Sorry for the late replies, Monzo froze my forum membership as I was new.
It was a DD and not a CPA.
Eventually after waiting for a “specialist” someone finally did the indemnity claim for me.
The customer advocacy (complaint) team contacted me today and told me that companies are within their right to reactivate a direct debit I’ve cancelled. This is utter nonsense as it requires my permission, Monzo are basically saying cancelling a direct debit has no impact as they can just set it up again without my permission and claim it.
I’m really disappointed as I’ve just done a full switch to Monzo and this experience has been so poor. Requesting a DD indemnity should be so straight forward but it has been a nightmare.
Overall I still enjoy Monzo so I won’t switch away but I feel really disappointed and wary now. Monzo is 90% fantastic but the 10% they get wrong they seem to get very wrong.
I’ve made a formal complaint and the advocacy team have said they won’t be upholding it but I will get a formal reply within 15 working days. I’ve made clear I am not after any compensation I just want them to accept they are wrong and apologise.