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Hello,
I tried to book a ight ticket with Gotogate website and the payment was declined.
However, They charged me the amount ticket (€337.58) TWICE!!!
Now I dont have the money and I dont have the tickets… wtf!!! Can anyone help me?
@JessicaZ @AndreasK
Happened the same with me yesterday. Buying airplane tickets. It was declined. But
money disappeared. Without a trace! Luckily I took a screenshot of the noti cation that
it was paid. I spoke to the airline company and they said the transaction didn’t go
through. Money still nowhere!
Finally I could chat with a person on Revolut (although half of the things he “said” was
generated copy paste messages) and he said they’re solving the problems. It can take 7
days. Which is ridiculous because I have to y on Wednesday and I don’t have the
money to buy the tickets. Quite disappointed in the Revolut now
I having same issue with POS sales. They’re declined yet I’ve been charged in my
transactions.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 1/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Revolut is great until you have a problem. Then it’s a complete disaster of a company.
The costumer service is a joke!
Now I’m here waiting for them to solve the issue while my €400 is oating somewhere
on the internet.
It is an open secret that Revolut’s customer service leaves a lot to be desired, but for
that we dont need 100 identical threads. Yesterday there was a general issue with
British cards.
I’ve reading in other websites that this problem has happened with more people that
used gotogate. And it looks this is a fraudulent technic used by that company. OMG.
Can someone from Revolut help me to cancel those transactions before they complete
the payments? I’m desperate.
TiagoLuis:
I’ve reading in other websites that this problem has happened with more people that
used gotogate. And it looks this is a fraudulent technic used by that company. OMG.
Fraudulent? What?
There has been an issue with the British payment network yesterday, that has nothing to
do with Gotogate. It is up to Revolut and its service providers to resolve that quickly.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 2/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Thanks Alessandro. It’s good you are calm about it. I guess you’re not missing money
and you’re not traveling in the next few days
Could maybe be different problems. Because a lot of people is complain about gotogate
for the exactly same problem (charged twice and no booking con rmation)
Dafman:
That was not referring to you, though you still seem to “uncalm” considering you
suggested I was “too calm”.
Dafman:
Understood and I agree it is an issue, but by now there are ve or six threads about the
same issue.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 3/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Normaly you should have received a message on your Revolut App homescreen about
the card issues they are currently experiencing.
You’ll have to wait a few hours ( or days ) for these PENDING transactions to be
REVERTED.
Good luck !
mirron:
Normaly you should have received a message on your Revolut App homescreen
about the card issues they are currently experiencing.
Does Revolut really do that? I havent received anything of that sort yesterday.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 4/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
True, now it shows up, cant say with certainty if that way there yesterday too but I dont
think so. Anyhow, that should be more prominently displayed and the way it is phrased
is too mild IMHO. Dont carry an alternative, dont use Revolut’s card for the time being!
Of course that would cannibalise their business.
to log out and log in again ! Which was 1am this morning. image|281x499
Really sorry about this. It can take up to 72 hours for a pending transaction to be
returned to your account, but it could be even sooner. You’ll get a push noti cation when
it does.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 5/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
I’ve tried to buy something on Amazon and Zalando in the past 3 days with my Virtual
Card, didn’t know there was a problem with Revolut because you guys didn’t announce
anything (apart from the message you get if you try to chat with an agent). Because I
tried to complete the orders several times (and they were always declined), I have now
close to 1000 CHF of pending items in my account, money is already deducted from my
balance so I cannot use it anymore until these items get reverted, if they do at all… Not
sure if I’ll stay with Revolut after this to be honest.
It’s now more than the 72 hours here for at least one of the money-blocking items and
still no sign that it would be cleared (and the money unblocked). How much longer do I
have to wait for this?! This is not like a new feature which is announced and then never
released, it’s my money which should be at my disposal!
I did, just standard copy-paste answers saying there was problem and I should be
patient…
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 6/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Revolut scanned the money twice, and did not make a payment
My money has been ‘missing’ since Saturday - not good, it was supposed to be returned
within 72hours !!!
I left for more than 72h and I did not get the money
I left for more than 72h and I did not get the money
aivarass:
I left for more than 72h and I did not get the money
Monday 24
Tuesday 24
Wednesday 24
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 7/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
…
I guess. No works in weekends.
However, today I tried to do another online payment and happened the same thing again
with the difference that they blocked my card and the money wasnt charged.
