- Report: #1134035
Complaint Review: xoom - San Francisco California
Reported By:
DM_mtnview -
Mountain View, California,
Submitted:
Updated:
-
Author Not Confirmed
Why?
xoom
100 Bush Street, Suite 300 San Francisco, 94104 California, USA
Phone:
(415) 777-4800
Web:
N/A
Categories:
Business Rating:
(0)
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xoom xoom corporation, xoom.com beware of unanticipated fees San Francisco California
I used to think Xoom was an amazing service - at least up until I had my first experience with them. I transferred $2999 to my family outside the US using Xoom on March 19, 2014. The transaction ID was: X061xxxxxxxx3230. The good news is that the money did transfer in a timely manner. Bad news is that I got hit by unanticipated fees. Now for the details:
At the time of the transaction I used a Xoom coupon (code: MARCHALONG) that advised me that there would be no charge regardless of whether I use a Credit card or my bank account to fund the transaction. Further, I was not made aware in advance that using the credit card to fund the transaction would cause the transaction to be seen as a "Cash Advance".
I completed the transaction in good faith with the understanding that there would be no charge. Unfortunately, I was subsequently hit by a $89.97 credit card transaction fees.
I reached out to xoom to resolve the situation (potentially canceling the credit card transaction and using my bank account to fund the transaction), but their customer service was curt and said they could do nothing about it since the transaction was completed. I also reached out to my credit card company and they advised me that the best recourse was to have xoom cancel the transaction and fund it by my bank account. However, given Xoom is unable to do so, I'm left with no choice but to complain here.
I feel xoom could have done better by intimating me in advance of the transaction that this transaction would be seen as a "Cash advance" and that I would be hit by a CC transaction fees. Given they didn't do so and I placed the transaction in good faith, I got hit by the fees that I didn't anticipate coming.
2 Updates & Rebuttals
DM_mtnview
Mountain View,California,
No prior intimation
#2Author of original report
Fri, April 04, 2014
Hello Matthew,
Thank you for responding to my concern. As explained in my note to xoom, here's the screenshots of what I saw on xoom.com during my money transfer process:
dropbox.com/sh/cp13n2ll3git89h/wVVxRJWyuN
Notice no where on any of the money transfer process was I ever given a forewarning that this would be seen as a cash advance or that there would be a finance charge.
On the contrary, I was advised that using my CC would imply a "free" transaction.
This, in my opinion is deceptive practice.
As requested earlier, the middle ground solution here is for xoom to cancel my credit card transaction (which would refund me my fees) and fund the transaction through my bank account.
Report Attachments
Xoom Customer Service
San Francisco,California,
Xoom's Response
#3UPDATE Employee
Tue, April 01, 2014
Thank you for taking the time to share your concerns. We are sorry to hear that your credit card company has charged you an additional fee. When sending a transaction using a credit card, customers are notified that the customer's credit card company may charge additional fees. When choosing a payment method, there is a message to customers that states, "Your credit card company may charge additional fees." Additionally, when entering the credit card information, customers see a large text box that states: "Things to know about Credit Cards: *Pay with a bank account instead - it's safe, a better value, and usually as fast as a card. *Your credit card company may charge a cash advance fee for money transfers." We also provide this information to customers in our user agreement: "Xoom is not responsible for any fees or charges that may be imposed by the financial institutions associated with your Payment Instruments. For example (without limitation), some credit card issuers may treat the use of your credit card to use the Service as a "cash advance" rather than a purchase transaction, and may impose additional fees and interest rates for the transaction. Xoom is not responsible for any non-sufficient funds charges, chargeback fees, or other similar charges that might be imposed on you by your bank, credit card issuer, or other provider." While we are sorry to hear that your credit card company charged a fee, this charge was not made by Xoom. We appreciate your feedback and will take it into consideration when making future site improvements.
Thank you,
Matthew N
Xoom Customer Service
