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2.4 133 Reviews

How responsive is Xoom's customer service?

45 Resolved
88 Unresolved
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Xoom reviews and complaints 133

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7:26 pm EST
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Xoom Money transfer

Paolo the rudest most unprofessional representative I dealt with in 6 Plus decades on earth. Horrible service 1 hour on the phone promises promises never lets the transaction go through and disconnects me with no explanation. Rude and disgraceful. With a million other ways to send money I will never use these horrible people or their disgraceful Representatives again. They should start by firing him.. This idiot refused to give us a supervisor when requested numerous times. He is a Disgrace.

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3:32 pm EDT

Xoom wiring funds abroad

My transaction was cancelled 'due to the review of the completion time of the transaction that require complete verification to ensure a secure money transfer experience'.

I don't get it, I have been using Xoom for quite some time but this time they asked for a copy of my bank statement which I did send and then they refused my transaction?

When I phoned they said they couldn't release any information.

This is totally absurd especially as I am a Paypal customer and I've never had any issues with Paypay (for many, many years).

I wonder if this is a language issue since the people I spoke to sound foreign because otherwise this makes no sense.

I will file a complain with proper authorities about Xoom's handling of my transfer request and no support information given when I phoned.

They even blocked my account for trying to wire funds...this is outrageous. Something I've been doing for so long without an issue and all of the sudden they refuse to complete the transfer.

Desired outcome: My account should be unblocked and I should be allowed to wire funds.

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9:47 pm EDT
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Xoom Transaction Not Completed

I have used the service for many transactions but recently this has become a pattern. It has been almost a month and they are still holding my money hostage. Not everyone has a hundred dollars just laying around. I made the transaction almost 1 month ago now. I had to reach out to them multiple times via phone to speak to their customer service team. They all repeated the same script back to me on the phone and on emails, including the supervisor. I told them that when they have “technical difficulties” they should at the very least CONTACT the customer, it should never have been me contacting them first. Appalling service all round.

Desired outcome: Refund

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Is Xoom legit?

Our verdict: Complaints Board's thorough examination reveals Xoom as a legitimate entity with notable strengths. Despite a 33% resolution rate on customer complaints, which invites a closer look, Xoom stands out for its commitment to quality and security. Clients considering Xoom should delve into its customer service record to gauge compatibility with their expectations.

Xoom earns 96% level of Trustworthiness

Perfect Trust Endorsement: Xoom achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Xoom. The company provides a physical address, 2 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Xoom.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Xoom.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Xoom.com you are considering visiting, which is associated with Xoom, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Xoom website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Xoom's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 33% of 0 complaints were resolved.
  • Xoom protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Xoom. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
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5:25 am EDT
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Xoom Lost us $1300 when xoom did not transfer money as requested and did not refund the money to me.

My name is Brian Nguyen. I have been using Xoom many times to transfer money from Woodforest National Bank, USA, to Westpac Bank in Australia. On July 1, 2023, I had $1350.22 in my WNB account.
I used Xoom to make the transfer of $1300 from WNB to Westpac Bank, Australia. Xoom debited $1300 from my WNB account, but did not execute the transfer, citing address error from recipient. Then they debited $1300 the 2nd time, and again, did not make the transfer, citing address error from remitter.
Because of those 2 debits ($1300 x 2), my account was -$1279 negative. They subsequently refunded $1300, and $1300 only. My account stood then a mere $20.00 and remained so since then. The question is why I lost $1300? Where does that money go? I asked Xoom many times, thet replied that they did not debit the 2nd time. Daily bank statements from WNB showed they debited twice on July 2, 2023. Xoom did not admit that, and refused to refund me the money. I ask them to re-check all records, with attachments from WNB statements, they still refuse to refund.

Desired outcome: All I want is a transfer. If they do not make the transfer, then they must return the money back into my WNB account.

