So, background - I cancelled a virtual card some time ago but I keep getting declined transactions which have nothing to do with me (most are from stores in the US, such as Target, for example). I’ve just ignored them as they decline, due to the card not being valid any more.
However, I noticed Monzo has added the option to mute transactions from deleted cards, so I clicked on it. It told me to make sure to report any fraudulent transactions first, so I thought I should.
First of all, they asked for details of an example transaction. This is how the conversation went…
I wondered what they meant by “reversed into your account”. Then their response explained it…
They’d ignored the details I’d given, picked the last transaction on my account and put on a block. I was now blocked from being able to purchase from Sainsbury’s (my nearest shop). I got them to reverse what they did and directed them to the transaction that I’d mentioned at the beginning.
“This was done on your previous card so no money has been taken”, they said. I KNOW - you’re the one that told me to contact you about this!
At this stage I walked away from the conversation. The agent I was speaking to said nothing more to advance my original question about the transactions, so I decided to just hide the card transactions.
But, frustrating at how this went, I contacted them on social media. They told me to email their customer complaints team, which I did. A few hours later they replied to say it wasn’t a complaints matter but a support issue, so have forwarded it back to the same support team who told me to contact them.
I’ve been a Monzo customer since the early days - beta app and pre-paid card - and the last 24 hours may be the push I need to leave. Unless Monzo now does something to pull this back I’ll be looking for an alternative bank. When a bank doesn’t have branches or telephone support it’s critical that what you do have is up to muster and, right now, I’m not seeing that. Monzo HAS to do better.