Monzo Are Sending Cards to Old Addresses!

UK Help Bug Reports
1

Issue: Joint Account Card Posted to Address Not Lived At for 4 Years

Details to reproduce: Send a joint account request to another Monzo user, but they ignore it. Then move house and update details with Monzo as required. 4 years later I nudge my partner to setup joint account, they see the existing request and accept it. My card shipping address is automatically selected from information at the time of the initial Joint Account request and does not prompt me to choose or even accept that address.

OS: n/a
Device: n/a
App Version: n/a

Screenshots:

3

Monzo customer services worse than useless:

“You will need to have your first card delivered to the address that you provided at sign up for the Joint Account and activate the card before you are able to use the account or make further changes to deliveries.”

This will end up with the FOS at this rate, Monzo seem to think that using old information and ignoring my instruction that I do not live at the old property is my fault.

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4 Likes
4

Yes! That’s what’s so frustrating. Hers is being sent to correct address. Mine not.

1 Like
5

Yep that’s silly

6

Was the original joint application still pending in the app? If so, that would have needed to be cancelled, and then a new application put through.

Looks as though it may have just continued an older application some time ago, and it issued the card from there.

Monzo should be able to change the address or at least close that joint account for you both to apply again (which may require a 30 day wait).

Not practical, and while inconvenient I doubt the FOS will bother entertaining such, given the likely explanation above.

2 Likes
7

I agree this was due to this being an old application, but that goes against banking rules since applications must be means/affordability tested. So taking someone financial situation from over 4 years ago, then proceeding with an account application with zero involvement from the other party is ridiculous.

8

A joint account via an already verified personal account doesn’t need means tested as there isn’t any credit facilities available on it.

1 Like
9

This is pretty bad. Tbh exactly why it happened or whether it’s against rules is not really relevant, it’s clearly not great practice. Obviously it’s an edge case, but someone should not be able to start an application for a joint bank account and then the other party continues it four years later and it still work - there should surely be an expiry/requirement to restart on something like that? I’d have thought a month would be more reasonable, certainly not years.

I would assume that this case just wasn’t considered when implementing the account creation process, so they didn’t build in a safeguard against this scenario. Hopefully they can at the least close the account for you and let you re-apply, but I would definitely consider this something that should be fixed for the future.

1 Like