I was unfortunately the victim of card fraud last night. Right before I left to go on holiday. It really sucks. I Froze my card in time so had no money stolen, but I tried to get in touch with Monzo via the app (like it says) and got absolutely no response. Nothing.
I managed to eventually get through on the phone after trying loads of times, and Monzo put a block on the card. I explained I was extremely worried about going abroad and this being my sole source of funds except a small credit card, and the rep said that Iād be able to get in touch with Monzo on the app or phone and theyād unblock it temporarily so I can get cash out.
This didnāt turn out to be the case.
I arrive in Iceland this morning And messaged as soon as I landed. 2 entire hours, yes, two hours, of me trying to send messages through and still absolutely no response whatsoever. They seem to have removed the āurgentā option so you canāt even tag your message as urgent anymore. As Iām writing this Iāve still received nothing. And just kept getting cut off the phone.
This is so extremely frustrating and unprofessional. I understand the perks of Monzo and all of the cool features, but when it comes to needing money for emergencies when weāre in an unfamiliar foreign country this really stops being funny. I sent in emails too, and you guessed it, no reply to those. Iām being completely ignored.
Iām going to leave Monzo as Iād never have this from any other bank. And Iām really sad to go, but this experience really takes the biscuit.
Hi Jordan, If this happened to you just before going on holiday and you were solely using a high street bank, they would have cancelled your card and you would be in a similar spot (struggling to get money abroad) presuming they could not get the card out to you in time.
Recommend you always have a backup current account or prepaid card like revolut etc.
Agree however that the current support waiting times are below par and will cause distress on more serious issues like this. Hope you get sorted asap!
Itās easy to be captain hindsight and say ācarry around an extra cardā but as Iām already in this situation, I canāt do much about that 
The chat delays are disgraceful and at least with a high street bank Iād get through to a human, very promptly. You donāt treat customers like this. Very poor.
Hi @Jjb89 
Iām really sorry to hear that our chat times arenāt what weād like them to be right now 
Could you DM me your email and I can take a look at this for you?
Iāve also had an issue with potential fraud and no one has gotten back to me!
Thanks for the reply - I canāt work out how to DM on the forums (Iām on mobile - Iāve tried looking everywhere on your profile but maybe Iām being a bit blind?) but my email address on here is the same as the one on my account
If you tap on @cwtch profile picture you should see a big blue button saying āMessageā.
Thatās down to the Discourse software used to run this forum I believe? You need to have posted a bit more to gain trust levels - looks like @cwtch will have to DM you 
Iāve sent you a DM 
Iāve also had an issue with fraud last night and have not been able to get in touch with anyone. This is urgent and honestly disappointing.
Hi @desireemma
Really sorry to hear that Iām en-route to the office at the moment, so Iām afraid I canāt help out just yet.
Hopefully you get a reply from the chat, before I reach the office. Iāll send you a DM once I get there to check up on things with you. I hope thatās okay
Hi, Iāve reported the fraud to the police and they have told me to contact monzo urgently, Iāve tried to get in contact every way possible for the last hour to no response. This is really distressing and I cant believe Iām having to wait 12 hours for something like this
Iāve sent across a DM to you 
Keep calling if its urgent there is no point using the app chat
Itās bizarre. I have no way of contacting Monzo urgently, other than by phone (and many people are complaining that the phones arenāt always answered promptly).
I have just had a similar experience when my wife was subject to a scam
We tried to get in touch with MONZO but to no avail
It was hours before we got someone to answer but then it was days before the accounts where properly sorted
In the meantime our accounts where frozen, even the non affected MONZO account was frozen leaving us with no means of drawing out funds
It was a very painful week in trying to communicate and then finally trying to re establish accounts
I totally agree that MONZO need to sort this out. When a customer screams for help due to a scam or fraud MONZO should be jumping on that
What a real shame that they have slipped
Seems to me Monzo are doing their best here to me and helping out with the limited resources they have.
If theyāve leaked your details and therefore the result of fraud, I agree that they should be at your doorstep sorting it.
Fraud happens everywhere and monzo has given the world a REALLY fast way of dealing with it, blocking your card, way faster than older banks. For me, blaming them for you being a victim of fraud is like blaming the weatherman because you got wet.
But my legacy bank wouldnāt take hours to reply to sort it out, I could talk to them on the phone after 5-10 minute wait at the worst. Not hours without a reply. Freezing your card isnāt the solution, itās an intermediary step. Itās not resolved until Monzo do something about it and for that you need a reply from them.
While long wait times are definitely not great (though I suspect they are much worse than average right now because of a major update releasing at the same time as all the plus stuff), it seems like more of the problem in this case is actually that they blocked the card rather than allowing you to continue freezing it and unfreezing yourself to spend. Even a fast chat service wouldnāt be great if you have to use it every time you spend money, and then again afterwards - for me this seems like exactly the sort of situation freeze should be used for. Just quickly unfreeze when about to pay and then quickly freeze again after. Thereās actually less of a window for a potential fraudster to use this way too.