Consumer complaint received 2024-05-08
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Revolut Technologies Inc. (MI)

Sometime in XXXX XXXX, I opened a Revolut account online ( I can't confirm this as I do not have access to my account ). On XX/XX/XXXX, I used my Revolut card to send some money to a friend. XXXX XX/XX/XXXX, when I tried to go into my account to check my balance, I was asked to enter my passcode ( Face ID was not working at this time for some reason ). I apparently have forgotten my passcode, so I clicked on " Forgot Passcode '' to reset. 

Thus began a series of XXXX ( XXXX ) attempts by me to get Revolut to verify my identity. 

XXXX ( XXXX ) times I submitted : * My full name, birth date, and social security number - none of which has changed since I opened this account. 
* My full mailing address - which has changed since I opened my account * My driving license, front and back * Selfies/photos of me alone ( using their own in-house software ) and several with me holding a piece of paper with the words " REVOLUT [ a code number I was given ] and the current date '' ( see attached photos ) * Previous devices I had used to access my device : Laptop - I have changed this device twice since I opened my account XXXX - I have changed my device twice since I opened my account XXXX - I have changed this device once since I opened my account I tried to SPEAK with a human, but I can not find a Customer Service telephone number for them anywhere on the internet. There is only a robo-number to call if you want to block your account. 

All these issues were dealt with via online chat by an international off-shore team who were strictly following a script... the same script I was asked to go through XXXX times expecting a different result. They did not appear to have any history to show how many times I had called, how many cases I had opened, no notes to indicate any previous efforts to get through to them. 

I finally filed a Formal Complaint. The response was as follows, which basically instructs me to continue to do what I've done XXXX times already : My name is XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Revolut Technologies Inc . 

We have received your complaint on the XXXX of XX/XX/XXXX. We have investigated the problem that has led to your complaint, and I have gathered all the information we need to provide you with our Final Response. Thank you for your patience whilst we investigated your complaint. 

Our resolution : I appreciate the difficulties you have endured. I am hopeful that my explanation resolves your complaint. 

Our understanding of your complaint : Youre dissatisfied with our services following your request to verify your Revolut Account. In particular, you are unable to log in to your Revolut account through selfie or by providing a driving license.

Our decision in more detail : Im really sorry that youve had reasons to complain, and I empathise with the potential frustration you've experienced, along with any doubts it may have raised about our service 's integrity.

As a regulated financial institution, we may be required to pause your Revolut account, or a payment made on it, until your identity verification is complete. These restrictions are based on multiple factors, including legal obligations. In order for your Revolut account to be fully operational and functional, you will need to complete the verification process of your identity. 

This policy is in line with a banking regulation commonly known as 'Know Your Customer ( KYC ) or 'Customer Due Diligence ' ( CDD ) and is the process of a business verifying the identity of its clients. Revolut does not benefit from limiting our customers accounts, therefore, we always aim to review the cases as quickly as possible in order to minimise the impact of it on our customers. 

Additionally, we of course understand the importance of accessing your account seamlessly and the impact it can have on your overall experience with our services. Please know that we take such matters very seriously, and we are committed to ensuring a smooth and trouble-free experience for all our customers. 

After reviewing our records, we see that your account was last accessed on the XXXX of XX/XX/XXXX. Our customer support team has been reviewing your case diligently since you first contacted us via chat on the XXXX of XX/XX/XXXX. Despite our efforts, you werent able to successfully log in into your account. We sincerely apologize for any delay in resolving your query. After thorough investigation and close monitoring of our systems, I can confirm that there are no ongoing technical issues affecting our login process. Additionally, we have contacted the Verifications Team internally in regards to the troubles you faced with accessing the account. In light of this update, I believe that you should now be able to access your account without any further hindrance. 

In the meantime, I would suggest that you go through these troubleshooting steps also detailed in our Help Centre I can not log in : Ensure that you are using the correct phone number/email and password combination. 
Reinstall the Revolut app Try accessing your account through our Revolut Web app. Please see our Help Centre article Accessing the retail web app.

You may be asked to either enter a One Time Passcode ( OTP ) which you should receive via SMS ( do not share this OTP with anyone ) or authenticate through email. If for some reason you can't receive the SMS OTP, wait for the 'Resend code ' countdown to expire and tap 'Resend code '. This will give you the option to receive an email authentication instead of the SMS OTP. 

In most cases, the above steps effectively resolve any login difficulties experienced by our customers. However, should you still encounter any challenges please dont hesitate reaching out to customer support via our in-app chat and as recently asked by the Verifications Team, please provide the latest screenshot of any error you would receive.

For your information, if you fail the verification process more than XXXX times, you will be directed to the in-app chat support, even if you are not logged in. You can also consult the instructions detailed in our Help Centre article How do I contact customer support. 

We've found that weve acted within the [ set terms and conditions|https : //www.revolut.com/en-US/legal/terms/ ] previously established, and in light of these circumstances, I hope you will be able to log into our account now and that you find the explanation transparent. 

Best regards XXXX XXXX http : //www.revolut.com