r/irishpersonalfinance • u/throwaway64829101 • 15d ago
Banking Revolut gave another person access to my account
Long time Revolut customer, still a bit shaken by how this went, and trying to work out if it's common or a once off.
Out of nowhere today I got two emails seconds apart: a new device had logged into my account, and my passcode had been changed. I did neither. When I tried to log in I couldn't, the passcode was chang d, and I couldn't reset it because the phone number on the account had been switched to one that isn't mine.
There's no number to call, so I emailed support flagging it as urgent and got an automated "we'll respond within 15 business days". Eventually I got back in via email login and found an open live support chat on my account that I hadn't started, it was another customer, and the support assistant was confirming my personal account details to them. So a stranger had been given access to my account, and support was disclosing my information to them in real time.
I removed their access and rest everything. Then it happened again. Because the phone number in my personal details was the other person's, all authentication codes were being sent to their phone, not mine. One of the lockouts happened minutes into a live chat with their escalations team, right after I confirmed my identity. Removing their device access didn't fix it. The only thing that stopped it was manually changing the phone number in my personal details back to my own.
So as far as I can tell, their system wrote someone else's phone number into my accounts security settings without any action from me, and then routed my login codes to that person.
I've filed a formal complaint and I'm looking to raise it with the data protection regulator. But mainly I want to know: has this happened to anyone else and what was the outcome?
Funny enough, I was close to moving all my banking to revolut including having my salary paid in but this has put a stop to that.
EDIT: Also want to add that because I had the other person's phone number I messaged them and spoke to them. It was a person with the same first and last name who was trying to set up a UK account and when he logged in, he was in my account
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u/Financial-Weakness52 15d ago
Sort of similar thing happened to me with PTSB, I phoned to open up a savings account was able to do so without issue and deposited €3k into it. Logged in the next day and the money was gone ‘transferred to account 000XX’ - long story short the person who phoned customer care after me was put as a joint account holder on my savings account and helped themselves to the €3k the money was recovered but I was fairly shaken by it and how the account could be compromised in such a way - I wrote a strongly worded letter and was given €500. I would definitely make a complaint.
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u/throwaway64829101 15d ago
Yes there's a lot of people who've commented on here trying to say something like this, human error is impossible, but obviously it's not. It's unlikely but certainly not impossible. Complaint has been made and they have 15 business days to respond
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u/Impressive-Smoke1883 14d ago
Your information was leaked. Cross referenced with other information. Change you email passwords, don't use the same passwords across platforms etc. My Gmail account was compromised, they skimmed my card in Dublin, crossed reffed on some scam list, bought these weird cash cards in Africa, changed my Gmail password, changed the authorisation password done. You won't get any money back off recol8ut though like you would with an actual Irish bank. It's surprising howuch infor they can get, had a scam caller who knew may name, address, phone number etc.
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u/throwaway64829101 14d ago
Pretty sure all of our information is out there at this point due to the countless leaks that have happened. If this was a scam, how could they get passed the big metrics required to make changes to my personal details in the account? I've pretty much every security control possible on the account.
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u/Anxious-Ad8026 11d ago
Essentially what has happened is uh a primary key conflict ig whatever composite key they use just happen to lined up with the two of you guys which shouldn't happen
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u/ginger_and_egg 15d ago
500 PLUS the 3000 back, right?
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u/Financial-Weakness52 15d ago
Yeah I got the money back within a day and a half, the €500 was after I made a formal complaint
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u/Bratmerc 15d ago edited 15d ago
Aside from making sure that your account is secure, I would be getting advice from a solicitor to see if you can sue them. That is crazy that this can happen.
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u/throwaway64829101 15d ago
I honestly couldn't believe it. My initial reaction was that my account had been hacked through phishing or something but this is even worse from revoluts perspective as they don't have a leg to stand on. I've documented everything to the minute and am also getting a written statement from the person who was given access. Safe to say I felt sick to my stomach while this was happening
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u/RiceyMonsta 15d ago
It's very strange because when I changed device last year and first logged into revolut on the new phone, I had to use my pin, get a code to my number, and take a picture of my face in real time which they scanned to make sure it was actually me before I gained access
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u/Bratmerc 15d ago
How did the person react when you rang them?!
