XOOM CORPORATION
Consumer Complaints
There are over 111 complaints on file for XOOM CORPORATION. Dated between 2019-12-05 and 2013-08-01.
Complaints by Product
| Money transfer, virtual currency, or money service - International money transfer | 59 |
| Money transfers - International money transfer | 38 |
Latest Complaints
2019-12-02
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with monetary relief
2019-11-18
Daniels, MD
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-11-12
Lufkin, TX
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-11-07
Flushing, NY
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-21
Ada, OK
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-10-18
Lewisville, TX
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-28
Powder Spgs, GA
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-08-08
Discovery Bay, CA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: XOOM money transfer Transaction XXXX was initiated buy me on XX/XX/2019 XXXX XXXX to send to money to my brother-in-law in XXXX for US {$1500.00}, they deducted money from my bank they are neither refunding my money nor they are sending money to my brother-in-law. I called them every day for more than 25 calls, send the proof of my brother-in-laws bank transaction. They say they are going to refund my money and send a email confirmation and they are never doing it from past 3 weeks.
Please take action as soon as possible, This XOOM company is fraud, Please cancel there license and do justice to me and all customers who are going through this Fraud company.
Company Response: Closed with monetary relief
2019-07-13
Lewisville, TX
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: This is the second time Xoom did to me. They hold on to your money in the name of security and take a very long time to transfer! This is against their advertisement! I did a transaction to my nephew in XXXX on XX/XX/XXXX in the amount {$4400.00}, it took 4 days to transfer the money!! I did send money to my nephew before and he was already in the system so this does not make sense to delay the transaction. I had to call them twice and only then they released my money to my nephew! Proofs are attached below.
Most recently I tried sending money to my cousin in XXXX in the amount {$2900.00} on XX/XX/XXXX. Again they have put a delay to my transaction under the name of security. I called them up and they said its their partner who are causing delay but the strange thing is that the recipient is not new! Its already in the system and I have done transactions before to the same person before! Its been more than 20 hours and my cousin still did not receive his money! Proofs attached below
Company Response: Closed with explanation
2019-07-06
San Diego, CA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-06-26
Inglewood, CA
Other transaction problem
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-06-12
Westerville, OH
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I work with XXXX so long year, after sent he has been provided me " Cancelled '' so I never get result any time Nowadays I can not log in, I don't want use his site I want know last all transfer I had using with many amount where they go. Now he can send more 200 countries. When used he only send 63 countries I had save print few copy. Are they can pick up when I ask
Company Response: Closed with explanation
2019-04-27
Discovery Bay, CA
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Ive been using Xoom for several years. In my recent transaction, Xoom asked me to provide Identification proof to meet compliance requirements before they can process the transaction, which is understandable. However, the Identification proof Xoom requested ( eg Driver License, Passport, or state ID ) contains sensitive Personal Identification Information ( PII ) such as Date if Birth. Yet, as I spoke with Xoom customer service, the only two ways that Identification proof can be submitted to Xoom is either through email to Xoom Customer Compliance <[email protected]>, or send to their fax number.
A shared email folder or a fax is NOT a secure way of collecting customer PII, especially sensitive PII like date of birth or full social security number. The email box and fax can be accessed by multiple personnels without clear accountability or traceability on who accessed what. For that reason, I have to cancel the transaction and stop using Xoom until Xoom improves security and privacy practices.
As a certified security professional myself, I feel obligated to report this insecure PII practices by Xoom since general customers may not have sufficient knowledge on how to protect their own PII. Id suggest customers to stop using Xoom until they provide more secure way of collecting and handling sensitive PII from customers.
Company Response: Closed with explanation
2019-04-27
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: I am a XXXX XXXX XXXX in XXXXl ( XXXX XXXX University ) and I opened an account in the XXXX XXXX XXXX to attend emergencies and some purchases when I am in the USA. That's why I did not check this account often. When I went to make a payment there were no funds for the value being that I had funds. That's when I checked the account and found several attempts to fraudulently send my account amounts to an person in XXXX ( from a region known to be a source of illegal immigrants to the US ) by company Xoom.com. In the last two attempts the Bank did not make the reversal and so far I am struggling to prove that I did not even know the Xoom.com company and never had a registration. I already registered occurrence in the police of XXXX, USA and FBI. What else can I do to prove that I was the victim of an internet fraud?
