Report Abuse

“Generally ok but needs lots of improvement”

Written on: 17/09/2012

I have been using Xoom for past one and half years and my experience so far good with speed of the service but pathetic if you get into issue and reachout to the customer service team.

I had an experience when I wanted to have my monthly limitation lift to increase more money sending option to India. The customer service people advised me to call them after I cross $2500 so they will put me into another department who will guide me how to achieve that status.

The team who collects that information seems to be an Asian team operates out of USA and their telephone lines were too bad to hear even a single word. In spite of multiple times suggesting them to get that corrected, no one took that seriously. Secondly the acsent that they use is also hard to understand and thirdly they don't even acknowledge for the document I had to sent to increase my limit. The beauty they collected even SSN to run credit check and reported no status for couple of days and disappeared with an answer we will let you know (but when?).

Initially they didn't mention that they are going to run credit check to incease my sending limit, It was crazy idea if I were know it before hand and wouldn't bothered to process the same.

Finally they rejected my request to lift my limit and left damage to my credit history.

So I would recommend anyone to use Xoom only with the whatever is available, unless there is no issue this service will work. If any time you need to interact with their firstlevel or second level customer support team, it sucks.

The important thing that this is a money related service but the backend tema who works offshore doesn't know about the concept of credit history in USA hence they feel like they just do some favor for the customer by just running the credit etc.

I have given my recommendation for better telephony, cusotmer service poeple and very importantly improved service quality to know what really customer wants. I hope someone senior from XOOM sees this message.

Overall it is ok to use XOOM but definitely not deserves excellent or outstanding ratings.