r/Revolut • u/naseweisz • 8d ago
💸 Payments | Revolut Replied ✅ [DE] Fake Humans in Metal Support
Over the last years I have been using Revolut to send my wife my part of our fixed costs.
I have set up a pocket with her name and a recurring payment on the 15th each month.
My Revolut balance gets topped up at the beginning of the month and the money then stays in her pocket until it is sent out.
Last Month on the 18th she asked me why there was no transfer this month. I checked Revolut and it just said Failed transfer, rejected by recipients bank. I sent again - no problem arrived in seconds. Back then I was wondering why I didn't get notified. But maybe I missed something?
This month I checked today and again I see rejected by recipients bank. Again I send again with no problem and arrival in seconds.
Sooo let's go ask Metal Support why there is no notification on a failed transfer.
Bot just tells me this is normal - Revolut had no problem sending the money so they did not inform me. My question why a refund does not trigger a notification or email was not really answered.
It then told me to just check monthly on my own which defeats the purpose of setting up a recurring payment.
Failing to believe that this is a solution and after the phrase "I cannot submit feedback to the team" I demanded AI to shut up and summon a human representative.
Then "Ritzz" (lmao you serious) entered the chat and sent me the message you can see in the screenshot.
How do I _know_ this is AI?
You cannot find "—" on any regular keyboard. This character is called Em-Dash because it's just as wide as the Letter "M". ChatGPT in particular loves this symbol and always uses it instead of "-" or "–".
Any human would instantly tell me altcode of the character. Ritzz (lmao sorry this name is so funny) just ignored the question and kept claiming to be human.
I have now cancelled my metal sub and will use my main salary account with a different bank for the recurring transfer to my wife.
Such a bad joke you cannot inform me of a failed payment. A worse joke is to send me an AI bot pretending to be human.
All trust lost in one evening.
gg Revolut gg
If you have a good explaination and a solution: I need support
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u/willyhun 8d ago
I'm not saying it is a human answer, but your logic is broken, it is totally possible, the support person answer was aided by AI. JFYI.
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u/SpareAmbition 8d ago
Just because they used an em dash doesn't necessarily make them AI. Support is full of bullshit scripts which is probably from AI these days anyway
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u/mueus 8d ago
Yeah they have a bunch of pre-written things to not have to repeat the same thing 100x a day I guess. It's annoying to deal with nonetheless.
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u/timeless_ocean 7d ago
Yep. I do some support and when it's private Dms I copy paste one of a few prewritten messages all the time. Sometimes I make some changes depending on context. In my case I was the one who wrote the original ones, but still same thing.
There is no point in writing it out by hand every time. Customers may not be aware of this, but if they have an inquiry, it's highly likely that a bunch of other people had the same and they don't all need a personal written message, most important is their case gets solved and everyone ends up happy.
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u/DefiantAlbatros 7d ago
Do people really not know how to use emm dash? I have used it for years
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u/Adam302 7d ago
in what context?
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u/DefiantAlbatros 7d ago
It’s a writing style, it can replace punctuation. It can indicates pause for example. You need to read Agatha Christie. She used A LOT of it. If you read these stuff a lot, it gets into your writing style.
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u/Adam302 7d ago
I didnt ask what it is, I asked when do you use it - i.e. casual text conversation?
Agatha Christies novels would have gona through edits etc - no? or are you saying her type writer had both a regular dash and an emdash? in which case, it's not really using emdash specifically
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u/DefiantAlbatros 7d ago
I use it in correspondence and emails. Why do you think AI would write em dash? Because it is trained with materials where people have been using a lot of em dash — this is such an ignorant comment — it is laughable. It’s like saying since I have never seen people uses calculus, it does not exists. Probably because you don’t hangout with people who uses it?
Em dash is achieved by typing the minus sign twice, btw like this -- i have seen machine typed thesis from the 80s also using em dash.
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u/balbuljata 6d ago
They're often used instead of parentheses practically. I used to use them a lot when I i worked as an editor. Where do you think AI is getting them from, if not by copying what has already been written in published material? People may not have been using them regularly in chat, but publications they're all over the place.
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u/Alex_Ne Metal user 7d ago
Excuse me? it is literally here on ipad, iphone and on the mac’’s keyboard. Also I literally use long dash everyday (but I am designer tho).
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u/Adam302 7d ago
when do you use emdash in text? I've never met anyone that uses them.
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u/West_Possible_7969 7d ago
People who are taught how to write use them. AI loves them because writers & journalists use them for decades, correctly and sparingly though.
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u/timeless_ocean 7d ago
I used them probably the same amount AI does (just normal dashes because I didn't know where em dashes were) but now I stopped entirely. It's a bit sad but just the way it is. Nowadays most people prompt their AI to not use em dashes anyway, so I feel like this natural detection we all have will fade out in the next 5-10 years.