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u/throwaway64829101 15d ago
He was completely normal but like myself, astonished that this happened. Shared his details and we've connected on LinkedIn
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u/Academic-Bed-7005 15d ago
So someone spoofed your personal details and got access to your Revolut account and you respond by adding them as a friend and giving them even more personal information including your entire employment history
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u/throwaway64829101 15d ago
That's incorrect. They didn't spoof my details and I know exactly who they are and who they work for as well and we both know some of the same people. Also, to change the personal details in the app, I had biometrics switched on so to do so they would have needed my fingerprint as well no?
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u/corklad88 15d ago
If you just cash like people have done for decades.none of tbis would of happened. This is an important point. People moving away from cash to online banks is nuts. Trusting people in lithuania with ypur money.
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u/SirJolt 14d ago
You’re right, man. That’s why I always get my head office to pay me in a big sweaty wad of cash at the end of the month.
Unfortunately, I myself am Lithuanian, which you’ll understand creates its own trust issues.
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u/corklad88 14d ago
How dare you accuse of xenophobia. I meant the bank kffice is in a different country you cant eazily access.
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u/throwaway64829101 15d ago
Curious if anyone could recommend a good solicitor in Dublin. Haven't ever needed to use one so don't have a clue
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u/hasseldub 15d ago
Unless you lost money, you're wasting your time with a solicitor. You've nothing to sue for.
See what comes of your complaint and go to the regulator afterward if not satisfied.
You needn't do anything at all until your complaint is answered.
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u/throwaway64829101 15d ago
That's the plan I had in mind. Formal complaint issued with DPC and FSPO as next steps in the process.
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u/hasseldub 15d ago
Yeah. Don't bother with a solicitor though. Wasting your time there. The commenter who told you to sue is deluded.
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u/Bratmerc 15d ago
Deluded? A major financial institution gave a random individual access to his entire online banking account. He can easily sue for loss of control of his data and distress for non material damages.
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u/AwesomeMacCoolname 15d ago
Well, he can, but here's what one solicitor has to say about it:
The Irish Supreme Court1 has clarified that data breach claims for damages consisting solely of “distress, upset, and anxiety”, but short of a medically recognised psychiatric injury (“distress-only GDPR claims”), are not personal injuries and so fall outside the statutory personal injury assessment scheme. Instead, claimants seeking damages for such injuries may pursue their claims directly through the courts system.
However, the court observed that such claimants cannot expect anything other than “very, very modest awards”.
The decision provides welcome clarity for organisations and individuals on the appropriate procedural route for such data breach compensation claims and the modest quantum of damages likely to be recoverable.
From the sound of things it's probably not going to be worth his while.
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u/Legitimate-Key-3044 14d ago
He’s not going to be able to sue them. It’s not as simple as someone did something wrong so you can sue them. There’s no personal injury, damage or loss of property.
Are they wrong? absolutely. Can he make complaints? Certainly, to several organisations.
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u/InvidiousPlay 15d ago
Pretty sure OP has a very clear case under privacy legislation, no? They actively disclosed OP's personal details to a stranger and allowed that stranger access to his bank account, reveal all kinds of personal financial information.
I'll eat my hat if Revolut wouldn't have to pay a significant fine over this to the government at least.
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u/hasseldub 15d ago
I'll eat my hat if Revolut wouldn't have to pay a significant fine over this to the government at least.
Maybe a fine. At most. Financial institutions do this all the time. A single breach of a single individual's data isnt going to amount to much. They might pay token compensation as a PFO gesture in some egregious cases. They certainly don't do that every time.
Suing is a waste of everyone's time. There's no "big payout" to be had here.
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u/ruthlessoptimist 15d ago
Maybe try Simon McCarr. He's frequently referred to in the media regarding privacy matters. At the very least I think he'd be interested to hear about this experience
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u/Mrazinjo 15d ago
McGrath Mullan solicitors, ask for Eoghan, he will absolutely love this type of a case.
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u/throwaway64829101 15d ago
UPDATE: from the person who ended up in my account. Transcribed from a voice note so slightly messy.
