Revolut has introduced in-app calls, allowing personal customers of the finance platform to contact members of its customer service team securely.
This offers a secure method to call Revolut Customer Support, directly through the Revolut app, and represents a new security measure to help customers uncover impersonation scams.
It also makes contact between customer support and customers more reliable and safer, as only representatives of the firm will be able to call customers through the app.
Revolut head of financial crime Woody Malouf said: “ The vast majority of our calls to individuals will be through our app, so if you receive an unplanned call regarding your personal account from somebody claiming to be Revolut, put the phone down and check through the app that they are who they say they are.
“Speaking to someone through our app means customers can be 100% sure they are talking to Revolut and not a fraudster.”
The new feature comes after Revolut came under a media spotlight in October in the wake of a Panorama investigation.
The programme found one customer had been defrauded of £165,000 by scammers impersonating the company through a phone call.
Panorama also highlighted that in 2023 the Financial Ombudsman Service (FOS) received around 3,500 complaints about Revolut, more than any other bank or e-money firm in the UK.
In response to the programme, Revolut told the BBC that every potential case of fraud is carefully investigated before a decision is made.
Alongside the announcement of the introduction of in-app calls, Revolut stated” The number of impersonation scams affecting Revolut customers are now at their lowest level in nearly two years”.
This is despite the firm’s customer base growing from 15 million in 2020 to 50 million at the end of last year
Revolut said it had been testing and developing in-app calls “for a number of months” to create a way of communicating with customers criminals can’t replicate.
In-app calls will also be coming to Revolut Business customers soon.
The Good Money Guide’s Revolut review finds it to be a “good entry-level account for most investors”.
It noted, however, that it is not the safest platform out there, especially for those seeking to transfer large amounts of foreign currency.
“New banks and fintech are much higher risk places to put your money than traditional high street banks,” Good Money Guide founder Richard Berry said.
The introduction of in-app calls should help make the platform considerably safer.
Robin has more than six years of experience as a financial journalist, most of which were spent at Citywire, and covers the latest developments in the investing, trading and currency transfer space. Outside of work, he enjoys reading literature and philosophy and playing the piano.
You can contact Robin at robin@goodmoneyguide.com
