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I think the challenge goes beyond just profitability. I’m currently locked out of my Revolut account due to a bug on their end. There is no telephone support

I think the challenge goes beyond just profitability. I’m currently locked out of my Revolut account due to a bug on their end. There is no telephone support and no in app support until after you are logged in. Apparently you have to contact them via Facebook or Twitter for assistance. They are forever destined to be a toy with this kind of approach to people’s money.

shoo 7y ago
Interesting anecdote, thanks for sharing. In contrast legacy banks would likely offer both mobile & internet banking (if you're locked out of one the other might still work) & phone support & perhaps nearby physical branches, depending on where you are.
jlokier 7y ago
I was locked out of my Revolut account too, for about a day. I was able to chat via messages in-app. But each time I did, the support person asked me to upload photos of supporting documentation to prove my own other bank cards were in my possession, that sort of thing. I duly did so, and then there would be acknowledgement followed by silence at the other end for hours. Eventually the person would log off (their status is visible) and the system would show that it was "waiting" for someone to become available to handle my query. That "waiting for someone to become available" would typically last some 6 hours or so. Then I'd get someone, and we'd go through another loop, going nowhere, and them going silent on me. I read somewhere that this can go on for a week or more, which had me really worried because I'd put in about £1000 just before they locked the account, which I needed sooner than that. I also read that their Twitter and Facebook teams are much more responsive than their Customer Service. So I reached out on Facebook. Someone replied quickly that they'd asked somone in Customer Service to deal with my query, and... my account was unlocked about 15 minutes later. So, all credit to Revolut's Facebook team....
- londons_explore 7y ago
  This is common where the issue is something "hard" to fix, so the original employee punts it to the back of the queue and hopes someone else more knowledge takes it on.
Marsymars 7y ago
> There is no telephone support and no in app support until after you are logged in. Apparently you have to contact them via Facebook or Twitter for assistance. The legacy banks all seem to be moving to voice-recognition IVR systems which primarily exist to provide the same service as the website/app, but in a more frustrating manner. If I had a problem that could be solved on the website, I wouldn't be calling in the first place...
- tim333 7y ago
  In contrast I phoned Monzo with some minor problem and the CEO picked up. This was fairly early on though.
xiaodai 7y ago
U r a toy. Just contact them bus Facebook. Think how much they r saving not having a phone contact. Some of the savings get passed to you

shoo 7y ago

Interesting anecdote, thanks for sharing. In contrast legacy banks would likely offer both mobile & internet banking (if you're locked out of one the other might still work) & phone support & perhaps nearby physical branches, depending on where you are.

jlokier 7y ago

I was locked out of my Revolut account too, for about a day. I was able to chat via messages in-app. But each time I did, the support person asked me to upload photos of supporting documentation to prove my own other bank cards were in my possession, that sort of thing. I duly did so, and then there would be acknowledgement followed by silence at the other end for hours. Eventually the person would log off (their status is visible) and the system would show that it was "waiting" for someone to become available to handle my query. That "waiting for someone to become available" would typically last some 6 hours or so. Then I'd get someone, and we'd go through another loop, going nowhere, and them going silent on me. I read somewhere that this can go on for a week or more, which had me really worried because I'd put in about £1000 just before they locked the account, which I needed sooner than that. I also read that their Twitter and Facebook teams are much more responsive than their Customer Service. So I reached out on Facebook. Someone replied quickly that they'd asked somone in Customer Service to deal with my query, and... my account was unlocked about 15 minutes later. So, all credit to Revolut's Facebook team....

londons_explore 7y ago
This is common where the issue is something "hard" to fix, so the original employee punts it to the back of the queue and hopes someone else more knowledge takes it on.

Marsymars 7y ago

> There is no telephone support and no in app support until after you are logged in. Apparently you have to contact them via Facebook or Twitter for assistance. The legacy banks all seem to be moving to voice-recognition IVR systems which primarily exist to provide the same service as the website/app, but in a more frustrating manner. If I had a problem that could be solved on the website, I wouldn't be calling in the first place...

tim333 7y ago
In contrast I phoned Monzo with some minor problem and the CEO picked up. This was fairly early on though.

xiaodai 7y ago

U r a toy. Just contact them bus Facebook. Think how much they r saving not having a phone contact. Some of the savings get passed to you