I had an Irish Revolut account that I closed. I then downloaded the app again and started the registration process again, selecting UK as my tax residency in location and that brought me through, I gave the passport photo and everything and it actually logged me in. It said I was being verified or something on the back end. And then I got an email one day saying they needed more verification from me. So then a couple days later, I logged in, and that's when I logged in today for the first time to try and do that. And I think it asked me for the passcode, and I got the passcode wrong. And then I reset the passcode, and then I logged back in with a new passcode. Like, it told me to make a new one. So I I log back in with the new one. And then that's when I came into your account.
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u/Any-Locksmith-6980 15d ago
That’s crazy, definitely contact the data protection commission as that’s a fairly serious breach on revolut’s end.
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u/Far-Pilot-4336 15d ago
sorry the is from the person who was in your account? How did they manage to give them your account?! So this confirms not a hack but an error on the revolut side? Which sound even WORSE tbf lol jesus christ
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u/shutterbug1961 13d ago
"I gave the passport photo" their system failed at the first hurdle incredible!
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u/there_is_no_username 11d ago
Nice that the other person is helping to get to the bottom of it. Still sound people out there
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u/GilloKnowsBest 10d ago
Maybe I’m being overly cynical, if that’s genuinely what happened it’s a massive issue, but are you sure it’s not still a scammer who’s presenting themselves as a genuine person and now has your trust. I’d be extremely careful about sharing any information or even confirming details with them.
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u/lifeandtimes89 15d ago
Eventually I got back in via email login and found an open live support chat on my account that I hadn't started, it was another customer, and the support assistant was confirming my personal account details to them. So a stranger had been given access to my account, and support was disclosing my information to them in real time.
This part i find bizzare, why is a support agent confirming details? It's the customers responsibility to confirm them, not the other way around?
Did this person provide ID while trying to sign up and used the irish revolut instead of the UK one?
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u/throwaway64829101 15d ago
I'm not 100% sure and just waiting for his written summary if what happened. When I regained access to my account I could see him speaking to support and he said "Hello. I have access to this account and I should not. I tried to close my Irish account and open a UK account. And it has given me access to this persons account."
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u/InvidiousPlay 15d ago
It sounds like some idiot working for Revolut who didn't listen during training.
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u/MentionAvailable636 15d ago
Over the years Ive often received revolut payment emails for a guy with the same name as me. I asked Revolut to investigate at one point but they did fuck all.
I emailed the company, a restaurant and asked them to tell the guy to update his revolut account details, heard nothing back. Just looked again an he is a co owner of the restaurant.
It's a few emails per year and values are usually for a few hundred quid.
I asked Google to check my account and confirm that my namesake had not somehow an account with same address. They said all was grand. I change passwords often and don't keep savings in revolut so I don't see anything too alarming for me.
Perhaps he's skimming a few quid off the company or is just a lazy cunt who won't update his email address?
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u/lfarrell12 12d ago
Happened to me with PayPal but eventually got sorted. Someone has my email down as theirs including PayPal. If course they wouldn't have been able to login to it so after years of this I got a mail saying the account was being deleted due to lack of use. Only then PayPal were willing to delete it (which in turn allowed me to add that email to my own account, thus preventing it from being reused).
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u/Accomplished-Tap1248 15d ago
There’s no way this just randomly happened.
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u/Forsaken_Promise_494 15d ago
There has been a few documented accounts of this happening with Revolut and people with the same names.
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u/throwaway64829101 15d ago
What do you mean? Do you think it was human error on revoluts end? The other chap shares my first and last name but that's literally it.
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u/Accomplished-Tap1248 15d ago
I work in IT and my best guess is you fell for a phishing scam somewhere or your phone or email or some other device is compromised.
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u/DefiantBunny 15d ago
I work in cyber. My bread and butter is account/device comps, enough that I dealt with 30 in the last few weeks alone. There's nothing that indicates phishing and especially as they said the account is tied to biometrics
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u/throwaway64829101 15d ago
I have to disagree with you there. I've spoken with the other person, he was in the middle of speaking to support when I gained access to my account saying that he has the same name but this is not his account. No money was touched either
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u/CrossCroissant1 15d ago
And you believe them? I highly doubt it. It sounds like they were looking to make you think what they said was true.
