I am sending this email after beeing really unsatisfied with your service, to be honest it was the WORSE ONLINE EXPERIENCE I ever had. I have been for months saving money to invest online, when I had the quantity that was enough, note that is lots of money for me about 90% of all my money (2000€), I decided to get it in Revolut because my bank doesn’t provide me a VISA card for online purchases.
I waited about 3 or 4 days just for the money to come in my Revolut account. But that’s fine, it’s an international transfer. After this I finally could make my purchases online, so I went to the Nord VPN website and purchased it as I wanted a new VPN service. As soon as I started using it, I tried to make another payment, this time to PayPal. My account got suspended.
So I go the chat app and need to wait about 48 hours to get any help. The support team takes out my suspension. I though I could finally use my money, which I really wanted to use and was waiting for months for this moment, which your team only delayed. All seems fine but when I try to buy something in a really popular website, guess what?! All my funds are blocked and no assistant ever warned me about this.
What’s the problem? ID verification, which I did and you accepted earlier when I registered, is not my fault that your system is bad and faulty, as my C.C was a little torn but it’s legit and it provides the right information. I have lost all of my documents C.C, drivers license, my bank debit card, everything was inside my wallet after a motorcycle accident.
So I have been for more 2 days waiting to get answered, I gather every piece of information I got, I even found a photo of my last ID that I lost before this one and sent to you, told you what was different in the active one (it’s only one letter Z to Y), the PDF from the bank showing the 2000€ transfer, everything. I explained to your staff what was happening, and that I only can have my documents in about 15 - 30 days, because in Portugal the government services are really bad and slow, to be honest, just like your service.
The employee that attended me made me feel like my funds were unblocked when he said “could you kindly provide me your new ID when you get it?” and got my account out of suspension. Another knife to my heart.
So I was getting really nervous, I got almost all of my money blocked and your support team act as a robot, they don’t show any feelings or being worried with my situation, so I decided like ok, they suspended my account can cancel all my payments, let’s make a payment to Revolut (let’s buy premium) this way I can see if they are honest and even if they aren’t the support should be faster.
The support wasn’t faster or you can’t notice it, because you never know if it will be 48 hours, 12 hours, or the 6 hours you got in your robot automatic response.
So you block all my transfers, but yet you let me transfer money to you? I felt this was a really bad joke, I am feeling really bad as a customer and I feel powerless, because you have all my money, you seem to don’t care about the customer’s feedback, you don’t even have a platform where I can publicly complaint and get heard and seen, not only by your support team but by other users and possible customers.
I had urgent transfers to make, and I am in personal and business life problems because of your service. Nobody tried to really help me, and they made me believe that being 3 hours to take the temporary paper just to show it as fast as possible to your team would help. I gave all information I have about myself, I would do everything possible in my reach to confirm my identity as fast as possible and solve this issue.
Mad with this issue, and I asked for my funds to get reverted as I couldn’t access them and I really need my money. Support says it will take about 15 days (maybe more time than my new ID arriving), this again felt like a really bad joke. I told the team then to keep the money in the Revolut account, which they didn’t, as it appears that the transaction was already made.
I asked for my premium account money to be restored and reverted as well, they didn’t yet. What about the profits I didn’t make this week because I got my money stuck in your system? What about you paying the price for these mistakes? I am the only one affected here, and nobody in the support team seems to care. Is that hard to verify a person? Want me to fly there and present me in person?
All this situation makes me sick, and I never got so nervous about an online service. All your team is saying me is that they are going to pass me to “the relevant team better suited to help with your case”, and then they only talk with me, not helping at all, and even making the situation worse, as it is the case when they reverted it.
If this is for security measures, like blocking my transfers, then why I can transfer money to revolut to buy premium? Or why can I ask to revert a transfer. How can you be sure that I am really me and I am not stealing the person that owns the account?
I don’t know how to make this faster, now is going to be even slower, as you reverted my funds and I will most probably use another service. I really want to get heard, responded, politely and by someone that cares about DELIVERING A GOOD SERVICE. About reputation. Honor. Manners.
I am really disappointed with your service and I would do everything in my reach to stop you from making these things with your customer’s money. The first thing I saw when I went to Facebook to send a private message to see If I could get my issue checked faster, was lots of complaints about money that wasn’t yet transferred back to their owner accounts, when your payment processor failed.
You don’t even have this “Formal Complaints” email publicly available, or any other email, the only way to contact you is via the chat app where the customer support is really bad, and probably we never reach the “relevant team better suited to help with your case”.
Please do something about this.
Lisbon, 5th of June, 2018.