XOOM CORPORATION

2018-02-19

Syracuse, NY

Fraud or scam

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

Company Response: Closed with explanation

Timely Response

2018-02-01

Galena, OH

Confusing or missing disclosures

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

Complaint: XXXX is the one I use to transfer money. This time I got this message after I submitted. And got the message, Your payment is currently in the electronic check clearing process. During this time, your bank account is being verified, debited, and payment is being credited to XXXX. Normally, this process takes up to four ( 4 ) business days. They did not provide a warning before submitting. Called three times and was told all the other times they pre funded but in reality, the amount was debited instantaneously. This warning must have been shown before submitting the transaction. My second call was hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-01-03

Staten Island, NY

Money was not available when promised

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

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-11-09

VA

Problem with customer service

Money transfer, virtual currency, or money service: Foreign currency exchange

Complaint: I live in XXXX XXXX. For years I used XXXX for sending money from XXXX XXXX XXXX XXXX My Retirement ) account, now they will not help me. We have bad phone service here, when a representative I assume call services can not hear me, they say goodbye and hang up on me because of bad connections. I would like to use their services. Thank you, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2017-10-31

Key Biscayne, FL

Fraud or scam

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

Complaint: Starting the week of XXXX XXXX I 've been trying to send money to XXXX through Xoom a company affiliated to Paypal but I have n't been able to do it because all of my attempts get canceled. I 've never opened an account directly with xoom but I was able to send money with my XXXX account -XXXX until recently that I had to create a xoom account because the other one it is a paypal account and not a xoom account and I was't able to use it on the mobile app of xoom. I called the verification department of xoom several times asking for their help including supervisor XXXX and over several hour long calls up to this date they have n't been able to help me with this situation because they say there 's another account open that I can not remember or I did n't created. I 'm aware of the risks that this situation brings to me, like for example the possibility of a money laundering scheme or problems with the IRS out of an identity theft for me. I believe the company might not be compliying completely and correctly with some U.S. Federal Regulations including the Dodd Frank Wall Street Reform and Consumer Protection Act to detect fraud and other illegitimate uses of the service.
Company Response: Closed with explanation

Timely Response

2017-09-13

Coppell, TX

Fraud or scam

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

Company Response: Closed with monetary relief

Timely Response

2017-08-24

Atl, GA

Money was not available when promised

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

Complaint: Xoom advertise is send money to your relatives in less than 5 minutes. I have been using them for a while but recently they have been holding my money for days. My family had an emergency back home and I needed to send money. I went to their system and started the transfer, day 1 passed nothing, day 2 nothing. I called them and they said they were working on the transfer that it could take between 4 to 12 business day. I canceled the transaction. I got a cancellation notice, but they went ahead and withdraw the money from my bank account. I called them asking for the refund and was told it will take between 5 to 10 days before i get my money back. It 's US XXXX plus {$4.00} service fee. After the incident i went on line and start reading on the XXXX communities and they are lots of complains.
Company Response: Closed with explanation

Timely Response

2017-04-29

Bohemia, NY

Fraud or scam

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

Complaint: My wife and I wanted to travel to XXXX , XXXX for XXXX of XXXX . My wife is Peruvian and all of her family is there brothers, sisters, mother, and father which she has n't seen for many years. So we decided to plan a trip myself, wife and my daughter for the holidays. A mutual friend recommended a travel agent she has used once. Thi s Travel agent lives in XXXX , XXXX the reason we decided to go with her because she found tplane ticket for a very good price especially for during the Holidays I was surprised she got them so cheap. Anyway we went ahead with the purchase and used a company called XXXX which is owned by XXXX . I sent {$590.00} from my account and my wife sent {$1400.00} totaling {$2000.00}. What happened is just horrible first we never received any plane tickets and did n't travel my wife was very upset and sad by this as was I. So we began to contact the travel agent and she never responded we called by phone, or XXXX , and also XXXX we tried many ways to communicate but we got no response. So I put in a claim with my bank Chase and they told me they ca n't because I would have to go af ter Xoom, So I did I followed all the procedures that Xoom requested and they investigate d for about XXXX days and they denied my claim of fraud their reason is because I authorized the charge well of course I had to authorize the charge in order to receive a product worst customer service they do not care about you or what happened. I called XXXX many times and all I get is getting put on hold for hours on end most times I could n't sit on the phone so long because no one would pick up. I asked xoom to give me their main corporate office and they said they have no phone number to give me. So I called XXXX because they own them and they are just as bad as xoom kept on hold and the run around. So I decided to call my bank XXXX to get more info and XXXX told me to go after the bank they used for the transaction which is XXXX XXXX Bank so I did I am taking them to small claims court to try and get my money back. We worked so hard and long saved what we can to make this trip and just to hear from thes e four major companies and not one wants to return our money is very frustrating and exhausting especially for me a stay at home dad taking care of my daughter with medical issues on top of that having to run after these companies and hearing lie after lie. I have followed all the procedure that they requested even went to the Police Department to file a complaint and it 's still not good enough. All we want is our money returned to us by either Xoom , XXXX , or XXXX XXXX XX/XX/XXXX .
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation

