What happened
The customer wanted to pay for a US$39.95 (£30.32) purchase from his USD balance and asked Revolut’s AI Chat Assistant how it would work. It said any shortfall would be converted from GBP at the prevailing rate.
A live agent later explained that Revolut does not combine currency balances for one payment. Because the USD balance was too low, the whole amount was taken from GBP.
Revolut agreed the assistant had given wrong information, apologized and upgraded the account to Premium for three months free, valued at £23.97. The customer asked for a refund and £75.
What happened next
The ombudsman found Revolut’s remedy fair, citing a one-off mistake and small amounts, and did not require anything more.
Legal or regulatory result
Financial Ombudsman Service decision DRN-5687237, August 13, 2025. No further award.
What would have stopped it
- Answer how a payment will be funded by simulating it against the account’s real rules and balances through a tool.
- Keep a tested list of account mechanics (currency order, limits, fees) and block answers that contradict it.
- Show the funding source and amount on the payment confirmation screen so the customer can stop it.
Attack families
Test scenarios
Sources
This page summarizes the cited sources as of October 21, 2026. It adds no findings of our own about any person or company. See an error? Email contact@counterhold.com with the subject “Correction”. Corrections are noted on this page with their date. See our terms for how we handle correction and removal requests.
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