What customer support?


#1

Day 5 of waiting for a response from Revolut online support.
“An agent will be with you shortly” it says.

Will - modal verb: expressing inevitable events.
Shortly - adverb: in a short time; soon.

“An agent might be with you eventually” seems more accurate.

My card has been compromised, I am £250 out of pocket and I am getting mightily p****** off.


#2

I’am wondering why there is no any automatic form for all the similar cases?

No, need to contact, you spot a theft just simply fill the form and wait for a refund from visa or MasterCard if they accept your request.


#3

Have you frozen the card in the app?


#4

Yes, of course. Thankfully I did this the moment the first fraudulent transaction came through, as over the next 30 minutes there were numerous attempts at others.


#5

Suggest you raise a FORMAL COMPLAINT on their web chat site. You will get a response, eventually.


#6

I’m really worried, not sure what is going on when they take so long to reply… is it purely because they are short-staffed?


#7

You could try contact via Twitter or Facebook.
Alternatively @AndreasK can often sort stuff out.
I think Rev is overall great but support is THE area where people do feel let down.


#8

They have expanded too quickly with customer service suffering as a result.
Apologies and platitudes do not pay bills.


#9

At least “apologies and platitudes” would involve some kind of communication! It is the endless silence that leave people questioning what is going on.


#10

To be open and honest with everyone I even went on Linkedin to message one of their staff, VP of Operations, they had even shared their email address on their page so I emailed that too. Unfortunately even after a few days there has been no response - this gets me worried


#11

So 5 and a half days later I have finally got someone on chat. It took them approximately 20 seconds to send me a link to the fraud reporting form. After all the waiting I felt I deserved a bit more attention!
Anyway, I now have to wait for the fraud report to be processed and for the refund to arrive so I guess I’ll be waiting a few weeks longer yet.


#12

Was it a unique link or something you could share?


#13

someone should start making a list of all these typeform.com links.

I know the one for complaints, https://revolut.typeform.com/to/vFkGlk


#14

Bookmark set. :grin:
Thanks, @alejandro.mery.


#15

It was a unique link I’m afraid, although it looked like it went through to a generic form.


#16

“Better than your bank” – my old-school bank answers the phone though.

But yeah, just try to contact them in alternative methods, but don’t have high hopes. They will get back to you eventually.


#17

Joining the thread … day 2 of waiting to hear back re top up. The money is going to get paid into my Revolut as it’s a refund but will take me over my limit … do they reject it or not allow access to it?

It’s a bit shambolic to say the least … such a pity when the core product is so good :cry:


#18

My last post on this thread.
I have received a full refund for the fraudulent transaction on my card, less than 24 hrs after I submitted my claim. I was expecting to be waiting weeks, so well done Revolut for that. I just wish that the whole experience hadn’t been tainted by the 5 day delay to get through to their customer services team.
Good luck to everyone else out there waiting.