BBB Accredited Business since

Xoom Corporation

Phone: (415) 777-4800 Fax: (415) 777-8690 View Additional Phone Numbers 425 Market St. 12th Floor, San Francisco, CA 94105 View Additional Email Addresses http://www.xoom.com


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Description

This company offers US outbound online money transfer service to friends and family members.



BBB Accreditation

A BBB Accredited Business since

BBB has determined that Xoom Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Xoom Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 193 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

193 complaints closed with BBB in last 3 years | 59 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 48
Billing/Collection Issues 26
Delivery Issues 11
Guarantee/Warranty Issues 2
Problems with Product/Service 106
Total Closed Complaints 193

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Xoom Corporation
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 10

Additional Information

BBB file opened: June 01, 2001 Business started: 05/01/2001 Business started locally: 05/01/2001 Business incorporated 11/28/2012 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Business Oversight
1515 K Street Suite 200, Sacramento CA 95814
http://www.dbo.ca.gov/fsd/licensees/default.asp?flag=1&srchtyp=contains&licstatus=active&busname=&id=
Phone Number: (866) 275-2677
Natalie.Rios@dbo.ca.gov
The number is 2228.

Type of Entity

Corporation

Business Management
Mr. Frank Walter, VP of Customer Operations Ms. Liz Coleman, Customer Service
Contact Information
Principal: Mr. Frank Walter, VP of Customer Operations
Number of Employees

300

Business Category

Money Orders & Transfers Financial Services Currency Exchange

Service Area
This business service area covers: Internationally
Alternate Business Names
Xoom, Inc Xoom.com

Customer Review Rating plus BBB Rating Summary

Xoom Corporation has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 425 Market St. 12th Floor

    San Francisco, CA 94105

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/26/2016 Problems with Product/Service
5/26/2016 Delivery Issues
5/24/2016 Billing/Collection Issues
5/24/2016 Delivery Issues
5/17/2016 Delivery Issues
5/15/2016 Delivery Issues
5/12/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service
4/10/2016 Problems with Product/Service
4/9/2016 Problems with Product/Service
4/4/2016 Problems with Product/Service
4/1/2016 Billing/Collection Issues
3/25/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues
3/14/2016 Billing/Collection Issues
3/14/2016 Advertising/Sales Issues
3/7/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hidden Charge of $1.00 not indicated on my credit card transaction. I had AIR & HEAT HOSPITAL, INC to come out and repair my heating unit. They charged $79.00 and 729.00 for repairs. There was an additional charge of $1.00 that did not show in my transaction dated 18 Jan 2016. The transaction showed on my card issuer's transaction, same day. I had no knowledge of an organization named XOOM. Consequently, my current credit card was deactivated and a replacement card issued.

Desired Settlement: Disclosure of business practices and legal action.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Xoom. com is in no way related to the service mentioned. Please know there is a energy services company that operates in TX also named Xoom. If 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 24/7 at 877-815-1531.

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A money transfer to Canada was arranged January 22, 2016. The money was not deposited by January 27. Xoom said they would check. Nothing. I arranged a money transfer to Canada January 22, 2016. Transfer receipt XXXXXXXXXXXXXXXX. My daughter (recipient) checked her account at TD Canada Trust in Edmonton, January 27, 2016. She was told there was "No deposit and nothing pending". I phoned a Xoom representative at the helpline at noon, January 27, and explained the problem. He said that he would check into it and phone back. A day later, no explanation.

Desired Settlement: 1. Immediate deposit by 1 p.m. EST, January 28, 2016. 2. No blame placed on Envoy Services or any other third party and no reference to technical difficulties 3. If not deliverable, debit my credit card and add $53.54 debit for cash advance fee paid to Bank of America.

Business Response: Initial Business Response /* (1000, 5, 2016/01/29) */ We apologize for any inconvenience.However, the transaction was rejected by the recipient's bank. The funds were returned to Xoom on 1/29/16 and immediately refunded back to you.

1/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: CASH ADVANCE charged by credit card, Xoom is not transparent about these charges, though is well aware of them. After learning that I was charged a cash advance fee and an interest fee on my credit card, I called my credit card to inquire. I had not used my card at any atm to withdraw cash. I learned the charge had come from my recent money transfer via Xoom. I called Xoom and spoke to a customer service representative, then later to a manager named ****. After expressing my concern for their lack of TRANSPARENCY, **** informed me that as of September 25, 2013 credit card companies made Xoom aware that all money transfers paid for by a credit card online would be considered a cash advance. So **** and Xoom are clearly aware of this, but fail to mention it anywhere on their site. Specially in the sections of their site where it should be mentioned, like the "Home Page," the "My Account" Tab and "Add A Credit or Debit Card" tab. The only disclaimer is very vague: "Your credit card company may charge additional fees." "MAY?" The disclaimer should clearly point out the information that I was given over the phone by ****, that as of 9/25/13 if you use a credit card to pay, it will reflect as a Cash Advance. I would never have used my credit card to pay for this service had I known it would be billed as a "Cash Advance," for which I would be charged a fee and interest. I have several screen shots of Xoom's website to prove that they fail to properly disclose the information that they have been made aware of by credit card companies.

Desired Settlement: I would like for Xoom to be transparant and list on their site that using a credit card to pay for a money transfer will reflect as a "cash advance" on their credit card. I would also like for them to cover the "cash advance" fees I was charged due to Xoom's lack of transparency concerning the matter.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Thank you for your feedback, and sorry to hear about the cash advance fees. However, Xoom does make this clear to our customers during the check out process, including adding a card. The 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 levied. Again, 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 customers. You 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 comments. However, the messaging on our site is appropriate as we cannot confirm or predict whether or not a customer will be charged a fee.

1/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint!!They have already taken the money out of my account, my bank records show, they still havent delivered the funds to my family in ********* 01/04/2016 Complaint!!!!They have already taken the money out of my account, my bank records show, they still haven't delivered the funds to my family member in *********!!01/06/2016 Its been 3days!! I want A full refound!!!

Desired Settlement: I want my $ in my Bank!!!

Business Response: Initial Business Response /* (1000, 5, 2016/01/08) */ We apologize for the delay. There has been a technical issue that we're working to resolve. We'll reach out to you so that we can resolve the issue for you. We thank you for your patience.

1/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Publicity Fraud, earning interesting from the customer money without a good solution. I was trying to use the Xoom.com system to send money to Mexico, even when I sent less than the limit in their web site, after following the process by the website, choose the locations to pick it up the money and insert the all information the system accepted my order giving to me a confirms number and accepting my transaction, we have to wait until the thirds day and receive the message from them that the money was available to pick it up in the store, my sister was denied to take it out because they decide to cancel the transaction because we passed *** store limited money and they cancel the transaction, I was trying to request help and they told me after 3 days that they will refund the money to my account from 1 to 4 business day and I have to send the money again. They earned money, interest from my transaction and I have to make another transaction. Clearly they are making fraud with the way how to resolve the issue after 3 days, why theirs system doesn't alert me about the situation before take out my money from my account?

Desired Settlement: Better customer service by the supervisor and solution for their customers

Business Response: 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.

1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Money was transferred to a Mexico bank account. The funds never arrived. Transaction XXXXXXXXXXX Transfer was initiated 4 Dec 2015. Transfer was completed 7 Dec 2015. Refund was requested 10 Dec. 2015. No communication has been initiated by Xoom even though they said they would get back to me. Three times.

Desired Settlement: Please refund my funds. You made an error and are not standing up to your end.

Business Response: Initial Business Response /* (1000, 5, 2015/12/28) */ We appreciate your concern. In cases where incorrect account information has been submitted, it can take some time to obtain a reversal. We are currently working with our partner on this and we will continue to do so until the issue has been resolved to your satisfaction.

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a wire transfer through Xoom that was rejected by the UK recipient's bank. I never received my money back. I sent a wire transfer from our business to a business in the UK through Xoom. The wire was sent November 17th, 2015 and transaction ID is XXXXXXXXXXXXXXXX. It was rejected by the bank and I sent information from Barclays to Xoom stating that it was rejected. The customer never received the wire and Barclays confirmed it was rejected. However Xoom maintains it was received and I am stuck waiting over 3 weeks where the money is missing and nobody seems to have any idea or impetus to resolve this situation. I have the Bank Manager at Barclays showing me it was rejected and yet Xoom has done nothing to resolve. Per your website you have a money back guarantee - I have provided more than enough documentation that it was never received and have been told by Xoom that I need to send over the recipients bank statement to show it wasn't received - there is no way a multimillion dollar company is going to send over their bank statements to me.

Desired Settlement: I want a refund of my wire since it was rejected and never received. $1912.50USD.

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ It can take some time to process rejected transaction. You refund was issued on 12/8/15 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 BBB to resolve. Your customer service team at no point offered any solution or attempt to help me fix this.

12/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I SENT A $100+ $5.99 FEE COLOMBIA. THE BANK RECEIVING THE TRANSACTION REFUSED TO PAY THE RECIPIENT. I CANCELLED THE TRANSACTION OVER THE PHONE WITH XOOM ON NOV 19, 2015, AND RESENT THE MONEY BY WESTERN UNION. THE FOLLOWING DAY I RECEIVED AN EMAIL STATING THAT THETHE RECIPIENT WAS DENIED PAYMENT AND THE TRANSACTION WAS CANCELLED AS PREVIOUSLY STATED. I HAVE HAD SIMILAR PROBLEMS ONLY A FEW WEEKS AGO WITH XOOM WHICH IS WHY I CANCELLED THE TRANSACTION AND RESENT BY WESTERN UNION. Product_Or_Service: MONEY TRANSFER Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund THE ONLY THING THEY CAN DO IS REFUND THE $105.99 THE MONEY SENT PLUS THE FEE.

Business Response: 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.

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Wire transaction.I sent money to another individual you debited my account (you were paid) yet you held the money for days before making the transfer. On the evening of 24 Nov, I sent $300 dollars to another person. I used Xoom.com for this service. Xoom debited my account $309.99. I verified with my bank on the 25th that the $309.99 was authorized and paid to Xoom. I contacted the other person on the 25th and no money was paid out. I contacted Xoom customer service for an explanation. The agent told me that I was correct, Xoom had been paid $309.99 but they had up to four days to send the money electronically to the other party. I asked why this was being that Xoom had been paid their fee, the money was available (paid), and no other issues with the transfer. The agent claim it was policy to hold the money for four days. I did not know this prior to using Xoom to make the transfer nor was it implied or stated during the process of me making the transfer. I feel that Xoom is holding my funds, making interest of those funds, before making the proper transfer.

Desired Settlement: If it is policy to hold a parties money for a period of time (in my case 4 days).. then that policy needs to be stated clearly to anyone using Xoom to make a monetary transfer. A confirmation screen of this policy would also be nice so that a person would have to agree to this policy before making the transfer. Xoom is profiting off interest by holding funds which in my case, were available, and paid to Xoom at the moment of transfer!

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Thank you for your feedback. Just for clarification, your transfer via Xoom is not a wire transfer. Payments made using a bank account are via ACH, which is much the same as a handwritten check in that it takes a few days to clear before Xoom receives payment. It's true that your account would be debited, but as we state it can take up to four business days for Xoom to receive your money. As soon as payment is received we can process your transaction. The notion that Xoom is collecting interest or profiting from withheld funds is completely false as Xoom does not hold funds. We apologize if there was any misunderstanding, however no Xoom representative would or has said that Xoom holds customer funds. Our representatives explain that payments made via ACH can take up to four business days before Xoom receives payment. However, Xoom realizes that waiting for funds to clear, can be inconvenient. So, for most every transaction, Xoom actually pays out on our customer's behalf in advance of receiving payment. Sometimes, for risk related reasons, we must wait for payment to be received prior to completing the transaction. Again, we apologize for any inconvenience however the issue is with payment processing and not a Xoom policy to hold funds for a number of days, which does not exist.

12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misleading advertising by xoom..send money to india with in 4 hrs with our participating partner banks in india. I the undersigned did the above transaction on 10th nov for $500 to my dad hdfc account in india and on 12th nov i called my bank (chase)to find out the $500 amount is debited from the bank but still it has not reached the recipient hdfc bank account. Today i ve spoken to chase bank,hdfc bank & xoom to confirm the genuineness of the transaction, and i get feedback from xoom customer service representative and her supervisor that it will take 4 business days to complete this transaction. Xoom was advertising for the festive season (****** ), that send money to your loved ones in 4 hrs with our participating partner banks in india like hdfc bank...which is a lie..you guys are misleading customers. Pull down that advertisement, change it to ...send money anywhere in india with in 4 business days. ...

Desired Settlement: Xoom was advertising for the festive season ******* ), that send money to your loved ones in 4 hrs with our participating partner banks in india like hdfc bank...which is a lie..you guys are misleading customers. Pull down that advertisement, change it to ...send money anywhere in india with in 4 business days..

Business Response: 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.

12/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trouble getting a refund Where do I start ! I sent money to Mexico on 11/4/2015 , the person receiving the money could not pick up the money due to the spelling of the name was wrong , fine my mistake Xoom said the only thing they could do was cancel that transaction and I would have to do Another on ! So I did. They told me after canceling that transaction I would receive a refund in 1-3 business days ! Well here we are 9 days later and nothing . I spent 3 hours on the phone with them and two different supervisors and both kept asking me the same questions over and over ! They kept saying I need to send a bank statement for prove that I didn't get a refund. I did but they said they could not except it because it was from a different email other then the one that is with my acct. But the person I spoke to before that did not mention that , I told them I I was not able to send it again at the moment and I was not willing to wait till Monday for my case to be looked at since I had been waiting long enough. Now most of the time I was on the phone with them was on hold. So I asked to talk to a supervisor and she said that I needed to send a bank statement with the acct ending in **** I told her I didn't have and acct wnding in those numbers that those numbers where the last 4 of my debit card she said that I need to give my bank a transaction number. I said well let's do a conference call to my bank you can verify yourself. So she took the number and but me on hold twice she came back stating that they where not answering the phone. Which that was hard to believe because they are open 24 hours a day. So she advised me to call them with this transaction number ! So I had to hang up with her after being on the phone about 45mins and call my bank. They answered my call after only being on hold for 2 mins. So I really thing ****** the supervisor lied about calling and then not answering So they guy from the bank kindly did a conference call to zoom. Because he said there was nothing he could do with that transaction number ! ****** got back on the phone and verified 3 different times with the guy from the bank that there was no refund in my account or was there any pending transactions from Xoom. ****** kept arguing with him to use the "transaction number " to look it up. He told her that there was no way for him to look it up that the refund is either there or it's not ! So after almost another 45 mins on the phone she said she was going to send this to the cooperative office to get resolved and she assured me she was going to call me back before then end of her day !!! Well she never called and about 9 my time I called zoom again to get an update, well ****** shift was over , no cal from here like she promised , so I got another supervisor named **** , she said there was no record of ****** talking to my bank or her sending my case to corporate! Which made me even more upset at this point I had spent all that time for nothing ! So **** tells me again that I need to send the bank stamens for acct **** I advised her I don't have an acct ending in those numbers those are numbers from my debit card , she said well I need to verify they are linked I said yes they are how and you guys take the money out of the acct if there are not linked , so have ****** the first supervisor telling my that she couldn't get the bank statement I had sent. **** sure could see it . So she kept telling me she would have to call my bank and verify there was no refund in my acct. I advised her that we already done this with ******. She said there was no record of it so she would have to do it again !So after going in circles again doing the same things that ****** did **** talked to my bank and verified agin no refund ! She said she would have to send to corporate for an investigation which means I have to wait even longer .Said I should here something by Monday. The whole thing made me upset I feel like they are just going In circles I don't think I'll ever get my money

Desired Settlement: At this point I just want my money refund. I don't care what happened the first time just want my refund and don't want to have to deal with there poor customer service and ther lying supervisors again

Business Response: Initial Business Response /* (1000, 6, 2015/11/23) */ Ms. ******, 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.

12/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom.com illegally took money from my bank account Xoom.com illegally took $17,000 from my Wells Fargo account. These transactions were not initiated or authorized by me. These were taken in multiple transactions of less than $3,000 each until my bank account was drained. ADDITIONAL DETAILS: Case is being handled by another organization: Wells Fargo Bank

Desired Settlement: My money needs to be returned

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ Mr. ********, Xoom takes fraud very seriously and we are sorry to hear that your financial information was stolen. We have reached out to you to attempt to resolve the issue. We have sent you an affidavit that allows us to begin our investigation into the matter but we have not received the completed affidavit as of this time. We of course want to assist you in this matter. We encourage you to return the completed affidavit so that we can continue our investigation.

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Used Xoom to transfer money based on their hyped up instant delivery ads but after 1 week money is stuck with them not even returning my money. On November 3rd I used Xoom to transfer money to my yes bank account in India based on the misleading ads claiming instant delivery or up to 4 hours to yes bank, even few hours seeing the same "transfer in progress" called the customer service who again lied to work with the yes bank (calling them partners) and informing me via email/phone by end of day. With no updates, I have called customer service including supervisors 6 times to get the same response and putting the blame on their partner bank.As of today my money is stuck and neither has it been transferred nor are they refunding the money with the last supervisor saying "soon" (no dates specified) when they can return the money.. This is a scam company and aim also planning to approach FTC if I don't get my money right away.

Desired Settlement: I want my money back with the transaction fee as there has been no service provided and instead I have had to waste close to 90 minutes of my time calling Xoom's customer service. Also I want an apology from this company for holding up my money for this long.

Business Response: 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.

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The fund was not delivered to recipient or refund to sender. I made a transaction of sending $700 ($717 with $17 fee) on 10/14/2015 to Vietnam. As of today the fund still not delivered to the recipient or refund to me. Its support to be only up to 48 hours according to the advertisement on their website. I've made several phone calls and they said that no issues to the fund. It was available for delivery upon the transaction was made. Every time I call they said that they still waiting for a response from their partner in Vietnam. I explained that i sent this money to my uncle who is in hospital awaiting for major surgery. The hospital would not schedule the surgery until the partial of the medical cost was paid. I asked Xoom Corp to either send the money or refund so i can use the different company. But they refused to do so.

Desired Settlement: We need an answer from Xoom to solve the issue because their business practice is way below customer's expection.

Business Response: 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.

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i sent 600 dollars through xoom.com to my brother but they didn't reach instantly as they claim so i canceled it and didn't get any refund. My brother needed urgent 600 dollars for his wedding .so i sent him 600 dollars from USA to Pakistan through xoom.com because they claim its an instant deposit but after sending money my brother didn't get any money for next coming 12 hours.then i cancel this transaction and ask them to refund the money so i will send the money through any other source .but they said they have refunded the money but they don't know how many days it will take to come to my account .so my 600 dollars are stuck in xoom.com and my brother wedding is almost ruined because he failed to pay wedding organizer company on time .

Desired Settlement: i want a refund as soon as possible if i didn't receive refund today .i will not be able to send money to my brother today .this will ruin my brother life.

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ We apologize for this experience. As we mentioned there was a technical issue that caused a delay in sending your transaction to Pakistan. Your refund was successfully processed and should have been credited to you account as of this time. Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They sent me money back

11/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have initiated a transfer of $2000 on 18th Oct 2015, so far the money is not deposited to the recipient and neither have i received any refund. I have initiated a transfer of $2000 on 18th Oct 2015, so far the money is not deposited to the recipient and neither i have received the refund .I want the refund or money to be sent ASAP. So far I have no idea where the money is, Xoom is saying we are working on the status with the third party. So far no status update was provided apart from same statement that we are working on it. I want the money to be deposited in to the recipient or refund to me ASAP.

Desired Settlement: Refund my money ASAP. I dont want to hear same statement again and again that we are working with third Party. I am not responsible if there is some problem between you and your third party.

Business Response: 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.)

11/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They have already taken the money out of my account, my bank records show, they still havent delivered the funds to my friend in the phillipines! They have already taken the money out of my account, my bank records show, they still havent delivered the funds to my friend in the phillipines! When I call them they are less than helpful, I have emailed them, still no help, would NOT Recommend this company to anyone!They claim that they are "instant" delivery, but that is the biggest lie I have heard! I want to see my friend, been planning this reunion for a long time, now I have to put it on hold because they are basically refusing to send the money to my friend! I want them to deliver what they have taken out of my bank NOW, and not later!

Desired Settlement: For this business to deliver what I have paid for!

Business Response: Initial Business Response /* (1000, 5, 2015/10/19) */ Mr. *****, Your refund is currently in process. You can expect your refund within a couple business days. Our decision to close your account stands as per guidelines set in the Xoom User Agreement.

10/21/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: i will like a refund back of 11.99 this company is doing falsly advertacing that they will carge 4.99 fro up to 2,999 dollars that you send to the dominican republic and when I tried to send 400 dollars it will charge me 11.99$ I called the xoom costumer care line and they told me that unfortunaly taht is the charge for the amount that i was sending. and they refuse to give and explanetion for the ad that it is in their website the page does not explain of any restriction that apply when sending money

Desired Settlement: a refund

Business Response: 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.

10/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Transfer Delayed On 16 September 2015, I attempted to do a transfer with Xoom to my wife in the ***********. It was put on a delay. This is the first time out of hundreds of tranfers I have done over 3 years. The reason I got was the previous transaction had an issue. That issue was resolved, but now if I attempt to transfer there will be a 4 day hold before the funds are deposited into my wife's account in the ***********. In every transaction including the last one, Xoom has always recieved the funds. The last one was delayed due to a holiday weekend and me having a second heart attack. Just as soon as found out the problem from the transaction on the previous transaction I immediately took care of it. When I attempted to complete a transaction after resolution of the previous transaction, I was notified that there would be a 4 day delay, not when I resolved the previous transaction but on the Xoom app, with no explanation. Xoom Customer Service did nothing to attempt to work with me and I often had difficulty understanding them due to the strong foreign accent. At no time was a representative or supervisor from the US was put on the line to speak with me.

Desired Settlement: To ensure that customers are treated fairly and in a consistent manner once any issue has been resolved. This does not include delaying a future transaction when there is a long history of no issues with transactions previously.

Business Response: 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. ****, 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.

10/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have initiated a transfer of $2999 on Oct 1st, so far the money is not deposited to the recipient. I want the refund or money to be sent ASAP. I have made online transfer through xoom.com on Oct 1st. So far I have no idea where the money is, they are saying we are working on the status with the third party. So far no status update was provided apart from working on it. I want the money to be deposited in to the recipient as per their agreement or refund to me ASAP.

Desired Settlement: Refund or deposit to the recipient, do anything. I don't want to hear we are working on the status update, I am not doing business with the third party.

Business Response: 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.

10/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Tried to transfer money, but stuck in verification-land. I gave them appropriate information, they want details that aren't their business. Signed up for Xoom to have a simple transaction (less than 500) to go to some family in Nicaragua. The verification department called me. They were difficult to understand, and sounded like a scam call. Eventually, when they got to asking me the first two digits of my social security number, I told them I would call them back. Called back, ran through the series of questions to "verify" who I am, answered them correctly (I think?), but they still wanted ID and a bank statement to prove my address. Sent them a black and white copy of my passport, as well as a recent bank statement with the amounts in the bank blacked out (but it clearly says my Name and Address, which match my passport). They rejected this and said they wanted a color copy of my passport, and a bank statement that included how much money was in the account ("unmodified document").

Desired Settlement: I've bent over backwards to provide them with relevant information, but they seek more information than they need to legally know, and will not explain clearly why they need it. I would like them to either refund my money (and subsequently delete the items they have) or have the transaction go through. I will not be doing business with them in the future.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Mr. *******, Thank you for the feedback. We're reviewing your case and we'll be contacting you in order to resolve this. We apologize for any inconvenience.

10/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company fraudulently charged my credit card seven times in a single day. On 9/4/2015 Six fraudulent charges of $5.99 and one fraudulent charge of $10.99 were placed by this company on my credit card. I have never heard of these people, nor did I ever give them any of my information. ADDITIONAL DETAILS: Case is being handled by another organization: US Bank

Desired Settlement: People should know this company facilitates international credit fraud.

Business Response: Initial Business Response /* (1000, 7, 2015/09/14) */ One of our fraud investigators is attempting to contact the complainant. Please contact us directly at XXX-XXX-XXXX to report the claim to our fraud team so that we can initiate our fraud investigation. Initial Consumer Rebuttal /* (3000, 9, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Xoom did call me once and left a message with a phone number, but I could never reach a human on the phone there. Any company that allows a credit card to be charged to wire money internationally should have strong identity verification. Xoom's lax policies are what help allow hackers and thieves to use people's credit cards illegally. What do they care? They keep a percentage. Final Business Response /* (4000, 11, 2015/09/28) */ We can assure you that Xoom is vigilant in the fight against fraud. We'll have one of fraud investigators try contacting you again.

10/7/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Xoom company remittance service falsely advertised that they can deliver remittance bank to bank really fast and convenient. Remittance transaction for $2999 started on 9/2/15, Xoom charged me $3003.85 w/ fees on 9/4/15. i had previously sent to the recepient from the past w/ the same account info and account settings. days had passed *** a multiple follow ups, still no money showing up on the recepient bank account. i comply to them quickly and provide them a snapshot of the recepient bank statement as a proof that the $$$$ did not go thru and also to help them speed up their investigation. now 9/15/15 still no money for the recepient! i've been stressing to xoom company the urgency of the transaction because the money will be use to buy medication and for treatment for my 74 year old mom! no compassion **** this xoom company. the only answer i'm getting from them is their run around that there's no response yet from their partner? i'm having anxiety attacks, it keeps me awake up to 3am, i have to extend my breaks on my work. i cannot focus on my work because i'm worried and thinking why my mom have to suffer too with the company's inefficiency. xoom company is soo confident that they will return the fee of $5!!!! for what!!!! with all the inconvenient, hassles and mind torture. xoom took away the money from my account, delivery of service of 4 to 5 days delay is somehow acceptable, eventhough xoom claim they can process it in minutes. i dont think xoom do not understand the urgency of this matter, xoom claims that using their service is "the easiest way to send money"???

Desired Settlement: i'am (the consumer) asking xoom company to provide complete/detailed explanation on what have caused the long delay. i'am also asking xoom company to provide me a detailed report/plan on how xoom company will correct the issue so this will not be experience by other consumer and their loved one's (recepient) should not suffer.

Business Response: Initial Business Response /* (1000, 5, 2015/09/18) */ Mr. *******, We are glad that we were able to help resolve this issue and we apologize for any inconvenience.

9/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Xoom .com customer service verification is located in Manila that is asking all US Gov't Valid ID including passport **** valid Visa and a bank stmt. On Aug 16 , 2015, I tried to use their service thru online. When I signed up and proceed all my information is loaded in their statement including my credit card number and checking acct. after all that that effort providing all my personal information , I got an email stating that my transaction has been cancelled and I need it call the number XXX XXX XXXX. Or XXX XXX XXXX. I thought this number is located in Caliornia because 415 is area code for San Francisco , so I sent them my two form of govt valid ID , us driver license,military ID and my bank statement. After a day I got an email again stating that they can not accept the ID I sent. I ' resend my The two ID and added my govt civilian Id and my bank systematic again. The following day again another email I got asking the same information not they are asking my passport *** and bank statement. Now I was really upset and thinking that they just stole my identiy ( identiy theft is what I call this scam). Now I'm really worry that they have all my personal information. Today I call the number on the email and come to find out that this is the verification department is located in Philippines . Now sure where and the lady answer the phone her name is ****** or ****. While I'm talking to ******/ **** I found out that she does even know what a military ID and US driver license is? I've asked why are you requesting more Govt valid Id and A passport * What is that for? She said it is for verification? I said for what verification? She can't answer. She also asked send them a passport **** valid Visa. I to D her I don't need a visa in the US I'm a us citizen. I asked to speak to her supervisor but refuse to transfer me to her supervisor . I asked her where is your HQ she said in US. I said where in the US. She does not even know where the Xoom corporation located. I'm really concentrate on all documentation I have send to their verification department what they are doing to those personal information. I would like xoom to delete all my file on their system permament Lyn and send me a motorized statement if personal information has been compromise They will be full liable for all the damage that will cause this issue. If xoom corporation do continue to provide service in the US they need to have a customer service that is located in the US not out the US. Also I would like to xoom corporation to explain the consumer why do we have to provide bank statement, govt ID . A So what they have on their website is false advertisement. Shliould you have any question you can send me *** email @ *********@ yahoo.com Thank you **** Reyes

Desired Settlement: Explanation why my personal information has been compromise or stolen? How I can they assure me that no one I their company sold or stole my personal information.

Business Response: 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.

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Canceled my transaction and closed my account for no valid reason On July 20 I signed up with Xoom so I could send my friend in the Philippines $100 USD. Later that day I received a message that the transaction was on hold pending verification of certain information, and that I should call their customer service number. I called right away, and the rep started by asking me to verify my email and physical addresses, phone number etc., but the conversation soon became uncomfortably invasive. "Who is the person you're sending the money to?" "How do you know her?" "Have you ever met her?" "What is the money for?" I told the rep that the recipient and I had met online, and that we had yet to meet in person. I said the money was for her to buy something for me, but I didn't specify what (in fact, the money was for her to buy a new cellphone because hers was damaged, but I never mentioned this). The next thing I know, my transaction was cancelled, and my account closed with no further explanation. Their letter stated: "It is a violation of Xoom’s User Agreement to use the service for any of the following activities, including but not limited to: sexually-oriented materials or services; gambling activities; or commercial transactions that involve tobacco, firearms, prescription drugs, or other controlled substances. Additionally, sending money to a recipient who has violated the User Agreement will affect your ability to use Xoom. Based on a thorough review of your transactions and/or your recipient’s transactions, we have decided to close your account." I wrote back telling them that their conclusion was insulting and potentially defamatory, and asking them for specific information resulting from their "thorough review" of my transactions, but they have refused. Their final communication this morning states that the matter is closed and that any further communications from me will not be answered. This is by far the worst customer service I have ever experienced. ADDITIONAL DETAILS: Case is being handled by another organization: Consumer Affairs

Desired Settlement: An apology and reinstatement of my account

Business Response: 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 personally. You should never send money to people you've met on the internet. We 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 Agreement. Sending 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 account. In fact, they have no such proof. Their User Agreement simply states that the service is intended for sending money to family and friends. Apparently 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 account. In short, Xoom's business practices are vague, arbitrary, offensive, invasive, and potentially defamatory, and they have provided no defense against those charges despite numerous requests. Frankly, I'm surprised they are still in business. Final Business Response /* (4000, 9, 2015/07/28) */ Again, we thank you for your feedback. Please 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 notice. Any such limits may be imposed on individual accounts or on related accounts or households, in Xoom's sole discretion. We 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 do. Of 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 wish. That was never the issue. The issue has always been their poor customer service. They 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 them. This is the very antithesis of customer service.

