XOOM CORPORATION

2019-02-01

CA

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I have my phone but haven't money transfer to online transactions for my bank
Company Response: Closed with explanation

Timely Response

2019-01-18

Salton City, CA

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/XXXX Wednesday I used the service of Xoom money remmitance to send money for my fianc in XXXX I used their service since I've been a customer for quite a while until this XX/XX/XXXX Wednesday that I used my bank account as auto debit transaction to be deposited to my fianc account using their assigned XXXX partner XXXX XXXX XXXX to receive my remmmitance. On XX/XX/XXXX my fianc went to pick up the money and had her bank book updated. When she asked the teller to withdraw the said money transfer I sent her on ( XX/XX/XXXX ) they told her that the money is still on floating status and come back sometime XX/XX/XXXX if it's available. The reason I'm complaining is that I paid a bank to bank same day service to xoom and they have not done their part on this matter. Kindly address this complain the soonest for my family is in need of that remmitance for their food and medical needs. XXXX bless!!!
Company Response: Closed with explanation

Timely Response

2019-01-05

Queens, NY

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/XXXX ( XXXX XXXX PST ), I sent money to XXXX through the mobile app " XOOM ''. I sent XXXX USD. The money had to be picked up on a XXXX store ; However, when my relative ( receptor ) went to get the money, a XXXX employee told her that there was an error on her transaction, and she would not be able to get the money until the following day. Nevertheless, on XX/XX/XXXX at XXXX, I received and email from Xoom saying that the money was been picked up, and it was not. After I knew that there was a problem with the transaction, I called immediately to the Xoom customer service to find out what actually happened. They told me that they had to contact to their " partner '' which does the transactions in XXXX. On the second phone call, they confirmed that my relative did not get the money, and they argued that the problem would be solve soon. My money was taken from my bank account even when they knew that the transaction was not successfully. I called them several times, almost every day, and they kept argued that they were waiting an answer from their " partner ''. Since I did not get any concrete answer on the phone, I decided sent another complain through their website on XX/XX/XXXX. On every phone call I made they said that they would contact me as soon they get a solution for my case, and I still do not have an answer about when I will get my money back.
Company Response: Company believes complaint is the result of an isolated error Closed with explanation

