I’d argue that point with them as the terms and conditions do not state that.
It is faulty therefore you should get a free replacement
The fees information says faulty when it arrives but the t&cs don’t
7 Likes
I agree. The terms don’t state if the card is faulty on delivery, they state if the card is faulty so you can interpret that to your advantage.
It’s a pretty bad experience for chat to be telling customers that if they have a faulty card, a replacement would be chargeable. Even if the terms did state that would be the case. It’s only going to annoy the customer. It’s a standard cost of doing business for a bank to replace a faulty card.
3 Likes
I would argue the toss with COp(s) on this, and take it to a formal complaint level if necessary.
I had a card that arrived absolutely fine, was never mistreated, but over time it got increasingly dodgy over working with contactless payment, and eventually stopped working.
ETA: to be clear, this was nothing to do with the contactless limit; it was became harder and harder to payment machines to recognise the card was being held over them until a point when they simply weren’t able to recognise it at all.
I had it replaced as faulty before the new charges were brought in (luckily for me?).
Had I been asked to pay, I definitely would have argued the toss - the card was clearly faulty from new, but the fault only manifested/got worse over time. My perception/hope is that the new information re: ‘faulty when it arrives’ is Monzo over-specifying to protect against chancers, and that a civil conversation with COps would bypass it.
2 Likes
I guess it’s amazing cards work for as long as they do when you think about it. They are constantly being bent in your wallet and inserted into dirty slots that contain God knows what. Try cleaning your chip with a dry cloth. Contactless will also stop working when you reach the limit so you have to use chip and pin.
I guess if Monzo replaces a card for free every time someone’s card plays up it would cost a lot but if it continues not to work I’m sure they will send you one FOC.
1 Like
Cheers everyone, will pass on some of the advice and see how we get on 
4 Likes
Mine lives in a cupboard, I think I’ve used it twice this year so far. It’s linked to Google Pay, so I rarely need to use the physical card.
2 Likes