Carmen C.

Apparently this company is supposed to need proof of identity before processing transactions. Yet somehow, someone managed to use my old Paypal credentials (I was under the impression that the account was deactivated) to open a fraudulent Xoom account, and process a fraudulent transaction, with a fraudulent debit card opened under my name.

I reset my Palpay credentials and gained control of this Xoom account immediately and have been dealing with this mess since the 3rd of June. I have sent them an official affidavit, and mailed two written requests to resolve this issue and provide confirmation of all this in writing and 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 an official 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 them. They claim that I need to have local law enforcement submit a subpoena to them 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.

After I pointed out this last fact to them on June 26, 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.

Xoom has until July 30th to specifically provide me with the information regarding this mystery debit card and other records and documents connected to this fraudulent transaction. In the meanwhile, I have a mystery checking/debit account with my name floating around out there and the perpetrators are doing who knows what with it. Their handling of the situation so far does not give me a lot of hope...

If anyone else living in the United States is having issues similar to this I advise you to file consumer complaints with your state's Attorney General and the FTC. We consumers need to put pressure on this company to get their act together and not act so glibly about our identities being compromised.