This morning just after 9am GMT, I received a push notification from Revolut informing me that my account had been suspended for my “security”. The push notification has disappeared so I cannot quote the exact wording. There are only very limited scenarios where my “security” could be the reason for an account suspension, for example if Revolut’s systems detected that my account had been compromised or there had been too many unsuccessful login attempts.
When I opened the Revolut app, it stated:
Verify your bank card
Please check [account name] account associated with your Revolut card to view your latest top-up with a verification code.
This will appear on your bank statement as Revolut Card Code 1234
Although I have used a bank card to top up Revolut only once and a long time ago, which was my German debit card, I assumed that Revolut meant my UK credit card, which I have used for top-ups many times including very recently. Therefore rather than checking my (German) bank statement as advised, I therefore checked my UK credit card statement, which showed a 4-digit code, but prefixed only with “Revolut” and not “Revolut Card Code”. I entered the 4-digit code into the Revolut app and it was accepted. Revolut needs to understand the difference between a bank and a credit card issuer - a minor issue compared to what happened next. The app then stated:
We need some more information
We’re really sorry for the trouble, but before we can get you up and running, we need a little more information. To speed up the process, be ready to send us some basic supporting documents, like a payslip or bank statement. Don’t worry, we keep anything you send us confidential.
All functionality in the app is suspended and there is no option to upload supporting documents. The only functionality that remains enabled is support chat. When I opened a support chat and asked why my account had been suspended, it stated:
Looking for an agent…
Your query is being reviewed by a relevant team. The estimated response time is 48 hours. We apologize for the inconvenience caused and appreciate your patience.
This is an absolute disgrace. I am transacting on my Revolut account for various purposes multiple times per week. It is totally unacceptable to suspend my account without warning or good reason and then to fail to restore it in a timely fashion. I shall be raising a complaint, and if I am not properly compensated for the inconvenience, then I shall complain to the Financial Ombudsman Service, who will both charge Revolut a case fee of GBP 550 irrespective of the outcome, and based on my past experience with errors by other card issuers, will probably award me GBP 50 in compensation.