Only just started to use this, the downloading and setting up and verifying went 100% smoothly, and was well impressed.
However the sign up process only asked for my First and Surname and every other bank account in the UK I have setup has my middle name.
Working in the financial services industry myself I am familiar with the enhanced Financial Crime and Money Laundering regulations financial institutions are put under by the regulators and governments, so to ensure that I would not have any issues in moving funds about I tried to amended my Name to include my middle name to be consistent will all my other accounts, but as my account was verified I could not.
I used the “support” chat and activated a “Live agent” and within a couple of minutes one appeared and escalated my problem to another person.
A few hours later another person contacted me, but by that time I had given up waiting and I received no notifications on my iphone that I was being contacted in the Revolut apps chat function.
This new support person has read my problem and to Revolut’s credit had enabled for me to now amend my name so I can include my Middle name.
Great I thought…However as a result of this my account has now become “un-verified” and I seem to have no way of re-verifying it myself (I made a small deposit in to it like I did initially to verify, but it seems to require some manual intervention by Revolut to verify it now) .
So I went back to the Support chat in the app and continued the conversation but nothing seems to be happened there after waiting a few hours, no responses or acknowledgements and even trying to active “Live agent” did nothing.
I am sure it will get sorted in the end, but:
Perhaps it is worth the sign up process asking for “Middle” Names as all my bank accounts and credit cards have my Middle name or used my Middle initial.
The in app chat support initially was great but it seems now not to be working correctly from a customer’s perspective, I am now not even getting an automated “Robot’s” response, so I have no idea if it is working or not now, or my status in a queue, which is rather frustrating [hence why it has led to this posting ]. It is not a question of needing a matter resolved immediately, it just a question of knowing when it will be resolved, and about managing customers expectations.
For the chat app to work most efficiently, I presume that you need to receive notifications and that any responses in the support chat will trigger a notification in real time, otherwise it defeats the object. It appears that notifications are not working and after reading the forum here it suggests to “Logout” and log back in again…However after having a fully working and verified account and now an account that is unverified which I cannot do anything useful with, it is safe to “Logout” of the app as it says “_it will clear my account data from the device__” and I do not want to end up with a bigger problem.
That is my experience so far and hoping someone a Revolut can assist in my verification and notification issue.
This is a new technology and way or doing things so it is to be expected, as these issues get ironed out I am sure the confidence will grow and many more users will sign up to this way of doing things.
Thanks for listening