Although I haven’t been very active in this forum lately, my previous posts will show that I have been a great supporter of Revolut over the years, and have found both the product and service to be excellent. It has been my go-to account to use while travelling, and several of my colleagues signed up because of my feedback. However, for the first time since I started using Revolt, I feel completely let down by customer service and am considering moving to a different provider.
On Saturday night I received an app alert, informing me that my disposable virtual card had been used to make a £22.56 payment to Deliveroo (food delivery, for anyone not familiar with them) and that new disposable card details had been created. This transaction wasn’t made by me - in fact I was in the Republic of Ireland, a Euro country - so I immediately reported it to a Revolut live agent via the in-app chat. I was directed to an online chargeback form, which I filled in and submitted.
The following morning I received this email:
After careful investigation of your dispute request submitted on 23/07/2021, we have concluded the claim for the following transaction(s) is not valid:
Transaction Date Merchant Name Transaction Amount 23/07/2021 Deliveroo £22.56
We have found no traces of fraudulent activity on your account, and therefore, deem you liable for the above mentioned transaction(s). No refund will be credited to your account as a result of this claim.
Needless to say, I found this to be an unacceptable response. I contacted a live agent to request an explanation of how they determined that I am liable for a transaction which I didn’t make. I was told that no details could be provided. I asked how I can appeal this decision. I was told that this isn’t possible. I revisited the link which I had used to access the chargeback form, and found that the fraudulent Deliveroo transaction was no longer an option to choose from.
I also asked how it was possible that my disposable virtual card had been used, as this is supposedly a very secure method of making online transactions. Is there a security flaw in the algorithm which is used to generate new card details following each transaction? The agent declined to comment on this.
Apologies for the wordy post, but I am hoping that someone reading this will be able to offer some advice.