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Xoom Money Transfer Servicescancelled transactions

Review updated:

i've used xoom.com in the pass wiring money to my husband in another country being they were cheaper than western union and moneygram, i never had a problem recently i took a trip to that same country but my bank gave me a $500 withdrawal limit on my card per day and it was too expensive to use an ATM machine so i logged into my account and send my husband $700 using the same debit card i always use to the same country, they gave me $2999.99 limit all i'm sending is $700 so they cancelled my transaction it took 3 days to get my money back and i was stuck without food and money to spend in another country, i explained to them to fax over a merchant letter to my bank which they took forever to do, my bank to awhile to put the money back in my account, they day i'm suppose to leave that country was the day i had access to my money.They even blamed my bank saying my card was blocked, i called my bank they said not true, the day of my departure i used my card at the atm to get cash it worked just fine.august 2011 it happened not september they did the same thing with no proper explanation or valid reason, there was no fraud detected cause it's the same card and same person i've been sending to.there service is useless.

Ct
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Comments

  • Xo
      Sep 21, 2011

    Hello,

    I am sorry to hear of your recent experience. Please know that the transaction was cancelled do to doubts about the validity of the transaction. In such cases our fraud and compliance team will attempt to contact the sender in order to make certain that the transaction was submitted by the owner of the account. As to your card, please know that your card was in no way blocked. Rather, there was an authorization hold placed on the funds. That authorization is in fact held by your bank. I am sorry the hold was not able to be released in a sufficient amount of time.

    Thank you,
    Matthew N
    Xoom Customer Service

    -2 Votes
  • Ct
      Sep 23, 2011

    You are still not telling the truth, i contacted my bank immediately and there was no hold on my card or account.i did contact them right away after the fact i was told that there was a block by xoom rep, the bank informed funds was released into pending for merchant to receive the funds, everything was a success and there was no fraud, i even called xoom to verify my information and answering the questions i was being asked to make sure i was the sender and the receiver my husband was right next to me through all this

    0 Votes
  • Xo
      Nov 03, 2011

    Hello,

    I am sorry if I caused a mis-understanding, Please know that what you've described is called an authorization hold or "auth" hold for short. This is the name of the bank procedure you described. As to a block on your card, Xoom will only "block" a payment source for instances of failed payment. The block so to speak only affects using the payment source for Xoom transactions, and does not affect your card outside of using it with Xoom. Again, the experience you describe is consistent with a transaction that has been cancelled by our customer verifications department. Many factors go in to determining whether a transaction will be processed or rejected. Unfortunately I do not have enough information at hand to be able to disclose the exact reason for the cancellation. I do apologize if you feel this was done in error.

    0 Votes
  • Ct
      Nov 04, 2011

    you not telling me the truth, their wasn't any block on my card, my bank confirmed with me on the same day i made the transaction, also a xoom supervisor from the validation department, explained to me that, the reason why the transaction was cancelled was because i logged in from a different computer when making the transaction while on vacation in another country, may have been the problem.So get your facts straight before replying to my comments and stop blaming my bank, they had nothing to do with it.Customer Reps. always try to blame another party before trying to find out the cause of the problem and try to correct it, after complaining for 2 months finally some one with brains solved the issue being everyone else never wanted to be bothered to transfer me to the right department.

    0 Votes
  • Xo
      Nov 12, 2011

    Hello, please know that the authorization hold is not related to the reasoning for canceling your transaction. The direct reason for cancellation of your transaction is not a topic that we would comment on in a public forum. However, the matter in which you describe a "merchant letter" to your bank is in fact part of a procedure for requesting the removal of and "authorization hold." Once again, an authorization hold is held by your bank and Xoom can only request that they remove it. With that being said, I do apologize if I was not clear in making it known that I was only commenting on the Authorization hold and not the cancellation of your transaction.

    Thank you,
    Matthew N
    Xoom Customer Service

    0 Votes
  • Ct
      Nov 12, 2011

    thanks for responding but i don't care if you respond on complaints board, the reason for the cancellation was because i used another computer to login and process the transaction, that was the only thing they came up with because there was no other excuse, i send money to my husband all the time and i never had a problem sending money to him, so it would'nt have been a problem now either except that i used a different computer.My bank had released the funds the same day of transaction and everything was okay on my side it was xoom that had the problem, anyway i was told to fax my information to xoom to fix the problem so there is no other excuse.i don't have fraud issues with xoom or my transactions.

    0 Votes
  • Ej
      Jul 17, 2013

    Xoom.com cancelled my transaction saying it is fraud. I personally called and talked with them Verified everything they asked. Still they did not completed the transaction. They have not given me any valid reason to cancel. Very disappointing deal with them. Never use their service. after collecting all the personal information they leave you without any service.

    +3 Votes
  • Ab
      Jun 21, 2016

    I fully agree that Xoom works in totally non transparent and dubious way. They ask documents from customers that they are entitled to receive it like SSN and Visa Copy and after collecting the personal information they don't let the customer to carry out transaction. I sincerely doubt that they may misuse those personal information what they mischieviously collect from customers in the name of verification.

    +1 Votes
  • Ne
      Dec 13, 2018

    Same thing here. Tried to send money to my fiance’. After giving me transaction number, they cancelled my transaction. Cslled xoom and they blamed my bank. That my bank was the ones denying the transfer. I called xoom teice snd my bank 3 times. Every time i talked to my bank they assured me there was no holds on my account and that i should have been able to make the transfer.

    +1 Votes
  • Ne
      Dec 13, 2018

    Oh and i forgot to mention, even though they cancelled my transaction, they still deducted the money from my account anyways.

    +1 Votes
  • Ro
      Apr 13, 2019

    Hmmmm.

    Apparently Xoom has an unhealthy interest in the who, why, where and when of people you might want to send money to.

    Apparently to verify that I (the account holder) am who I say I am involves asking about why I want to send the money, who to and how I know them.

    Xoom isn't my mother, though they seem to think they are.

    +1 Votes
  • St
      Sep 10, 2019

    stay away from xoom!
    I had a xoom account for years and had no problem until last year, they started to cancel all the transaction I made. I called they up recently ask for a reason, they asked me tons of questions then said they cannot verify my information and put a restriction on my account. then I asked them what information do they need to lift the restriction. then said they cannot tell me and I won't be able to use their service anymore, what [censored]ing company is this? a joke!!!

    0 Votes

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