Revolut - Poor customer service

lazer-zxr

Hi all,
I took out the Revolut card offer FREE5 , load £20, spend and get free£5.

I carried out the £20 load and spend, but the free £5 did not appear.

I have since tried to contact their customer services, but get no response. I have emailed and messaged them, and tweeted them, but still no response.

Has anyone else had an issue? Are they still in business?

LZR

Anthorn

The lack of support was one of the reasons why I withdrew my funds and closed my account. The other reason was that they did not supply my physical card and could not provide a secure means of providing identity documents. I put funds on it and converted to Euros but never got the chance to spend on it.

paragon909

I've noticed that the customer services has gotten worse as they have gotten more customers. I went to Morrisons fuel originally my transaction void but still authorised money, So I had to pay again. I sent them the declined receipt to release funds, And they just said no, wait 10 days. Even after being told the funds would be released.

vouch0r

revolut was a godsend for my travels, getting hold of revolut has been a nightmare especially if you think live chat will get back to you quickly..

was logged out numerous times on my trip and had to get hold of them internationally... not fun.

good rates though

eDicky

Revolut say that a focus of their recent new investment will be 'expanding the customer support team ' and I see that they are actively recruiting, so hopefully the situation will improve. At least they do not outsource to Asia, which would probably make it even more frustrating.

I have made use of their services in various ways, and seem to have been lucky in having any issues resolved using the support chat, although it takes a bit of patience sometimes. Let's hope they survive. They have had to plug a few leaks that were costing them too much, be aware of their new 'fair usage policy':

https://revolut.com/fairusage

vouch0r

what other leaks were there? were people withdrawing large amounts of money that should have been transferred or something ?

eDicky

vouch0r wrote: »

what other leaks were there? were people withdrawing large amounts of money that should have been transferred or something ?

I'm not sure what you mean. Withdrawals and transfers are both free of charge. I meant revenue 'leaks', services that were costing Revolut to provide free of charge, so they felt the need to put some limitations.

When opening the app today, a notice came up first about the 'fair usage'.

Anthorn

eDicky wrote: »

I'm not sure what you mean. Withdrawals and transfers are both free of charge. I meant revenue 'leaks', services that were costing Revolut to provide free of charge, so they felt the need to put some limitations.

When opening the app today, a notice came up first about the 'fair usage'.

Personally, I view it differently. They had to monetise it sooner or later and fees are the way to do that. They could never survive as a free service on transaction fees alone. Depending on where you are and what currency you're using their could be little to no difference between Revolut and other travel cards.

eDicky

Anthorn wrote: »

Personally, I view it differently. They had to monetise it sooner or later and fees are the way to do that. They could never survive as a free service on transaction fees alone. Depending on where you are and what currency you're using their could be little to no difference between Revolut and other travel cards.

Yes, that's another way to look at it. I think they fully intended to keep it totally free and attract a large enough customer base to survive on the interchange fees, but it's costing more than expected in the process.

Yesterday I had to contact CS about a transfer that wasn't received, using the support chat it took 50 minutes. Of course I was doing other things meanwhile, and it would have been quicker if I hadn't missed the first time they responded. I had a one-line summary of the issue on my phone's clipboard ready to paste in quickly whenever they popped up. They checked and gave me the exact reason for the failed payment, and returned the funds to my USD balance. Knowing how busy they must be, I was satisfied with the service, as usual.