Now I’m afraid that if I try to unfreeze the card they charge the amount twice. Any help?
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 8/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Hello, you can move all your money on Vaults then left only 267€ in your € account
Since Vault money can’t be used for payments, the second one will fail
@mirron no because now I dont wanna proceed with the payments at all. I already use
another card from another bank to pay the tickets.
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8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
I don’t understand… you tried to do a payment on another website and at the same time
Gotogate tried to make another transaction wich was declined?
Dafman:
Revolut is great until you have a problem. Then it’s a complete disaster of a
company. The costumer service is a joke!
This.
It’s not just the customer service, it’s the foundation of it all that is the opposite of
robust and reliable … it really is a house of cards.
Revolut is best understood as “an interface to multiple points of failure”. Here’s why it’s
unwise to use Revolut for any meaningful payments (especially abroad).
There is an acquirer (Lloyds is one of them), providing the bank accounts backing the
Revolut virtual accounts, and also a payment processor. Both are 3rd parties needed by
Revolut. When you make a purchase using your physical/virtual/disposable Revolut
card, it rst gets authorised (ouch!) which means a hold is put on the amount. If for any
reason the merchant or merchant’s payment processor or Revolut’s payment processor
declines the transaction, then your funds are held by the acquirer, i.e. are “pending”, for
7-10 days by default.
Effectively, your funds are held hostage for that amount of time. You then try to resolve
this using Revolut’s support:
Revolut will tell you it’s pending and it will be credited back in 7-10 days, and that you
need to wait
Revolut will say this is needed because the merchant may claim the transaction within
that period of time (this is false when there is written proof from the payment
processor/merchant that the payment was already refused)
Revolut will blame one of the following: the merchant, the merchant’s payment
processor, or their own payment processor
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 10/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Revolut will claim the process is automatic and there is nothing they can do, you need to
wait <<< this is actually false (*)
Sometimes Revolut has consistent problems with processing payments for several
days, because Revolut’s payment processor/acquirer has issues (according to Revolut),
and all payments are being declined, and all funds are being taken hostage for 7-10 days
(some are recredited earlier than that, depending where your transaction is the queue,
some were lucky to get it back after a few hours, but most times it’s a good number of
days days especially for foreign transactions)
Being a Premium member has no in uence at all.
So now, IF you have more money available, you have two choices: retry the transaction
(don’t do this!!) and give Revolut more money to hold hostage, or pay via your high
street bank’s debit/credit card (may or may not incur fees depending on the card, but
has the reassurance that it either goes through or is declined without your funds being
held hostage).
If you were unwise/unlucky to do this for a large transaction that leaves you penniless
for 7-10 days, then you’re screwed. If you’re abroad, it gets super fun.
(*) Revolut will claim there’s nothing they can do, that’s it’s all automatic etc. In fact, you
could try to obtain the 6-digit authorisation code from the merchant or merchant’s
payment processor, and ask Revolut to revert the transaction manually without waiting
7-10 days. All of a sudden, that becomes possible. If the transaction never reached the
merchant/merchant’s payment processor (it was declined by Revolut’s payment
processor) they will not even have this 6-digit number. In all cases, Revolut does in fact
have the means to check and manually revert a transaction, by asking either its payment
processor and/or acquirer to revert it … but it’s too much of a hassle and they simply
refuse by saying “it’s automatic, you need to wait” or that they can’t do it because the
merchant may claim the transaction … despite you showing them written roof from the
merchant saying the payment was refused by the bank/payment processor.
I had large amounts held hostage and wasted an enormous amount of time on Revolut’s
chat. That “24/7 exclusive support” for Premium members is a complete lie. Sometimes
they don’t answer for 12-24 hours (Premium!), and when they reply it often gets
infuriatingly frustrating very quickly (several hours between replies, they copy paste
replies that have little to nothing to do with the issue at hand, or quote irrelevant
regulations, and if you push the matter enough they sometimes start passing judgement
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 11/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
… if you mention the Ombudsman, you’ll get an instant reply that no complaint is taken
into account without a letter from Revolut rst).
I stopped using Revolut for all meaningful transactions, especially abroad, and I
certainly regret paying the Premium membership.
It is anything but reliable, trustworthy or helpful when there are issues. Pray that you
don’t need customer service.
p.s. You may want to get a reliable credit card that can be used anywhere abroad/online
with 0% fees (Halifax, Post O ce, Virgin, etc – the mastercard fx rate is passed directly
to you at zero cost, that’s what Revolut does too, no advantage there for Revolut).