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8:26 pm EDT
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Xoom Xoom - PayPal

I did a Xoom transfer to my Citibank account overseas from US bank account on 15th June. The Xoom transaction XM49KAHN showed completed on 21st June 2023 however the funds never went to my bank account. Ever since then I have contacted Xoom several times and am not getting to any resolution. Citibank on the other side is asking for MT102 or telex or transfer copy but Xoom is unable to provide it.

I am going into mental agony and therefore trying everything to get this resolved. Any help would be appreciated.

Regards,

Ravi

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12:32 pm EDT
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Xoom Money hacked from my account 16000 us dollars

I have been a xoom money transfer customer for 7-8 years. Some unauthorized person got into my account hacked it, created a contact and stole 16000 US dollars. by wire transferring money from my Bank. There is no more safety for this application. I am advising citizens and people from around the globe DO not use xoom. Can you imagine 16000 US dollars was wire transferred while was sleeping. This money was supposed to be used for my daughter's tuition for college. Today I am in deep trouble. The xoom account was closed after i lodged a complaint, in spite of that they withdrew money again from my bank. Today I am seeking support from xoom money transfer officials please return my hard-earned money.

Desired outcome: Please return 16000 US dollars back into my bank. These are unauthorized transactions.

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9:18 am EDT

Xoom Money transfer

I transferred money on 28th Of June and I got the confirmation on June 29th that the transaction is complete but I dont see money in the Indian Account. This is the third time they are doing this after calling customer service for 10-15 times they will say the transaction could not be complete. Here is your money back. They are using money for 10-15 days and then send it back. I really needed money in India for some medical purpose. I cannot even transfer more.

Desired outcome: The company should have some policy to pay as mentioned or they should give some extra refund for using our money or at least pay penalty we ended up paying for not transferring.

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9:48 am EDT
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Xoom International money transfer by XOOM, money diapered

I got scammed by official international money transfer service XOOM. At least it looks like at the moment. I have sent money from my own PayPal account with XOOM to my own bank account and NOT received my money 515.00. I have contacted XOOM and have several email conversations + transfer swift from Trustly Group AB proving the process. I have contacted my own bank they claim not received the funds. I have contacted Trustly Group AB they claim not holding any information that XOOM must provide all the evidence. I literally have my patients at the end. I please to PayPal for your support. XOOM is not responding at all. PAYPAL Am I a victim of a fraud?

Desired outcome: I WANT MY MONEY BACK

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Update by R. Vassillakis
May 02, 2023 9:58 am EDT

On April 16, 2023, I submitted a request to transfer 515.00 euros from my personal PayPal account to my personal Bank account.

An official reply as a letter from Trustly Group AB of Sweden with the representative's signature, which confirms the successful transfer of financial assets in the amount of 515.00 euros. Head of Finance at at the Bank asserts that 515,00 euros never arrived in the Bank account. So do claiming the Banks contact center consultant and from the Bank payment systems department, specific payment transaction services. They are officially confirm in writing that the funds are not trackable to my bank account no. The senders IBAN and reference code are needed to track the incoming transfer.

Xoom Trustly Group AB has not provided, in its Payout Receipt, any bank account number from which it withdrew the funds nor the accurate bank transfer reference code. Therefore, I had kindly request XOOM Trustly Group AB a complete bank transaction swift report for this one-only transaction of 515.00 euros. But got none. Only with the official bank swift will Trustly Group AB of Sweden prove that the 515.00 has been truly transferred to my Bank account. It appears XOOM Trustly Group AB in Sweden does not want to solve the case and also consider that it is deliberate harm to me as your client, and have to hand the matter over to the police.

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7:54 pm EST

Xoom Money transfer

I transferred my money all the time but Xoom only transfer when the rate goes up. If the rate will go down you have to contact them after one week and they will say partner bank cancelled it as name does not match. Even if I have sent multiple times. But if rate goes up the name will match. Surprisingly this was not expected from a company like this.

Desired outcome: I need the fees I end up paying for not getting the money aboard in time. these are called banking fraud these companies should be banned.

