Consumer complaint received 2020-08-10
Company: XOOM CORPORATION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2020, an account was fraudulently opened with Xoom.com under my name and email. On the same day, a transaction in the amount of {$50.00} was processed under this account to wire funds totaling {$49.00} to a XXXX XXXX in XXXX XXXX XXXX, XXXX, IL XXXX using an unknown to me Visa debit card under my name with a billing address of XXXX XXXX XXXX, XXXX, Fl XXXX. The account only showed that it was a Visa Card, the last four digits of the debit card, and the billing address so I do not know the financial institution [ FI ] that issued this unknown card under my name. My research showed that the property on the XXXX address is owned by XXXX XXXX XXXX registered in Delaware and operating out of New York so it is likely a rental property and I was not able to verify who the current tenents/suspects in that location are. 

I reset my XXXX credentials, gained control of the Xoom account, and contacted Xoom Corp via their website and email regarding the fraudulent account and transaction, and submitted an affidavit. I have also mailed them two formal written requests, sent via certified mail with return receipt, asking them to resolve this issue and provide confirmation of all this in written formal statement. I included proof of ID, officially filed reports, etc with these written requests. 

They said that I would not be held responsible for the transaction via email and phone but I have not received a formal letter stating so. Also, not only is the Xoom account still open, but the fraudulent transaction is still listed on this account. Worst of all, they refuse to provide the name of the issuing financial institution for this mystery debit card opened under my name so I can file a dispute with the financial institution. 

First I was informed via email on XX/XX/2020 that they " will wait for any notification or report from the payment source owner ''. Then on the XX/XX/2020, I spoke to a " XXXX '' who told me that she would forward my request for the FI information to their fraud department. On XX/XX/2020, I spoke to an " XXXX '' who told me that they were still investigating and gave me a time estimate of 5 workdays. On XX/XX/2020, I first spoke to a customer service agent who told me that the FI info was not available to them due to encryption or some nonsense, I then spoke to a supervisor named " XXXX '' who told me that I would have to have local law enforcement authorities subpena Xoom Corporation for the FI corporation due to them having to follow " due process '' despite the fact that I am not asking for any personal or proprietary information. There is also the fact that according to section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ), I am entitled to be provided with copies of business records relating to the fraudulent account and transaction no later than 30 days after the receipt of the request and that the law directs them to provide me these documents at no charge, and without requiring a  subpoena. 

I filed a complaint with the XXXX XXXX XXXX [ XXXX ] again asking for the name and contact information of the financial institution that issued the fraudulent card under my name. Once again, Xoom Corp insisted on a subpoena from local law enforcement. After I pointed out section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ) to Xoom Corp and uploaded a copy of the statute via XXXX 's complain hub on XX/XX/XXXX, I was informed that they would advise one of the members of their fraud team to contact me to assist me further. I have still not heard back from them via phone, email, or postal mail. 

I also filed a complaint with the Pennsylania Attorney General 's Office but Xoom never responded back to their inquiry. 

It has been more than 30 days since Xoom Corp received my formal written request asking for copies of business records relating to the fraudulent account and transaction but they have not responded at all to this request.

Company response to consumer: Closed with explanation