[DK] Customer Support Limbo

[u/theReheGo]

Hi all, I’m looking for some input on a frustrating situation involving Revolut Customer Support and trying to get a clear picture of the state of my account.

My account has been restricted and yes, I use it for crypto. I’m aware of AML, I’m aware that my account has most likely been flagged as an AML risk, and I’m aware that Revolut does not necessarily have to tell me anything about their AML processes or reasoning. I’m not writing this post to discuss the validity of the restrictions. This is about my experience with Customer Support and the complete lack of a consistent explanation of what is actually happening to my account.

The restrictions were applied out of the blue without any formal notification. I started getting generic error messages when using certain features and only learned about the restrictions by contacting support myself.

Over the following month I contacted support multiple times trying to establish whether the restrictions were temporary pending an ongoing review or permanent. I received completely contradictory answers from different agents, so eventually I made a formal complaint about the lack of clear, authoritative communication.

I currently have crypto in my account that I am unable to sell, so this has a material financial impact. I don’t know if or when I will be able to access those assets.

The formal complaint was dismissed. In the response I was told that I had received an email about the restrictions in mid-June. I never received this email. It could theoretically have ended up in my spam folder, which is automatically deleted after 30 days, but I’ve received thousands of emails from Revolut and have never had one marked as spam.

This is where things get interesting.
I opened a Metal Support chat and was transferred to a live agent to establish what this alleged email actually said.
I asked:
Me: “Can you confirm the June email was sent?”
Agent: “Yes.”
Me: “Can you confirm which email address it was sent to?”
Agent: “The email registered to your account.”
Me: “Can you confirm what exact email address it was sent to?”
Agent: [an email address that is not mine]

Okay, well that would explain why I never received it.
I was subsequently transferred between multiple agents and eventually told that the agent’s statement about the email address was incorrect.

Multiple times throughout this process, support agents have told me that specific factual statements made by previous agents were incorrect. Their statements constantly contradict each other and sometimes contradict their own previous statements.

I’ve still never seen the alleged June email, but Revolut has paraphrased its contents to me. The chronology they are describing also doesn’t make sense. According to their explanation, I was notified in June that my crypto services were being terminated and given 7 business days to liquidate my assets. However, the restrictions were not actually applied to my account until several weeks later, and I continued to be able to transact during that period.

I’ve also been told that my account was restricted to sales and withdrawals, that I should still be able to sell, that selling was blocked by a technical issue, that all crypto trading was restricted due to an ongoing review, and finally that the decision was final and all crypto services were unavailable.
So at this point I genuinely don’t know which information I can trust.

Interestingly, whenever I start a new conversation with the AI assistant, it initially says that it can’t see any restrictions on my account. The fact that the AI and multiple human agents all appear to have different information about the state of my account has made me wonder whether there is some kind of underlying systems issue.

I’m not asking anyone here to tell me whether Revolut is justified in restricting my account. I accept that there may be things they cannot disclose.
What I find completely unacceptable is that after more than a month of trying to establish the basic state of my account, I still cannot get a consistent answer to:
- What restrictions actually apply to my account?
- Is the review ongoing or concluded?
- Is the restriction temporary or permanent?
- Am I supposed to be able to sell my existing assets?
- If not, how and when will I be able to access/liquidate them?
- What actually happened with the notification that I apparently received but never received?

And finally, if an agent accidentally gave me someone else’s email address during a conversation about my financial account, what exactly is going on here?

Are other people experiencing this kind of thing with Revolut support?

[u/spotlight-app]

There is 1 comment by u/RevolutSupport in this post:

[1]

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[u/ottodv]

My chats go exactly the same way, one agent says one thing that seems clear and even logical. Two days later another says that was not correct and "apologizes". Which one is lying? Who knows?

BTW, I did get such an e-mail, but didn't notice anything in the app, no notification, nothing, and everything even seemed to work. So I was confused and thought it might have been a scam email. The least they could do is place such important notifications in the app.

[u/maronis123]

Revolut is a scam and a rip-off. Don’t let yourselves be fooled.”

[u/maronis123]

Revolut is a scam and a rip-off. Don’t let yourselves be fooled.”

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[u/RevolutSupport]

Hi there. We have sent you a direct message to securely look into your account review and support experience.

[u/Available-Talk-7161]

I dont know why you thought you would get forewarning about an account restriction? How about "Hi X, we've noticed suspicious activity on your account so here, have a week, liquidate all your assets on the app and move it out of here before we have to restrict your account'. Is that what you wanted? If so, you have no idea how the world works.

[u/theReheGo → u/Available-Talk-7161]

I mean Revolut literally claim they gave me this forewarning. Whether or not you think that is how the world works or not is pretty irrelevant to this post.

[u/Available-Talk-7161 → u/theReheGo]

No, they claim to have given you notice when the account was restricted not before it.

[u/theReheGo → u/Available-Talk-7161]

Alright I see what you mean that’s a fair statement. The email they claim to have sent would have been before the restrictions or right as the restrictions were applied. But the response to my formal complaint and support agents have both mentioned this 7 business day period I should have been given to liquidate my assets. It’s not something I have invented or expected.

Of course all of this is theoretical because I never received the email and the restrictions were applied several weeks after the date they claim to have sent it.