Xoom
Reviews and Complaints

Xoom Money Transfer https://www.xoom.com/sendmoneynow/home has the absolute worst customer service I have ever come accross in the financial sector. Infact, it is the worst customer service I have ever experienced in my entire life. I am an Ex-Pat Brit Living in New York City and Often require to send money back to my UK accounts.
Xoom declined my transfer on the basis that they needed further documentation for KYC checks. The requested information was sent to Xoom. Xoom promised a call back, Xoom did not call. I called Xoom and their so called customer service department could not give me any information whatsoever, as this was handled by another team. This was incredibly frustrating as I was offered no explanation. I was confused as to how they could possibly call themselves a customer service team as they did not offer customer service. I was told that the other team at Xoom, does not answer calls. I believe my case was being handled by a computer and not a real person at all. The agents manner on the phone was rude and unhelpful. On every occasion I have have called Xoom, the agents spoken English has been poor to say the least. 3 weeks later I have sent my details to Xoom https://www.xoom.com/sendmoneynow/home four times and have been promised call backs each time within twenty-four hours. However, Xoom has failed to contact me on each occasion. My account remains unopened. I have not been able to 'send money now' at all and have wasted considerable time trying to do business with Xoom. Avoid.

I recently used xoom.com to transfer a sum of money between mu US bank account and my account in the EU. I received an email five day after the initiation of the process to inform me that the transaction was complete. However, the money was not in my account in Europe nor had the bank any information on any incoming funds. Having contacted xoom 4 times, nothing has been done. They constantly tell me that the matter is with head office in California yet cannot put me in touch with the office in California. They have no follow up and are most unhelpful. I went to my bank in the US for help and they provided me with the tracking number of who and when the money was taken. The money was extracted by META BANK in Iowa. I contacted them twice and after much persistence (At first, they claimed that they don't work with Xoom any more -lie), they took my number and said they would follow up. The fact is that they withdrew the money from my account by XOOM and are implicated as a result. Funny how they try to lie and cover up for XOOM. XOOM STATE THAT THEY CHARGE 4.99. THIS IS TRUE BUT THEIR EXCHANGE RATES ARE THE WORST. On the website xoom maintains that they have a conversion link but there is no info. regarding conversions on this page. I can tell you that in addition to the 4.99 they receive, they also 60 dollars on exchange (in my case ayway). THEY ARE ABSOLUTE FRAUDS. DO NOT GO WITH XOOM AT ALL. YOU WILL BE SORRY. STICK TO YOUR BANK. One representative at 8 AM informed me that systems were not operating in California until 9 AM so he wouldn't be able to check anything. We ive in a digital age where 24 hour banking is possible. DO NOT GIVE THESE GANGSTERS YOUR BANK INFO. THEY ARE THIEVES AND LIARS. META BANK ARE THE SAME. I taking this mater to my lawyer and I am gonna sue their ### along with META BANK.

Use western union - avoid xoom at all costs !

Tried to transfer money from bank account in usa to bank account in japan. First transaction went through automatically (Account verified, money withdrawn) , but the money never reached the destination account. Huh?!

Three weeks later, after numerous email and phone calls, all the way up to the vp, customer operations, finally made them move their ### to find out what the reason for delay is. As it turns out, the destination bank could not match the name on the receiver account - one letter was missing in japanese translation - translation was done by xoom.com system! One phone call would have been sufficient to find this out, two days after the transfer was initiated, not three weeks.

Ok, fine, finally received the refund and tried again, after making sure that everything is spelled correctly. In a few hours got a phone call, asking to "verify the transfer". After providing all possible information they asked for, was finally asked what is the transfer for. What business is this of xooms ? You are not paypal - and are not liable for anything beyond providing evidence that the money reached the destination account ?! They ended up canceling the transfer, based on the fact that this was a payment for a service. "we typically provide services for friends and family only". Excuse me ? What does "typically" mean ? And why ? No meaningful explanation given (Or exists, really!) . A month later, i am back where i have started. What a bunch of incompetent and deceiving losers. Don't waste your time and energy - avoid xoom !

