Consumer complaint received 2025-11-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Revolut Technologies Inc.
State: WA

Complaint narrative:
I am filing a complaint against Revolut for failure to properly handle unauthorized transactions and for non-compliance with the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005.11 ). 

Between XX/XX/XXXX and XX/XX/year>, my phone, wallet, ID, and Revolut card were stolen. The thief used my stolen phone, XXXX card, and Revolut app to approve multiple unauthorized transactions totaling approximately {$810.00}, including several charges to XXXX, a hotel, and multiple retail purchases ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I promptly reported the theft to Revolut through their in-app chat, filed a police report, and cooperated with their dispute process. Despite doing everything required, Revolut repeatedly reset my dispute filing dates, closed cases, or marked transactions as not an error. They claimed certain transactions were XXXX Secure verified, but the verification occurred using my stolen devicenot by me. 

This conduct is a direct violation of federal consumer protection law. Regulation XXXX clearly states : > We will determine whether an error occurred within XXXX ( XXXX ) Business Days If we need more time, we may take up to forty-five ( XXXX ) days to investigate. If we decide to do this, we will provisionally credit your Card Account within XXXX ( XXXX ) Business Days for the amount you think is in error. 



( Quote from Revoluts own Consumer Prepaid Cardholder Agreement ( effective XX/XX/year> ). ) Revolut has failed to comply with this requirement. They have not issued provisional credit within XXXX business days of my original report, have not provided written acknowledgment of the investigation timeline, and have instead reclassified the case as a card-scheme dispute to avoid their obligations under Regulation E.

Additionally, Revolut has dismissed or closed multiple related disputes, including the XXXX charges, hotel transactions, and other merchant purchases, claiming no error found or incorrectly filed form. These decisions are inaccurate and negligent given the documented theft of my access devices and identity. 

I am requesting that the CFPB investigate Revoluts handling of unauthorized transactions and enforce compliance with 12 CFR 1005.6 ( b ) ( 2 ) and 12 CFR 1005.11. Specifically, I am requesting : 1. Immediate provisional credit of {$810.00} while the investigation continues. 


XXXX. Reopening and reclassification of all denied or closed disputes related to the theft ( including XXXX  and hotel charges ). 


XXXX. Confirmation that Revolut will handle this case under Regulation E rather than internal card-scheme policies. 
4. Regulatory review of Revoluts overall dispute-handling practices for stolen-device fraud. 



I am a father and currently in a financially critical situation. Revoluts mishandling of my fraud claim has left me without access to my own funds despite my timely reporting, police documentation, and cooperation. 

Please investigate this matter and ensure Revolut complies with its legal obligations under federal law and its own consumer agreement.

Attachments available : Police report Screenshots of disputes marked reset, cancelled, or not an error Revoluts chat messages citing XXXX Secure verification and card-scheme dispute handling

Company response to consumer: Closed with explanation