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11:34 am EST
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Xoom Xoom Money transfer

This is Saibal Mukherjee. I wired $1000 using Xoom from my bank in the US to Bandhan Bank on the Jan 17,2023. Xoom debited the money from the US bank and said the transaction is complete via email and text. The money never hit my Indian bank account. Today is Feb 1st (2 weeks). I requested the UTR number on Jan 24, more than a week ago. They are now using generic statements about contacting their partner and waiting for a response. Strangely I have used their service without issues multiple times in the past.

Quite frustrated.

Desired outcome: Successful deposit in Bandhan Bank or refund the money within a week.

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Shilpa1111
, US
Feb 24, 2023 9:06 am EST

I have transfered money to India on Feb 4th till Feb 16th I don't see any progress in my transaction when I called customer service they mentioned that there were issues with patner bank, so I have canceled my transaction on Feb 16th after cancellation till Feb 24th I did not got my money back when ever I called customer service they mentioned that they have some issues with the system, I really don't know when this issue will be resolved, with out understanding the urgency they are holding the money which is really frustrating.

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sharon AD
, US
Jul 29, 2023 10:54 pm EDT
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Replying to comment of Shilpa1111

Did you get hour money

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5:56 pm EST
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Xoom Transactions cancellation

I've been using Xoom for over 5 years then suddenly all my transactions are being cancelled. As usual their customer support passed it through their compliance department. First call with this guy named Rolando according to him I cannot send money to commercially linked account I asked him which recipient he cannot tell me who... said they not allowed. Now, I'm delinquent with my mortgage where my friend pays for me by transferring money to his savings account. So, I contacted my other friend, but that transaction cancelled too. Second call with this guy Alexander according to him a recipient violated the user agreement I asked him which recipient he cannot tell me also who said they not allowed.

Damn, two alibis!

How the heck that I know which of my recipients are unscrupulous?

I hope other remittance companies are not like Xoom, they should disclose to sender when some recipients are undesirables. It's senders' money not theirs.

Beware of Xoom they leave you hanging dry! Now, they got my personal information. I'm fixing to change my bank accounts and credit cards number.

Desired outcome: Implement disclosures to senders all the needed information of recipients. It's senders' money not the recipients!

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12:44 pm EDT

Xoom International Money transfer

I used xoom to make an international money transfer from USA to Axis bank account in India for $6469.76 on Jun 17 2022. This money was never received by the recipient. Upon contacting xoom, they notified that the money was sent to an incorrect account within Axis bank through their partner bank PNB (punjab national bank). After multiple calls, emails they still haven't credited my amount bank. I submitted all proofs as requested. Provided recipients bank statement which never received the money. Whenever I contact xoom they just say they are waiting for an update from PN bank. Thats all. It is going to be 3 months and Im not sure what should I do to get my money back. This is extremely frustrating. Their customer service is terrible. No empathy and no way near providing a resolution.

Desired outcome: Refund my money

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12:20 pm EDT
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Xoom xoom money transfers

xoom canceled my transaction on may 4th, took the money from the account i was sending to overdrawing it... still over drawn! they wont help me! keep getting hung up on! IDIOTS guess i need a lawyer

Desired outcome: my money

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sue nair
, US
Apr 03, 2023 10:02 am EDT
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i will support the lawsuit if you plan to sue. i think we all need to come together and shut this company down. these guys are fraud. they gain our trust then don't refund money or give the option to cancel. money back is not guaranteed. this disclaimer should be on when we are submitting the money. 90 days up am still waiting for refund and same answer all the time waiting on partner. they don't disclose who which bank nothing. my money was sent to wrong bank and person. no name matching. SHUT DOWN XOOM

ComplaintsBoard
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9:12 am EDT

Xoom 2 times in a row transaction cancelled due to partner problems and money is kept captive

on Xoom tried to remit 11K to India from USA a week ago and saw simple message saying transaction is cancelled due to vendor partner issues two times on a row - May 6th, May 12th. Partner in India is not remitting to ICICI bank. This is not first time I am doing these transactions and failed me recently. Not only cancelling transaction money transfer back has taken each instance almost a week. There is no regret or necessary action taken by Xoom team. There is something systematically going wrong with this company. I suspect viability of businesses like this who pass the blame to 3rd party and not theirs. This is utterly disappointing and frustrated. Please let me know how if any are having similar issues. Thanks.