Revolut recently lost many high spending users, myself included.
Account locked. Customer support? Deplorable. More than 60h, and counting.
Account locked. Customer support? Deplorable. More than 60h, and counting.
First, t’s totally normal that every transactions made with need to be authorized : this
is o cially a prepaid card and it’s clearly explained.
Second, in case of payment processing issue ( from , from VISA, from MasterCard…) :
NO your funds are NOT held for 7-10 days, it can happend but in my case it took 2 hours
without asking anything, as some of my friends.
Third, is still the less expensive solution in the market for exchanging funds from one
major currency to another major currency.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 12/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
mirron:
First, t’s totally normal that every transactions made with need to be authorized :
this is o cially a prepaid card and it’s clearly explained.
That might be but I’ve had other prepaid cards before and this never happened (holding
my funds for several days).
mirron:
mirron:
Third, is still the less expensive solution in the market for exchanging funds from
one major currency to another major currency.
That’s probably true, but not the thing we’re discussing here…
10der:
That might be but I’ve had other prepaid cards before and this never happened
(holding my funds for several days).
This is 2 different things All prepaid and debit cards need to be authorized, holding
fund in case of issue too.
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 13/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Your funds, not everybody funds But I understand depending of the amount it can be
frustrating.
That’s probably true, but not the thing we’re discussing here…
I was refering to your last paragraph By the way even if your bank have 0% fees, the
MasterCard FX rate already contains fees.
p.s. You may want to get a reliable credit card that can be used anywhere
abroad/online with 0% fees (Halifax, Post O ce, Virgin, etc – the mastercard fx rate
is passed directly to you at zero cost, that’s what Revolut does too, no advantage
there for Revolut). Revolut recently lost many high spending users, myself included.
I tried to use Revolut in Stockholm’s airport in one of those euronet-type atms (wanted
to get USD) - but there were no option to get USD without using Swedish krona to USD
conversion (just LOL…). If I would accepted it, it would cause double conversion as my
primary acc was of course not in swedish kronas.
p.s. UPS, I added this post in wrong thread. Sorry about that !!! Don’t know how to
delete/move it.
mirron:
I was refering to your last paragraph By the way even if your bank have 0% fees,
the MasterCard FX rate already contains fees.
I get it, you’re a Revolut fan, but Revolut’s rate is often worse than MC’s (many times
even than TransferWise’s who are honest about their fees), especially but not only
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 14/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
during weekends. The rate is however beyond the scope of this topic, which is about
Revolut’s reliability, or lack thereof.
Sorry but you are checking rates from 2 differents days ( live , MC yesterday ).
More : MC provides a rate for a whole day : it means nothing, the rate changes every
seconds. Your example proves nothing
https://community.revolut.com/t/charged-twice-for-a-unsuccessful-airplane-ticket-payment/47043/print 15/17
8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
Honestly I always had an issue with the MasterCard calculation website : you can
only select a whole day, in the past.
For something as uctuate as currency exchange it seems very unfair and not at all
accurate, especially since there is no live MasterCard FX rates information… very
strange.
The only real test is to execute 2 payments of the same amount at the same time :
one with MasterCard, one with Revolut.
mirron:
Sorry but you are checking rates from 2 differents days ( live , MC yesterday ).
You are aware that the rate during the weekend is xed, right? Markets are closed. The
two screenshots both show the rate for Sunday, same time. It’s also known that the MC
rate (wholesale) is often better than the interbank rate, especially during weekends. You
know that, right?
You are aware that the rate during the weekend is xed, right? Markets are closed.
A lot of people think that FX market is closed during the week end but It’s in fact
incorrect.
The two screenshots both show the rate for Sunday, same time.
Clearly not
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8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community
It’s also known that the MC rate (wholesale) is often better than the interbank rate,
especially during weekends. You know that, right?
I can’t help if you want to believe that 8 July 2018 isn’t Sunday or that MC’s and Revolut’s
rate during the weekend aren’t xed. I’m also not going to do your homework regarding
MC’s rate often being better than interbank.
Wow. Thanks foobar for explaining this. I haven’t had any idea about the process at all.
Now I de nitely won’t use Revolut for big transaction after this.
Thanks again
Well, once again check the facts and the sources before taking a decision
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