XE

No refund after 15 days. A fraud complaint has been filed. The support is terrible. No solution simply copied solution necklace already written.

This review is about the XE sold last year to a bunch of Yahoo's. Prior to this sale, I had transferred hundreds of thousands of dollars with XE without a single problem until yesterday... Mid-transaction, after receiving my trade confirnarion, XE's "verification team" decided that I was a risk, and cancelled the order. They then proceeded to not contact me about this issue, close my account, and not refund the money that was sent to them to fund the exchange a week earlier.

After a couple days of not seeing the funds in my Aussie account, I called XE to see what was up. Talking to their Canadian and New Zealand office was pointless as they 'had no access to help and could not offer me details". Finally on the third try, I got their US office who gave me their twisted tale, refused to tell me why I was deemed a risk (as per their policy), and told that I needed to request my bank to do a "charge-back" on an ACH transaction. They also were unable to escalate me, and informed me that no contact between clients and their mysterious "Verification Team" was allowed.

Finally after calling back every hour for a whole afternoon, reminding them that they were stranding my wife and young children in a foreign country, threatening to contact the media for help, and flat out accusing them of stealing, they finally got the point and refunded the money. I can only imagine how many people less familiar with banking and foreign exchange have been caught up in their terrible BS...

Bottom line, post sale, this is not the efficient pain-free Foreign Exchange company of past. Now they are a rude, questionably competent company, that does not honor their deals nor communicate with customers willingly. They hide behind their onerous terms of service and have trained their staff to confuse and obscure instead of assist. Please do not do business with them to save yourself a lot of time and effort if things go wrong...

Tl; dr: just use TransferWise instead - it's easier and much, much faster.

I had used XE for years - probably close to a decade - and hadn't needed to use my account for perhaps 1 or 2 years. I needed to send GBP 50 from my US personal account to my UK personal account, both of which I'd had registered for some time with XE (at least a few years). With no notification, they reversed my transfer and froze my account. I only found out when I followed up on the website to check the status of my transfer. I called on a Sunday and got their friendly New Zealand call center that couldn't help me with my issue and advised me to call back on Monday to get the North American office. I called back on Monday (today) and did get the US call center. The person was friendly and (manually) initiated my refund (which I feel should have been done automatically). I followed up with the reason as to why my account was frozen and, after a brief hold, was politely but directly told that a new audit had deemed me outside of their risk tolerance and that they "could no longer help me with future transfers."

While I fault the refund not being automatic as soon as it was denied, I cannot fault the customer service of the call center agents, who were both polite, friendly, and professional. However, between my first call around noon on Sunday and my second call at 11:45 on Monday, I was able to set up a TransferWise account, send two USD to GBP transfers, and have the funds arrive in my UK account. TrasnferWise leaves XE in the dust, so if you have not yet moved to TransferWise, do it now!

Beware of XE... be Wise and avoid XE like dog excrement... be Wise you'll get a much better rate elsewhere. I joined XE and my first transfer went smoothly, however they failed to process my second £20,000 transfer, so four days after the transfer, I contacted the helpline and had the misfortune of dealing with an apparently inept staff member who was unable to access the relevant information. After he wasted my time for a few minutes I asked him to email me regarding the issue he was having. A few hours went by and I received no email from them, so I emailed the help desk and I also used live chat to requested an immediate full refund of my £20,000 to the original GBP account I made the initial transfer from, as it had become apparent they could not be trusted to handle my money in a prompt, professional and trustworthy manner. Jordan on live chat refused to provide his full name but said the transfer had been actioned. However, when I checked my account there was no refund. I applied pressure throughout the day including a threat to report them to the governing body, but this had no effect. Sadly, its taken 14 emails, 4 Live Chats, 1 Telephone Call, 1 Complaints to their bank, 1 Complaint to the financial ombudsman, and multiple threats of High Court Action in order to receive a refund and this has used up approx. 16 hours of my valuable time dealing with several individuals especially Reena Johal who stooped so low as to ask me 'where my nearest hospital is' in an email it sent, maybe more suited to a shoplifting roll than handling other people's money. Finally XE refused to compensate me for wasted time. Due to my experiences with them I would consider them an absolute disgrace to the money transfer markets and not a company I would trust with even the smallest amount of money... be Wise and avoid XE like a pool of vomit... be Wise you'll get better rate elsewhere.

Very bad experience. I was robbed by them for $86 dollars by did not transfer anything for me! And no justification for the charges.

Hi can anyone can advised I transferred money to XE and its been 3 weeks and still the money wasn't received. Can I get my money back?

Opened an account I Made my first transfer with Xe to the south africa from US. After spending over an hour going through their tedious account opening and transfer process I filled out all the proper information i needed and i also filled out a proper information for my recipant that her bank gave her. Swift code, account number, acount name, etc.Tried to make a transfer and went through all the regulatory and security stuff. Pressed confirm button including 6 digit verification code, which said it was OK.Shortly after I got an email from Xe telling me Your Xe account has been closed. We will not be able to provide any further information as to the reason why.
We apologise for any inconvenience this may cause."my account was permanently cancelled. No explanation! No nothing! I tried to get customer service through chat, still my account remained close. The transaction wasn't completed in minutes I appealed but they won't give me any information on why. They also did deduct my payment out of my bank. They have all my personal information AND MY MONEY but won't let me appeal the decision to shut down my account. I've read the documentation and I can't figure out what I could have done to trigger a closure.this is incredibly frustrating and disappointing experience.please kindly refund me my money I tried this service because the rate seemed good and they promised it would be faster than the bank i have been contacting XE by email and phone for days now but yet still have not solve the solution to my problem please i need my money back

My informations are listed below with prove of payments that my money was taken from my bank card

Contract number...C*******
Client number...XEMT*******106

While researching several money transfer options, I've discovered that XE's rates were "the best", and almost fell for them. However, a few red flags stopped me short from proceeding.
First, the "account manager" was trying to impose "the feeling of losing out", being at the same time quite impolite.
Second, the "account verification" process was very cumbersome, and I had to submit my driver license and a selfie several times, while being "denied" a few times by their "compliance team". It was "successful" only after some five attempts and several calls/emails to them.
Third, there are NO native English speakers at the company, at least, at the customer service side.
Fourth, the company is located in Toronto, yet there is no chance to find it either on any map or even in any real review.
Fifth, they "DBA", or "Do Business As", while the registered company name is different, and it is NOT registered in Canada. Instead, there are a few strange outdated links to US companies, that are also quite a problem to find.
Sixth, and the most suspicious one was, when the "account manager" asked for my Social Security number, claiming this is their procedure. After I asked how the SSN was going to be used, he murmured something like "it will be stored in our system". Needless to say that they are NOT a government-operated organization, and has nothing to do with SSNs. Moreover, on their very website it is stated that they "will never solicit SSNs in e-mails or any other form except their system".

So, despite the transfer cost and exchange rate USD/EUR they offered was quite better than rivals', and despite a lot of [obviously paid] positive reviews all over the Internet, it stunk quite fishy to me to trust them.