Problems with Xoom.com
February 14, 2007
It’s Valentine’s Day but I’m not in the mood to give love to Xoom.com.
Last Sunday I used Xoom, the money transfer service, to send PayPal funds to a recipient in the Philippines. Yesterday I received an email notification that they are canceling my transaction and refunding my funds.
This was the first time it happened to me, but then again, this was only my second transaction with them. Last week, I made exactly the same transaction without a hitch. I sent PayPal to the same recipient and the funds were deposited to her bank account in just one day. Now, that’s really zoom, zoom, zoom.
But this latest transaction was not. Yesterday, two days after I initiated the transfer request, it got canceled without any explanation. They wrote that the transaction supposedly violated their Terms of Service (TOS). But what exactly this violation was was never explained.
PayPal, another online payment system, at least provides reasons whenever they are reversing transactions or issuing a chargeback. Xoom, on the other hand, wants you to call their US-based Verification Team if you want to know the reason for the cancellation. Why they can’t or won’t include this reason in your member page or at least the email notification escapes me.
So what I did earlier today, Valentine’s Day, was to contact Xoom’s Verification Team in the US. I called them up three times — all within their announced business hours (before 5pm PST time, February 13) — but I never got to talk to anyone.
All I got were machine responses such as “Your call is important to us… blah.. blah..” and “We appreciate your patience. A customer service representative will be with you shortly.” Yeah right. I held on for 10 minutes before deciding to hang up.
A simple search in Google yields hundreds of similar Xoom stories. There’s one who complained about his transaction also getting canceled without any explanation and another who ranted about Xoom’s poor customer service.
I don’t heart Xoom and I’m sure I’m not the only one.
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Related forum discussion: Your Xoom.com Experience
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