Submit a complaint to Customer Service (EU & EEA Customers)

Please provide us with a few details about your complaint and click 'Submit' – we'll get back to you as soon as possible.

Xoom, a PayPal Service Complaint Code of Practice

At Xoom, we aim to provide you with the highest possible standard of Customer Service. If you feel that the level of service you received was unsatisfactory, please let us know so that we'll have the opportunity to set it right.

Click here to view additional information about the complaints process.

Step 1 - Submit a complaint to Xoom

How can I make a complaint:

Formal complaints against Xoom, a PayPal Service can be submitted below or via telephone. View European phone numbers

What we'll do and when:

We’ll send you an acknowledgment of the filed complaint within 10 days of receipt. We’ll do our best to provide you with an answer or resolution to your complaint within 15 days for payment-related complaints. In exceptional circumstances, the timeframe may be extended to 30 days to allow for our investigation. If we need to extend this timeframe, we’ll notify you after 15 days and outline the research to date. For all other complaints, we will respond within one month.

By completing this form and providing your signature, you accept the following declaration:

"To the best of my knowledge, the information I have provided below is accurate. I understand that to investigate this complaint, Xoom, a PayPal Service may need to share details and discuss my complaint under the terms of our Privacy Policy."

If you are satisfied with our response, there is no additional step needed. If you are still not satisfied, please follow Step 2 below.

Step 2 - Escalation to our Head of Complaints Office

If you’re not satisfied with the response or outcome of your complaint, you can escalate it to PayPal Europe’s Head of Complaints Office (the contact details will be provided to you in the final response to your complaint).

Please note: this escalation is only available to customers who have submitted a complaint (i.e. Step 1 cannot be bypassed).

The Head of Complaints Office will acknowledge your escalation and will aim to issue a response within 15 calendar days. This final response will explain the outcome of our review and, where applicable, your options for external escalation.

Step 3 - Escalation to an alternative dispute resolution entity

If you're not satisfied with our final response, you have the right to refer your complaint to an independent dispute resolution service:

• Commission de Surveillance du Secteur Financier (CSSF). The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg. You can contact the CSSF-Département Juridique at 283, route d'Arlon L-2991 Luxembourg. You may obtain further information regarding the CSSF out-of-court complaint resolution procedure at https://www.cssf.lu/en/customer-complaints/ or by visiting the Consumer Redress page on the European Union site at https://consumer-redress.ec.europa.eu.

Escalation to the CSSF must take place within one year of the date you first complained to us (outside this deadline, your complaint will not be admissible for their review).

• European Consumer Centre (ECC-Net) in the EU, Norway and Iceland (collectively the ECC-Net), which is available, free of charge, to assist consumers by providing guidance on their rights and support in amicable dispute resolution.

You can find more information about other alternative dispute resolution bodies to which you can refer your complaint in https://www.xoom.com/user-agreement

Please always attach the final response you’ve received from us and provide the email address associated with your Xoom account.

Please note: You may escalate your complaint externally to an alternative resolution body once you have received our final response, or if you have not received any response within one month of contacting us. This does not affect your right to bring the matter before a court at any time.

“Customer Service" is Xoom’s Customer Service which can be accessed online through the webform on this page or the Xoom Help Center at any time or by calling the Customer Service number located on the Xoom website.

For Xoom users in the EU & EEA: PayPal (Europe) S.à r.l. et Cie, S.C.A. is a credit institution (or bank) authorised and supervised by Luxembourg’s financial regulator, the Commission de Surveillance du Secteur Financier (or CSSF). CSSF’s registered office: 283, route d'Arlon L-2991 Luxembourg. The CSSF maintains a register of the organisations that it regulates at https://supervisedentities.apps.cssf.lu/index.html?language=en#Home. PayPal is number B00000351 on the register, but you can also look us up on the register by our name. Trade Register Number: R.C.S. Luxembourg B 118 349.

"User", "you" or "your" means you and any other person or entity entering into this Agreement with us or using the Service.

"Complaint" is any oral or written communication received from or on behalf of a Customer that expresses dissatisfaction with PayPal Europe product, service, policy, third-party vendor or employee. A Complaint does not include requests for information or assistance, unless the nature of the inquiry suggests concerns about unfair or deceptive treatment, or discrimination.