Complaints
This profile includes complaints for XE.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Requested transfer of 600USD to bank in ******** on 1/18. $600 was deducted from my U.S. bank account.Received an email on 1/19 that my account was closed with no reason stated.Funds have yet to be returned as of 2/1.
Business Response
Date: 04/04/2023
Dear ***********************:
Continental Exchange Solutions, ***** dba XE *** XE is in receipt of complaint number
18965656. The complaint noted that XE unjustifiably declined to open your account and
requested a refund.Our investigation determined that you attempted to process a transaction on January 19,
2023. Please note, in order to comply with various internal standards, legal, and regulatory
requirements, all account applications are subject to a series of automated and manual
checks. This specific account application was screened and found to be outside the risk
appetite of Xe.Due to the above reasons, XE rejected the transaction and closed your account. XE
processed the return of funds once the funds had cleared XEs own bank accounts.
XE regrets that as a result of its internal policies you were not able to have a more
satisfactory customer experience.Sincerely,
Consumer ********************* **************
Initial Complaint
Date:01/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried opening an account with XE.com so that I can transfer remittance to my employee and sub contractor in *****. I submitted all the documents that XE.com needed. For over 10 days, the account remained under review. And after calling support (thru chat option on their web site), no one could help me. Finally after so much frustration, I called again to close my account. I chatted with representative ********* and got disconnected in the middle. I also chatted with agent **** ******************* ***********************, he too could not close my account. He says his system is 'updating'. I just ended up wasting my time just to close my account. Account never got fully setup. And now I cannot close my account either. Sorry state of affairs.Business Response
Date: 04/04/2023
Dear *******************:
Continental Exchange Solutions, ***** dba XE *** XE is in receipt of complaint number
18962445. The complaint requested for XE to close your account.Our investigation determined that you attempted to open a business account. The
application went through a review process and XE requested for additional information.
While the application was still being reviewed, XE received your request to close the
account.On February 01, 2023, XE closed your account, and an email was sent to you confirming the
account closure.XE sincerely apologizes for the inconvenience caused by the delay in review.
Sincerely,
Consumer ********************* **************
Customer Answer
Date: 04/04/2023
I closed the account out of sheer frustration. I called them several times and each time the response was 'my application was under review'. This business is a joke. No business can function if XE takes weeks to review a simple application. I gave them everything they needed - my bank statements, my company information and much much more. They still could not get beyond the review process.
I am not asking for any damages or any recourse. I want my complaint to be known to all so that they are aware how sluggish is XE in its operations.
If this is their customer service on opening a new account, heaven help those that need help when an issue occurs during a money transaction.
Initial Complaint
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Jan 4, 2023 Your reference #C12825360 I have sent the money on Jan 4 and till now the recipient did not have the moneyBusiness Response
Date: 04/04/2023
Dear *************************:
Continental Exchange Solutions, ***** dba XE *** XE is in receipt of complaint number
18831188. The complaint noted that XE failed to timely process your transaction.Our investigation determined that you processed a transaction on January 04, 2023.
However, XE contacted you because additional information was required to release the
transaction. It was noted that you provided the requested information on January 17, 2023.Once the requested information was received, XE released the transaction for payment.
XE regrets that as a result of its internal policies you were not able to have a more
satisfactory customer experience.Sincerely,
Consumer ********************* **************
Initial Complaint
Date:12/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened an account and sent a small test amount to a contractor and they shut down my account immediately. I appealed but they won't give me any information on why. They also did deduct my payment out of my bank and refuse to release it. 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. Waste of time, incredibly frustrating and downright FRAUDULENT.Initial Complaint
Date:11/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I intend to transfer money to ***** so i went to xe.com site , Registered and put all my bank account information and tried to do the transfer . Transfer did Not took Place and They Closed the Account for NO reason .NOW THEY HAVE ALL MY BANK ACCOUNT INFO. AND I AM NOT ABLE TO USE THEIR SERVICES I AM WORRIED ABOUT MY BANK INFO. THIS COMPANY IS NOT TRUST WORTHY AND READING REVIEWS IT LOOKS LIKE SCAMInitial Complaint
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Xe.com claimed it could offer wire services to other countries. On 9/4/2022, it received $1000 U.S. dollars from me, but until 9/22/2022, it did not wire my money to my bank account in another country. Their customer service refused to refund my money and used an excuse that they needed to wait for their branch in another country to respond (which has not in 18 days).Initial Complaint
Date:09/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So, I get this letter from ************************** stating that they have unclaimed funds (amounting in total to $4000 dollars). The letter, dated July 25, 2022, states that if I do not return the completed letter by August 15, 2022, I will need to file a claim with the State Treasurer Unclaimed Property. Well, I signed it and sent it on-time (as the enclosed certified mail receipts can attest to). I have yet to be updated on the status of my claim, despite frequent attempts to call/email Continental ExchangeBusiness Response
Date: 02/15/2023
Re: Transaction No.: US1857492292, US1858690892
Dear ***************************:
Continental Exchange Solutions, **** dba ************* Services ***** is in receipt of complaint number
18027257. The complaint requested for *** to refund the above-referenced unclaimed transactions.Our investigation determined that you processed the above-referenced transactions on August 04, 2016. You
received a letter indicating that your transactions remained unclaimed and provided instructions on how to
claim the funds. The letter indicates that the funds need to be claimed by October 2022, or the funds will be
sent to the state.Our investigation also determined that your request to claim the funds were received. On September 23,
2022, *** mailed the unclaimed funds to you via check numbers ****** and 559468.Please contact us should you have any questions.
Sincerely,Consumer ********************* **************
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