Revolut has announced the launch of its new In-App Calls feature aimed at combating impersonation scams. This innovative security measure allows personal customers to connect directly with Revolut’s Customer Support through the app, providing a reliable and secure communication channel that fraudsters cannot replicate.
Understanding Impersonation Scams
Impersonation scams have become increasingly prevalent. Fraudsters pose as representatives of banks, authorities, or trusted individuals to deceive victims into sharing sensitive information or transferring money.
These scams not only threaten the financial safety of individuals but also lead to significant emotional distress. Despite a recent decline in the number of such scams affecting Revolut customers—now at their lowest level in nearly two years—the impact on victims remains severe. 
The Need for Enhanced Security
Revolut has been proactive in addressing the challenges posed by impersonation scams. The company has invested heavily in its Financial Crime team, which now comprises over a third of its workforce.
This commitment to security has resulted in the development of advanced features aimed at safeguarding customers’ financial well-being. The introduction of In-App Calls is a continuation of this effort, designed to enhance customer trust and safety.
In-App Calls: A Secure Solution
The In-App Calls feature enables customers to receive calls directly from Revolut’s Customer Support team through the app itself. This approach eliminates the risk associated with traditional phone calls, where scammers may impersonate bank representatives. By using this feature, customers can be assured that they are communicating with legitimate Revolut personnel.
Woody Malouf, Revolut’s Head of Financial Crime, emphasized the importance of swift action in preventing scams: “We know that the most effective way to stop a scam is to break the spell as fast as possible, before any money has been transferred.” He urged customers to be vigilant and utilize the app for verification if they receive unexpected calls regarding their accounts.
Malcolm Craig, General Manager at Revolut Bank UAB – Ireland Branch, stated: “This new security measure goes a long way to quelling the impersonation scams that plague the financial services industry.”
Customer Awareness and Future Plans
Revolut is committed to educating its customers about this new feature and wants them to understand that most communications from Customer Support will now occur through in-app calls.
While traditional phone calls may still happen in specific circumstances—such as when recovering app access or if a customer lacks internet connectivity—these will be pre-arranged with the customer.
In-app calling will soon extend to Revolut’s Business customers as well, further enhancing security across its platform. The company encourages all users to leverage its chat function for assistance, as it remains one of the fastest and most secure methods for contacting support.
As Revolut continues to grow its customer base globally, it remains dedicated to enhancing security measures that protect users from fraud. The introduction of In-App Calls represents a significant step forward in ensuring that customers can communicate securely with their bank.
With ongoing advancements and a robust focus on financial crime prevention, Revolut aims to maintain its position as a trusted financial partner for millions around the world.
As Revolut moves forward, it will continue to develop customer protections and innovative solutions that contribute to safer banking experiences for all consumers.
Article originally published on revolut.com
