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Family members of the deceased Kaunas resident have been waiting for more than two months for Revolut to close the deceased’s account. The financial institution moved only after receiving questions from “Kauno diena”.
There were problems
“While reviewing my son’s documents in late June, I came across a Revolut card issued in his name. As an honest person, I wrote an email to the bank saying that I was the heir and asked for the account to be closed. Three days later, In response to my letter, they asked me to fill out an electronic form that will be contacted soon and mentioned that the account closure process takes two to three weeks, ”said Gediminas, who contacted Kauno diena.
At Revolut’s request, the Kaunas resident said that he had filled out the electronic form and submitted the necessary documents, and in this regard on July 9. notified bank representatives by email.
The next day, July 10, he said he had received a response from Revolut promising to be contacted as soon as the designated team reviewed the submitted documents. But then there was silence until July 15. By email, the Kaunas resident had to remind the bank again of his wish to close the deceased son’s account.
“I wrote to them that if I were an irresponsible person, I would drop the card and say: I don’t know anything, I didn’t hear anything – I wouldn’t turn my head and waste my time, because a simple thing (closing an account – aut. Past) takes weeks and it does not give credit to the bank. There are negative reviews about Revolut, but I was wondering how our banks serve customers. I had to close accounts with other banks, the problem was solved in five minutes. And here, no, “Gediminas annoyed.
Revolut representatives moved only after receiving questions from journalists. (Photo by Vilmantas Raupelis)
Constantly fed on promises
July 17, the man said after receiving a response from Revolut representatives apologizing for the process that took longer than expected. Once again, the Revolut staff responsible for the problem have been promised that they will contact Gediminas.
However, this last promise was not kept, so the interlocutor on August 7. sent another email, accompanied by a notarized document to inform him of the funds in the deceased son’s bank account, and reiterated his earlier request to close the account if it contained less than 20 euros.
The response to this latest letter was received only four days later, on August 11. The content is identical: they promise to inform the members of the responsible team immediately and to review the information related to the situation in Kaunas.
“If these banks are allowed to operate in Lithuania, let them make it easy for customers. When I spoke to representatives of other banks about the problem, they told me that there is a possibility that Revolut will pull the rubber so that after some time customers have to pay the accrued bill. The service or other fees – it becomes a business “, – said the interlocutor, but when asked if he had already received any request to pay one or another invoice related to the nuances of the current situation, the man said that so far he had not received it.
To take action
The man also hinted that if the decision to close the deceased’s son’s account is not made in the near future, he promises to submit an application to the Bank of Lithuania, which investigates complaints from credit institutions or other financial market participants if they customers themselves cannot reach an agreement.
“I thought the process was taking time because the bank had fewer employees in the summer and so the customers were angry, because, like I said, I found a lot of negative comments about Revolut on the internet. But I noticed that they don’t really read with customers.” I am allowed to act in institutions such that it is not possible to call and ask who is interested or to arrange a meeting; I have to communicate by letters, because probably nobody listens to the messages on the answering machine. I don’t think I’m the one to take care of that. “
I had to close accounts with other banks; the problem was solved in five minutes. And here it is not.
A concise answer
At the end of August, due to an unresolved problem in the closure of the account of Gediminas’ son, who had been deceased for about two months, journalists from Kauno diena sent an email to the representatives of Revolut. It was asked in writing when the account of a family member of a Kaunas resident would be closed, how long it would take to do so at that bank, and what actions the customer should take. It was also questioned whether debt would accumulate during the process.
Three days after receiving the letter from the journalists of the Revolut newspaper, the answer to the questions posed was laconic. “I’m glad to hear that you care about the welfare of this person, but due to data protection I will not be able to provide an exact situation. It is still in process until it is resolved. In case of death there is a special form to fill out and then returns the money to relatives, heirs “Victoria, representative of that bank.
After asking again how long it takes to close a Revolut account, regardless of the case, the answer is that each situation is individual and, if the transmission and review of the documents is successful, it usually takes between one and two weeks.
The ice cream moved
It is likely that after receiving the request from “Kauno diena”, the representatives of “Revolut” rushed to contact Gediminas as well. On September 3, the Kaunas resident reported that the manager of that bank had contacted him in writing.
“They said they couldn’t find my completed form in their electronic system. They asked me to sign another document. They said they would close the account in a week or two, and if there were funds in it, they would transfer it. They also don’t understand that if they do their job. correctly, “If you weren’t, they’d hardly be upset,” Gediminas said.
The Kaunas resident, who explained to the bank for more than a month, promised to inform journalists in the near future if this time Revolut representatives will keep their word.
What to do in case of prolonged dispute?
If the client does not receive a response from the financial services provider within 15 business days after communicating with the financial services provider in writing within three months and indicating the circumstances of the dispute and their claim, the Bank can be contacted. from Lithuania.
“The heir should contact the Bank of Lithuania in writing, state the problem, and ask the financial service provider. There are various ways to contact them, and we have described these and other aspects of the disputes in detail on our website. specialists from the Bank of Lithuania examine each case separately. It is not mandatory for financial market participants, but practice shows that market participants implement more and more recommendations every year, “Giedrius Šniukas, representative of the Bank of Lithuania, told reporters. Lithuania.
When asked how long it would take for a person to submit a request to the Bank of Lithuania for their complaint to be considered, the interlocutor stated that this could be done within one year of the 15 business day deadline and with no response from the financial service provider.
According to G.Šniukas, last year’s financial market participants implemented 92 percent. Recommendations of the Bank of Lithuania on decisions taken in favor of consumers.
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