Timely Response

2017-04-25

East Windsor, NJ

Money was not available when promised

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

Company Response: Closed with explanation

Timely Response

2017-03-15

Federal Way, WA

Other transaction issues

Money transfers: International money transfer

Complaint: I am being blacklisted from being able to send any overseas transfers from my computer. I know this now because after XXXX started blocking me I moved to Xoom, which blocked me after a couple of transfers ... and then today I tried to establish a new account with XE money transfer and they would n't even let me create an account. I believe this all stems from an incident I had last XXXX where someone hijacked my email account password, and then tried to send money through Xoom. I noticed this activity and called them immediately to block the transaction saving myself and Xoom from any financial loss. I told Xoom to lock my account until I could be sure everything was clean again .... then I called them back.. They asked for my ID and bank statement. I sent them both as proof. They then denied the transfer with NO explanation at all. I asked specifically in an email for information regarding this denial and have not received a reply. I think this is totally unfair to place the restriction on me .... No one has lost a penny because of this.. I consider this to be an unfair business practice and I would like someone to intercede on my behalf
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2017-02-28

Las Vegas, NV

Fraud or scam

Money transfers: International money transfer

Complaint: I transferred money via Xoom.com in the value of {$100.00} plus {$4.00} transaction fee for a total {$100.00}. It was supposed to be paid in the XXXX in the value of dollars. When the person went to pick up the money the receiving bank wanted to pay it in pesos. The person refused the transaction and it was never completed. Xoom.com charged my account the full amount of {$100.00}. That is not correct they never gave us the money but yet took it out of my account. This is called robbery. I want my money put back into my account. The receiving bank even sent Xoom.com an email advising them that the transaction was never paid out. Yet they still refuse to give me back my money.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-02-08

TX

Wrong amount charged or received

Money transfers: International money transfer

Complaint: On XXXX XXXX, 2017, I accessed Xoom.com with the intent of transferring $ XXXX from my XXXX XXXX XXXX account to a XXXX XXXX XXXX XXXX " XXXX '' XXXX account held by a XXXX XXXX After I input all required information for this transfer, I was sent an email notifying me the funds should be available to my XXXX friend on XXXX XXXX. Shortly thereafter on the same day, I was asked to verify additional information, which I did immediately. I received a text message from Xoom the morning of XXXX XXXX, stating my " transfer to XXXX was sent to XXXX XXXX XXXX. Transferred XXXX XXXX ''. However, later than morning, I receive a email message from Xoom stating " We 're sorry, Xoom or our partner has encountered an unexpected problem processing transaction XXXX. We 've cancelled the transaction at this time and sincerely apologize for any inconvenience. '' When I contacted Xoom about the " problem '', I was told that XXXX declined the exchange rate which Xoom had used to induce me to send the transfer through them, and therefore Xoom had to cancel the transfer. I assume this meant XXXX now required a more favorable rate than that which Xoom has sold to me. When I pointed this out to Xoom, they said they could not reinstate my original transfer for any reason. Based on these facts, it seems clear that even though Xoom created a contract with me using a certain exchange rate, they decided not to honor such when their partner increased its exchange rate. This would not only be a breach of contract, but a very unscrupulous means of doing business.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-17

