Revolut - Fraudulent Transactions

[Kitty8]

Hello,

I woke up this morning to a message from Revolut asking if i needed to freeze my card due to a fraudulent payment on my account, they marked the payment as declined: fraudulent, they payment was to Alnajmat Alraaqia Ladi.
I froze the card and they suggested i get a new virtual card which i did, but as i looked down further through my transactions i discovered that 8 other transactions were taken: total of €880.96 !!

these were all the transactions

8.15	Suica Mobile Payment	€125.57
8.16	Suica Mobile Payment	€127.57
8.17	Pasmo	€125.58
8.18	Suica Mobile Payment	€125.59
8.19	Mobile Icoca	€125.96
8.20	Pasmo	€126.88
8.22	Pasmo	€126.89	REVERTED – the merchant cancelled this transaction . you have not been charged
8.23	Mobile Icoca	€126.81
8.24	Alnajmat Alraaqia Ladi	€124	CARD FROZEN BY REVOLUT- declined : fraudulent. Dubai

I immediately contacted them through the chat assistant as it's impossible to speak with as actual person. I was taking to 5 different chat assistant all day long passing me from one to the other and they advised me to submit a claim for all transactions that i didn't make, after an hour or so they then said all 9 Disputes were declined, this was the response:

After careful investigation, no trace of fraudulent activity was found on your account.
This transaction was made via Apple Pay\google pay, but you’ve indicated that you neither shared your card details with anyone or lost your phone, so, we’ve concluded that you are responsible for the transaction. This means we won’t be able to refund your transaction or assist further in the dispute
We have thoroughly looked into your request and we’ve conclude that unfortunately your dispute doesn’t meet our requirements. This means we won’t be able to refund your transactions or offer further assistance in the dispute

Bearing in mind that they actually flagged the 9th transaction as Fraudulent!

I asked to speak with someone and they responded by saying couldn’t fulfil my request to speak with a manager or someone on the phone.
And told me if I decide to escalate my complaint outside of Revolut, it won’t be considered until we’ve issued you a final response letter.

I contacted them by email: support@revolut.com and asked to speak to someone about activity on my card, they told me to contact their chat assistant on the app, i told them i wanted to speak to an actual person as their chat assistant was of no help, their response was:

As for your query, I can see that your issue was addressed via chat, and our team already provided a solution. If you still require help, please let us know and we will be glad to help you further.

after a few emails back and fourth they said i could request a call back from someone, so i'm to receive my call at 10.50 in the morning, i wonder if it will be an actual persons so i can get to the bottom of this disaster, but after this experience i am deleting the Revolut app and recommending to others to be aware of the app, and using cash & AIB card only going froward,

I have since found a few posts on here with the exact same problem, Revolut definitely take the side of the Fraudsters, they were of absolutely no help to me at all. I have go to the Guards about this in the morning, just wondering if anyone has been successful in getting money back, i can't afford to loose out on €880!

 

[Sue Ellen]

Hi,

Welcome to AAM.

Sorry to hear that you are going through this horrible experience.

You may well have read all the previous threads on this subject but if not they should be here.

This other thread may be an additional one to link above Conor Pope just does not like Revolut

Best of luck with your endeavours.

 

[DannyBoyD]

Can I ask if you had a high balance on your Revolut account or was the money transferred in from your bank?

 

[Gordon Gekko]

So the card was added to Apple/Google Pay? Did anyone have your card details? e.g. a hotel or restaurant taking the details over the phone. Sorry to hear you suffered this financial loss.

 

[Dr Strangelove]

@Kitty8

Do you have Apple Pay or Google Pay set up with the same Revolut Card?

If not, do you remember ever authorising the set up of Apple Pag or Google Pay via the Revolut app?

 

[Shelby219]

Do Revolut not send you a notification to your phone every time there is a transaction?

 

[Kitty8]

Can I ask if you had a high balance on your Revolut account or was the money transferred in from your bank?

I did have a high balance on my Revolut Card, if the 9th transaction hadn't been stopped by Revolut i would have lost more, the sick thing is i lost my wallet last week my AIB card and my Drivers Licence & some cash - so i was totally dependent on my Revolut, i have never tapped with my Revolut card until last week when my AIB card was gone, i still haven't received my new card so i was using Revolut to tide me over!! I was advised to transfer my remaining balance from AIB to revolute to make purchases...

So the card was added to Apple/Google Pay? Did anyone have your card details? e.g. a hotel or restaurant taking the details over the phone. Sorry to hear you suffered this financial loss.

Yes i had my Revolut card added to Google wallet, no one else had my details, never really used it to purchase anything, only to transfer from AIB to Revolut and Vice versa, apart from the transactions i had to make on it last week,

@Kitty8

Do you have Apple Pay or Google Pay set up with the same Revolut Card?