Timely Response

2018-11-20

Sm, KS

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I am writing to alert the CFPB of the most egregious actions by a financial company I have ever had to endure. I have been a verified XXXX customer since XX/XX/XXXX. I previously used Xoom to make transfers during a trip to XXXX in XXXX My wife and I began a 6 week trip to XXXX XXXX in early XXXX this year. We started our travel in XXXX - bringing US cash, XXXX Pesos from a layoff in XXXX, Visa and MasterCards, and ATM cards for cash. We soon discovered our ATM cards would not communicate with our bank and credit card acceptance was scarce. After a week traveling in remote areas of the country, our cash was spent and we had only had a little borrowed money from our XXXX host in XXXX XXXX remaining. We arrived in XXXX and Xoom became our last resort option to get cash to complete our trip in XXXX. On XX/XX/XXXX, I was able to login and request an authorized transaction from my checking account to send {$400.00} US dollars to a XXXX XXXX in XXXX. Between XXXX and XXXX I took the confirmation number to local banks, but they were unable to locate the transaction and I was told to return the next day.. The next morning ( XX/XX/XXXX ) I logged in to reconfirm the status and was unsure if it was indeed complete. This inadvertently generated a second transaction, which I then cancelled after realizing how to appropriately confirm the first transaction. I called Xoom via our hotels wifi and had to answer several questions about my account and our upcoming travel plans and money transfer needs over the next month. After spending some time answering questions and providing details, it appeared the transaction would be approved and available. I went to the local XXXX XXXX in XXXX to collect. The bank refused to honor the transaction because the Xoom receipt did not include my full middle name, which appears on my passport. The transaction was listed as first and last name, which is how my name appears on most of credit cards and drivers license. My passport lists my full middle name ( First middle last names ). Despite showing six IDs, the bank told me they could not honor the transaction because it did not exactly match. I showed them the Xoom website and that middle name was not an available field in the app. The bank would only process if I updated the transaction and asked me to populate the first name field with both first and middle name, which they would then honor. I complied and went to a restaurant next door to call Xoom via XXXX to find out how long it would take to process. Xoom apparently flagged the transaction and put it on hold. We needed the money that day. We had to purchase bus tickets and pay for our hotel bill in XXXX and have funds for travel back to XXXX XXXX and onward to XXXX Despite my previous conversations assuring me my account was in good standing, Xoom said it would probably not be processed that same day and I needed to verify my account again. The Xoom representative requested a copy of my passport and current bank statement. I told them they already verified my bank account and my statements were at home in Kansas. They told me without proof they could not process. My account and transaction was placed on indefinite hold. At this point, I am furious and my wife ( who had been sick the previous two days ) and I returned to the hotel figure out how to send the requested information. Xoom actions during the remainder of the day were infuriating, unprofessional, in my opinion, criminally negligent. The hotel scanned my passport and I emailed the pdf to Xoom. In XXXX, I did not have copies of my bank statements but could get account balance details with my banks app. I downloaded app and sent screenshots of my accounts with balances and transaction history. During the call to confirm receipt, I was now told the screenshots were not acceptable. Now I was told they needed the paper versions. I called my bank to see if those were available. They attempted to generate but said their system could not export via the internet. They suggested logging in via their website and to get full documents. I did this and sent pictures of those documents via email. At this point, the Xoom rep told me that the passport pdf was not valid. He needed a picture of the passport. Then I was told the bank statement copies were not acceptable because they were jpgs and the rep wanted pdfs. The exact opposite standard than the passport request! The contradicting standards now appeared to be simply stonewalling my request. Regardless, I took a photo of my passport and sent the jpg via email. I also began to convert the downloaded bank statement files to pdf and forwarded. At this point, the Xoom rep told me everything I sent was rejected with nothing I could send would be adequate. Despite spending nearly the day entire trying to collect a previously approved transaction, calling Xoom, my bank, working with the hotel staff, emailing requested documents, and explaining how dire our situation was without money ; I was then told the transaction was now going to be the denied. I continued to ask what Xoom needed. I continued to point out I sent all requested information multiple times in multiple formats. I was explicit to the fact we were out of money and Xoom was leaving us in a perilous situation and endangering our safety. I was in fact begging for assistance. I was again told there was no amount of information that I could send that would suffice. Despite pleading with the rep, emphasizing that we were out of money in a foreign country with no means to buy tickets to leave, the rep HUNG UP!!! I called back, provide my account info, asked for the manager, and was hung up on again. I called back, asked to be transferred - and the representative again hung up. I attempted a few more calls, but could no longer get connected to Xoom. Apparently, Xoom blocked my phone number. I emailed again that my phone calls were being rejected. These chaotic actions rise to potentially criminal liability since Xoom managers were made aware of the danger they were creating for us. I sent wifi texts to my sister back in the US to find out how to send us cash. She had to leave her work, go to a XXXX XXXX office, and figure out how to wire funds to us before the banks closed. We were just able to get money in time to purchase overnight bus tickets and restart our travel. In summary, Xooms processes cost us nearly two days of lost vacation time. The companys actions caused us extremely high levels of anxiety and anger. My wife was ill during the day. Xooms management decisions and actions indeed placed us in danger. The funds that Xoom had approved the previous day, were egregiously, callously, and recklessly cancelled and left us stranded in a foreign country without money. We were left to call relatives in the US to figure out how to wire money to us. I have worked 23 years in XXXX XXXX and am keenly aware of processes of verification, OFAC sanctions, and researching red flags. I am completely dumbfounded by the incompetence and even malicious behavior displayed by Xooms representatives in their cancellation of my transaction and account. The companys actions deserve regulator scrutiny and investigation. It is not hyperbole to state Xoom put our safety and lives in danger. I am completely disgusted by how we were treated by Xoom. I don't know what would have happened if we hadnt borrowed money from our host in XXXX XXXX, or that our hotel was able to arrange credit card acceptance despite accepting us as cash guests, or if my sister didn't drop everything to wire us money. This complaint is filed through the US consumer protection bureau. I will also copy my Congressman and Senators to request they look in on Xoom and XXXX business practices that endanger US citizens traveling abroad. My online research has revealed our situation has not been unique. There are a significant number of complaints filed with similar details of disregard to consumer protections. I am planning to cancel my Xoom account. I would like to why I shouldnt also cancel my XXXX account. I eagerly await a reply with specific remedies to address the issues raised.
Company Response: Closed with explanation

