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Xoom Complaints Summary

45 Resolved
88 Unresolved
Our verdict: Engaging with Xoom, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Xoom complaints 133

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K
1:39 am EST

Xoom Cant transfer my money

I am trying to transfer my money to a bank or a local atm (cash pick-up) but no matter how many times I try I face a problem at the address step. For the last 3 weeks, I am trying to send money, but I fail because of this problem.
The system does not accept my address info and asks me to verify it.
I have contacted customer support at least 5 times but still, they are not offering me a suitable solution and I can't get my money.

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9:02 pm EST
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Xoom Money transfer

On 23rd October 2021 I used Xoom services for the 2nd time to send money to my sister living in Cameroon.

Until date (10 Dec 2021) the money hasn't been deposited in my sister's account. After raising it with Xoom several times over the phone et sending numerous emails, I received (twice now) a confirmation from the Customer Service that the money has been deposited.

The evidence received from Xoom is from a different bank and my sister's name on the document is incorrect. I raised to Xoom that they provided evidence from the incorrect bank but my complaint is going into death ears unfortunately so the Customer Service doesn't budge.

Note that I have not made any errors on my transaction details and I provided all the evidence required by Xoom that showed that the money was not deposited in my sister account. This evidence included my sister bank statement and bank details which are different from the evidence of deposit received by Xoom

Desired outcome: Reimbursement or money deposited in my sister's bank account

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12:29 pm EDT

Xoom Cancelled transaction and was told I will not be able to use their services ever again

On October 26th, I sent my sister in Peru the monthly amount needed to cover for my dad's rent. He is an elderly person (92 years old) so I have to go through my sisters account. I've been doing this for over 15 years, using my bank account without a single glitch. All of the sudden, I get emails saying that my transaction was canceled and they needed additional information like my bank statement. I sent my last bank statement twice and got on the phone with customer services. The lady on the line basically told me not to try to send money again because it will be canceled, she then hung up the phone after I asked the reason why.
I know I will not be using this service any more I just want to know why this occurred. If something was compromised on my account I need to know.
Did my information get leaked, I would really like to know.
Don't trust this company or their parent company PayPal.
Rosa Johns

Desired outcome: Explanation

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R
4:06 pm EDT

Xoom Recipient never received money

Xoom is giving me the run around about a refund for a transaction that did not make it's destination. When you call there toll free number you get sent to some call center in India with very incompetent people. Each agent gives you a different story without really reading thru the case history. I have sent with Xoom before successfully but have learned from this experience when things go wrong they really go wrong. Xoom is not worth the small discount you get as compared to the headache you will receive to resolve an issue that arises. I wish I paid the extract money and just sent it with my bank branch. Xoom sucks at wire transfers because they rely on partner banks that are not associated to xoom. Buyers be ware!

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Pgupta123
, US
Jan 22, 2022 12:20 pm EST
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I am having similar issue and Xoom is almost nonresponsive. Worst customer service. Is there way to complain in some consumer or financial insitute?

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M
4:35 am EDT

Xoom xoom access

July 8 2021
In the afternoon I got this message on my phone that I had sent 2 $1000 remittances and so I accessed xoom at once. I saw 2 entries which were supposed to be withdrawn from my bank account.
I called xoom and informed them about this transaction and after they got information from me they told me they would email me regarding my complaint. They immediately locked me out of my account and I was not able to copy the information regarding the fraud.
I have not received any email from them.
How was someone able to access xoom? Paypay asks for a code before access.

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Fahad.fadi@gmail.com Fahad Fadi
, US
Jul 13, 2021 2:08 am EDT

I often go to the banks where xoom is available so I have a problem. As there is no money in the bank. Or the system is busy. Etc. etc. The last bank I visited was Alliad Bank pvt karachi, dada bohye Branch. I encountered a similar situation there. Therefore, we request you to find a solution to this problem. And action to be taken against such branches. Thanks

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P
7:55 pm EDT

Xoom xoom

After using XOOM services to send myself my monthly salary overseas in the Philippines, they closed my account claiming that I was a 'commercial account' which is apparently a violation of their user agreement. They did not even take the time to check with my bank in FL, the only bank account I ever registered with XOOM to ask them if the account was commercial or personal.

Calling them to complain offered no help as they are "not allowed to reveal their internal methods of arriving at their conclusion".

If there is a way to bring a lawsuit against them for making a false claim against me I would be glad to do so.

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Clinde
Clearlake Oaks, US
Sep 17, 2021 11:16 pm EDT

They would not even tell me why they closed my account. Screw them, Remitly always gives s better exchange rate.

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D
12:50 am EDT

Xoom Refund

I had 2 over 100 dollar cancelled transactions and I would love to get a refund

Desired outcome: Get my refund

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R
10:56 am EDT

Xoom They will not refund my money!

