After Revolut cut the number of WeWork locations available to Metal and Ultra subscribers, customers who wanted to downgrade were told by the in-app support assistant Rita that they owed GBP 55 - the same as a single month of Ultra - despite Revolut having quietly extended fee-free cancellations to affected members. In an exchange seen by City AM, Rita acknowledged the customer's frustration about the WeWork and Perplexity benefit changes and the unexpected break fee, and still demanded payment: "I understand your frustration regarding the changes to the Wework and Perplexity benefits, and that this break fee is unexpected given the situation."
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Expert: Revolut spokesperson (exchange reported by City AM via Financial News), Digital bank; its own chatbot misquoted the policy Revolut had already changed A Revolut spokesperson said the bank was not charging an early termination fee to customers who contact support to downgrade as a result of the recent update, and apologised that the option "was temporarily unavailable to some users" - so the assistant quoted a fee the bank's own policy no longer applied. The case also sits on a terms problem. Revolut's general terms commit it to 30 days' notice before altering a product or service, while the paid-plan terms let Revolut or a partner change or cancel subscription benefits at any time, and participating WeWork locations are controlled by WeWork. Among roughly 265 WeWork sites still open to subscribers, more than half are in the US; Paris, Milan, Edinburgh, Brussels, Dublin and Prague lost all of their locations, several of which were absent from Revolut's initial communications on the change. Customers reported no advance notice. The stakes are commercial: subscriptions are among Revolut's fastest-growing revenue lines, reaching USD 936m in the latest financial year, a 67% rise. Whether Rita has been corrected is the immediate test - a repeat of automated misbilling on that line would be harder to apologise for. Source: https://www.financial-news.co.uk/revolut-chatbot-rita-charges-users-a-break-fee-it-had-already-waived/
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