LIKE EVERYTHING EXCEPT CUSTOMER SERVICE SPEED & AMBIVALENCE

“LIKE EVERYTHING EXCEPT CUSTOMER SERVICE SPEED &...”

Written on: 16/09/2012

I have been using Xoom for a year now and keep receiving emails to write a review and thought why? The service is simple, fast and effective. I love it. I assumed the benefits are obvious and anyone would realize that the first time they used it. That is how I felt until almost 2 weeks ago when I had to send funds to my son attending University in London to cover his rent for a new apartment so he had a place to stay when school started.

I transferred the max funds it would let me and then discovered they had not been sent. Now concerned my son would loose his accommodations I contacted tech support. From the conversation and call quality I suspect it is in India. Not a big deal but they definitely expressed no concern about my son or my situation. I had to supply all kinds of financial documents and answer a bunch of questions and after a day or so had my money transferred to my son.

They said they would be elevating my status to avoid this in the future after reviewing my personal financial information. Now over a week later and several ignored requests to let me know the status of my request, I am still unable to transfer any funds.

While I find it annoying and intrusive that Xoom finds it necessary to delve into my financials to allow me to pay them to facilitate transferring my money to my son to support him while attending a University, I have to believe and suspect there may be a government regulation requiring it. I simply don't know because the folks I talk with don't explain that and have a very unconcerned attitude and do not respond to my written inquiries.

Aside from this I find Xoom a great tool. It's very fast, efficient and a good value for the money.... Now if I could just send some or get an answer.