I have been trying to get my money for the last 12 days I have been told that my tracking number is not showing up in the system I have called and talked with Xoom at least 7-9 different times and they assured me that my tracking number was good. I have talked to Walmart RIA there is not showing no deposit of my money so Xoom would have to resend it, that is what they told me to tell Xoom. My tracking number will not show up at Walmart RIA or any Walmart location. I canceled the transaction after being lied to for 8 days, it has been 4 days since I cancelled and still no refund! They kept assuring me my money was available and ready for pickup this is a $1000 every penny I had! I am so furious!

Desired outcome: I just want my 1000 back, i will never use Xoom again!

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K
10:25 pm EDT

Xoom Refund

I send money and they canceled it. I told them that the checking account that I used to send the money was closed so they told me that they will going to send me a manual check instead and it would take 15 days in mail. One month had passed, the check never came. To my surprise, they did not address the issue. I made 4 calls and we are going around circles. It has been 5 weeks since they told me about the manual check. I feel like they do not value me as a customer. I am still waiting for my money.

Desired outcome: To receive my refund

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D
7:15 pm EST

Xoom Money transfer

Have used Xoom for 7 years. Attempted to send $800 to the Philippines to myself at a Bank with my name on the bank account number. They put a verification hold on the account and after calling them they said the security hold would never be lifted. No supervisor was available to escalate too, they said they would have someone call me back.

Desired outcome: Xoom to continue doing business with me.

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M
9:55 pm EST

Xoom Failed to deliver my money and refused to refund me!

Xoom failed to deliver my money and refused to refund me!

I used Paypal's Xoom.com to send money to a relative in South Africa. My money was not delivered and the recipient is unable to pick the money up since the money was not delivered to him. Xoom and their partner Exchange4free are lying and changing their story in every email their story is different. After I requested PROOF of delivery of money they wrote in an email that the money has been deposited, without providing any proof of the deposit. They say their investigation is completed and they are refusing to refund my money. In addition to the entire amount of my money they want to keep, to add insult to injury, Xoom also made money on me from a large difference in foreign currency exchange rates. This is an unheard behaviour by a large corporation such as Xoom, which seem to be owned, associated or part of Paypal Inc. How does Paypal allow such a deceitful and thieving company such as Xoom to operate under its wing?

Desired outcome: Full Refund

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azfar khan
, US
Aug 17, 2021 12:10 am EDT

I am in the same boat as you are I am sure there is a place where we can file a compliant against them I will file a complaint against PayPal as they are the parent company of Xoom

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E
8:21 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Xoom Money transfer disappeared

I transferred money through Xoom to a friend in Peru on 12/16. Xoom reports that the money had been delivered. My friend says it it not delivered to his account. I tried contacting Xoom and keep getting back form letters, I can't get to a real person. Then I started investigating and many people have the same complaints. Particularly with South America, the money just disappears. I need to speak to a real person, locate the money or refund me ASAP.

Desired outcome: locate my money or refund me

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Manuel Costa
, US
Jan 24, 2021 1:26 am EST

Same happened here: the recipient did not receive the money but Xoom states they deposited the money into the recipient's bank account, but then every email of theirs is a different story! I one email Xoom states there is some form to be filled out by the recipient and in another email they state the money needs to be picked up from some place... and how does this work with a bank account? Liars and thieves! I am so disappointed with Paypal and THEIR Xoom! I knew Paypal was SHADY, but did not know that they are a FRAUD to this big level, openly, shamelessly, impudently and deceitfully. Not to be trusted. Stay away from Xoom!

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Manuel Costa
, US
Jan 23, 2021 9:56 pm EST

Same here! Is Paypal insane?

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B
3:49 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xoom Service

Used xoom service over two years without issue. Last month transfers would no longer go thru. Contacted customer service but they are all incapable of giving a reason or resolving account issues. Poor business model by not resolving existing customers issues. I had to move business to another service.
I've spent over an hour on the phone more than a couple times but still could not get an answer as to why the account no longer works. I've tried to open a new account but it does not work either.

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T
7:17 am EDT

Xoom Money transaction

Today 7/31/2020 a money transfer was just cancelled out of the blue and this is the second time this happens using xoom
The only response I get from Xoom is that there was a problem with the bank account of the recipient or there was a problem with the timing that I made the the transaction
What does that mean exactly?
I have not changed any type of info on my behalf for my transaction to be just cancelled so make up your mind

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M
12:10 pm EDT

Xoom Horrible customer service

So this company is supposed to need proof of identity before processing transactions. Yet somehow, someone managed to use my old PayPal credentials (I was under the impression that the account was deactivated) to open a fraudulent Xoom account and process a fraudulent transaction, with a fraudulent debit card opened under my name.

I reset my PayPal credentials and gained control of this Xoom account immediately and have been dealing with this mess since the 3rd of June. I have sent them an official affidavit, and mailed two written requests to resolve this issue and provide confirmation of all this in writing and included proof of ID, officially filed reports, etc. with these written requests.

