Damaged card replacement

[imcdnzl (Ian McDonald)]

My card got physically damaged somehow (chip and wireless stopped working). Checked help (this is iOS app) and it said to freeze card and then get a replacement. None of the three categories matched the correct reason - damaged and my card is now frozen too for online transactions which is annoying.

Can I suggest that for damaged cards you do the following:

• don’t freeze the card
• have an explicit damaged option

Thanks

[BethS]

Thanks for the feedback! You can unfreeze your card if you want to use this for online payments while you wait for your new card.

[imcdnzl (Ian McDonald)]

Thanks Beth. Have unfrozen it now.

[Chapuys (Kevyn)]

I unfortunately mentioned this over a year ago and looks like the feedback then was not taken into account even though it seems such a simple step to make. I hope to see it soon (but not use until I need too)!

@Chapuys

My card was rejected today at an ATM because the card was damaged. Fair enough, it has been loose in my pocket for the last 6 months (being used well) and I had started to see the laminate peel off last month at the edges.

I went to order a new card, and found out there is no option to replace a damaged card. I know I could have just ‘lied’ and stated I had lost the card but most banks have an automatic option to replace damaged cards without telling white lies.

I did contact customer services and 5 minutes later was informed to use ‘instructed by customer services’ which I did. I have zero complaints and enjoy using Monzo. It just made me think it should be an option on the drop down menu so wanted to feed this back!

[simonb]

Thanks @imcdnzl and @chapuys - I’m going to feed this back to our Product team