Revolut chatbot 'Rita' mischarges customers cancelling premium subscriptions
UKPulse News Desk
Revolut's automated assistant, Rita, has incorrectly charged customers attempting to cancel premium subscriptions after a key perk was reduced. The digital bank has apologised, stating that early termination fees should have been waived.
- Revolut's chatbot, Rita, charged customers a break fee for cancelling premium subscriptions.
- Customers were attempting to cancel after Revolut reduced discounted Wework office rates for 'Ultra' members.
- Revolut has apologised, confirming that early termination fees should be waived for customers cancelling due to the Wework changes.
Revolut's automated assistant, named Rita, has reportedly charged customers who sought to cancel their premium subscriptions. This occurred after the digital bank reduced a key membership perk offering discounted rates at Wework offices.
Customers attempting to end their paid membership were instructed by Rita to pay a break fee, despite Revolut having waived its typical fee for cancellations related to the Wework changes. One customer was told they would have to pay £55 to downgrade their plan.
Revolut confirmed earlier this week that the number of Wework sites available to 'Ultra' members had been cut. A spokesperson for Revolut stated, "We are not charging an early termination fee for customers who reach out to customer support wishing to downgrade their plan, as a result of this recent update." They added, "We apologise that this option was temporarily unavailable to some users."
Revolut also informed customers at the beginning of August that its AI answer engine, Perplexity, would be replaced by Chat GPT in September.
Why this matters: This incident highlights potential issues with automated customer service systems and how changes to subscription benefits are communicated and managed by digital banks.
What this means for you: If you are a Revolut premium subscriber considering cancelling due to recent perk changes, you should not be charged an early termination fee, according to Revolut.