Revolut customer service when things go wrong - Failed ATM transaction, lost funds

Pipkins

Just sharing this for any Revolut users out there….  I’ve had an account for around 4 years and had used it successfully in Europe and USA with no issues.  On a recent trip I to USA used the card in an ATM but the transaction failed with a ‘system error’ and no cash was dispensed.  I have a printed receipt from the machine that confirms this and have confirmation from the ATM operator that their records record the failed transaction and also that they received no funds from Revolut relating to it.  However, my Revolut account shows the cash being debited at the time of the original request, 5 days later my shows a refund but then instantly debited once again as a ‘delayed transaction’ for the same amount.  There are now three lines on my statement and I remain out of pocket.   I have tried for 6 weeks to get this fixed using the in-app resolution request feature and have reams of chat transcripts.  I have given Revolut the case ID at the ATM company with email and telephone contacts who could not have been more helpful.   Revolut’s support staff seem unable to read any of the information I have given them and repeatedly tell me I have been refunded and close the claim.  I query with live chat, they tell me how sorry they are and to raise a new claim they will track for me.  48 hours later this then gets cancelled again as ‘already refunded’.  Back round I go again like groundhog day…   In this case I am talking $100 and I am so glad it was not more.   I’d previously recommend Revolut to colleagues but I would not risk doing so now.  It’s become a point of principal now.  Anyone know how I can get FCA or other help with this?

Daliah

Just another example that Revolut is good until you need their CS.

The FCA will do nothing for you but if you have managed to raise a formal complaint with Revolut and they haven't given you a satisfactory answer within 8 weeks, you can take your case to the FOS.

Pipkins

Thanks - sounds like I’m not the first,  I’m giving them one more chance then will log a formal complaint.  One particularly concerning response was to my query about a new transaction being posted 5 days after the original one is that ‘any merchant can do this’ and that I need to sort it out with them.  The ATM provider is adamant that they are not the source of the later transaction, they say they neither requested it not have been paid any funds relating to it. 

anticlaus105

Many years ago I used my Natwest card in a cash machine in Barcelona. My partner had used one up the road and I noticed the conversation rate was better for her, so I cancelled the transaction and went and used the other machine.

The money was still debited from my account for the first machine. I approached Natwest who gave me the run around and eventually produced a long form for me to fill in, which I handed into a local branch. I heard nothing and after several further enquiries they said they couldn't locate the form. Thankfully the branch manager remembered me so the gave a refund. I don't know what it is about foreign cash machine but it's like they are programmed to rip tourists off. I wonder if UK ATM are like that for non UK residents?

I'd hate to try and resolve this over app chat. My goto nowadays is one chance via normal channels and if that fails an email to CEO using email address found on (EDIT: link doesn't show but it's CEO email dot com), something I have recently had to with Vodafone and my query was quickly resolved.

Pipkins

I have now logged a formal complaint with Revolut.   Let's see how that goes... I noticed yesterday an article in the Times that could indicate that they have structural issues.  It mentions the audibility of their payment process which is interesting as the ATM operator I spoke to could not understand why any transactions posted to my account - he was immediately able to locate the record of my failed attempt to withdraw the cash so I'd tend to trust his word on this matter.

Pipkins

Well I never!  I am not sure if it's as a result of the formal complaint but the claim back request I made last Saturday has been approved and the refund has been made to my account.  I believe this was the 5th attempt and took the best part of two months.   I've now transferred the my balance back to my main bank account.   I'll be interested to see if I get any form of explanation but will not hold my breath.   For me Revolut worked great other than this one transaction but what if this one were to be your salary gone missing or a missed mortgage payment?  Thanks Revolut, it was nice knowing you....

jbrassy

As other people have said, Revolut is great until you need to deal with their customer service. If you want an alternative, Starling offers fee-free spending and ATM withdrawals abroad and the customer service is pretty good.

Daliah

There are a couple of rather bad press articles this week for Revolut. The Telegraph goes as far as questioning whether they should be given a banking licence at all.

https://www.ft.com/content/6e7bca1a-f43a-45f1-a684-1f6cf1415e2c

https://www.telegraph.co.uk/business/2022/09/08/revolut-does-not-deserve-banking-licence/

Personally, I won't touch them until they have a UK banking licence, and even then I don't think I will rush for an account with them.

Pipkins

I've had a very lengthy response rejecting my formal complaint that makes no sense to me at all.  They appear blaming the ATM provider but as far as I can tell have never made contact with them (I provided a direct phone number to the person I spoke to there and a case ID).  They also blame me for (apparently) disputing the wrong transaction which I think is nonsense, there were three and there is no way to group them.  I've moved all my funds from the account and closed it.   There is no way they should have a UK banking license based on my experience.  Use at your own risk.

miller

I've had experience of 4 "fail to dispense" as they're known. All disputed with "big name" banks, most resolved quickly and Nationwide after a month (did raise a complaint for that one). As bad as they can be, I'd rather be dealing with one of them in situations like this. This is another story of bad Customer Service from an app based bank that can be put in the pile of others here on MSE.

Daliah

miller said:

I've had experience of 4 "fail to dispense" as they're known. All disputed with "big name" banks, most resolved quickly and Nationwide after a month (did raise a complaint for that one). As bad as they can be, I'd rather be dealing with one of them in situations like this. This is another story of bad Customer Service from an app based bank that can be put in the pile of others here on MSE.

I don't think it is fair to taint app based banks, or other e-money providers, with the miserable CS provided by Revolut (who don't have a UK banking licence as yet). I had brilliant support from Starling, Chase (in the early days), and Wise, and I haven't seen half as many reports of bad CS for any of them, compared to Revolut. Revolut is also the only firm where I closed my account as a result of their lack of CS.