If you buy a Nandos card in Tesco, then it probably is. They are not going to give a different merchant code depending on what you purchase and things are all bundled together. But from a website that just sells vouchers, that’s probably to be expected.
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It’s essentially trading cash for cash to turn into monetary value so it’s against the rules. Annoying for some.
Makes sense for the most part but would be handy to use freely, balance/money transfers and similar.
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If you send me your email in a DM I can take a look at why it’s not eligible for you - can you also confirm which transaction it is? Just need the amount and merchant name.
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I got in touch with Monzo support via chat and a specialist investigated and was able to make the transaction eligible for Flex. I don’t know why it was ineligible in the first place though.
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I made an online purchase today and chose to pay in full on the next payment date.
It all worked perfectly. Thank you for this!
Now all that I’d like to see is the ability to choose this as the default option and a physical card and… hello Monzo credit card 
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Maybe a bit of Cashback too 
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Just used pay in full on next payment date without any issues. I could have achieved the same result by choosing to pay in three and then paying in full next month, but this makes it so much easier and really enhances the repayment choices available.
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Darn I didn’t see this in time to be in the test group 
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I must have been in the small group that just got it without asking 
just looked and I’ve got the option to pay in full at next payment date
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.
In the end this was a pretty terrible experience. Transferred to the complaints team, who had no idea why I was transferred to them. Explained everything again, and they kept referring to the T&Cs, which don’t mention this circumstance (which was the whole point of my original message they kept missing!), so in my opinion are irrelevant to this situation.
I then kept getting transferred to new agents, who either weren’t reading the messages or didn’t understand what I was saying.
In the end I gave up. So pretty unsatisfying outcome in the end. They managed to turn a minor query into a right nuisance and didn’t resolve it at all.
In my opinion, the T&Cs for the offer should be clarified if they can’t/won’t, reinstate a wasted offer due to a cancellation/refund. Or they should’ve said as a gesture of goodwill we will reinstate the offer. Then I would have been happy.
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T&C’s aside, it is just a horrible support experience. They just don’t bother reading the messages - and if they don’t understand, they don’t try to. It seems the support system is pretty flawed when it comes to something which they don’t have a script to throw emojis into.
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Just wait until they start replying like this
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I think I’d be tempted to raise a complaint to the ombudsman, if only so that in future they lay out T&C which cover all circumstances. Given its a regulated product, surely they need to make it clear.
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Hey There,
Sorry that you feel as we havent addressed your complaint correctly, if you feel as we have misunderstood your complaint points as a whole you can ask us if we can re-open your complaint and a specialist should be able double check you received the right outcome.
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I appreciate that Tom, but it’s already been through about 6 different agents and specialists, so with the greatest of respect, what is the point?
It’s ridiculous to me, really all Monzo had to do was say, sorry for the oversight we have clarified the T&C and I would’ve been happy.
Instead they have bungled the support so badly it has left me with a much lower impression of them than when I went in to this last week.
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Yeah, it’s really really poor.
Also, I now can’t even see the chat in the app, so can’t even go through the conversation again. Just crap all round.
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You can if you start a new chat. Pick random answers to the questions then when the chat starts ignore it and scroll up. You’ll see it there. If anyone asks how they can help just tell them you were looking at old chats.
(It’s annoying, but it’s important that Monzo understands more about the impact of their choices about accessing chat imo).
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Sorry this has happened 
I’ve reached out via DM, but for anyone else with a similar situation, we’re looking at how we can ‘reset’ promotions when items have been purchased and then returned. We’re hoping we’ll be able to do it in the next couple of days, so if you’re in that situation please reach out.
I’ll speak to our Customer Operations team now to make sure they’re aware of it so we can avoid this happening to anyone else.
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Thanks for reaching out, Tom!
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What a stupid system
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