Short version of the issue as mentioned in the title. I made a top up of 2000 GBP from a Singapore account on 8 January, and it still hasn’t been credited.
What follows is my experience dealing with customer service via the chat system, which was an entirely horrible experience.
Topped up 200 GBP from my singapore bank account on 8 January, then topped up 2000 GBP a couple hours later because i realised i needed to pay rent. The sum of 200 GBP was topped up the very next day on the 9th, the sum of 2000 GBP is still nowhere to be seen.
I’ve done top ups from my singapore account on several occasions, not a single transaction took more than 3 working days. I’ve also made sure i’ve included the correct reference in my transaction. I also know that the transaction was completed on the side of my singapore bank, because i was sent a confirmation SMS and it is also updated in my local bank account.
Contacted customer support on 11 January, and after some back and forth, was told that the moeny hasn’t reached Revolut, and to be patient because overseas transfers take between 3-5 working days. (i read 1-3 working days in the FAQ, but sure)
Contacted again in the evening of the 15th, which is the 5th working day since the transfer. Had to tell the same story over again. Agent told me she needs to ‘contact the relevant team’ to locate my transfer. However, it couldn’t be done then because it’s after office hours. Was told to contact them again the next day.
Did so the very next day, agent told me she will make another request to the finance team, then promptly attempted to archive my chat when the issue isn’t resolved. After some back and forth, was told that the ‘funds should be assigned till the end of day’, which i assumed to mean that it will be topped up by the end of the day. It wasn’t. Agent also tried to close my ticket when the problem wasn’t even resolved.
Contacted again the next morning, only to be told that the finance team is still working on it, and that she is unable to provide me with any timeframe, because the finance team couldn’t give her one. (why?)
Contacted again this morning, saying that the transfer has been assigned two days ago, and transactions take up to three working days. As this is the third day, i was told to wait till the end of the day (again). Again, the money still hasn’t come in.
This has been an extremely frustrating experience, having to retell my problem to the agents, resend screenshots, only to be told to keep waiting. I just want my money. What’s going on, and where is my money?