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 thro…

Seems to me Monzo are doing their best here to me and helping out with the limited resources they have. If they’ve 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 wa…

But my legacy bank wouldn’t 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 isn’t the solution, it’s an intermediary step. It’s not resolved until Monzo do something about it and for that you nee…

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 c…

They need an emergency number for things like fraud.

And answer the phone when it rings.

There is another thread on this, which is even more worrying. [image] Customer service chat delays Help Apologies if this has been discussed elsewhere, but what on earth is going on with in-app chat? This week I’ve had a near 24 hour delay in a response, which made no se…

I disagree. Monzo is a bank so has a responsibility to help a customer out if they are victims of fraud. The customer still has money in their Monzo account so it is Monzo’s job to let that customer access it. Time was Monzo would have been excellent at this, but worryingly they are falling short…

I’ve Also had an issue with fraud, On Sunday morning I came home to find that someone had taken £1101 from my account and transferred it into a bunch of different accounts. After a terrible wait on the app I was told someone will contact me ‘Shortly’ but it’s now been almost 24 hours since I was to…

These were bank transfers, not card payments?

This doesn’t make sense. You came home to find your phone and saw someone had been using your Monzo app? Did you leave the PIN out as well to facilitate this.

Chat delays for fraud issue is unacceptable

UK Help

Kissington 28 September 2019 23:25 28

There is another thread on this, which is even more worrying.

Topic		Replies	Views
My recent issues with Monzo Monzo Chat	66	17200	5 July 2023
Fraudulent charges drained my account; Monzo not responding via chat or email and nobody answers the phone Monzo USA 🇺🇸 fraud	10	1273	8 November 2024
Farcical in-app support Feedback & Ideas	53	1609	27 October 2021
Complaint stolen card Help	41	3492	26 April 2020
Shock withdrawals Help	52	2271	20 February 2023

Chat delays for fraud issue is unacceptable

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