Consumer complaint received 2022-07-02
Company: Revolut Technologies Inc.
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I created an account with Revolut on XX/XX/2022 in preparation for a trip to XXXX where I knew I would not be able to access Euros in cash. I received a transfer of XXXX XXXX pounds into my account on the same day, so the balance on my account from that day up until now has been XXXX pounds. 

I first attempted to use the card to place the deposit for an XXXX on XX/XX/XXXX, for XXXX pounds, but the transaction declined. I didn't notice that the transaction had declined because I had canceled my reservation at the XXXX before I checked my Revolut account I attempted to pay the deposit for a hotel on XX/XX/XXXX, and again the transaction declined, but at the time I didn't notice because I received a confirmation email from the hotel that my booking had been confirmed. In the app, every transaction I have attempted shows that is has been declined. 

On XX/XX/XXXX, I tried to pay XXXX pounds for laundry, but the transaction declined and this was the first time I realized that none of my earlier transactions had gone through. Every time the transactions declined, the app cited " security issues ''. I tried to transfer the money from RevoluXXXX into my XXXX XXXX account, but again the transaction had declined. This was when I realized that my card would probably not work in XXXX so I would not be able to pay for my hotel, food, or anything else while in XXXX because the XXXX pounds I had allocated for the trip were stuck and inaccessible in my Revolut account. 

Recognizing how dire the situation was, I contacted support ( which is only available on an in-app chat ) on XX/XX/XXXX at XXXX am XXXX and received my first response from them the same day XXXX am XXXX in which the customer service representative assured me that they would " resolve this issue... as quickly as possible '' and that they were " forwarding this to the concern department ''. I reached back out several times over the next few hours to ask for updates about the situation, and at XXXX am XXXX  I received a message from them stating that they were " reviewing '' my account. As of XX/XX/XXXX XXXX pm XXXX this was the last message I received from them in the app. Given that the circumstances of my issue with the app were urgent, I direct messaged Revolut on XXXX on XX/XX/XXXX at XXXX am XXXX They responded quickly, collected my information, and I was told that they have asked the team to " prioritize my case '' and that " hopefully they will respond via chat shortly ''. After not hearing back for several hours, I inquired again about when I could expect to have my case resolved, and once again I was told that they had told the team that my case was " urgent ''. I still have not been contacted by the in-app support and I can not access the XXXX pounds in my account in any way for any transactions. I have had to scrounge together money and pay expensive bank fees to withdraw cash that I do not have from my credit card account in order to survive in XXXX because I can not access the XXXX pounds in my Revolut account and there have been no serious efforts by Revolut to address the problem.

Company response to consumer: Closed with explanation