At first we sent money to the Philippines with Xoom and it was fast. Then we sent money to Canada..$500 & this was sent on Dec. 21, 2009..The amount was taken from our bank in the course of one day..It got to the Canadian bank on Dec. 31, 2009 and it was canceled because they said the account number was wrong or something. Now it's January 5, 2009.. and still NO MONEY BACK. At first their email said 1-3 days..(sent on Dec. 31.) then they sent another email saying 3-7 days(sent Dec. 31)! Then we called again and it was the center in the Philippines and they said they can't do ANYTHING, because the only ones who can do anything about it is the customer service in California. What kind of company promises fast, reliable, service? It has been WEEKS. We called them several times.. the people keep saying they'll do something.. BUT NOTHING. I hate xoom. They're a bunch of scammers.

Oh and we asked for LEGAL documents that the bank sent them but all they did was send an explanation. We asked again for the second time.. and still no proof. I really wish that they really are not scammers and just have too much transactions going on.. but 3 weeks.. and the money is still not refunded? C'mon.

Today is the last day i can purchase christmas gifts and you have not deposited my money in 8 days when you promise 3 days. I want to know if my transfer can be guaranteed for today sa time. If not re - doposit my money into my us bank acc immediately so that i can send via western union. You have not responded to my last three emails. I will do everything in my power to ensure that people like you don't catch other trusting and unsuspecting victims. Have a heart. Its christmas time and i dont know how i am going to purchase christmas dinner. You should be ashamed of yourselves - especially for ignoring me. Where do you think your next customers will come from? Type xoom complaints in google and see what you get. That will be your eventual undoing. If you don't get closed down by the district attorneys office first. Telling me that our central bank is the problem is unacceptable. If this is the case refund my money so that i have an alternative option. I only found that out because i was rashing you. You should have advised me of this the minute you or your agent knew. I have spoken to absa and there are no issuses with transfers. So you lied to protect your skin. The only reason i am still talking to you is on the off chance that the money will be available in my acc today. If not, either you or my bank will reverse the funds and you will deal with the consequences. You may just have stepped on a tiger’s tail. I will not stop until justice is served. Do you think you can respond in your promised 2 hour period this time. You have ignored my last 3 emails. Your arrogance is only surpassed by your incompetence. I await your reply and an immediate resolution.

Seems like same old tactics as i read here on complaintboard. I have transferred a friend in Germany some money, transaction was cancelled without any reason.

i have contacted support by phone, they said cancellation team will get back to me. they didn't
wrote them 3 times but no answer back.

they still have my money since two weeks and nothing happens from their side. i'm about to go the the police and file an international online fraud crime, i'm not gonna give it up no matter what. wish me luck.

I sent money via Xoom by Money Pick Up. After 2 Minutes it got canceled. I payed by paypal. The status in paypal is still open. All i get is automated emails by Shiva Prasad or Nishant Bhardwaj xoom customer service.

First response

Thank you for contacting us. We have sent your transaction to our Paypal account manager and she will be able to remove the hold on your funds. Please allow 1-2 business days for this process. If you don't see the funds back to your account within the specified timeframe, please let us know by replying to this email.

Second response
I just wanted to let you know that we are actively working on your case number [xxxxxxxxx] with our refund department. We apologize for any delays as we continue to work on this matter.

Please do not hesitate to let us know if you have any additional questions or additional information you might have. You can expect to hear back from us as soon as we have any further update. Thank you for your continued patience, and for choosing Xoom.com.

Third response
Dear Customer,

Thank you for contacting Xoom Customer Service.

We may address your question quickly and thoroughly, we have escalated your case to a Xoom Customer Service Specialist. The specialist will contact you shortly to address your specific questions and concerns.

Please let us know if you have more concerns.

