Dobio sam besmisleno pismo sa žalbom na odbijenicu od Revoluta izgleda da je sledeći korak FOS!
Zdravo Paul,
Moje ime je Elisabetta i ja sam analitičar pritužbi u Revolutu.
Hvala vam što ste nas kontaktirali. Žao nam je što saznajemo da je vaše iskustvo sa Revolut Ltd rezultiralo žalbom.
Primili smo vašu žalbu 4. novembra 2024.
Istražio sam problem koji je doveo do vaše žalbe i prikupio sam sve informacije koje su nam potrebne da bismo vam pružili naš konačni odgovor.
Moja uloga u procesu je bila da pregledam sve dostupne informacije kako bih predložio odgovarajuće i pravedno rešenje za zabrinutost koju ste izneli. To znači da sam analizirao sledeće ključne tačke za rešavanje vaše žalbe:
Vaša briga
Poreklo pitanja
Radnje koje smo već preduzeli ili ćemo preduzeti da bismo rešili ovu situaciju
Takođe bih želeo da vam kažem da radimo na tome da budemo bolji gde god možemo. Zato analiziramo i delimo sve relevantne komentare sa timovima o kojima je reč, omogućavajući im da unaprede naše proizvode i usluge na osnovu vaših povratnih informacija. Mislimo to.
Rezime događaja i objašnjenje
U svojoj žalbi ste izrazili nezadovoljstvo ishodom povraćaja sredstava. Pošto smatrate da veb lokacija i transakcija nisu legitimni, tražite od nas da ponovo otvorimo vaš slučaj i preispitamo našu odluku.
Žao mi je zbog neprijatnosti izazvane ovom situacijom i, pre svega, želeo bih da vam se zahvalim što ste odvojili vreme da nam skrenete pažnju na vaše nedoumice, kako bih vam ih mogao obratiti i razjasniti.
Prema našoj evidenciji, 4. novembra 2024. podneli ste povraćaj sredstava za transakciju u nastavku, nakon što ste prvobitno otkazani 3. novembra 2024. zbog nedostatka informacija:
Datum i vreme OpisAmount2024-10-28 21:49:28Spaimpf*skinsonli-990,00 GBP
Međutim, vaš zahtev za povraćaj sredstava je odbijen istog dana, pošto vas je naš tim za povraćaj sredstava obavestio da nemamo prava na spor za transakcije u vezi sa sajtovima za kockanje.
S tim u vezi, kontaktirali ste naš tim za podršku putem ćaskanja 4. novembra 2024. da biste dobili dodatna pojašnjenja o ishodu povraćaja sredstava i prijavili da je transakcija u pitanju lažna. U svetlu ovog novog ažuriranja, pomoćni agent je objasnio kako da podnese prijavu o prevari. Međutim, potvrđena je odluka o nepovraćaju sredstava našeg tima za povraćaj sredstava.
Nakon što sam pažljivo ispitao situaciju, mogu da vas uverim da su informacije koje nam je pružio naš tim tačne i da je naknadno sproveden ispravan tok akcije da se prijavi lažna transakcija. Ipak, potpuno razumem vašu frustraciju i želeo bih da iskoristim ovu priliku da vam pružim neke dodatne informacije o ovom pitanju.
Što se tiče procesa povraćaja sredstava, dozvolite mi da pojasnim da je ovo uokvireno veoma detaljnim i doslednim skupom pravila koja obuhvataju svaki mogući scenario koji se odnosi na transakcije karticama. Ova pravila diktiraju šeme Mastercard kartica, a i trgovci i finansijske institucije poput Revoluta su u obavezi da ih se pridržavaju.
Revolut-ov primarni cilj kada obrađuje takve zahteve je da vas zaštiti i, šta god da se dogodilo sa transakcijama vašim karticama, u našem je najboljem interesu da to rešimo kako bismo vam pomogli. Međutim, u isto vreme, moramo da obezbedimo da se tokom procesa poštuju gore pomenute smernice šeme kartice.
Više informacija o procesu povraćaja sredstava možete pronaći u našem članku na blogu:[ Šta je povraćaj sredstava i kada treba da ga koristim? |https://vvv.revolut.com/blog/post/vhat-is-a-chargeback/]. Dodatne informacije o ovom pitanju su takođe dostupne u našem centru za pomoć i u sledećim člancima:
Osporite plaćanje karticom
Proces spora i rokovi
U suštini proces uključuje dve vrste tužbi – prevaru ili spor.
Povraćaj sredstava za spor, poput onog koji ste podneli, primenjiv je za situacije u kojima, na primer, roba ili usluge nisu pružene; robe ili usluge su pružene, ali nisu opisane ili neispravne; duple ili višestruke naknade za istu kupovinu; Bankomat nije izdao gotovinu ni u potpunosti ni delimično. U takvim slučajevima naš tim za povraćaj sredstava prikuplja informacije koje dokazuju vaš slučaj i predstavlja ih trgovcu i Mastercard-u gde se, nakon razvoja slučaja, donosi odluka.
