Consumer complaint received 2023-03-22
Company: Revolut Technologies Inc.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XXXX XXXX 2022 I initiated an ACH Transfer to XXXX to increase my secured CC limit. XXXX claims that they never received the payment. So I asked Revolut customer service, if they sent the XXXX and where to. They sent me a receipt without the receipients account number, only the routing number. Since two weeks I try to get a proper receipt. Today I got a chat response from Revolut that they can't access the data and need a written confirmation frm XXXX that they didn't receive the money, otherwise they couldn't further investigate. But without account number, XXXX can not verify. It is stunning to me that Revolut can't find out where the mony was sent. That shows me that neither the systems nor their expertise a worthy running a bank. The transfer was for XXXX XXXX. Here is today 's chat : Oh, they keep talking about a direct debit, which it was not. It was a transfer. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - We just received an update from the payment team, they have not been able to access the direct debit information, do you have any confirmation from XXXX that they have not received the payment that you can send us? 
XXXX What do you mean they cant access the info? I sent the money, you generated an incomplete receipt, XXXX claims they didnt get it. There is, of course, no confirmation. If you cant access your own data then I dont know. 
XXXX Can you please send us a confirmation that XXXX has not received the payment? With that document the payment team can investigate further XXXX I HAVE NONE. WHAT DO YOU EXPECT? THE YO DONT SEND A LETTER. FIND OUT WHERE YOU SENT THE XXXX MONEY. 
Cant be that hard. 
XXXX I understand how frustrating this situation must be, in order to continue with the investigation we will need an email or some document in which XXXX has confirmed to you that it has not received the money. If the document wasn't necessary, we would not ask for it XXXX How hard can it be to find the receipients account number? No account number, no research from XXXX. If I had more documents I would give it to you! 
XXXX You have no email or chat confirmation, etc. that XXXX has not received the payment? 
XXXX No I dont. And that concludes this discussion. I summerize the situation : You have no idea where the transfer by went to. Now you try to make further investigation dependent on some XXXX that the receipient, which you cant identify, has not received the money. That makes neither sense nor does it show the competence of a financial institution. 
XXXX In this case I will let the payment team know, as soon as I have an update I will let you know XXXX Her is a copy of the contents of their receip, which clearly states 'transfer ' and not 'direct debit ' and the account number missing. 

Value date : XXXX Status : COMPLETED Type : ACH Transfer Transfer Confirmation Amount {$1000.00} Payment reference XXXX Payer details Name XXXX XXXX Account number XXXX Routing number XXXX Beneficiary details Name XXXX Account number Routing number XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation