[RO] Worst banking experience yet
I have been a Revolut user for the past four, if not five, years and have used the service constantly. Although their services have declined compared to when they first started, I still wanted to open a Business account.
After completing all the required steps, it got stuck at the identity verification stage, which did not update for two days. Unfortunately, without a Business account being fully created, you can barely do anything in the app.
Eventually, I got tiered of waiting and reached out to support. They checked the issue and opened a ticket with an estimated resolution time of eight days, yep that is 8 days.
Imagine advertising that an account can be opened in “10 minutes,” but due to a bug in your system, your solution is to ask the customer to wait eight days. I explained to the support representative that this was unacceptable and requested either a proper resolution or the closure of my account. The representative not only failed to help resolve my issue, but also used ChatGPT generated responses, repeatedly cycling through "we know this is important to you" and "we are sorry" messages without offering any actual assistance or meaningful solution.
Only after I mentioned escalating the matter to EU consumer protection authorities did their attitude change, and they offered to close the account. But it gets worse.
They offered to keep the chat open so I could close the account through a shortcut they provided, because without it there was effectively no way to close the account since I could not access anything properly in the app. A few hours later, I received another message stating that they had discovered I already had a personal Revolut account and that they could use it to verify my identity. I agreed to give the process one more chance.
After submitting additional documents and complying with several more requests, I was informed that, unfortunately, they could not offer me a Business account at this time. That was it, no explanation, no transparency, and no alternative solution, just a generic apology and again, blocked by the app itself to do anything else, not even being able to talk with someone.
The most absurd part is that three days later, I received yet another message through the same chat (it was open although I couldn't acces it anymore) informing me that I had been successfully verified. I used that opportunity to finally close my account via the chat option they provided.
I intend to submit a formal complaint to EU consumer protection authorities regarding the lack of transparency in Revolut’s procedures, the captive and obstructive account closure process, and the apparent use of AI-generated customer support responses without any meaningful attempt to actually resolve the issue. What boggles me is the opaque scheme of not allowing anything inside the app, without an active account.