Timely Response

2018-09-17

Confusing or missing disclosures

Money transfer, virtual currency, or money service: International money transfer

Complaint: At first xoom by XXXX had exciting prospects for me. I needed to transfer money to myself internationally. Once I made my first transaction I was contacted by xoom stating they needed my ID and a bank statement from my source account in order to complete the transaction. After providing my California ID I provided screen shots of my online bank account and affidavit. I was told that id was verified. however the affidavit and screenshots of my source bank account was not. Despite most financial institutions finding the supporting documentation sufficient, I was told a pdf file of my bank statement was need. As such a statement was not available for the current source bank account, I asked if it were possible to provide a new source bank account in which such a statement I could provide. The representative said that was absolutely fine.all I would need to do is make a new transaction using the new source bank account and provide that new source bank account '' s statement. As such, I did just that. I followed up and was told that the information can not be verified. This makes no sense as I submitted and official ID and bank account statement. All that was required for verification. When speaking with customer service no one seems to know what is going on. They claim they are not allowed to be transparent. My concern is that I provided my private information for the intended purpose o the transfer. After providing the two private documents necessary for verification, the company collected my private personal information and still did not allow me to proceed with the service such private information was intended for. Instead the company sends me messages and advertisements and fails to give proper reason why after providing such personal private documentation and information, i remain without access to service. I feel the private information collected was not used for its intended purpose and the company xoom has given to reason nor course for resolution
Company Response: Closed with explanation

Timely Response

2018-08-30

PA

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Transaction reference # XXXX Amount {$11000.00} Date : XX/XX/2018Transaction reference # XXXX Amount {$100.00} Date : XX/XX/2018 The promise on the Xoom website is to transfer money instantly. When I called them they did talk about the limits which should be less than {$10000.00}. But in one of the above cases it is only $ XXXX.Then they told me about bank providers taking time to clear the amount. If that is true then that should be the same process and same time for all the bank account related transfers. My question was " How can they commit instant transfer, when they do not have any control on that? '' The advertisement on their website misled me in believing that it would be an instant transfer and my plans were hinged on that. I have suffered severe losses for not being able to get the money on time. Attached are 3 different transaction of 3 different amount which were all delayed for unforeseen reasons not mentioned in the website.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-07-31

Garrett Park, MD

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-07-15

Odell, OR

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: XX/XX/XXXX, I started a transfer for $ XXXXUS to a XXXX bank account to confirm that the receiving account information is correct. The company sent me an email confirmation for the transaction which included the fee of {$4.00}. XX/XX/XXXX, received email confirming that funds have been deposited into XXXX bank. XX/XX/XXXX, received a second email confirming that funds have been successfully deposited into the account specified. This transaction confirmed that the account information, and that the company process functioned as intended. XX/XX/XXXX, I started a transfer for $ XXXXUS to the same XXXX account, from the same US account used for the test transaction. I received the transfer receipt email for {$1200.00}, then 10 minutes later I receive an email asking me to call the verification team and providing a US phone number. On calling they were asking for lots of " additional '' information, all of which they already had because it was provided when I started the first transaction. The lady spoke poor XXXX and I discovered that she was located in the XXXX, which made me a little nervous as to the person I was talking to and the reason she was asking for all this information. This was only compounded when I asked for the address of the company corporate office, and she didn't know. She had to go and find the information ( XXXX search? ) before she could give me that information. I told her I would find the telephone number through my own search and call back. This I did and called back to a customer service number. After a discussion they decided that they were unable to help and transferred me back to the verification team. I asked the customer service member to be sure to explain to the verification team that my identity had been verified before she transferred me. The information the verification team were asking for was directed more at obtaining personal information from me rather than trying to verify the transaction I was trying to make. Requests for information included a second phone number ( I guess one phone number isn't enough ) my relationship to the person in XXXX that I was sending the {$1200.00} to, their name ( they have that - its on the email along with the address, bank account information, my name and address and my bank account information ). They wanted to know where I was when I started the transaction, why I was sending the money - its for my wife to use because she is going to XXXX for a vacation in 10 days ( I told them this ) - and then they asked what she would be spending the money on! Finally they decided that I had to send them a copy of my ID and a copy of my bank account ( interestingly enough they didn't want them notarized, so it's really a worthless piece of information ) - even though they know the bank, the account number, and the routing number and would contact my bank as a matter of course before submitting the transfer. Throughout this whole process I felt like I was being singled out for some reason as I can not imagine that they ask this of every person living in the USA who wants to send a small amount of money to the XXXX. I finally gave up on the verification team member and asked for a supervisor. He wanted to get a supervisor to call me back but I had no confidence that it would happen, plus its now XXXX here and I didn't want my wife to be woken by an early morning phone call, so I told him I would hold. I finally got to speak to a supervisor and all I could get was the company line that the transaction couldn't go through until I provide all this additional information and send them via email my bank statement and ID. Eventually he hung up on me. XX/XX/XXXX at XXXX I received a cancellation email advising me that they have cancelled my transaction. 2 minutes later I get a second email telling me the same thing. I went back to the first email from the XXXX - the money transfer receipt for $ XXXXUS - and right at the bottom are two links I can use to file complaints against the parent company. One leads here while the one for the state Division of Finance is a broken link so can't be used.. When I filled out the original application after logging into their website via their parent company, ( where I have had an account for probably close to 15 years now ) the application asked for all the information, full name, date of birth, SS number, bank information for me, bank information for the recipient along with their name address and XXXX phone number and my name and address and phone number. This information was all provided on that application. My bigger concern here is that they collected all the required information for " level 1 '' transactions on XX/XX/XXXX, and they were happy to complete that transaction. Their website indicates that I can send up to $ XXXX in a 24 hour period and a maximum of $ XXXXUS in a 30 day period, as that is what they call their " level 1 '' transaction tier. The second transaction 6 days later still falls well with the criteria for a " level 1 '' transaction and yet they are asking for information which equates to their top level transaction ( $ XXXX in 180 days ). I'm not sending money to a XXXX or drug haven country - it's the XXXX XXXX, and it's only $ XXXXUS for vacation spending money for my wife and yet they keep telling me that its a government policy requirement, although here in the US it's {$10000.00} before reporting restrictions come into effect. I've been in the same house ( purchasing ) for over 20 years, I've been in the same job for 10 years, my wife has been in the same job for 8 years, I have no criminal record, and only a speeding ticket shows on my driving record. My wife has to have a FBI background check for her work and we are both XXXX XXXX here legally, and were fingerprinted and photographed by XXXX XXXX just last year. There is nothing in my, or my wife 's background which could cause this transaction to be cancelled. I strongly feel that this is a " bullying '' tactic from the company to get unrelated information for whatever reason, and I am very careful about who I give personal information to. They didn't make me feel comfortable at the start of this process tonight and me expressing my concerns only seemed to make them more determined to have this transaction cancelled. I have no objection to providing information as it is required, but their pretense was " account verification '' ( my account with them ). Remember that they sent me the email, they provided all the information they were originally asking for in that email, along with the transaction tracking number. My ability to give them the tracking number that they provided, confirm an email or phone number or even a bank name should have been more than enough information for them to verify the account. But they just kept going and going even after I expressed concerns about their reasoning. Not a very satisfactory turn of event and one which made me feel very uncomfortable dealing with this company.
Company Response: Closed with explanation