9/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Transfer of funds to accounts in ***** not completed after 7 days. Transaction Cancelled after 7 days. Money not refunded. On August 24th 2015, I tried to send money to my dad's account in *****. I had previously sent money to the same account numerous times through Xoom services. Xoom for some reason that day said that they were not able to complete that transaction as their partner advised them not to go ahead with the transaction and that it will be delayed by 1-3 days. I reached out to them after three days and they told me that they were experiencing difficulties and that I had to wait few more days. On 8/31/2015, they have informed me that the transaction cannot completed as the recipient bank account details were wrong. The bank account details are correct as I have used them before to send money. It is a valid and legal bank account and has been in service for quite some time now. On top of that my money has not been returned back to me. The transaction fees were also additionally charged.

Desired Settlement: I expect the money to be transferred to that account immediately. If not please refund the money to me along with the transaction fees.

Business Response: 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.)

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeated questions asked by customer service verification agent ***** were invasive and offensive. On August 11th, I signed up with Zoom because I wanted to send $2, 999 to my friend in ****** in order to cover expenses for our planed vacation in December in Rio. When I enrolled with Zoom, no questions were asked about my profile, any money transfer purposes or restrictions were disclosure to me. For instance, "you only can send money to relatives". My friend and I want to rent a vacation house in ************* - ****** for our families. In order to secure a place for us, we have to pay in advance because this is high season. On August 13th, I entered online both of our personal and bank related information. Then immediately, I received an email "****** Compliance Limit" requesting a copy of my friend's ID. I was kind of surprised with the request. My friend emailed it to me, and I sent the information requested. Then, I received an email stating my Transaction was Released. One hour later, I received another email communicating that my Transaction was Placed on Hold: Verification Needed. The email gave me an 800 number to call. Verification customer service ***** started to ask me several questions, including purpose of the money transfer. One of her questions was regarding the recipient or my friend. She asked me “How long do you know him”. I said that I know my friend since 9th Grade for 40 years. ***** also asked me if I was planning to send more money to my friend in ******, for what purpose and how much. I told her that I may be sending a few hundred dollars for transportation and food related costs associated with our stay in ******. She put me on hold. Then, ***** asked me this question. Did you just meet your friend online? I asked her: What type of question is this? Are you trying to insinuate something here? Do you think this is a criminal activity? I told her that I just answered this question that I know my friend for 40 years. I asked her; What else do you want to know? Do you want me to send you copies of my ariline and hotel reservations in ******? I told her that I was being treated like a criminal. Then, she stated “Based on our conversation, this transaction will have to be cancelled”. I told her go ahead because your company treats customers like criminals. This was the end of our phone conversation. I called Zoom again and asked to speak with a customer service supervisor name ****. Meanwhile, I received an email titled “Cancellation of your Money Transfer”. I explained to **** my horrible experience with ***** that I felt like a criminal when she asked such insinuating question. **** told me that the reason my money transfer was cancelled was because the information provided by me and from the recipient (my friend) were different. I asked him if he contacted my friend in ******. He asked me to hold on the phone before he answere my question so he could analyze my transaction. Then, **** came back to tell me that the reason my money transfer was cancelled because I was sending money to do business in ****** and that I could only send money to a relative. I was flabbergasted by that because this was never disclosed to me on the first place. Second, I’m not doing any business in ******. I’m not buying a product or property. I’m spending time with a friend and his family during the Holidays. If Zoom wants to profile customers with an accent like me, then they should asked all the questions when we register online. Zoom also should disclose to consumers that MONEY TRANSFERS ARE ONLY ALLOWED to be sent to RELATIVES. After loosing my time with Zoom, I decided to go with Western Union. I sent my money to my friend without any problems.

Desired Settlement: I want Zoom to delete my account and provide me documentation that all my pesonal and bank information have been erased from their system.

Business Response: Initial Business Response /* (1000, 5, 2015/08/17) */ Mr. *********, 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.

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom advertises money transfer across the globe from US to India within an hour but takes days to do it. They give lame excuses for it as well. Recently I scheduled a money transfer request with Xoom. While scheduling their website showed that it will be transferred within an hour but next day it starte showing delay alert. When I called them they gave lame excuse that federal reserve is holding money and so they can not. When I told them to cancel the request they told me that they have already withdrwan money from my bank and so if I can cancel now it would take multiple days to refund it. When I checked my accoutnit did show that Xoom had withdrawn money right away while they were blaming federal reserve for holding it. They asked them why they say 1 hr and answer I got from their supervisor was that it is for advertising so that customer use their service.

Desired Settlement: I think Xoom management need to personally apologize to the customers and someone should force them to stop false advertisement which misleads peoplle

Business Response: Initial Business Response /* (1000, 5, 2015/08/14) */ Mr. ******, We do in fact offer "instant" service and "four hour" service to India. That is completely true and factual. This is a very important part of our service. In 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) transactions. Payments made with a bank account take 1-4 business days to process as part of normal bank processing, even though the funds have already been withdrawn from your account. 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. Again, I apologize for the difference in experiences and greatly appreciate your feedback.

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xoom refuses to delete my data from their servers citing local and federal laws but cannot cite those laws to me.My transaction was arbitrarily xlled Xoom is using deceptive practices as I got a referral to send money at least $100 us in order to receive a $25 e-gift card. I followed their instructions and they cancelled it. I called and they said I would have to go through a verification process which included very invasive questions including the specific reason for sending the money and what the relationship of that person was to me. After "verifying" all my account information and demographic I was told that I needed to submit my bank statement and 2 forms of gov't picture ID. I did that and then they told me I failed their verification process and could not send the money. How can I fail if I sent them what they asked for? Do they have access to the MVD records? Do they have access to the US Government passport ********* I highly doubt it and this even gave me insecurity and raised flags. They refuse to delete my information and told me that by law (which they cannot cite) they are entitled to keep my information in their servers. Why? We did not in the end perform any transaction; I want ALL of my data and documents expunged from their servers! This is an outfit based out of the Philippines and they have a good English accent but they don't know any of our laws and are very invasive in their activities. They have enough information for identity theft and fraud! I want all my information DELETED and I want an assurance in writing of such activity in case I need to provide this to law enforcement should anything occur to my identity. They are a scam nothing else. The transaction ID for my attempted transaction is XXXXXXXXXXX‏. I got referred from my nephew and I just talked to him and he told me that the same thing happened to his sister whom he also referred. It seems they are data mining for nefarious purposes. Very shady deceptive marketing and in the end they win by refusing to DELETE my personal information and sensitive documents. They are not a government entity and yet they claim they are entitled by law. PLEASE CITE THESE LAWS. A supervisor by the name of Aries agent ID# XXXXX keeps regurgitating 'privacy policy' and 'Applicable Law' that gives them the right to retain my information. It is beyond me because of their deceptiveness and then their arbitrary way of taking my identity and refusing to delete it from their servers. I did not get the chance to do a transaction with this company. I will also take this up with FTC and the state attorney general.

Desired Settlement: I think for all the time wasted I am entitled for their deceptive $25 e-gift card. That is the minimum they could do as well as DELETING all my information from their entity and a written confirmation letter by USPS. Deactivating my account is not enough.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ Mr. ******* Please note the following from the Xoom Privacy Policy: 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. Additionally, please note the following from the Xoom user agreement: General. 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 notice. Any such limits may be imposed on individual accounts or on related accounts or households, in Xoom's sole discretion. We 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. Again, we are sorry that we were not able to complete your transaction. Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) PLEASE cite the applicable law that allows you to do this? All your agents only regurgitate such statement this is the same thing I was told on the phone. We did not transact anything as after you got a copy of my passport, credit card and license you still did not allow me to send a measly $100 dollars in order to qualify to get a $25 gift card. That being said you only deceived me and now are taking possession of my identity and documents. I need these documents to be deleted from your servers anywhere! Please CITE which APPLICABLE law allows you to deny my right to want my sensitive information to be deleted, you do not own me nor my identity, specially after you deceitfully marketed to me and are holding my information hostage. At this point I don't want any transaction completed nor do I want to do any business with you. Give me my information back! CITE ANY AND ALL APPLICABLE UNITED STATES LAWS that allow you to do this. This is a SCAM for possible mining of personal information that could include identity theft. You have my passport ************ my state ID and my credit card information. GIVE IT BACK by DELETING everything and not keep it, I do NOT give you permission and your Privacy Policy does not apply in this case of deceptive practices by your company. Final Business Response /* (4000, 9, 2015/08/17) */ We thank you for your feedback. Again, our Privacy Policy and User Agreement remain in effect.

8/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom was asked to cancel a transaction before the money was taken from the bank. Although it was cancelled, Xoom removed the money from the bank. An order was made to send 480 USD to Colombia on August 2, 2015 at 8:12 PDT. The transaction number was XXXXXXXXXXXXXXXX. Xoom advertises same-day service on their Spanish-speaking commercials; so upon noticing the next day that the money was not yet withdrawn from my bank account, I called customer service and was informed the transaction could take at least a week to take effect. Therefore; I asked Xoom to cancel the transaction so I could se another, more speedy service. At the time of cancellation; the money had NOT been withdrawn from my bank. Shortly after cancellation, the money was withdrawn from my bank account. When I noticed this I called and was first told the bank still had the money; which was false. Later, I was told the money was with them but could take at least one week to be returned. This is theft. Xoom has withdrawn money from my account after authorization to do so was removed and the transaction was cancelled. They have taken the money and neither delivered it to the recipient nor refunded to me. ADDITIONAL DETAILS: Case is being handled by another organization: CFE Federal Credit Union

Desired Settlement: That the money be refunded to my account immediately and in its totality.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Mr. ***** We are sorry for any inconvenience. After reviewing your case it seems as if there is some confusion as to how ACH (eCheck) payment processing works. When you submitted the request for transaction XXXXXXXXXXXXXXXX on August 2, 2015, you did in fact authorize us to collect payment for that transaction. The request for payment was submitted to your bank right away. For ACH payments it can take your bank up to two business days before your bank processes the request and debits your account. Please note that ACH payments are not proprietary to Xoom. ACH is a widely used form of electronic payment and it's processing time frames are standard. As to the time frame you describe, a week is not accurate and not what our agents explained. We explained that it can take up to 4 business days before Xoom receives your payment, even though your account has been debited. The 4 business days is the maximum amount of time it can take, and it very well could be less. On August 3, 2015 you chose to cancel the transaction, and we complied with that request. We also made you aware of the refund timing for ACH payments. We explained that once your funds were received they would then be able to be refunded back to you. We further explained that it can take up to 4 additional business days before your funds are available in your account. Once again, this is ACH payment processing and not Xoom's process. Regardless of the cancellation, you initially authorized us to collect payment for the transaction. As was explained to you by representatives and supervisors the refund is in process and you will receive your money within standard ACH time frames. Once 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.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: REFUND I SENT THE AMOUNT OF 95.00 TO A BENEFICIARY IN *************** ON JULY XX XXXX, IT SHOWS THAT THE TRANSFER WAS PAID BUT WAS NOT. I CALL XOOM THE SAME DAY AND THEY TOLD ME TO WAIT 10 TO 15 DAYS. I HAD ENOUGH OF THIS PEOPLE THEY ARE NOT GOING TO RESOLVE NOTHING

Desired Settlement: REFUND MY MONEY

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Mr. *******, We appreciate your patience as we investigated your case. We have moved forward with a full refund. We apologize for this experience. Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Transaction Delivery Cancelled but money debited from my bank account withouot giving me the services. On July 06th 2015 i tried to transfer $295 using xoom.com and within a minute I found that the transaction has been cancelled and cannot be processed further but on the other hand within a minute cancellation xoom.com also debited my account for $300.99 inclusing their transfer fee.. ON calling xoom customer service they have mentioned that the transaction has been cancelled and they have not received the funds. Right after this i called my bank and made a conference call between my bank and xoom and got to know from my bank that the transaction amount has been already debited from my account and they do not see any cancellation as said by xoom.com My Transaction No. is - XXXXXXXXXXXXXXXX

Desired Settlement: For this bad service i want xoom.com to compensate for blocking my payment for more than 24 hours and pay me a compensation along with the full refund.

Business Response: 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.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Someone used my credit card information to make a money transfer of $49.57 with this company. On June 1, 2015 someone made a cash transfer for $49.57 using my credit card information from this company. I was charged an additional transaction fee of $10.00 plus $0.25 cash advance interest. ADDITIONAL DETAILS: Case is being handled by another organization: Chase Slate Visa Card

Desired Settlement: How could someone use my credit info to make a tranfer without proper ID?

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Mr. ******, We're sorry to hear that someone stole your credit card information. We certainly want to help resolve the issue. You can contact us directly at XXX-XXX-XXXX and we'll get you to our fraud investigation team and help you further. Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Waiting to see what their fraud dept. finds out. They said they would let me know in five business days. Final Consumer Response /* (4200, 11, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Xoom said they would send a refund and still haven't received anything. Final Business Response /* (4000, 15, 2015/07/15) */ Mr. ******, The fraud investigator, ******* has attempted to contact you at XXX-XXX-XXXX but was unable to reach you. He left a detailed message for you.

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 11th June a transaction was made of $400.00 after which it had to be reversed the next day to date Xoom have not reimbursed me. On the 11th June a transaction was made of $400.00 after which it had to be reversed the next day 12th June, due to the fact the wrong account number had been entered. To date Xoom have not reimbursed me, following many phone calls and emails I get the same response every time in the manor of "we are working on it". Transaction NO XOXXXXXXXXXXXXXX Case No XXXXXXXX ADDITIONAL DETAILS: Case is being handled by another organization: SEC

Desired Settlement: Full refund of my money.

Business Response: Initial Business Response /* (1000, 5, 2015/07/07) */ Mr. *********, The refund was initiated on June 29, 2015. It can take up to 4 business days for the refund to process and be posted to your account. We received notification that the refund was completed on July 2, 2015.

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: fraudulent transaction on bank accout admin. by Xoom.com I discovered after getting out of the hospital my credit union bank account had been defrauded of $2500. US. The attempt was more however the account had insufficient funds and thus overdrawn. I submitted a claim w/ Xoom fraud dept. Approx. 10 I was informed to file a police report, which I did immediately. The Xoom rep informed me that the dept. has attempted to credit my acct., but that it was unsuccessful. My credit union disputed that any credit has occurred 3 weeks ago. This wasn't true b/c they track all elec. transactions. I now have no money for rent, food and my daughters child support is in arrears why they continue the "investigation" I will file w/ the CA attorney general and the state of Oregon child support services.

Desired Settlement: Credit Account--13 withdrawls unauthorized

Business Response: 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. *****, 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.

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xoom customer service reps asked me to send personal information (debit/credit card copy) and IDs unsecured over email and risk identity theft. I submitted a transaction to send money to family in the Philippines. Once submitted, I received an email from Xoom directing me to call a 1800 number to verify my identity. Through the verification process I spoke with three different customer service reps who said I needed to send them confidential personal information unsecured over email or fax and they would not unlock my account or approve the transaction until the documents were received. A few examples of documents requested were two forms of government issued IDs, a scanned copy of the actual debit/credit card I used and a recent bank statement. I was shocked upon hearing a business ask me to send these highly confidential personal documents via email. Upon voicing my concerns of identity theft for such a careless act, the customer service rep said I could send the information over fax, which is no more secure than email. It is highly unprofessional for a business to ask for such documents to be sent over a communications method easily intercepted by hackers, identity thieves and any other fraud crimminals, especially nowadays with the frequency of such crimes occurring. The customer service rep also said the user agreement authorizes them to ask for this information in such a manner. I read the section on customer verification and nowhere does it say Xoom customers are required to send personal information over such unsecured means and risk identity theft. This is not the way businesses should ask for and handle personal information and is in violation of numerous privacy act and identity theft prevention laws.

Desired Settlement: I am requesting an explanation and contact by Xoom on the above practices, but also for Xoom to stop conducting business in such a careless way. Xoom is forcing for customers to willingly send their personal information over email for verification to continue using their product, but such a practice increases the risk for identity theft. Such an email would provide criminals everything needed to steal someone's identity: name, address, bank account number and debit/credit card info.

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ We appreciate your feedback. We 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 complaint. Hopefully Xoom customer service representatives will take customer privacy serious in future transactions instead of implementing policies which increase the risk of identity theft. I am willing to discuss alternate means of secure transmission, which is what I wanted to do in the beginning of the verification process.

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failed to send a transfer and hold my money for 4 days and i wa not able to use my money inmediatelly I sent a transfer on 5/8/2015 and they did not do the transfer as specified, they initiate a refund and my money was not available inmediatelly to resend the transfer i have to use other funds to send the transfer to my family, meanwhile my money was used by this company for 4 days and not even an excuse letter is being sent to me, or at least since i am making the transfer again offer to send the money and withdrawl the money as soon as they process the refund, very unconsiderate company, should not promise money transfer in minutes if they can not perform it on time

Desired Settlement: Refund and advertise that your company fail to send money in minutes as requested and that your money should be available immediatelly not 4 days later

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ Unfortunately, we experienced a technical issue which required us to cancel the transaction. The cancellation occurred within the same day, an email notification was sent, and Xoom immediately processed a refund to the payment card used to fund the transaction. Please note that the financial institution that issued the card controls the refund timing, which is typically 2-4 business days. We apologize for any inconvenience and have sent a $10 Walmart eGift Reward to the email address on file at this time. Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should resubmit the transfer inmediately again, once the has their difficulties, but they were willing to do the transfer again only if I withdraw more money from my account again, I do no want any walmart card, i do not need it, however they advertising is misleading, they need to change they advertising so other customers are aware that they have technical dificulties and customers should monitor their money closely Thanks Final Business Response /* (4000, 9, 2015/05/18) */ Again, we do apologize for any inconvenience. However, issues of a technical nature can occur that may affect our ability to process a transaction. These issues are certainly not foreseen and seldom occur. When an issue of this nature arises we respond as quickly as possible to resolve it. Final Consumer Response /* (4200, 11, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If your company experience dificulties during a transfer, it should be notify to the customer before hand, and not after, I sent money for the past 10 years Via Western Union and that technicality never happened with them, your company is not telling the truth, therefore a message should be posted so that people are aware that their money might be hold and transfers can also have some technicalities and therefore might not be available and might not reach their destination. I accept your appologies however I believe your advertising is misleading and therefore should be changed and customers shouldld be aware of your company's technical problems.

6/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: xoom corparations advertises on tv picked up money delivered in 15 minutes my recpient is going on 3 days with out receiving it •Xoom Transaction Number: FGXXXXXXXXXXXXX •Sent to: ....... •Amount Sent: 160.00 USD date send 05/08/2015

Desired Settlement: no setllement request just want to provide bad feed back

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

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent money to Brazil, via Xoom.com. They sent it twice, by mistake, on different days, 10 days apart, and refused to return the money to me. I sent $100.00 to Brazil, via Xoom.com, using my debit card, on 4/10/15, transaction number XXXXXXXXX. By 04/16/15 the money wasn't deposited yet, which is not common, usually they deposit it within 3 days. I called and sent an email to Xoom.com asking why the money wasn't deposited yet. They apologized and sent the money again. The following day, 4/17/15, I realized they were taking $100.00 out of my bank account again; as I logged in to my Xoom.com account, there was another $100.00 transaction, dated 04/16/15, transaction number XXXXXXXX. I called and sent them an e mail asking to stop the double transaction, that I did not request that second transaction. They kept on giving me the run around, for 3 days in a roll, until they said there's nothing they could do about it. The money was already sent and that was it, nothing else to be done. Huh? Excuse me? You stole money out of my account and there's nothing you can do about it? I don't think so! ADDITIONAL DETAILS: Case is being handled by another organization: Citibank

Desired Settlement: I sent money to Brazil, via Xoom.com. They sent it twice, by mistake, on different days, 10 days apart, and refused to return the money to me.

Business Response: 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.

5/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Using Xoom's service, I wired $3K twice, total $6K, to Canada. Xoom claimed $6K was deposited at the recipient's bank, 9 days later all $6K missing. Using Xoom's service, from my Wells Fargo account in California, I wired $3K twice, total $6K, to Bank of Montreal in Calgary, Canada on April 9 and April 10. Xoom claims the two transactions of $3K each were deposited at the recipient's bank. The recipient's bank, Bank of Montreal, says they have had no communication from Xoom or their agents. Both Wells Fargo and Bank of Montreal tell me that law requires a wiring agent to provide specific updated and accurate information on the status of a wire transfer at all times. Xoom cannot do that. Xoom's web site and telephone "support" personnel have assured me for days that the money was deposited. But, 9 days later, the receiving bank has no record of a transaction. Nobody knows where the $9K has gone! Niine days later, Xoom is telling me to wait an ADDITIONAL "1 to 4 business days" for news on the transactions, which would mean my $9k would have disappeared for at least two weeks. Their online service agreement promises delivery in "1 to 3 business days". What can I to recover my money?

Desired Settlement: Full refund, interest on $6K, all expenses related to the recovery of this money.

Business Response: Initial Business Response /* (1000, 5, 2015/04/17) */ Mr. *****, As we've stated previously, the funds from your transaction ending in 6317 were handed over successfully to Bank of Montreal. Since Xoom is a third party, neither Xoom nor it's partner World Pay receives an update on the final status of the deposit, only that the funds were accepted. All transactions are processed electronically, and there is no human interaction involved, and certainly not on the part of front-line tellers at Wells or BMO, who may have provided you inaccurate information concerning such transactions. On April 16, 2015 your transaction ending in 6317 was rejected and returned to us without specific details beyond an issue with the recipient account information provided. For example, if your recipient has a multi-currency account, the transaction will be rejected. Often the type of account your recipient has will determine whether it can accept such transactions. When handing funds over to a recipient's bank Xoom has no knowledge of the type of account or account status of the recipient. The reason for the delay in cases of rejection depends entirely on the process of the individual bank in handling such issues. Funds that cannot be applied will be sent to a suspense account for further processing and return. Although normally we must wait for funds to be returned before we can initiate a refund and BMO has not yet returned the funds to us from the your transaction ending in 5400, we decided as a courtesy to initiate the refund for that transaction as well. As to the 1-4 day refund processing, that is standard a standard ACH process. Please know that ACH processing is not proprietary to Xoom and is a widely used payment processing method. As stated your full refund for both transactions were initiated on 4/16/15 and you will receive them shortly. As to your request for interest and fees, we do apologize but there was no error on the part of Xoom and we will not be able to fulfill those requests.

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Funds are not received and it's been 4 days I send money on April 9 and my fund was debited on April 10 and it's already April 13 and the funds not been deposited to my sister bank account. The money was needed for a funeral expenses and I have to a new way of sending the money for my family. I called Xoom and what the representative told me "we want to make sure the funds are not fraudulently transacted" what do you mean by this Xoom did an ACH transaction from my account so they received a confirmation from my bank that it was OK, so they should do credit my sister account as soon they get notified, not on the day he told me that transaction pending until April 15. They shouldn't advertised it then " send money in an instant", because that is a lie. They should not deceiving their customers that it will an instant deposit if it will take weeks.

Desired Settlement: Stop deceiving customers with false advertisement.

Business Response: Initial Business Response /* (1000, 7, 2015/04/16) */ We 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 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. Again, I apologize for the difference in experiences and greatly appreciate your feedback Initial Consumer Rebuttal /* (3000, 9, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The concern about fraudulent activity is not acceptable, if your company is concern as such contact your customers not just holding their funds for such a long time. Stop advertising that it take a minutes because you are misleading the people.transaction on a Thursday, debited the account on Friday and it was credit the recipient on Tuesday. Your company knows the reason that your customers sending money to overseas is for emergency reasons and holding that long is not acceptable. Especially you debited the account immediately. Fraudulent for your customer is great BUT the actions is not acceptable because instead pro-active action by verifying to your customers if this their transaction it easy just to hold the funds I don't see and understand that logic. This is your representative reasons out to me because a concern of fraudulent. Especially if been a customers for such a long time and always sending money to my family because of emergency like this time it's for hospital and then for funeral expenses that is needed as soon as possible. I am so disappointed with XOOM, false advertisement and slow in delivering the money. Final Business Response /* (4000, 11, 2015/04/22) */ Again, we apologize for any inconvenience, however Xoom does not hold our customer's funds, ever. The 1-4 day process is time it take for the funds to travel from your bank account to Xoom. As we mentioned, most of the time we're able to pay out on our customer's behalf before actually receiving their payment. However, in some rare instances, we simply must wait for full payment to be received before we can pay out the transaction.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MY DAD AND I USED THERE SERVICE BACK IN JANUARY THE TRANSACTION GOT CANCEL AND THEY HAVE FAIL TO REIMBURSE US THE MONEY OF $254.99. BACK IN JANUARY 29, 2015 MY DAD AND I USE THE SERVICE OF XOOM TO SEND MONEY TO MEXICO. TRANSACTION #XXXXXXXXXXXXXXXX WHICH I HAVE ALL PAPER WORK. THE PAYMENT TO XOOM WAS MADE WITH MY DEBIT CARD OF $254.99. THE TRANSACTION WAS CANCEL BY XOOM BECAUSE THE PERSON WE SEND THE MONEY WAS UNABLE TO PICK IT UP ON TIME. I CHECK BACK WITH XOOM AND THEY SAID THE MONEY WAS REIMBURSE BACK TO MY ACCOUNT ON MARCH 1, 2015. I CHECK WITH MY BACK AND THE MONEY HAS NOT BEEN CREDIT TO MY ACCOUNT. ON APRIL 3, 2015. I FAX A LETTER EXPLAINING THEM THE PROBLEM WITH COPIES OF MY BANK STATEMENTS AND A COPY OF MY DEBIT CARD. I BEEN TRYING TO COMMUNITCATE WITH THEM. BUT THEY ARE REFUSING TO TALK TO US. ON MY LETTER I EXPLAIN THAT I NEED IT A CALL BACK AND THEY HAVE NOT DONE SO.

Desired Settlement: THE ONLY THING I NEED IS FOR XOOM TO REIMBUSE ME THE MONEY ASAP. THIS COMPANY IS A FRAUD AND LIES TO PEOPLE.

Business Response: 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.

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed on to the website to send $100 overseas. The money was not delivered but they say it was...this is fraud. I registered on their website xoom.com to send $100 overseas to be picked up by a realative. The recipient went to the bank with the reference number provided by xoom.com as seen below but she was told that there was nothing for her and on the email I received it says that the money was already picked up at 12:59 pm! ******** **********************: XXXXXXXXXXXXXXXX ******** a: *** ***** ******* ****** *Monto enviado: 100,00 USD

Desired Settlement: I just want to receive the $100 back as this is obviously a scam.

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ We apologize for any inconvenience. We have since confirmed that the transaction was successfully picked up by your recipient. We appreciate your confirmation of that as well.

4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. They refuse access to joint holders of a bank account. 2. They still refuse access to my xoom account even with a different bank account. My wife uses one joint bank account for her transactions. I then set up another joint bank account for me to access. I tried to log in several times. Each time, I filled out the necessary information. They refused to reset my password. I called on the telephone twice. They still will not resolve the issue. They say that all of my address data will be deleted if I want to use their service. Is this an anti-marriage and anti-American company?

Desired Settlement: Access to my account without any deletions. Access to a joint checking account.

Business Response: 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 accounts. That is why you cannot add the bank account to your Xoom account. We do this for security purposes. We're sorry to hear that you've had issues resetting your password. The reset feature does require you to enter the payment source you have added to your account for security purposes. You can proceed in doing so, and as you stated recipient details will be removed, and again that is for your security. You can of course add that information back.

4/16/2015 Delivery Issues | Read Complaint Details
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Complaint: Did not honor the contract to transfer money to India within four hours. I entered into a contract on March 19, 2015 to trasfer $1000 to Mumbai, India. Xoom specifically promised to credit the amount to the recipient's account in India within four banking HOURS. On the night of March 19, 2015, a total of $1004.99 was withdrawn from my account in the USA but the recipient's account was not credited in India on March 20, 2015, as promised. On contacting Xoom, they are now saying that it will be credited on March 24, 2015

Desired Settlement: I am asking for $100 compensation, an unconditional written apology, and change of unfair advertising practices, which violates the FCC rules.

