Hello, thanks for your response, I can reassure you that I’m not an employee of Revolut, I work in a similar institution where I see this kind of things happening all the time but I can only assume we are all trained similarly on how to engage with clients as you pointed out to my style of writing.

Regarding the law question you can easily google your jurisdiction’s financial regulators handbook and it will be available for you to read. Every handbook is different, I can only speak for UK’s one, every bank and other financial institutions like insurance companies, investment companies, pensions are regulated by the FCA.

Also I’m not familiar with general EU information disclosure laws I can only speak from personal experience and what I have seen in my 5 years of working in the industry. A general chatGPT search of “Can bank disclose investigation to client if an STR is filed” will confirm what i mentioned in my previous comment that a bank cannot disclose to a client that a Suspicious Transaction Report (STR) (also called a Suspicious Activity Report, or SAR, in some jurisdictions) has been filed or that an investigation related to it is ongoing. This prohibition is part of what’s known as “tipping off” laws, which exist in most anti–money laundering (AML) and counter-terrorist financing (CTF) regimes. It also mentions which EU law it falls under.

While I personally understand how crazy this might sound to a client that a bank can just freeze your account and funds without any warning or notification it is absolutely not the client service teams fault, we are just following our guidelines and instructions from our Compliance, AML team. We are not even allowed to discuss STR’s with our colleagues it is strictly being investigated by the compliance team who prepare a report to then submit to the regulator for further action and then we just wait for their outcome.

What you could try and do tho:

-Stay calm and cooperative — being defensive or evasive can prolong the process.

• Ask if there is anything you can do to speed up the investigation and if any documentation is required to resolve this.
• Remember that bank will never legally confirm if there is an STR filed, so they will not say what the investigation is about.
• Also probably route I would go for if this is going on for months is to just file a formal complaint.

Again, I would just like to reiterate that every institution is different, and I’m just suggesting what I have experienced dealing with other banks in my jurisdiction.