money tranfer revolut card account to bank account - account locked

parkingpcn

Hello,
Here is the issue i am facing from revolut. is this a fraud ?
i wanted to transfer my revolut card money back to my bank account from my revolut account but they didn't allow me and freezed my account. first they ask me to provide driving licence for identity check which I did and then they ask for 4 digit number from bank account statement which i got on TSB bank statement and provided that. then immediately they ask for my Barclay bank card details and 4 digit details from bank statement but i don't have on my Barclay account statement so i ask them how to resolve this. they ask me passport copy which i provided. then they ask for TSB card details which i also provided and they ask me for barclay card details again which i also provided. i already send them my driving licence. still they are asking for all other bank cards details which was not used for money transfer and infect that is not my card. i am not sure what they want to prove by doing this. i have already provided my identity details and i want my money to be transfer in my account from revolut account which they have already verified. i think this is a fraud they are doing by asking unnecessary documentation and personal details even after providing many documents. they didn't told me or ask me before opening an account or transferring money to revolut card account that they need these many document or details but when I try to transfer the balance money back to bank account they are asking all other cards details which is not right and they should have allow me to transfer my money from my revolut account to my bank account. even I had many transaction in last few days and they didn't ask me for any document then why they are asking it now and I have provided all necessary document then why they are holding my money? they are just asking one after another documents instead of just allowing me to transfer my money or they can do it and inform me that money has been transfer to my bank account so I can check with my bank and close the account. i have told this to revolut chat team many-times and they are not listening to it. i have raised the complain but they again saying me to go to chat so its pointless making more complain to them.

has anyone had the similar issue?is there any point make a formal complain to ombudsman or its just a time eater? what are the possibilities to go directly to court and get the money.
please help.

DoaM

I hadn't heard of Revolut - looking at their website they are a UK registered company. Therefore remind them that the GDPR exists - they don't need infinite amounts of information to be able to identify someone.

Raise a formal complaint with them, then escalate to FOS? Or register a complaint with the FCA?

parkingpcn

Thanks DoaM,

as i said i did raised the formal complaint to revolut and here was the reply -

Let’s take a look at what happened….

I can see that you have raised a concern regarding your account being reviewed.

We take account security very seriously at Revolut and believe that the safety of all our customers is paramount. As such, we sometimes have to carry out account reviews that we feel are necessary to ensure that our customers are protected. Your account is currently under review.

We cannot disclose any details regarding the review of the account or point out a reason that has raised our concern, due to security reasons.

The terms and conditions, which form the basis of your agreement with Revolut, can be found here: revolut term and condition url provided (sorry its not allowing me to post here)



7.1. You agree to cooperate with all requests made by us or any of our third party service providers on our behalf in connection with your Revolut Account, to identify or authenticate your identity or validate your funding sources or Revolut Transactions. This may include, but not limited to, asking you for further information that will allow Revolut to reasonably identify you, including requiring you to take steps to confirm ownership of your phone number or payment instruments or verifying your Information against third party databases or through other sources.
7.2. We reserve the right to close, suspend, or limit access to your Revolut Electronic Money Account and/or the Revolut Services in the event we are unable to obtain, verify such Information or you do not comply with our requests under 7.1 of these Terms.


Our resolution

I understand you were put in an uncomfortable situation. Nonetheless, each review takes time, and we have to be very thorough in our reviews.


I can see that at this moment, we are still waiting for sufficient information from you so we can reach a decision in regards to your account.

Please refer to the in-app chat in order to proceed with the verification.

BoGoF

You may get more informed responses on the bank accounts board as this is often seen.

Will say it is not fraud so forget that. They can hide behind 'money laundering regulations' when requesting information. I am confused by your comment that a card that they have asked for is not your card.

Did you transfer money to Revolut from a different bank than you are withdrawing to. If so, I can understand their concern.

agrinnall

It's an anti-money laundering review, and the law says they can't tell you anything about it while it's going on. If they clear you then they'll allow the transfer to go ahead, if they don't then the money may well be confiscated. Nothing you can do for now that will actually achieve anything, although you could start their complaints process as that might get you a formal response sooner.

parkingpcn

@BoGoF

No i am asking them to transfer the balance money in my same bank account from which i transfer to revolut account. i used two bank card - one is TSB and another is Barclay and i have provided both card details to them. i have ask them to transfer to anyone of my account.

the card details which they are asking is never used to transfer any money to revolut account but somehow it got attached to revolut account which i have ask them to delete.

parkingpcn

@agrinnall

revolut didn't said me or informed me that my money is confiscated. they just freezed/locaked my account and i can't do any transaction on this card. even there is one duplicate transaction which i raised query but i do not have any idea what happen to that as i can't see the details. its mobile app and i do not have access to anyone details which i used to have before freezing my account.

BoGoF

parkingpcn wrote: »

@BoGoF

No i am asking them to transfer the balance money in my same bank account from which i transfer to revolut account. i used two bank card - one is TSB and another is Barclay and i have provided both card details to them. i have ask them to transfer to anyone of my account.

the card details which they are asking is never used to transfer any money to revolut account but somehow it got attached to revolut account which i have ask them to delete.

It's hard to believe the other card magically attached itself to your Revolut account, it would have to be physically added. If it's not your card who's is it? Someone you know?

To be honest your story doesn't seem plausible and it's easy to see why Revolut are investigating.

parkingpcn

@BoGoF

yes you are right, its physically attached and i have provided this card details to revolut and ask them to delete it. this card is a second card on one of the my bank account used. they can see the bank account number are same on both the card.

BoGoF

You are still not making sense I'm afraid. You said in your original post that they have asked for a card that is not yours? Which card is this?

parkingpcn

Sorry for confusion. let me clarify again, its a join bank account and both have a separate debit card on the account. one got printed my name and other got printed my spouse name. the spouse card got link to revolut account but no transaction done from that card and i ask revolut team to delete it. whatever transactions done are only from the card which have my name printed on it. hope that clarify.