Currency Exchange International: most-reported complaints
Automated analysis of 552 public Trustpilot reviews published 2026-06-18 to 2026-09-24. TrustScore 4.7 from 5,433 total reviews — see the Trustpilot page. Quick answer: is Currency Exchange International legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, which accounted for 51% of the 59 complaints identified in the analyzed period. Overcharging was the second most frequent issue, cited in 15% of complaints, while delivery failures and other concerns each made up 10%. The trend for late deliveries and failed deliveries is rising, whereas other complaints are falling.
The company claimed its Trustpilot profile on 2020-07-17, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 3 of 12 in Currency Exchange Service. We last checked this profile on 2026-09-24 and found 40 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (98%, 3.3d) · 2026-08-20 (99%, 3.3d) · 2026-08-24 (98%, 3.3d) · 2026-08-27 (98%, 3.3d) · 2026-08-30 (97%, 3.3d) · 2026-09-02 (96%, 3.2d) · 2026-09-08 (99%, 3.3d) · 2026-09-11 (98%, 3.3d) · 2026-09-14 (95%, 3.3d) · 2026-09-17 (98%, 3.3d) · 2026-09-20 (97%, 3.3d) · 2026-09-24 (95%, 3.3d).
Severity: 7% of this company’s 59 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2025, 46% of 11 one-to-three-star reviews were 1★; in September 2026, 38% of 16.
Counted from April 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 8.0 days between the experience and publishing their negative review (418 reviews record both dates).
What their policy promises
complaint process: efficiently, professionally, and in a timely manner
“We promise to address your complaint efficiently, professionally, and in a timely manner”
support availability: within 48 business hours
“Generally, we are committed to returning your call within 48 business hours to discuss the matter with you.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 358 negative reviews that received a public reply, the median wait was 2.1 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 358 company replies to negative reviews analysed, 25% engaged with the specific problem and 46% were generic templates.
52% of its 455 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 51% of this company’s complaints vs a 10% median across 16 ranked companies in its sector.
Review velocity: 2,495 of this company’s 5,433 Trustpilot reviews (46%) were written in the last 12 months.
What are the most common complaints about Currency Exchange International?
Delivery late
30 reports · 51% of complaintsrising since 2026-09“You charged me for 2nd Day Air on a shipment that will most likely take a full week.”
The company replied on 2026-09-14: “Hello Robin Schild, thank you for taking the time to give us your feedback. We apologize for the delivery issues you experienced with FedEx. We strive to provide a seamless experience and will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Ended up taking 4 days (6 days counting the weekend) and I had to leave before my Euro arrived.”
“It was promised on Friday. I don’t have it.”
Overcharging
9 reports · 15% of complaintssteady“You charged me for 2nd Day Air on a shipment that will most likely take a full week.”
The company replied on 2026-09-14: “Hello Robin Schild, thank you for taking the time to give us your feedback. We apologize for the delivery issues you experienced with FedEx. We strive to provide a seamless experience and will…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“you charged y credit cards another $62 and change as a fee.”
The company replied on 2026-09-11: “Hello, thank you for choosing CXI and for taking the time to give us your feedback. We do mention on the OnlineFX website that some credit card companies may categorize this transaction as a cash…”
Our classifier read this reply as a deflection.
“Was charged a lot of $ for this transaction”
The company replied on 2026-08-21: “Hello, thank you for taking the time to give us your feedback. We apologize for any inconvenience you experienced with the transaction cost. Please be advised that your credit card company may…”
Our classifier read this reply as a deflection.
Delivery failed
6 reports · 10% of complaintsrising since 2026-09“Today is August 24th and I STILL haven’t received my currency.”
The company replied on 2026-09-04: “Hello Kent, thank you for choosing CXI and for taking the time to give us your feedback. We apologize for the delivery issues you experienced with FedEx. We strive to provide a seamless experience…”
Our classifier read this reply as a template response.
“Fedex has not delivered my package and now they are talking about its Lost or Stolen.”
The company replied on 2026-08-14: “Hello Brandon James, thank you for taking the time to give us your feedback. We apologize for the delivery issues you experienced with FedEx. We strive to provide a seamless experience and will…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“However it was simply dropped at my door.”
Other
6 reports · 10% of complaintsfalling“Today I get multiple fraud alerts on my bank debit card. More than $2,000 of items ordered”
The company replied on 2026-08-17: “Hello Norene, thank you for choosing CXI and for taking the time to give us your feedback. We are sorry to hear about the issues you experienced with your bank debit card. We take security very…”
Our classifier read this reply as a template response.
“you gave me 350 euros in large bills.”
The company replied on 2026-09-04: “Hello Marie, thank you for choosing CXI and for taking the time to give us your feedback. While we understand your complaint, unfortunately with some currencies there can be scarcity of certain…”
Our classifier read this reply as a template response.
“Asked for small bills and of the $800 euros, they gave me 6 $100 bills!”
The company replied on 2026-06-25: “Hello Karen, thank you for choosing CXI and for taking the time to give us your feedback. While we understand your frustration, unfortunately with some currencies there can be scarcity of certain…”
Our classifier read this reply as a substantive response.
Support unhelpful
6 reports · 10% of complaintsfalling“During the conversation, the line was disconnected but he didn't call me back.”
“Requested small denominations and received large denominations for a majority of the currency.”
The company replied on 2026-09-04: “Hello, thank you for taking the time to give us your feedback. While we understand your complaint, unfortunately with some currencies there can be scarcity of certain denominations, whether large or…”
Our classifier read this reply as a template response.
“Fed Ex tracking indicates my package has been sitting in Independence, KY since 8/19/26.”
The company replied on 2026-08-24: “Hello Peggy, thank you for choosing CXI and for taking the time to give us your feedback. We apologize for the delivery issues you experienced with FedEx. We strive to provide a seamless experience…”
Our classifier read this reply as a template response.
Support unreachable
4 reports · 7% of complaintsrising since 2026-09“Ended up taking 4 days (6 days counting the weekend) and I had to leave before my Euro arrived.”
“During the conversation, the line was disconnected but he didn't call me back.”
“calling your national 800 number on a Sunday is a waste of time. Your website does not list your local phone number.”
The company replied on 2026-07-12: “Hello Christian, Thank you for choosing CXI and for taking the time to share your feedback. We’re sorry to hear about the frustration you experienced while trying to locate our Stanford Shopping…”
Our classifier read this reply as a substantive response.
Compare Currency Exchange International with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.