I really want to love Revolut (I adore Monzo) because of the amazing multi-currency support and FX skills.
However, I sent CHF383,45 to a Swiss friend on 8 September and the money was instantly debited from my account. By 17 Sept she had not received it so I sent another CHF402,00…
She did not receive this despite it also being debited.
By 3 October at 08:40 I had not heard anything from Revolut about failed transfers and so raised an in-app support request which was immediately replied to with “We are extremely busy at the moment”. Finally someone replied to me at 16:48 that day which of course I missed because I don’t have notifications for Revolut on because they spam me with unnecessary “offers”.
The saga continues - it is now 14 October and the situation is still not resolved. They have finally refunded 1 transfer but not both.
My feedback to Revolut:
1 - use a proper email support ticketing system like ZenDesk so your customers can interact with you and solve issues comprehensively (e.g. add attachments fully rather than just photos). You’re in a grown-up world with hundred’s of £ of people’s money. We don’t want to chat in an app like children.
2 - give your support staff real names so people can be assured of actual service. It does not help with issue resolution if your customers are never sure who they are dealing with at any given time.
3 - for serious issues including lost money etc perhaps you should provide at least a phone number?
I am now being assisted by Witold in customer support who is being helpful - but this is after 11 days from my first support request and over a month after my initial transfer went missing.
Not good at all.