They said that I would not be held responsible for the transaction via email and phone but I have not received an official letter stating so. Also, not only is the Xoom account still open, but the fraudulent transaction is still listed on this account. Worst of all, they refuse to provide the name of the issuing financial institution for this mystery debit card opened under my name so I can file a dispute with them.

They claim that I need to have local law enforcement submit a subpoena to them despite the fact that I am not asking for any personal or proprietary information. There is also the fact that according to section 609(e) of the Fair Credit Reporting Act, 15 U.S.C. § 1681g(e), I am entitled to be provided with copies of business records relating to the fraudulent account and transaction no later than 30 days after the receipt of the request and that the law directs them to provide me these documents at no charge, and without requiring a subpoena.

After I pointed out this last fact to them on June 26, I was informed that they would advise one of the members of their fraud team to contact me to assist me further. I have still not heard back from them via phone, email, or postal mail.

Xoom has until July 30th to specifically provide me with the information regarding this mystery debit card and other records and documents connected to this fraudulent transaction. In the meanwhile, I have a mystery checking/debit account with my name floating around out there and the perpetrators are doing who knows what with it. Their handling of the situation so far does not give me a lot of hope...

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V
1:37 pm EDT

Xoom Scam company

These guys are running a scam.

I initiated the transfer for an urgent need, they said money will get transferred in 3 business days and they debited my money from my account. After waiting for 3 days, they have to cancel it due to some bank limit reasons.

I asked them for the money refund immediately so that I could send it via another service and they said it will take another 4 days for refund it back.

So they took my money for 7 days, did nothing for me except causing lot of mental stress. I am yet to get the amount hoping that it will come within 4 days.

Please don't trust these guys.. This is not the first time I am getting cheated by them..

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Manuel Costa
, US
Jan 24, 2021 1:29 am EST

Xoom is probably requiring people all kinds of verifications in hopes that you give up and Xoom keeps your money and if you submit everything that is being requested by Xoom they may cancel the transaction, because that's not their business model, which is cheating, defrauding the consumer.

ComplaintsBoard
B
12:59 am EDT

Xoom Fake information on partner network

I initiated the transfer. Recipient got the transaction notification from Xoom. Went to a place that was sent in the e-mail from Xoom. Waited in line for an hour and was told that they are not part of the network.

Shameful, below standard pathetic service that they can't vet their partners.
This is the location on their list that the recipient went to.
IME Al Razouki Intl Exchange Co: Al Khail
Shop no11 West Zone Mall Al Khail Gate Al Qouz
P
Dubai
Payout Currency: AED

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9:56 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

My landlord returned my deposit of 500euro to Xoom on May 22nd. As of June 26th, there is no record of any transfer. Xoom only replies to my emails with vague automatic messages and they still do not have phone support available. My landlords bank has reached out to them for two weeks but still no answer from them. I desperately need my money from them to pay my rent.

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8:42 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Xoom Paid out when I had no money in my account

This happened over 10 years ago I recieved a check that I put into my account the person who sent me the check asked for her money ok no problem I had a xoom account and tried to send the money it was refused 3 times no funds "check was a no funds" they do my surprise xoom paid out the 3500 dollars when I hand no money bank refused to pay check was a fraud this was over 10 years ago I live in france at the time and refused to pay because I did not ask them to be out what I did not have. I lived I the usa for the last ten years and a few weeks ago my friend in the us send me my pensions from the us to france via paypal xoom took all the money from my friend that was over 2000 dollars. They xoom said it was there money but no lie it was my friends money she sent it to help me.
1: did xoom have the right to pay out with out asking me? "check was a scam"
2: does xoom have the right to take a 100% pension to pay them selfs back when permission was never given to begain with?
The money was sent from a friend from the us to france it was her money?
3: since when it is legal to take a pension?
4: do they after 10 years at least when it happen with out a collection agency or court order etc?
5: it seems to me that there is a time limit and I was well past it there for they xoom had no right plus it was pensions plus the fact I never had the money to pay they took it anoung them selfs to pay out money that I never had in my account and this with out my total permission to do so

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11:07 am EDT
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Xoom Money transfer

I started an international money transfer to Brazil using Xoom (transaction [protected])on 05/28/20, the amount is $20k which they committed to complete the transaction in 3 business days. After I started the process and they collected my money from my Chase bank account Xoom started to ask me for additional documentation to complete the transaction. I has been more than 15 days, the money were not transferred to my bank account in Brazil. Xoom Customer Services phone is not working and all messages that I receive are automated email answers saying that we are working on it. Later they said that the transaction was on hold in my bank account in Brazil, I contacted the my bank in Brazil and they are asking for the Swift transaction which is the proof for the money order which Xoom is not providing. Bottom line the money were never transferred, Xoom hijacked my money! Does not complete the transaction to Brazil and neither refunds my money back to my bank account in US. This is ridiculous I would never expect this kind of behaviour of such a big company that belongs to PayPal. Specially in Covid19 times I really need my money back to survive and pay my bills, my money cannot disappear and no one is accountable for that.
What I need is either complete the transfer to Brazil or refund my money.

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