od Gazuna 15. 4. 2021 00:28
Moje zkušenost:
2021-03-12 13 925.94 CZK do ČS
přijato 2021-03-16 od "Vitesse PSP B.V. (8902682/0800)"
poplatek 0
poznámka "SENT FROM REVOLUT"
2021-03-31 29 000 CZK do ČS
přijato 2021-04-06 od "The Currency Cloud Limited (AT52 2010 0600 1564 1403)"
poplatek 290 Kč
poznámka "210331-3Y8RBF417 SENT FROM REVOLUT"
2021-04-06 10 000 CZK do ČS
přijato 2021-04-08 od "The Currency Cloud Limited (AT52 2010 0600 1564 1403)"
poplatek 100 Kč
poznámka "210406-34NG1D756 SENT FROM REVOLUT"
2021-04-09 30 000 CZK do Equa
přijato 2021-04-12 od "ZPS PZSUN 1236 CZK (2001141349/0800)"
poplatek 0
poznámka "210409-11062F233 Sent from RevolutTransfer"
Po první obdržené platbě přes SWIFT jsem to zkoušel reklamovat. Přikládám destilovanou komunikaci:
Support: I understand here, it might happened that an intermediary bank (involved in the transfer process) might charge you a fee.
Me: The fee was not charged by an intermediary bank. It was charged by my bank where I have my bank account because the transfer came through SWIFT.
In the past, CZK transfers would come from another Czech account and be considered domestic.
The last one came from an Austrian account.
Austria uses EUR therefore they probably had to send it as SWIFT.
The point is, why did it come from an Austrian account instead of a Czech one?
Is this how CZK transfers are going to come from now on?
Support: Thank you for waiting, sorry for the late response, I was able to check here on my available resources.
As per them,
transaction
As you can see it was send as EUR due to the currency
So the latest transfer
transaction
Was send to CZK currency.
The reason behind it is this could depend on the countries of both sender and the beneficiary, so it might case, this is on your bank side who were able to do such kind of processing transfer.
Me: The first 983.94 EUR transaction is completely unrelated and happened 2 weeks prior.
Support: I am explaining that this could depend on your bank.
Me: I am talking about CZK to CZK transactions.
Support: That's why I mentioned it here. So in short, this could be on your bank.
Yes, exactly.
Me: CZK sent to my Czech CZK account used to come as domestic.
Support: It was counted as international transfer so this could depend on your bank that's why they charged you.
Me: So my question is, can I not assume that CZK transfers to Czech CZK accounts will come as domestic anymore (they used to)?
Support: It should be this case only.
I mean it could be this transfer only as considered international.
Me: I'll try to send a small amount again today and see.
Ta "small amount" je těch 10 000 CZK. Ale přišlo to úplně stejně jako ta předchozí. Tak jsem si stěžoval znovu:
Support: Apologies for the unexpected fees. Sadly, we will not be able to refund any amount as the fees were not charged on our side.
Me: I understand they were not charged by you. However, they were charged because of how you send the transfers.
And the way you send them has changed.
It used to be a domestic transfer coming from another Czech account.
Now it comes from Austria.
So is it now official that CZK transfers to Czech CZK accounts will be sent as SWIFT from now on?
From the previous chat, I had the impression that this was a one-time issue.
Is there any information or announcement about this change where I could read more?
Support: There is nothing on our end that changed. CZK are still processed locally. Please clarify on your bank's end the fee that was charged on you.
Me: I know for sure it is coming from a different bank now.
I can provide the bank statements if you want.
I understand why my bank charged me. Because it was a SWIFT international transfer coming from an Austrian bank account.
Support: Apologies. I have checked again and it was still being sent locally on our end.
Me: Maybe there is an issue with an intermediary you are using?
I am attaching the statements from my bank now.
The first one (local.pdf) is how it used to come before.
The other four documents are the two most recent transfers with their respective fees.
Can you see them?
In summary, it used to come from "Vitesse PSP B.V." with the local bank account number 8902682/0800. Now it comes from "The Currency Cloud Limited" (12 Steward Street GB/GB E1 6FQ LONDON) with the IBAN AT52 2010 0600 1564 1403.
The address says London, but the IBAN is Austrian.
So if there was not supposed to be any change on your end, can you maybe escalate this so that the intermediary has a look into this?
Support: Apologies. I have checked again. It is still being sent as a local one. With the name, I can confirm that the Bank Name belongs to our banking partner, however, Revolut is still the paying/beneficiary bank.
Me: So do you have any idea why this issue might be happening? I can try asking my bank but I doubt they will have any useful information. They just receive whatever they receive and they cannot influence that.
To me, it looks like there is a problem with our banking partner, who is routing the transfers through Austria, possibly by mistake.
I mean "your banking partner".
Support: Apologies. We do not have any reason not to share with you any changes about things as important as this. No information were given on us about this as the transfers are still being sent locally on our end.
Me: Will this get escalated and will someone be looking into possible technical issues that caused this?
Support: As soon as the team knows that this is an issue on our end, please know that they will work on that.
Me: OK. I will have to get off now. Thank you for your help so far.
Support: Alright. I know that I didn’t manage to fully resolve your issue. Some things are unfortunately out of our support’s team control, but we always look for ways to improve in the future. The feedback about your experience will be passed to the responsible team. I will resolve this chat for now and you will have the chance to rate either the conversation with me or our product. Let us know what we should focus on to make your experience better! Thank you for chatting with me today!
Tou dobou jsem ještě nevěděl, že do Equa to stále chodí jako domácí platba. Equa jsem pak zkoušel, protože má případný poplatek za SWIFT jen 29 Kč.