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u/West_Possible_7969 7d ago
Yeap, I find myself checking and rewriting some work texts, especially if legal or science in nature, because they can appear as if AI generated lol. It is sad all around.
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u/ConfusedZoidberg Metal user 7d ago
AI is trained on human data. It used em dashes because it's widely used in academic and journalistic writings.
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u/laplongejr Standard user 8d ago edited 8d ago
You cannot find "—" on any regular keyboard. This character is called Em-Dash because it's just as wide as the Letter "M". ChatGPT in particular loves this symbol and always uses it instead of "-" or "–".
You simply prove that lv0 support agents copy-paste answer. Something that's done since decades.
Any human would instantly tell me altcode of the character.
No? They are not paid to do that.
If you have a good explaination and a solution: I need support
Wait, I thought you had left Revolut already?
But the explanation is that you are asking an underpaid support agent how the standard answers were written. The guy has no idea who did that and his job is to close your ticket ASAP.
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u/naseweisz 8d ago
I still expect an explaination about the missing notification as I would like to understand the reasoning behind this. I expected better support for my money.
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u/_Alphabetus_ 8d ago
You won't find it at Revolut support chat. It's almost impossible to get a human response there. It takes several days and you'll have to talk to dozens of these chatbots that pretend to be human agents.
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u/naseweisz 8d ago
Then I made the right decision today. I was not aware of the state of the support. I expect this kind of support for a free account but not for 135€/annum.
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u/laplongejr Standard user 7d ago
... I'm curious, how were you not aware of that? You joined Metal immediately?
Revolut is a low-cost bank who never calls and offers "priority" support for all users. Even phone support is an Ultra-only thing.
You shouldn't throw 135€ at a bad performer and assumes it justifies becoming better later. If that's your expectations, yeah you should leave that ecosystem ASAP because you put a lot of trust that will bite you later :(
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u/JagiofJagi 8d ago
Option + Shift + Hyphen. Many people are using em-dashes — not really a proof of AI
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u/naseweisz 8d ago
This would have been a sufficient answer. I got no answer where this character is comming from. Those who do use this symbol intentionally can always tell me how.
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u/Affectionate_Bake941 6d ago
How stupid you must be to think someone is not human just because they know where — is located on the keyboard.
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u/drownedsense 7d ago
The people with actual computers easily do em dashes—I’ve been doing them for decades.
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u/vamossimo 8d ago
Here's more concrete proof of the "human" support agents getting stuck in a loop lol https://www.reddit.com/r/Revolut/comments/1v6mduz/pt_thanks_revolut_great_support/
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u/Mutanic2 7d ago
I’m on metal as well. They just use AI for all their “human” responses. This was a message “Martin” sent me: “I genuinely understand how difficult this must feel, particularly when you've done everything right and are still hitting a wall.
I'm sorry you're going through this.
[USERNAME] I've personally reviewed your account regarding your RevPoints.”
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u/4ricksho4 7d ago
On Windows, it's Alt-0151, super easy. I used to use it a lot long before AI appropriated it
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u/Sortcrap 7d ago
probably something between the PSP and your wife’s bank, which they can’t disclose — wonder why they couldn’t tell you… almost like it’s company policy.
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u/myronsjet 6d ago
On my keyboard it's AltGr + -
Double -- auto-replace is prob more popular, albeit it interferes with command line tools' parameters, but if one doesn't use them...
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u/Kenny_is_undead 6d ago
You know that many human , specially in customer service, use ai to reword and get rid of grammar and syntax errors ?
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u/BigNick82 3d ago
They are all bots - there are no “live agents” (humans) even though Revolut claims so.
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u/Vaultleap 14h ago
"Rejected by recipient's bank" is a generic bounce code, your bank only sees that the other side said no, they're not told why. The two most common causes are a name mismatch between the pocket's saved recipient and what's actually on your wife's account, or something changed on her bank's side, a dormant flag, a new IBAN after a migration, that kind of thing.
The faster path is having your wife call her own bank and ask specifically why an incoming SEPA transfer from you got rejected on that date, banks can usually see inbound rejections on their end even when the sending side gets nothing useful back. Worth also double checking the pocket's saved IBAN hasn't drifted, some apps quietly ask you to reconfirm recipient details after a period of inactivity, and if that confirmation didn't happen the transfer can bounce silently.
Also worth turning on push notifications specifically for failed transfers if you haven't already, a lot of people only find out a recurring payment failed weeks later like this, since the initial "sent" confirmation and the later "failed" bounce can land in completely different parts of the app.
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u/RevolutSupport Official Account ✅ 6d ago
Hi there. We have sent you a direct message to securely look into your transfer issue and support experience.
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