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8/11/2018 Charged twice for a unsuccessful airplane ticket payment - Revolut Community

Charged twice for a unsuccessful airplane ticket


payment
TiagoLuis 2018-07-01 08:41:43 UTC #1

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

Dafman 2018-07-01 09:11:17 UTC #2

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

Salvasmr 2018-07-01 09:37:53 UTC #3

I having same issue with POS sales. They’re declined yet I’ve been charged in my
transactions.

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Also, a POS that was aproved states in my balance as declined.

Dafman 2018-07-01 09:50:44 UTC #4

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.

alessandro 2018-07-01 09:52:56 UTC #5

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.

TiagoLuis 2018-07-01 09:54:50 UTC #6

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.

alessandro 2018-07-01 09:57:06 UTC #7

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.

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Dafman 2018-07-01 10:04:36 UTC #8

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

TiagoLuis 2018-07-01 10:05:22 UTC #9

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 2018-07-01 10:22:07 UTC #11

When was I hysterically screaming and wildly accusing?


I’ve just shared my experience and my opinion. I guess that’s what the forum is for…
I know the community can’t do anything about the problem, but maybe the people from
Revolut are reading these problems and it might make them improve their care of the
costumers.
As I said, I like Revolut and it’s been great until now. But now I got a bit disappointed and
I wanted to share my problem… without hysterically screaming

alessandro 2018-07-01 10:23:57 UTC #12

Dafman:

When was I hysterically screaming and wildly accusing?

That was not referring to you, though you still seem to “uncalm” considering you
suggested I was “too calm”.

Dafman:

But now I got a bit disappointed and I wanted to share my problem

Understood and I agree it is an issue, but by now there are ve or six threads about the
same issue.

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mirron 2018-07-01 10:24:11 UTC #13

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 !

alessandro 2018-07-01 10:25:17 UTC #14

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.

mirron 2018-07-01 10:27:18 UTC #15

Yep, in the Accounts sections just below ( or above ) the graph.

Dafman 2018-07-01 10:30:31 UTC #16

Actually I have that on the home screen.


But my problem is not that it’s “pending “.
It’s that it said transaction declined although the money disappeared without a trace. It
doesn’t show anything. Only showed in the noti cation (which I took a screenshot from).
I would be a bit calmer if it said “pending “.
But it’s just disappeared.
Anyway, we’re not going to solve this here. Let’s hope Revolut does. And fast!

alessandro 2018-07-01 10:30:38 UTC #17

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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.

Dafman 2018-07-01 17:22:27 UTC #18

So this is happening since the live chat told me

to log out and log in again ! Which was 1am this morning. image|281x499

AndreasK 2018-07-03 08:57:27 UTC #19

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.

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Once again, apologies

10der 2018-07-03 12:24:10 UTC #20

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.

Dafman 2018-07-03 17:44:22 UTC #21

Still waiting… no money, €400 oating around

SMR 2018-07-03 18:10:29 UTC #22

Me too, £130 missing for 3 days now…

10der 2018-07-03 19:32:37 UTC #23

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!

alessandro 2018-07-03 19:42:55 UTC #24

Have you contacted support about that?

10der 2018-07-03 20:22:32 UTC #25

I did, just standard copy-paste answers saying there was problem and I should be
patient…

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Dafman 2018-07-03 21:06:13 UTC #26

But they’re sorry… which makes it so much better for me

SMR 2018-07-03 21:22:49 UTC #27

It’s easy to play with other people’s money …!

aivarass 2018-07-04 16:49:53 UTC #28

Revolut scanned the money twice, and did not make a payment

SMR 2018-07-04 16:58:28 UTC #29

My money has been ‘missing’ since Saturday - not good, it was supposed to be returned
within 72hours !!!

aivarass 2018-07-04 17:00:48 UTC #30

I left for more than 72h and I did not get the money

aivarass 2018-07-04 17:11:54 UTC #31

I left for more than 72h and I did not get the money

Laurenz_L 2018-07-04 17:15:25 UTC #32

aivarass:

I left for more than 72h and I did not get the money

Monday 24
Tuesday 24
Wednesday 24

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I guess. No works in weekends.

aivarass 2018-07-04 17:24:40 UTC #33

72 hours from payment

Dafman 2018-07-05 08:44:20 UTC #34

72 hours my a**! It’s only been 120!!


Getting serious

TiagoLuis 2018-07-07 05:25:42 UTC #35

I received my money back last Thursday tnks god.

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?

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mirron 2018-07-07 05:51:19 UTC #36

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

TiagoLuis 2018-07-07 06:11:27 UTC #37

@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.

mirron 2018-07-07 06:28:17 UTC #38

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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?

foobar 2018-07-08 12:08:02 UTC #39

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

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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

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… 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.

10der 2018-07-08 12:29:35 UTC #40

Thanks a lot for your comprehensive reply! It actually explains a lot.

mirron 2018-07-08 12:49:20 UTC #41

I think you need to check your story here.

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.

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10der 2018-07-08 14:03:02 UTC #42

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:

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.

Well yes, my funds are held for 7 days now.

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…

mirron 2018-07-08 14:08:25 UTC #43

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.

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Well yes, my funds are held for 7 days now.

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.

moon 2018-07-08 14:47:00 UTC #44

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.

foobar 2018-07-08 21:47:14 UTC #45

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

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during weekends. The rate is however beyond the scope of this topic, which is about
Revolut’s reliability, or lack thereof.

mirron 2018-07-09 07:06:33 UTC #46

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

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I’ll copy paste my last comment on the subject :

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.

foobar 2018-07-09 08:08:10 UTC #47

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?

mirron 2018-07-09 08:30:12 UTC #48

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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It’s also known that the MC rate (wholesale) is often better than the interbank rate,
especially during weekends. You know that, right?

I don’t know that but I’ll be happy to check your sources.

foobar 2018-07-09 08:36:09 UTC #49

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.

Dafman 2018-07-09 14:55:45 UTC #50

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

mirron 2018-07-09 17:02:45 UTC #51

Well, once again check the facts and the sources before taking a decision

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