r/Revolut • u/Alternative_Land6725 • Dec 10 '24
Payments Revolut chargeback process is a nightmare—anyone else?
I’ve always loved Revolut and I’m an ultra Member but my recent experience with their chargeback process has been a complete mess!!
A few weeks ago, I started a chargeback case. They asked me for documents, which I provided right away, and then requested the ARN (a reference number to track the refund). I went out of my way to get it from the merchant and even had a physical meeting with their team and their bank, who confirmed the refund was processed and provided proof.
What’s worse? The case was accepted and closed by Mastercard after the merchant complied. Yet Revolut is still claiming that it’s “ongoing” until December 22nd, and their support team seems to have no clue about what’s happening. I’ve had to explain myself to multiple agents, and they either ignore the chat history or ask redundant questions like, “Which transaction are you talking about?”
Has anyone else dealt with this level of incompetence? How do you even get Revolut to follow through and fix things? I’m losing trust in their ability to handle basic issues.
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u/WorldNomade Dec 10 '24
I’m in a middle of a chargeback case, because of a hotel that I booked with Revolut, but until now they only refunded the money provisionally! 🤞
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u/WisdomVegan Jan 24 '25
Currently in the same process. Booked hotel with my main card in my own currency. Arrived at hotel abroad and was asked to make a refundable (was told within 7 days after check out) holding deposit in the local currency so I used revolut.
Didn’t hear anything from the hotel or on checkout. Turns out the hotel took the entire deposit citing “facility fee, tax and a smoking charge”… we don’t even smoke lol.
The deposit they took on day 1 magically covered all their charges.
Hoping Revolut pulls through as it’s a decent chunk. (I’m a Ultra member so if they don’t I’ll be leaving for Monzo instead)
How did your chargeback go? Did you get it back?
1
u/WorldNomade Jan 24 '25
I already read a lot of comments that is the new scam, asking for facility fees and son on …
My situation was a bit different. I booked the hotel using Revolut and paid upon arrival. However, the room was very dirty, so I spoke with the reception and contacted Revolut support. Revolut reached out to the hotel, and the hotel confirmed that they agreed to issue a refund and asked for my IBAN to process it (first red flag 🚩, as they could have simply reversed the payment).
They then started making excuses, claiming the IBAN was incorrect, sending fake transfer proofs, and even saying the bank was closed 😂.
I initiated a chargeback request, and Revolut provisionally refunded me about a month later. However, I’m still waiting for the final decision—it’s been about three months now.
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u/WorldNomade Jan 31 '25
Just got the confirmation of the chargeback 🎉
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u/Background-Resort889 Dec 10 '24
Got 2 great experiences with chargebacks and Revolut. 1st one about an order made with no news afterwards. Took 1.5 month to be resolved, successfully. 2nd one about a free trial cancelled but charged anyway. Took about the same time to be resolved (was provisionally refunded the day of the dispute) and was also won. They even responded on their own at the merchant response after 2 weeks. Very satisfied!
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Dec 10 '24
They can’t do that if Mastercard has ruled in your favour the funds MUST be returned to you. I had a chargeback case last year not with Revolut but another bank, I had cancelled a subscription but they had a pre-auth on my Mastercard credit card, then on Christmas Eve they cleaned out the account.
Naturally I had the proof, but it was 30 days before the clock started, then the merchant wanted something else more info, this reset the clock ago, and so it went back and forth for months until I filed a complaint about my banks handling of it, then it eventually got go arbitration with Mastercard. They saw the evidence they agreed and the money was in my account that morning.
Don’t sit on your laurels about it, take it to your Financial Ombudsman, if you are not getting anywhere. Make menace of your self threaten to sue.
Church Mastercards rules regarding the chargeback and timescale of where you are based, they are on the Mastercard site.
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u/robin-jack Mar 11 '25
I have a issue so oday, I tried to refuel my car, but as soon as I started, the fuel pump shut off immediately, and I wasn’t able to fill up. I tried again and was first charged 38 NOK.
When I attempted to pay again, the transaction was declined. When I checked my account, I saw that my balance was 0 NOK because I had been charged 980 NOK for fuel—but this is incorrect. I was only able to hold the pump for a few seconds and didn’t receive any fuel. My fuel tank level also remains unchanged.
A few minutes later, I noticed that two additional transactions of 2000 NOK each had been attempted, but they didn’t go through since I didn’t have enough funds in my account.
To actually refuel, I ended up paying 500 NOK with my Mastercard, as the 980 NOK transaction had not been processed properly.
I’m very concerned about these incorrect charges and would like this issue resolved as soon as possible. Could you please investigate this and help me get my money back?
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u/RevolutSupport Official Account ✅ Mar 13 '25
Hi! We're sorry to hear about the incorrect charges. We've reached out to you via DMs. Please get back to us there, so that we can look into this for you. Thank you.
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u/Maleficent_Aioli_386 Sep 17 '25
Bought washing machine from britappliance.shop to find out the very next day the company isn't available and hasn't for over a week. Don't respond to my many emails. And was supposed to be delivered days ago..
Sent email conversations. Receipts and the status of the merchantbon shop app.
Revolut said they tried to contact the merchant to tell them to refund ne but had no response either..
Now had notification to say submitted to merchant and have to wait 45 days..
