Xoom Corporation

I am completely astonished that xoom can suddenly cancel a transaction. They can break a contract at their discretion. They do not honor a business contract. I placed my order and it was cancelled without any justification or explanation. They play a game with your money. If the exchange rate decreases they quickly cancel your transaction and lower their rates so they do not lose profits. If the exchange rates increase, they are in no hurry to raise their rate. I am documenting the way they execute their business. I believe there is some element of deceit and fraud.
I asked customer service reps when do the exchange rates change and they told me when management decides. They constantly repeat that you need to look at the rate and fee page.

Initial Business Response /* (1000, 5, 2015/10/13) */
We regret that a technical issue delayed your transaction until now. However, we have received word from YES Bank that although the issue was resolved your transaction was not able to be processed and was rejected. We have initiated a...

refund. We apologize for the experience and the inconvenience.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got the refund, it would have been nice if they refund it when I ask first time. Dragging it for more than 10 days does not look good.

Bad experience, Xoom claims $6 to send money to Honduras, but they charged me more than $10 using my debit card. Then they send the money to the wrong bank and refused to change the pickup location to Banco Atlantida. If you need a refund they took more than 30 days a few years ago.

Initial Business Response /* (1000, 5, 2015/02/11) */
Thank you for bringing this to our attention. Unfortunately, the transactions were canceled as they were deemed commercial in nature and are not authorized per our User Agreement. At this time, we have initiated a credit to the bank...

account on file in the amount of $62.50 and apologize for any errors made regarding the payment processing status at the time of the cancellations. We also would like to extend our apologies for the failure to call you back in January. We will be following up directly with the customer service agents involved to ensure this does not happen again.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for settling this matter. Maybe I will do business with this company again now that they apologized and refunded me.

I have been XOOM customer since 2010. Excellent service and great exchange rates. Never had any problems. They increased my 30 day limit to $25,000 without giving any trouble. I would recommend it to all. Signup via below ink to receive a $25 AMAZON GIFT CARD bonus after your first successful transaction of $100 or more
[redacted]

Initial Business Response /* (1000, 5, 2014/08/11) */
Mr. [redacted],
We are sorry to hear that you were a victim of fraud. However, I can assure you that our security systems allowed us to catch the issue and cancel the transactions. You were not charged for any of the unauthorized...

transactions that were made.

Initial Business Response /* (1000, 5, 2015/03/09) */
Xoom does not accept ATM cards, however we do accept debit cards which do not require a PIN to use. With regards to your specific complaints Xoom never received the completed affidavit as requested. Furthermore the transactions in...

question were determined by us to be fraudulent and they were cancelled and were not paid out. The charges were reversed on 3/2/15.

Initial Business Response /* (1000, 5, 2014/07/07) */
Please note this issue has been addressed and we will fulfill both sender and recipient.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since...

business agreed to pay. I accept the response.

Initial Business Response /* (1000, 5, 2014/05/29) */
I sincerely apologize and understand this can be frustrating and am happy to try to explain. 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. Again, I apologize for the difference in experiences and greatly appreciate your feedback.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response however the reason you provided did not address the real issue. In a regulated industry you need to disclose all the situations upfront. What is the difference between Xoom which advertises 4 Hr transfer with the help of big celebrities but it still takes the same time as the other company. The other companies are not misleading the customers like Xoom. It's up to you but as a customer this seems like fraudulent and misleading.
Final Business Response /* (4000, 9, 2014/06/03) */
Hello,
We thank you for your feedback. We are very up front in stating that the normal experience with Xoom is 4 hours. That is true for most every Xoom transaction despite the fact that the actual funding for ACH transactions can take a few days. For transactions deposited within the four hour time frame Xoom is able to deposit ahead of funding from the customer's bank account. At times for security and risk related purposes we must process a transaction using standard ACH timetables. Again, the usual experience is four hours and not days. We do state the ACH funding process in writing on our site as well. Our advertising is correct.

