I’ve been a big fan of your service, upgraded to Premium and even invested into your company… until the unfortunate event happened that made me think if you are actually fit for purpose [of a travel card].
Whilst on holiday in France I’ve been physically assaulted and robbed shortly after withdrawing some cash at an ATM on my way back to the hotel. 3 perpetrators taken my phone, cash, cards & ID that were in my pockets. By the time I got back to the hotel and phoned your automated card blocking line, these guys managed to steal €400 via several ATMs. Presumably they picked up PIN from the ATM where I used my card last time (I’ve seen programmes about false keyboards or whatever other tricks they might have used…) and followed me from there.
I reported the robbery to the police, restored Revolut account access and then found out about these transactions. Firstly, it took about a week for these to switch from “Pending” to completed state and only then I was allowed to file a chargeback request. After the request was filed I waited another couple of weeks for somebody from chargeback team to contact me. They asked for a copy of police report and then almost straight away refused to refund on the grounds that PIN was used at the ATM.
Revolut support said their decision was ‘final’ and then they stopped responding for a week to any of my messages. Refused to set up a meeting to discuss in detail what happened. Great service.
So, I’m now €400 out of pocket, had frustrating experience with Revolut support and generally left wondering if I made a mistake going with you guys?
Surely your anti-fraud systems could have detected these withdrawals as out of ordinary and suspicious and thus asked confirmation through the app?