fee's etc.
Xoom.com is nefarious in their pursuit of avoiding financial liability to those who have been defrauded through no fault of their own.
I have been repeatedly lied to by the rep handling my case.
Their call center in India is an abomination when it comes to basic english language communication.
Final Business Response /* (4000, 9, 2015/07/02) */
Mr. [redacted],
We apologize for any miscommunication. The remaining total has been issued to you as a check which is in process and will be sent to you as quickly as possible. We've just had our fraud specialist who is handling your case contact you today to further explain the process. Once again, Xoom seeks to resolve your case and make you whole in it's efforts to combat fraud.

Initial Business Response /* (1000, 5, 2014/11/03) */
Information concerning acceptable use is available throughout the site. Furthermore, it is apart of the user agreement which you confirmed that you read and understood upon sign up. Our acceptable use policy is clearly stated in that...

agreement. We can assure you your account information is secure. You are of course free to send other transactions to a different recipient at any time.
Initial Consumer Rebuttal /* (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" means. If it was in the fine print, I missed it. I just hope the bank info is secure. I will not use them to transfer any moneys.
Final Business Response /* (4000, 10, 2014/11/10) */
Your information is indeed secure.

Initial Business Response /* (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 information. Regarding the processing of your recent...

transactions, payments made with a bank account take 1-4 business days to complete as part of normal bank processing. In most cases, we make the transaction available to your recipient before payment processing completes as a benefit to our customers. Sometimes 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 region. We take these steps to ensure your account is safe and that fraud is not occurring.

Initial Business Response /* (1000, 5, 2014/06/17) */
I am sorry for any inconvenience you've experienced regarding your recent transaction. Although it's not our most common, or ideal customer experience when we have to wait for payment to be received before we can complete the...

transaction, I can assure you that there are no ulterior motives behind it. It is simply a case of needing to wait for payment. Xoom does not withhold customer funds. as we do not have the capacity to do that. We also do not have the ability to alter the exchange rate once a transaction has been submitted. Your transaction will be completed as soon as possible.

money transfer

Initial Business Response /* (1000, 5, 2014/06/27) */
Ms. [redacted],
This case is directly related to a collections issue due to a failed payment. We made an exception to our normal process in allowing you to pay by debit/ credit card. Your account has since been unlocked and you can send...

without issue.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I advised your company that the payment won't go throught because the bank account I was using was compromised due to identity theft. My main bank froze my checking account and I VERY WELL INFORMED YOUR COMPANY about the situation (Please check the history in Febuary). I gave you a different checking account, a NEW ONE and specifically told you to use this new checking account I provided. But no, you did not do that but instead still charged the old account, resulting of the payment not going through. I fixed that issue even before it happened. Your company failed to release the hold for three consecutive months (March to May), even after I fix the bank issue in February. My question to you, why was my account still on hold in March, from which I do not owe your company a cent in February? Please answer this.
Final Business Response /* (4000, 9, 2014/07/01) */
Ms. [redacted],
Again, we thank you for attempting to be proactive regarding the initial failed payment. However, we do not have the ability to add or remove payment information from customer's accounts. It is the customer's responsibility to manage the addition and removal of payment source information. Your subsequent scheduled transactions failed because you did not initially remove your closed account information and add your new bank account. Again, your account is current and is open for use.
Final Consumer Response /* (4200, 11, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You said that your company has no ability to manage client's accounts and it is our responsibility to manage it ourselves and now my account is up and active right? I absolutely did not change, delete nor add any bank accounts myself recently because I did that already way back in February. So who updated my account then? Because it was not me. [redacted], your customer service Rep told me over the phone (about2-3 weeks ago) that she updated my bank account information, took off the restrictio and that my account is now ready for use.
To go back in February, Joel one of your agents, took my call and accepted my new checking account.I was told that this new checking account I provided him would replace the old one. So, you have the ability to add new checking accounts over the phone, with a live person but not delete accounts? This does not make any sense.
I am really trying my best to understand why my account was not allowed to remit money for 3 consecutive months knowing that you have my updated checking account already set in place way back in February, from which this same account was used for that February's transaction? I need more clarification.

Initial Business Response /* (1000, 6, 2015/11/23) */
Ms. [redacted],
Please note the following statement concerning credit/ debit card refunds: "Refunds typically reach the customers account two to 30 days after the merchant issues them. This varies by issuing bank."
We have...

confirmation that the refund was successfully issued on 11/6/15.
We have been in contact with representatives from your bank's payments departments who can assist in tracking the transaction. We recently contacted you to attempt a conference call with the bank and have not since heard from you. Most likely the refund has posted to your account, but if the it still has not, our offer to assist is of course open.

Initial Business Response /* (1000, 5, 2014/04/14) */
Mr. [redacted],
We apologize for any inconvenience. However, credit cards/ debit cards are authorized for the full amount at the time of the transaction. As soon as we determined your transaction was to be cancelled we voided the...

authorization. Please know that Xoom did not charge you for the transaction and the authorization will be dropped by your bank or card holder and the funds released to you.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Who is going to pay for my long distance phone call ...they put me on hold for about 45 min....the money was credited to my account 2 days later ..and I had to find money somewhere else..
Final Business Response /* (4000, 9, 2014/04/21) */
We do apologize if it took sometime to review your transaction and the payment. However, Xoom is not responsible for the decision to make an international call. The authorization was a standard credit/ debit card process. We also offer 24/7 email support as well.

Initial Business Response /* (1000, 5, 2014/02/28) */
Mr. [redacted],
I do apologize for any inconvenience. We have received a good copy of the recipient's bank statement and because of that our partner was able to clarify the error and the balance will be deposited within the next...

business day to your recipient's account. Our customer service team has contacted you via email with an update as well.
Final Consumer Response /* (2000, 7, 2014/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, took 14 days to believe me "the customer" that there was a mistake with the transfer, customer service was horrible....
Thank you
[redacted]

Initial Business Response /* (1000, 7, 2015/09/21) */
Thank you for your feedback. We certainly understand your position. Please know that sometimes we must wait for full payment before we can complete a transaction. We realize that sometimes issues with payment can occur, however those...

issues once resolved may affect our ability to payout prior to receiving full payment. The return to a more typical experience may come with a re-establishment of timely payment.
Initial Consumer Rebuttal /* (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 days. The 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 one. Or when talking to one department, and asking to speak to a supervisor there is transferred to a different department. Xoom shows an address in San Francisco as company headquarters. When 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 funds. They 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 /* (4000, 11, 2015/10/01) */
Mr. [redacted],
Once again we do apologize for any inconvenience. However, as we mentioned our advertising is factual, but at times full payment must be received prior to payout to your recipient. Your recent Xoom transaction was completed almost instantly.
Xoom is headquartered in San Francisco. Our customer service phone representatives are located abroad. Our representatives are fully fluent in English. As such there is English language support available 24/7 for our customers.
Xoom abides by all U.S. laws and regulations. Though there is no such law that guarantees access to a U.S. based support representative, our Headquarters staff will always gladly help resolve customer issues either by phone or email. On 9/28/2015 we contacted you by phone from Headquarters but you were unavailable to discuss the matter. We emailed you a direct contact number as well and have not heard back from you. Again, 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 /* (1000, 5, 2015/10/30) */
Due to a technical issue within the Indian banking system, the transaction was not completed as expected and we sincerely apologize for the delay. We are pleased to advise the funds have been deposited at this time. We have also sent a...

$25 electronic gift card via email to extend our apologies.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)