Initial Business Response /* (1000, 5, 2014/03/26) */
Thank you for taking the time to share your concerns.
We are sorry to hear that your credit card company has charged you an additional fee. When sending a transaction using a credit card, customers are notified that the customer's...

credit card company may charge additional fees.
When choosing a payment method, there is a message to customers that states, "Your credit card company may charge additional fees." Additionally, when entering the credit card information, customers see a large text box that states:
"Things to know about Credit Cards:
*Pay with a bank account instead - it's safe, a better value, and usually as fast as a card.
*Your credit card company may charge a cash advance fee for money transfers."
We also provide this information to customers in our user agreement:
"Xoom is not responsible for any fees or charges that may be imposed by the financial institutions associated with your Payment Instruments. For example (without limitation), some credit card issuers may treat the use of your credit card to use the Service as a "cash advance" rather than a purchase transaction, and may impose additional fees and interest rates for the transaction. Xoom is not responsible for any non-sufficient funds charges, chargeback fees, or other similar charges that might be imposed on you by your bank, credit card issuer, or other provider."
While we are sorry to hear that your credit card company charged a fee, this charge was not made by Xoom, and Xoom will not be providing a reimbursement for the fee. We appreciate your feedback and will take it into consideration when making future site improvements.
Initial Consumer Rebuttal /* (3000, 8, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business's response because it simply is not true that that customers are notified that the customer's credit card company may charge additional fees and that the transaction will be seen as a cash advance.
In order to prove this out, I returned to xoom.com a moment ago and went back to the user interface where one can fund the transaction with a credit card. You can see what I observed here: https://[redacted]
(I have grayed out my recepient's and my personal information)
Notice on the payment page, I have the option to fund with the credit card. I could have used the coupon link at the bottom to apply a coupon that would have erased the $13.99 credit card fees. However, no where on the screen was I advised that this transaction would be seen as a cash advance and that there would be a CC fees.
Also notice on the final review page, there was not a single mention of what the business claims.
Again, I insist this is deceptive practice and that Xoom should correct it in their user interface.
Also, the middle ground solution here is for xoom to cancel my credit card transaction (which would refund me my fees) and fund the transaction through my bank account.
Final Business Response /* (4000, 10, 2014/03/28) */
Dear Mr. [redacted],
Thank you again for sharing your feedback. As previously stated, customers are notified on numerous locations across the Xoom website that using a credit card may result in additional fees from the credit card company. We have attached several screenshots illustrating where this is visible to customers when choosing a payment source, entering credit card information and on the review page. This information is additionally available in our user agreement.
While we are sorry to hear that you were charged a fee by your credit card company, transactions that have been completed can no longer be cancelled. Xoom will not be providing reimbursement for the credit card company's fee. Thank you again for sharing your feedback.
Final Consumer Response /* (4200, 13, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure what interface the business is referencing in their attached file (CCSend1.zip) because the user interface they share (that gives a forewarning re: money transfer being seen as a "Cash advance") is NOT what I saw when I login.
I have shared screenshots of xoom.com of what I saw (https://[redacted]) during my money transfer process and notice no where on any of the money transfer process was I ever given a forewarning.

After being a Xoom customer for a few years, without reason, Xoom blocked me from transferring money to a family member that had a medical emergency. After several attempts I am still block.
My Family member is very sick and needs medical attention.
I am very disappointed, Xoom corporation is making Paypal Inc. look pretty bad.

Initial Business Response /* (1000, 5, 2014/04/18) */
Mr. [redacted],
We do apologize for any inconvenience. The issue you are encountering is due to the fact that you are attempting to use a non-US based payment source to fund your transactions. Xoom currently does not accept International...

payments.
Initial Consumer Rebuttal /* (2000, 7, 2014/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/04/07) */
We appreciate your concerns about Xoom no longer accepting pre-paid cards and apologize for any inconvenience. Our reason for no longer accepting these cards is based on the high-risk of fraud that these types of cards present. As...

