Consumer complaint received 2020-02-11
Company: XOOM CORPORATION
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
1. I sent XXXX dollars to XXXX through the Xoom web page on XX/XX/XXXX. Its important to clarify, that the platform of Xoom is linked with my bank account and I had to log in to the bank and the Xoom system verified that I had enough funds to make the transaction. The system approve the transaction, however, the platform of Xoom was not working during the whole weekend and I could not see the evolution of the transaction. By next Monday XX/XX/XXXX I still have the money of the wire on my bank account ( Xoom has not make it the transaction yet ), and I got a message from my bank saying that the transaction with Xoom was rejected by insufficient funds and they discounted XXXX dollars for that. 
2. On XX/XX/XXXX I repeated the transaction, ( since the previous one has failed ) and I sent again XXXX using the platform of Xoom. Again, XXXX platform confirmed with my bank that I have enough money and the transaction went through successfully. 
3. On XX/XX/XXXX at XXXX XXXX, I got a text messages from Xoom, saying that both transaction, XX/XX/XXXX and XX/XX/XXXX have been approved and that the person in XXXX has received the money. Of course, the person in XXXX got the deposit twice. I checked on my bank account and I only have one discount. I did not have any negatives on my bank account neither. I tried to enter to the Xoom web page to se what was happening and is not working. They have been fixing the platform the whole weekend and still I am not able to log in and track my transactions. 
4. On XX/XX/XXXX at XXXX XXXX  y received an email from Xoom with a " Collection Notice '' saying that they have suspended my account. They say that completed my transaction and the person in XXXX received the money, but that I dont have money in my account. How the XXXX is possible that they made a transaction from my bank account, verified the amount, send the money, and now say that I dont have the funds? Of course, they are doing the transaction twice!!!! 
5. I called Xoom line of help to ask how could we solve the problem and reverse the second transaction. The answer was ... " NO WE CAN'T because the person in XXXX already got the money, now is your responsibility ask the person that send the money back and you should pay Xoom. UNBELIEVABLE!!!! 
6. I tried again to access to my account in Xoom to see if I am able to reverse the transaction. I can not access to my account. 
7. I called again to the toll free of Xoom, explained my case again and this person told me that she is going to REVERSE the transaction. She asked to what account I want to get the money back, and I said that to the account that they have linked. 
8. I called again to the toll free just to make sure that they have reversed the transaction. This time the person told me that was not possible and that the only solution is to ask to the recipient to send the money back and that I paid to Xoom. And the cherry of the cake : On the second phone call to the Xoom line, the person has not reverse my transaction. Instead she had authorize my bank account to discount the money from my bank account. If I did not call for the third time to the line, they would have taken my money out. 
9. I have been dealing with a simple wire the whole weekend and with this problem I waste my entire morning. Plus I will have to pay extra for the cost of the transactions and differences on the exchanges rates. Who respond for that? This is not serious!!!

Company response to consumer: Closed with explanation