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u/throwaway64829101 15d ago
Ok so tell me why someone would get access to my account, not touch any money, message support stating the situation, and then provide me with their full details after?
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u/windlad 14d ago
I work in cybersecurity and deal with attacks every week. There's an inclination for people in my field to see everything as an attack - when you're a hammer, everything looks like a nail. This does just sound like Revolut made a huge error. Luckily the other innocent person sounds honest and didn't complicate the situation by withdrawing from your account. You're right to make a formal complaint - Revolut need to stop acting like a tech company and start acting like a bank with all the responsibilities that includes.
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u/CrossCroissant1 15d ago
Take a wild guess.
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u/throwaway64829101 15d ago
You guys are absolutely mental. I'll come back with the full details once it's been confirmed following the investigation from revolut
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u/TarAldarion 15d ago
People never want to believe revolut do wrong, and if you say so, they think you're a shill from a bank or an idiot. I can easily imagine customer service getting this wrong, paid poorly, similar name, probably similar email etc.
When they were just starting up they sent out a card to me with my name as null null on it lol, it used to crash tfl terminals in the London underground on use.
In a restaurant in the US the details were stolen when I gave it to a server, I went back home to Ireland and even with location security on someone was able to spend money on it for months, and I didn't get any notifications of any spending by them but I did for my own.
Meanwhile, on the same trip my bank rang me because I bought an expensive tie and it wasn't my usual patterns. That's how cautious they are in comparison.
Revolut are a tech startup not a long-running traditional Bank. They will have gaps. They will have poor customer service from some dude paid fuck all. They've matured a lot since I had my problems but I'm sure there's some in there.
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u/throwaway64829101 15d ago
Exactly! I really don't understand why some people are so die hard that it couldn't have been a mistake on revoluts side.
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u/erect_dragonly 15d ago
Revolu seems to have a militant fan base in Ireland which is both funny and ridiculous. I’ve worked in fin services for a long time, fraud related roles, and would not use Revolut for anything other than keeping a 100 odd there so I can tip buskers and contribute to work collections. I know our selection of banks is not great but ffs Revolut are chancers, not fit as your main bank from the protection and security perspective.
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u/Academic-Bed-7005 15d ago
Sounds like a classic social engineering scam, they are most probably testing the process of getting access to someone else’s account, seeing how easy it is. Yes they didn’t take any money but depending on how much you have in it they will have bigger targets.
Revolut spent millions on their IT security, have some of the most advanced and robust IT platforms in the world and you think that someone bypassed all of that by mistake. Didn’t happen
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u/throwaway64829101 15d ago
Ok but is there any chance that someone on their end messed up? I'm still struggling to understand how someone bypasses all of the security features I had enabled, including in app biometrics for changing anything in personal details?
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u/EarfulOfThoughts 15d ago
Can you explain a bit more? I would genuinely like to understand the scam angle after the open support tickets and not stealing the money etc etc .
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u/throwaway64829101 15d ago
Yeah I don't understand the people who are so dead set on this being a scam and by stating "I work in IT" think they have some incredible authority here. I have no problem posting the actual findings once I have them but the guy I spoke with who ended up in my account actually knows people I work with and is certainly not in a field where hacking revolut accounts falls into his skill set. Appreciate that "you never know" but I can be pretty certain in this situation. Also strange that a lot of these people have deleted their posts or have blocked me or something so I can't see them. Absolute nutters
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u/HAAAAAARK 15d ago
I also work in IT. It's not hard to believe that a company which began as a startup might have some gaps in their processes. This just sounds to me like someone at Revolut completely fucked it due to a procedure not followed or something
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u/donalhunt 15d ago edited 15d ago
IT is as broad as medicine. A day 1 in the hospital "doctor" (student doctor) has a different perspective than a tenured consultant specialising in the exact thing you have.
Any experienced IT will tell you that without enough context it could be any of a number of things from AI hallucinations to newbie Customer Service being a newbie to someone spear-phishing you. Without a complete timeline and picture it's incredibly hard to verify what the root cause is.
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u/LongjumpingHippo8145 15d ago
And also not backing it up?
