Is it a franchised store, for example, the one inside Odeon New Street Birmingham 
Same with some motorway services outlets.
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Hopefully @iankent will be able to pop along in the week and take a look at this!
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Part 32536 of an excellent product being let down by poor management grip of support.
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To be fair to Monzo when I was in conversation with HSBC about their at the time non working plan tab 80% of agents had no idea that it even existed in the first place.
But I agree, it really is their Achilles heel at the moment, which is a shame because the rest of the app etc seems really nice.
A bit harsh when theres 0.00002% of customers with the feature.
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Itās a pattern of behaviour with support. If it was otherwise excellent then yeah totally Iād let it off.
But itās not. Responses are slow, often nonsensical, passed around with the inevitable self referral to customer advocacy which then fails to meet its own timescales.
I cannot over emphasise how poor the experience is right now and how it drags down the rest of the product.
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Iāve had a pretty good experience in the last few days. That being said, it was great beyond the initial contact. I just feel like whoever initially picks my queries up either doesnāt have a clue what I am talking about or thinks they do but they have totally gotten the wrong end of the stick. Once I was passed on to the technical team though the service was great.
It has been a recurring issue with the initial contact being crap quite frankly. And it is a big letdown. It just feels like they donāt actually read and process whatever you write. The most annoying is when you spend ages typing up your issue and attaching screenshots, to then be asked by the agent āwhat can I help you with?ā and then asked to submit screenshots. I think some of the Monzo staff need to try attempting to get help to see what experience we are getting.
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And, of course, first contact is that one chance you get to create a good first impression!
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I actually had a question regarding cashback. Went in chat last week. Waited 2 days as no one knew the answer and was being passed around to finally being told monzo does not offer cash back at all. I just gave up
You could always try asking the question here (and tagging Ian).
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Made a purchase at Sainsburyās today that didnāt track. Are Sainsburyās petrol stations excluded @iankent ? Didnāt see anything in the T&Cs.
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My local Morrisons petrol station doesnāt track any cash back, confused how someone elseās was as Iād guess itās driven by MCC or merchant name specifically.
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Yeah, itās weird. This one specifically says Sainsburyās Petrol, rather than just Sainsburyās, but nothing in the T&Cs excluding it.
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I think this is one of those rare occasions where itās best to ask here v chat. What was the question?
@iankent might be able to respond after the weekend
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Sainsburyās petrol is excluded. As itās a different merchant in app compared to Sainsburyās - thatās how I took it when I tried it 
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After Ian fixed my Spar shops (which have petrol stations), my diesel fill up at one of them received cashback as normal.
The charge came back as Spar.
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Itās a rare occasion that itās the other way around.
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It certainly is! But with 0.000214% of customers having access I suspect itās not worth the effort communicating it.
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Ah thatās gear for similar reasons. Our spar is both a fuel station and the local shop.
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Iām not entirely sure, but Iād go with franchise because all it shows is āUrmstonā as the merchant name whereas, from memory when I used to work there, if it was a non-franchisee (back when Whitbread used to own Costa Coffee) it would show the official Costa branded name.
It definitely must make it hard for Monzo to determine what falls within the merchant for which cashback is offered when thereās a multitude of different franchisees etc.
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