Company Response: Closed with explanation
2019-04-25
Other transaction problem
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Company Response: Closed with explanation
2019-04-01
Unity Plaza, CT
Wrong amount charged or received
Money transfer, virtual currency, or money service: International money transfer
Complaint: I initiated a money transfer with Xoom specific instructions for the funds to be sent to the recipient in USD.When the transfer was instead sent in XXXX, I requested of Xoom a full refund of the value of the money transfer of $ XXXX.According to Xoom 's written user agreement a customer is entitled to a full refund in cases of error where the transfer is not done according to the sender 's instructions.
I received a written response from Xoom acknowledging the error but then only offering me a refund of the {$7.00} money transfer fee.This is inadequate according to Xoom 's refund policy which states a customer is to receive a full refund in cases of error where the money transfer is not sent according the the sender 's instructions.I have included Xoom 's user agreement regarding refunds.
Please help me get my money back.
Thank you 14. Refunds To request a refund, please click here for Customer Service. We will refund your money within three business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into a Recipients account. You can cancel your Transaction for a full refund within 30 minutes of authorizing your Transaction, unless the funds or mobile reload have already been paid out to the Recipient or Service Company. After 30 minutes, we generally do not provide refunds unless we did not process your Transaction according to your instructions or we are unable to pay out the Transaction.
Company Response: Closed with monetary relief
2019-03-27
Arco, CA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: I used this new app call Xoom, an extension of XXXX for international transfer. I transferred XXXX $ from my XXXX bank account to my daughter XXXX account, she is a student there, the fund were debited from my account but never credited to hers. Its been 3 weeks of back & forth, they show me some sort of proof of credit in her account but she never got anything. Per their request, I have been sending them her bank statements showing that its not there, I did it 3 times already, but each time they got back to the same generic email, saying that its been delivered!
Company Response: Closed with monetary relief
2019-03-14
Broseley, MO
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-03-12
Chicago, IL
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: I previously submitted a complaint thru the CFPB regarding this company, and their response stated they took action to prevent their customer 's information from being sent to me. Again, on XX/XX/XXXX, I received an email stating that their customer received a transfer from someone. They, again, sent me all the transaction details for an account that does not belong to me ( transaction XXXX ). Xoom needs to delete my email address from their systems immediately. The email address is not registered to XXXX XXXX XXXX, and I should not be receiving transaction details - this is a violation of XXXX 's privacy rights. This is the third transaction I have received details for - in addition to XXXX on XX/XX/2019 and XXXX on XX/XX/2019.
Company Response: Closed with explanation
2019-03-04
PA
Confusing or missing disclosures
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/XXXX19 I attempted to transfer XXXX to my wife 's checking account in XXXX. XXXX 's website required entry of my Social Security number to continue. I entered this, and was denied the transfer. I spoke to customer service that day and was informed that my Social Security number was not accepted because they use it to check my credit and couldn't because I have a security freeze on my credit. I asked why the company did not notify me this was going to happen, and why they need access to my credit report when I have taken steps to certify my bank account with the company already. While on the phone - not providing any answer to these two questions - the representative looked at my checking account and confirmed I have sufficient funds for the transfer I requested.
I was told the only way I could then transfer the amount I wished, was to fax a copy of my passport to XXXX. This I was not willing to do, so I asked what is the maximum amount I can transfer. I was told XXXX USD every 24 hours. On XXXX I transferred XXXX. The next day I attempted to transfer another XXXX and was denied by the website, with a message saying I was over the sending limit. Yet XXXX 's website states what the representative told me, that I can transfer up to XXXX every 24 hours without providing the additional personal information I do not want to share.
This continued for several days, until onXX/XX/XXXX19, I was allowed to transfer another XXXX. It has now been another week, unable to transfer more money. On XXXX by email the company sent this message " As of XX/XX/2019, you may send as much as {$1600.00} to your recipient " when I inquired again why their advertised transfer limits are untruthful.
We do not have another way of sending this money direct to the bank in XXXX. XXXX advertises transfer limits they do not honor.
Company Response: Closed with explanation
2019-02-21
Washington, DC
Confusing or missing disclosures
Money transfer, virtual currency, or money service: International money transfer
Complaint: XXXX falsely asserts that transactions are processed quickly, and claims to users that the process requires far less work than it does.
I was sending money to XXXX, so at XXXX, I selected XXXX from the top-level menu, and got this text : " It's very easy to send money to XXXX. From our website or app, simply enter the amount you want to send, select where you want the money to be paid out and decide if you want to pay with your bank account, debit card, or credit card. That's it! " The front page also promises that " Your transfer will arrive in seconds. '' The intent of this ad copy is to get users to initiate the transfer, surprising them with additional requirements after they have invested time to start the process. After submitting, I was told to call customer service, who told me to send personal documents ( via unencrypted email ). I was told that the user agreement states that documents should be mailed, but this is not true : the user agreement defines " XXXX XXXX '' as data, not mailed documents.
