Scams can affect anyone, and some people need extra support at different times — because of health, bereavement, financial stress, language needs, accessibility needs, digital confidence, pressure from another person, or because a scam has affected their wellbeing. Tell us if you need extra support. We may be able to communicate more clearly, give you more time, support accessibility needs, use a safer contact method, or help you involve a trusted representative where appropriate.
If someone is pressuring you
If someone is telling you what to say, asking you to keep a payment secret, or making you feel unsafe, pause if you can, and contact us through an official channel once it's safe to do so. If you're in immediate danger, contact your local emergency services first.
If you're helping someone else
If you're a family member, carer, or trusted person helping a customer, we may need the customer's consent before we can discuss their account details. This protects their privacy and security.
The emotional impact
Being scammed can feel upsetting, embarrassing, or overwhelming. You're not alone, and reporting what happened is a normal part of putting it right, not something to feel embarrassed about. Remitly's victim support guidance makes a similar point: fraud is emotionally and financially stressful, and no one should have to deal with it by themselves.
Accessibility support
Xe provides accessible services and supports customers with different needs. You may be able to access support through alternative communication methods, accessibility assistance, authorised relay services, or additional customer support channels. Tell us if you need extra assistance, so we can support you in a way that works for your circumstances. See Xe's Accessibility Statement for more information.
Protecting older customers from financial abuse
Fraudsters often target older adults through impersonation scams, investment scams, romance scams, fake charity requests, family emergency scams, and other forms of financial exploitation. These scams often rely on trust and familiarity, pressure and urgency, isolating someone from family or their support network, complex financial or technical information, and emotional manipulation.
If you're concerned that you, a family member, or someone you support may be at risk of financial abuse: take time to independently verify any request for money, get advice from someone you trust, and contact us if you need extra support. We're committed to supporting customers who may be vulnerable to financial harm, and can provide extra assistance where it's needed.