Support delay for premium customer


#1

Hello,

I am a recent new client, currently on premium.

Finding support 24/7 priority to be somewhat lacking. Chat bot is not helpful if not annoying given I am paying extra for the premium support service.

Otherwise great service.

p.s. would really like to have the pending deposit issue from an exchange cleared up, as I actively trade and time without access to funds is of importance to me.

Thank you.


#2

just to add that the issue has to do with the limit to deposits. The error of transferring a higher amount than that permissible is my own of course. My issue is with the delays in resolution and pathways through to support from a person and not the chat bot.

Chat bot perhaps needs a rework. Especially in terms of it terminating chats and the general confusion it causes.

Thank you and apologies for being a demanding customer. It’s to everyone’s benefit I like to think :slight_smile:


#3

I also note that there is a speed with which BUGS are addressed on this forum.

Just pointing out that this is an issue, not because you are addressing them! I totally respect that. But once again, as a paying customer for the premium service, I would have expected the same speed from the app itself and the “24/7 support” premium service. Even if what I am experiencing is not so much a bug. Your are separating clients based on what you charge them, hence one would expect an equivalent separation in terms of services provided.

Sorry, but I think these are important things so I am using my first foray into this forum to point them out.

Thank you an keep up the good work.


#4

Issue was fully resolved today. Thank you Revolut team (and Maria especially) !!

Great service all around!.

Maybe work on that chat bot a bit more, it’s mostly annoying. At least for me.
Imagine yourselves in the various situations in which a client might need support for - sometimes immediate/urgent.

Even if the chat bot is not able to address the client’s concerns, it should still help you (Revolut) in prioritizing the requests accordingly. A happier client will share more information with the bot and that will make prioritization easier.

Personally, I would say get rid of the bot concept entirely and introduce a digital persona. The image and the bot references are a negative in my opinion.

Thank you again and keep it up !


#5

Massive apologies for any inconvenience caused. I’m glad to hear it’s all sorted.


#6