Business Response: 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 processing. Xoom had not yet received your funds and thus we had to wait until payment was received prior to completing your transaction. Additionally 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 balance. You 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 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 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 hours. If it takes three days for the funds transfer, Xoom knows/ ought to know about this, then why do they do false advertising. Our account was debited the same day. Secondly, providing our bank statement was not a condition of the agreement. We did provide Xoom with an email received from our financial institution stating that the amount was withdrawn from our account for Xoom. My 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 inconvenience. However, Xoom does live up to it's advertising. As was explained to you, Xoom is usually able to pay on our customer's behalf prior to receiving payment. However, sometimes we must await a customer's payment before we can proceed with the transaction. As you mentioned your account was debited, however, we do not receive payment or a notification that the payment failed for up to four business days. At 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 UNCONDITIONAL. It is very clear that Xoom is doing blatant FALSE ADVERTISING by promising transfer within four hours. I 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 hours. Once again, this is nothing but total CHEATING. Instead of accepting their fault and make it up to me, Xoom chooses to argue. I stand by my demand of $100 compensation, unconditional appology, and Xoom change its advertising.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They will not remove my bank account information or allow me to login to remove it myself. They declined my transaction and I asked them to remove my bank account information. I can no longer log into my account and they refuse to remove my bank account information. They are preventing me from logging into my account so I can delete it myself. I want my bank account information removed and they state they have the right to store it on their systems and prevent me from removing it.

Desired Settlement: All I want is to be able to log into my account and remove my bank account information from their system.

Business Response: 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."

4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account with Xoom was arbitrarily canceled via email. I was told it was final and there could be no appeal. I received zero personal contact. After the 3rd time I used Xoom, I received an email canceling my contract for supposedly being "commercial" in nature. It is not commercial so I reached out to customer service. The person could not give me a reason for the cancellation and suggested I respond to the email. I emailed Xoom and received an email in response asking for my ID and a description of my relationship to the people I had wired money to. I did so in what I thought was a pretty detailed fashion. After a couple of days I received a terse email back that didn't acknowledge any of the information I had sent but simply restated that my account was canceled, that it was within their contractual rights to do so, and it could not be appealed. I recognize their right to do business with whom they choose, but it is horrible service and is causing me a lot of work to find another way to help my friends. The worst part is that they don't offer a reason or explanation for the cancellation.

Desired Settlement: I would love to be able to continue using their service frankly, but I'm not sure I trust them anymore after the way I've been treated. Not what I expect from a US company.

Business Response: 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"

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Someone got hold of an old ATM card. Used to get cash over 600.00. Xoom did not require the use of a PIN to access account. This action was alerted by Someone got hold of an old ATM card. Used to get cash of $572.99. Xoom did not require the use of a PIN to access account. This action was alerted by physical inspection of account activity on March 4, 2015. The ATM card account has been canceled. This is all we know. Bank of America will investigate. There is no reference as yet who got money from Xoom. ADDITIONAL DETAILS: Case is being handled by another organization: Bank of America, Riverside County Sherriff

Desired Settlement: Require Xoom to require PIN

Business Response: 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.

3/25/2015 Problems with Product/Service
3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Service is not working as they advertised , they are not depositing money to the destination and not even cancelling the transaction . I made two transactions for emergency medical purposes , with in few minutes i got a mail from stating transaction got delayed ! immediately i called xoom customer service and they said to me there is some technical issues from their partner bank i asked for the cancellation for that they assured they will do clear in 24hrs . and after 24hrs that is saturday my destination bank will work for 10AM-12:30PM and still transaction is pending again i called xoom customer service for clarification , again they told me same technical issue i requested for cancellation they said it is not possible !! after long discussion that representative checked with his manager and confirmed me that money is already credited to destination , when i called indian bank to verify they told me their is no such incoming deposit request ! again i called back to the XOOM customer service at this time he is not doing anything for me i asked for the cancellation he said it is not possible ! that call went very frustrated and ends the call . then i started exploring the situation i found some recent same kind if scenarios with the XOOM customers in their blogs , again i called customer care for checking the status at this time a lady tried to assist me at this time but nothing will work after that she told me to call back . after 30 min i got a call from her in middle of the discussion she went on mute for some time in middle of discussion ,i know they did intentionally i told them that i won't disconnect the call with out solution after that she came back online and repeating the same story . still my issue is pending my two transactions are on hold . we have to barrow money in india for higher interest rates and waiting for xoom to credit money to us . planning to hire a lawyer to sue them.

Desired Settlement: i want to deposit my money with out any delay , seeking compensation for the problem they created .

Business Response: Initial Business Response /* (1000, 5, 2015/03/06) */ Mr. *****, 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.

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fraudulent Practice On Nov XX XXXX i sent thru xoom.com and on Dec 29th 2013 I was informed thru cellphone text message that the transaction was completed. On Dec 2014 i sent another 200usd to the same recepient. I learned that it was the first time with xoom.com. This raised flag and started my inquiry. The nov 2013 transaction was fraudently issued on dec 29th 2013 to the same recepient name but in ******** ******** where **** ******* is from ********* **** (like New Jersey to Washington state comparison). When i filed a complaint xoom response was 3month window was over and cannot do anything about it. I hope u can look on to it Looking forward to your reaponse.

Desired Settlement: Refund.

Business Response: Initial Business Response /* (1000, 5, 2015/02/11) */ We've reviewed the account and would like to confirm that Xoom received a Declaration of Unauthorized Use on January 28, 2015 for a transaction placed on November 12, 2013. The fraud claim was denied on February 2, 2015 and the denial remains valid for the following reasons: -The transaction was picked up at the same location as the valid transaction placed in December 2014 to the same recipient -Please note, the original pickup location communicated was incorrect and we apologize for the error - the correct pickup location is in Bogo, where the recipient resides -The recipient ID number recorded at the time of pickup in 2013 is the same as the ID number recorded in December 2014 by the same recipient Therefore, we do not believe that there is evidence of any fraud in this case as the information confirms that the same recipient using the same ID picked up both transactions. If there is additional information that would help us with this investigation, please feel free to contact us so that we may review it. Initial Consumer Rebuttal /* (3000, 7, 2015/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Last December 2014 I have reached out to Xoom.com several times to inquire on a transaction on Nov 2013. I was given the same answer: the transaction was received by the recepient in a specific claim center in Mindanao, Philippines whereas the recipient was never been and probably will never be in the said area (for emphasis, Mindanao and Cebu is like New Jersey and Washington State in distance). This is way different answer from your inquiry. The recipient denied reciept of any monetary transaction from xoom.com in 2013. During my inquiry I was required to submit a pre-formatted form and send thru email to a xoom.com address which I complied with. After several days I was informed that the statue of limitation to file complaint passed ****** the 3-month period. I sent an email expressing my frustration on the said matter. My take are: 1). In Dec 2013 I was sent a text notice of receipt thru my phone. On the text receipt notice there was no mention of location it was withdrawn, the location would have alerted me that fraudulent representation was made and I should have acted accordingly. 2. The recipient never received the said amount of 200Usd. 3. Xoom.com's response on an inquiry on the consumer-level is way different fromy your office. 4. I just want a refund of the 200usd deposited to my account (which they have a copy). I have stopped doing business with Xoom.com and I will not recommend it to friends and family. Final Business Response /* (4000, 10, 2015/03/03) */ Ms. *******, Once again, your claim was denied as we have proof of payment that the funds were picked up in the correct location in Bogo and not the location that had been mistakenly noted previously.

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom Corporation is a scam and is used by people who steal others financial information for personal gain. My credit card information was stolen while on vacation out of the country. The person who stole the information used Xoom to wire money. Xoom in one day process 17 different transaction on my credit card. The total in a 3 day period was almost $5,000 before we were able to be reached by my credit card company. What company does this without seeing that something is not right with the transactions. In contacting them they don't seem to understand the problem. Based on my research of Xoom is seems to be a serious problem and criminals find this organization to be a very viable partner to steal money from people, as they don't begin to question any transactions. How they have maintained a A+ rating by the BBB is beyond imaginable. Also another couple who vacationed with us in the Dominican Republic also had their CC information compromised and also had Xoom transferred on their statement as well. Thieves seem to love that Xoom is out there to support their stealing.

Desired Settlement: I would like my money back!!!! I would also like the information of where my money was sent and who it was sent to, as my credit card information was used so I should be entitled to know where MY money went and who received it. I am working with the company who's employee I believe stole my information and I would like Xoom to help me prove my case and get that person fired. I would also like the BBB to identify what Xoom really is, a company that helps theives send money out of the US. Their business practices provide no safety for consumers whose information is being stolen, as they seem to process all transactions without really any questions or concerns as to who is being hurt.

Business Response: Initial Business Response /* (1000, 5, 2015/02/23) */ Mr. ******, We are of course sorry to hear that your financial information was stolen. However, to state that Xoom is at all complicit in fraud or tolerant of criminal activity is a completely false claim. Much like with any merchant stolen financial information can be used to attempt fraud. However, our proprietary fraud detection system worked, and we were able to stop the transactions and cancel them. You have been in contact with our fraud team and they have resolved this matter. A refund has been approved.

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: refusing to remove "restrictions" On Dec. 21, 2013 Xoom processed some money I sent from Patelco Credit Union to my Bank of Nova Scotia account in Canada without any problem. However, you refused to send same on Jan. 21, 2015. After giving my personal information to the “customer service” woman on Jan. 21, then I did the same with the "Verification Team" on the 21st of January and Alayne said it would go through if I waited a few days and they fixed something on Xoom’s end. I did, but Why was it cancelled on the 29th? I did as I was told and changed the recipient to my own name. On the 2nd of Feb. I’ve repeated my name address and email to 4 women in the Philippines by now and am still getting no traction. The latest, “*********” says that I have to change my bank account number in Canada because they can’t re-set Xoom’s verification software to allow it, even though they said I’m allowed to send money just as I did in Dec 2013, only to my name instead of Bank of Nova Scotia. This is customer service? Or just busywork for you outsourced customer service dept? Real time wasting, trouble making for customers.

Desired Settlement: After the gals in the Philippines wasted hours and days jerking me around, one, Len, finally "validated" the "removal of restrictions" to the account that were arbitrarily placed after the first time I sent money to my account in Canada. I've got better things to do with my time. Get a more effective customer "service" team, preferably those who do what they'll say, and not waste my precious time.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ Ms. ********, 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.

2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom service does not disclaim the fact that some transactions might take 1-4 days when using a bank account. On Feb X XXXX I tried to send some money via Xoom.com using an android application. I followed all the instructions as explained through the phone. During the time of payment they state that if you use your bank account and you pay a lower transaction fee. Which I completely understand and chose that option, later on I received an email that in order for my transaction to be completed i had to call and that it would take 1 to 4 days. Which is a clear miss representation of the service. Had they had a disclaimer that some transactions may require 1-4 day verification I would of chosen another option.

Desired Settlement: All I seek is that Xoom be held to the penalties of false adverticement, and that they add a disclaimer so the users can make an educated decission.

Business Response: 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 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" The vast majority of transactions are sped up and processed before ACH (eCheck) processing completes and Xoom receives payment from the bank. In 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 case. After 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 $27.99 fee on a subsequent transaction that was funded using a payment card. We 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 accordingly. What 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 1-4 days. If that information was presented to me upfront then I would chose the option that satisfies my needs. If 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 1-4 days. I 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 complain. It'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.

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xoom.com is a money transfer company. I tried to use their services to transfer $6,000 to Poland. For some technical reasons they could not complete the transactions and sent me emails telling me to call them. I was told by phone that the transactions had not gone through. Therefore I went to my bank and wired this money to Poland instead of using their services. Then one of their transactions did go through causing overdraft charges and an insufficient funds charge. The insufficient funds charge was $38.50 and the overdraft charges were $24.00. I called and complained to a Xoom.com customer service representative and was told she could not help but would have a supervisor or manager call me back. This person did call and also said most likely there is nothing they could do but said she would call back in a couple of days. Now 2-3 weeks later have heard nothing from Xoom.com. Order_Number: Case XXXXXXXX Account_Number: Transaction XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I expect Xoom.com to simply reimburse me for causing my bank to charge me $38.50 for the insufficient funds charge and $24.00 for the overdraft fees assessed to my account.Total Refund I expect is $62.50.

Business Response: 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.

2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The service advertised states that money will be received in a pre-determined period of time. In my case it was 15 minutes. I initiated the transaction through Zoom.com's mobile application at 10am on Saturday morning. On their website it clearly states the multiple delivery options for the money and the time it takes for the money to be delivered. In my case it was listed as 15 minutes with no mention of other terms and conditions related to the transaction. I received an email from them stating that the transaction had been received. Then I received a follow up email asking to confirm very personal information (a copy of a government issued ID, my SSN, and my occupation). I sent the information immediately. I didn't receive confirmation so I called. They confirmed receipt of the necessary information and that the transaction would be processed. I then received another email stating that the transaction was still on hold and asking me to call again. I did. I then was told again that the transaction would process immediately. It is now more than 24 hours since making the initial request and no money has been delivered. So, I called to confirm and was now told it can take 1-4 business days for the transaction to process. So, I feel that they are using false advertising since it does not refer you to Terms and Conditions where it explains any additional process or delays in processing.

Desired Settlement: I would like them to be required to adjust their site to reflect appropriate information and also be reimbursed for the time that I wasted in processing my transaction through their service in an amount equivalent to the amount that I requested be sent which is $1154.

Business Response: 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.

2/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom refuses to provide a secure means to provide bank information to resolve a debt. On 12 November, 2014 09:33:26 PM PST, I used Xoom Corporations money transfer service to send 100 dollars to a family member in ******. Although I provided the correct bank account and routing number, I learned later that my credit union requires the additional digits (XXXX) to be added to my account number to designate the account type as checking account. I have informed Xoom that they merely need to add the additional 4 digits to the account number I already provided to them in order to complete the transaction. Xoom has refused to resolve this problem. Instead, Xoom shows total disregard for the security of my financial information by insisting that I pass that information via an un-encrypted means. Xoom has blocked me from acces to any secure encrypted means of passing ** bank account information. I absolutely will not put my financial information at risk just because Xoom refuses to provide an encrypted means by which I can pass ** financial information to make this payment. I am ready and willing to make this payment but only if my financial information is protected from fraud. I would have never used Xoom if they had not initially provided a secure site to enter my financial information. As a financial service, XOOM should be aware of the risks posed by hackers. I already informed Xoom several times that that all they have to do is add the digits **** to the end of the account number I initially provided, but I will not under any circumstances pass ** entire account number via an unencrypted means. As long as Xoom is blocking me from providing this information via a secure means, they have only themselves to blame for this bill not being paid.

Desired Settlement: Respect the security of my financial information by providing an encrypted and secure means of passing ** account information so that this issue can be resolved immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/01/06) */ Mr. *****, 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. *****, 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.

2/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Their system is unsecured. My husband and I have been using their services until yesterday 1/24/2015 somebody from the Philippines attempted to use our accts to transfer money from our banks here, not once but several times. Even our personal information was compromised. Our email addresses were locked for good 12hrs. Every time we change the passwords the hackers will change it too. Xoom was not aware until we called them and informed hem. We had to ask Xoom to delete our accounts .

Desired Settlement: We just want to share this so people would be aware that xoom.com is not safe to use for money transfers because they can compromise personal info.

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ Thank you for bringing this matter to our attention. We take matters of financial security very seriously. One 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.)

1/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have registered a case with Xoom stating Fraud Transaction to a receivers bank account number which was changed without my knowledge I have registered a case (Case Number XXXXXXXX) with Xoom on December 23 stating a Fraud Transaction that was made on December 18. I have been calling Xoom complaint department about the status of the case and I have been told that my case would be resolved soon. I am not sure how long do I need to wait for my case to resolved and my money would be returned back to my account.

Desired Settlement: I am requesting Xoom to return the amount that was withdrawn from my account on December 18th.

Business Response: 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.

12/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: There was an unauthorized transaction made from my xoom account on Nov 18th at 6AM MST which I'm 100% sure was not made by me. On 18th Nov 201 at around 6AM there was a transaction of $2998 made to India from my account which was not authorized by me. There weren't sufficient funds in my checking account. Which is why I'm sure that I hadn't made the transaction. Due to insufficient funds, the amount got deposited back to my account but I was charged a fee of $35. I assumed that the money was not deposited to the Indian account since I saw it reflect in my checking account. But apparently that was not the case. There was another transaction of same amount on my checking account on 28th Nov 2014. And I had been locked out of my xoom account. This disabled me from viewing any details on my xoom account. When I called the Xoom customer service, they told me that they did a 2nd processing on my account to check for $2998. And I again had insufficient funds and I was charged of $35 again. In this situation, I understand that the big picture is that I owe $2998 to xoom because the transaction from their end to the India account is already complete. But, the whole cycle of charging my account with insufficient funds started off with an UNAUTHORIZED transaction. It was a fraud made from my account, so that xoom could make some money out of charging me every time for insufficient funds. Here is what has been happening: 1. Xoom unauthorized transaction without my consent of $2998 2. Virtually money comes back to my account saying I have insufficient funds but I'm charged $35 for this 3. In the meantime, I'm locked out of my Xoom account. 4. My account is reprocessed for $2998 again and the cycle of having insufficient funds repeats again. The very first transaction was not made by me and I know that for sure because I was fast asleep during that time. This whole transaction started as unauthorized. I will never have sufficient funds in my account and hence Xoom will make money by deducting $35 everytime they process. Also, not to forget, Xoom has been making transactions on my account as and when they like. I have never been informed of all these transactions or not even given a call about it. When I call the customer care, they said it's supposed to be understood from a notice email that they sent that they will be processing my account at their will. I need this issue to be resolved by stopping processing my account! The transaction was not made by me and I don't have to pay for that. I would request more investigation on the transaction that was made on Nov 19th. Here is the transaction number for Xoom which was made during early morning hours but not by me: XXXXXXXXXXXXXXXX The very first thing to investigate is the above transaction and track down who made it!

Desired Settlement: I'm just hoping for xoom to stop their processing on my account and not charging my account $35.

Business Response: 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 number. I called back at least 4times and left voice mails but he didn't respond back to my call. Xoom 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 connect. He will attempt to contact you again.

12/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Bait and switch! I used Xoom's dollar-to-dollar service. I paid extra to have my fiancee receive it in US dollars but received PHP peso instead! I have been using Xoom since 2012 and was generally satisfied until last week. I sent $750 to my fiancee in the Philippines. I chose that time to have my fiancee receive them in US dollars so she could shop for better exchange rate elsewhere since we knew Xoom offers a much lower rate on its website. (As of this writing, Xoom rate is US $1 = PHP Peso 43.33 compared to the prevailing exchange rate of US $1 = PHP 44.53) Xoom charged me $3 extra for this service. But, when my fiancee went to one of the designated payout locations to pick up the money, they told her they were "out" of US dollars even though the bulk of their business involves BUYING US dollars than SELLING them. While the final decision whether to receive the money in PHP Pesos or find another location was up to my fiancee, she hesitantly chose to accept it in PHP Pesos at a much lower rate since my fiancee needed the money immediately and it would have been very time-consuming and inconvenient for her to go from one location to the other to find out which location or bank has US dollar "available." All in all, we lost more than $23 dollars because of this. (The $3 fee I had to pay extra in order for my fiancee to receive them in US dollars plus the difference due to their lower exchange rate - PHP 32,475.00 instead of PHP XXXXX.50 or a difference of PHP 922.5 or $20.73). I immediately contacted Xoom customer service to file a complaint about this which offered me a half-hearted apology and tried to blame it on my fiancee for accepting it and no offer of refund from the extra fee I had to pay and to make up for the lower rate my fiancee had to accept. Xoom has the SOLE responsibility of ensuring that its payout partners have the proper denominations available for remmitances, not my finacee. It is in their payout partners' interest to pay its customers in PHP at their own rate (which is lower than the in other money exchange locations), rather than in US dollars. Also, like most remittance services like Cebuana Lhuillier and other Xoom payout partners, they do the bulk of their business BUYING US dollars rather than SELLING them. So, whether the payout location really has NO US dollars "available" is highly suspect!

Desired Settlement: It is Xoom's responsibility to deliver what its customers have paid for. Rather than offering a half-hearted apology, Xoom should offer its customers a refund on (1) the extra fees we had to pay. (In this case, $3 extra) and (2) the difference between the prevailing US dollars to PHP Peso.

Business Response: 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 BBB for making this thing happen!

12/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I tried to reach the customer care number provided by Xoom.com, Call (XXX) XXX-XXXX if you call this number it goes straight to the scam center.. The problem with listing the right number on their website, when I called it went to the scam center and offered caribbean cruise line with three days and two nights offer free but need to pay like 118 as govt. fee. If you use X (XXX) XXX-XXXX you will reach to the xoom service people, I am not understanding why xoom posted (XXX) XXX-XXXX where it leads to disaster for people like me.

Desired Settlement: Get my scammed money for $118.00 and correct the correct contact number on their listing and provide scam alter notification to its all reg. users...

Business Response: 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.)

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom.com is an organization that deceives their customers by using their Credit Card while doing the transaction as CASH transaction and charging inte They are bunch of thieves taking innocent customers to the cleaners through deceptive adds and business transactions. they don't disclose the total cost of a transaction until it shows up on the credit card.

Desired Settlement: Refund all the interest charges because they changed the transaction from a credit card to a cash transaction and charging me 24% interest.

Business Response: Initial Business Response /* (1000, 5, 2014/11/17) */ Mr. *****, 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.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The company failed to transfer money to my party in India, after getting all details, including my bank account number and routing number. I signed up with the company to transfer money to my acquaintance in India, on Oct 28, 2014. I gave them my bank account number, routing number to transfer $500. I also gave them the details of the bank account of the person receiving it. The company never mentioned any requirements while I was doing the set up, and particularly, the fact that they took my bank details. They then sent an email that they require verification. When I spoke to them, they said I can only send money to family members. I am concerned that my banking information could get into wrong hands. They also wasted my time - had I known one could only send money to family members in India, I would not have signed up with them.

Desired Settlement: I want an assurance that my banking information - account number and routing number is secure. If there is any fraud, they will be liable. In addition, they should explicitly state on their website and commercials regarding whom the money can be transferred to in India. It appears that innocent customers may give their information, spend time and efforts, and eventually not be able to transfer money to their loved ones. They are falsely proclaiming in their advertisement and commercials that this is the quickest and easiest way to send money to India

Business Response: 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.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom advertised Instant Money Transfer to India but in actual needs minimum 4 business to deliver/transfer money to India !! Problem Date: 11/6/2014 Purchase Date: 11/6/2014 XOOM Transaction #: XXXXXXXXXXXXXXXX Customer Service Rep 1: **** (ID: XXXXXX) Customer Service Rep 2: **** (ID: 5181) Customer Service Rep 3: ********* (ID: XXXXX) I needed to urgently transfer money to India for my father's unexpected surgery. After seeing, Xoom's instant money transfer to India's ICICI bank, i initiated a transfer $1500. It was advertised as an instant transfer but it now after 12+ hours, it turns out, XOOM needs 4 business days or 6 calendar days to actually transfer money to India. I spent close to an hour explaining 3 customer service reps to either cancel transaction as if nothing happened or expedite it to their promised instant transfer. I received no help from them other than their unreasonable insistence for my bank statement for a transfer that is promised as an instant transfer. Please help fix XOOM's arrogant and out rightly deceptive advertising practices.

Desired Settlement: An apology, followed by instant transfer of my money as they promised or refund the entire amount plus penalties.

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ Mr. **********, We do apologize for the inconvenience. This is a case of Xoom needing to wait for your payment to process before we can send the funds to your recipient. Most of the time we're able to send the funds prior to receiving payment, but for various risk related reasons, we sometimes must wait for full payment. The request for a copy of your bank statement helps us verify that you are in fact the owner of the account, and that you have funds available which means Xoom will receive payment. This option is still very much open to you should you wish to take advantage of it. Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This explanation is simply more of Xoom's continued deceptive productive marketing! They advertised their service as Instant Transfer to ICICI bank, but now instant is 6 days and still money never reached receipient. Asking for bank statement is just an excuse to legitimize prolonged processing time and now they can officially say they need to process bank statement in addition to regular processing. If Xoom were serious, they'd have offered a fee waiver for a second transfer (i asked for this and they turned me down) using credit/debit card instead of asking for more paper work! And if they are really serious, they'd show expected transfer times at the time of bank account details and not initiate a bogus instant transfer which is still underway even after 6 days. Importantly, Xoom refusal to apologize or suggest a problem solving alternative shows their strong intent of continuing deceptive advertising practices. Of course, they have now lost their good customer in me and many more of friends and families. I truely wished Xoom offered a real solution. Final Business Response /* (4000, 9, 2014/11/12) */ Once again we are sorry for the experience, however our claims are true in that we're able to pay transactions on our customer's behalf prior to receiving payment about 98% of the time. As we explained, sometimes we simply must await full payment before we can send the transaction. The four business days is the actual processing time for ACH (eCheck) funded transactions, and is not unique to Xoom. Once again, we offered to help speed up your transaction by providing a bank statement so that we can verify that you have adequate funds to pay for the transaction.

11/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I SEND $200.00 TO MY BROTHER ******* LIVES IN ********* ON OCTOBER 10 IS SUPPOST A 5MINUTES TRANSFER I PAY $5.99 HIM NEVER RECEIVED NOTHING IN OCTOBER 10 I SEND $200 TO MY BROTHER IN ********* AFTER 7 DAYS IN A ROAD MY BROTHER RUNNING TO THE BANK OF CREDITO IN PERU HAS BEEN TOLD THAT IS NOTHING FOR HIM BUT AT SATURDAY 18 8 DAYS AFTER BANK TOLD MY BROTHER THAT IS ALLREADY DISCHAGE: MINE SOMEBODY ALLREADY PICK UP THE MONEY XOOM IS RESPONSABLE FOR THIS FRAUD SINCE DAY ONE , NOW THEY CHANGE THE VERSION THAT WHEN GOING TO RETURN MY MONEY

Desired Settlement: RETURN OF MY MONEY $205.99

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ Mr. *****, 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.

11/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was told by my bank that they were trying to take money out of my checking account. I would never new until my bank called to let met know My bank call me for a fraud alert on my account and they were on there, I do not know who they are but they are trying to take $394.00 dollars out of my account on 10/16/2014. My bank just had a name and I went through the names under Xoom Corporation and found them and ask them if they were the ones trying to take money out of my account. he said that I had account with them a I told him that I did not have account with them and it seems that he got a little mad and he hung up on me some I filed this complaint because I never got any answers about the problem.

Desired Settlement: Stop them from trying to take money from my account and fron others

Business Response: Initial Business Response /* (1000, 6, 2014/10/22) */ We're sorry to hear that you've been a victim of fraud. One of the members of our fraud team will contact you directly to resolve the issue. Initial Consumer Rebuttal /* (3000, 8, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Somebody called my house and left a message saying that they were from the Xoom Corporation and they want me to call them with this ID # that they left on my answer machine and I called but they tried to say that they do not have a record of that number so I fill that I just getting the round around, that is why I do not accept the response from the company Final Business Response /* (4000, 10, 2014/10/27) */ We're sorry for any miscommunication. However, your case is being handled by a very specific group, and due to the sensitive nature of fraud claims our general customer service team does not have access to your case. You'll be contacted again so that we help resolve the case. Final Consumer Response /* (4200, 12, 2014/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Right now I do not know who to trust, they sent me a form to fill out and I do not know how to fill it out, they want me to put my bank account number on it that is why we are here in the first place. I do not trust them. The form is called Declaration of Unauthorized Use I do not fill right about this. There are thing on the form that I do not know about like who tried to take the money out, the only thing I know is what the bank told me.

11/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company debuted $360.30 from my account yesterday. Until I caught this today I have NEVER heard of this company, do not transfer money, ever! This is a fraudulentent debit and will be pursued in court if the funds are not refunded Immediately. ADDITIONAL DETAILS: Case is being handled by another organization: The Bank of Kremlin, Enid, Oklahoma

Desired Settlement: Put back my $360.30 into my account or send it to my bank.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ We're sorry to hear that you've been a victim of fraud. One of the members of our fraud team will contact you directly to resolve the issue.

10/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failed to correct a billing issue and sends me a voicemail for using their services after 5 years of not using them. Concerned about impersonation. In 2009, I used this company to wire money to Colombia. Due to a bank mistake they could not collect the charges. After, checking with my bank I sent them a cashier's check. I started receiving voicemail from them in 2014 to welcome me as a member. I do not used their services since 2009. I called them to inquire and was told I am in collections, talked to collections and they said I owe money to them. I asked them for the email address to send a copy of the cashier's check sent in 2009. after that, they said it was a mistake and I do not owe money. I am concerned this company may be impersonating me to wire money overseas. Please investigate.

Desired Settlement: I want this company to send me certification that my name/identity has not been used to wire money overseas since 2010 until today (the last time I used them was in 2009). I am worried about my good name and credit. In addition, I want them to disqualify me from sending or receiving money transfers with Xoom ("Disqualified Xoom User") for the rest of my life. I do not want to be contacted by them in the future when this matter is resolved.

Business Response: 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 2013. That is courtesy call that's made to all new account holders. We apologize for the mistake in showing your account as being in collections, as it is not. There have been no transactions sent on your behalf at anytime. You 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 life. They refused to do it. They have the ability to do it (e.g."Disqualified Xoom User"). They allegedly blocked the account(s) under my identity. It will not prevent future attempts to impersonate me. The company insisted that I attempted to open or use their services in 2013. I explained that I sworn not to use them again since 2009. They confirmed that my information was used to open an account in 2013. I did not contacted them. It was not me. I explained that my personal information has been compromised in two data breaches at UNF and UMD. The company refused to disqualify my name/identity for life. I told them they must disqualify me or ban me from their services as I cannot and they cannot control third parties trying to impersonate me. They only blocked the existent account(s) but that will not prevent impersonators to open a new accounts and attempt to use my name again. Future 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 services. I am the only ******* ******** in the US based on the last digit of my driver's license ("0") and the ******** Family Tree available on Internet. Definitely, 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 services. After 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 fraud. Yet, they know I was impersonated in 2013. I explained them that impersonating people to send money overseas is a federal crime. This 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 life. The company also continues saying I contacted them in 2013 and it is NOT true. I will not ever do business with them. In addition, I do not want to be contacted via phone call by them. I 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 miscommunication. Your account is closed, and not accessible. As to the account opened in 2013, as we've explained it was opened using your information, including name, email address and phone number. As there was no payment information associated with the account and no transactions attempted,there would be no reason for us to verify that information. Again, that account has been closed as well. Also, there is no capacity for us to restrict access to our site based solely on a name alone. As 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 name. Xoom is fully compliant with all state and federal laws and regulations regarding the safety and security of our customers. Xoom employs proprietary risk systems that go above and beyond industry standards. We are of course very sorry to hear that your sensitive information had been stolen however, that was not in any way related to Xoom. For 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 life. This service is offered by them. I 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 consent. If 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.

