My experience with Currency Exchange International at SouthPark Mall was absolutely horrible and…read moretook more than seven days to reach no meaningful resolution.
I originally requested $200 worth of Honduran lempira. CXI mistakenly ordered only 200 HNL, which is less than $10 worth of currency. The online portal showed that the order had arrived, but the branch never notified me. I traveled to the location believing my order was ready and only then discovered that the wrong amount had been ordered.
Because CXI's error left me without an appropriate amount of travel money, I had to place a second order and increase it to $300. I then spent days speaking with customer service trying to resolve a problem I did not create.
A representative named Cassidy assured me that CXI would take care of the issue, waive the fees, and work to match my bank's rate. I clearly explained that the bank's cash-currency rate was not publicly displayed online for noncustomers and that CXI would need to call the bank during business hours to verify it. Nevertheless, CXI repeatedly tried to handle the matter after 5:00 p.m., when the bank was closed, and then said it could not verify the rate.
During my final round of calls, a male customer-service representative was hasty, dismissive, rude, and openly hostile. He told me, in substance, that CXI did not have to do business with me and would not go below 0.042 USD per HNL. He questioned why other employees had told me CXI could match the bank's rate and resisted transferring me when I asked to speak with someone else.
I eventually spoke with Ashley Reyes, who was kind and professional. She explained that the system allegedly would not allow her to enter anything lower than 0.042. The issue was then escalated to a regional manager, who had not been informed and did not appear to know what had been happening. She also said she could not go below 0.042 and could only waive the transaction fee.
CXI had 8,242 HNL available. At its offered rate, purchasing all of it would have cost approximately $346.16. My $300 would have purchased only about 7,143 HNL. That was materially worse than the approximately 8,000 HNL available through the prevailing rate and a legitimate Honduran bank.
I understand that physical currency businesses charge a retail spread and do not normally provide the wholesale or market rate. That is not the point. CXI entered my order incorrectly, failed to notify me, caused me to make an unnecessary trip, required me to place a second order, made inconsistent promises, failed to contact the bank when it was open, and consumed more than seven days of my time. It then expected me to absorb the entire financial consequence of those failures.
CXI also needs to be transparent about its rate-matching claims. If its system cannot physically enter a rate below an internal minimum, employees should not tell customers that CXI can match a bank's rate without disclosing those restrictions.
I declined the 0.042 offer because waiving a transaction fee was not an adequate resolution. Although Cassidy initially attempted to help and Ashley Reyes was courteous, the company as a whole failed to accept responsibility. The rude representative's statement that CXI did not have to serve me was the final straw.
I would not recommend this location or company based on the disorganization, contradictory information, failure to communicate, lack of accountability, and unacceptable treatment I experienced.
