Revolut and Fraud

marxbrothers

Hi all 

Firstly sorry the long post but on Friday I received a notification from revolut to say there had been suspicious activity on my card so it had been frozen, when checking my bank account 7 payments of £103 had left my account with the 8th one being stopped due to suspected Fraud, these payments had all been made in Dubai, I reported each transaction straight away and went onto live chat to talk to somebody, they said due to the case it would be best to speak to someone over the phone, so I was given a link to a Calander to book a slot as this appears to be the only way you can actually talk an actual person with Revolut, all options were greyed out so upon stating this to the person on Live Chat they explained all slots must be taken and I'd have to resolve things through live chat instead. I agreed and immediately after I was notified by the same person that all my claims for the payments that had left my account and I'd reported as fraud had been rejected and I wouldn't be getting a refund for any of them, I obviously explained to them it wasn't me and spoke to several other people throughout Friday evening over live chat to try to resolve things but was told the same thing each time that the decision was final.

I was told the only option I had left was to put in a formal complaint which I have, will this come to anything? I'm guessing the only thing I can do if this doesn't work is go through the Financal Ombudsman?

This has obviously all been really upsetting has I've lost over £700 and Revolut don't seem to want help, I just wanted to make sure the steps I'm taking are the correct ones and see if anyone's has experienced any issues with Revolut when it comes to Fraud? 

eDicky

What was the reason given for the immediate rejection? Were the transactions in Dubai made with card present or online? Why were you not aware of the transactions, do you have notifications disabled?

Ergates

Just to be clear:  You were not in Dubai at the time of the transactions?

marxbrothers

Sorry should have pointed out no I'm not in Dubai and I've never been, I'm in the UK and they rejected the claim as they said something about the purchases being made with Apple Pay (I don't own any Apple Products), what I found interesting is they stopped the last payment as they suspected it was fraudulent but won't see the others the same, they were all done quick succession, I only found out as I had a text message to say my card had been stopped. 

Shakin_Steve

You'll have to go through the complaints procedure with Revolut. If they refuse to refund you, they must tell you the reason(s) why. If you get nowhere with them, ask them for a deadlock letter, you can then complain to the ombudsman. It's not a quick process but, if they can't prove that you were involved in some way, or negligent, the ombudsman should find in your favour. It's a waiting game.

friolento

They will have are record of how your card got added to ApplePay. For this, you need, at a minimum, your card details incl CVV, and there is then an additional verification step between Revolut and the device the card is added to. AFAIK, that device must be registered against your Revolut account.

Revolut are obviously of the view that the card was added to ApplePay with your knowledge, or that you have been negligent with your card and account details. To get your money back, you will have to prove that you were not. This will be tough to do.

Do you know anyone, did you live with anyone who recently went to Dubai?

Shakin_Steve

friolento said:

They will have are record of how your card got added to ApplePay. For this, you need, at a minimum, your card details incl CVV, and there is then an additional verification step between Revolut and the device the card is added to. AFAIK, that device must be registered against your Revolut account.

Revolut are obviously of the view that the card was added to ApplePay with your knowledge, or that you have been negligent with your card and account details. To get your money back, you will have to prove that you were not. This will be tough to do.

Do you know anyone, did you live with anyone who recently went to Dubai?

I disagree, Revolut will have to do the proving.

From the fca website:

Your bank can only refuse to refund an unauthorised payment if:

• it can prove you authorised the payment
• it can prove you acted fraudulently
• it can prove you deliberately, or with 'gross negligence', failed to protect the details of your card, PIN or password in a way that allowed the payment
• you only told your bank about the unauthorised payment 13 months (or more) after the date it left your account 

friolento

Shakin_Steve said:

friolento said:

They will have are record of how your card got added to ApplePay. For this, you need, at a minimum, your card details incl CVV, and there is then an additional verification step between Revolut and the device the card is added to. AFAIK, that device must be registered against your Revolut account.

Revolut are obviously of the view that the card was added to ApplePay with your knowledge, or that you have been negligent with your card and account details. To get your money back, you will have to prove that you were not. This will be tough to do.

Do you know anyone, did you live with anyone who recently went to Dubai?

I disagree, Revolut will have to do the proving.

From the fca website:

Your bank can only refuse to refund an unauthorised payment if:

• it can prove you authorised the payment
• it can prove you acted fraudulently
• it can prove you deliberately, or with 'gross negligence', failed to protect the details of your card, PIN or password in a way that allowed the payment
• you only told your bank about the unauthorised payment 13 months (or more) after the date it left your account 

Given they have already turned down the refund requests, I would think they are quite certain that they have proof that the card was added to ApplePay with the account holder's knowledge, or through their negligence. It would therefore now be down to the account holder to prove Revolut wrong.

It might have to go to the FSO for a final verdict if the account holder believes that Revolut were at fault.

Shakin_Steve

They need to show, beyond doubt, that fraud or negligence was involved. They haven't. Revoluts default position is to refuse to refund, that's what the ombudsman is for.

HillStreetBlues

friolento said:

Given they have already turned down the refund requests, I would think they are quite certain that they have proof that the card was added to ApplePay with the account holder's knowledge, or through their negligence. It would therefore now be down to the account holder to prove Revolut wrong.

It might have to go to the FSO for a final verdict if the account holder believes that Revolut were at fault.

Revolut doesn't have to be at fault

penners324

Revolut seem to reject fraud claims for pretty spurious reasons.

You're likely to need to go to the Financial Ombudsman Service