Revolut pre-paid Mastercard

plusman

stevenpc wrote: »

the latest software is suposed to improve the online chat support.

I am using the latest version (Android app; just downloaded it last night and have just checked that it is the latest version).

Yolina

stevenpc wrote: »

the latest software is suposed to improve the online chat support.

A software update is not going to make someone answer faster if they haven't got enough staff available to do so though

As much as I like Revolut, my experience is that their CS is a bit flaky and they really need to improve that.

plusman

I finally got a response from Revolut via the app - 2.5 hrs after requesting it.

So I guess that at the moment you might just have to wait for them to respond.

eDicky

plusman wrote: »

I finally got a response from Revolut via the app - 2.5 hrs after requesting it.

So I guess that at the moment you might just have to wait for them to respond.

I also waited much longer than usual for a response this morning, so maybe you caught them on a bad day, staff off with flu and such. At least they are recruiting more CS staff, they know it's a problem.

For interest, what was your actual top up problem and its resolution?

plusman

I was trying to load £30 onto the card but it kept telling me that my UK Visa debit card was denominated in USD and that I might have to pay currency fees. This happened twice, but then worked ok the 3rd time (just as I was writing an email to them and wanted to check the exact error message wording).

eDicky

plusman wrote: »

I was trying to load £30 onto the card but it kept telling me that my UK Visa debit card was denominated in USD and that I might have to pay currency fees. This happened twice, but then worked ok the 3rd time (just as I was writing an email to them and wanted to check the exact error message wording).

I have often seen this warning message, it comes up when the card you are topping up with is detected as being issued in a country whose national currency is not the same as that of the balance you are trying to top up - eg. topping up the euro balance with a euro denominated card issued by a British bank. It is safe to ignore the warning and continue, as long as the currency of the card is the same as that of the balance you are loading.

But it is certainly strange that the warning appeared when using a UK issued debit card to load GBP - unless you had the USD or EUR balance on screen and were about to load that by mistake.

EDIT: Reading you again, I see that's not the case. Is your debit card connected with a US bank in some way? With a real USD debit card the 3% fee is shown when using it to top up.

plusman

No it is a NatWest visa debit card.

Peribanu

My experience of contacting support a few times recently has been very good -- I think the most I've had to wait for a response is 20 min, but in an emergency situation (family member's card AND phone stolen abroad), we had a response to block the card via in-app support (on another phone) within 5 minutes. It's possible that they have some prioritizing of messages, whereby a problem topping up is given less urgency than a message about a stolen card.

Having said that, I have the feeling Revolut is growing fast, and they may have problems scaling customer support. They certainly need a more sophisticated question-and-answer system, because plusman's query could have been answered by automatically returning an FAQ entry in the in-app support.

eDicky

plusman wrote: »

No it is a NatWest visa debit card.

So the cross-currency warning was just a strange anomaly. If your confidence is not too dented and it happens again, just dismiss it by tapping 'Continue', having made sure that the card currency matches that of the balance you are loading and 'No Fee' is shown beneath the amount entry.

MikeB-R

I have had this warning come up once or twice, but I now found the problem . It is quite easy to accidently change the currency £, $ or € on the screen of your smart phone and if you are using a UK bank to load the card and have accidently changed the currency to $ or € you are trying to pay in that is when the warning comes up. Just look at your screen and go back to £ and that will fix it.