DHL asking for customs fee to clear my new Monzo card

I’m expecting my new card to be delivered in Bulgaria and have paid the £30 fee but now I’m getting emails from DHL saying I need to authorise them to clear the package with customs and asking a fee for this. I phoned Monzo and they said it shouldn’t be an issue at customs as it counts as a document, yet when I track the card delivery it still says held in Sofia customs. Has anyone else had to deal with something like this?

Sounds like it could be a scam? Do you have tracking details, is the email definitely from DHL? Maybe phone them up (with the number on their website) and see what they say.

I get 1 or 2 span DHL e-mails every week at the moment, they’re quite good but check the from address and the URLs. My latest is from @devzat.com.

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Hi, I thought it was a scam at first though the email address does say DHL. Also when I track the card via the Monzo app it has repeatedly said shipment is on hold for the past 5 days. Forgot to mention there were two attachments with the DHL email showing that it was a Monzo card being sent.

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I doubt you’ll get anywhere with support, I would just pay it and then ask Monzo for the money back, if they won’t then log a complaint.

Or just leave it if your back soon at this point anyway.

Thank you. I’ll see if DHL can clear the item without further information from Monzo, but I’ve also informed Monzo that if my card doesn’t arrive then I’ll expect the £30 refunded and see if I can get someone in the UK to receive the card for me. In future I’ll try and avoid having to have a new card sent abroad!

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Final update on this. DHL sent me a blank invoice form which I had to fill out on behalf of Monzo, pretending the card cost 50p. It was then processed through customs. My card arrived today and the envelope had tape round it saying ‘opened and resealed by customs’. Not sure I like DHLs tracking system though as for three days it said my card was in Sofia waiting for me to collect it from there. Anyway, all’s well that ends well.

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