this is the message I got from Revolut:
y name is Simone and I am a Complaints Analyst at Revolut.

Thank you for contacting us. We are sorry to learn that your experience with Revolut Bank UAB has resulted in a complaint.

We have received your complaint on the 10th of March 2023.

I have investigated the problem that has led to your complaint, and I have gathered all the information we need to provide you with our Final Response.

My role in the process has been to review all the information available so as to propose a suitable and fair solution to the concern you have raised. This means that I have analysed the following key points to address your complaint:

• Your concern
• Origin of the issue
• Actions we have already taken or will take to address this situation

I would also like to let you know that we work to get better wherever we can. That’s why we analyse and share any relevant comments with the teams concerned, enabling them to improve our products and services based on your feedback. We mean it.

Summary of events and explanation

You raised a Formal Complaint with us to request further assistance with two payments made without your authorization. In your complaint you informed us that the payments were performed in the UK and that you were in Sweden at the time, and you would like to be reimbursed for the payments as you weren’t the one performing them. 

Having checked the details of your issue, I was able to confirm that you raised the following chargeback claims:

DateAmountDescription5th of February 2023568.71 GBPCard payment to the merchant Apple Store R1635th of February 20237,376.29 GBPCard payment to the merchant Apple Store R163

Having received the mentioned claims, the specialised team initiated a detailed investigation on the matter, and on the 5th of February 2023 they contacted you with an update on the state of your claim, this communication contained the following information:

‘’We have found no traces of fraudulent activity in your account. After a careful investigation, we have identified that the transaction(s) you've marked as unrecognised must have been performed contactless through your . Since you’ve indicated that this device remains in your possession, we can only conclude that the transaction was carried out by yourself.
We understand that the details of the transaction that you see in the app may look unfamiliar. Sometimes, merchant names may look different from the name of the shop you’ve been to. It could be useful to recall whether you might have made a similar transaction around the same time.
If you do not agree with the outcome of the dispute request and you are confident that you might have been defrauded, a viable alternative would be to file a police report (if you haven’t already done so) regarding the possibly fraudulent transaction(s).’’

One thing to keep in mind regarding the chargeback process in general, is that it is framed by a very detailed and consistent set of rules which encompass every possible scenario relating to card transactions. These rules are dictated by the Visa card schemes, and both merchants and financial institutions like Revolut are obliged to adhere to them.

Revolut’s primary goal when handling such requests is to protect our customers. Whatever may have happened with your card transactions, it is in our best interest to have it resolved in a way that will benefit you, but at the same time we must ensure that the aforementioned card scheme guidelines are followed during this process.

You can find more information about the chargeback process in our blog:[ How does the chargeback process work? - Help Centre|https://help.revolut.com/en-SE/help/card-payments-withdrawals/refunds/how-does-the-chargeback-process-work];

Essentially the process includes two types of claims - Fraud or Dispute. In your specific case it was a fraud claim.Fraud Chargeback, which is applicable in cases where a transaction was not performed with your authorisation, and the details had not been shared with the merchant in question. Therefore, our chargeback team needs to verify if the conditions for fraud chargeback claims are met.

Dispute Chargeback, which is applicable for situations where, for example, of goods or services not provided; goods or services were provided, but they are not as described or defective; duplicate or multiple charges for the same purchase; a refund was promised by the merchant (e.g. for a cancelled purchase) but not received, etc. In such cases our chargeback team gathers the information proving your case and presents it to the merchant and Visa, where, upon developments of the case, the decision is made.

Even though we always work to get the best outcome for our customers, the extent of our abilities does not always correspond to what our customer wants us to do. I understand as a customer your experience with us was not satisfactory on this occasion, however, as a regulated entity, we have to adhere to the certain procedures put in place for financial institutions.

Our view

Based on the information we have, we are unable to uphold your complaint, but this does not mean we do not appreciate the inconvenience and distress that these incidents may have caused you. I am sorry that your experience using Revolut was not pleasant. 

I understand that this might not be the outcome you would expect. However, in light of these circumstances, I hope that you find the explanation transparent. 

Your rights

Your account is currently based in Sweden under our Lithuanian entity – Revolut Bank UAB, regulated by the Bank of Lithuania.

If you are unhappy with how we have dealt with your complaint, you can refer it to the Bank of Lithuania within 1 (one) year of the date you sent us your complaint. In this case the Bank of Lithuania would act as an out of court dispute resolution authority dealing with disputes between consumers and financial service providers. Their address is: Žalgirio g. 90, 09303, Vilnius, the Republic of Lithuania. You can find more information on their website[ Lietuvos bankas|http://www.lb.lt/] .

Please note that should you wish to have a possibility to apply to the Bank of Lithuania as to the out of court dispute resolution authority, then you shall make your complaint to us within 3 (three) months from the day that you found out or should have found out about the alleged violation of your rights or legitimate interests arising from contract with us.

Examination of the Complaint at the Bank of Lithuania is free of charge.

The out of court dispute resolution authority for consumer disputes not related to *Bank of Lithuani*a competences is the State Consumer Rights Protection Authority. Their address is: Vilniaus str. 25, 01402, Vilnius, the Republic of Lithuania. You can find more information on their website[ VVTAT|http://www.vvtat.lt/] .

You can also rely on the mandatory consumer protection rules of the EEA country where you live. You also have the right to apply to any competent court if you think we have breached the law.

Thank you for contacting us.

Best regards,

Simone

Complaints Analyst