I am unable to reconcile the statement " That's it! '' with the several additional steps required, and believe the promise made on the front page to be false.
Verification takes a day, so the promise that the process takes seconds is misleading.
Company Response: Closed with explanation
2019-02-19
Cheverly, MD
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: I initiated money transfer through xoom.com which was supposed to be instant, after 6 hours I realized the money was not yet paid. I called xoom.com customer service and was told the transaction was delayed due to technical difficulties. I called back after 24 hours, the customer service agent told me she was going to check and get back to me immediately, she did not call back. I called back after an hour and requested to cancel the transaction, then, the customer service agent told me that transaction could not be completed by the recipient bank. This I do not believe because when I spoke to the customer service manager he said the money was with ACH.
I requested for an instant refund, but I was told the money will be refunded to me in about 6 days from the day of the phone conversation.
It is very unfair that money was taken out of my account, the transfer was not done, it took many calls for xoom.com to confirm that the transaction was not completed, and it will take almost 8 days from the day I initiated the transaction for me to get my money back.
Companies that claim to offer instant international money transfer service should have the responsibility of informing customers within few minutes if they can not complete the transaction because it is not a free service.
Company Response: Closed with monetary relief
2019-02-15
North Bergen, NJ
Money was not available when promised
Money transfer, virtual currency, or money service: International money transfer
Complaint: This is no the first time that happen. Three or fourth times before occurred the same. I called to Xoom and like is usual they try to apologize. This last occasion on XX/XX/2019 I sent money to my country to cover some obligations. After almost five days the local bank didn't receive the money and I cant to comply with my very urgent compromises.
Company Response: Closed with explanation
2019-02-04
Chicago, IL
Other service problem
Money transfer, virtual currency, or money service: International money transfer
Complaint: Someone incorrectly used my email address when they signed up for the Xoom service, now I am receiving copies of their transactions that go through via email. I called Xoom to have them remove my email address from the account in the name of XXXX XXXX XXXX, and they assured me they would, but I just received another set of transaction details. This is a violation of XXXX 's privacy rights. I have records for two of the transactions XXXX on XX/XX/2019 and XXXX on XX/XX/2019.
Company Response: Closed with explanation
2019-02-03
PA
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Complaint: On XX/XX/XXXX, at around XXXX XXXX, a former boss sent me a XXXX message and after the usual hello etc, she asked me if I could help her send money to a friend in the XXXX and she'll pay me back through my checking account, that night once, they are done having dinner.. Trusting her and after sending her picture with her grand daughter, I sent the money for {$800.00} plus fee of {$7.00} under Trans # XXXX. After that, I got a text again requesting for an additional amount of {$800.00} and I said, I have to wait for the payment before I send another one. Then I saw a regular text message above my cellphone warning me that the account of my friend, XXXX XXXX, has been hacked and not to send money. But it was too, late, it has been picked up by XXXX XXXX. I called XOOM, where I remitted the money and was advised to make an affidavit. The next day, I was informed that it has been denied because I was the one who did the transaction. I told them it was an honest mistake not knowing that my XXXX account and that of my friend in XXXX XXXX has been hacked that day. I sent two appeal and was denied again. That same Day, XX/XX/XXXX or early XXXX XXXX, I got a call from a close friend from XXXX XXXX, XXXX, XXXX, and my friend, XXXX XXXX, sent me money because according to him, I texted him through XXXX, requesting for {$1000.00} which I did not. He sent the money through XXXX, but after 3 days, he was refunded by XXXX. The hackers tried other friends of mine, but was not successful, enough. That night, I closed my Checking account and also my credit cards because they even tried to change my profile in my XXXX XXXX Account, and they tried remitting {$900.00} from my credit card. but I was able to call XXXX XXXX to close my credit card. I wrote a letter to the CEO of Xoom in XXXX XXXX, and also XXXX CEO, and COO, but up to now, XX/XX/XXXX, I have not received any reply from them, requesting for a refund for that small amount.I have been a customer of Xoom for almost 8 or 9 years and this is the first time I encountered this impostor through my XXXX Messenger Account. XXXX should also be held liable on this because they are not protecting their members. I hope your office could help me get the refund for my money and also for my sleepless nights after and mental anguish I suffered because of that incident. Thanks you so much.
Company Response: Closed with explanation
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