10/23/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Created a Xoom account to wire money to a bank account in the ***********. Process takes so long w/o any updates and then transaction got cancelled. Tried to use Xoom to wire money from US bank account to a *********** bank account. There is no proper description on how they process the transaction that they need to clear it first with the US bank and place it in their account before they will wire it to the recipient. The process time is long for a single transaction without any updates and then got an email from Xoom that transaction was cancelled. Xoom was a waste of time and now have to verify on my US bank if the transaction made was debited or not. They even lock my account for no apparent reason and can no longer access my account. Called customer support and was no help at all. Poor quality of service and is a waste of time.

Desired Settlement: Refund for the Xoom transaction XXXXXXXXXXXXXX if they deducted the $300 wire money and $4.99 transaction cost.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ Ms. ******, The process you are referring to is related to the payment process. It takes a few business days to receive payment from a bank account. On occasion we must await full payment prior to sending the funds to the recipient. As to your payment, it unfortunately failed and thus the transaction was cancelled. Xoom was not able to collect the funds. You 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.)

10/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Money was not delivered My complaint is about a money transfer I made on September 8 transaction # XXXXXXXXX to ******. The money was never delivered, I sent bank extracts and Xoom does not reply. They show the transaction as completed on their website but the person never got the money!!!!

Desired Settlement: You need to tell me where my money is or refund me!!!

Business Response: Initial Business Response /* (1000, 5, 2014/09/29) */ Dear Ms. *****, 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 ***** 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.

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Being told i owe them for a transfer I did not request starting September 6 I started getting emails and phone calls on Transaction Number XXXXXXXXXXX. A transfer that they say was sucessfully completed but denied by the bank. They allege that I transferred $300 to my 9 year old son that lives with me. I have spoken to them and they send and affidavit to sign saying that i had not authorized the payment and did not signup for an account with them, I sent it back, they then contacted me by email again saying that they were referring me to their legal dept. I contacted them again and they said that they hadn't received the letter. I sent it again(10/3). They reviewed and were back to me within 45 minutes that my claim was being denied and they were again sending it to their legal dept. To do anything more I have to file a police report. I'm sick of g3etting the runaround. Ijust want this to stop. I've told them repeatedly that I had never even heard of the company until they start emailing me. They don't seem to care.

Desired Settlement: I want this transaction to be cancelled (as I never authorized or requested it). And them to remove any information they have on me from their system.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ Mr. *******, We have closed our collections case based on our findings. The account that was created has been closed. As to your request, we do not preemptively disqualify accounts from being created. Initial Consumer Rebuttal /* (2000, 7, 2014/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Xoom closed the case and have stopped contacting me.

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Fraudulent Charges Charged and credited my account 214.00.I had never even heard of them before this fraudulent charge. They DO NOT require 3 digit code from back of your card. I waited on hold for a half hour trying to speak to someone about this.

Desired Settlement: They need to require a bank pin AND the 3 digit code from the back of the card if they really want to prevent fraud.

Business Response: Initial Business Response /* (1000, 5, 2014/10/09) */ We are sorry to hear that your personal financial information was stolen and that an attempt to use it with Xoom was made. Xoom has a highly robust anti-fraud program. Furthermore, we do require the security code from the back of the card in order to use a debit/ credit card. The issue was not with our lack of required information. Your information was stolen and Xoom determined that the transaction was fraudulent and cancelled it. Initial Consumer Rebuttal /* (2000, 7, 2014/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My money transfer appears as completed, but my recipient's bank has not received the money. Customer service won't clarify when this will be fixed. I sent $1,990.00 on 09/14/14. The transfer appears to have been completed 09/16/14, but my recipient called me on 09/17/14 telling me the money was not yet received. I called customer service and they said that the money got to the bank after hours of operation on 09/16/14 and that was the reason it had not posted yet, but guaranteed me the money would be deposited by 09/17/14. The money was not deposited. I called at the end of the day and they said they needed a copy of my recipient's bank statement. She sent it and received an automated email telling her they received the statement. I called again because I read online complaints stating Xoom does not accept bank statements from the recipients, just the senders. I called and was told my recipients email was received but ignored. If I had not called I wouldn't have known. It is 9/18/14 and still have not received the funds. This was a time sensitive transaction. Customer service did not provide direct answers and avoided giving me concrete data. The avoidance of accountability made me very distrustful of this company and I felt very uncomfortable providing them with my and my recipient's banking information.

Desired Settlement: I need my transaction completed by 09/18/14.

9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom charged me twice for the same transaction after sending cancelation email per my request due to failure on sending via phone initially. i have attempted to make a transaction to brazil for charity i am collecting, via my phone, which failed, i then proceeded to do via computer. i noticed that Xoom took as TWO transaction and called for cancelation of one. i received and email of cancelation, but still Xoom did both transaction which also caused my account to go overdraft with a fee of $35. The initial transaction was of $55, which they did twice. Transaction to be cancelled Transaction Number XXXXXXXXX

Desired Settlement: Refund plus $35 overdraft caused by their faulty application in the first place and failure to cancel the transaction.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ Ms. ********* 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 BBB 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.)

9/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They put an unnecessary hold to my Xoom account, not permitting remittance. Xoom placed an unnecessary hold restriction (which they admittedly said that they have no idea why there was a restriction) in my account preventing my monthly automatic remittance to go through. I remit money to my Philippine Bank account using Xoom to pay for my property located in the Philippines. This hold resulted 3 month of non-payment to my property and the stress of losing the property itself. There was no type of correspondence or whatsoever initiated by Xoom to let me know that my remittances were not going through. This non payment also resulted P6600 (Philippine pesos) of bank fees in the Philippines. Xoom promised that they will fix it for me and will update me in 3 business days. It has been almost 2 weeks and never heard anything back.

Desired Settlement: Seeking that P6600 (philippine pesos) of bank fees that was charged to me by my bank in the philippines

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ Ms. ******, 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. ******, 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. ******, 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.

9/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged 3 times for the same transaction. Feb 6, 2014 - ordered transfer to ****** for ******* ****** ******* Feb 9, 2014 - was informed by Ms. ****** that transaction didn't go through. I contacted Xoom and they confirmed transacton failed. I reordered. Feb 19, 2014 - Visa statement shows two charges by Xoom. These are the transaction dates and reference numbers: Feb X: XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXDN0TQRHKTX Feb X: XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXDT0TD0M3NY March 19, 2014 A third charge appears on Visa statement Feb XX: XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXEA0TF6WD6A

Desired Settlement: refund the two extra charges

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

8/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent money remittance initiated from my account without my authorization. Looks like somebody from their internal organization hacked my acct received an email alert saying i remitted money for pickup -- recipient is unknown to me. Writing this to alert others -- what if some people do not check their email in timely manner, the transaction would have gone through. Another friend experience the same fraudulent transaction with Xoom. they should improve their security features.

Desired Settlement: none

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ Mr. ******, 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.

8/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Used Xoom.com for a money transfer from the US to Canada. Money is not in the Canada bank account, yet they state the transaction is completed. On Tuesday 07/29/14 I initiated a transaction for $995.00 ($1000 including fees) to be sent to my father account in Quebec Canada. The money was to be deposited at the latest by Friday 08/01/14. The money was taken from my checking's account with USAA on Wednesday 7/30/14. When I contacted Xoom on Friday evening to let them know the money was not in my father's account they said the transaction was completed. They sent an email to their "partner" that night and said we had to wait on their response (up to 3 days!!) I can track online transaction better than this! As of this morning (08/07/14), no answers have been provided. The money is still not in the account, which was transferred for an emergency situation. I sent xoom an email copy of my dad's bank statement to show them the money never made it. I asked for a refund so I could send my dad the money another way, but was told they could not refund me. That I just had to wait. When I asked to speak to a supervisor, he finally told me he would contact their partner by phone (after I asked for the phone # and was told I would not get any information). He then told me he was not able to speak to anybody, that he was just waiting for their e-mail. I find this situation to be unacceptable. They money was needed last Friday for an emergency situation my father is in. Well, if it was an emergency Friday, I don't know what it is a week later.. my dad needs this money ASAP!!

Desired Settlement: I want the money in my father's bank account by the end of business day, or a complete refund in my checking's account so I can send it to him with a more reliable company.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ Ms. *********, 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.

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used their service to transfer money to a family member. The money was picked up today by someone I don't know. The company failed to apologize. I sent $200 to my cousin in Panama the afternoon of Monday June 30th. The morning of July 4th I received a message that those funds were picked up. I hadn't made contact with my cousin since I sent the funds so it's impossible the money was picked up by him because he didn't have the transfer number. I filed a complaint and called Xoom. The customer service rep. was unapologetic and rude. When I asked him what I should do with regards to getting my cousin the money he needs he suggested I use their service again. I asked him how could I trust it after this money was stolen and he said nothing to make me feel better about the situation. He said in 3-5 days I should have an answer and that was it. No sorry, no I understand. I am disgusted and insulted. I have been using the service since September of 2012.

Desired Settlement: I'd like the 200$ I sent to be made available to my cousin immediately.

Business Response: 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.

8/7/2014 Billing/Collection Issues
8/5/2014 Advertising/Sales Issues
7/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized transaction is observed from my XOOM account with attempt to transfer $4499 to some unknown account but it failed. There are two unauthorized transactions observed in my XOOM account (login ID:- ***********@gmail.com) on June 12th with money transfer initiated with amount ***** (at XX-XX-XX XX:XX) and 1500$ (at XX-XX-XX XX:XX) to a person named *********** ******* I have not initiated this transaction and I am unaware of any such person by name *********** MANI". I did not receive any E-Mail or SMS Alert for this fraudulent activity on my account.

Desired Settlement: I need clear details on how this transaction was initiated and why alerts were not sent to my email address or mobile phone. I need to know if this was done by outsider or someone within XOOM as i have my bank information provided to XOOM during money transfer and do not want to wake up one day with a surprise of empty back account

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ Mr. *******, 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.

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulant transcation - as per xoom transaction number XXXXXXXXXXXXX was picked up in el salvador but it was never picked up On may X XXXX i processed a transaction for $1950 to recipient ******** ********************* but i never gave him the transaction number because i decided not send the money anymore because i used moneygram instead. On XX-XX-XX i received an email telling me that the transaction was going to be cancelled because of failure to pick up the money. On XX-XX-XX i received an email saying that my transaction was completed but i never told my recepient about the transaction or transaction number. This is fraudulant. Nobody picked up the money.

Desired Settlement: The email on XX-XX-XX also specified that if the money wasnt picked up within the 30 days starting XX-XX-XX it would be cancelled, 33 days later (XX-XX-XX)i received the email saying the money was picked up. This is fraud.

Business Response: 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.

7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am a customer of xoom.My email id with them is ******@gmail.com and contact number XXXXXXXXXX.I referred my friend and i didn't got referal bonus. I am a customer of xoom.My email id with them is ******@gmail.com and contact number XXXXXXXXXX.I referred my friend and i didn't got referal bonus.My friend also didn't got referal bonus of 15$ amazon card as advertised on their website. My friend name is **** ******* and his email id which i reffered is ***********@gmail.com and his contact number is XXXXXXXXXX.He also made transaction of 2500$ with them.

Desired Settlement: I want amazon gift card of 15$ as advertised by them to be given to me as well as my referral prem kadarla

Business Response: 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.

7/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unauthorized transaction 05/06/2014 I made a transaction using the application Xoom . This transaction was to Brazil to Bank Banco ITAU SA.. at 05/08 the transaction was REJECTED and I call for xoom customer service and someone told me that transaction was rejected because the Bank in Brazil didn't recognize the account. ..   So, I made a NEW transaction to a NEW bank CITIBANK and worked. A NEW TRANSACTION.....And they debited from my bank Bank of America account ..   05/21 my money was debited again from my account, and after several calls to xoom they told me that first transaction was allowed and that why they debited TWICE... And I became to argument with my customer in Brazil because he received the money suppose BUT HE ALWAYS TOLD ME ...THERE ARE NO MONEY...   and after days and days, more the 1 month after my first transaction he never received the money in that account. .. I called several times to Xoom.. I asked for receipt and they never sent me.. I asked to Xoom to send me the receipts and they never sent me.. I did a lot of complain and calls and noone care about my situation. ..

Desired Settlement: I wanna my money back...

Business Response: 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 live. Our partner was able to contact the recipient and confirm the correct information and complete the transaction as you have confirmed. We have since contacted you and offered you a fee refund and a gift card as a good will gesture. We do apologize for any inconvenience.

7/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not delivered as promised and not allow to cancell I made a transcation for an amount of $2500 thru xoom.com on June XX XXXX at an exchange of $58.7, where in xoom.com they mentioned that the transaction will be done in within 4 hrs. After 4 hrs when checked the status online, it is shown that transaction will take another 4 business days to complete. And when i called the customer care she told that it is because of the Bank,the transaction is getting dealyed. But when I called the Bank they told they don't have any issue with releasing the amount. Evening when I checked the Bank statment it is showing the $2500 is debited from my bank account and released to Xoom. And on Jan XX XXXX I called the Xoom Customer Care and asked about the transaction. She told the bank will the release the amount to them only on JUne 17 and amount will be credited to the recipents on June 18 the only. In between if I want to cancell the transaction then I can do the same. Since she told that the transaction will complete only on June 18 , I used some other source to make the transaction to the recipient and today when I called the customer care to cancel this transaction. she told that they already completed the transaction and cannot be cancelled. So i strongly beleive that Xoom was holding my amount (Intention to hold till June 17) and when they found that Exchange is going high, they suddenly release the amount for $58.7 (Today Exchange rate is $59.1). So I need Xoom to cancel this transaction or else i need transaction should be done based on the current exchange rate (which is $59.1 on 16-Jun-2014)

Desired Settlement: Since they delayed the delivery date as promised. I need xoom cancel this transaction or else they need to give the exchange rate based on today which is ($59.1). Now I need to spend lot of time and money to get the money back from the Recipents as I already transfer amount to the Recipents using other source as Xoom Custome Care executive told that Xoom transaction will be completed only on June 18th

Business Response: 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.

6/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom Corp. waived transaction fee upon entering a coupon code then retracted their discount. Xoom Corp. waived transaction fee upon entering a coupon code then retracted their discount.

Desired Settlement: I wish for the $4.99 discount to be applied and reimbursed to me. I also wish to be compensated for my time in dealing with this issue; the sum of $100.

Business Response: Initial Business Response /* (1000, 5, 2014/06/03) */ Mr. *******, 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.

6/17/2014 Advertising/Sales Issues
6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misleading the customers Xoom.com advertises 4 Hours to transfer online money to India however this is completely misleading. A person would generally use checking/savings account for money transfer from but if this option is selected the time of transfer changes from 4 hours to many days with the false pretension of approval from customer's bank.

Desired Settlement: The objective of this complaint is to make others aware of the misleading sales and marketing practice by the company

Business 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.

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: cancelled transaction still posted I made a money transfer transaction on 05/14/14 that was supposed to be cancelled on 05/15/14 and was assured it won't post in my bank acct, but it did. Now, I'm overdrawn & owe fees. On May 15, I was told that since my transaction was cancelled, I should make a new transaction. Now, one day after, 05/16/14, both the new transaction and the one that was cancelled were paid by my bank, thus causing an account overdraft. In the meantime, Xoom.com says they are only processing the 2nd transaction, and the first one that was supposed to be cancelled is still showing as cancelled in my online transaction summary.

Desired Settlement: A full refund of the cancelled transaction including transfer fee and a reimbursement of my bank overdraft fee of $12.50

Business Response: 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.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: used xoom.com to send money to the *********** because my family had an emergency, but the money was not still available after 3 days my family had an emergency in the *********** and needs money right away, we used xoom.com because their advertisement says "send money in minutes". we send the money on 14th of the month but its now the 16th and still its not available for pickup, but when I check my bank account they already credited the amount on the same day I sent it. when we call them they said that the money will be available to pickup on the 21st of the month ********** time because there will be a processing time of 4 business days. when we said that we will just gonna cancel the transaction the supervisor told me that it will take longer to process it. it will be return to me on the 28th of the month. my big question is whats the 4 days processing for when everything is done electronically

Desired Settlement: if they can't send the money to the *********** right away just return it us immediately because my family needs it VERY, VERY BADLY!!

Business Response: 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.)

5/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company no longer do business with South Africa and will not return my funds.4 calls so far with 4 exuses. Need to pay South Africa Bills.ASAP I have used this company a couple of years to tranfer funds to my wife account.In April, funds were withheld without our knowledge costing us huge fees. Upon inquiry, we were informed due to a change in laws of South Africa, they were no longer servicing this country. We have been trying to get our refund returned going on 1 month. My MAJOR problem is, I had a debit card issue in the past, and their collection demannded IMMEDIIATE payment.Why are they so slow to return our money. We need answers, not excuses

Desired Settlement: We just want ouur money returned and our account CLOSED. We will never do business with this company again...******** B **** Atlanta Fire Rescue

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Mr. ****, We apologize for the confusion and inconvenience the regulatory issue with South Africa caused. Although the process for refunding a transaction funded by a bank account can take a few business days. Though your refund was confirmed as successful on May 2, 2014 we will be further reviewing your case to identify any areas in which we could have been more helpful in resolving your case quickly.

5/21/2014 Delivery Issues
5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Improper Validation of My Transactions by Xoom Compliance Team Customer Name: **** ******* Phone Number: XXX XXX XXXX Xoom has been closed my account marking my transactions to my spouse as a commercial transacttions. I completely understand that Xoom has every right to cancel an account which involves in Commercial Transactions. But as a individual customer I am sure that I did not do any commercial traansactions for them to close my account. I have every right to understand the exact reason for that and I am complaining here on the false method of Xoom Corporate Compliance Review Team. I have to get justice from this Xoom company on unnecessarily closing my account.

Desired Settlement: I want an open review of my documentation and transactions that I have processed and on what ground the Xoom has decided that it is a commercial transaction. I need an open apology from Xoom on the way that they have behaved as well as restore my account with Xoom.

Business Response: Initial Business Response /* (1000, 5, 2014/05/12) */ Pursuant to the Xoom User Agreement and ***** 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 ***********@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 ******* 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 BBB to bring this to the attention of Xoom. Final Business Response /* (4000, 9, 2014/05/19) */ Mr. *******, 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 BBB 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.

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: XOOM HAS BEEN AGGRESIVELY ADVERTIZING ,DELIVERY OF FUNDS IN FOUR HOUR TO ***** , BUT I HAVE NOT RECEIVED FUND AS OF TODAY AND MONEY WAS SENT ON 17TH TODAY IS THE 30TH OF APRIL IT IS MORE THEN 13 DAYS , ON TOP OF THAT WE HAVE PROVIDED THEM AGAIN AND AGAIN BANK ACCOUNT NUMBER , BANKS MANAGERS LETTER THAT THE FUNDS WERE NOT DEPOSID FROM OUR BANK AND YET THEY KEEP ON SENDING SAME EMAIL TO SEND THEM BANK STATEMENT WHCICH WE HAVE SENT ALREADY AND YET NO RESPONSE.SINCE THEY TOOK THE MONEY AND NEVER DELIVERED AS PROMISED WE WOULD LIKE YOU TO CHECK INTO THIS MATTER AND IT IS NOT ONLY ME THE EMAIL THEY SENT WAS ADDRESSED TO SOMEBODY ELSE, THIS SHOWS THEY ARE PLAYING OR DEFRAUDING PEOPLES FUNDS FOR THEIR PERSONNEL GAINS KINDLY LOOK INTO THIS MATTER THANKS WITH REGARD SUNIL K BEHL

Desired Settlement: REFUND OF MY MONEY PLUS FEE CHARGED AND ALSO XOOM TO INVESTIGATE INTERNALLY HOW FAR IS THIS GOING BEFORE THIS IS BROUGHT BY ATTORNEY OR BANK AUTHORITIES

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Thank you very much for taking the time to share your concerns. According to our records, this transaction was rejected by the recipient bank due to the recipient's account being stopped and has been fully refunded. We will look into the service you received in order to identify any opportunities in how this issue was handled.

5/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom claims that the U.S. department of Treasury isn't a United States funding source. http://****************************************************************************************** is my credit card. Xoom was allowing me to use my card until recently. Now they are saying that I have to have a U.S. bank issued card. My card is issed by Comerica. Comerica is a United States bank. Comerica is a U.S. bank.

Desired Settlement: Accept Comerica Issued cards (Direct Express cards).

Business Response: 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://******************because the United States Government believes this to be the most secure payment option. You, xoom.com, are saying that it is **** 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.***, 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?

5/12/2014 Problems with Product/Service
5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS COMPANY CAPTURES MONEY FROM PEOPLE AND MISMANAGE THE RESOURCES. THEY HOLD THE MONEY FOR LONG TIME CLAIMING COMPLIANCE PROBLEMS. THIS COMPANY SETS EXCHANGE RATE MUCH LOWER AND CAPTURES RESOURCES AND KEEP THE MONEY FOR LONG PERIODS OF TIME. THEY DONT HAVE OFFICES IN THE USA BUT ABROAD IN INDIA. THEY REQUEST COPIES OF PASSPORTS AND CONFIDENTIAL DATA WHICH DOES NOT COMPLY WITH USA REGULATIONS ON PRIVACY. THIS COMPANY DOES NOT FOLLOW ETHICAL AND GOOD COMMERCIAL PRACTICES AND SHOULD BE CLOSED.

Desired Settlement: JUST WANT MY MONEY BACK AND WANT THIS COMPANY TO BE INVESTIGATED

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Mr. *******, 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 ************************. 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. *******, 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 *** ********** **********. You may wish to read our privacy policy concerning the information we collect. https://www.xoom.com/privacy-policy

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the money was taken from by bank account and was not delivered to recipient. failure to reimburse or credit the money back as pomised. i want my money back

Desired Settlement: refund or credit the money

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Mr. ********, We do apologize for any inconvenience. However, as per your email on April 17, 2014 you have confirmed receipt of the refund. On April 15, 2014 you spoke with one of our agents and she informed you that refund can take 2-3 business days to process. Your refund occurred within that time frame. We apologize for any misunderstanding.

5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I made a money transfer to my daughter on 04/12/2014 they took the Money from my Card , on the website says the recipient will get it in 15 min or l I made a money transfer to my daughter on 04/12/2014 they took the Money from my Card , on the website says the recipient will get it in 15 min or less..and then they told me the transaction can not be completed because they can not verify my info...why they take the money first an then they very

Desired Settlement: They put me on hold for 45 minutes I was calling from Mexico City ..the call cost me money for nothing...and why the took the money first from my account....now it is gonna take a few days to get my credit back

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ Mr. **********, 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.

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This place used my acct without permisson. i have never heard of this company until they used my acct with permission I never had an acct with this company. and i am unaware how they got my banking information to illegally take money out of my acct... ADDITIONAL DETAILS: Case is being handled by another organization: MCU bank

Desired Settlement: i want my funds returned to my acct ASAP. they withdrew my entire payroll check.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Dear Mr. ********, Thank you for taking the time to share your concerns. We are sorry to hear that your bank account information was fraudulently used by a third party. As discussed when our Customer Verification department contacted you in response to this complaint, you have resolved this issue with your bank and have chosen not to provide further details to Xoom. Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xoom lacks the proper competence, leadership, training, organization and customer support necessary to properly serve as a financial institution. I am an expat living in Guatemala. I rely on money transfers to pay bills, support my family and business. abt 3 years ago I put a cash deposit on a car and opened a XOOM account to transfer the balance. Xoom advertises that you can receive your money in 15 minutes and make other grand claims but our situation went on so long that we lost the car and the deposit. The problems began with the transfer being approved and then not actually happening. I contacted customer service and was bounced from person to person and each one gave me a completely different reason for why the transfer hadn't happened. I was then told they needed me to fax confirmation of my identity. I do so, and still nothing happened. Each time I called customer service I was asked for the same thing time and again or was told to call back during the day or that they couldn't help on the weekends, etc. It was maddening. I made a complaint with XOOM after that fiasco led me to lose my deposit on the car and promptly received an apology from their corporate office and an offer of making transfers with no fees if I would try the service again. I declined. After some time I decided to give the service a try again and wound up stuck again, asked to re-verify the exact same documents and again went through the frustrating process of talking to multiple customer service agents and none of them seeming to understand the situation or really being able to help. I have tried transfers with XOOM now more than 6 times and each time the transfer was unsuccessful or cancelled because XOOM could not provide the transfer in the advertised time frame. I tried using this account one last time this past week. ((I have really wanted this to work because the fees are so good and it is frustrating that my wife uses XOOM and rarely has issues))..anyway I needed to transfer $5000 so I initiated a transfer for $2999 (that's the limit), the transfer was 'suspended' and didnt go through. I called and asked a customer service agent why the money did not go through, his answer was that the 'transaction was suspended', 'ok' I said, 'why?' His answer was 'because the transaction was suspended.'. Again, I asked 'why?' and he continued the same circular thought process, its suspended because it's suspended..FRUSTRATING! Anyway, I finally got it through to him that I needed to know why it was suspended and he said it was because they needed confirmation of my identity. I told him I had the account for 3 years and had sent that documentation no less than 3 times already and that I was travelling and didn't carry a fax machine with me. It was very difficult to convince him to check my account for that documentation, but he finally did and found that they were for the 4th time asking me to resend paperwork they already had and he then approved the transfer. He then told me that I could expect the transfer to go through after the 11th, more than 5 working days?? I told him that was unacceptable I needed the money faster than that, I can transfer funds immediately with Wells Fargo, so he offered to cancel the transaction. Fine. I went on with my life and transferred the funds that day with Wells Fargo. This morning I awoke to find that XOOM (now a week later) has charged my account $3000 for the transfer that was supposedly cancelled last week. I called customer service and got NO HELP whatsoever. I was told they would refund the money, but not until after the 11th. When I asked why it would take that long, I go no real answer and no help. I was told the transfer I tried to do shows up as 2 transfers (What?)and that the 1st one is cancelled not the second. I should have learned my lesson, I should have used a professional bank. Now my checking account is overdrawn and the customer service agents arent helping at all. This is the 2nd time a failed service from xoom has cost me money and customer service wouldnt/couldnt help. I asked for my account to be closed.

Desired Settlement: 1.) don't offer services in a timeline that you can not provide. It is misleading. 2.) a financial institution should be much more organized. Customer service agents dont seem to understand their own processes and it causes problems. I trust them at their word and learn later that they dont fully understand the problem. 3.) Become responsible, if your company causes a problem, fix it. I don't care if your policy is to refund money after 5 business days, etc. Your policies are not important to customers, prompt competent service is. 4.) have a LOT more transparency in how the process works. I like others had very high expectations due to the hype of your marketing. It is not what it seems. I am not foolish or naive enough to expect that any pf this will change anything with either my previous situation with XOOM or XOOMs ways of doing business in the future, but hoepfully this will serve as a gentle warning for any future customers to be more careful than I was and not count on XOOM for time sensitive or large transactions if there are alternate solutions availible.

Business Response: Initial Business Response /* (1000, 5, 2014/04/11) */ Mr. ******, 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.

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: No advance intimation of posting charge as "Cash Advance" causing wrongful CC transaction fees I transferred $2999 to my father in India using Xoom for on March 19, 2013. The transaction ID was: ****************. At the time of the transaction I used a Xoom coupon (code: **********) that advised me that there would be no charge regardless of whether I use a Credit card or my bank account to fund the transaction. Further, I was not made aware in advance that using the credit card to fund the transaction would cause the transaction to be seen as a "Cash Advance". I completed the transaction in good faith with the understanding that there would be no charge. Unfortunately, I was subsequently hit by a $89.97 credit card transaction fees. I reached out to xoom to resolve the situation (potentially canceling the credit card transaction and using my bank account to fund the transaction), but they said they could do nothing about it since the transaction was completed. I also reached out to my credit card company and they advised me that the best recourse was to have xoom cancel the transaction and fund it by my bank account. However, given Xoom is unable to do so, I'm left with no choice but to complain here. I feel xoom could have done better by intimating me in advance of the transaction that this transaction would be seen as a "Cash advance" and that I would be hit by a CC transaction fees. Given they didn't do so and I placed the transaction in good faith, I got hit by the fees that I didn't anticipate coming.

Desired Settlement: I'm faulting xoom's communication here and hope they can resolve the situation here by: 1) Either refunding me my wrong amount $89.97 or 2) Canceling my CC transaction and using my bank account to fund the transaction AND 3) Clearly communicating to customers ahead of the CC transaction that they'll be hit by a CC transaction fees.

Business Response: 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://********************************************* (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. ********, 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://*********************************************) during my money transfer process and notice no where on any of the money transfer process was I ever given a forewarning.

4/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: they keeps cancell all transaction i maid everytime im tryin to make transaction by sending amount money to my GF it cancelled already Product_Or_Service: CASH PICK UP Order_Number: XXXXXXXXXXXXXXXX Account_Number: Wells Fargo Checking

Desired Settlement: DesiredSettlementID: Other (requires explanation) i want you to help me for giving me access to make transaction from money transfer...help me or guide me what do i need to do.