If not, do you remember ever authorising the set up of Apple Pag or Google Pay via the Revolut app?

The Card they took it from was a virtual card, i'm not sure if that was added to the Google wallet, i can't remember setting up google pay via Revolut app, think i just added the card to my google wallet.

I have a phone call from Revolut at 10.50... just not sure what to ask them at this stage! i am going to the guards straight after to report it,

 

[DannyBoyD]

Unscientific analysis of this & other cases seems to point to a combination of high revolut balances & links to Google Pay & Apple Pay.

At this point Revolut cannot be unaware of the security breaches; what people are reporting here / Irish Times is the tip of the iceberg. So to push it back to the customer is disingenuous at best.

OP, let us know how you get on.

And again, for anyone else reading this, reduce your Revolut balance immediately to 200 or even less & unlink from Apple Pay / Google Pay.

 

[Connard]

Unscientific analysis of this & other cases seems to point to a combination of high revolut balances & links to Google Pay & Apple Pay.

At this point Revolut cannot be unaware of the security breaches; what people are reporting here / Irish Times is the tip of the iceberg. So to push it back to the customer is disingenuous at best.

OP, let us know how you get on.

And again, for anyone else reading this, reduce your Revolut balance immediately to 200 or even less & unlink from Apple Pay / Google Pay.

Unlinking from your Apple Pay/Google Pay probably won't do anything. The problem is a scammer adding your card to their Apple or Google Pay. When adding a Revolut card to Google Pay, you need to put in a code that is generated and displayed in the card owner's Revolut app. Without this number it will not add the card. At least as far as I can see. So how do these scammers get a hold of this number. The only explanation seems to be the card owner was phished.

 

[Dr Strangelove]

The Card they took it from was a virtual card

When (if ever) did you use this virtual card?

i am going to the guards straight after to report it,

I wouldn’t advise anyone not to report a crime. Nonetheless the fraudsters are 100% located in a jurisdiction or jurisdictions on another continent and the chance of successful investigation here is almost zero.

 

[Knuttell]

And again, for anyone else reading this, reduce your Revolut balance immediately to 200 or even less & unlink from Apple Pay / Google PayPay

Given this and other serious fraud cases reported here and elsewhere, its at a point for me at least that this bank cannot be trusted so will print off statements and close this account.

I hope the OP has a quick resolution to this, can only imagine the distress this Pontius Pilate behaviour has caused them.

Once you get this final response letter lodge a complaint with Ombudsman.

 

[BigPineapple]

So how do these scammers get a hold of this number. The only explanation seems to be the card owner was phished.

Reminds me of something I watched earlier this week. I wonder if scammer has got so sophisticated that they can bypassed the owner's phone by using SMS based 2FA without the owner ever knowing.

 

[Gordon Gekko]

When you read about these frauds online, the root cause tends to be the person getting tricked by a fake An Post/eFlow text or similar.

 

[Connard]

Reminds me of something I watched earlier this week. I wonder if scammer has got so sophisticated that they can bypassed the owner's phone by using SMS based 2FA without the owner ever knowing.

Something like that happening in this situation seems incredibly, incredibly unlikely. A more likely situation is that they were phished.

 

[Kitty8]

Do Revolut not send you a notification to your phone every time there is a transaction?

no i never got any notification for a transaction, i really only used it last week, i tapped it a few shops over the weekend also. the only notification i got was when i saw a Revolut notification when i woke up, they wanted to know if i made the last transaction and if i wanted them to Freeze my card,

 

[Towger]

Did you have to enter a code for them to freeze your card, or did it just a Yes/No response?

 

[elcato]

Do Revolut not send you a notification to your phone every time there is a transaction?

I believe it can be if you select that setting somewhere. I vaguely remember switching it off as it was annoying. Might be phone notification setting for the app as well.

 

[peemac]

I know of at least 4 people who have had similar issues but smaller amounts. The most recent was at the weekend. In all cases revolut told them to take a hike and it was their fault.

Funny, I have never heard of anyone who had an issue with a Bank of Ireland, AIB, PTSB fraud where they are told to take a hike.

If you really need a revolut account, keep the balance to near zero. As a "bank" they really don't give a damn about their customer, hence customers should treat them with extreme caution

 

[Lightning]

I know of at least 4 people who have had similar issues but smaller amounts.

Gosh! Did any of the 4 people get to the route case? i.e. phished etc?

The most recent was at the weekend. In all cases revolut told them to take a hike and it was their fault.

I hope they pushed back on this with Revolut even if the sum was small. Revolut is truly awful with how they handle fraud.

 

[Lightning]

Something like that happening in this situation seems incredibly, incredibly unlikely. A more likely situation is that they were phished.

You would certainly hope that SS7 attacks are very unlikely - but not impossible. The sheer number of people reporting these issues has me questioning if phishing is really the route cause, albeit I accept that it is the most plausible explanation.