The cases / Banking / fintech
Revolut's chatbot valued 1,119 loyalty points at £1,119 instead of £22.38
Chat in September 2025; ombudsman decision January 2026.
What the AI said
1,119 points had a cash value of £1,119, and the refund had been processed.
What was actually true
The points were worth £22.38, which Revolut's chatbot had told him four days earlier.
Cost or impact
Revolut paid £50; the Financial Ombudsman ordered £50 more (£100 total). The customer was not owed £1,119. The ombudsman said Revolut 'misled Mr M not once but on several occasions over the course of that day'.
Who caught it
The chatbot corrected itself hours later; a live agent then wrongly re-confirmed £1,119. The customer escalated to the ombudsman.
Check that would have caught it Our analysis
recompute in code. Points-to-cash is a fixed conversion. Compute it from the ledger; the model should only phrase the answer.
This is our judgment, not something the sources say. How we assign it.
Sources
- financial-ombudsman.org.ukhttps://www.financial-ombudsman.org.uk/decision/DRN-6062372.pdf
- bankingnewsai.comhttps://www.bankingnewsai.com/ai-incidents/revolut-2025-ai-chat-assistant-ombudsman-errors
Links last checked Oct 24, 2026. If something here is wrong, send a correction.