This company try to rip off! BEWARE

Hi there

My name is sajith cyril, i am into software development and web designing. Recently couple of my clients have done money transfer though Xoom Money Transfer ( www.xoom.com ) these transactions were canceled by xoom verification team.

Its been more than a week now and clients today complained about xoom not refunding their money back.

I was a regular customer of xoom in 2008 i have done 31 transaction in 2009 i have done 10 transactions. Me contacted XOOM to know what happened this time. their reply was

"My sender breached Terms Of Service"

When me passed this message to client they responded to xoom but now they replied to sender

"We cannot complete this transaction due to a problem with the recipient’s ability to receive funds via Xoom. Unfortunately, due to US Privacy laws, we are prohibited to disclose further information."

So now they are pointing fingers towards me and when they do that i have complete rights to know the problem with the my ability to receive funds via Xoom

I have droped to customer care though contact us form of their website https://www.xoom.com/sendmoneynow/help?emailCustomerService=true they gave me some incident number [protected] and they will reply in 24 hours. after 2 days when me contacted xoom customer service what the answer gave me was an absolute comedy for XOOM 24 hours is 3 working days they work 8 hours a day so it will take 3 days to respond.

Me droped in again this time they gave new incident number [protected] and time frame of 12 hours, what to tell they never contacted back. now when i drop a complaint they are not giving complaint numbers

I am very upset now the clients are telling me they were ready to do by western union since me advised XOOM they did through xoom.

Myself suspect a scam and fear of money loss since xoom haven't paid back my clients

Me dont know what to do now. Advice to overcome this situation is highly welcomed at [protected]@live.com

Kind regards
Sajith Cyril

I used Xoom.com for the first time (because of their low rates $4.99) to send money to Mexico for medicine for a child. This money was needed immediately. However, I misspelled the middle name of the recipient by a couple letters, and the recipient could not get the money from the bank in Mexico (Bancomer, a greedy Mexican bank). I was totally shocked that she could not get the money because her middle name was misspelled. I called Xoom to tell them about this problem hoping they would help right away; however, they stated they could not correct the middle name and all they could do instead was to have refund the money to my bank account, which would take up to 10 days. I was angry and totally shocked as I do not have extra money to re-send through another money transfer company. I told them this money was needed urgently, but they offered no help or solutions, just "sorry mam ..." This is horrible service of inconsiderate businesses that just want to use your money as long as they can. I will never use Xoom again and will use the service I used previously even though they charge a little more.

wow! i was deceived by xoom.com's service. 1st transaction=good... 2nd transaction=went so well. 3rd transaction=horrible. i used the same method of payment as the previous ones. I sent it 10/14/09.. my bank acct was debited the next day 10/15/09. i called their customer service twice or thrice and they advised me to wait until today, 10/20/09, because that's the timeframe for clearing eCheck process. i also emailed their CS and they didn't answer my inquiries. I'll wait until tomorrow 10/21/09 and see if the money is ready to be picked up. otherwise, i'll dispute it with my bank.

CONCLUSION: NEVER EVER USE XOOM.COM. don't be deceive by their low fees and "faster" service. STAY AWAY FROM XOOM.COM!

I was surprised how quickly the first time (Oct 1) that I sent money the transaction was done the same day within minutes. Therefore, I used Xoom again on same circumstance as 1st transaction; unfortunately, the second time (Oct 6) the transaction is taking days! In fact, payment is still in process, despite Xoom withdrawing the cash Oct 7. It is no Oct 9 - and still waiting!

We send money to the Philippines to help relatives, esp at this time of calamity. But why do we have to be at the mercy of company like Xoom. Xoom MUST re-assess its existence as a company!

I have been using xoom.com as a source to transfer the funds from my paypal account to my bank account for years. Recently i made 2 transactions through xoom.com, i transferred over $420 dollars on 9th september and $859 dollars on 18th september from my paypal account to be cleared in my bank account using xoom.com service and paid their fee as per their procedure.

