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>> They're also prone to the start-upy customer service "minimalism" math. I have found their customer service to be very good. They respond within 2-3 minutes

>> They're also prone to the start-upy customer service "minimalism" math. I have found their customer service to be very good. They respond within 2-3 minutes so I don't know what you could ask more. It's nothing like Paypal.

angry_octet 7y ago
When you have a real problem with some aspect of Revolut their chat agents are not empowered to actually fix anything, they just follow a script. If the UI won't allow it, they can't help, and they won't escalate. The only path is to get your solicitor to send them a letter.
- rchaud 7y ago
  With a real bank, you can walk into a branch and speak with the person at the counter. The IRL dynamics alone make it much more likely that your issue will be addressed. That said, I use "traditional" banks and fortunately have not had issues that couldn't be resolved on the phone.
netcan 7y ago
Personally, I haven't had trouble, but I also haven't had problems to fix. But, I know a lot of people that use Revolut. They're big here (ireland), because we often use multiple currencies. Anyway, I've heard several first hand accounts of very bad C's on bigger issues, account lock-outs and such. It seems there is not an effective escalation. There have also been media reports. This is fine for a 2nd debit card account. I wouldn't use them for my current account.
virgilp 7y ago
My experience is that if you need to get past the chatbot to talk to a real person, it takes an undisclosed amount of time (minutes, but could be easily towards 30minutes), and then if you're not immediately attentive when chat representative responds, you go back as being "out of contact", and need to restart. And it's not like the app gives you a notification or anything if the chat representative comes online. I've never had to do something tricky like e.g. challenge a transaction with them, and I dread that perspective. What I read from people who had that problem is not encouraging.

angry_octet 7y ago

When you have a real problem with some aspect of Revolut their chat agents are not empowered to actually fix anything, they just follow a script. If the UI won't allow it, they can't help, and they won't escalate. The only path is to get your solicitor to send them a letter.

rchaud 7y ago
With a real bank, you can walk into a branch and speak with the person at the counter. The IRL dynamics alone make it much more likely that your issue will be addressed. That said, I use "traditional" banks and fortunately have not had issues that couldn't be resolved on the phone.

netcan 7y ago

Personally, I haven't had trouble, but I also haven't had problems to fix. But, I know a lot of people that use Revolut. They're big here (ireland), because we often use multiple currencies. Anyway, I've heard several first hand accounts of very bad C's on bigger issues, account lock-outs and such. It seems there is not an effective escalation. There have also been media reports. This is fine for a 2nd debit card account. I wouldn't use them for my current account.

virgilp 7y ago

My experience is that if you need to get past the chatbot to talk to a real person, it takes an undisclosed amount of time (minutes, but could be easily towards 30minutes), and then if you're not immediately attentive when chat representative responds, you go back as being "out of contact", and need to restart. And it's not like the app gives you a notification or anything if the chat representative comes online. I've never had to do something tricky like e.g. challenge a transaction with them, and I dread that perspective. What I read from people who had that problem is not encouraging.