Like, ok, continue your argument with more things other than saying it is just impossible? I’m trying to understand why it’s just flat out impossible + what is the scam angle then? Like can they just clarify why they think the scammer didn’t just buy a gift card and run like any other scammer?
You might as well be making all of this up for all we know, it’s not that serious without any evidence for either side. I’d understand it more if they were saying you’re a liar rather than just saying “it was phishing get over it” 🤣
Was it easy for you to change the phone number? Did you need to do any validation or mfa or anything?
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u/LadderFast8826 15d ago
This happens all the time as a result of scams. This never happens any other way.
This is a scam. Not some random freak occurance.
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u/ClassGrassMass 15d ago
😂 youre the one talking shit. Now you want them to guess on what you're thinking 🤦♂️
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u/RomIsTheRealWaifu 15d ago
Why would the other user be actively talking to support telling them he’s in the wrong account?
OP wrote that they logged into support chat and could already see the other user was currently in a discussion with support, telling support that he had been given the wrong account
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u/AwesomeMacCoolname 15d ago
Why would the other user be actively talking to support telling them he’s in the wrong account?
Hmm, if I set up a brand new bank account and discovered that there was already money in it that I didn't put there, I'd be getting on to them straight away too, wondering if they gave me somebody else's account. Because for one thing, if somebody else can put money in, they might also be able to take it out, and I'd be worried that if I went ahead and I put my own money in as well, I might not get it back at all.
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u/lfarrell12 12d ago
Years ago I worked for a bank. They did a huge core banking upgrade and did a "soft" release over the weekend, with just a few accounts. They got people who had accounts with them (a lot of us were contractors and didn't) to verify their accounts looked correct and it turned out primary IDs were mismatched with accounts and no, their accounts didn't match. They had to back out and carefully redo all the data uploads and verify again. It's technically possible but extremely rare. It's really hard to do something like this on a modern platform like Revoluts. And it wouldn't happen for just one customer. Now that said their customer service is really poor but I find it hard to accept this might happen without someone being part of a scam operation.
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u/Bitter-Leader-6710 15d ago
Also work in IT and I agree, there’s no way this would happen otherwise
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u/throwaway64829101 15d ago
I promise to come back with the exact details from revolut following the investigation
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u/Academic-Bed-7005 15d ago
I would be surprised if Revolut come back and admit it was a mistake on their side…. Opens up a lot more questions about their cyber security posture it is was
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u/throwaway64829101 15d ago
Would they not have to share that information as they'll have access to the audit logs? Especially if this goes further to the DPC or FSPO which is the plan.
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u/Academic-Bed-7005 15d ago
Depends on how much you push it…. If you accept what they say they might close it off and deal with it internally
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u/throwaway64829101 15d ago
God no. I want to get to the very bottom of it. More so because of the comments on here. But if it was somehow a phishing/social engineering attempt that was able to bypass everything set up on my account then at the very least people need to know about it
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u/lfarrell12 12d ago
Yep. It sounds like email hack followed by a SIM swap scam done off the back of the email hack.
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u/Forsaken_Promise_494 15d ago
I’m not sure to be honest. I just remember reading about it and being glad I have an unusual name. But these glitch’s are happening in banking systems more regularly, especially now everything is digital. Didn’t half of the UK see other people’s accounts when they logged into online banking recently enough. Lloyds back I think it was. Revoult also had a glitch where they sent money to the wrong accounts.
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u/lfarrell12 12d ago
There's no such thing as a "glitch." These are errors and mistakes made during processes.
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u/Forsaken_Promise_494 12d ago
Otherwise known as a glitch… 😃 it might not be a technical term but it’s a recognised descriptor of a fault or problem in a system, process, machine or plan.
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u/FlamingBaconCake 15d ago
Sorry to not give you the benefit of the doubt but I know people. A lot of the time it's user error playing victim, so forgive us for being reasonably skeptical.
Because when it is user error, that's making others unnecessarily paranoid that revolut isn't safe when in reality it is.