The money should ideally reflect in my accountwithin 3-4 working days max as per my experience for past couple of years.

Over 6 days passes by and the money doesn't get transferred in to my account as i eagerly wait for it. Out of curiosity i check my paypal account to see if there's any activity or status that could explain this matter and got shocked to see that $420 dollars were refunded to my paypal account where as the other transaction of $859 dollars remains uncleared mysteriously.

I contact xoom.com customer service email on September 24th and reported the issue and asked for help. I get a reply saying that the previous transaction of $420 has been refunded to your paypal account (with my clarification) and the other transaction of $859 is in process of being deposited in to your account.

I patiently waited for 2 more days and keep sending emails to get regular status, each time i get the same email saying the following:

---------------------------------------------------
Dear Pankaj,

I just wanted to let you know that we are actively working on your case number [X061823716508954] with our partners in [India]. We apologize for any delays as we continue to work on this matter.
---------------------------------------------------

It has now been over 10 days and i continue to get the same email everytime i send agonizing emails asking for status reports as i helplessly wait for the money to be cleared i my account.

I tried calling their customer care helplines and was put on answering machine for over an hour waiting for a representative to attend my call but no one did.

I'm sure there are many people out there who would have faced the same or even worst problems with xoom.com, is there anything we can do to get our money from them or are we just going to get harassed like this and not be able to do anything.

please help and reply with any solution you know of, your feedback is highly appreciated.

I was accustomed to sending money to my wife in the Dominica Republic using Servicash. It seems they are no longer in business. I sent $250 to be deposited in my wife's Banco Popular account. The website stated ir was "fast and easy" Five days later the transaction was cancelled because she did not have a "dollar" account, but a "pesos" account. I called and was told the $250 would be credited to my account. That was September 5th. 10 days later I still have no credit. I initiate another transaction because it was extremely necessry my wife receive the money. They deducted the money from my account on September 8th and she received it today the 15th. Not fast, not easy and I am back to a more expensive but much more reliable Western Union for future transfers.

I've been sending money to my family in the Philippines through Xoom.com for two years now.I trusted them because they said their website is hack free and secured.Come Aug 24, I received an email stating thati have sent $2500 to somebody in Australia and was debited through my checking account. I was so devastated because this is a hard-earned money! I have never sent my very own family this big amount of a money and here comes a stranger, getting that much of money from me just like that!
I have been hacked! Dont trust this company anymore, even though they are claiming that they are safe and that they put all the measures to keep all profiles confidential.My attention could have been called when they have noticed that it is kinda odd that Ive been sending money through them to the Philippines, not to Australia!Plus if it was that amount, they could have called me first to confirm.
I called them and filed a complaint and up to this day, Ive been thrown from one person to another.They said they cannot promise that I would be able to get my money back because it seemed like I authorized the transaction.Of course! I t would like I did because I was hacked!
Dont use this company anymore.Poor service.Poor follow up!Plus, it is definitely not safe!
Not unless you want to get the hassle of somebody being able to get into your account.

This company has struck me several times with very bad service and extremely unresponsive ways to react on my complaints.

My wife and I had used them once to send money to Peru and it took forever to get the money there. Plus, they charged more then was advertised. As a result we stopped using it. A few months later, Xoom sent us a code to waive charges and allow us to send a free transfer. We thought, well, let's give it another try, used the EXACT same details we used before, applied the code and received a confirmation that the money was transfered.

A day later, we received an email that the money cannot be delivered because of fraud. We immediately called and reassured them that there was no fraud happening and that we indeed wanted the money to be sent to Peru, just as we have done it before...

They apologized and told us to do it again... and guess what: Now the coupon code didn't work any more. After talking to them, it was obvious that the initial transaction was only canceled so that we could not benefit from the free transfer and that they wanted us to pay... It was so ridiculous and unbelievable.

After about 30 minutes on the phone, the agent told me that they would make an "exception" and let me use the code again. (What kind of exception is that, anyways... I was blocked from using the code in the first place... ) Anyways, so we tried another time, again using the RIGHT details, address, credit card numbers, etc, just as the agent had told me.