UT

Money was not available when promised

Money transfers: International money transfer

Complaint: I used Xoom.com to request a money transfer on XXXX XXXX, 2016. I received notification that the transaction was complete on XXXX XXXX, 2016. I use this service almost every month to transfer from my XXXX account to my XXXX account with no problem. This time I was travelling to the XXXX to be with family for XXXX and so, transferred a larger amount than usual {$1000.00}. XXXX I got to the XXXX, I was notified that my standing order to a XXXX company had been returned unpaid. This prompted me to check what had happened and I found that my {$1000.00} had not been transferred to may account. I have been in contact daily with Xoom, com since then and each time, they just say that they are waiting for an update from their partner ( I assume XXXX ). It is now 13 days since I requested the transfer and 9 days since they confirmed that the transfer was complete and I still have not seen the money. It left my XXXX account on the XXXX of XXXX. So Xoom.com has my money and is making interest off it, whilst I 'm unable to pay my standing orders!!
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-11-23

Dallas, TX

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-29

Anaheim, CA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I want this company ( Xoom ) to remove all my information from their website. I want my name, date of birth to be removed because I do not trust them. They do not give an option for the customer to remove their personal information on their website.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-22

Discovery Bay, CA

Other transaction issues

Money transfers: International money transfer

Complaint: Xoom Corporation advertises and says that money remittance to XXXX Banks will be done within 4 hours during XXXX Banking hours, because of this feature whenever I need to send money immediately I use XXXX hence on XX/XX/2016 XXXX PST I had sent some money to XXXX and the transaction number is XXXX after few minutes I saw the transaction status got changed to delayed and there was no mention why the delay and then I contacted customer care and they said they have some problem with their XXXX Banking partner and its delayed for 3 days, then I asked them to cancel so that I can send money with other remittance providers but they said we can not cancel since the partner had already processed and I had to wait for 3 days but still the transaction was not processed and had to call several times to cancel the transaction. I was supposed to give money to someone in XXXX hence I used xoom to send instantly because of xoom irresponsible and pathetic service I had incurred a loss of XXXX and no proper notification and false advertising.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-10-03

Key Biscayne, FL

Fraud or scam

Money transfers: International money transfer

Complaint: I got 2 emails today one stating I had authorized a transfer to XXXX XXXX for {$100.00} ( XXXX seems to be their fee ) thru a company named Zoom and the second one cancelling said transaction. I did not do neither. I never sent the money to begin with and now I 'm very concern because despite the fact it was cancelled these people had my information and when I called this Zoom place I was placed on hold and then passed to a 'verification ' office were a person named XXXX wanted my personal information and when I did not want to give her my personal information she said that without it she could not help me. I need to make sure my information is safe and to know how this people got a hold of my information Thank you
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-26

Three Bridges, NJ

Other transaction issues

Money transfers: International money transfer

Complaint: Hi, On the XXXX/XXXX/16, I hired a Xoom Money Transfer to take care of a international money transaction. here is what happened ; I loged in the Xoom Web Site and requested the money be deposited in the savings account to a person in XXXX ( PS : the savings and checking account are the same number but when making the deposit there is a option where you want the money, saving or checking ) and they made the deposit in a checking account. The person that was expecting the money called me right away when he got the message on his cell phone saying the money was in his checking account, immediately I got in touch with the Xoom Money Transfer saying the money was deposited in a wrong account ( checking account and not to the saving account as requested ) and they told me not worry about it because they was going to refund the money. The reason I request the saving account was because the person in XXXX owes money to the bank and he cant do any transaction with the checking acccount until he resolve the situation. A day after, the Xoom Customer Service asked me to provide an bank statement to prove the checking and saving account are the same number, traying to justify the error ( that sounded as something is wrong ) but again, the customer service attendent said not to worry about it, and another day is gone. Today XXXX/XXXX/16, after 2 days on the phone, basically all day long, they told me that probably their partner made a mistake, the transaction was to checking account and not to savings account and asked me to appolagize them but they could not do anyting. I got so up because I made businnes with Xoom Money Trasfer and not with their partner and also because I called them immediately after the person noticed the money was in wrong account and they could had the transaction cancelled in the same day. Now I m having hard time with the person in XXXX, he is asking me to make a new transfer. Ps. The Xoom Money Transfer customer attendent confirmed that my request was to make the money transfer to a savings account and them I asked for a copy of conversation records but they said is not allowed to provide the records. All I want is to ghet the money in the account that was required in firt time. I cant be responsible for somebody elses mistake. Thanks
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-13