I can't live this long without washing machine 😫
Surely I should receive provisionalrefund as cleary they can tell I've been duped. Sent very good evidence and mor. Please help
1
u/bedel99 Dec 10 '24
I started one today, seller is a large company. Listed items for sale, I ordered it, they contacted me back right away to tell me that they cant supply the item as new, only show room stock. I can buy it some where else so I said no, they asked then if I wanted to cancel the order they should have canceled it, as they cant provide the item. After I said of course the vendor took the money.
I will see how it goes with revolut.
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u/Alternative_Land6725 Dec 10 '24
Anyone know how to get in touch with an actual chargeback expert at Revolut? I’m not talking about someone copy-pasting generic replies, but someone who really understands the process and can track my refund properly. The back-and-forth with support has been beyond frustrating—surely there’s a way to escalate this to someone competent?
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u/Previous-Program2410 Dec 11 '24
Going through the exact same process this morning. The company who I chargebacked have actually been super helpful and sent me their proof of chargeback and that they accepted it. Revolut keep saying they need til 29th of December. I opened this case on 4th of November
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u/Dvaidian Jan 07 '25
I have opened a chargeback case in last December but even not abel to see it anywhere. I have went through the process, provided the documents, mails with the merchant as evidence but nothing that I could see in Revolut. Like it was not even started although it did show at the end of the claim when I submitted that everything is in their hands now and it can take a couple of weeks. Is there any way to get info about it anywhere or just start it again? -.- I love Revolut but that part is terrible.
1
u/SoulOfUniverse Dec 12 '25
Revolut sucks 100%, I've initiated 4 different chargebacks all of them are 0 success, even with the hotel they've done provisional chargeback and then my dispute was declined and they took the money ) they said Merchant has provided the terms and conditions on which you have signed and I replied the whole idea of charge back is because those terms and conditions are more often are illegal according to internal country laws and etc and Hotels should never charge you the money when you really didn't use the service. I've used VISA charge back via Barclays bank about 4-5 times and all of them were 100% success, so I believe Revolut just simply cares about the reputation infront of the Merchants and don't want to do a favor towards their customers.
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u/RevolutSupport Official Account ✅ Dec 13 '25
Hi! We're sorry to hear about your experience with the chargeback process. We've reached out to you via DMs to look into this for you. Please get back to us there, so that we can look into this for you. Thank you.
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u/CobblerValuable6045 Mar 14 '26
Bonjour comment sais fini votre histoire ? J’ai exactement le même problème
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u/RevolutSupport Official Account ✅ Mar 18 '26
Hi there! We're sorry to hear that you had the same experience with your chargeback process. We'd like to take a closer look into it. Please send us a DM when you have a moment. Thanks.
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u/djoxo Mar 28 '26
Hey how was your case ended ? I have similar problem and during the chargeback the merchant did issue a refund , but i see no refund on my account and the chargeback is still ongoing .
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u/RevolutSupport Official Account ✅ Apr 05 '26
Hi there. We're sorry to hear about the confusion regarding your refund and the ongoing chargeback. When a refund is initiated by a merchant, it may take up to 5 business days to reach your account. We would like to take a closer look into your case and assist you further, so we have sent you a proactive DM to securely gather your details. Please check your inbox.
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u/Beneficial_Ideal6128 May 13 '26
Hola, hemos sido estafados con 980 € por dos entradas a un jardín en Marrakech a las que no fuimos, cuando el coste real era de 30 €. Hemos reclamado a Revolut y nos han desestimado la reclamación. Una supuesta página pirata de suplantación de identidad que ya han alertado en instagram , voy a ponerlo en manos de abogados pero tiene un coste importante , casi el valor de la deuda .. enfin una vergüenza
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u/RevolutSupport Official Account ✅ May 19 '26
Hola. Queremos ayudar a resolver los problemas que estás enfrentando con tu reclamación rechazada y la estafa que mencionas. Por favor, envíanos un DM para que podamos localizar tu cuenta de forma segura e investigar esto más a fondo.
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u/Bubbly_Strategy_8440 Jun 05 '26
I am having similar issues. Provided all the information they requested and they closed the case saying I didnt provide enough information. When I got on to chat they said I have to resubmit and mentioned information that I had failed to provide yet it was info I had already given. Its so frustrating as anyone using this service is obviously already frustrated in the first place and feeling ripped off by a vendor and now revolut is just pushing it away and not helping.
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u/RevolutSupport Official Account ✅ Jun 11 '26
Hi there. Please send us a direct message so we can securely look into your chargeback case and review your recent chat interaction.
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u/paolo_memoli Jun 13 '26
Yep suffering from this too.
Bought an annual subscription, after 1 month merchant changed service without asking or telling me, immediately requested the service to be cancelled, ignored by the merchant.
Captured all evidence and started a chargeback with revolut - they looked at everything and first claimed I had already consumed the services, then admitted the service had changed but then made up because I didn't cancel it I accepted it. Even with my emails as proof - I was still in the 14 days window allowed since service changed
I get the feeling if I managed to 'prove' that it'll be something else I couldn't prove. Really feels like they are doing everything they possibly can to side with the merchant and not you - all surrounded by lots of 'sorry' (not sorry)s
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u/BusyAd6770 Jun 16 '26
Please help me with any advice.. it has been absolutely devastating and terrible
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u/HPoltergeist Dec 10 '24
Oh, yeah. They actually can't/not able to/don't want to help with chargeback requests (or anything else as a matter of fact).
They helped me 0 times so far and I had a few cases when I needed help.
They are not good for anything serious. Keep some money there and pay your pub bills or something.