Another day went by and boom, transaction was marked fraudulent again, only that this time the company would not respond to my question of why that was the case. They finally admitted that I had to do it again WITHOUT the coupon code and that it will work then for sure. Total rip off. So basically the code was only bait to get me to use their site...

On top of it, they charged my credit card in both cases, blocking a total of $1000 dollars, maxing out my limit and ruining my nieces birthday whom the money was for. We then had to take out cash from another card and go to Western Union. Within 10 minutes the money was there.

Xoom took almost a week to refund my money and never replied to complaints regarding the false advertising of a coupon code.

Don't work with this company, they promise you things they cannot deliver, their customer service is very slow and incompetent and on top of it, they take forever to deliver the money.

I wonder how companies like this can stay in business...

I never used xoom.com but someone used my bank account and transfer money to Vietnam with xoom.com. I was trying to contact xoom.com and resolved the issue. They were very unprofessional and unhelpful. Xoom.com is a scam and helping criminals stealing money!
Never use xoom.com.

This company is not just terrible but also thieves. Had several issues before i got to use it, then when I finally got to use the service, money never got to my family and they kept it. this was a month ago and I am still trying to get it back.
Please save yourself some trouble and avoid using this company, I know Western Union is a little bit more expensive but its reliable.
PLEASE STAY AWAY FROM XOOM.COM

hello

i suggest you to AVOID xoom.com

they will ask you to send documents for verification when they don't need

i have sent a payment from my credit card to my bank account
(same person)

and they asked to send a copy of documents, and other statement

so i think that they are very CONFUSED

they told me that they want to verify that i'm the person that i sent the payment

they CANNOT even understand, that if someboddy send a payments to his own bank account, NO VERIFICATION IS REQUIRED FOR THIS TRANSFER

THEY WANT TO MAKE SURE IF I HAVE AN AUTHORIZATION, FROM "MYSELF" TO SEND A PAYMENT TO MYSELF?

YES I TOLD THEM

"YES I HAVE SENT AN EMAIL TO MYSELF, AND I HAVE AN AUTHORIZATION FROM MYSELF TO TRASFER THE DOLLARS"

THEY REPLIED LIKE A ROBOT

" WE NEED THE DOCUMENTS AND BLA BLA"

so if you DO NOT want to WASTE your time

DO NOT USE XOOM.COM

I had a infuriating experience with Xoom recently, where I initiated a transfer (type: bank deposit) on Thu Feb 26, 10:42 PM PST. The bank account belonged to the aunt of my recipient.

After 6 hours of seeing the transfer sitting in the queue with status "Transfer in Progress, " while my recipient was frantic because the funds were needed for a medical emergency, I emailed Xoom Help to see what the hang-up was, but received no reply.

Almost 20 hours after I initiated the transaction, with still no progress, I cancelled the transfer. This was Fri Feb 27, ~6:00 PM PST. I then initiated another transaction (a cash pick-up this time) to another go-between of my recipient.

Can you guess what happened? Yep, both transactions were paid. The first one was completed almost TWO DAYS after... AFTER!... my cancellation request. So it ended up costing me twice what I had intended to pay.

Yet when I complained to Xoom, they had the audacity to claim that "Your transaction has been completed before your cancellation request."

Object lesson: Never start a replacement transaction until you're absolutely certain the previous one was canceled and your money refunded. These guys have no soul, and they take absolutely no responsibility for their screw-ups, even lying if necessary.

Better yet, use Western Union.

I used to xoom to send some money using paypal last year. A while later, somebody used my paypal and xoom and sent almost $1000 to someone in Vietnam. Luckily, I noticed very soon and tried to contact xoom. They were neither professional nor helpful in the all thing. Finally, I got the thing resolved through Paypal and BOA, but it was a lot of hassle. For security, please stay away from xoom.