Consumer complaint received 2021-10-14
Company: XOOM CORPORATION
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, I received an email from Xoom, a XXXX company, that XXXX XXXX baht was sent from my Xoom account to someone in XXXX. I called customer service and told them I don't have a Xoom account and did not authorize any such transfer. The rep said he would try to cancel the transaction and then said he was able to cancel. Later, I looked at the Xoom account ( I was able to login using my XXXX login ) and saw three other similar transactions. I called customer service at Xoom and told them the same as before. The rep said he could no longer cancel the transactions, but I could file a claim and it would be investigated which I then did. I then received an email about one of the transfers that said the recipient could not pick up the funds until XX/XX/XXXX. I then called customer service again and explained that they should kill the transactions because the email said the money could not be picked up until XX/XX/XXXX. The rep said he could not cancel the transactions, but not to worry, the verification department would take care of it. On XX/XX/XXXX, when my bank opened, I called them and explained what happened ( the Xoom transfer was taking my funds from my bank account ), and they sent me ACH forms to sign saying I attest that the transfers were fraudulent, never authorized by me. I got an email from Xoom on XX/XX/XXXX saying I should call right away. I called and affirmed for the fourth time that the three transactions were not authorized by me. I explained that I never opened a Xoom account and my computer was hacked. I told them they could still stop the recipients from receiving the money, as per their emails, that money would not be paid until XX/XX/XXXX. On XX/XX/XXXX, I got an email saying my claim was rejected for any one or all of three reasons. I then called customer service and said that was ridiculous. The rep said I could appeal it and she took the relevant information. Their email also said if I want a copy of the documentation that resulted in my claim being rejected, I should email XXXX. I sent the rquest for the documents. I then received an email saying my appeal was rejected. Then on XX/XX/XXXX, I get an email asking me what specific documentation I want related to my claim being rejected. I wrote back that I wanted what they had previously offered me, " the documentation used in the determination of my fraud investigation. '' On XX/XX/XXXX, they responded that they could not give the documentation to me, that " an attorney or law enforcement XXXX must submit a legal subpoena. '' I told them I would file a complaint with the CFPB. 
The whole situation was ridiculous. They knew the three transactions were never authorized, that my computer was hacked. They knew thay were not making the transfers available to the recipients in XXXX for five days after I had informed them of the fraud. They knew that I had called their customer service saying I had no Xoom account and did not know the transaction in the email sent, canceled that transaction, and then allowed three similar transactions to go through. Then on top of all this, they offer the documentation to see what their rejection of my claim was based on, then refuse to send me the documentation and say they can only give it via a subpoena.

Company response to consumer: Closed with explanation