Way to tell them Alex, kudos
I’ve been with Revolut since Sep 2016. During that time have encountered numerous problems, technical glitches, failed payments… This is somehow normal as the service develops and evolves, but what’s not is the frequency of those issues and the way Revolut communicates those with its users.
Tons of sorries and excuses…and excuses…and excuses…few things were fixed, but issues still occur at times…
Still, no full EEA currency coverage - HRK is still to be added as a top-up and bank transfer currency, BGN still needs to be added as a top-up currency. HUF still can’t be topped up by card.
Revolut cards are still prepaid - which often has some severe implications when using abroad and especially in Asia…So where are debit cards? Revolut first told it needs a banking licence to issue debit cards - what about Transferwise Borderless account card? It’s a debit card, yet TW is the same electronic money issuer as Revolut is, and not a bank.
Tons of promises not fulfilled - airport lounges, wealth section has been in the app ever since I joined, yet it’s still unavailable, credit has been lanched within the UK - European users still can’t access it.
Poor communication with users and outreach on certain questions and issues - we asked ETA for so many things - was never provided, the usual answer to so many questions : soon, soon, soon…very soon - stay tuned!
More often than not useless support dealing with important financial issues yet they often do not understand the importance of their job as they tend to provide false info, some don’t even understand the question but they don’t admit it and ask users to rephrase their questions instead, but rather opt for a quick way out of the problem by making things up and providing inaccurate info. Many many hours lost on chatting with support that simply does not meet up the user’s requirements…
Guys - building up your product merely on pumping up the user numbers and new services without fixing what needs to be fixed in the current offer won’t turn out well in the medium and long-term. As @Iskender said, you will loose old customers. If not loose them, they will just downgrade their plans or stay with a free plan.
You seriously need to:
Revamp customer support (properly train agents, introduce at e-mail support at least).
Build a web-interface as an alternative to the mobile app (convenient, needed in case of problems abroad or the loss of the mobile phone, web-interface would need to have a chat option with support, as well).
Offer all EEA currencies for both top-up and bank transfer
Completely change your approiach to users and actively collaborate with them - if we ask for ETA, you need to provide ETA, if you can’t deliver something at the moment they say it - don’t always go for “soon, very soon, stay tuned”.
Don’t get me wrong - Revolut is an amazing innovative service offering many good and money-saving services and options, and I’m glad it’s there as it has saved me money and time! But you guys just pushed my buttons with constant introduction of new services without fixing what needs to be fixed first.
At least two recent app upgrades were concerning GIFs and emojis!! Revolut come on!