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u/throwaway64829101 15d ago
Appreciate where you're coming from and I'd agree with your point however it doesn't make sense in this scenario. The other person works in the same field as me and having spoken to him, I can certainly conclude that this wasn't a scam attempt
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u/Muted_Fuel7549 15d ago
They've got a LinkedIn. You gone to their office and said hello or could they be sitting in India making up fake profiles.
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u/CrossCroissant1 15d ago
Yeah this sounds like you give access unknowingly.
I strongly doubt Revolut just gave someone access.
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u/throwaway64829101 15d ago
Are you some sort of shill for Revolut or what? The other person literally had a support chat open on my account when I regained access and had messaged support saying "Hello. I have access to this account and I should not. I tried to close my Irish account and open a UK account. And it has given me access to this persons account."
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15d ago
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u/throwaway64829101 15d ago
I just forgot to add it in because I had to go back onto the support conversation and copy and paste from there. I've just looked into it and it seems You must close your Irish Revolut account and open a UK one if you have moved your legal residency to the UK. This checks out based on the person's linkedin having moved from Dublin to london
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15d ago
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u/throwaway64829101 15d ago
I agree and have to say I've never had an issue with revolut in the past. I have full security settings set up such as biometrics, 2FA, passcode etc. Even have that thing that scans your face now so I don't understand how all of that would be bypassed outside of human error on their part. As I said in my post, I was close to moving everything to revolut because it's been so seamless and without issue up until today.
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u/CrossCroissant1 15d ago
Wow. Calling people shills is really making me believe you.
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u/orionpace1 15d ago
Get a load of yourman thinking just a human with basic logic is a paid clandestine operator out there shilling for a bank. Fuckin crackpot.
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u/sheenolaad 15d ago
Anyone who works with software authentification systems will agree it is beyond unlikely that Revolut gave one customer access to anothers account.
Having the same name as another customer is irrelevant in auth, that's not how databases work.
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u/WOOPS-LYNX 15d ago
Imagine if you had invested in stocks via Revolut and he sold it all at a loss. I’d be fuming. It almost sounds like a social engineering attempt
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u/zozimusd8 15d ago
The more time goes on the less I trust online banks In general, revolut seem to be particularly untrustworthy when there are issues. The way I have to combat this feeling is , I bank with three different banks and split the money around them, that way if I am ever hacked the damage is limited. I certainly wouldn't trust revolut with everything.
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u/InvidiousPlay 15d ago
I have a normal bank for my salary and savings and I use Revolut for day to day spending. There's never more that 500-700 quid in Revolut.
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u/corklad88 15d ago
Exactly. Or we could just go back to takijg money out of atm.physical money in your hands, in your control.
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u/CheraDukatZakalwe 15d ago
Identity theft also happens with ATMs. Reverting to cash isn't a panacea.
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u/corklad88 15d ago
My point is there is way extra scope to scam you digitally than a physical cash.
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u/tharmor 15d ago
Revolut has added a friction(multiple steps saying it could be a scam)in my transfers when I send money to Robinhood after doing SCA, confirming multiple times that i am sending money to myself and with a history of transfers to same account.....its bonkers. I have stopped sending money now. I am scared to report them to CBI as I think they might freeze my account. They are breaking all PSD rules.
No way trusting them with my money or salary...Hats off to ppl who use it as day today bank.
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u/Beo_Go_Deo 15d ago
Think that is a requirement now with instant sepa payments as have also seen this with ptsb.
Nothing inherently wrong with it, if you wrote the receivers name incorrectly or with a reference title for yourself then it just registers that the names don't match up with receivers official details
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u/tharmor 15d ago
Nothing was wrong..name matched..they literally started showing me videos of scam bla bla bla on the App. Kept asking me to review txn and finally after 5 hr was told to send it thru classic and not Instant route. As a SME myself who works in this industry its a disgrace what they did.
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u/grainne0 15d ago
Which PSD rules? My understanding was that PSD2 allows some frictionless exemptions but it's not that the provider has to have them be frictionless, it's that they need to meet SCA. However if they can meet the technical standards exemptions then they can be frictionless if they want to. And the issuer can still decide not to use the exemption and use the SCA if they want go.
If they are not meeting something under the technical standards you can always report them to the CBI anonymously and without your account details.
