Xoom Corporation

Initial Business Response /* (1000, 5, 2014/09/16) */
Ms. [redacted]
We do apologize for any misunderstanding, however when you first contacted us to cancel you had requested to cancel transaction XXXXXXXXX, which you placed at 10:05 am PST. Unfortunately, that transaction could not be...

cancelled. The transaction you most likely intended to cancel was XXXXXXXXX which was placed at 8:41 PM PST. In your Revdex.com complaint you also reference XXXXXXXXX which again was not able to be cancelled. Furthermore Xoom's system did not cause the issue. Our site was working as intended. We regret that you experienced some issue in navigating the site's functions as a new user. As a good will gesture, Xoom refunded you the amount of $55.99 on 9/15/14 even though your payment failed, and Xoom did not receive funds from you. Therefore not only did Xoom cover your request for $35 you also received an additional $24.99. Once again at no time was Xoom at fault for this issue.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/05/19) */
We do apologize for any inconvenience. However, the payment had already been submitted prior to the request for cancellation.

Initial Business Response /* (1000, 5, 2015/01/06) */
Mr. [redacted],
It is for your security that we do not update customer's account information by request, nor do our representatives have access to full account information. This is by design, and for the security of our customer's sensitive...

information. Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed. I do apologize if there has been any confusion.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In your response, you state that "Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed."
Could you please tell your customer service department to allow me to do just that? That is exactly what I have wanted to do from the beginning, but Xoom is instead blocking me from logging into my Xoom account. Could you please let me know when your customer service department has been corrected and will allow me to resolve this matter in the way you have recommended. I really do want to resolve this matter but I do not want to put my financial information at risk.
Final Business Response /* (4000, 9, 2015/01/09) */
Mr. [redacted],
It is for your security that we do not update customer's account information by request, nor do our representatives have access to full account information. This is by design, and for the security of our customer's sensitive information. Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed. I do apologize if there has been any confusion.
Final Consumer Response /* (4200, 11, 2015/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the response, Xoom claims that "Logging into your Xoom account and deleting and reentering your bank account information is secure and fully encrypted,and is the only way to make the corrections needed.
That is exactly what I want to do. That would be the logical thing to do, but Xoom is blocking me from reentering my bank information. All that is needed is to add the four digits to the end of the account number to identify it as a checking accoun. It is such a simple solution, but yet Xoom refuses to comply. Instead they want me to pass ** sensitive account information over a non-secure telephone line. I want to resolve this problem, but Xoom needs to come to their senses and allow me resolve this problem without putting my financial information at risk.

The company was trying to ask 45 inane questions (!!!) to verify who I was and the veracity of my coordinates. And wanted to keep my money until I could go back to the US!!!

Initial Business Response /* (1000, 5, 2014/07/09) */
Mr. [redacted],
The transactions in question were immediately captured by our fraud and compliance department and cancelled. Your account was not charged, thus you wouldn't have received a fraud alert from your bank. Our fraud team spoke...

with you and advised you to fill out an affidavit and get a police report so that we could further investigate. We never received either of those documents. You can still contact us and submit those documents.

Initial Business Response /* (1000, 5, 2015/03/30) */
Thank you for your feedback. Please see the below excerpt from our Privacy Policy under the section entitled: Why we Collect Information
"We will retain your account information, including but not limited to your payment source...

information and Personal Information about you, your Recipient, or your Beneficiary, as needed to provide you Service, as required by applicable law, to resolve disputes and to enforce our agreements. Xoom abides by strict security standards, but if you wish to cancel your account and stop using Xoom's Service, contact us at https://www.xoom.com/contact-xoom-customer-service. We will continue to retain your account information after your account is cancelled as required under applicable law, regulations, and rules."

Initial Business Response /* (1000, 5, 2014/09/29) */
Dear Ms. [redacted],
We've investigated your complaint and have confirmed with the partner that the account number you provided for the recipient was a business account. Per policies at the recipient bank, our pay partner was unable to...

complete the deposit to that account and contacted the recipient to obtain a personal account number. The funds were successfully deposited into the personal account number ending in [redacted] on September 11.
We trust this resolves the matter and apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The recipient has not received any money in any of his accounts, Xoom should have returned the money to me and not transfer it if you found a problem with the account number. I need my money back.
Final Business Response /* (4000, 9, 2014/10/06) */
We have provided you a proof of payment along with an explanation from our partner in Brazil.

Xoom is not a company that any individual should go to, if that person expects fast and reliable service. Even if one is a previous client, they still give one the the standard reply of "it takes 4 days for your funds to be cleared by ACH." The customer service representatives simply read off pre-rehearsed replies and do not even try to help resolve issue.

Initial Business Response /* (1000, 5, 2015/10/30) */
We apologize for the transaction delay and appreciate the sender helping us contact the recipient to complete the delivery. We have sent a $25 electronic gift card via email to extend our apologies and have refunded the service fee of...

$17.00 at this time.

Initial Business Response /* (1000, 5, 2015/08/28) */
We thank you for your feedback and assure you that Xoom follows strict guidelines and standards as per federal and state laws and regulations when it comes to the handling of sensitive customer information. Please note the following...

section of the Xoom privacy policy for more information:
We will retain your account information, including but not limited to your payment source information and Personal Information about you, your Recipient, or your Beneficiary, as needed to provide you Service, as required by applicable law, to resolve disputes and to enforce our agreements. Xoom abides by strict security standards, but if you wish to cancel your account and stop using Xoom's Service, contact us at https://www.xoom.com/contact-xoom-customer-service. We will continue to retain your account information after your account is cancelled as required under applicable law, regulations, and rules.

