Complaint / review text:
The first time I called customer service, I asked how long it would take to transfer money from my bank account to a recipient's bank account in Korea, since I needed it to be transfered in 3 business days (initiated the transfer on February 9, needed it in Korea by February 13). They replied stating their advertised transfer times of immediately to 1 business day, so I went ahead with the transfer. I checked the next morning and the funds had already been taken out of my account. I then contacted them on February 10 to make sure the funds were on its way just to make sure the funds were on its way, and the customer service rep verified that it was sent to their Korea branch and that they would contact me by e-mail once they got a hold of their representative in Korea. I waited another day without reply and decided that I wanted my money back since the transfer was not happening and they obviously did not know what was going on. I called customer service again the next day and told them to cancel my transfer since it hasn't been deposited to the recipient's bank. They told me that it would be possible to cancel the transfer as long as they can verify with the Korea branch that the money wasn't deposited yet (which I had checked with the recipient that it wasn't deposited). After checking their system, they told me that the funds seem to have been transfered, but the recipient would not be able to see the transaction for another 2-3 business days. I did not understand why the recipient would not be able to "see" the transaction for another 2-3 days IF the funds really had been transfered. I asked them why, and the customer rep only responded saying "that is our policy".?!?!?? I told them to cancel the transfer immediately and the rep replied that she would contact me after she talked to the reps in Korea (AGAIN). To this day (Feb 16), I have not received EVEN ONE e-mail OR phone call that the transfer was made, canceled, or any such notification. I called the recipient and they told me too much money was sent, since I went ahead and paid extra to have it transfered through a local bank instead along with the initial xoom transfer. Xoom has been a horrible experience. Their customer service is bottom-line crap and the reps do not know what they are talking about. They will never contact you. If you need to send money quickly (within a week), then do not use xoom. Pay a little more to have to transfered through a bank. My bank transfered and confirmed the transaction the very next day.