Agreed entirely. It doesn’t make much sense at all to consider Freetrade and Revolut as rivals.
Revolut is fundamentally a financial utility for frequent travellers or self employed individuals who work internationally. Its audience are not implicitly financially or technically savvy, and are mainly concerned with spending less/not being ripped off, though it offers a few features on the side.
Freetrade is a relatively niche stock trading product. That is, it is only going to appeal to people with a high level of interest in finance and business, and serves one specific purpose very well.
Stock trading is almost the antithesis of Revolut, which is a smattering of entry-level products.
When you are growing by 6,000 to 8,000 customers a day, from a range of EU nationalities, with the kind of profile mentioned above, customer service issues are entirely inevitable.
It’s a handy way for smaller startups to tag Revolut, and they frequently do. “Well, their growth is impressive but we really care about our customers”. That’s easy to say when you don’t have to cope with anything like that kind of growth.
As for the work practices concerns, I simply think Revolut are more honest than the industry as a whole. I’ve never known of a growth stage startup in such a competitive market that didn’t involve putting in some long hours.