Business Response: Initial Business Response /* (1000, 5, 2014/04/18) */ Mr. ******, 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.)

4/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: MY COMPLAINT WAS TOTALLY IGNORED!!! On 2/27/14, I used Xoom services to transfer money to my bank(BDO, located in ***** ****** in payment for a monthly condominium dues that I own in ********* ****** City in ***** ******* The transaction number is XOXXXXXXXXXXXX. The following day, I received an email from the administrative office of my condo, which is The ***** ******** ***** *** that the payment I made through Xoom was cancelled. To confirm this, I called Xoom, spoke to an agent and was told that the reason it was cancelled was because I am in violation of their User Agreement. The agent advised me that I should send an email to their Customer Service for clarification, which I did that same day. Two days had passed, I checked my email and the customer service never responded and meanwhile, my condo payment has accumulated late payment charges. Later on, I read of a more direct department that will handle my complaint with this email address: CANCELLATION *******@XOOM.COM. In my email I told them of the email I sent to their Customer Service in which I did not received a reply and perhaps, it was referred to them. In anyway, I have reiterated to them my complaint: If I am in VIOLATION of their USER/AGREEMENT which states that their service is solely for families and friends, then, why was I able to send my monthly condo dues since the YEAR 2009? Their USER/AGREEMENT was the same before and now with no REVISIONS or ADDITIONS. If the reason why they would not allow the use of their service for business purposes, is because of a danger that the money could be hacked, then, for allowing me to do so for the past 4 years, they had put all my transactions in a risky situation and could have possibly lost my money.

Desired Settlement: REFUND ME THE $4.99 charges since 2009 for each month they put my money at risk.

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Dear Ms. ******, Thank you very much for sharing your concerns. Our expectation is that all customer concerns are addressed promptly upon receipt. Our records indicate that this was the case for all of the emails you sent regarding this transaction, as well as the phone calls. We apologize if the service you received did not meet your expectations. At Xoom, we take your privacy and data security seriously. We are committed to securing your financial information and we employ proven technology to protect and secure your personal information. At no point were your transactions at risk as alleged in your complaint. Per our user agreement: the use of the Service for commercial purposes is prohibited. You agree that you will only use the Service to send money to people that you know personally and for personal reasons. If Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account. Xoom chooses to remain a friends and family remittance service, and your transaction was cancelled upon discovery that it was in violation of our user agreement. We wish you the best of luck in finding another service that better suits your needs.

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I SENT $1950.00 TO MY FAMILY IN THE *********** ON 03/08/14. IT USUALLY IS AVAILABLE AS SOON AS I SEND IT. I SPENT 3 DAYS WITH XOOM TO CLEAR IT. I SENT MONEY TO MY FAMILY IN THE *********** ALL THE TIME WITH XOOM, I NEVER HAD ANY INSUFFICIENT FUNDS ISSUE. THIS TIME ON MARCH 8TH, MY BANK DID NOT CLEAR ONE CHECK ON TIME AND SO I END UP WITH INSUFFICIENT FUNDS WHEN MY MONEY IS TAKEN OUT BY XOOM. I PAID $20 TO MY BANK FOR THIS. ON MARCH 9TH I CALLED XOOM AND ADVISED THEM THAT MY ACCOUNT IS CLEARED AND THEY CAN GO AHEAD AND PROCESS IT. THE AGENT TOLD ME IT WILL BE BEST TO CANCEL AND PROCESS A NEW ONE. I DID BUT SAME THING HAPPEN AGAIN, MY ACCOUNT WITH XOOM IS BEING HELD. SO ON MARCH 10TH I CALLED AND TOLD THEM TO GO AHEAD AND CANCEL ALL TRANSACTIONS. THIS IS AFTER I WAS ON THE PHONE WITH THE SUPERVISOR ******, STAFF NAMED JODISON, MITCH AND ANOTHER LADY. THE STAFF KEEPS ON GIVING ME GENERIC ANSWER AND NOT SOLUTION TO MY PROBLEM. THEY DON'T HAVE ANY EMPATHY TO MY SITUATION EVEN IF I TOLD THEM THIS IS URGENT. TODAY THE MONEY IS STILL TAKEN OUT OF MY ACCOUNT EVEN IF I TOLD THEM TO CANCEL IT. NOW I CAN'T EVEN SEND THE MONEY TO MY FAMILY USING ANOTHER COMPANY BECAUSE XOOM WILL TAKE UP TO 4 BUSINESS DAYS FROM TOMORROW TO REFUND MY MONEY BACK TO MY BANK. THIS IS WHAT KRYSTEL BARBOSA REPEATEDLY TOLD ME TODAY EVEN IF I TOLD HER I NEED THE MONEY ASAP. I HAVE BEEN A GREAT SUPPORTER OF XOOM, HAVE RECOMMENDED THIS COMPANY TO ALL OF MY FILIPINO FRIENDS. BUT THIS SITUATION MADE ME REALIZED THAT WE ARE JUST NUMBERS TO THEM AND IF YOU ARE IN A BAD SITUATION AND YOUR FAMILY'S HEALTH BACK HOME IS COMPROMISED, XOOM DOESN'T CARE.

Desired Settlement: I WANT A FULL REFUND OF MY $2000.00 AS SOON AS POSSIBLE, THE BANK FEE OF $20 AND FOR XOOM EMPLOYEES TO HAVE THEIR TRAINING ON HOW THEIR FELLOW FILIPINOS SHOULD BE TREATED BECAUSE I AM SURE MORETHAN ONE OF THEM IS BEING HELPED BY THEIR OWN FAMILY OUTSIDE OF THE PHILIPPINES, WORKING HARD TO SUPPORT THEM BACK HOME.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Dear Ms. ******* Thank you for taking the time to share your concerns. I sincerely apologize for any inconvenience and understand this type of experience can be frustrating. Payments made with a bank account take 1-4 business days to complete as part of normal bank processing. As has been your experience, 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 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. As 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 complaint. All of your recent transactions have been cancelled, and refunds have been processed by Xoom. The timeframe for refund is an entirely automated process that is unfortunately beyond our control. Again, we apologize for the difference in experiences and greatly appreciate you taking the time to share your concerns.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xoom has lost $200 of mine.my bank acct shows money transferred to them and they will nt provide proof of payment to receiving bank. On 2/13 I sent $200 to a bank account in SA.money was taken from my bank account. I have been calling daily and email too as the bank in SA has not received the money. Since i have proof that the money was pd to xoom.I asked for proof that they paid it to the bank in SA.They say they are waiting on proof from the bank.Well since the bank says they have not received the money they will obviously not get the proof.when i asked for details of whom they are dealing with in SA they say do not give out the info.They just keep on telling me they are waiting on the proof. i complained that they are not keeping me updated and that I have to call i was told they will call me when they get the proof...which the bank in SA says they do not have the money.All i know is I have proof that Xoom has my money...but they do not seem to have proof of what they did with it.

Desired Settlement: My money returned to my bank account.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Ms. *******, We of course regret any inconvenience. However, 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 over. As requested, if we're furnished with a copy of the recipient's statement we will be able to investigate further.

3/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Account was locked after fraud detection, cant get account unlocked even after submitting 2 forms of id and a bank statement. They believed they detected fraud on our account so the locked it and contacted us. (Good) they asked to verify the account information and it was in my wife's name, so they would not verify my. even though i provided all the correct information. (bad) then they requested 2 forms of ID and a bank statement to verify further. which were provided and again this failed their verification. (Really Bad)

Desired Settlement: Unlock the account, and allow joint names on accounts. or at least better treatment of a spouse when trying to fix something for his wife in another country.

Business Response: 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.)

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Xoom failed to process my transaction. Xoom withdraw $2999 from my account, placed the funds on hold and later refused to issue a refund. i made 1 transaction and xoom processed 2 transactions for the same amount, they later refused to issue an immediate credit and asked me to wait 5 days for a refund. I attempted to resolve the issue with them, but they refused stating that it is the way their system works. The customer representative showed complete disregard to my complain and place me on hold for no reason.

Desired Settlement: the full refund of $3030 plus 4 overdraft fees of $30. in addition to that a fair compensation for having to be on the phone and the stress they are causing me.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ Mr. **************, On February 13, 2014 you sent two separate transactions at 9:46 am PST and 11:16 am PST to the same recipient. The first transaction was successfully completed. You opted to cancel the second transaction after the request for payment was submitted. The ACH payment process can take up to four business days before Xoom receives your funds. Only when the funds are received can we initiate the refund. The refund process for ACH payments is the same in that it can take up to four business days to be returned to the originating account. At no time during that process is Xoom in possession of the funds. Furthermore, 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 twice. I obviously opted to cancel the second transaction since I didn't need or wanted or requested a second transaction. Is completely up to you if you want to fulfill my request. I don't care about 30 or 60 dollars. My family and friends will never use your service again. I'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 inconvenience. However, as we mentioned the payment had already submitted when you opted to cancel. The ACH payment process is not a Xoom process but rather a banking process. Unfortunately, we must wait for that process to be completed before a refund can be initiated.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent 3 different amounts to my brother in Canada, according to their web site the money was supposed to be there in 2 days, 4 days after no money. I sent on Februaru 12,2014 at 9:50 a.m. to my brother felipe ******** in ******* 2600.00 USD tracking number XXXXXXXXXXXXXXXX. on February XX XXXX at 6:01 p.m. to my brother felipe ******** in ******* 2600.00 USD Tracking number XXXXXXXXXXXXXXXX Same day February XX XXXX at 7:27 a.m.to my brother felipe ******** in ******* 2800.00 USD tracking number XXXXXXXXXXXXXXXX. based on the information from Xoom web site the money was supposed to be deposit two days later. after asking for 3 days about the urgent deposit in my bother's account the money I not there and the poor customer service provides not accurate information about the status of the deposit. The consequences to this is that my brother has to pay a $1000 Canadian dollar penalty because of the lack of payment of a legal obligation, Totally unacceptable. Today February 14 Friday, at 10:30 pm still no deposit and the weekend is tomorrow and Monday is a holiday. Worst service ever. XXXXXXXXXXXXXXXX ,

Desired Settlement: I am requesting to the company Xoom to compensate for all the fees related with the consequences of this including the $1000 that my brother has to pay for the legal obligation that he couldn't pay. The publicity in their web site is false.

Business Response: Initial Business Response /* (1000, 10, 2014/02/20) */ Mr. ********, I am sorry for the inconvenience. However, thanks to you and your recipient for providing us with a bank statement we were able to determine the cause of the delay. Unfortunately, the recipient's account is a USD account and we can only transfer funds to CAD accounts. We are currently waiting for the recipient's bank to return the funds. This can take several business days. As soon as the funds are returned we will immediately initiate your refund. From 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 14 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 40 calls to your customer service nobody said anything about that policy.I had to wait 9 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 false publicity in your web site. The money was not in Canada in 2 days as was advertised and waiting 14 days to solved the issue it is unacceptable. This issue caused lots of stress in my brothers life and affects his finances deeply and that is the main reason of requesting compensation. BBB 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 request. Thus, Xoom did not have prior knowledge of the currency in which your recipient's account is denominated. Furthermore, the information concerning the requirements for Canadian deposits, specifically regarding the currency is available on our site. Please 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 (5 digits) - identifies the bank branch Institution number (3 digits) - for most banks, this information will be populated for you Account Number (5-12 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 processed. Deposits 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 currency. Deposits to multi-currency accounts cannot be processed." As of February 26, 2014 the recipient's bank has returned the funds and we've initiated a refund. The refund will take 1-3 business days to process.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: site promised money in 15 minutes. no mention of having to fax two forms of ID, or any other requirements. had to call them and they could not help. website really needs to disclose all requirements before collecting sensitive banking information. there seems to be no way to delete account, transaction or private data. I am really concerned they have all my banking info, which I gave them before they told me all the other requirements, which I did not meet. I really feel like this is a huge security hole and violates my right to privacy.

Desired Settlement: I want them to confirm they have deleted my account and all my sensitive information from their servers. This is just more data exposed and ready to be ripped off.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Mr. *******, The process you describe is outlined in the Xoom user agreement which every customer must agree to when signing up for an account. "COLLECTION OF INFORMATION Privacy Policy. By agreeing to this User Agreement, you acknowledge and consent to Xoom's Privacy Policy. The Privacy Policy can be found on our websites or by clicking here: Privacy Policy. Customer Identification Program. To help the government fight the funding of terrorism and money laundering activities, U.S. law requires that we obtain, verify, and record information about you. We may require that you provide us with nonpublic, personal, identifying information. We may also lawfully obtain information about you from other sources without your knowledge, including non-personal identifying information that we may obtain while you visit our websites. Please see our Privacy Policy. Government Disclosures. We may provide information about you and your Transactions to government authorities and enforcement agencies, as described in our Privacy Policy. Verifying information. You authorize us, directly or through third parties, to make any inquiries we consider necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your e-mail address or financial instruments, or verifying your information against third party databases or through other sources." You may also review our privacy policy which is available publicly on our site: https://www.xoom.com/privacy-policy Xoom complies with all regulations both federal and state. Final Consumer Response /* (4200, 11, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) you never directly address my issues. 1. your disclaimer says nothing about two forms of ID. 2. your status mechanism did not report that I needed to contact you. Cut and pasting all your boilerplate legal mumbo-jumbo does not answer the issue. These are discriminatory practices and misleading advertising. Small print is not the answer. FULL DISCLOSURE of your process would be much more transparent, but I realize you are about making money and nothing else. Please address the issues: 1) discriminating against those who cannot afford two forms if ID, 2) not fully disclosing requirements for funds transfer, and 3) your broken status reporting system that gave me no indication a call was required. Come of people! Did you rename the company zoombama so you can lie like our leader? Final Business Response /* (4000, 9, 2014/02/13) */ Mr. *******, The Xoom requirements are the minimum requirements. Xoom payment partners may ask for additional identification to ensure that payment is made to the correct individual. This is done on a case by case basis. Regarding the speed of Xoom transactions and how it applies to the review process please note the first part of the following disclaimer which is posted on each page of the Xoom site: Xoom moves your money fast, and keeps your security a top priority. Speed of money transfer service is subject to many factors, including: 1. Approval by the Xoom proprietary anti-fraud verification system 2. Funds availability from sender's payment account (checking, credit or debit card) 3. Recipient-country banking hours and banking system availability 4. Difference in time zones, weekend bank processing availability, and local bank holidays 5.Receiving agent hours of operation

3/4/2014 Delivery Issues | Read Complaint Details
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Complaint: On 2/10/2014 I enter in an agreement with Xoom Corp. to transfer u$s100 to a recipient in ********** The recipient never got the agreed amount. On 2/10/2014 I enter in an agreement with Xoom Corp. to transfer u$s100 to a recipient (mother in law) in ********** the agreed service was to deposit AR$ 1084.20 on her savings account at ***** ********* de ****** ****** on 2/11/2014 I received an email notifying me that transaction was completed, on 2/14 after talking to my mother in law she informed me that she only received AR$84.00, same day I called Xoom to notify of the problem, same day I provided Xoom with a faxed copy from recipient account inquiry showing the mistake, but I was told was not legible enough, I was told needed screen shots from her account, also I was told that they will order a proof of disbursement from partner in Argentina, on 2/22 I wrote them and sent them a better copy of the faxed account inquiry certified mail it clearly shows the wrong deposit, on 2/26 I was able to gain online access to my mother in law's account and was able to produce the requested screen shots with information for the month thru current day showing all transactions and one separate file for the transaction in dispute, 2/26 spent over 1 hour with a customer representative he insisted that the transaction was completed and that partner in Argentina submitted a proof of disbursement, I was sent by email the proof of the deposit, I was told the deposit was made electronically but what I was presented with was a ticket issued by an automatic teller machine that clearly states deposit was made in cash in an envelope that said to contain the amount of AR$1084 to the correct account information and clearly says "subject to confirmation" at the bottom. The confirmation is the bank statement I submitted showing that the deposit was recorded for only AR$84. Either the person that made the deposit forgot to put AR$1000 inside the envelope or the bank employee who opened the envelope to record the deposit misplaced the money, none of this two situations should be my problem nor I have to send my elderly mother in law to the bank to find out why money is not on her account. on 2/10/2014 I entered into an agreement with Xoom Corporation to deposit AR$1084.20 on the recipient saving account, the amount credited was AR$84, the transaction can not be completed until the agreed amount is deposited. I am the customer, my bank account was debited the correct amount, the recipient did not received the agreed amount, I submitted the information I was told and is obvious that there is a mistake but so far I can only contact a calling center in the *********** and no much of a help. If I were Xoom in the US I will be worry of this events. Hopefully somebody will reply to this complain. ********* ********** Miami Florida

Desired Settlement: Please refund my bank account or deposit correct amount into recipient account.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ Mr. **********, 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 ********* **********

2/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Recipient charged a fee to collect a remittance, as "insurance". Another recipient elsewhere wasn't charged. Transaction XXXXXXXXXXXXXXXX I sent $175 (8,800+pesos)to Laoag, Ilocos Norte. Recipient went to collect. **** ******* did not have sufficient funds to remit, asked to return 6 hrs later bec. they give priority to "members". For 100pesos membership money is remitted instantly. On top of that, recipient is asked to pay 100 for "insurance" everytime they receive money. On the other hand I sent 5000 pesos to Manila, they rcvd instantly with NO ADDED FEES. I've written to Xoom & They cannot explain these "fees". Insurance for what? when they get robbed, does Cebu return money. This is outrageouse, and a SCAM. Please investigate why on who is receiving money at destination has to pay to collect their funds.

Desired Settlement: I want Xoom's "partner" in Laoag to return the fees they collected from my recipient. That's asenine!

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Ms. *****, Thank you for notifying us. I can assure you that is not an acceptable practice and we will ensure that it does not occur again in the future. The Xoom recipient experience should be free from additional fees and high pressure sales. We take reports of this nature very seriously. Final Consumer Response /* (4200, 11, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a LIE "the practice of offering recipients additional services prior to payment as it can be easily confused as being a requirement as it was in this case"NO CONFUSION involved,I take offense and am INSULTED by that accusation. The recipient HAD TO PAY 100 Pesos in order to RECEIVE HER REMITTANCE!! Xoom needs to stop trying to cover the MALPRACTICE of their "partners" This is unacceptable but if this is your solution to the complaint, so be it. I will make sure never to use this unreputable company again and make sure that others are aware of this. Thank you BBB for even looking in to this complaint even if the solution was unacceptable. Final Business Response /* (4000, 9, 2014/02/13) */ Ms. *****, Thank you for your feedback. Xoom has ensured that the practice of offering recipients additional services prior to payment as it can be easily confused as being a requirement as it was in this case. We're happy to give you a coupon good for two free transactions which exceeds the value of 200 pesos.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: XOOM.COM CLAIMS TO HAVE MONEY DELIVERED WITHIN 5 MINUTES BUT HAS PUT A HOLD ON MONEY FOR 8 DAYS. I used this company in lieu of carrying cash to my trip to ******* On 2/11/14, I asked my daughter to go to my Xoom.com account and wire me $1300.00 US Dollars. She received a confirmation that the money was processing and it would be ready by 2/11/XX X:XXp.m. CDT. Then she received another one stating that the money wouldn't be ready until February 19 at 8:50 p.m. In their website they have all over the place that "Money normally available in 15 minutes or less." I am vacationing in a rural area without phones and it is 30 miles away from the pickup location; I simply cannot be going back and forth to pick up the money or spending extra in public phones to call Xoom or my daughter to check the status of this. She has a joint checking account with me and they still gave us trouble, and requested us to provide government ID's and a copy of our bank statement. Why they chose to pick on me, I don't know, maybe because i'm a senior. I've known other other people that send $5,000.00 without a problem and without verifying like I did. Since the money was not ready, now I have to take an extra trip some other time, another 30 miles each way at my expense because xoom decided to hiccup for whatever reason. We tried explaining that my daughter was on the account and nothing worked... last time i'm using them with their horrible customer service.

Desired Settlement: I had to wait extra and drive an extra 60 miles (30 each way) to get my money. Discount or reimbursement for my mileage.

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Mr. *******, What you describe relates 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 recipients 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. 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 her. Great 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 15 minutes or less, why is it not specified that bank transactions take 4 business days? It would avoid all these misunderstandings. And you do pick and choose who this rule applies to; a friend has used your company several times and 1. you never asked for any form of identification on any of his wires and 2. you release the funds immediately even though he pays with his bank account instead of a debit card. So 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 ads. Even when I wired the money with a card, it still took you 1 hour and 5 minutes to release the funds, not 15 minutes. Again, 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 reasons. As to the refund processing,specifically Xoom holding your funds. That is simply not true. Xoom is not holding your funds, rather as previously mentioned your payment can take up to four business days before Xoom receives it. Once received we either pay the transaction immediately, or initiate a refund. Refunds must process the same as the payment and can take a few business days before it's able to be credited to your account. This payment process is not proprietary to Xoom, but rather it's a widely used form of payment.

2/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: last 5 transaction have not been completed in time. with the excuse needed a bank verification of funds, now they have not transfer again. every time i tried to transfer money, its been delayed, have to be calling to get the to do it, now this time they are saying i have exceeded the limit of times to transfer of money. xoom had never mention or advertise or inform costumers that there is now a limit of times money can be transfer. i never been able to talk to a life person in the us no matter who i ask to, get people from **************************.

Desired Settlement: make sure my money gets transfer right away as they advertise...have people in the us to answer costumer complaints..dont mae up lies and excuses not to transfer my money, as this is not the first time i complaint about the same issue.

Business Response: 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. "

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled a money transfer & I was informed I would be refunded in 3 business days, it has been 2 weeks now. On Wednesday of Jan. 29 I sent money on Xoom of $37.00 plus the fee I paid made it $41.99 and hour later I canceled the order and I received an e-mail that it would be refunded in 3 business days. I called my bank the Friday that was the 31st to see if it was refunded after that Friday I called everyday to ask my bank if it was refunded. On Monday Feb. 3rd I called Xoom Customer Service and asked them why hadn't I been refunded they told me that it was refunded the same day it got canceled but it wasn't. I explained to them and they told me to wait for the next day. Again it wasn't refunded I kept calling customer service till Friday Feb. 7th and spoke with someone and she wanted me to send her a screenshot of my bank statement so she could verify that I had not got the refund and instead we made a three way call with my bank that is Creighton Federal Credit Union and we spoke with ***** from my bank. She confirmed to them there had not been any refunds only the amount they took when I paid for my money transfer. The customer service from Xoom then asked to send her my Bank Statement ***** informed her that it has to much information for her to send it to her. But ***** figured a way to send it to them without giving any of my bank account information out. Then the customer service from Xoom asked ***** to fax it to them and before we had a discussion with them about Xoom not having any way of faxing information of my refund to the bank. Then ***** told her how can you receive fax but can't fax me anything. Then customer service put me and ***** on hold. I informed ***** I had to clock into work at 1pm and she said she would deal with it to not worry that she would not give any personal information of mine out and she gave me her number where I could contact her after work. I called her and she told me that they opened a case for my refund and I should have my refund in 3 business or by Mon. Feb. 10th I still have not received my refund. My transaction # on Xoom on Jan. 29th is XXXXXXXXXXXXXXXX my account is under my email ********@gmail.com. My payment method was a Debit Card ending ****.

Desired Settlement: I just want my money refunded I don't see why it hasn't. All I want is my $41.99 back. I do not see a reason why is has or can not be refunded and why they are delaying it.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ Dear Ms. *********, 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, ******** *********

2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The service provided was unsatisfactory. The recipient has to go to the bank several times and hard to locate even with transaction. Service is POOR. Worse part, I received notices that I need to pay and collect the amount that I remitted. I personally called Xoom.com & spoke to ******* who is unable to help me. Asked her supervisor, she said, busy and not available. It took mo almost an hour with ******* Finally, got **** (supervisor), who apologized but did not do much except that they will investigate the case. I spent almost an hour for nothing but misery. This is my first experience with xoom.com but will never do it again. I made my call last January 15 @ 09:30 and ended at 10:15. So far, we never heard again from them. I think, it is not a big thing for them. Customer support is horrible, incredibly insane experience with xoom.com. Wells Fargo Bank will only charge $5.00 driving is not an issue at least I saved the trouble of getting headache and chest pain.

Desired Settlement: I am not asking for settlement but the practice is terrible.

Business Response: Initial Business Response /* (4000, 10, 2014/02/06) */ Mr. *******, Regardless of the BBB I can assure you we were prepared to assist you the moment you first contacted us. Again, we apologize if you feel as though we did not adequately help resolve your issue. However, we have identified the main cause of your concerns and properly responded to them. Final Consumer Response /* (3000, 8, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The phishing email is NOT an issue anymore as it was mentioned with my recent call to them but the POOR service and delayed action is unacceptable. I even mentioned that I will alert BBB for the poor customer service but seems they are not interested. Without the BBB, I don't think that they response back. Their practice is distressing to any customer.I am closing this complaint and will NEVER use Xoom.com by any chance & I will campaign for their disappointing customer service. Thank you BBB as I got them back after I alerted your office. Timely and correct communication is a concern. Sincerely Yours, *** *******

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want my money back because I didn't do this transaction. someone made a transaction for 407.00 and know the company is saying that they can't give me my money back.I didn't even know what this company was.

Desired Settlement: my money back

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Ms. ******, Our anti-fraud team has been in touch with you by phone and by email. As was stated, we are more than happy to investigate your case, but we do require that you fill out and return the Affidavit that was sent to you before we can proceed.

2/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Transfer money has never arrived in the recipient account I have authorized Xoom.com to transfer 300.00 from my account in the States to my sistser's account in Brazil, on January 12, 2014. The tracking system says the money was deposited in her account on the 16th. After multiple calls to costumer service, I was told I had to sumbit the bank dtatement from her bank in Brazil showing that the money was not in. I did so. I still do not have either the money bank in my account nor the money depositied in her account. After that, because she really need the money, I submitted the second time, and she has received it. So how long is going to take for me to know when I am going to see my money back??

Desired Settlement: Refund plus courtesy fee

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Mr. ******, Thank you for confirming the receipt of funds. We regret any inconvenience. Final Consumer Response /* (2000, 7, 2014/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom customer service representatives (multiple) provided inaccurate, dishonest information on the time it takes for transactions to occur. I called Xoom on multiple occasions yesterday to confirm the process for money transfer and to ask very pointed, specific questions about the length of time it takes to approve and make transactions. I was repeatedly provided with inaccurate information from Xoom representatives, which made me have to change bank accounts (thus having to provide additional secure information to them) in order to expedite this transfer. I explained to the customer service rep. that I was in a very difficult situation as my husband was robbed in ********* and in need of money as soon as possible. He had traveled to the capital to get a new passport and had a flight scheduled for the next day. I asked her very specifically if there was any reason why this would not go through in 30 minutes (it being Friday afternoon and there not being a place to receive Xoom funds outside of ****** ******* She assured me that the entire transaction would take 30 minutes. I expressed my frustration with the previous customer service rep. who had given me inaccurate information and she assured me that, no this will only take 30 minutes. Hours after my husband received a confirmation that the transfer was ready for pickup,I received an email that additional confirmation was necessary. After forwarding copies of 2 government issued ID's, I was told that it would take one more business day. Had the Xoom people answered my questions honestly from the beginning, I could have chosen another service and had my husband receive the money yesterday. After spending literally hours on this transaction, he is stuck with no money, and no means of getting any, and all of this could have been avoided had the customer service reps. been honest about their process. I respect the need to verify information and practice due diligence in assuring that transactions are legitimate, but DO NOT LIE TO PEOPLE ABOUT YOUR PROCESS WHEN BEING ASKED VERY CLEAR AND DIRECT QUESTIONS. Xoom's customer service representatives and the manager I eventually spoke with were unapologetic and continued to insist that the transaction in fact does take only 30 minutes rather than simply admitting that they had failed to inform me about multiple caveats, other delays, and other parts of the process that take additional time. These people need training and basic reminders about honesty and caring for others when they are in need of accurate information due to difficult circumstances.

Desired Settlement: I would like a sincere apology in writing, and to receive specific and detailed information regarding how Xoom will train its managers and customer service reps. to accurately inform people about Xoom policies and procedures instead of continuing to spread false information that wastes people's valuable time and can cause extreme hardship as in our case.

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Ms. *********, I do apologize for any misunderstanding. In terms of your initial conversation with one of our agents, it is true that transactions for pick up in ********* do take 30 minutes. This is true for almost every Xoom transaction. We are able to accomplish this because in most cases we pay out a transaction in advance of actually receiving payment from a customer when they've used their bank account to fund a transaction, this process does have certain restrictions and at times we must simply wait for the customer's payment before further processing. Unfortunately, we are not able to determine in advance if there would be a need to await payment before further processing the transaction. While I can understand your frustration and the urgency in which the funds were needed, I can assure you that based on the majority of all Xoom transactions and the way our system is designed that the agent gave you the best information available. Final Consumer Response /* (3000, 7, 2014/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. This was not an isolated incident with one representative but, as I explained in my complaint, a pervasive issue with at least five of your representatives who all repeated the "30 minute" fallacy despite numerous different obstacles that are a part of your procedures but that they all failed to mention or acknowledge. As I explained, this dragged the transaction out to a multiple day saga that left my husband in a real bind and could have been avoided through selection of a different company. I asked very specific questions that detailed my specific circumstances and needs and not one of your representatives took the time to provide accurate information. This is clearly a systemic problem, not a random accident. I would still appreciate your detailed response to how you plan to address this problem. Final Business Response /* (4000, 9, 2014/01/17) */ Ms. *********, Thanks for the feedback. Again, the stated delivery time is true for most every transaction. But, we certainly want to review your case thoroughly. Can please provide more details as to the date and approximate time of your calls? Also, if you are able to provide the phone number you dialed from we can review the calls further.

