I deal with Wirecard professionally in the day job - and have seen the serious issues + outages they’ve had over the last year. As a result I don’t completely trust them to look after my money. Thus, the way I tend to use Mondo at the moment is to top up often, and irregularly, generally just before I want to purchase something.
Today my Mondo card started declining all transactions, without any notification of the decline in the app. Just repeated declines at the terminal / PoS.
After chatting with support via the app I was told there was a ‘technical issue with my account’. Before they could resolve the ‘technical issue’, they wanted to know my DOB + PostCode (first time the in-app support have ever asked me this).
A couple of hours later, the problem was resolved. I asked support if they could explain the issue was, and if there was anything I could do to avoid it - however the response I got surprised me:
"I can’t speak on the particulars of the technical issue, but generally we recommend topping up for weekly of month budgets to get the best Mondo experience.
This to me strongly smells like I triggered some kind of fraud/laundering filter, and my particularly use of the app (irregular top-ups as required) was enough to lock my account, until they had further confirmed my identity (hence the DOB + PostCode questions).
I’m surprised they couldn’t just say I’d got locked out though - I presume they’re purposefully trying to keep their fraud policies in the dark… but just a ‘you triggered a suspicious filter’, would have been enough.
Any one else experienced this?
Is this a new ‘feature’?