I have just received official response to my complaint. The important parts:
In your formal complaint, you expressed your dissatisfaction with a recent update to the Revolut app for Android, as you are not able to access the Revolut app on your phone which runs on GrapheneOS. You stated that no prior notification was given about the change, it is inconsistently implemented, there is lack of transparency on why the OS has been blocked and users who are already logged in are unaffected by the change. To resolve this, you requested to provide a detailed explanation of why Graphene OS is unsupported, and whether Revolut plans to address this issue in the near future.
I sincerely regret the inconvenience caused by this situation, and having looked into your case, I would like to provide you with some additional information on the matter at hand.
Please allow me to emphasise that Revolut strives to provide industry best security standards and the best user experience for our application. The safety of our customers’ accounts and funds is paramount to us. Therefore, we have required our customers to keep their application and the software for their mobile devices up to date and we currently support official Android OS and iOS only.
This information is outlined in Clause 5 of our , where it reads:
<..>To help keep your account safe, download the latest software for your mobile device and the latest version of the Revolut app as soon as they are available.<..>
Please note that with each operating system update, Revolut also needs to provide updates in order to keep our app fully functional and secure. We frequently roll-out updates from time to time, and with each update, features and security updates are applied. Hence, the update can not be reversed.
I would like to note that GrapheneOS has never been fully supported, although it may have worked with the Revolut app in the past. Regrettably, there are currently no plans to introduce support for GrapheneOS in the foreseeable future.
I understand this situation has put you in a frustrating position, which is definitely not the experience we would like for our customers.
Even though we always work to get the best outcome for our customers, the extent of our abilities does not always correspond to what our customer wants us to do. Our intention is always to provide clear and transparent information regarding our services and features, and that all the relevant information can be consulted at any time by our customers.
Nonetheless, we highly value your feedback and I can assure you that our Product team is aware of the limitations for GrapheneOS users. We will use your feedback to continuously improve our services where possible. We appreciate your understanding in this matter and assure you that we are constantly working on enhancing the experience with our products.
Our view
After careful analysis of your case, I can confirm that Revolut app updates are made in order to provide the best security standards, as is stipulated in clause 5 of our https://www.revolut.com/legal/terms/ , and the app only supports official AndroidOS and iOS. I have decided not to uphold your complaint.
Please note that, by not upholding your complaint, we are not dismissing your negative experience in this case. It simply means that, from an objective point of view and to the best of my knowledge, Revolut has not acted unfairly on this occasion.
We are constantly working on improving our services day after day. I can tell you that we are happy having you with us and will use your feedback to provide a better service in the future.