Consumer complaint received 2022-03-29
Company: Revolut Technologies Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Wrong amount charged or received

Complaint:
On XXXX XXXX, 2022 I made an outward transfer of {$6000.00} to one of my payee namely XXXX XXXX in XXXX through the Revolut app on my phone. I have previously made several other outward transfers from Revolut to other payees and therefore assume this transaction would follow the same course. However, to my surprise when I went to transaction summary ( Exhibit XXXX ), I noticed that my transactions had got duplicated. This further visible when viewing my XXXX statement marked in yellow ( Exhibit XXXX ) where the both transactions have clearly identified. The first transaction of {$6000.00} I had initiated it and the second transaction of the same amount to same beneficiary, the Revolut system had duplicated. 

I immediately within XXXX minutes of the duplicated transaction informed Revolut in app chat as that was the only source of communication permitted by Revolut as there was no phone number to communicate any transaction errors or such grievances. My chat session with representative XXXX initially, followed by the fully narrative with several other representatives who were involved as this is how the Revolut chat sessions work with several representatives handling ones case, the full chat session is shown in Exhibit XXXX Despite my insistence in the Chat session ( Exhibit XXXX ) that I had no way to recovery the funds from the beneficiary as he is different country and my transaction was with XXXX XXXX only on one off basis. Revolut representative keep on telling me to recovery the funds from the beneficiary. This is despite they acknowledging that there was error on their part and even if for a moment we assume that I had initiated the second transfer ( which I did not ), I had cancelled the second transaction within XXXX minutes which is what Revolut stated was the time limit required to cancel such transfer. 

Revoult did not recover the funds when in fact the error was made by the app or the system based on Technical glitch. In fact, this was duly acknowledged by Revolut representative XXXX in her response ( Exhibit XXXX ) to my complain when I initiated a complain through the Revolut compliant management by sending an email ( Exhibit XXXX ) to XXXX disputing the second {$6000.00} transaction which I never initiated. 

In addition to confirming that the duplicated transaction was not initiated by me as articulated in my complaint and in the chat session. I also responded to cancel the duplicated transaction within XXXX minutes of the transaction as required by Revolut email received confirming the transfer ( Exhibit XXXX ), in response to my complaint the Revolut representative XXXX ( Exhibit XXXX ) acknowledges the error on their part in not being able to cancel the transaction despite my timely notification. ( Pl note that I cancelled the transaction within XXXX minutes on my own accord when in fact I did not have to do this as the transaction was initiated on the serious operational failure on the part of Revolut. As per remittance confirmation message ( Exhibit XXXX ) states at the bottom of its message, it states If making a remittance, you have a right to dispute errors in your transaction. If you think there is an error, contact us within 180 days using the Revolut mobile application or emailing us at XXXX. You can also contact us for a written explanation of your rights. You can cancel for a full refund within XXXX minutes of payment, unless the funds have been picked up or deposited. 
The above message clearly articulates that you can cancel for a full refund within XXXX minutes of payments. I have cancelled the duplicated transaction within XXXX minutes ( even though I never initiated it in the first place ) and this has been clearly acknowledged in Revoult representative XXXX email response ( Exhibit XXXX ). Whereupon she articulates in her message that Having checked your claim, I can confirm that the incident you experienced had been escalated to our Payments team as soon as you reported it. Nevertheless, our specialists were not able to cancel the transaction due to the fact that it had been completed by the time they started the investigation of your case. With this in mind, I understand how troublesome and stressful it has been for you, and I am sorry for that. I can assure you that we are doing our best to detect any possible software related issues in advance. However, sometimes we are pliable to possible technical problems. In addition, as disclosed in Clause 27 of our [ Terms and Conditions |https : //www.revolut.com/en-US/legal/terms ] : We'll do as much as reasonably possible to make sure that our services are not interrupted and are accessible at a reasonable speed. However, we can't promise that this will always be the case or that the services will be free from faults. 

As shown by the email shown above Revolut has blatantly violated their own policy of being able to cancel a transaction with XXXX minutes. And despite they stating that they have tried to cancel but the transaction was already completed. This is inaccurate as shown by the payment confirmation shown in Annex XXXX where the transaction was still not credited to the beneficiary account even after 2 days. This confirmation was shared by Revolut representative in his in App chat sessions when I requested a recall request, he stated that funds still to be credited to beneficiary account and he is working with intermediary bank to retrieve the funds. 

However, on XX/XX/XXXX ( Exhibit XXXX ), I received an email from Revolut representative stating that they could not recall the funds since it is was credited to the beneficiary account by the XXXX Bank. They had attached a XXXX message stating this details. 

This is total preposterous response because in their email communication they have accepted that there was genuine technical error on their part which resulted in the duplicated payment. They have accepted their failure not have cancel the transaction within XXXX minutes despite my initiation to do so. They have apologize for their service lapse and give me a credit of {$50.00}. Yet they have failed to negotiate with the correspondence bank and recall my funds which was never meant to be two transactions of {$6000.00} rather it was only 1 transaction of {$6000.00} but duplicated due to revolut error as acknowledged in Exhibit 3.

Company response to consumer: Closed with explanation