Houston, TX

Incorrect/missing disclosures or info

Money transfers: International money transfer

Complaint: On XXXX XXXX, XXXX, I sent money from my checking account ( XXXX Bank, XXXX, Texas ) to an XXXX bank account using the website Xoom.com. The money got deposited in the XXXX bank account alright, but it supposedly got rejected by my American account ( the aforementioned XXXX XXXX account ). Now Xoom.com is threatening me with legal steps if I do n't pay the entire amount ( approx. XXXX XXXX dollars ) to them IMMEDIATELY. But 1. I do n't have ( like I LITERALLY do n't have ) XXXX XXXX dollars right now, even if someone holds a XXXX to my head or something! 2. I 've explicitly told Xoom ( in writing ) that I fully intend to pay back the entire amount to them ASAP. But the best I can do is pay it in monthly installments of {$300.00} or {$400.00} ( at most ). But Xoom rejected my proposal and is continuing to harass me. 3. Since the transactions had perfectly gone through at that point of time ( on XXXX XXXX, XXXX ), I had naturally assumed that everything was settled, Xoom and I were good, and there was nothing else to take care of. I thus planned my finances accordingly and made other expenditures thereafter. Now if Xoom suddenly comes knocking on my door, how am I supposed to conjure the money out of thin air?! Especially when the amount is equal to five entire months ' worth of my ENTIRE salary!!! 4. During the original transactions on XXXX XXXX, XXXX, if the money had n't indeed cleared from the source account ( my XXXX XXXX account ), how the XXXX did it land up in the destination account ( the XXXX recipient account )?? Is n't Xoom itself supposed to ensure that nothing of this sort happens?! If Xoom did n't have the money from the customer ( myself in this case ) to begin with, then why did n't it decline the transaction in the first place??!!! I mean, like, any online merchant would do if you try to make a purchase with your credit card that will result in your credit limit being exceeded?!! Such declined transactions take place all the time, are n't they?!! Then why did n't Xoom do itself and me the favor of declining the transactions for which it 's now harassing me?!! I mean, if an ordinary citizen has to keep track of all the mundane arithmetic related to his/her finances, then what 're the banks / financial institutions there for?! To rip money off the ordinary citizen and to make the economy come crashing down ( like in XXXX ) from time to time? 5. I 'm a XXXX living on my XXXX of XXXX XXXX dollars per month. {$300.00} or {$400.00} per month is the maximum amount I can spare to pay off the supposed " debt '' or whatever it 's called by Xoom. I 'm an honest, conscientious, industrious ( I have a GPA of XXXX at school as well as XXXX ) person. I do n't want to be living with a debt either, but I ca n't come up with money that I do n't have ( that is, the money that I do n't earn in this first place! ) I 'm sticking with my assurance to Xoom that I 'll pay back the entire amount as soon as I can, but if it continues to hold a XXXX to my head ( figuratively speaking ), I 'd LITERALLY have to XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-25

Other transaction issues

Money transfers: International money transfer

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-17

Palos Park, IL

Fraud or scam

Other financial service: Foreign currency exchange

Complaint: I made a purchase on XXXX XXXX, 2016 at XXXX through Xoom.com of a {$17.00} United States XXXX for a phone reload of {$16.00} United States XXXX for the amount of {$300.00} XXXX pesos, which incurred a transaction fee of {$.00} United States XXXX to add up to the {$17.00} XXXX. The phone carrier in XXXX is XXXX. The number for which I processed the reload is XXXX. The Xoom tracking number is XXXX and the recipient is XXXX XXXX XXXX, my wife. The transaction did not go through and I have asked xoom.com to return my money and they say that they can not do it because the money has been deposited to the carrier, which is not true. I am seeking the full refund of my {$17.00} United States XXXX because the company has not provided the service they promised. I am waiting for them to do something. Thank you, XXXX
Company Response: Closed with monetary relief

Disputed: No Timely Response

Consumer Complaints

Complaints Page 3

Fraud or scam

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

Confusing or missing disclosures

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

Problem with customer service

Money transfer, virtual currency, or money service: Foreign currency exchange

Fraud or scam

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

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

Money was not available when promised

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

Other transaction issues

Money transfers: International money transfer

Fraud or scam

Money transfers: International money transfer

Wrong amount charged or received

Money transfers: International money transfer

Money was not available when promised

Money transfers: International money transfer

Money was not available when promised

Money transfers: International money transfer

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Other transaction issues

Money transfers: International money transfer

Fraud or scam

Money transfers: International money transfer

Other transaction issues

Money transfers: International money transfer

Incorrect/missing disclosures or info

Money transfers: International money transfer

Other transaction issues

Money transfers: International money transfer

Fraud or scam

Other financial service: Foreign currency exchange