1/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: False advertising, bad customer services, even management incompetency, delay delivery of transfer services by 6 days I sent money to the *********** last Dec 23. The xoom ad mentioned a 6 hour delivery plus they do not take the money from your account until delivered. Both are false ad and they did not deliver the money until saturday afternoon - 6 days delay. I kept on calling them daily to discuss status and they kept on giving excuses and false promises. I spoke to a supervisor/ manager who did the same thing. I signed up for text notification status, i never received anything. I requested the manager to contact me to make sure they are working on it and i had to call back constantly. They also withdrew the money from my acct on dec 23 and not when it was delivered. Everything has incompetency all over the service and processing.

Desired Settlement: Requested for fee refund and interest for 6 days which they never acknowledged

Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ Dear Ms. *******, Thank you very much for bringing your concerns to our attention. We are sorry to hear you were disappointed by the service you received. Upon looking into your transaction, it appears that the funds were delivered on December 28, due to the holiday, as well as several delivery attempts in which your recipient was not at home at the time of delivery. We understand your frustration, and apologize if this was not communicated clearly. A text message was sent to you upon our system receiving notification of the completion of your transaction. This came on December 30, and we will be following up with our pay partner to ensure these notifications are sent promptly to avoid confusion. We are also sorry to hear about the confusion regarding our Pay When Received, or POWR service. As explained on the site, as well as in our advertising, this service is available only on transactions made with an eCheck from a checking or savings account. This transaction was made with a debit card, and was therefore unfortunately ineligible. We apologize for the confusion and frustration you experienced, and as a goodwill gesture, have issued a refund for the service fee for your transaction. This may take 2 to 3 business days to appear on your account, depending on your bank's processing time. Thanks again for bringing your concerns to our attention.

1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom website says "Send up to $2,999 for only $4.99" TV ads say send money to Latino America for $4.99 no matter the amount. These are misled ads. On January 2, 2014, I sent $270.00 to ******* to ******** ********** The transaction # is XXXXXXXXXXX. Xoom charged me $8.99. I talked to a Xoom representative to complain about the charges. He denied that the ad is misleading the public. The problem was mine because I did not look at a section that announces fees and exchange rates. The website announces the following: ****** Fee Calculator Your Payment Options   Total Transfer Fee 4.99 USD Bank Account Debit Card 8.99 USD Credit Card 8.99 USD I used my debit card and that is why I was charged $8.99 instead of $4.99. (I do not see the difference between the bank account payment option and the debit card payment option). Xoom never announces that customers should use his or her bank account to save money. I have been sending money to ****** since February 2013. The Xoom service is great but why are charges hidden? This misleading ad makes me wonder if the exchange rates that Xoom pays are correct. Please see the ads ********************************************* **************************

Desired Settlement: I am not seeking monetary compensation from Xoom. I demand that Xoom fulfills the obligations it advertises. Please, investigate if Xoom is paying the correct amount of money according to the exchange rate of each country.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Dear Mr. ******, Thank you very much for your feedback regarding our advertising. It is disappointing to hear that you feel the advertising is misleading, however it is accurate that customers can send up to $2,999 for $4.99. We make information about our fees easy to find, both in our fees and exchange rates calculator, as well as when customers are sending money. There are never any hidden fees, and customers have the option to choose the service that best meets their needs. We appreciate your feedback and will certainly take it into consideration in future advertising efforts. Final Consumer Response /* (4200, 11, 2014/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) XOOM is a cheater....Amen Final Business Response /* (4000, 9, 2014/01/13) */ Mr. ******, Again, we appreciate your feedback. As we mentioned previously, a customer can send up to $2,999 for just $4.99. That is absolutely true. We do not claim in our ad that this is unconditional or that restrictions do not apply. One of the restrictions is that in order to take advantage of that pricing the transaction must be funded by a bank account. As previously mentioned the fees and exchange rates are made very clear on our site. Our customers are made very aware of the fees before submitting a transaction as they must agree to it beforehand. We also provide our customers with a convenient fee calculator which allows them to determine how much it will cost them to send a specified amount.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Receiver could not pick money up. No call was made to resolve. Had to cancel and send money through another company. The third time I tried to send money to Honduras I was unable to complete the transaction. The receiver was told that he had the incorrect number, even though it was correct. The receiver was not given any help in order to resolve the situation. I was not called to give the number from the sending location. I had to cancel the transaction and send money through another company. I do not plan to send money through Xoom any more until they fix this issue.

Desired Settlement: Make the transaction easier to pick up without losing out on the security measure. Have other questions that the receiver has to answer in case the transaction number was not written down correctly (because it is easy to incorrectly write a 13 digit number)

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Mr. ********, In reviewing your transaction we show no issues that would have prevented the transaction from being picked up. Unfortunately, we were not able to investigate any possible issues with our partner and the pick up location prior to your request to cancel the transaction. Final Consumer Response /* (2000, 7, 2014/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's resolution because thats where they stand. I don't have time to deal with a company that has no motive to better themselves in order to gain more clients. I was willing to continue with this company if they would better their services. As I said before, I will be going back to my old company, and Xoom has lost not only mine, but my would-be future clients' business.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unauthorized charge There was a charge to my bank statement on the 23rd of the month. I have never been to that website and certainly did not order anything

Desired Settlement: I would like to know who made this purchase and their location.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Ms. ******, On December 26, 3013 an affidavit along with instructions was emailed to you and we are simply awaiting your response along with the completed affidavit so that we can begin our investigation and resolve your case as quickly as possible. You were assigned case number XXXXXXXX and you can contact **** ** at XXX-XXX-XXXX if you have further questions.

1/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Delayed processing and informing me of an invalid acct. #. and again they cancelled another transaction without a reason. On 12/20/13 I send money to my brother as xmas gift not much but still money. Xoom Tracking Number:XXXXXXXXXXXXXX I waited for three days and money is still not send, I call xoom on 12/23 they say that it was under process and under verification. I waited again for another 6 days and try to login to xoom.com to check the status and I cannot log-in so i call them on 12/29/13 and they said they cancelled my account due to verification problem and they said they emailed me on 12/26/13 that the transaction were cancelled. My complain is does it take seven days to inform me? that i have an invalid account no. and they cannot send money. Secondly why they have to have to cancelled my log-in account? How can I verify the status if that was cancelled? I only learned when I call on 12/29/13 and they re-instate the log-in and i tried to forgive them. Again due to my brother necessity I tried to send him money on 12/31/13 at 8:52 am eastern time. Xoom Tracking Number:XXXXXXXXXXXXXX Xoom successfully debited my bank which i verified. This is the transaction from my bank " CHECKCARD ADVANCE 12/31 XOOM CORPORATION SAN FRANCISCO CA activity type debit P status type icon pending Processing. Select to mark activity type debit -136.99 CHECKCARD ADVANCE 12/31 XOOM CORPORATION *** ********* CA as Reconciled -136.99" and this is what they say "Once your payment is processed, we will notify you by email and send your transfer to our partner for Bank Deposit". Meaning they successfully debit my bank account and they cannot tell me another alibi of invalid bank account #. but after 30 second they emailed a second notice and they cancelled the transaction and this is what they say " The Xoom Customer Service Team has initiated a refund to your account. The Xoom tracking number for this transaction is XXXXXXXXXXXXXX. Your debit card will be credited with 136.99 USD. Normally, it will take 1 - 3 business days for the funds to be credited to your account". I don't know why they cancelled this transaction when I never cancelled it and they debited my account successfully as you have seen here. In seconds they debit my account and now it will take one day to three days to refund it. Xoom corporation is playing games with me and this is an unacceptable business practice. They cannot take me money from my bank and promise to send it to my love ones then cancel it after a minute for whatever reasons perhaps I have an initial complain and now they do no want to provide service to me which i call unfair and revengeful. Thank you for giving the opportunity to express my disatisfaction over this issues.

Desired Settlement: I seek no settlement just reporting an unfair service and business practice.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company advertised sends the money quickly which is not true several times they delivered late, one or two days late I called before and din't wo Xoom Tracking Number:XXXXXXXXXXXXX Transaction Date: 23 December, 2013 12:55:34 PM

Desired Settlement: They are misleading the customers , they have many commercials saying or offering a fast service which is not real true, they are lying.

1/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom has closed my account, won't tell me why. They just hide behind vague language that they can close account any time for any reason. On Dec 16th I tried to send money to a relative of my wife in the Philippines. Xoom would not allow the transaction to go through and froze my account. I called them on the 17th, the person, "****", I talked to was very evasive and wouldnt tell me anything, just that my account was "under review". He told me they would review my account and give me a decision as to whether they would allow me to use it again or not. On Dec 18th I called back and the person I spoke to told me they closed the account and I could not reopen it. She would not tell me any specifics, hiding behind the "we can close any account at any time at our discretion".

Desired Settlement: I want Xoom to either A) re-open my account immediately or B) give me reason why they closed it other than the vague BS they told me over the phone. If they refuse to re-open my account I will start litigation in court and **** ***** will be held personally responsible for the hardship his business is causing me! I am not doing anything illegal or immoral with this account, and I dare Xoom to prove otherwise! I'm not going to sit still and let some big corporation cause hardship on me when I have done nothing to cause it!

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Mr. ******, I am sorry for any inconvenience. However, we are simply unable to discuss the details of these cases. Your cases has been reviewed and we our decision will stand. We wish you the best in finding a service more compatible with your needs.

1/6/2014 Problems with Product/Service
1/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom.com process 2 different transactions which I only authorized one. Called the next day to cancel. Still there was an unauthorized transaction. I authorized a transaction of $1050 to be debited from my account on December 6 2013. I call back the following day on December 7 2013 to cancel this transaction since the funds were not going to available to the recipient immediately. I notice on my bank statement that xoom.com still try collecting the funds on December 9 2013, when I had cancel already. I called to see why this had happen and the state red there were 2 different transaction which I never process two. Xoom.com was not authorized to process any transaction. Since funds were not available I was giving an overdraft fee of $34 and I need to be refund for this amount since I never process 2 different transactions.

Desired Settlement: I want my overdraft fee of $34 refunded back to my account since I was charged for a transaction I never authorized.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Mr. *******. Both transactions were successfully cancelled, however the payment for the transaction from December 6, 2013 failed, and the transaction placed on December 7 was cancelled before a payment request to your bank was ever made. Insufficient funds in your account caused the transaction from December 6, 2013 to fail and that is why you're bank charged you a fee. The $34 is not a fee collected by Xoom. You will need to contact your bank to discuss the NSF fee.

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Company is charging me for a charge that I didn't due or authorized. It could have been a mistake on their end, but they refuse to do further dig in. We have filed a Fraud Report, a Police Report and a Fraud alert with the bank - Citibank. We have tried too many times via email, phone,fax and mailed letters to get this issue resolved to no avail; therefore, contacting you for assistance.

Desired Settlement: I do do not owe them any money - They owe me a refund or to settle to "0" owed. Is very simple, all they have to do is contact the merchant to verify that NO merchandise was purchased to delivered.

Business Response: Initial Business Response /* (1000, 5, 2013/12/12) */ Mr. *******, Your case was denied as transaction was sent by you via the Xoom app from your mobile device. The funds were sent using our "Quick Send" feature to a recipient that you previously sent to on February 26, 2013. We thank you for the documents forwarded to our Anti-Fraud team, however after thoroughly reviewing the case, our decision stands.

12/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Requested refund told it would be refunded on Dec. 8,2013. Dec. 12, 2013 have not received refund. On Nov. 29, 2013 I wired money ($40.00) using Xoom.com. The next day I requested to cancel the transaction and refund my money. I was told by ***** ******** (via email) that the money would not be refund until four(4) days from Dec. 04, 2013. I emailed ***** on Dec. 9 I emailed ***** because I didn't receive my my refund when I was told. She forward my email to ******** ******* ******** in turn wants me to send here my bank statement so they can refund me my money. I do not feel comfortable sending my bank statement since I no longer wish to do business with this company. I am just requesting to have my funds refunded as promised. Today is Dec. 13, 2013 and still no refund.

Desired Settlement: Money refunded ASAP

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Ms. ******** , Xoom received your payment on 12/4/2013. As soon as the funds were received, the refund process was initiated. Your refund should have posted to your account no later than 12/10/2013. Our system currently shows a successful refund and no returns. We ask for a copy of the statement so that we can further investigate your claim. Alternately, we can initiate a conference call with you and a representative of your bank. If you wish to use that option please respond to prior emails associated with your case and we will gladly assist you further. Final Consumer Response /* (3000, 7, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received my refund. Today is 12/17/2013. Final Business Response /* (4000, 9, 2013/12/18) */ Ms. ********, We have responded directly via email. We're happy to assist you further.

12/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to provide the promised service and/or refund I sent $247.01 ($250.00 with the $2.99 fee) to Central Bank of India on 11/26/2013. Transaction Number XXXXXXXXXXXXXXXX With Xoom's 4-hour money transfer promise, the funds should have deposited in the recipient bank account at least by 1.00 pm IST (2.30 am EST) on 11/27/2013. The recipient received an account deposit text on his mobile phone at 9.03 am IST on 11/27/2013. However, there was no money deposited. I informed Xoom about this the same day through email and I got an auto response from Xoom (Case Number XXXXXXXX). I also called them up and they said they are investigating. They called me afterwards on 11/28/2013 around 12.00 pm EST saying they are still investigating. She asked me for the recipient bank statement for the recipient account and I emailed it to the Xoom Customer Service. I asked for a refund and she said we cannot authorize a refund because the money has already been gone from their hands. There was no response afterwards from Xoom till the morning of 11/29/2013. I called them up and spoke to one of the customer service representatives (Ms. ******* with Xoom Employee ID ***** and she said "we are still investigating". I said I dont want to proceed further and demanded a refund. She said it is possible but she needs the recipient bank statment for the recipient account until 11/30/2013 because Xoom ahs a policy to process the refund if the money does not reach the destination account in 3 business days from the supposed-to-be-deposited date. She also said Xoom will initiate the refund process as soon as they get the new recipient bank statement (to see if no deposit has been made till then) and it will take 3-4 business days from then for me to see the refund has been credited to my bank (in the US). I sent again another bank statement (for up until 11/30/2013) to the Xoom customer service on 11/30/2013. There was no response from Xoom on Monday (12/2/2013). I called up Xoom customer service on Monday (12/2/2013) morning and spoke to Ms. ****** (Sits in the *********** Xoom call center, Xoom Employee ID XXXXXX) and she said she will talk to her Manager and get back. At 5.00 pm on 12/2/2103 I received an email from Mr. **** ** *** (Xoom Customer Service) and the email said in ***** word's "We are currently working with our partner to resolve the issue. We can confirm that the funds were handed over to Central Bank of India within our stated time, and with no delays. Unfortunately, as we are in no way affiliated with Central Bank of India we cannot directly affect the time it takes them to credit an account. We will however attempt to contact the recipient's branch to ask for an update on the deposit in the coming business day. If you are able to get the name and contact information for the branch manager that will help us greatly." It is very clear from ****'s email that Xoom does not want to process the refund now. I feel like this has been going on and on with new explanations each time from Xoom. And Xoom does not talk about where my money went. They promised a 4-hour delivery of my money and I went for Xoom for the first time in my life and I guarantee for the last time too) just because of that 4-hour delivery service. It is them, NOT ME, who said they will transfer money to the Central Bank of India. It has been a week I have been running after this issue. I have already spent hours and hours on following up on this and dont want to spend more. I have been mentally tortured by Xoom because of their irresponsible attitude. And it is utterly frustrating to see I am not been given justice. It is my hard-earned money and what XOOM made themselves. And they have no right to keep it with them. I need my money back AND NOT THEIR SERVICE. I sent the money to India on a VERY URGENT CAUSE. I hope I get justice. Thanks ***

Desired Settlement: I want my money back ($250.00) and Xoom should pay for the mental torture they gave me so far with this transaction and for the restless 7 days I had because of them. I cannot believe this is happening in this world. Taking money from someone and saying we don't have any idea where it has gone. This is absolute stealing and cheating the customer in day light. I am utterly frustrated and disappointed that this kind of businesses are still out there. I wish I had checked the BBB website on Xoom before I chose to go with them. I am all shocked to see the number of customer complaints against them. Hope authorities are watching what these guys are doing to the customers.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Mr. ****, Your transaction was submitted on November 26, 2013 at 12:27 pm (PST)which was November 27, 2013, 1:57 AM (IST). Our four hour service is guaranteed within Indian banking hours. When the business day began about 6 hours later, your transaction was processed and handed over to Central Bank of India (CBI) for deposit to the specified account. When we had confirmation that your transaction was successfully handed over to CBI you were notified as you had mentioned. As to the issue with your transaction, we thank you for forwarding us a copy of the bank statement. However, regarding our investigation as was previously mentioned Xoom is not a direct partner with CBI and we have no control of the funds once they've been handed over to a receiving bank. However, on December 3, 2013 we were able to contact the recipient's branch directly and we were informed of a technical issue at CBI that prevented them from crediting the account. On that same day CBI rejected the transaction and we promptly cancelled it and initiated your refund. You were notified of this fact on December 3, 2013 via email as well. Also regarding the processing of Xoom transactions please note the conditions that are stated on every Xoom.com webpage. Numbers 3,4 and 5 directly apply to your issue: Xoom moves your money fast, and keeps your security a top priority. Speed of money transfer service is subject to many factors, including: 1. Approval by the Xoom proprietary anti-fraud verification system 2. Funds availability from sender's payment account (checking, credit or debit card) 3. Recipient-country banking hours and banking system availability 4. Difference in time zones, weekend bank processing availability, and local bank holidays 5.Receiving agent hours of operation

12/9/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My credit card had unauthorized wire transfer against my account. This company needs to improve verification of charges. Transaction date Nov 7 Transaction amount 242.99 This was an unauthorized charge to my MasterCard. This was done by a saavy thief as they used the Cc to charge a small donation an since it went through tried to use it for this wire transfer service. Improved security is needed.

Desired Settlement: Refund the Cc agency as they have stopped payment. Improve security protocols when customers us Cc or even worse debit cards for charges.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Hello Mr. ****, I can assure you security is a priority here at Xoom. We do have anti fraud team whose sole function is to address issues such as you are reporting using a formalized process. Unfortunately, we do not have record of you contacting us to initiate an investigation. You can certainly contact us directly at XXX-XXX-XXXX to initiate a fraud investigation. Final Consumer Response /* (3000, 7, 2013/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since I did not charge anything to Xoom, I did not have their contact information. I was contacted by **** at Xoom earlier in the week and was left a number to call back. I have called them back and provided information that my cc was used to make unauthorized charges. **** was provided the date of the charge and last 4 digits of the now cancelled card number. **** said he would further investigate and provide me an update via email. Xoom advertises they are in business to "Send Money on line to family and friends." It currently appears their processes easily allow for stolen cc numbers to get charges made against them. I am interested in seeing companies like Xoom who use the internet to conduct business to tighten their security. I do not see that in their response. If as **** stated that Xoom is interested in preventing fraud, one example to increase security is asking a security question and if not answered correctly, contact the cc issuing company that the cc may need activity stopped. My current cc has done that when I have made purchases in a couple of towns surrounding a large metro area and I have appreciated when I have gone to use it, it being denied, having me contact the cc company to verify it had not been stolen, then releasing it again for use. Final Business Response /* (4000, 9, 2013/11/25) */ Thank you for the comments. I can assure you that Xoom is committed to security and fighting fraud as **** mentioned. We have a robust set of proprietary tools and a dedicated anti fraud team to assist us in that endeavor. Please know that fraud is not endemic to our industry. Every industry that accepts payments whether it be online or in person at a point of sale is affected. The service you mentioned is provided by your credit card issuer and not by merchants. You can certainly check with your bank and credit card issuer to learn more about protecting your identity and financial information from thieves who would attempt to use our service.Furthermore, as **** explained to you our anti fraud system worked as we detected this to be a fraudulent transaction and immediately cancelled it.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Not able to remitt the money to family I am using XOOM service for almost 3 years the issue i am facing was when i try to remit money to my brother account initially it says completed and next moment i will receive email saying transaction cancelled. This happend last year and when i spoke to customer service they said my brother's name was in blocked list by xoom and idon't understand why? when i asked the solution they said next time this problem won't be there. I am trying after one year and still the same issue when i reached customer service they are so arragant and just said its blocked. i don't understand who are these people to block and what is the criteria to block?

Desired Settlement: i should be able to send money if not i might not use service

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ Hello **********, We thank you for the feedback. Although we cannot publicly discuss the details of your case for security purposes. However, one of the members of our Customer Verifications team has since resolved any outstanding issues and you should not have any difficulty going forward. Thank you Final Consumer Response /* (3000, 7, 2013/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My mobile # XXX XXX XXXX. Please reach out so that we can close this. Final Business Response /* (4000, 9, 2013/11/15) */ Hello, Our Customer Verifications department has resolved the issues and you should not experience any difficulties going forward. We regret any inconvenience.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Problem date was 11/8 Xoom states delivery will be on next 4 business days so have to wait till Thursday or Friday. I had Set up a transfer with checking. Account which I used in the past with Xoom , I have done business with Xoom in past two years, today after the transfer I got an email stating it would take up to 4 days for dlvry. I had never experience this problem, Xoom stated it would dlvr the money after my bank veryfies the funds are there, cause it would go to the Federal Reserve, when I asked to talk to costumer Svc representative I get transfer to ***** or *********** which don't know about costumer Svc how it is in the USA and when asked to talk to someone in the USA get transfer again to *********** , sent emails ,called, left msgs and have not received an answer

Desired Settlement: Financial compensation .

Business Response: Initial Business Response /* (4000, 10, 2013/11/15) */ Mr *******, Once again, we apologize for the inconvenience. The transaction was successfully completed on November 14, 2013. Final Consumer Response /* (3000, 8, 2013/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Money was withdrawn from my account almost 48 hrs ago and today 11/14/13, the money is just becoming available to be picked up , besides it 48 hrs to get a call back from a costumer Svc. Supervisor in USA to call me back as their actual reps are in *** ******** *** ***** , and the Filipinnes, and they do is read an script in English. With out giving any help or costumer service. Xoom must pay a financial compensation for their inconvenience as it took 8 days for the transaction to be processed . And is not what they advertise.

11/25/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom.com has not given my a promised refund of $508.99 for a cancelled transaction made on November 1, 2013. On November 1, 2013, I cancelled my transaction and I was told by xoom.com by email that a total of $508.99 has been refunded back to my account. Unfortunately, it has already been 4 days, and it has not been refunded back to my account yet. I have called customer service many times, and they keep saying please wait, it will be done in 2 hours. They have not honored their word and they have not refunded my %508.99 back to my account. The email was sent from ******* ***** stating that $508.99 has been credited back to my account, but it has not. This is regarding ticket number ************** ( Case Number XXXXXXXX). I would usually get a text message when everything is confirmed like when I sent money to the ************ I would get a text message saying it was confirmed, but I never got a text message from the bank or xoom.com saying that my money has been refunded in a total of $508.99. I have used my debit card to fund this transaction, and the only thing xoom has told me was that it has already been given to the bank, but in reality, it has not been refunded back to my bank yet.

Desired Settlement: I am seeking a total refund of $508.99 that xoom has promised to refund back to my bank account, but they have not honored it yet. I asked for their confirmation number, and they have not been able to provide me one. I have been very polite with customer service and have been trying to get my refund back from this cancelled transaction, but they have refused to honor their refund policy, even in the state of california.

Business Response: Initial Business Response /* (1000, 5, 2013/11/07) */ Dear Mr. *****, Thank you for sharing your concerns. The transaction you reference in your complaint was cancelled on the afternoon of November 1, 2013. Upon initiating the refund, an email was sent to you confirming the refund and explaining that it will take 1-3 business days for the funds to be credited to your account. The date of your complaint, November 4, 2013, was the first business day after the refund. By the time of this response, the funds should be credited back to your account. We apologize for any confusion.

11/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Xoom failed to provide 4 hours service to me from last 3 transactions. Even with regular process (1-4 days), they are giving lowest exchange rates. Requested Xoom customer care person to disable one of my associated bank account. They failed to do it and never informed me. Assuming that I have correct account active, I initiated a transfer on 10/12/2013 (transaction ID - XXXXXXXXXXXXXXXX) and it went to collections. I approached collections to completed the payment from correct bank account. Due to this reason, Xoom is delaying my last three transactions. I have initiated a transfer on 11/08/2013 (Transaction ID - XXXXXXXXXXXXXXXX) to celebrate my Mom's birthday. I was not mentioned that this transaction will be detailed for 4 working days. Even though this transaction is going through regular process, Xoom is the providing me the old exchange rate.

Desired Settlement: Due to this, My Mom's Birthday celebrations were interrupted and I am also loosing Apprx 2000 INR. All I need now is Xoom to pay me the actual exchange rate in the same day when my money is transferred.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ Mr. ***** I do apologize for the frustration. I am glad I was able to speak to you today to resolve this issue and make certain you are able to use the service as usual. Final Consumer Response /* (2000, 7, 2013/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/20/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Xoom.com get $1,400 to my account that I did not authorized. My account was zero balance and they want to return my money on Nov 4. I found out this morning that xoom.com get money to my account $1400 that I did not authorized. The representative name ***** and the manager name **** refused to return my money right away and they want me to wait till Nov 4. They insisted that I'm the one who did the transaction on Oct 30, 2013 at 1 pm but at that ime I'm at work from 7 am to 3:30 pm. if they told me that I did it around 6 pm to 9 pm or over after my work possible I'm the one who made a mistake but it's really impossible that I did it during my work. And on Oct 29 I already send money to my son with them and my son took the money already and this $1400 he doesn't know till now and Zoom.com still have my money. And in their adds that they will not charge their costumer till the recepient took the money. I have bills to pay and they charge me interest if I will not pay them and my account is zero balance already. I realized that this company is not safe to send money to thier costumer's recepient. I'm willing to give my job's tel # and they can check if I'm telling the truth. To: ********* **** ******** *********** You are sending 1,400.00 USD Edit Transfer fee 10.99 USD Your total 1,410.99 USD Recipient receives 1,400.00 USD It say's here that recepient received but my son was not aware of this money, because He did not expect this money because he just received $1200 1 day before from their company also that unauthorized transaction was made. I can file a complaint to the court.

Desired Settlement: I want my money back with the interest.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Dear Ms. ********, Thank you very much for contacting us regarding your concern. We have had an opportunity to investigate your complaint, and have determined that the transaction in question was a one-time scheduled transaction. Xoom is unable to create transactions on a customer's behalf, and we are sorry to hear that you may have created this transaction in error. According to our records, this transaction has been cancelled. While an authorization was placed on the funds, they were never actually collected by Xoom. The authorization hold was removed by Xoom at the time of cancellation, however availability of those funds in your account is dependent on your bank's processing time. We apologize for any inconvenience.

11/14/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom advertising offers $4.99 transfer FEE UP to US $2,999 with bank account charge (Routing # and Account # provide)and I was charged more than $4.99 Xoom advertising offers $4.99 transfer FEE UP to US $2,999 with bank account charge (Routing # and Account # provided). I made several transfers monthly and for amounts less than $2,999.00 paid with my bank account (no debit card) and I just noticed that XOOM advertising on Tv says $4.99 TRANSFER FEE UP TO $2,999 paid with a bank account. I was charged more than $4.99 in several transactions and when I called to Xoom customer service, they told me the $4.99 Transfer FEE is only when you make the transfer in local currency of the country where you are sending the money to. I asked for the clause or the policy in his website where this policy is explained and THERE IS NOT THAT POLICY ONLY THEY CAN EXPLAIN YOU IN VERBAL WAY WHEN YOU CALL TO CUSTOMER SERVICE. The different transactions I made where I was charged more than $4.99 TRANSFER FEE (XOOM advertising)are: ********* *** XXXX X:XX PM **** ***** ******** ******** **** $1100.00 USD Bank Account ****** $1100.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $13.99 ********* ** XXXX X:XX AM **** ***** ******** ******** **** $1285.00 USD Bank Account x-****$1285.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $15.99 *********** *** XXXX X:XX ** ***** ******** ******** **** $605.00 USD Bank Account ************* USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $10.99 *********** ** XXXX X:XX ** **** ***** ******** ******** **** $1190.00 USD Bank Account ****** $1190.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $14.99 ******** ** XXXX XX:XX PM ***** ******** ********* **** $300.00 USD Bank Account ****** $300.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $6.99 ******** ** XXXX X:XX AM ***** ******** ******** **** $360.00 USD Bank Account ****** $360.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $7.99 ****** *** XXXX XX:XX PM ******** ******** ****** ***** **** $280.00 USD Bank Account ****** $280.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $6.99 *********** *** XXXX XX:XX ** ***** ******** ******** **** $178.00 USD Bank Account ************* USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $5.99 ********* *** XXXX XX:XX ** ******** ******** ****** ***** **** $135.00 USD Bank Account x-****$135.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $5.99 ********** *** XXXX X:XX ** ******** ******** ****** ***** **** $130.00 USD Bank Account ****** $130.00 USD Cash Pickup XXXXXXXXXXXXXXXX Transaction Completed TRANSFER FEE $5.99

Desired Settlement: I recognize the good service XOOM is providing and in the same way I request the policy in his website where is explained this different FEES that were charged in my different transactions otherwise the refund of the difference for $45.91

Business Response: Initial Business Response /* (1000, 5, 2013/11/05) */ Mr. ***, Thank you for sharing your feedback. However, our advertising is completely factual. You can send up to $2999 for $4.99 when paying with your bank account. That is completely true. We never state in our ads that you can send $2999 and have it deposited in USD for $4.99. In addition, Our fee calculator clearly shows the fees in advance for any transaction to Peru https://www.xoom.com/peru/fees. Furthermore the total fees to be paid are visible on the review page of any transaction which customers must confirm before we initiate a transaction. Therefore the notion that we are misleading customers in any way is not true as we make our fees very clear to customers up front. I am sorry for any inconvenience. Final Consumer Response /* (4200, 11, 2013/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) no comments...I can see that they have their point of view and don't want to honor their advertising Final Business Response /* (4000, 9, 2013/11/08) */ Mr. ***, Once again, we thank you for your comments. However, we stand by our advertising as it is completely factual that Xoom's customers can send up to $2999 for only $4.99.

