Consumer complaint received 2025-05-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: Paypal Holdings, Inc
State: NC

Complaint narrative:
b'I am filing a complaint regarding two international transfers made through Xoom, a PayPal company, which were charged to my credit card but never received by the intended recipient.  Despite my repeated efforts to resolve the issue directly with the companys customer service, Xoom has failed to provide either proof of delivery or a refund.  The two transactions in question are XXXX XXXX XXXX XXXX XXXX XXXX charged to my XXXX XXXX XXXX card ending in XXXX and XXXX from XXXX XXXX XXXX XXXX charged to my XXXX XXXX XXXX card ending in XXXX).  Although Xoom marked both transactions as "completed", the intended recipient at XXXX XXXX XXXX (account xXXXX) never received the funds.  I confirmed this by 1) reviewing the recipients bank statements from XXXX XXXX through XXXX XXXX XXXX speaking directly with the recipient and a representative from XXXX XXXX; both of whom confirmed no such deposits were received, and XXXX) confirming that there have been no refunds issued to my credit cards.  In multiple good-faith efforts to resolve this issue, I have contacted Xoom customer service several times.  After first contact on XXXX XXXX XXXX, Xoom prematurely tried to close the case without reviewing the relevant documentation (the recipient\'s bank statements showing the transfer was never received).  Later on, XXXX XXXX XXXX  Xoom told me the bank statements I submitted were "invalid" because they did not cover the continuous timeframe from XXXX XXXX through XXXX XXXX.  Therefore, on XXXX XXXX XXXX I uploaded the recipients complete continuous bank statements from XXXX XXXX through XXXX XXXX.  At that time, Xoom again tried to prematurely close the case without providing any proof of delivery.  I called Xoom again on XXXX XXXX XXXX at which time the representative acknowledged receipt of the statements and that they would request proof of disbursement from their transfer partner in XXXX.  I did not hear anything back from Xoom, so called back their customer service number (XXXX XXXX XXXX XXXX) on XXXX XXXX XXXX  at XXXX XXXX XXXX  During that call, I was told that the recipient\'s bank statements I provided were now confirmed as valid, acknowledgement that the funds that were allegedly "sent" were not found on the provided statements by the Xoom team, and that the case would be escalated to the refunds team.  I was told at that time that there would be resolution to the case within XXXX XXXX.  I called back on XXXX XXXX XXXX at XXXX XXXX XXXX to follow-up again after receiving no resolution by the promised XXXX hour deadline.  At that time, the Xoom representative said that they still needed to contact the transfer partner and requested an additional XXXX  hours.  I waited the additional XXXX hours before calling back on XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  During this call Xoom reversed their earlier statement that the statements I provided were valid and failed to provide any proof from their transfer partner in XXXX that the payments were actually delivered.  This shows inconsistent internal handling, failure to honor their escalation process, and no intent to resolve the issue despite receiving full documentation and repeated outreach.  In summary, I have made two transactions via Xoom that were never delivered to the recipient.  I have submitted all the requested documentation to Xoom.  Despite this Xoom has not provided any proof of disbursement or a refund.  The total disputed amount is XXXX.  These funds appear to be lost or undelivered by Xoom or their transfer partner.  I have made multiple good faith efforts to resolve this issue directly with Xoom without resolution.  Therefore, I am requesting help from the Consumer Financial Protection Bureau.  I respectfully request the Bureaus assistance with investigating Xooms handling of these transactions, requiring Xoom to provide proof of delivery or process a full refund, and ensure the companys compliance with consumer protection law governing remittances.  With this submission, I have attached the recipients bank statements showing that there was no delivery of the funds from Xoom, my credit card statements showing the charges without refunds, screenshots of the Xoom transactions in question, and copies of my email correspondence with Xoom.  Thank you so much for your time and help with this.  Please let me know if there is any other helpful documentation that I could provide.'

Company response to consumer: Closed with explanation