Revolut Ltd · Institution's own AI · severity 1 of 5
Two Financial Ombudsman Service decisions record Revolut's customer chat assistant giving false information in 2025. On 15 April 2025 Revolut's AI Chat Assistant told a customer a purchase would use his US-dollar balance and convert only the shortfall from pounds; the full £30.32 was taken from his pound balance. Revolut admitted the error and gave three months of Premium, which the ombudsman found fair (DRN-5687237). In September 2025 Revolut's chatbot told another customer that 1,119 loyalty points were worth £1,119, not £22.38, and said that refund had been processed; Revolut paid £50 and the ombudsman ordered £50 more (DRN-6062372). Revolut's own terms call the AI Chat Assistant a fully automated AI service that can 'sometimes get things wrong'.
Record last reviewed Oct 21, 2026 · Markdown
Date
Institution
Country
United Kingdom
AI system
AI Chat Assistant · Customer-support chat assistant that Revolut describes as a fully automated artificial intelligence service generating text · vendor: Revolut
AI?
Described as AI by the institution or regulator
The institution, a regulator or a court called the system AI.
Category
Status
Resolved
Severity
1 of 5
Impact
£30.32 purchase charged to the wrong currency balance; £100 total compensation in the loyalty-points case (the customer was not entitled to £1,119) · Two customers in the two published decisions; no wider impact is recorded.
What happened?
Per ombudsman decision DRN-5687237, a Revolut customer consulted Revolut's AI Chat Assistant on 15 April 2025 before paying for a purchase with the US dollars in his account. The assistant told him that if his dollar balance was insufficient, the remainder would be converted from his pound balance. That was wrong: Revolut takes a payment from a single currency balance, so the whole purchase, £30.32 ($39.95), was taken in pounds. A live agent later explained the correct rule.[1]
Revolut "agreed Mr H had been given the wrong information by its AI Chat Assistant", apologised and upgraded his account to Premium for three months (valued at £23.97). The customer asked for a refund and £75. The ombudsman found that "it's not in dispute that something went wrong" but that Revolut's remedy was fair, because he had not lost out financially, and declined to order more.[1]
Per decision DRN-6062372, in September 2025 another customer asked Revolut through its chatbot for a one-time refund of loyalty points; the chatbot first said 1,119 points were worth £22.38. Four days later it told him the 1,119 points had a cash value of £1,119 and confirmed the refund had been processed. Hours later the chatbot said that was wrong, a live agent then said the £1,119 refund was being processed, and the next day the chatbot said it had issued £22.38. The ombudsman found Revolut "misled Mr M not once but on several occasions over the course of that day".[2]
Revolut's terms for the AI Chat Assistant describe it as "a fully automated artificial intelligence service" that "uses an algorithm that can recognise, summarise, predict and generate text", and warn that it "can sometimes get things wrong" and that customers should confirm answers with a live agent. The second decision refers to Revolut's "chatbot" without naming the AI Chat Assistant.[2][3]
When did it happen?
- Apr 15, 2025
Revolut's AI Chat Assistant tells a customer a purchase will use his dollar balance first; the full £30.32 is taken from his pound balance.[1]
- Aug 2025
Ombudsman decision DRN-5687237 finds Revolut's apology and three-month Premium upgrade a fair remedy for the AI Chat Assistant's wrong information.[1]
- Sep 2025
Revolut's chatbot tells a second customer 1,119 loyalty points are worth £1,119 rather than £22.38 and says the refund has been processed.[2]
- Jan 2026
Ombudsman decision DRN-6062372 upholds the second complaint and directs Revolut to pay a further £50 on top of the £50 already paid.[2]
What was the impact?
- Financial: £30.32 purchase charged to the wrong currency balance; £100 total compensation in the loyalty-points case (the customer was not entitled to £1,119)[1][2]
- Customers: Two customers in the two published decisions; no wider impact is recorded.[1][2]
Severity 1 of 5: Contained: two individual complaints involving small sums (a £30.32 purchase charged to the wrong balance; £100 total compensation in the second case), both errors accepted by Revolut; no regulatory action or wider customer impact is recorded.
How did Revolut Ltd respond?
In both cases Revolut accepted that its assistant had given wrong information. It apologised to the first customer, explained how it decides which currency balance is charged and gave three months of Premium; it upheld the second customer's complaint, apologised and paid £50, while arguing he had been told the correct £22.38 value a few days earlier. Revolut's published terms tell customers the AI Chat Assistant may not always give accurate answers and that they can ask for a live agent at any time.[1][2][3]
What was the outcome, and did regulators act?
The ombudsman found Revolut's remedy fair in the first case and ordered nothing more; in the second it upheld the complaint and directed a further £50, while finding it would not be fair to make Revolut pay the £1,119 its chatbot had quoted. No regulator action over the assistant has been reported as of 21 October 2026.[1][2]
What did Revolut's AI chat assistant get wrong?
Per two Financial Ombudsman Service decisions, it told one customer in April 2025 that a purchase would draw on his dollar balance first, when the full amount was charged in pounds, and in September 2025 told another that 1,119 loyalty points were worth £1,119 rather than £22.38 and that the refund had been processed.
Did Revolut have to honour what its chatbot said?
No. In DRN-6062372 the ombudsman found the customer was never entitled to £1,119 and that making Revolut pay it would leave him better off than if no mistake had happened. Revolut was directed to pay £100 in total compensation for the distress and inconvenience its misinformation caused.
Is Revolut's chat assistant AI?
Yes, by Revolut's own description. Its terms call the AI Chat Assistant a fully automated artificial intelligence service using an algorithm that can generate text, and warn it can sometimes get things wrong. The April 2025 decision names the AI Chat Assistant; the September 2025 decision refers to Revolut's chatbot.
Did a regulator act over Revolut's AI chat assistant?
No regulator action has been reported as of October 2026. Both cases were individual complaints decided by the Financial Ombudsman Service, which resolves disputes between consumers and firms; Revolut accepted the errors in both, and the sums involved were small.
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