Be part of our cashback pilot 🎉

[Carlo1460]

Monzo, for all its efforts, manages their queues very poorly, they probs still have thousands waiting

[JIMMWX (Village Idiot)]

@Ordog

They do if you say someone

Well that’s what I thought, but the poster made no reference to making the request, perhaps it was implied.

[tomerlandsen (Thomas Erlandsen)]

Yes it absolutely was Monzo. I tried to buy something on eBay with my Flex card, and next thing I knew all my accounts were frozen. I had two days with no access to any of my money - I had to borrow money for food from friends, and all my direct debits failed (including my mortgage, so I’m trying to make sure that doesn’t get considered as a default on my mortgage payment).

I’m actually planning to make a forum post about this later because it is absolutely outrageous. Leaving someone with no access to money for 2 days during a cost of living crisis. I couldn’t even get the bus to work because I had no way of paying for it, so I had 3 hours of walking to and from work

[Revels]

What you’re saying doesn’t really make sense.

But none of us here can help you. You need to go back to Monzo.

[Carlo1460]

Seems unusual, but you did agree on signing the terms and conditions monzo can review your account at any time, which includes an account freeze during that time.

[tomerlandsen (Thomas Erlandsen)]

I don’t really understand how you can support Monzo here. Regardless of their T&C’s, cutting a customer off from all of their money across all accounts for 2 days just because they made a big payment, and then providing no way for them to get support or fix the issue is pretty outrageous. I did nothing wrong other than use my account, yet found myself having to borrow money from friends just so I could get food and now my mortgage lender thinks I’ve defaulted on a payment.

Anyway this is a complete side point. I’d really appreciate if the cashback team could have a look into what happens when cashback fails because it’s credited into a frozen account. Thanks

[Carlo1460]

Well their terms and conditions back up their decision which you accepted they could do.

All banks do it, it’s tough.

Lesson here is don’t have all your eggs in the same basket, regardless how much you favour them.

[Revels]

@tomerlandsen

I don’t really understand how you can support Monzo here.

It’s hard to believe what you say when it’s so far fetched. You don’t have to and shouldn’t explain it all, but when you say you used your card and that meant your account was locked for days, I fully expect your nose to start to grow.

@tomerlandsen

I’d really appreciate if the cashback team could have a look into what happens when cashback fails because it’s credited into a frozen account. Thanks

This isn’t a support forum. Your best bet is to follow the advice posted.

@iankent

Customer support

Sorry for any issues you’re having getting things like merchant issues sorted through customer support - as you’ve already said, this is all super new and to an incredibly small audience, so while we’ve tried to make sure all of our customer support are aware of it, there’s definitely some gaps here we need to work on.

If you’ve opted in to receive cashback, the best way to get in touch with customer support about cashback is using the chat button on the “Cashback Explained” help article - your chat will come through to cashback customer support who are all trained to help with cashback issues like these.

[Benayoun (Ben)]

You won’t get a default registered for missing one payment - defaults are 6 or more consecutive missed payments

[dinosm]

@Carlo1460

don’t have all your eggs in the same basket

Aside of any discussions of whether we support Monzo or not, or whether we agree with banks’ practices to lock accounts etc, this is the best advice: always have more than one bank account (and if possible more than one credit card) with some money in all accounts in case one bank decides to lock your account, so you can have spending money while sorting it out.

@tomerlandsen

I’d really appreciate if the cashback team could have a look into what happens when cashback fails because it’s credited into a frozen account.

Unless I am missing something, how is it possible that cashback would be credited into a frozen account? If the account is frozen, you can’t use the card to make any transactions, so how would you be getting cashback?

[tomerlandsen (Thomas Erlandsen)]

Blockquote It’s hard to believe what you say when it’s so far fetched. You don’t have to and shouldn’t explain it all, but when you say you used your card and that meant your account was locked for days, I fully expect your nose to start to grow.

I really don’t appreciate being accused of lying.

The cashback is a separate issue (and the one I want solved on this thread) - these are transactions I made days ago (before my accounts were frozen), and I manually submitted requests through the help section to have these reviewed as I should have received cashback and didn’t. I received a notification saying they’d been reviewed and cashback had been credited to my account, but this happened whilst my account was frozen and this is what I’m asking the cashback team to look into.

And since you think I’m lying, please see my other thread I’ve created about this issue complete with proof about the whole incident. Please think twice in the future before accusing someone of lying - it’s been an extremely tough and stressful couple of days as it is without being called a liar.

[Revels]

@tomerlandsen

The cashback is a separate issue (and the one I want solved on this thread)

This isn’t a support forum. Your best bet is to follow the advice posted.

@iankent

Customer support

Sorry for any issues you’re having getting things like merchant issues sorted through customer support - as you’ve already said, this is all super new and to an incredibly small audience, so while we’ve tried to make sure all of our customer support are aware of it, there’s definitely some gaps here we need to work on.

If you’ve opted in to receive cashback, the best way to get in touch with customer support about cashback is using the chat button on the “Cashback Explained” help article - your chat will come through to cashback customer support who are all trained to help with cashback issues like these.

[AaronB1 (Aaron)]

So I’ve noticed all the cash back offers expire next week. It’s not clear whether I have to select new offers or that will be the end of the trial.

[Carlo1460]

I hope it’s extended or a wider variety, haven’t hit the full £20 as I don’t use monzo enough, but other half does (even if it is countered by travel cost to achieve Cashback).

[HoldenCarver (Nick)]

Going back to the start of the trial in this topic…

@shreya22

We are planning a wider launch at July 12, so post this date your cashback offers and limit would be reset

[sgruppetta]

Does anyone know when we expect cashbacks to hit mainstream accounts? Thanks.

[coffeemadman (Jonathon 🏳️‍🌈)]

July 12 it seems.

It could be staggered though. Or not go ahead at all.

[dr_necessiter]

Hope to see this soon, as I would switch some (maybe all) my day to day spending back to Monzo from Chase. mrs_speedyrite (who is on the trial) tells me it worked fine for her, although she’s not the big/main spender here (which she ascribes to being a thrifty northern lass…)

[davidwalton (Award Winning Hot Coral Analyst)]

A quick update - the offending transaction in my user-half of the Joint account has now had a Merchant data correction and the applicable cashback applied. Nice one Monzo

I’ll check later with MrsW if the same has happened with her mistakenly-no-cashback-applied transaction.

[TheSamHolland (Sam H)]

I’m still waiting for mine from nearly 2 weeks ago at Costa Coffee (came through with just the name of the town as the merchant) with support telling me it’s being looked into and the chat closing - slightly annoying, but hopefully it is being looked into

On the whole, I’ve had other cashback come through so it works overall, just these niggly bits that are likely to occur now and then.