Initial Business Response /* (1000, 5, 2014/11/17) */
Mr. [redacted],
The issue you describing is related to how credit card issuers categorize the money transfer industry. Money transfers are considered to be "cash advance" by credit card issuers and some banks may choose to charge a cash...

advance fee for money transfers. Xoom does not impose this fee, nor does Xoom collect these fees or have anything to do with the fees themselves. The fees are imposed and collected by card users banks. Xoom does notify customers on the site that banks may have additional fees when using a card to fund a Xoom transaction. We're of course sorry to hear that your bank charged you additional fees, however that was not done at the request of Xoom.

Initial Business Response /* (1000, 5, 2015/11/25) */
We thank you for reaching out to us. After investigating, we've discovered that there was a system issue on our Colombian payment partner's end. This caused your recipient to not be able to claim the funds, as you mentioned. The issue...

also caused the transaction to be incorrectly shown as complete. We have successfully cancelled and refunded your transaction. We apologize for the inconvenience caused by this technical issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted consumer banking fraud an office of the Federal government and as soon as they questioned Xoom the recipient was immediately paid, There was no computer error. I will not use Xoom again and would not advise anyone else to use this service. Please Close The File?
Final Business Response /* (4000, 9, 2015/12/03) */
We thank you for your feedback, however it was for the record a technical issue and we appreciate it being brought to our attention.

Initial Business Response /* (1000, 5, 2015/02/03) */
Ms. [redacted],
After an initial compliance issue, your account has been cleared and you are free to send money. We apologize that issue was not resolved more quickly and efficiently.

Initial Business Response /* (1000, 5, 2014/03/10) */
Our Customer Verifications and Compliance department is currently working to resolve the issue. Xoom's privacy policy only allows us to communicate directly with the named account holder in such cases. We apologize for any inconvenience....


Final Consumer Response /* (2000, 7, 2014/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/23) */
We apologize for any inconvenience. However, our advertising is completely factual. The experience you had was related to payment processing. 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 reasons such as a prior payment issue, changes 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 Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you have to mention the same in your advertisement also, that in some cases the payment processing may take longer upto 1 to 4 days. Educate the customers about your services, dont mislead customers with your advertisement which says - send money to india with our participating partner banks in india with in 4 hours. And for your kind information I had been a banker for 10 years now, 9 years in india and past 1 year in usa so I understand banking and its process.
Instead of apologizing, take corrective action and change verbage of your advertisement, to stop misleading any other customers.
Final Business Response /* (4000, 9, 2015/11/30) */
Thank you for the feedback, however our advertisements are true. As we mentioned, for most every transaction we make payments on our customers behalf while payment is pending which results in the the advertised claims. All transactions are subject to review, and at times we must await full payment before submitting the transaction for payout to a recipient. In those rare cases, once payment is received the time frame claimed in our advertisements still holds true. We do offer this information on our site.
Final Consumer Response /* (4200, 11, 2015/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Anyways you guys dont want to accept that your advertisement is misleading so it fine..you guys dont care about customers...this shows only your rigidness and unfriendly attitude towards customers. Anyways I dont have time and energy to argue with you guys anymore, I ve already made my point. Enjoy your monopoly. All the best to educate customers about your best misleading business practices.

Initial Business Response /* (1000, 5, 2014/05/19) */
I 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 /* (2000, 7, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/08) */
We apologize for the inconvenience. The transaction was cancelled for verification and compliance reasons. As to the payment you're referencing, that is actually an authorization hold which we voided. No funds were actually collected by...

Xoom, however an authorization may still be shown by your bank as a charge. Authorization holds are usually dropped by banks within a couple of business days after payment is not made, and then the funds become available again.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ideally in such situations when xoom.com has to verify the person due to compliance reasons then till than xoom.com shall not process the funds out of their clients account. but if still their is a need to verify then xoom.com shall process only $1 to ensure client provided valid details. and then take a decission to debit the customer mentioned amount.
Final Business Response /* (4000, 9, 2015/07/14) */
Thank you for the feedback. The $1 authorization you refer to only establishes whether the account is active. A pre-authorization prior to settlement for the total amount is common banking practice for debit and credit cards. It is the delay in settlement that shows that we did in fact wait to ensure that the transaction was valid.

Initial Business Response /* (1000, 5, 2015/03/06) */
Mr. [redacted],
We of course regret the inconvenience this delay caused. The nature of the delay was technical and it prevented us from cancelling your transactions as well. However, your transactions are now complete. If there were any...

fees associated with the delay in payment that affected you we will gladly review them and compensate you at our discretion.

Initial Business Response /* (1000, 5, 2015/04/08) */
We thank you for the detailed faxed information. We do show that the refund was successfully executed on March 1, 2015. We have emailed you the transaction reference ID which your bank can use to track down and apply the credit to your...

account. We've also offered to participate in a conference call with your bank to assist them in tracing the refund and crediting your account.
Final Business Response /* (4000, 8, 2015/04/16) */
In our last email to you on April 9, 2015 which you have not responded to, we provided instructions on how to escalate the matter to your bank manager. As previously stated we would be happy to work with your bank manager to assist in tracing the credit. As of this time we have not received contact information for your bank manager, nor have we received any follow up based on that escalation. Again, we are very willing to assist you in this matter.

Initial Business Response /* (1000, 5, 2014/10/22) */
Mr. [redacted],
Thank you for bringing your claim to our attention. One of the members of our fraud team is investigating the matter and will be working with you directly to resolve the case.
Initial Consumer Rebuttal /* (3000, 7,...

2014/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Xoom still saying the same thing but they still keeping my money ; I whant my money back !!!
Final Business Response /* (4000, 9, 2014/10/29) */
On October 24, 2014 we spoke with you by phone and explained that we were going to issue a refund, and the refund process. Therefore the statement that Xoom is withholding your funds is untrue.