[GB] Someone opened an account in my son’s name. Support keeps sending us in circles with scripted responses
My son has had a child card, managed and topped up from my account
Last week we received a new card addressed to him, but there is no name on the card.
My son has only just turned 17, and says he did not open or ask to generate an account .
Revolut has confirmed that the disputed account is now restricted and the card blocked
I’m trying to establish what identification was submitted, how verification was completed, and whether the account has been used, so I can create a report of fraud and identity theft with the police
Revolut also said they added flags or markers to his details
I want confirmation that these identify him as a victim, rather than someone involved in fraud.
I’ve raised a formal complaint and an information request, but the customer service has been exhausting
They confirmed email was a valid way to handle this, then repeatedly told me to use in app chat.
They admitted earlier agents had used inappropriate scripted responses and someone promised personal ownership.
They repeatedly said the full history had been reviewed and escalated, then sent responses that appeared to misunderstand the incident.
One email told me to “stay in the chat” while they transferred me.
The latest asked whether I had noticed unauthorised transactions or shared a PIN, despite my report being about a separate account we cannot access.
They have also cited privacy restrictions on disclosure.
I’ve asked them to consider whether they can deal with me as his parent, taking account of his best interests in line with ICO rulings because I’m trying to avoid making my son manage this entire process himself.
Both the complaint and information request are supposedly active, but I still don’t have substantive answers.
I’ve asked for the whole correspondence and repeated handling failures to be included in the complaint.
Has anyone dealt with a similar identity theft case involving a minor?
How did you get it handled consistently by someone who understood the situation, instead of treating it as “verification request / card ordering / account issues”