Consumer complaint received 2018-07-15
Company: XOOM CORPORATION
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other service problem

Complaint:
XX/XX/XXXX, I started a transfer for $ XXXXUS to a XXXX bank account to confirm that the receiving account information is correct. The company sent me an email confirmation for the transaction which included the fee of {$4.00}. 
XX/XX/XXXX, received email confirming that funds have been deposited into XXXX bank. 
XX/XX/XXXX, received a second email confirming that funds have been successfully deposited into the account specified. 
This transaction confirmed that the account information, and that the company process functioned as intended. 
XX/XX/XXXX, I started a transfer for $ XXXXUS to the same XXXX account, from the same US account used for the test transaction. 
I received the transfer receipt email for {$1200.00}, then 10 minutes later I receive an email asking me to call the verification team and providing a US phone number. 
On calling they were asking for lots of " additional '' information, all of which they already had because it was provided when I started the first transaction. The lady spoke poor XXXX and I discovered that she was located in the XXXX, which made me a little nervous as to the person I was talking to and the reason she was asking for all this information. This was only compounded when I asked for the address of the company corporate office, and she didn't know. She had to go and find the information ( XXXX search? ) before she could give me that information. I told her I would find the telephone number through my own search and call back. 
This I did and called back to a customer service number. After a discussion they decided that they were unable to help and transferred me back to the verification team. I asked the customer service member to be sure to explain to the verification team that my identity had been verified before she transferred me. 
The information the verification team were asking for was directed more at obtaining personal information from me rather than trying to verify the transaction I was trying to make. Requests for information included a second phone number ( I guess one phone number isn't enough ) my relationship to the person in XXXX that I was sending the {$1200.00} to, their name ( they have that - its on the email along with the address, bank account information, my name and address and my bank account information ). They wanted to know where I was when I started the transaction, why I was sending the money - its for my wife to use because she is going to XXXX for a vacation in 10 days ( I told them this ) - and then they asked what she would be spending the money on! Finally they decided that I had to send them a copy of my ID and a copy of my bank account ( interestingly enough they didn't want them notarized, so it's really a worthless piece of information ) - even though they know the bank, the account number, and the routing number and would contact my bank as a matter of course before submitting the transfer. 
Throughout this whole process I felt like I was being singled out for some reason as I can not imagine that they ask this of every person living in the USA who wants to send a small amount of money to the XXXX. I finally gave up on the verification team member and asked for a supervisor. He wanted to get a supervisor to call me back but I had no confidence that it would happen, plus its now XXXX here and I didn't want my wife to be woken by an early morning phone call, so I told him I would hold. I finally got to speak to a supervisor and all I could get was the company line that the transaction couldn't go through until I provide all this additional information and send them via email my bank statement and ID. Eventually he hung up on me. 
XX/XX/XXXX at XXXX I received a cancellation email advising me that they have cancelled my transaction. 
2 minutes later I get a second email telling me the same thing. 
I went back to the first email from the XXXX - the money transfer receipt for $ XXXXUS - and right at the bottom are two links I can use to file complaints against the parent company. One leads here while the one for the state Division of Finance is a broken link so can't be used.. 
When I filled out the original application after logging into their website via their parent company, ( where I have had an account for probably close to 15 years now ) the application asked for all the information, full name, date of birth, SS number, bank information for me, bank information for the recipient along with their name address and XXXX phone number and my name and address and phone number. This information was all provided on that application. 
My bigger concern here is that they collected all the required information for " level 1 '' transactions on XX/XX/XXXX, and they were happy to complete that transaction. 
Their website indicates that I can send up to $ XXXX in a 24 hour period and a maximum of $ XXXXUS in a 30 day period, as that is what they call their " level 1 '' transaction tier. The second transaction 6 days later still falls well with the criteria for a " level 1 '' transaction and yet they are asking for information which equates to their top level transaction ( $ XXXX in 180 days ). I'm not sending money to a XXXX or drug haven country - it's the XXXX XXXX, and it's only $ XXXXUS for vacation spending money for my wife and yet they keep telling me that its a government policy requirement, although here in the US it's {$10000.00} before reporting restrictions come into effect. I've been in the same house ( purchasing ) for over 20 years, I've been in the same job for 10 years, my wife has been in the same job for 8 years, I have no criminal record, and only a speeding ticket shows on my driving record. My wife has to have a FBI background check for her work and we are both XXXX XXXX here legally, and were fingerprinted and photographed by XXXX XXXX just last year. There is nothing in my, or my wife 's background which could cause this transaction to be cancelled. 
I strongly feel that this is a " bullying '' tactic from the company to get unrelated information for whatever reason, and I am very careful about who I give personal information to. They didn't make me feel comfortable at the start of this process tonight and me expressing my concerns only seemed to make them more determined to have this transaction cancelled. I have no objection to providing information as it is required, but their pretense was " account verification '' ( my account with them ). Remember that they sent me the email, they provided all the information they were originally asking for in that email, along with the transaction tracking number. My ability to give them the tracking number that they provided, confirm an email or phone number or even a bank name should have been more than enough information for them to verify the account. But they just kept going and going even after I expressed concerns about their reasoning. Not a very satisfactory turn of event and one which made me feel very uncomfortable dealing with this company.

Company response to consumer: Closed with explanation