Timely Response

2018-07-13

NE

Problem adding money

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I one to like this development for all online money transfer
Company Response: Company can't verify or dispute the facts in the complaint Closed with explanation

Timely Response

2018-06-19

Royal Palm Beach, FL

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: I tried to transfer money to myself and my brother while visiting overseas. Xoom kept cancelling. I called Xoom multiple times as instructed in their cancellation emails. I even provided them my copy of US passport and my bank statement. Xoom said that you have fulfilled our requirements but we still can't help you. I tried again last night and still same issue. When I called them this morning the Xoom representative could not give me a satisfactory answer. I asked them to escalate it to someone who can either resolve or give me a valid reason. I am still waiting.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-04-06

Murray, UT

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: Xoom has been notified my information was fraudulent used to obtain money from me using a fictitious link by a criminal person overseas. I reported it to my credit company that I was seeking services for my website from a company and they provide a link for my information. They used mu information fraudulently to take an unauthorized payment from my credit card. Xoom is trying to twist my words so they will not be responsible for the merchant charge.
Company Response: Closed with explanation

Timely Response

2018-03-28

Finksburg, MD

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: On XX/XX/XXXX I used Xoom a XXXX company which promises to pay money in overseas locations within minutes when u send money overseas to family and friends, I was charged fee, my family needed money to pay bills it was emergency but Xoom participated banks overseas refused to pay when recipient went to collect money, it's been more than 72 hours now and Xoom not just has failed to pay out the recipient but the banks Have refused to recognize and pay the recipient even with all the document and transaction details provided. I emailed Xoom several times and spend hours calling Xoom over and over again spoke to several people on including supervisors but they have failed to solve this transaction, it has cost me and family not just embarrassment, time and money it also has cost us fines for not making payment on time overseas. I haven't received any refunds or my family could collect funds which I have paid Xoom with fee.
Company Response: Closed with monetary relief

Timely Response

2018-02-27

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Complaint: Last XX/XX/2018 i transferred money To the XXXX using Xoom money transfer. It cost XXXX $ and and i will recieve XXXX php but they said to submit IDs and bank statement which i did but they still ask me to call them for verification which i also did but no one is answering. Please help me
Company Response: Closed with explanation

Timely Response

2018-02-26

Bardonia, NY

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

Consumer Complaints

Complaints Page 2

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Confusing or missing disclosures

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Problem adding money

Money transfer, virtual currency, or money service: Mobile or digital wallet

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer