Trevor G.

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!