Revolut hacked and no refund

In_For_a_Penny_

Hi all,I was on holiday in Portugal and received an authorisation prompt around 5.30am for payment to Metapay. I quickly went on to the app and declined the payments, blocked and future payments to metapay and froze the card in question.  I tried to use my Google pay to buy dinner that evening and it wouldn't work so the next morning I reactivated the card as it was my only method for paying for anything. I thought as I'd blocked any payments to Metapay that it would be safe to do so. Much later that day I received around 15 transaction notifications all for $199.99, $99.99 and $49.99. I even had some notifications saying that I had insufficient funds as they tried to get more money than I had in my account.  I quickly notified Revolut and they took some details. They asked if I had given my details to anyone, if anyone had access to my details or if I'd sent anyone a selfie. That was it. I was sent a link to schedule a call with an agent and they did nothing to stop the pending charges all to Metapay. These charges happened within a matter of minutes and were completely irregular to my normal spending habits. A chargeback claim was raised and the next morning I received a notification saying that the chargeback was unsuccessful and that I was familiar with the transactions and that I would have had to be engaged in some way for them to go through. Completely put the blame on me. I have filed a report with action fraud and the local police and submitted a complaint to revolut. They have completely stonewalled me when I have asked for evidence that I authorised these payments and have refused to put me through to a agent to take to about the situation.  Revolut claim that visa/Mastercard are responsible for any chargeback decisions yet when I taked to Visa, they said they have nothing to do with the decisions and only offer guidelines for financial institutions to follow regarding chargeback requests. Can anyone point me in a direct to help resolve this? Thanks

penners324

It's a Fraudulent transaction not a charge back. Do Revolut's Fraud team know about it?

Browntoa

Not sure how they did this 

Revolut use 2fa , you need the code that send your mobile to log on 

sausage_time

In_For_a_Penny_ said:

....the next morning I reactivated the card as it was my only method for paying for anything.

Always have a backup payment card.

I hope you get your money back.  Who are Metapay?  Have you ever had dealings with them?  Was it a card transaction?

born_again

penners324 said:

It's a Fraudulent transaction not a charge back. Do Revolut's Fraud team know about it?

Fraudulent transactions are claimed back by the bank via chargeback.
But there is no way they would be rejected the next day. Would not have even got to retailer, as they go via their merchant bank.

Only way Visa/Mastercard would step in is if bank totally messed up chargeback up breaking their regulations. Or if retailer contested & bank went back again. Where Visa/Mastercard sit as judge & jury on the claim. But you are talking months before that.

sheramber

Have you reprted unauthorised payments to Metapay?

In_For_a_Penny_

penners324 said:

It's a Fraudulent transaction not a charge back. Do Revolut's Fraud team know about it?

Hi. Yes, i reported it to Revolut as soon as it happened. 

sausage_time said:

In_For_a_Penny_ said:

....the next morning I reactivated the card as it was my only method for paying for anything.

Always have a backup payment card.

I hope you get your money back.  Who are Metapay?  Have you ever had dealings with them?  Was it a card transaction?

MetaPay are a part of Facebook as far as im aware.

sheramber said:

Have you reprted unauthorised payments to Metapay?

Yes, I reported it straight away but Revolut are say that because i unblocked the card (More than 24 hours after the initial charges were attempted on the 4th) that i have marked the transactions as recognised and therefore allowing the merchant to take payment after payment until my account was emptied. 
They even tried to take money out when there wasnt enough for the amount of the transaction. They then tried a smaller amount until there wasnt enough for that either. How Revolut can say that there is not traces of fraudulent activity is an absolute joke.

born_again

In_For_a_Penny_ said:

penners324 said:

It's a Fraudulent transaction not a charge back. Do Revolut's Fraud team know about it?

Hi. Yes, i reported it to Revolut as soon as it happened. 

sausage_time said:

In_For_a_Penny_ said:

....the next morning I reactivated the card as it was my only method for paying for anything.

Always have a backup payment card.

I hope you get your money back.  Who are Metapay?  Have you ever had dealings with them?  Was it a card transaction?

MetaPay are a part of Facebook as far as im aware.

sheramber said:

Have you reprted unauthorised payments to Metapay?

Yes, I reported it straight away but Revolut are say that because i unblocked the card (More than 24 hours after the initial charges were attempted on the 4th) that i have marked the transactions as recognised and therefore allowing the merchant to take payment after payment until my account was emptied. 
They even tried to take money out when there wasnt enough for the amount of the transaction. They then tried a smaller amount until there wasnt enough for that either. How Revolut can say that there is not traces of fraudulent activity is an absolute joke.

TBH. I see where they are coming from. If the original ones were not you. Then you should have contacted them & stopped the card. Or if it can be done via the app stop & replace card.
Unblocking the card later is them thinking you have checked & realised they were genuine payments.

sausage_time

If it was reported immediately, why did Revolut not cancel the card?  

born_again

sausage_time said:

If it was reported immediately, why did Revolut not cancel the card?  

OP said
 I quickly went on to the app and declined the payments, blocked and future payments to metapay and froze the card in question.

To me that is not reporting fraud, especially when car was then unblocked. (see link below)

 next morning I reactivated the card as it was my only method for paying for anything.

Does not seem to be any reporting at all. As they advise on this page.

https://help.revolut.com/help/card-payments-withdrawals/paying-by-card-issues/i-don-t-recognise-a-card-payment/i-was-not-supposed-to-be-charged-by-a-specific-merchant/

Which would have cancelled card.

All Op can do is lodge a complaint with Revolut & take it from there.

Shakin_Steve

That makes sense.