Support chat stuck in "Connecting you with an agent"

Thing is happening to me

I’m new to the community and I can’t create a new post myself but I really need help!
It seems like my account has been locked and I can’t get into the app. I tried phoning the help line but the only info there that I got was to either come here or go the app.
I’m posting this as a response to this post since I can’t create a post myself since I only have a read badge. Hopefully someone can help me.

I’m having a. Similar issue. I’ve been waiting for an agent for over 24 hrs To process my salary that’s pending in my account. I’m sure it’s just a case of submitting proof of payment etc but I’d love to sort it quickly @anon33247966 I love revolut and have only good things to say about it

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Sorry to hear that you are also going through similar issue. You are not alone.
I took it up strongly with Revolut. While they seem to be understanding that it is an ongoing issue, they are trying to address the issue as much as possible within the purview of compliance regulation requirements.

While we see all kinds of negative messages about Revolut, the following reply from Revolut may give a better feeling:

Your concern
You contacted us via email to inform us that multiple previous transfers into your Revolut account have been subject to a security check by our specialist team and you have therefore temporarily not been able to access the funds of these transfers. I can see that you are currently waiting for assistance from our relevant team on chat regarding another transfer which is still in pending state.
Our resolution
I understand that this must be a frustrating situation for you and I am sorry that you have to deal with this.
I would like to start with an apology for the trouble caused, as I understand that it can be annoying to go through this security check procedure. However I would like to assure you that we do have the best intentions with this and the safety of our business and users in mind. We are required by law to perform thorough security checks when our system gets triggered, which is why our specialists have to look further into these transactions before releasing the funds, even if they are aware of how inconvenient this can be.
Nevertheless, I understand that especially the long wait and repeated occurrence cause frustration. I would like to assure you that this does not at all reflect the service we strive to deliver to our customers and your comments have already been shared with the relevant teams for future reference.
I have already contacted our relevant team to give your case a higher priority, so we can hopefully speed up things and our specialists can finish their review soon. Please rest assured that the relevant team is currently working on your case and will contact you immediately through the in-app chat as soon as we have an update.
I do hope we will be able to solve this matter swiftly and we would like to thank you for bearing with us while we are finishing our review.
Thank you for reaching out!

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Hi there,

I am having the same issue, I am in an emergency and my chat has been locked with the same message for 4 days now.

I have typed again and again “Resolved” to close it but with no success at all.

The situation starts to be ridiculous. Can you please help ? @anon33247966

Similar issue here. Stuck in waiting for an agent. Can’t create a new topic so I’m posting here. Have tried posting this message 3 times already yet it’s waiting for approval from a mod then disappears. Hopefully this will get through.

Thank you very much for taking the time to put me at ease. I do understand that thier teams are Probably under a lot of stress given current situation like every body and it I do feel relieved knowing that it isn’t just me. Once again, appreciate your time you’ve taken to respond. I Hope you and your family are staying safe.

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Thanks @Ilyes1
We are on the same boat. We like Revolut for their idea, features and options. I agree that there is still room for improvement. I believe in hanging on there to reap the benefits. Sometimes it is really hard to endure the frustration. I tried all other neo banks including Monzo, N26, Chime, Varo, etc. Though each has its own strengths, they seem to be targeting different customers.

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Hello everybody .
I have the same problem . The my app is still looking for an agent during last 2 hours .
I am ready to provide any additional. documents but i cant even pay for my utility bills now cause my account is locked .
Any idea what i have to do now ?

@anon33247966 can you help me ? My chat is stil searching for an agent …8,5 hours ! Is it ok ?

Agreed. It has been almost a week now and still no reply. I hope they write soon!

I cannot access my account and I would like that somebody contacts me I tried many messages in the chat but I get no answer . It would be nice if someone clarified my situation

It has also been a whole week for me.

I really hope they will resolve it soon.

Dear Nomadus, I’m very happy that you have managed to get a message across to Revolut.

Our “recurring” salary payment (just to show that there should be no flags coming up) has been withheld for two weeks shortly…luckily I have savings but for those without it can be harsh not to be able to pay rent, buy medication etc…In combination with the total lack of response/request from Revolut customer service this is very worrying and frustrating.

The following simple questions remain unanswered by your note:

a) How will the Revolut “fixing team” contact us, as the in AppChat is not working?

b) When will they contact us?

c) As they are withholding recurring salary payments, should I change bank as I cannot constantly expect to get my salary 2-x weeks late? (an honest answer would be good, before the end of this month so we can re-direct the next salary)

If you have a capability to communicate with Revolut, please ask for the following:

Ask Revolut to reach out to each party in the “queue” and state: We are aware your payment has been withheld for XX days, our capacity to review payments indicate your specific payment will be reviewed within YY weeks.

Send it as a notification, rather than a chat message as the InAppChat doesn’t work.

The total radio silence is the main issue.

I hope this makes sense - we all (used to) love our Revolut account!

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Good Morning @anon33247966 i have the same problem, a transfer pending and can’t use the chat, i need that money quickly :frowning:

Thank you

This is the one area where Revolut has to give a top priority to improve. It seems that their support team is extremely overwhelmed by the complaints/queries from the customers. It is frustrating that there is no way to talk to Revolut. All their communications are through either app or emails. But it takes a longer time to resolve any out of the ordinary issues. Especially when it comes to one’s salary, Revolut must prioritize it and resolve it quickly without expecting the customers to continuously follow up with them.

Dear Nomadus, could you please also look into my case ? I need to provide payslips apparently but am unable to speak to a representative via the app chat and my app is blocked until I am able to provide those documents :frowning:

Hi @snipecmoi,
Suggest that you file a complaint through the following link.

Revolut will try to contact you through email to resolve the matter.

Same issue here… I was doing a payment on ebay, got the payment refused 2 times and then I tried to get support from chat and I was stuck for over 18 minutes (more than the expected 9minutes reported by the chat bot).

Can anyone tell us how to resolve “looking for an agent” bug. It’s been stuck on this for 2 weeks. Obviously I can not contact support to ask!

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