Current account limits insufficient for extraordinary purchases

Monzo Chat
39

OK — a quick summary of what happened here, to the best of my understanding.

Firstly, I’m sorry for any confusion! There are definitely things we can learn and improve on based upon this thread and surrounding discussions and we’re making some changes internally to fix this. I hope the answers below answer all of your questions and I’m sorry we didn’t hit our normal standards here.

  1. We can increase payment limits on a case-by-case basis, however, at this stage we need some warning — it requires specialist members of our COps team to look at and therefore 3-4 days notice means we can ensure someone looks at it. This is especially important if it’s overnight because there are no specialists working overnight at the moment.

  2. We weren’t able to raise the limits for you @Justin that time because there wasn’t someone available to look at it. I appreciate this is super annoying and not something you were made aware of (more on that below). We should have said that nobody was available.

  3. The limits reset at midnight every day (as opposed to a rolling 24 hour period). The uncertain messages in chat were because that team wasn’t entirely sure and wanted to be totally honest. Again, we should have been clearer that they specifically weren’t sure and would find out and let you know as soon as possible.

So, tl;dr: currently, we should be able to raise your limits for specific payments if you get in touch with us with 3-4 days notice (ideally). We might be able to do it on shorter notice during working hours, but can’t guarantee it (right now — hopefully in the future).

Additionally, thanks to this post, we’ll be running refresher training for our COps team so that everyone is clear on how this works and we’ll also aim to be clearer in responses, both in chat and here on the forum, to explain exactly why we can’t do something. I’ll also follow up with the product team to see if we can make the limits any clearer, as well as the process for raising them.

I hope that helps explain and sorry we weren’t clearer earlier. Happy to answer any additional questions :slight_smile:

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