11/6/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom.com debited my account for $292.99 causing it to overdraw. I did not autorize and have never had any account or transaction with them. I have never had an account with this company however without my authorization, debited my checking account for $292.99. On 10/21/13, my checking account at Summit Credit Union ending in xxXXXXXX was debited $292.99 also incurring a $25 overdraft fee and a $2.00 fee to transfer over the last of my savings account. I am a single monther and do not have the amount of excess income that would be necessary to incur this type of charge and still pay the bills. I am apalled that this company can simply charge my account without my knowledge or authorization. In addition, I called the company to demand my money be returned, and I am forced to complete forms and provide "proof" that the charges are fraudulent. I find this unacceptable that the charge can be completed with ABSOLUTELY NO DOCUMENTATION or "proof" from myself, the owner (and earner) of the money, but I am forced to prove myself to have my stolen money returned. This company clearly does not have any decent standard of information security and identity verification, and should be investigated.

Desired Settlement: I demand my funds be returned in full as well as any and ALL fees incurred from the fraudulent transaction as well as any subsequent transaction that are rejected due to their theft of my funds.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Hello *******, We thank you for reporting the issue to us. I can assure you that Xoom takes these matters very seriously. We have a dedicated anti-fraud team that works to combat fraudulent use of our service, and to help victims of identity theft such as yourself. The request for documentation is a legal necessity that allows us to conduct our investigation fully. One of our senior agents has already been in contact with you by phone in order to assist you further and resolve your case as quickly as possible. Final Consumer Response /* (2000, 11, 2013/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2013/10/31) */ *******, We thank you for your comments.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Money was never deliver. It has been 3 1/2 and the money has not been deliver nor returned every time I called they tell me they are waiting on an answer from the bank. The last time I called they could not even find my account I asked to speak to a supervisor who did get into the account but when I ask how much longer do I needed to wait since every time I had called I had been told about 3 weeks, anytime now. The supervisor hang up!

Desired Settlement: I want the money deliver or return

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Hello ******, We thank you for your patience in this matter. We have decided to issue you a full refund as a courtesy due to the length of time our investigation has taken to this point. We regret any inconvenience. Final Consumer Response /* (2000, 7, 2013/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept, that all I wanted the money deliver or return.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Fraudulent withdrawal of money from my bank accounts initiated from this company; twice. Why was the problem not corrected the first time? Three fraudulent withdrawal of money occurred out of our Bank of America checking account earlier this year that came from Xoom, a company I was unfamiliar with as I have NEVER heard of them much less opened an account with them. We closed all accounts at BofA. Xoom assured me all accounts opened in my name had been closed. Several months later we have been hit by fraudulent withdrawals from Xoom from our account at the Emory Alliance Credit Union. I am not convinced that the fraud case was handled correctly the first time since this happened AGAIN! In order to resolve the fraud case with Xoom I am asked to provide a lot of personal information, which makes me uncomfortable as I am beginning to think the source of the fraud is Xoom itself.

Desired Settlement: Do not allow any accounts to be opened in my name.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Hello, Please know that that the incidents you have reported to us are to do external sources having compromised your information. The first incident reported to us in April of 2013 was found to be fraud and you were promptly refunded as a result of our investigation. Once again, your information was stolen and used to fund a Xoom transaction. The second incident occurred in October of 2013 and a different bank account was affected. One of our Anti-fraud agents is working with you currently to resolve the case. Xoom is in no way responsible for or complicit in the theft of your information. Our anti-fraud department is here to assist you. However, it is your responsibility to follow up with your bank,law enforcement and the credit reporting bureaus to mitigate the damage of the information theft.

10/14/2013 Problems with Product/Service | Read Complaint Details
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Complaint: money taken from my BB&T bank card and not delivered to a ******** bank account Sender: ********* ******* from BB&T bank card: XXXXXXXXXXXXXXXX sent on September 15 Receiver: ***** ****** ******* to account: ***** ******** ****** XX-XXXXXXX ********** **** Ammount: $200 Service Fee: $10.95

Desired Settlement: Since has been 15 days from the day Xoom took the money from my account, my sister has not received the money,they had not provide any confirmation number and in order to resolve the issue they are asking for personal and private information, I want to cancel the transaction and receive my full refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/01) */ Hello *********, We're certainly sorry to hear that the recipient has reported an issue. We can confirm that we've sent the funds using the account information that you provided. We have ordered a proof of payment and will forward that to you as soon as we have it. Once again, a copy of the recipient's statement will greatly assist us in our investigation as it will often in these cases reveal that incorrect information was provided or that the funds were deposited, but simply not recognized by the recipient. Regardless we will confirm the deposit. As an aside, I would recommend that in the future that you do not provide your payment source information in a publicly viewable forum such as the BBB as this is not secure. Final Consumer Response /* (2000, 11, 2013/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The money has been received. Final Business Response /* (4000, 9, 2013/10/10) */ Hello Mr. *******, I do apologize for the delay in payment. There was an unknown technical issue. With that said, the funds will be made available to your recipient for pick up. An email has been sent to you with instructions. I am sorry for the inconvenience and the overall, unacceptable experience. I will be sending you a $25 Visa gift card via mail as a good faith gesture. You can expect that card to arrive at your address on record within about 10 business days.

10/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Remittance sent Oct. 4, 2013 it's Oct. 7 in writing, money not recieved. Advertisement indicated "MONEY WILL BE RECEIVED IN MINUTES..." Mydying terminal cancerfamily neededmoney. Sent Oct4. Website didnot indicate that transaction neededto be speed upwith a bank process. I have been communicating with my bank.Money was debited from my bank Oct4 as of this writing Oct7 money not received yet. I followed the instructions in the website about speedup transaction but xoom refuses to accept the informations. My Aunt needed to be buried and money needed. False advertisement "MONEY WILL BE THERE IN MINUTES..." it was debited within 24 hours but my family been back and forth in the bank in the Philippines 6x still no money. Advertisement said "MONEY WILL NOT BE TAKEN UNLESS RECEIVED BY LOVE ONES" - FALSE !!! It's been 4 days since my money was debited but still not received. Xoom.com should have disclosed to customers about the "SPEED TRANSACTION" procedure they have while in the process of sending money instead of waiting for several hours or days before sending emails. Xoom.com were given cellphone infos, they could have text the sender of the procedure instead because NOT EVERYBODY HAS ACCESS TO EMAILS IMMEDIATELY...I have been back and forth with the toll free no. and the customer service person (names are with me and available upon request) but no help. I AM A VERY VERY FRUSTRATED CUSTOMER. In fact...I am just one of them...some people will come out soon with the same complaint.

Desired Settlement: I want my money sent to my family ASAP so my aunt will be buried and Xoom to apologize to customers like me. We are planning to go to the press if things will not be change. This is not a threat. We spoke with 2 advertisement companies connected with TV stations both local and abroad. The stress, frustrations, burden and delay that Xoom caused me and my family is irreplaceable.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ Hello *****, We do apologize for any inconvenience. Please know that the payment process which can take 1-4 business days is not a Xoom process, but it's actually the time it can take for Xoom to receive the funds from your bank. We do make note of this on our site, including the following statement: "Xoom moves your money fast, and keeps your security a top priority. Speed of money transfer service is subject to many factors, including: Funds availability from sender's payment account (checking, credit or debit card)" Regarding your transactions You sent on October 3, 2013 and it can take up to 48 hours for your bank to post the debit to your account. Unfortunately, it sounds as if your bank was not able to post the debit before Saturday October 5, 2013. Again, the option to speed up your transfer was available to you, however it sounds as though it unfortunate timing of the debit to your account which rendered it unusable to you. Again, please know that we can appreciate the need for the funds, however we simply are unable to affect payment processing in cases such as yours. It is for the security and integrity of your account that we must let some payments process as per normal, which can be 1-4 business days. Final Consumer Response /* (2000, 7, 2013/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response and being in the business world, i totally understand your side most specifically the security and integrity of the customer's account. I was just VERY DISAPPOINTED when I called x2 the toll free number, the person/persons who answered me could not even help me. They could have walked me thru the process on day one and it could have prevented my wait and/or it could have alerted me to process the option of speeding up my transaction. The first person told me verbatim, "I understand your question mam but 99% of the money comes from xoom but the rest is ...." I do not want to know where the money came from. i just wanted the money to reach my family. the second one told me about the option of SPEED UP THE TRANSACTION apparently, I am supposed to received an email from my august transaction (it's October) and I should have done that and she can't do anything about it. That was one of my frustration. FYI...there should have been a followup text on these option so the customers know what to do. I will try again,...I will send money one more time and I hope soemone would be able to help me on HOW TO SPEED UP THE PROCESS/TRANSACTION. Thank you.

10/7/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Their claim "unlike other money transfer companies in that Xoom will only withdraw the total amount of the money transfer once the money has arrived" They just took money out of my account within a window of two hours of cancelling my transaction. I cancelled my transaction after I realized that my deposit was not going to get to my recipient the same day. They will hang on to my money for 7 business days.

Desired Settlement: Immediate refund of the amount and cancellation of program and advertisement.

Business Response: Initial Business Response /* (1000, 5, 2013/09/18) */ Mr. ****, We certainly apologize for any inconvenience. We thank you for your feedback concerning this matter. We have identified some areas in which we can make certain that information regarding the POWR feature and it's restrictions are more easily identifiable.

10/7/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Did not complete transfer. Poor customer service. On September 2nd, 2013 I used XOOM services to send money to my bank account in Brazil in the amount of $65.00 or BRL 150.95. Order number #********** I noticed after 3 days that funds were not showing in my bank account, so I contacted customer service for the first time on Sep 5th, 2013 by email which I was never replied back to me . Second contact was made on Sep 11th by phone, Customer Service explained that XOOM needed to contact a partner in Brazil and would get back to me as soon as possible, but unfortunately it never happened. On Sep 16th I send another email requesting more information about my case, the representative **** ****** replied to my request and requested that I send my bank statement as proof of transfer not being funded. I was able to get a copy of my bank statement I sent in the same day. Next day, I got an email from another representative called ************* with a copy of the transfer. I contacted my ************** in Brazil and they suggested that ''partner/sender'' contact the bank because in most cases if the transfer is not completed, is refunded to the sender in this case ***** **********. I contacted ************* for one more time and he requested for the second time that I sent the copy of my bank statement which I did sent it. With no resolution for my case and many attempts of resolving my case with XOOM, I am reaching out to other options to get a resolution for it. My transfer was never completed and XOOM, just because they have a receipt, doesn't want to dig further with Bradesco to find out where is the money or how can we solve this problem. Bradesco was clear with me that no amount of BRL 150.95 was made between Aug 18th and today. *************

Desired Settlement: Either deposit the money in ************** or refund the original account Bank of America.

Business Response: Initial Business Response /* (1000, 5, 2013/09/19) */ Hello *******, Xoom has provided a proof of payment that shows the funds were deposited on September 3, 2013 to the "savings" account. As you know Brazilian accounts generally have a checking and savings account tied to the same account number. This can often cause confusion as the funds can be deposited to either account. We recommend you check both accounts. Furthermore, we will attempt to set up a conference call between you, Xoom and your bank in Brazil in order to resolve the issue.

9/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Attempted to use service as described. Upon phone assistance was told could not use for purchase from person I know. 07SEP13 I applied for an account to transfer money from the US to Netherlands. I called the assistance line and a gentleman attempted to help with my first transaction. I was attempting to purchase a puppy from a person I know in the Netherlands. In the Tips to send safely it does state "please do not send money for purchase, there is no quarentee on quality or shipment..." "send to person you know" I know who i am purchasing pet from. I am not looking for a product guarantee. Operator stated that they would not process the transaction because its for business. I asked where it stated that. He referred me to the same sentence 4 times in a row although he was unable to tell me where purchases for personal reasons was unacceptable was when i applied for account. He was very rude, and insisted that even though I know who the people are that because it says for no guarantee of product it still means no purchase. The operator was very unprofessional and the website was VERY misleading in its services provided.

Desired Settlement: I would like to see the website up front about what services they WILL NOT provide, not stating "not recommended" to mean wont do. Very Frustrating and disappointing.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ Dear Ms. ********, Thank you very much for sharing your concerns. We make every effort to make our terms and conditions as clear and up front as possible. Section 6c of our User Agreement states: "Commercial Transactions. The use of the Service for commercial purposes is prohibited. You agree that you will only use the Service to send money to people that you know personally and for personal reasons. If Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account." We are sorry to hear that you were disappointed, and will follow up with the agent you spoke to regarding the service you received, as well as the agent's knowledge of Xoom policies.

9/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was promised a refund because of the failed bank transfer. Up to this point i have not recieved the refund On Aug 15, 2013 i sent a bank transfer of the amount of 700 dollars with the wrong IBAN number. IBAN is the international banking number used in international money transfers. When i discovered i placed the wrong iban number on the transfer, i explained to the company i wanted a refund. The company then explained to me they needed a proof of disbursement from the german partner. They assured me it would only take a few days for the proof of disburement would take only a few business days. I put a request for proof of disbursement on the 22th of august. I waited for a few days and then i called back. They told me i would have to wait a few days. I chose to wait a little longer to see if they would have more information about the refund. A week and a half went by and no information or even a sign that my case was progressing. I called back again after a week and a half period and still no refund. The same cycle of events has occured over the past weeks they promised me the proof of disbursement will come but it has yet to arrive.

Desired Settlement: I am just seeking the refund of 700 dollars because the money did not go to the recipent of the money transfer.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/13) */ Mr. ******, I can appreciate your concern. Please know the issue with submitting incorrect account information is that it can cause unforeseen delays when the funds are handed over to the recipient bank. Every bank handles this issue differently and has different procedures. Xoom and it's partner no longer have any claim to the funds once handed over and we can no longer affect the transfer. In general we see rejections within a few business days, but that can vary from bank to bank. Some banks may take weeks to reject the funds. In your favor it appears that the IBAN information you submitted is in an incorrect format, and therefore does not exist so we do expect a return. Xoom will notify you when the funds have been returned to us and we will of course refund you at that time. Consumer's Final Response /* (2000, 12, 2013/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund approved thank you xoom and bbb for your help. Business' Final Response /* (4000, 10, 2013/09/18) */ Hello Mr. ******, We are aware that the transaction was not received by your recipient as the account information you included was not correct. As I explained previously the transaction will be rejected as soon as the recipient's bank processes the return. We will initiate a refund at that time.

9/17/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Request a money transfer to Bogota Colombia. money was taken from my account in bay shore, ny. Recipient in bogota colombia never got the money. on August 1, 2013 I requested a money transfer via internet tracking #**************** to a relative cheking account in bogota colombia. the money was taken from my citibank acct. on 08/22/13. Same day I received an e-mail which said that the money was deposited into my relative Citibank checking Acct#********** in Bogota on 08/21/13. The money was never deposited as of today 09/11/13. I had been trying to solve the problem with Xoom directly but it has been unsuccessfuly. Xoom said the money was deposited but they did not provide a proof of deposit. I faxed copy of my relative bank transactions from 08/21/13 thru 08/28/13. They said this proof is not enough, that I have to submit copy of the monthly bank statement from my relative. I am waiting for it to be sent to me. While I am waiting for bank statement from Bogota, they could provide copy of the transfer they said was deposited into my relative bank account, they refuse to do it. They said once the transfer is done they do not have proof to show it - I doubt it is true.The amount of transfer in dollars was $545.47 plus $4.99 fee for a total of $$550.46. My relative suppose to receive in Bogota $1,000,000.00 colombian pesos. I had been talking via Phone with several people to no avail. On September 7, 2013 I filed a complaint with Xoom customer service as of today I had not received a response.

Desired Settlement: I want the money be deposited into my relative bank account or a refund to be made back to my citibank account where they took it from plus interest from the date they withdrew it from my account until the date they deposit it in Bogota or refund it to me.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/12) */ Mr. *****, I regret that you have not received a positive customer service experience. In reviewing your case I can see instances in which we did not live up to our high standards. I have already contacted you personally and I will ensure that you receive the requested proof of payment as quickly as possible. I apologize for the inconvenience and I look forward to working with you to resolve this issue. Consumer's Final Response /* (3000, 7, 2013/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got a call from ************ with phone #************ from Xoom on 09/12/13 about 5:00 pm. He apologized and said he going to look into the matter and he personally will resolve it. This problem is not resolved yet. I will keep you informed of the outcome of this matter. Business' Final Response /* (4000, 9, 2013/09/17) */ Mr. *****, Thank you for your patience in this matter. As I mentioned when we spoke last the transaction was rejected and we have since issued a refund (September 16, 2013).

9/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was asked to authorize transaction on website to send $2500 to my brother but instead of authorizing they put second transaction of $2500! I was sending money through this company to overseas. I logged in website to track transaction # **************** and was asked to authorize transaction in order to process it. And so I did authorize it. However in my surprise instead of authorizing that transaction, they put the other transaction request ( #****************) at 10.54 PM PST of same amount which is $2500. So, in order to verify and correct transactions on my account, I immediately (within 5 mins) called customer care to correct it but she rudely denied to cancel other transaction request. I also contacted company by email and got other rude response. This transactions were each $2500. I explained to rep that even if i go with transactions, i don't have that much money in my bank account to process it, and I don't want two transaction to be made, I just authorized one. Rep said that your case will be sent to collection agency if you don't pay for both transaction which is $5000. I told rep that i can only pay for one transaction $2500 but he adamantly denied helping me at all. This all happened within this last 12 hours period. I am disappointed at customer care of this company and scary tactics they are using. First of all, it's their mistake and second when i am calling them to correct, they are sending me to collection?

Desired Settlement: All I want is to cancel transaction # **************** which i did not authorize. If my case is being sent to collection and my credit got hit by it, this company is solely responsible for it.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/26) */ Hello *************, We are sorry for any inconvenience. However, it sounds as though in an attempt to review a recent transaction you instead submitted a second transaction. I can assure you that our site is working as intended. In order to submit the second transaction you had to click on the payment page and then proceeded to the review page in order to review the transaction details before submitting. Both of these steps serve to confirm your intent to send. As to our collections department. Please know that this department exists solely to assist our customers in making payments when there is a funding issue. Once again, we do apologize that we are simply unable to cancel transactions to India. However, what you can do is instruct the recipient to decline the deposit when it posts to the account. Individual banks will of course have different policies regarding this, but if the bank grants the request then essentially the funds would be rejected and returned to Xoom at which time we will cancel the transaction and refund you.

9/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Having problems receiving "negotiable" cash from agent bank in Lima, Peru - many emails to CS & Mr. ****** (mgr.) I traveled to Lima, Peru in May 2012; I used Xoom to transfer money from my US bank. Issues that arose 1)bank required 2 forms of ID; web site said 1 (had my passport & driver's license - but license is difficult to replace if lost) A passport can be replaced for $40-$50; you need a license if you want to rent a car in US. 2) their agent bank was consistently giving me "non-negotiable" money (not counterfeit, but with defects that merchants would not accept). I initially used the customer service (cs) form to complain; at times I was given a free transfer - but this didn't totally compensate me for my loses (couldn't spend the money) - $100 is equal to 280 soles (Peruvian dollars); this is a lot of money here. Xoom was informed that Peru is the "cash counterfeit capital of the world"; they have excellent printing technology & many bills (even there own) are counterfeit & placed in circulation every day. The bills I received were "defective", with small tears, scribbles, bank marks, etc. Even the slightest imperfection will cause a merchant or landlord, etc.- not to accept. The only option is to exchange with a money changer on the street; they will give you less than $100 in soles & in my case; I have to travel to a tourist area. They then mix these defective bills with good ones in their nightly deposits & hope the bank doesn't notice; they make a good extra income this way. I was making complaints thru the normal cs web form & it seemed as though no one could care about this unusual (I admit) situation; Xoom was arrogant & was not motivated to do anything about the situation. Xoom's response was "our obligations end when the request is sent to the agent bank..."; I disagree - their obligation ends when I am given negotiable money, not before. Yes, I agree to contact banks in Peru may be difficult; but this is THEIR business & a real problem was being allowed to continue. Finally, I realized that I needed to contact Xoom by another method, I found an email for Mr. ****** a manager there. He has had no empathy for my situation & after a recent complaint; terminated my account. Also requested copies of emails I sent thru the cs site; he has yet to comply. I find it extremely complexing in this computer age to not be able to obtain this info; I have advised to have a "cc" function built into the regular cs complaint form - Xoom has done nothing. I feel this is a subtle effort to minimalize complaint follow-up by customers & not allow them to take legal action - if necessary in the future. Xoom has been informed that I am classified as DISABLED by Social Security for severe anxiety & depression issues - along with OCD. These issues with Xoom have not only hurt me financially, but emotionally - my stay in Peru has not be fun.

Desired Settlement: 1. Have Xoom be responsible to customers if there are issues of non-negotiable money being dispensed by an agent bank. I realize this may be an isolated incident; but it has caused me significant emotional distress. 2. In this regard, if needed rewrite laws in CA that state that a money transfer is not complete - until the customers receives negotiable currency. 3. Suggest to Xoom that they make available a "cc" to regular customer complaints; why wouldn't they have this in the first place? 4. make Xoom compensate people like me that have received non-negotiable currency for their entire lloss, not just a free transfer in the future. 5. Xoom's ability to terminate a customer's account w/o notice or appeal - is troubling! I am in Peru with no other means of getting my cash at a reasonable fee. I can have my US bank do a twire transfer, but that costs $30 - no matter what amount. As my SS check is $1.042 @ month; my normal fees with Xoom are $12.99. 6. Make Xoom more accountable for emotional distress; they are the in the ultimate ***** vs. Goliath situation - but don't allow ***** a sling shot. The customer feels frustrated & that the 1000 gorilla is on his chest. People need & rely on money transfer companies to pay for trips/vacations & emergencies (especially those that don't have a credit card - like me); what are we to do if we can't get our money or it is of non-negotiable currency? There should be an automatic penalty & other legal actions for this type of blatant behavior; unwillingness to listen to complaints. Xoom "Don't kill the messenger".

Business Response: Business' Initial Response /* (-10, 5, 2013/08/23) */ Dear *********** Thank you for your letter. We appreciate you having previously brought your concerns to our attention. In response to your complaints, we have tried repeatedly to satisfy your concerns. As has been previously communicated: Xoom provides information regarding ID requirements for our pay partners based on the pay partner's general policies and practices. At their discretion, individual branches may request additional ID for security purposes. Xoom does not supply physical currency to Interbank. However, based on your feedback, Xoom contacted senior management at Interbank to confirm that, if a customer is dissatisfied with the quality of bills they have received from a teller, they may request new bills at the time of the transaction. A merchant's choice to accept bills of any quality is the sole decision of that merchant, and Xoom cannot be held responsible for any merchant's refusal of bills. Based on a thorough review of your transaction history, account, and contacts with our customer service, we have decided to close your Xoom account. Pursuant to its User Agreement, Xoom may, at any time and in its sole discretion, refuse any transaction, and reserves the right at any time, and from time to time, to modify or discontinue the Service (or any part thereof) with or without notice. Our complete User Agreement is available for review on our website. We wish you luck in finding a service that better suits your needs. Consumer's Final Response /* (4200, 12, 2013/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I expect the BBB to give Xoom the worst rating possible and advise me of your actions. This is a classic example of the 600 pound gorilla - sitting on the 150 pound man - what can I do??? Thank you for your efforts; are there any consumer groups, TV stations, etc. that handle consumer matters in the SF area of CA? **************, *************** PS - can you refer me to any law firms that handle these types of matters; I am in Peru - this makes this extremely difficult or impossible to do. I appreciate your help... Business' Final Response /* (4000, 10, 2013/08/28) */ *********** Thank you once again for the feedback. Xoom stands by it's previous response.

9/9/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: They said that I could not send money to friends only to a relative in another country. Their Ad says: "Sending money worldwide with Xoom is easy. With the Xoom.com money transfer service you can send money worldwide from any Internet-enabled computer to friends and family in more than 29 countries. You can have funds withdrawn directly from your U.S. bank account to fund the money transfer, or pay using major credit cards. Recipients will be able to pick up the money in cash, have the money directly deposited into their bank account, or delivered to their door. Options vary by country." I tried to send money from the US to the Philippines using their website. The person could not pick up the funds because they were not my relative. I called the company and they said that this time only they would release the funds. In the future I could not send money to anyone except a relative. As you can see above their website ad said that I could send money to friends and relatives. They lied. I don't know what can be done in the future but I thought that you should know that their information online is a lie. This is the website that I found the information on. I'm not sure that you can access this because it has to do with the user. *****************************************

Desired Settlement: In the future I would like to be able to send funds to whomsoever I want to using their website method. I don't want to have to call them each time for a strong conversation. They should do this automatically.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/22) */ Hello ********, Xoom is a family and friends remittance service only. You must personally know the person to which you are sending money, but you don't necessarily have to be related. In this case you stated you were sending a charitable donation which is not allowed. You may wish to review the user agreement for more information on "Restrictions" General. 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 notice. Any such limits may be imposed on individual accounts, linked accounts, or on related accounts or households, in Xoom's sole discretion. We 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. Commercial Transactions. The use of the Service for commercial purposes is prohibited. You agree that you will only use the Service to send money to people that you know personally and for personal reasons. If Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account. Unauthorized Transactions. You may not use the Service in violation of this User Agreement or applicable laws, rules or regulations. It is a violation of the User Agreement to use the Service for commercial purposes, including (without limitation) for purchases of goods or payments for services of any kind. Xoom may cancel any Transaction and close any account that it suspects is being utilized for any of the following activities (without limitation): sexually-oriented materials or services; gambling activities; fraud; money-laundering; funding terrorist organizations; purchase or sale of tobacco, firearms, prescription drugs, or other controlled substances; or sending money to a Recipient that has violated the User Agreement. If you use the Service in connection with illegal conduct, Xoom reserves the right to report you to the appropriate law enforcement agency or agencies. Consumer's Final Response /* (3000, 7, 2013/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I said that I was giving this to a friend. They asked my friend what the money was going to be used for. Then they said that it was a donation to a charity. I never said that it was going to charity. Just because someone is a pastor or a missionary doesn't mean that it is a charitable donation. I wanted to give money to a friend. What they do with it is their business. They also said that in the future I could no longer send money to this person. This is my good friend. According to what they said in their statement I can give money to a person that I know. It doesn't say that the occupation cannot be a pastor, missionary, priest, or nun. A friend is a friend. Pastor ********* (******** **********, PhD, DD Business' Final Response /* (4000, 9, 2013/08/26) */ Hello ********, Thank you for the follow up. I can assure you our compliance team does a thorough review of each transaction before making a decision. However, you do have an opportunity to appeal the decision. The instructions for an appeal should be contained in the email with the decision. I would urge you to submit your appeal so that we can have your case reviewed.

9/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My complaint is money you send to Spain that never reached its recipient by xoom.com error now tells me that I lose my money. I ***** ***** ******* *** stated that on XX - XX-XXXX did a transfer of money 504.99 with reference to XOOM.COM XXXXXXXXXXXXXXXX by ******** ********* name ****** **** to SPAIN - ******* ********** the bank debited money from my account the day XX-XX - XXXX. By mistake XOOM.COM absurdity of that money held in Spain in another city other account number and another person, and called customer care my case reference is XXXXXXXX and as much as I insist they tell me is that I lose my money 504.99 dollars that is why I am presenting this complaint, I'm desperate I have a daughter there who needs this money.

Desired Settlement: All we ask is that I get a refund, the BANK OF SPAIN XOOM.COM calls for notification of admitting the mistake, but XOOM.COM insists that they did not get my money back. and made ​​two shipments of money XOOM.COM and neither reached its destination.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/16) */ Mr. *****, We have reviewed your case thoroughly. We thank you for the copy of your recipient's bank statement. The bank statement conclusively shows that you did not enter the correct IBAN (bank account) when initiating your transaction. The initial transaction's IBAN was a valid IBAN, it just wasn't your recipient's. However it is the IBAN you designated and that is the account that was credited. The second transaction you had attempted also contained an IBAN that did not match that of your recipient. The difference is the IBAN you submitted was invalid and thus the transaction was rejected and you have been refunded.

8/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: This company withdrew funds from my bank account within 1 minute of completing a transaction, but will not return funds immediately after complaint This company withdrew funds from my bank account within 1 minute of completing a transaction because I was sending funds to the Philippines. I was assured the recipient would receive the funds within 6 hours. After 18 hours, the recipient has still not received the funds and this company will not return the funds to my bank account in a timely matter. (They are very quick to withdraw funds but are in no hurry to return the funds) They would not refer me to a complaint department but rather tried to convince me that it was standard practice. We have sent funds through this website in the past and it has never taken more than a few hours. As I have stated earlier, it has been 18 hours and counting and the recipient still does not have the funds. This website AND television commercials are guilty of false advertisement, (as I stated earlier, after the transaction with my bank, the website CLEARLY stated the funds would be delivered within 6 hours.) when in all actuality, they do not deliver funds within 6 hours.

Desired Settlement: This company MUST return the funds to my bank as quickly as they withdrew. The funds need to get to the recipient ASAP because of health issues. I will be seeking legal counsel as well to sue this company for false advertisement.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/02) */ Hello **, Once again, I am sorry if the delivery time to the provinces, 1-2 business caused some confusion. I'm happy to confirm that the transaction was successfully cancelled and your payment source refunded.

