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Product: ACN Xoom Energy
Price: Varies by area
Cheapest Place to Buy: ACN.XoomEnergy.com
Size of Container: NA
My Rating: 7 out of 10
ACN Xoom Energy, Service Overview
It’s income tax season again and if you itemize expenses like I do it is time to reflect on where our money went the previous year. It is good practice to balance your accounts monthly and weekly is even better but for those that wait until the end of the year, it’s time for a reality check.
Early last year I changed my energy provider from TXU Energy to Xoom energy. I did see savings starting the very first month but never did a side by side comparison until now. The only month I had not reviewed was the December statement, so we will be taking a look at this together in this ACN Xoom Energy review.
There was no real change in the reliability of services, but this is mainly because the companies that charge you for energy services only flip the switch and keep track of your usage, so they can charge you at the end of the month and they are not really responsible for making sure your lights stay on. This responsibility falls on the power companies that service the actual power lines such as the American Electric Power (AEP) company in Texas.
I explained this as the good because there was no service interruption when I switched. I just started getting invoices from Xoom a month later.
The only downside is that Xoom energy is not available everywhere, but they are expanding as more states pass deregulation laws. Click here to see if Xoom energy is available in your area and for updates on newly deregulated regions.
The only times I called and spoke to customer service were to activate my service and to transfer the account into my ACN Independent Business Owner (IBO) account. Yes, you can make extra money with ACN by becoming an IBO but that is a subject for another article. If you would like more information on ACN’s business opportunities, contact me here for more information.
The two calls I made to customer service I was helped by representatives that were very kind and helpful. They stayed with me throughout the entire call without those long silent moments many customer service departments are famous for. When they were going to take some time to complete a task they kindly asked me to hold and put some very smoothing instrumental music on.
Compare this to TXU’s customer service who by the way I never really had an issue with, either. They were also very kind and sent me a cash back gift card for about sixty dollars every January. That was nice of them but that only meant that I was such a good customer and that they were seriously overcharging me and that the least they could do was give me a little money back.
What really got me was that they never called to check in with me after six years of service with them, and two contract commitments. In fact, after my first contract expired I had to call them to ask about their current promotions. They were helpful and enrolled me in a plan with better rates based on my usage (with a new two-year contract).
What did bother me was that after my second contract ended, there was no call. They did not reach out to see if they could help me with my rates. But, the moment I found Xoom energy and transferred my service they called immediately to see if I would consider a lower rate plan to keep their service. They should have thought of that before I turned into a dissatisfied customer. I know they are a big company with many customers, but we are living in the information age, surely, they have a system that tells them what contracts are up for renewal. They could have taken the initiative to reach out and help their customer especially a tenured and loyal one who had already renewed their commitment once before.
Anyways back to Xoom Energy. So that is their good.
Since I am an easy customer to handle and I do not call customer service unless it is absolutely necessary, and I could not figure out how to resolve my issue online, it could be some time before I have another customer service experience with Xoom energy. It is too early to tell if there will be a bad experience with customer service.
We just started 2018 as I am writing this, and it would be a disaster if Xoom did not have an online presence at this point. That is a good starting point. Currently, Xoom energy’s online portal has options to make payments, pay deposits, change plans, renew service, update customer information, and cancel service. You can make a one-time payment, enroll or cancel auto pay, and most recently they added a tab to view your yearly activity including your invoices which is great because it was a daunting task finding your invoices prior to this.
It is great that they have online access, but the bad thing is that it is not very user-friendly. The site is very basic and honestly, I think they can do a much better job with their online platform. There is plenty of room for improvement here. For starters, before they added the Account Activity tab it was practically impossible to find a copy of your statement. I could literally spend 30 minutes clicking on every link and tab trying to find it, sometimes twice each.
Now that they finally added that tab the time has been cut in half to 15 minutes. That is no joke. I was trying to find my summary of statements earlier today to sum up my expenses to provide factual information on this post and it took me at least 15 minutes to find the tab. What peeved me even more was that I had been on the site just the day before and downloaded my most recent statement and I still could not remember where to find it. In case you need to access it in the future let me quickly tell you where it is.
Once you log in to your account at www.xoomenergy.com select the “Pay My Bill” button in the middle of the screen and your statements are in the “Activity Tab” at the far right of the screen. It currently has a green sticker that says, “NEW” on it. I hope that helps.
The next thing that I found difficult to find was my commitment term. I tried looking to see if I was under contract and if so when it would expire as part of my research but could not find it by the life of me. It was not under the “Renew Services” or the “Cancellation” tabs which would be the most logical place. I will have to call customer service. HA, my next customer service experience might come sooner than I thought. I will give you an update when I do.
Since I mentioned the “Cancellation” tab let me tell you that that option is not functional. You cannot actually cancel your service online. It just takes you to a cancellations page where they tell you they how sad they are to see you go and that you need to call customer service to cancel, which is understandable. It only makes sense that they want to talk to you before you cancel so they can try and keep you as a customer. I just ask that you don’t make the cancellation page a tab as if it were a key feature of the account platform if it’s not really an option. Put it in the Q&A or maybe in the support area as additional information on the site. I felt misled. I trusted you Xoom(haha). Its no big deal but it did make the bad section of the review.
This is the million-dollar question, will it save me money to switch? The simple answer is…(drumroll)…, it depends. It depends on the plan you currently have with your current provider. It depends on your location. It depends on your power company’s service fees. Yes, the bill you pay every month does not only include your service company’s fees but also the power company’s. Rates do vary and if Xoom offers you a lower rate per kilowatt your power company may have higher fees that outweigh the savings. You will have to consult with an IBO who can take a look at your statement and compare apples to apples. Click here to schedule a FREE, no-obligation consultation with an IBO.
In my case, I did see close to a $200 difference during an 8-month period. See the image below for a side by side comparison of my last year with TXU and the last 8 months with Xoom. It is important to note that I spent more time around the house in 2017 and therefore probably consumed more energy. I would have to look at my kilowatt usage. I will round up that information and give you all an update.
Also note that I switched my services in the middle of April, so I did see prorated charges on my first month with Xoom and my last month with TXU.
If you pay attention to the month of December, my charges jumped up higher than the same month the previous year with TXU. I am not trying to bat for Xoom here but this Holiday season I put up less lights around the house and put up more inflatable decorations. Two more to be exact and one of them was a helicopter with spinning propellers so you can only imagine how much energy that consumed.
You can see my ranking of Xoom energy at the top of this post. Overall, I have to say I am much happier with Xoom compared to TXU. It has not been a full year yet, so it is still early to tell if I will become a Xoom energy raving fan. I do like the savings so far and I hope it stays that way, but I would really like to see some improvement on their website.
What I really like about Xoom is their “Xtras”. They have a FREE loyalty program where you can earn points and win prizes just by being active on their online platforms. They are also very active in charitable projects. They truly are a pay-it-forward company.
I hope you found this review helpful and if you have any questions about XOOM energy or want to share your experience, leave a comment below.