If you’re tuning in late and never saw the video, you’ll probably never see the video. I took it down because the story has a happy ending, at least for me.
I received a call from the president of Xoom.com and spoke with him at length. It was the kind of customer hand-holding that I desperately needed in the first place. The kind of customer hand-holding a customer needs when his money vanishes into the ether. The kind of customer hand-holding that the president of a company should not have to provide personally. They pay people to do that stuff.
At any rate, it was a nice conversation and there are several positives from this:
One, Xoom sent me a check for the full amount of the transfer, even though they’ve yet to find out where they sent the original money.
Two, they recognized fundamental flaws in the way the company was presenting itself to new customers.
Three, they realized they had a problem with the Polish banking system that needed to be fixed in a big way. Imagine this scenario: You send money digitally to some clerk at a bank in Warsaw who then prints out a piece of paper, hops on a motorcycle and drives seven hours to the recipient’s branch. Insane? Yes, yes we know.
Four, customer support needs some tough, tough love.
So, kudos to the way Xoom’s president handled it. Assuming they iron out the bugs, I would in fact be willing to try them again because theoretically it’s the best and cheapest way to send money to Poland.