S druge strane, povraćaj naknade za prevaru je primenljiv u slučajevima kada transakcija nije obavljena uz vaše ovlašćenje, a detalji nisu podeljeni sa dotičnim trgovcem. Zbog toga, naš tim za povraćaj sredstava treba da proveri da li su ispunjeni uslovi za zahteve za povraćaj sredstava zbog prevare.
U vašem slučaju, naš tim za povraćaj sredstava je nakon temeljne i pažljive istrage utvrdio da nemamo prava na spor u ovom slučaju. Prema gore pomenutim pravilima kartične šeme, ne možemo osporiti transakcije koje se odnose na vrednost kupljenu za kockanje, investicije ili slične svrhe ili bilo koje povezane dobitke, dobitke ili gubitke.
I got a rejection complaint nonsense letter from Revolut looks like next step is FOS !
Hi Paul,
My name is Elisabetta and I am a Complaints Analyst at Revolut.
Thank you for contacting us. We are sorry to learn that your experience with Revolut Ltd has resulted in a complaint.
We have received your complaint on the 4th of November 2024.
I have investigated the problem that has led to your complaint, and I have gathered all the information we need to provide you with our Final Response.
My role in the process has been to review all the information available to propose a suitable and fair solution to the concern you have raised. This means that I have analysed the following key points to address your complaint:
Your concern
Origin of the issue
Actions we have already taken or will take to address this situation
I would also like to let you know that we work to get better wherever we can. That’s why we analyse and share any relevant comments with the teams concerned, enabling them to improve our products and services based on your feedback. We mean it.
Summary of events and explanation
In your complaint, you expressed dissatisfaction about the outcome of your chargeback. Since you believe the website and the transaction are not legit, you are asking us to reopen your case and reconsider our decision.
I regret the inconvenience caused by this situation and, first of all, I would like to thank you for taking the time to bring your concerns to our attention, so I can address and clarify them for you.
According to our records, on the 4th of November 2024 you submitted a chargeback for the transaction below, after being initially cancelled on the 3rd on November 2024 for lack if information:
Date and time DescriptionAmount2024-10-28 21:49:28Spaympf*skinsonly-990.00 GBP
However, your chargeback claim was rejected on the same day, as you were informed by our chargeback team that we don’t have dispute rights for transactions related to gambling sites.
In this regard, you contacted our Support team via chat on the 4th of November 2024 to have further clarification on the outcome of your chargeback and to report the transaction in question as fraudulent. In light of this new update, the assisting agent explained how to raise a fraud report. However, the decision of no-refund of our chargeback team was confirmed.
Upon carefully examining the situation, I can reassure you that the information provided by our team is correct, and the correct course of action was subsequently followed to report the fraudulent transaction. Nonetheless, I completely understand your frustration and I would like to take this opportunity to provide you with some additional information on this matter.
In regards to the chargeback process, please allow me to clarify that this is framed by a very detailed and consistent set of rules which encompass every possible scenario relating to card transactions. These rules are dictated by the Mastercard card schemes, and both merchants and financial institutions like Revolut are obliged to adhere to them.
Revolut’s primary goal when handling such requests is to protect you and, whatever may have happened with your card transactions, it is in our best interest to have it resolved to benefit you. However, at the same time, we must ensure that the aforementioned card scheme guidelines are followed during the process.
You can find more information about the chargeback process in our Blog article:[ What is a chargeback and when should I use it? |https://www.revolut.com/blog/post/what-is-a-chargeback/]. Additional information on the matter are also available in our Help Centre and in the following articles:
Dispute a card payment
Dispute process and timelines
Essentially the process includes two types of claims - Fraud or Dispute.
A Dispute Chargeback, like the one you submitted, is applicable for situations where, for example, goods or services were not provided; goods or services were provided, but they are not as described or defective; duplicate or multiple charges for the same purchase; ATM did not dispense the cash either fully or partially. In such cases our chargeback team gathers the information proving your case and presents it to the merchant and Mastercard where, upon developments of the case, the decision is made.
A Fraud Chargeback, on the other hand, is applicable in cases where a transaction was not performed with your authorisation, and the details had not been shared with the merchant in question. Therefore, our chargeback team needs to verify if the conditions for fraud chargeback claims are met.
In your case, our chargeback team, after a thorough and careful investigation, determined that we have no dispute rights in this case. According to the card scheme rules mentioned above, we cannot dispute transactions related to value purchased for gambling, investment or similar purposes or any related winnings, gains or losses.
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