Revolut, the global leader in fintech with over 50 million customers worldwide and more than 4 million in Romania, announced the launch of a new innovative functionality: direct calls in the app. This initiative aims to protect users against impersonation scams and facilitate secure and direct contact between customer relations teams and users.
Revolut claims that impersonation scams are a form of fraud in which scammers pretend to represent banking institutions, authorities or other trusted entities in order to obtain money or personal information from victims. Although the number of such incidents is increasing globally, Revolut reported that in Romania, cases of impersonation scams targeting its customers are at their lowest level in the last two years, despite the growth of its user base by over 10 million.
“The emotional and financial impact on those affected by such fraud is significant. That is why we decided to implement in-app calls that cannot be copied or replicated by scammers, thus providing a safe environment for communication with our Customer Relations team,” said Woody Malouf, Head of Revolut’s FinCrime Department.
Revolut says in-app calls are initially available to retail customers, accessible from the Help/Security and Theft section, and will soon be expanded to the B2B segment. These calls are only made after prior confirmation via the in-app chat, thus eliminating the possibility of “surprise” calls from other channels.
Revolut Officially Announces a LAST-MINUTE Change for Millions of Customers in Romania
Revolut stresses the importance of using the in-app chat exclusively to contact Customer Service, ensuring confidentiality and security in all interactions. “If you receive a call through a channel other than the Revolut app, you should be cautious and verify the authenticity of the call. In contrast, our in-app calls are safe and authentic,” Malouf explained.
The company has invested significantly in its Financial Fraud Prevention department, which now represents over a third of its global workforce, or over 10.000 employees. In 2023, Revolut prevented over €550 million worth of fraud, demonstrating its ongoing commitment to protecting customers.
In addition to in-app calling, Revolut last year launched Revolut Secure, which offers advanced security features, giving customers greater control over the protection of their funds. The company continues to develop new real-time fraud detection systems and educational resources to inform users about the various risks.
“Our priority is to provide innovative solutions that prevent fraud before it happens. In-app calls are just one step forward in ensuring a safe environment for all our users,” added Malouf.
Revolut encourages all customers to use the in-app chat to contact support, noting that the support team is available 24/7 in over 100 languages, via chat or email. In special situations, the company may resort to regular phone calls, but only after obtaining the customer's consent in the app and providing a security code, to prevent any fraud attempts.
With these new measures, Revolut reaffirms its commitment to providing safe and innovative financial services, protecting its customers from increasingly sophisticated fraud threats.
