My name is Damaris Arguello. On 31/10/2021 at 15:53pm, I received a call from this phone number 02033228352. The man on the other end of the phone (“Agent” “Him” “He”) represented himself as an employee of Revolut. I did a quick search online to confirm the phone number and I could see that it was indeed an official number for Revolut bank. The Agent told me that my account was apparently “on hold” because they had seen a few unexpected transactions and they needed to confirm if I was responsible for those transactions. The Agent also confirmed to me the exact amount of money I had in my account which led me to believe that this was indeed a genuine employee of Revolut. He then mentioned some transactions to me which I did not recognise. I confirmed to him that I was not aware of these transactions and he let me know that he will cancel my card on the Apple Pay app, close my account and send me a new card. I then received a code from Apple Pay which the Agent asked for and I gave because I believed he was a genuine employee of Revolut due to the information he had regarding my account. He said he would use the code to cancel the card on my Apple Pay and also close my revolut account. I did not give him the password to my account nor did he ask for it when he called. He already had access to my account and could see all my transactional details. On 01/11/2021 I logged into my account so I could pay my rent via Bank Transfer and that is when I saw that I only had £1 in my account. I was very confused and scared because I could not understand why I essentially had no money. I checked my statement and saw 3 transactions that I did not recognise. · 2 transactions made in Argos – £999 & £212.98; 1 transaction made in Johnson mini market - £53.91. Total amount of money spent: £1265.89. Steps taken to Rectify. I immediately contacted the Revolut online team and they directed me to fill a form, which I did. I then received an email from the Revolut team letting me know that they will not refund my money as the transactions were made in-person by me with Apple pay. This is untrue and also absurd because I currently reside in London and I have no ties or links to Nottingham. I also have evidence that supports the fact that I was in central London at the time of the above transactions. It is impossible for me to be “present” in Nottingham at the same time that I was present in central London. I was also told by your team that in Revolut terms and conditions, it states that Revolut will not be responsible if a customer gives their code to an “agent” of Revolut and it turns out to be fraudulent. Please could you point out where this is stated in your terms and conditions as I believe this to be untrue. Dealing with the Aftermath Falling victim to fraudsters has left me scarred and depressed. Apart from the fact that my hard-earned money has been stolen from me meaning that I am unable to pay my rent, eat, commute to and from work and handle other personal responsibilities, which in itself has been an extremely traumatic experience, I also have to deal with the fact that Revolut`s attitude towards my situation has been completely unfair and unempathetic. I have been a loyal and faithful customer to Revolut for 5 years, and to think that I am solely being blamed for falling victim to fraud (like thousand of others have) and offered no assistance from Revolut has only exacerbated this distressing experience. What I need from Revolut Again, I am asking Revolut to investigate (and assist the police in their investigation) into this matter. I also ask that all the monies stolen from me due to the fraudulent practices of the individual that presented himself as an agent of Revolut, to be refunded to my account. I did not act fraudulently and only gave that piece of information as the Agent already had access to my account which led me to believe that he was a genuine employee of Revolut. Again, I am shocked and confused as to how my account details and transactional details were in the hands of this fraudulent Agent. It is not irrational to see why I believed that I was speaking to a genuine employee of Revolut and took the decision I did to reveal that piece of information.