What happened
The customer asked Revolut, through its chatbot, to refund amounts earned through a loyalty feature. The chatbot offered a one-time refund of £22.38 in exchange for the 1,119 points. The customer did not confirm.
Four days later the chatbot said it could refund the 1,119 points as a goodwill gesture with a cash value of £1,119, and confirmed it had processed that. The customer asked whether this was contractually binding. A few hours later the chatbot said its information was wrong, and then a live agent confirmed the £1,119 refund was being processed.
The next day the chatbot issued £22.38 instead. The customer complained that Revolut had confirmed £1,119 in writing several times and should honor it.
What happened next
Revolut upheld the complaint and paid £50. The ombudsman directed a further £50, for £100 in total, and found Revolut was right not to pay £1,119 because the customer “was never entitled” to it.
Legal or regulatory result
Financial Ombudsman Service decision DRN-6062372, January 8, 2026. The company was not held to the chatbot’s figure but had to compensate the customer for being misinformed several times in one day.
What would have stopped it
- Compute point and credit values with a conversion tool, and block any stated amount the tool did not return.
- Do not let the chatbot say a refund is processed until the payments system confirms it, with the amount.
- When a bot statement is withdrawn, flag the case so human agents see the correction before they confirm anything.
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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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