pre-paid cards do not have a verifiable means of identifying the card holder an increased and unacceptable risk of fraud or money laundering becomes more apparent. Given the highly regulated environment that a business such as Xoom operates in, we've decided that it was simply not in our best interest from a business standpoint to accept pre-paid cards as a payment source any longer.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We, recipients of money from the United States Department of Treasury were given this option (this link)
http://[redacted]because the United States Government believes this to be the most secure payment option. You, xoom.com, are saying that it is [redacted] security. Who are you getting this information from? Are you sure you aren't just mindlessly abusing social security recipients, because that is the only concise summary of your actions. Your every response has been giberish and unfounded. Where was this decision published? When was this decision made? It looks like an employee just typed it in to abuse people.
Final Business Response /* (4000, 9, 2014/04/14) */
Mr.[redacted],
Once again, we regret any inconvenience. However, we must stand by our decision. An email was sent on February 26, 2014 to all customers who have a pre-paid debit card as payment source notifying them of our decision.
Final Consumer Response /* (4200, 12, 2014/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In early Feburary I met a group of people in Argentina whom claim to be "retribution," a group of Americans from Oregon and a couple French people. They said they would show me a way of sending/receiving money in Argentina, but they were going to shut it off to me at the same time. Why are your company's decisions being made by a group of people dedicated to hate? How is this not outside negative influence over your company? Why won't you just allow Direct Express cards then? Direct Express cards are from the Social Security office and the Department of Treasury and Comerica Bank. It does not get more secure. None of your responses are making any sense. This is like the grocery stores that don't accept food stamps, or the check cashing places that don't cash native american funds. Is there a supervisor or something that can allow United States Federal Benefit Cards (like Direct Express) to be approved for xoom.com you could send this to?

Initial Business Response /* (1000, 5, 2015/10/05) */
We're sorry for the inconvenience. However, our advertising is correct. You can send up to $2,999 to the Dominican Republic for $4.99, however that rate is for payout in pesos. The fee is made completely visible throughout the send...

process. But, we want to make our new customers happy, so we've refunded the difference as a courtesy.

When Xoom was not part of [redacted], They did not charge so much for sending Money. [redacted] is ripping old customer with this fees and Besides the are still making money on the currency exchange. Embarrassing from [redacted]. Xoom used to charge $4.99 up to $2,000 and pay the actual currency exchange.
For example. With [redacted] they charge $7.99 from $101 and up to $200 plus in my country the actual currency exchange rate is $1 = L.23, [redacted] exchange it to L. 22.84 so now Paylpal is charging $7.99 plus $1 = $8.99 the double charge that Xoom used to charge.
I hope another company makes competition and get their business from [redacted]. I hope. I will stop using this service for ripping people off.

Initial Business Response /* (1000, 5, 2015/04/28) */
Our apologies for any misunderstanding. However, Xoom did not initiate the second transaction. That was submitted by you via the Xoom app. It appears that you utilized our Quick Send feature to send a follow up transaction to the same...

recipient. We are sorry but we were not able to recall the funds once they were deposited into the recipient's account. You could ask the recipient to send the money back to you. Xoom will gladly review any fees associated with that transfer.

Initial Business Response /* (1000, 5, 2014/07/08) */
We have a received a proof of payment from our partner and the signature matches your recipient's signature from a previous transaction. The funds were paid to the correct recipient.
Initial Consumer Rebuttal /* (3000, 7,...

2014/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a copy of the proof of payment with the signature
Final Business Response /* (4000, 9, 2014/07/10) */
The proof of payments have been submitted to you.

Very un professional
"It is inadmissible that after two weeks the money has not arrived to the destination party. In the meantime your company has not even sent a communication to inform us of any problems with the transaction.
You have created serious problems for us by not completing the transaction in a timelly way and above all by not informing us of the delay.
[redacted] one of your supervisors offred today that you will return the transaction fee to our bank once the transaction is completed.
His estimated time for completion is May 11th, that is 14 days , that you have had my money.You take advantage of the clients in such a manner that you should be exposed."
They are adamant that they cannot return my money, and offer no solution.

Initial Business Response /* (1000, 5, 2015/03/24) */
We apologize for any lack of explanation on our part. I can assure you that was in error.
However if you refer to section 6 part G of the Xoom User Agreement, which you agreed to upon sign up you'll note that Xoom cannot be used to...

fund charitable organizations and that is why your transactions were not able to be completed.
"You may not submit or receive a Transaction (i) on behalf of any other person, (ii) on behalf of a business or other non-human entity or (iii) on behalf of a charitable organization"

I sent two transactions using Xoom to Australia, the account number was incorrectly inputted, one of the transactions was refunded after I contacted xoom, however, the other one is still to be refunded, it's been a month and the money is still in limbo. Xoom claims the partner in Australia needs to verify the funds are not on the account, I have contacted xoom about 10 times and they claim to email and call the partner but nothing comes of it.