8/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I used the money wire services due to advertising in tv stating that they would not touch my money until it was delivered. They failed to do so. I used Xoom.com to send money to Mexico because of tv advertising stating their warranty of service. Fast service. I waited more than 24 hours and they had not processed my wire transfer when it usually takes no more than 15 minutes and the I cancelled the transaction. It turns out that after cancellation, they used the funds on my bank account causing me an veer draft charge of 35 usd. I called to inquire and was told it usually happens so the tv ads are false. Also, the funds they took from my account, will not be deposited in 5 business days according to customer service which leaves me with bills to pay and no cash.

Desired Settlement: I feel I was not at fault when canceling the transaction so I demand to be refunded the 35 dollars veer draft charge. I also want my full amount of money to be refunded to my bank ASAP

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Hello, We do apologize for any inconvenience. However, at times we must process a bank funded transaction as per the actual ACH process. In these cases a transaction can take up to four business days to process before Xoom receives the funds. We do reference this on our site: "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" Once again, we do apologize for any inconvenience. We're happy to look into your claim about the overdraft fee. Please respond to your recent email on case number ******** with copies of your bank statement showing the fee and we will review it.

8/21/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My paycard, which was issued by my place of employment, was FRAUDULENTLY charged 413.99 at 5:33 AM on 08/14, and will not reverse charges. My pay was deposited on my payroll card at 5:14 AM on 08/14. There was a $1.00 charge on my card at 5:33 AM, for account balance information, then a charge by Xoom to my card for $413.99. I live in Arlington, Washington, and had never heard of Xoom before this transaction. I did not realize what had happened until I went to pay my bills and rent this morning, and two thirds of my pay was gone - stolen from me by this fraudulent company. They had no right to have my debit card information, as I have never given it to them. They are not releasing my money back to me, although I have never authorized ANY charges from this company, and I will be evicted from my home if I do not pay rent. I plan to sue this company if this is not rectified immediately. This is my first complaint against the company, other than to the company itself. My next step is the Attorney General's office.

Desired Settlement: IMMEDIATE REIMBURSEMENT

Business Response: Business' Initial Response /* (1000, 6, 2013/08/15) */ ******, We thank you for bringing the complaint to our attention. However, please know that the transaction was caught by our anti-fraud team and cancelled. You were not charged for the transaction. The charge you are seeing is actually an authorization and not a charge. The authorization will drop as Xoom is not seeking payment. Xoom takes matters of fraud very seriously. Xoom did not in anyway use your information. You were a victim of fraud by a third party and the fraudster attempted to use our service to move funds from your account. Again, Xoom carefully screens every transaction to ensure validity. A member of our Fraud team will reach out to you to follow up with you. Consumer's Final Response /* (2000, 8, 2013/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Xoom authorized a release of the funds back into my own bank account, so this has been solved. Thank you.

8/12/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom changed the rates after authorizing the payment. I initiated a transaction for 2990 USD to INR conversion at a rate of 60.04 INR/ USD and the total for 2990 was shown on confirmation page as **********. Everything looked alright and I authorized the payment however upon confirmation page the final amount changed at a rate of 59 INR/ USD which is completely fraudulent. It is similar to telling a customer a price X and then actually charging price y and generating the receipt for the amount which wasn't shown on the authorize page. To me this a fraud and unfortunately even after calling to correct the mistake nobody took heed of it. Sadly I was told a lot about how the rates change and how at a blink of an eye the rate might have changed. All these justifications from xoom doesn't make any sense since I already entered in the transaction on the final authorization page with the rate of 60.04. How can one justify changing the rate after authorizing to pay. I expected an apology from xoom and prompt correction on xoom's part however I haven't heard anything back from them. Looking at this scenario it is a loss of more than 50$ for me and I would like to see this refunded by xoom to me. Unfortunately by not properly addressing the issue xoom is actually loosing their market credibility and customers. The Xoom transaction ID for ref is:*****************

Desired Settlement: I am expecting either to completely cancel the transaction or a refund of the difference between the committed vs delivered money which comes clise to 53 USD.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/02) */ Hello *******, I do apologize for any inconvenience. There are times during the day more prone to rate fluctuations than others. The rate fluctuated twice within two minutes on 7/30/2013 at 6:16am PDT(60.004) and again at 6:18am PDT(59.008) and a further third time at 6:19am PDT (59.01). As you mention, this can cause a problem when initiating a transaction at one rate, and change has occurred prior to submitting. We have carefully designed our user experience around this possibility. When this occurs, upon submitting an alert message stating "Exchange rate has changed. Please verify the exchange rate." will be shown, and the calculations will have changed as well. The user will then have to click submit again to lock in the current rate and submit the transaction. We can understand that this is not a great experience, however we do not change the rate after a customer submits the transaction. Your receipt which was emailed to you also confirms the rate at 59.0081. Consumer's Final Response /* (2000, 11, 2013/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received what I was expecting for. Appreciate it. Business' Final Response /* (4000, 9, 2013/08/09) */ Hello *******, We have thoroughly reviewed your case using a chronological analysis of your experience, and our system did perform as designed. But, we also realize that there was most certainly a gap in the user experience. The rate had changed more than once during the process of setting up your transaction. Market opening hours can cause a rapid fluctuation in the rates and we absolutely want to make sure that customers have a seamless experience when sending during that time of day. As a token of our good will Xoom will be sending you a check for $75 to address listed on your account. We thank you for the feedback on your experience.

8/8/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The representative provided wrong information for money transfer and resulted in money not getting transferred and other issue Wrong information to get me do money transfer and then cancelling it due to there known issue. Caused unnecessary transactions and issue and also got my bank information by giving me incorrect information

Desired Settlement: need to get my refund as well as other expenses of $45 incurred due to the incorrect information

Business Response: Business' Initial Response /* (1000, 5, 2013/07/22) */ Hello, Mr.***** Although you can in fact send to an NRO/ NRE account now via Xoom. The stipulation that it must be a Rupee only account has not changed. We do not send deposits to non-Rupee or mixed currency accounts. We apologize for any inconvenience.

8/8/2013 Problems with Product/Service | Read Complaint Details
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Complaint: To simply process me out to find some loop hole to get rid of me, customer service consistently tried to rail road me into creating a voided situation I've done business with Xoom many times. Recently, on two out of three transactions I did on the same day, the transactions were questioned. which is fine. they then asked me for information identifying me. which i supplied that included my drivers license. Then they asked for two months of banking statements. this is after months of having no issues with my transactions. now i felt this was a privacy issues, because i didn't want anyone to know how much my rent is or how much i spent in groceries so i offered a variety of other ways to confirm that i was whom i was, and that funds were more than available. Rather than have any further issues, and to try to get rid of me rather than commit to a fair business practice and treat a customer with respect, they simply railroaded me. No matter what, i kept consistent, and didn't simply roll over. I kept thinking about the possibility of this being done to some little lady out there. This was just trying to throw me under the bus so that i would no longer be a legal liable issue. they made empty promises to resolve my issue but then always tried to state at the end of that statement that we will try but then used terminology that would lead to a result that was to be negative. they wanted the legal excuse for canceling my order. Rather than try to be reasonable, i was kept on hold for long periods of time, and always rail roaded into the inevitable end that they wished. This very much upset me because rather than try to resolve the problem, they tried to rail road me. also, the statements they made to me as to why my transactions should be voided, was that i was no longer following their stated requirements. but i hunted through the website and could not find the statements concerning this rule they said i was breaking. now i can easily use yet another service, but my issue here is on the treatment i was given. unfair business practices and manipulation to find an end that would remove me as a problem and limit legal liability. you are the Better Business Bureau. These people need to run a better business and I'd like to take action to make sure that people know this shouldn't be how people should be treated. I'm more than happy to speak with anyone on your side and I plan to contact their corporate offices, make a complaint to the SEC, and make a complaint directly to their board of directors. this may not have been a great deal of money, but people around the world need a consistent and reliable business to deal with, especially when its a situation that is the difference between feeding their families or not. I look forward to hearing from you. Regards, *****

Desired Settlement: I want them to let me continue to use their service, process the transactions as they have repeatedly many times before, clearly define their rules on their website, and an apology letter from their customer service department.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/11) */ On April 4, 2013, you attempted your first Xoom transaction. Our partner in Argentina, More Money Transfer, requested your ID for compliance purposes. We attempted to collect that information but were unsuccessful and the transaction was cancelled on April 12, 2013. Several subsequent transactions were attempted from April 10, 2013 - June 28, 2013. During the compliance review process, you stated the purpose of the transactions was to pay for consulting services. As this is a violation of Xoom's user agreement your account was subsequently closed. Xoom's User Agreement states the following: ''The use of the Service for commercial purposes is prohibited. You agree that you will only use the Service to send money to people that you know personally and for personal reasons. If Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account.'' Consumer's Final Response /* (4200, 11, 2013/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stating that in my view, I simply felt this treatment is truly not recognizing that there is a problem. Second, there is still no straight forward location on your site, stating your policy. I decided to do an experiment and had a few Mensa members try to find it easily. I figured they would have an exponentially higher intellectual capacity than what would be required to find this information on average. Unfortunately, not one could easily find it. As for my self, It took a few minutes to find another service. That still doesn't change that the way you showcase this point on your website is not clearly stated. It is a hidden factor that creates a legal loophole to not only manipulate and cut out existing clients, but also allows others who would use this service for business to easily do so with no true method in knowing whether they are following your rules or not. Considering this, based on the fact that you state, that this service is restrictive for use other than personal, then you must be following some restriction imposed on you by some specific banking or financial governmental or industry group or association. If so, I'd like to know which agency or industry group that these rules are imposed on you and there by. Who tells you that you cannot send funds for no other purpose but personal? There must be an agency or trade group which imposes this onto you. please remember that all this is made public, and if you reply with no answer, or an answer that plays coy such as what you did in this last email, then I will happily use the public information to expose this to a variety of industry groups as well as media sources. The longer you play lawyer and continue to try to pass this off, the more aggressive i will become in making sure that this is very much made public and accelerate an agency and media investigation on your company and service. I'm absolutely shocked that you wouldn't simply state that a true apology letter from your two employees, signed and validated, could not be done. Nor that you couldn't clearly state on your website that this service is only for personal use, not business. You have one last shot to correct this error on your part. If you don't, I promise you that I will take aggressive action and make sure to publicize all this to not only the media, but authorities. Any governmental agency you would need to face would create further issues to any connected to your organization. By the way, expect over the next few weeks, some new and aggressive moves forward by the SEC. You'll be hearing this in the news very very soon. The SEC doesn't want to be seen as a push over anymore, so they will be coming down hard on all companies that publicly trades such as yourself. Then lets not even consider the other options on the table, and they currently number 17 for me. I've been as fair as I can be to Xoom. You don't make an effort to change, and you continue to withhold clarity of key information, to be easily found and viewed by your customers, will simply showcase to me and many others, that you are committing unfair and manipulative practices. This is your last chance. Commit on paper and your website those two changes, and start being clear and therefore honest, or face the consequences. I simply wish companies like yours would simply wake up and realize that there are those who are more influential than you, more knowledgeable than you, and are willing to move forward and take legal and social action to make sure companies behave properly. Good luck and don't reply until you are certain that you will do something that satisfies my two simple requests. Business' Final Response /* (-10, 13, 2013/07/26) */ Mr.**********, Thank you once again for your feedback.However, as we've previously stated the language you are looking for exists within the Xoom User Agreement to which all customers agree to upon signing up with the site and prior to sending their first transaction. New customers are given the opportunity to read through the contents of the User Agreement and then must acknowledge that they have done so and agree to the terms of agreement, which you did. Furthermore, the User Agreement can be found at anytime in a link at the bottom of each and every page on Xoom.com. The link clearly reads "User Agreement." As we've previously quoted from the User Agreement "Commercial Transactions. The use of the Service for commercial purposes is prohibited. You agree that you will only use the Service to send money to people that you know personally and for personal reasons. If Xoom discovers you are using the Service to purchase goods or services, we may cancel your Transaction(s) and close your account." The restriction on commercial transactions is a conscious decision and solely due to our chosen business model being a "friends and family" remittance business.

8/6/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Ladies, Gentlemen For over 2 years I have used this service ro send money to my PERSONAL friends in Mexico, Lima, Peru, and Colombia. Now, Xoom wants my PERSONAL information. They have my email(*****@********.net) my phone, date of birth, sex(m) and my personal bank account number via debit card. Now they want my USA passport number which is NOT GOING TO happen. Too much personal information on these PUBLIC websites which are subject being "hacked". If I am not mistaken, Unless 1,000.00 US dollars or more is being sent, it does not require a photo ID. IE: state driver License. It is not my practice to sent but only a MUCH smaller amount. Please address this with me as I told XOOM I am tired of everyone "snooping" into my personal information.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/19) */ Mr.*********, We can appreciate your desire for privacy. However, Xoom.com operates in highly regulated industry and we fully comply with all state and federal laws and regulations. Often, to ensure the security of our customer's sensitive financial information we must ask for additional information for verifications purposes. When speaking to Xoom representatives you should absolutely expect a courteous, professional manner. Anything less is unacceptable and not up to Xoom standards. Consumer's Final Response /* (3000, 7, 2013/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) NOBODY in the industry requires PASSPORT. Show me the state, Federal regulation stating this. Legal state photo issued is all that is required. Go to ANY money transfer agent..or bank..NOBODY will ask for a passport. Only state photo ID Xoom is not addressing the issue. They said a PASSPORT was needed for international transfers. Business' Final Response /* (4000, 9, 2013/07/25) */ We do apologize for any confusion. However, Xoom never states that a passport is "required." Rather, it's an option. We require a current form of official picture ID. A valid drivers license will do. For those that do not have a state issued ID or drivers license, we give them the option to provide a copy of their current passport.

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Zoom.com promised 4hour transfer but still the money is not transfered We transfered money on june 28th 2013 from zoom.com and as per advertisement money was suppose to be transfered within 4hours. We waited two days and money was still not transfered, so we contacted xoom.com customer service and they told us that our family back in india will receive the money on 4th july and still today they have not received the money.We have also send xoom.com a snap shot of our ***** bank account to show that money has not been received.Our money has been withdrawn from our account. We would like to receive compensation from xoom.com because our family really need the money but they haven't received the money.

Desired Settlement: Refund of total money withdrawn from my account

Business Response: Business' Initial Response /* (1000, 5, 2013/07/15) */ Mr. *****, We regret any inconvenience. Your transaction was rejected by ***** bank due to inaccurate account information. Your transaction has been cancelled and the refund process is under way. You should expect a refund in 1-4 business days.

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Xoom a scam they faile to do a transfer Mexico I wait 5 days to bill my account. I contacted Customer services they were unable to explain cancel TSF Xoom a scam they faile to do a transfer Mexico I wait 5 days to bill my account. I contacted Customer services they were unable to explain why my transfer was cancel I asked several time and contacted them, Xoom customer service unable to explained my cancel my transfer, They used your money for offshores to make Xoom Rich by using USD to make money is a scam dont dont sent money or do any business with XOOM Company thanks

Desired Settlement: 500 dollares were used to play with the international rate and Xoom making money Offshores by holding the money and then cancel transction ones you contacted customer service they ARE UNABLE TO EXPLAINED WHY YOUR TRANSFERED HAS BEEN CANCEL NEED TO INVESTIGATED THIS COMPANY FOR RIGHTS ON INTERNATIONAL BANKING OFFSHORES AND SERVERAL OTHER ISSUES THESE COMPANY IS NOT IN COMPLAINCE .

Business Response: Business' Initial Response /* (1000, 5, 2013/07/05) */ Hello *****, Please know that your assertions that Xoom somehow withholds customer's funds in order to make money overseas is completely false. It can take as many as 5 business days for an eCheck (bank account) funded transaction to clear. Xoom does not have possession of customer funds during that process. Your payment failed, and thus your transaction had to be cancelled. This was explained to you on July 2, 2013 at 12:35pm PDT when you contacted our customer service department by phone.

7/5/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I have been charged $467.18 through an account that has no association with my Name ,yet you approved this transaction without question. I would hope that the services you provide to the public would require more than just an account number . Possibly the 3 digit code on the back of said card, since the name of the account does not match the name on the credit/debit card.It appears that the only thing on your mind is acquiring funds with no safe guard in place to protect the general public.

Desired Settlement: Return funds to my bank $467.18

Business Response: Business' Initial Response /* (1000, 5, 2013/06/19) */ We thank you for bringing this to our attention. I can assure you Xoom complies with all federal and state laws and regulations with regards to consumer fraud protection. We also meet or exceed industry standards in this area as well. Unfortunately, Identity theft is a huge problem that affects both consumers and businesses alike. Xoom guarantees that fraud victims will not be held liable for any charges related to such activities. Our fraud department will reach out to you to assist you in recovering your funds.

7/3/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: After I sent them a copy of my state I.D. and bank statement, they demanded a copy of my military ID. It is illegal to scan military ID's. In the verification process to get an account on xoom.com, they called me to request specific documents. I sent them a bank statement and a copy of my state issued photo ID. The customer service representative (who happened to be extremely rude) said this was no adequate and demanded I send a scanned copy of my military ID. this is a federal crime. I fear they are getting others to send scanned military ID's which is not desirable. In addition, when I requested they close my account and delete the documents I sent (and send me an e-mail verification that this happened) they blocked my IP from xoom.com and I received no notification thus far. I imagine they still have my bank statement and state ID somewhere.

Desired Settlement: xoom.com should be investigated for the information they have amassed. DOD personnel should be aware that they cannot play by xoom.com's rules.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/24) */ Hello *******, Thank you for notifying us of your experience. I can assure you that asking for a copy of a military or similar ID is not a part of Xoom's procedures. We simply ask for a "government" issued ID and a state ID, driver's license or Passport is sufficient. The agent in question clearly made a mistake and we'll follow up to ensure that we do not repeat the error. Consumer's Final Response /* (4200, 11, 2013/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has made no indication that my personal & financial information will be deleted, nor have they addressed the primary concern which is that they have a database of DOD ID cards coupled with their financial information, personal data, etc. As previously stated, doing such is a crime, one that xoom.com is possibly guilty of several times over. See: Title 18, U.S. Code Part 1, Chapter 33, Section 701. Business' Final Response /* (4000, 9, 2013/06/27) */ Hello *******, Please view our user agreement, specifically section 7 as it relates to the information we collect and how it is used. https://www.xoom.com/user-agreement Below is an excerpt from the user agreement: "COLLECTION OF INFORMATION Privacy Policy. By agreeing to this User Agreement, you acknowledge and consent to Xoom's Privacy Policy. The Privacy Policy can be found on our websites or by clicking here: Privacy Policy. Customer Identification Program. To help the government fight the funding of terrorism and money laundering activities, U.S. law requires that we obtain, verify, and record information about you. We may require that you provide us with nonpublic, personal, identifying information. We may also lawfully obtain information about you from other sources without your knowledge, including non-personal identifying information that we may obtain while you visit our websites. Please see our Privacy Policy. Government Disclosures. We may provide information about you and your Transactions to government authorities and enforcement agencies, as described in our Privacy Policy. Verifying information. You authorize us, directly or through third parties, to make any inquiries we consider necessary to validate the information that you provide to us. This may include asking you for additional information, requiring you to take steps to confirm ownership of your e-mail address or financial instruments, or verifying your information against third party databases or through other sources." As we mentioned we do not collect DOD and other restricted forms of Identification as part of our process. For privacy concerns we cannot comment on information related to other individuals.

7/3/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I initiated an overseas money transfer using xoom.com It's been 12 days they have taken my money and claim that its transferred, but it's not. Like I said, I needed to transfer money to an overseas account. Xoom claims to complete such transfers in 4 hours. They debited my account the same day. The destination account did not get credited and they closed the transaction saying it was complete. Its been 12 days now. I call customer service each day for an hour. They say it's under investigation and don't give me a timeline on when it will complete. I told them to cancel the transaction and now they are investigating this again. That said they also don't give me a name or number of the team that is investigating it. They are a bunch of crooks. These people need to prosecuted for this.

Desired Settlement: I definitely need my money back. It was $2500. At this point I cannot pay my bills. I'm delinquent on my bills. I need them to pay for my time, charges and troubles. Also I want to save others from having to deal with these scammers.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/17) */ Dear Mr. *****, Thank you very much for taking the time to share your concern. We have had an opportunity to investigate the transaction you referenced and have determined that the transaction was rejected, as the recipient account is an NRE/NRO account. In India, the Xoom.com website is a service of BuyIndiaOnline.com Inc. (''BIO''), which is a wholly-owned subsidiary of Xoom Corporation. BIO operates under a Certificate of Authorization from the Reserve Bank of India, issued pursuant to the Money Transfer Service Scheme (''MTSS''), and works in close partnership with the Punjab National Bank. In order to receive money in India through any MTSS licensee, you must agree to certain restrictions put in place by the Indian Government, including the following: -The maximum transaction amount may not exceed $2,500 US dollars (or IN Rupee equivalent) for deposit. -A recipient can receive a maximum of 30 transactions per year. -MTSS payments (money transfers) are reserved for personal inward remittances only. Commercial/business remittances and remittances toward the purchase of property, investments, donations/contributions to charitable organizations or credit to non-residents' accounts (i.e., non-resident external (NRE) or non-resident ordinary (NRO)) are prohibited. This information is readily available on our website, and information is additionally displayed during the process of sending money alerting customers that deposits to NRE/NRO are not allowed. Unfortunately, it took longer than usual for the recipient bank to reject this transaction. The transaction is now cancelled, and a refund for this transaction has been initiated. The funds should be returned to your account within 1-3 business days. We apologize for any inconvenience.

6/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Failure do deliver money at recipient bank account in India and still claiming transaction completed. have initiated money transfer from my US bank to one of my recipient in India using Xoom money transfer service on 06/07/2013 using exchange rate of INR 56.21. The remittance should have been deposited to beneficiary account in 4 to 24 hours but even after 4 days and and repetitive follow-up money is not yet deposited to beneficiary account. Zoom is claiming that transaction is completed on 076/07/2013. After lot of follow up they are investigating this. Transaction Number ************** email account : **********@*****.com date of transfer 06/07/2013 I want Xoom to deposit money at beneficiary bank account in 2 days and I should get best exchange rate from 06/07/2013 until money is deposited to beneficiary. Current exchange rate is INR 57.01. I should also get reasonable compensation i.e $300 from Xoom due to failure to deliver money to beneficiary on time and using my money for 4 days. Thanks **** ***-***-****

Desired Settlement: I want Xoom to deposit money at beneficiary bank account in 2 days and I should get best exchange rate from 06/07/2013 until money is deposited to beneficiary. Current exchange rate is INR 57.01. I should also get reasonable compensation i.e $300 from Xoom due to failure to deliver money to beneficiary on time and using my money for 4 days.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/12) */ Dear Mr. *******, Thank you very much for taking the time to share your concern. We have had an opportunity to investigate the transaction you referenced- *************- and have determined that the transaction was rejected, as the recipient account is an NRE/NR) account. In India, the Xoom.com website is a service of BuyIndiaOnline.com Inc. (''BIO''), which is a wholly-owned subsidiary of Xoom Corporation. BIO operates under a Certificate of Authorization from the Reserve Bank of India, issued pursuant to the Money Transfer Service Scheme (''MTSS''), and works in close partnership with the Punjab National Bank. In order to receive money in India through any MTSS licensee, you must agree to certain restrictions put in place by the Indian Government, including the following: -The maximum transaction amount may not exceed $2,500 US dollars (or IN Rupee equivalent) for deposit. -A recipient can receive a maximum of 30 transactions per year. -MTSS payments (money transfers) are reserved for personal inward remittances only. Commercial/business remittances and remittances toward the purchase of property, investments, donations/contributions to charitable organizations or credit to non-residents' accounts (i.e., non-resident external (NRE) or non-resident ordinary (NRO)) are prohibited. This information is readily available on our website, and information is additionally displayed during the process of sending money alerting customers that deposits to NRE/NRO are not allowed. A refund for this transaction has been initiated, and the funds should be returned to your account within 1-3 business days. We apologize for any inconvenience.

6/24/2013 Advertising/Sales Issues
6/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: SEND THE MONEY TO XOOM FUND STILL PROCESSING.BUT XOOM ALREADY DEDUCT THE MONEY FROM MY BANK, STILL MONEY NOT AVAILABLE FOR PICK UP WAITING 4 DAYS NOW XOOM TOOK THE MONEY FROM MY BANK AND WHY XOOM NEVER RELEASE THE FUND THAT I SEND TO THE PHILIPPINES. STILL PROCESSING THEY ALREADY DEDUCT THE MONEY FROM MY BANK. THEY SHOULD ALREADY RELEASE IT THE FUND IF THEY DEDUCT MY MONEY .I CALL THE CALL-CENTER THEY SAID STILL PROCESSING, WHY? IM WAITING FOR 4 DAYS NOW AND THE FUND STILL NOT AVAILABLE ... ?????

Desired Settlement: IM HOPING THEY CAN CORRECT THE SYSTEM . IF THEY TOOK THE MONEY THEY SHOULD RELEASE THE FUND RIGHT A WAY . I THOUGH XOOM IS WHEN YOU SEND MONEY ITS AVAILABLE IN MINUTES. MY CASE FOUR DAYS NOW AND THEN THE FUND STILL NOT AVAILABLE. MAKE ME WORRY NOW...... STILL WAITING.........

Business Response: Business' Initial Response /* (1000, 5, 2013/06/17) */ Hello ****, Please know that your complaint relates to payment processing. A bank funded transaction can take as many as 4 business days to process. This means that it takes up to 4 business days before Xoom receives your funds. Once the funds have been received Xoom immediately sends the funds to our local partners for payment to your recipient. The vast majority of Xoom transactions are able to be processed within minutes. However, at times we must verify the payment source for security reasons.The transaction in question was cancelled as per request. We apologize for any inconvenience. Consumer's Final Response /* (2000, 11, 2013/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business' Final Response /* (4000, 9, 2013/06/20) */ Hello ****, We do apologize for any inconvenience. You are correct in stating that our Pay Only When Received program is the usual experience. However, certain conditions do apply and payment processing is one of them. Please note our disclaimer posted on each page of the Xoom site: 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

6/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to send money to a friend in Argentina I tried sending money to a friend in Argentina who has been using XOOM for about 3 years. I am new to XOOM and when I tried sending money to my friend in Argentina, it went through the first few times but this last time it didn't go through. I spoke to my friend and he said that he has experienced this in the past and said that the receiving partner on in Argentina, More Money Transfers, requires a government issued ID due to the new laws in Argentina to circumvent a flight of some sort. I was proactive and I supplied my ID number to XOOM via email. I received a response to be patient and wait for the More Money Transfers to respond. That's when the nightmare began. I waited and when the email I received the email that the transfer didn't go through, I never received a call from XOOM. I called XOOM and they said that they would get back to me within 24 hours. No one got back to me so I called again and the customers service representative informed me that when they said 24 hours, it doesn't mean 24 hours but 24 business hours and they are open from 9-5 so that's equivalent to 3 days. No one got back to me so I did some research and finally got their customer compliance numnber and called the number on 6/15/2013. The lady on the phone was nice and sent me an email with the form that I needed to fill out from More Money Transfers. The form required me to supply a government issued ID but no which is fine but no where in the form does it say that I need to supply the extra information that XOOM is requesting. Filling out the form is fine as this is what More Money Transfer requires. However, I'm simply trying to send money to a friend and XOOM already has access to my bank account so why am I being asked to supply bank statements and personal information you would normally supply when buying a home to a company just so I can send some money to someone. After speaking to my friend, he said that this is news to me and the only thing More Money Transfers requires is my ID number which is what is being asked for in the form from More Money Transfers. So if the form that MMT is the only thing required and this what other individuals are asked to fill out when they have sent more money than I'm trying to send, why am I being asked to send personal information to XOOM that MMT doesn't require. A letter from my bank should suffice and there is no need to supply any personal information just to send money to a friend.

Desired Settlement: I would like to use XOOM and not have to send personal information that one would require for buying a home to simply send money to a friend. Filling out a form that MMT requires is fine and I can send that, but in today's world of identity theft, XOOM will have way to much information that they don't need in order to send money to a friend.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/18) */ I am terribly sorry for the experience you've had in dealing with this transaction. While it is true that our partner in Argentina required additional documentation from you, as they made you aware, we certainly did not handle your case with any measure of efficiency. Your case is actually quite common for transactions sent to Argentina, and our process for handling these cases is normally quite clear, and relatively painless. You should have received the necessary documents immediately upon confirmation of the issue and once returned to us, quickly forwarded to our partner's compliance department so that your transaction could be paid out. It should not take more than a day or two maximum to resolve. I can assure you we will be following up with each agent involved in your case to make certain that this does not occur in the future. We will also be following up with our partner to ensure that these cases are handled quickly in order to ensure as little inconvenience as possible is caused to the sender and recipient. Our goal at Xoom is to ensure the quickest, and most effortless money sending experience possible. Once again, I do apologize that we did not live up to that standard. I thank you for bringing this matter to our attention. Consumer's Final Response /* (2000, 7, 2013/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response to the BBB was the same response I got via email. I tried sending the original dollar value in the amount of $595 once again and this time the payment wasn't held by XOOM and I wasn't asked to provide my personal information such as W2's, bank statements and the like. There are no restrictions on the recipient account from MMT or from the Argentine government and I am well below the daily limit of $2999 that XOOM requires so there was no reason for the transaction to be stopped. Both transactions for a total amount of $1190 were sent successfully and the recipient picked up both transactions successfully in Argentina.

6/11/2013 Billing/Collection Issues
6/10/2013 Problems with Product/Service

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10 Customer Reviews on Xoom Corporation
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