I recently used Xoom.com to send money abroad and had a very frustrating experience. I used Xoom because it was cheaper and more convenient than doing an international wire transfer at my bank. I actually used a coupon code that waived the $9.99 credit card transaction fee as well. For convenience and my privacy, let’s just say I sent $20. Without the transaction fee, I should be charged $20, but instead a $49.98 charge showed up on my credit card. That’s an extra $19.98, which looks like they double-charged that transaction fee.
Calling Customer Service
After emailing them and getting no response, I called their customer service line and finally spoke to someone after waiting on hold for 10 minutes. The call lasted 20 minutes and went no where. The rep asked all the typical info to verify my identity and the find the transaction in question. After explaining what happened, a little arguing, and another hold, the rep came back and said she pulled the wrong info and asked for my information again. Does that make any sense? During verification shouldn’t she have noticed the info I was providing was wrong? Now that I think about it, I’m wondering whether she pulled up any info the first time.
Mail in my Credit Card Statement?!
Then she asked me to send (snail mail!) in my credit card statement so they can verify I was overcharged. How does that even make sense? They charge me the amount, my credit card paid them that amount, so one way or another they have a record of it. Why would I need to mail in my statement to prove what I’m saying? I believe this is just a hurdle they use to make people give up. She seemed a little flustered as I was being forceful – perhaps this was going off script for her. So she put me on hold again (briefly).
Xoom, Get Your House in Order
Then she said their records show I was in fact just charged $20.00. I said my statement shows a $49.98 charge from Xoom Corporation and that I would have to pay that to the credit card. The simple fact is they overcharged me for no reason. She said again that’s why I should send in the statement. And I explained that there’d be no way for me to follow up on that, no way to tell if they received it or linked it my transaction, no way of knowing when they would get back to me, and the process would likely take weeks considering how this one call was progressing.
So she basically gave up and said that she would escalate this to a specialist and they’d get back to me within 24 hours. Then she mentioned they have trouble with their coupon system. Oh, come on. So I kindly explained that if no one gets back to me, I’d dispute the extra charge directly with my credit card company. And that was that.
So 30 minutes later and nothing was accomplished. Xoom is not worth the trouble if something goes wrong. Xoom has left me with a very sour first impression and I will not be using it again. I’d be extremely surprised if someone gets back to me. We’ll see.
But one way or another I’m getting that extra charge back. I don’t care if it were $5.00, it’s the principle. I just can’t stand getting ripped off, especially by people/companies that somehow think this is an acceptable way to do business and think they can get away with it.
A Positive Update: Issue Resolved
You can see below in the comments that Mr. Frank Walter, Xoom’s relatively new VP of Customer Operations, followed up with my case and got someone to help me resolve the issue. I have been refunded that extra fee. Mr. Walter admits to customer service problems and seems sincere in wanting to turn it around. Obviously a company VP can’t resolve everyone’s specific problems, but the fact that they’re acknowledging a problem and plans to improve is a step in the right direction. Many companies will never, ever publicly admit a problem.
The specialist the original rep mentioned never got back to me and everything I said originally is a true accounting of what happened. However, aside from the overcharge and my experience from calling in, the Xoom money transfer itself actually went through very quickly (1 day). I suppose they’ve had their coupon system fixed, lest they get deluged with more issues like mine.
If their customer service is up to snuff and technical issues like this are prevented, the service is great. But right now, if something goes wrong, dealing with customer service is a real pain. Obviously, time will tell whether their customer service improves, but if you don’t run into technical problems like mine, your money typically gets to the recipient fairly quickly.
The Xoom service is more convenient, faster, and cheaper than doing an international wire transfer at your bank, but slow and unhelpful customer service and technical glitches (if they happen) can cause a lot of frustration.