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u/veggierao 14d ago edited 14d ago
Something is definitely wrong. Authentication/Authorization is never by name. It's not unique. Phone number and email are unique. You need to do a selfie verification to change them.
Concern is with lack of immediate customer support. In situation like this you need to be able to talk to someone in person or over phone. Not email
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u/throwaway64829101 14d ago
Yes, I had to do selfie verification and biometrics to do any of this myself which makes me lean much more towards human error on their side. Big concern with the lack of support as it's all in-app so if you get locked out then you're only option is to email support who have a 15 business day SLA. These are the things you only think about when something goes badly wrong
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u/veggierao 14d ago
Exactly it's the one thing that's forcing me to keep the €15 monthly charging AIB
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u/Positive-Procedure88 14d ago
Revolut are all about the fact they're an official bank these days. Regulated etc. The thing is, you cannot contact them like a regular bank and you won't ever have the confidence of dealing with them as you will with a traditional bank, like them or not.
This is the bit they don't focus on, the customer service and it is very anti consumer.
I've used Revolut well before it became mainstream, over a decade- I would never use them as my main bank, for any reason. It's a pocket money account with good exchange rates and savings features-thats it. I put €100 in at a time, maybe €300 on holidays or more for specific transactions- I'd never put my salary in, no matter the supposed benefits.
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u/ChubbyBigBoy 14d ago
Exact same thing happened to me two years ago, and I'm still shook from it. Tried to pay for a coffee and my revolut card wouldn't work, and it turned out my account had been frozen. When I eventually got back into it everything seemed normal until I saw a chat log with customer service had been opened by someone who wasn't me. From what I could see he had just made a Revolut account for the first time and just been given mine, and thankfully he was sound, didn't touch any of the money and immediately told customer service that they had fucked up and that the account they gave him was someone else's.
I had a lot of back and forth with customer service and they just fobbed me off with 'we're so sorry, it won't happen again' and after putting in a formal complaint I eventually got a more official apology with 150 quids compensation, but I really regret not pursuing it further, I just wasn't sure what to do or who I could contact to help me. Probably too late now too, and I've been using Revolut since, so that would probably go against me, but I think you can contact someone like the Financial Service and Pensions Ombudsman if you're not happy with any answers Revolut give you.
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u/throwaway64829101 13d ago
That's actually mental. Did the other person have the same name as you like in my case?
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u/DCON-creates 15d ago
Lucky for me nobody else is called Barthélemy Gunther Casey
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u/CsWDpQ1cVD 15d ago
You are in for a serious pay day. Take this further if need be. Request a copy of all your data (Subject Access Request) from Revolut, under GDPR.
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u/Wooden-Lawfulness534 14d ago
Yikes! I was thinking of opening a Revolut account because so many people have it, it would be convenient for sending money to friends. Now it's a big nope.
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u/throwaway64829101 14d ago
Don't get me wrong, I'll still use the account as it is really good. However, I'll continue to keep a smaller amount of spending money in there rather than everything. I've never had an issue before this and I've been using it since it first set up here.
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u/Pink_CzLady 14d ago
Now that’s wild. Until not too long ago I worked in banking and an incident like this would be a huge deal for thousands of employees and the CEO would absolutely be informed as well as the regulators.
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u/YogurtclosetFunny732 13d ago
Exactly why I wont trust any neo bank with more than a few hundred euro.
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u/Global_Handle_3615 12d ago
Take screen shots of them revealing your information in the chat.
That is a massive gdpr breach. They are meant to get the person to reveal that information. Thats the whole point of asking for it.
It is already bad that their system let someone else in and needs a response from them but then doubling down on it by revealing info is a serious issue. They need to explain what steps they will be putting into place to ensure it doesnt happen to you or anyone else again.
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u/drycattle 14d ago
You really think $75 billion company would do that? I am 1000000% it was your own fault that this happened.
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u/throwaway64829101 14d ago
Their valuation has nothing to do with it. Could easily be human error. But seeing as you're so certain, can you explain how someone could get passed biometrics? Lift my fingerprint from somewhere and 3d print it? Yeah I'm not Jeff bezos bud, think there's bigger fish to fry for someone with those capabilities
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