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1:40 am EDT
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Xoom Amount not transferred to my indi bank account

This is Amit goel and I initiated a transaction on 30th March 2022 to transfer $5000 to my India ICICI bank account using Xoom application. It got completed at xoom end within minutes but amount is still not transferred to my ICICI bank account in India. I am continuously following up with Xoom customer care team but every day they say that they are following up with partner payment services for this. There is not resolution provided and they are not refunding the amount in my USA Bank account. Today is 6th April night but still no resolution provided. I need help to get this issue resolved as its a major amount I initiated that transaction.

Desired outcome: Full refund asap.

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12:36 pm EST
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Xoom Rufund

Help! My transaction was not refunded in 4 days even though I provided bank statements showing it was not refunded to my bank. I spoke with a supervisor on call with bank and verified the refund was not received in checking or savings. No response from Xoom. $959.50.

Transaction canceled 1/13/22. I have sent at least 10 requests for status online.

Desired outcome: Full refund

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11:20 am EST

Xoom Vanilla gift card

I wish I had read this report before I purchased a Vanilla Card. I've been scammed out of my money and like the comments above say. You can never get a live person on the phone to talk to and if you are lucky enough to wait 30 mins, you might get a person on the line, but you rest assured, it will be someone with broken English... I will never buy this card again. I've been waiting since December 28, 2021 to find a resolve for this issue. Called the Sutton Bank affiliated w/the card and they don't answer and don't return the calls either. I've tried so many times to get a resolve. I WILL NOT GIVE UP. I can not believe this is happening in this century. My next stop is Better Business Bureau..

Desired outcome: Refund ALL my money. As the service was non-existence., I want the service charge refunded also!

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10:33 am EST
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Xoom Money transfer

Sent money to Mexico trhu Xoom on 1/24/22 today is 1/26/22 and money is not yet available to pick up and this is the second time this happens, I received the following email "Our partner's Compliance team needs to review the details of your recent transaction and expect a minor delay before processing is complete. We'll be sure to contact you if they need additional information or documents" I never received a call or email asking for additional information, I had to call customer service to find out what the problem was just to be asked for nonsense questions that I consider not a valid reason to hold the transfer. My mom, an elderly woman is the recipient, she has made four trips to Walmart to pick up the transfer and every time she is told somebody else picked up the money and they turned her away.

Desired outcome: To be clearly notified of what was needed, that would it avoid many trips and hard time to the recipient.

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4:49 pm EST
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Xoom Sent money but never got the goods

I sent money £590 through zoom/paypal but never got the goods. I did ask for refund but you said I cannot get it think this is disgusting specially when I have also reported it to the fruad team online which goes to the police I will not be using zoom again no chance. I have been in touch with the right people and am thinking of taking this further and will warn others. I am a geniune honest person but feel treated unfairly. I reported this person on the site that he was selling so he does not scam others out of their money.

Desired outcome: Refund please

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3:25 pm EST

Xoom Refund of cancelled transaction

I have cancelled my transaction(XZNCE52M) realizing my bank account does not have enough funds. I cancelled within minutes of starting on 10th Dec 2021. Even then they duducted money from my account and have not refunded back to me till date 21st Dec 2021. Its more than 10 days and I am unable to pay my bills and house rent.

I am calling them every other day, only response I receive is they say they are escalating the issue and will be refunded within 24 to 48 hours. Same response everytime. Its just like tomorrow never comes.

Is this the normal behavior with xoom?

Desired outcome: Refund and compensate my overdraft fees and credit card APR

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