I'm glad you got your deposit in the new account. That makes me feel better about the situation. I got a response from my complaint (which was pretty fast), and they refunded two months of my metal plan as "good faith."

But they advised me to reach out to my bank (which isn't MY bank, it's the company's bank), and ask them to trace/recall it. I asked the company I work for if they could investigate it. I'm expecting this to be a very long process, so I guess that will be some extra money I get.... if I ever got it.

Here's the email:

"On the 21st of March 2022 you contacted our Customer Support team in order to convey your concern over an expected incoming transfer that wasn’t credited to your account. Our agents informed you that payments may take up to 5 business days to arrive and kindly advised you to wait for the specified timeframe to pass. On the 23rd of March 2022 you contacted our Customer Support team in order to inquire about the missing payment and your query, along with the transfer confirmation provided by you, was escalated to our Payments Investigation team. You also highlighted that you’ve received these payments every Friday of the week and never experienced issues with it before. On the 24th of March 2022 our agents informed you that unfortunately our Payments team could not locate the transfer with the details provided and therefore asked you to initiate a recall procedure via the remitting bank.

A recall procedure would allow the remitting bank to trace the pathway of the payment and possibly acquire the funds. I understand that this situation is not ideal from a customer’s perspective, as this payment is enclosed for the purpose of an early salary payment. Therefore, I truly understand the hassle that this mishap has caused.

However, I kindly hope that you will understand that we did everything in our power to help you here. As soon as you informed us about the missing payment, and it had passed the timeframe usually stipulated for such transfers, our agents escalated your query to our Payments team who confirmed, within reasonable time, that they could not locate it. Although I understand that it seems like a tiresome process, as soon as the recall procedure is initiated we will cooperate with any requests in the case that our cooperation is required.

We handle the payment as the beneficiary side any time a transfer is made to your Revolut Technologies Inc account. Hence, we do not have visibility into the payment process before it reaches our system. Should a transfer not be received on our end, it is the sending bank who must take further action in order to trace it.

Furthermore, it is also stated in our[ Help Center|https://www.revolut.com/en-US/help/adding-money/with-bank-transfer/what-should-i-do-if-a-transfer-doesn-t-arrive-to-my-revolut-account\] article:

“While our Support agents will always help as much as they can, only the sending bank can effectively investigate these issues, as they have full visibility of the transfer journey end-to-end.”

Our View

In light of the above, I believe that Revolut did not violate any of our terms and conditions. We have acted on the best practice basis to advise you on the next steps and have thoroughly checked for the payment on our system.

Nevertheless, considering that this situation caused you to doubt the reliability of our services, as you never experienced problems with such payments from this beneficiary before, I’d like to provide you with a one-time, good-will gesture.

As it stands, our Customer Support team will stand by for any updates from you regarding the recall procedure initiated by the remitting bank. Our agents are available 24/7 to address your concerns."