Less than a week before my 25th wedding anniversary – my first time traveling out of the country – I received a fraud alert late on a Friday about multiple charges totaling $2,500. As soon as I said the charge wasn’t mine, my phone rang and I was able to get help sorting which transactions were mine and which were not.
When I called two days later to check for updates, I learned I had only spoken to a third‑party fraud team; my card had been closed, and I didn’t know I needed to call to start the dispute.
REV’s contact center understood how upset I was; they immediately sent the dispute form, stayed on the phone until I received it, and waited while I completed and returned it so they could confirm receipt.
The following Friday I called again hoping for some news. The person I spoke to was upfront: he said he couldn’t guarantee anything but that he would email the disputes team and explain my situation. I was frantic: we were leaving on Monday, and I didn’t know if my account would work or if the money would be available.
A few hours later I checked my account, and the money was there. The relief was enormous; it took a ton of weight off my shoulders, and I was just so thankful.
I’ve worked in customer service, so I knew how easy it was to get a tired, dismissive response where people were just trying to move on to the next call. That didn’t happen here. With everything automated, it’s hard to even get someone on the phone these days, and then to actually talk to an entire team who listened and followed through – that meant everything.
I never had to step into a branch to get this resolved; it was all handled on the phone.
But when I do go in, everyone is friendly and never pushy. It feels like talking to family, and I am never treated like just another number coming through. When my dad moved down here, I got him to become a REV member. My daughter and her boyfriend are members too. You guys cared, you listened, and you’ve earned my trust.”
