So I’ve had Monzo premium since it launched and recently my metal card is splitting.
I reached out on Twitter to Monzo and they said order a replacement and it’s trying to charge me £50
Should I be being charged this when the card is clearly faulty?
They make these cards valid for 5 years… it shouldn’t be peeling apart already
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Downgrade and upgrade. Then it will be free but recontract you Or tell them it’s been stolen.
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I agree that this shouldn’t be charged for if it’s normal usage and relatively new.
How long have you had the card?
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Tricky as that is a long-ish time. Personally I think Monzo should be replacing these where the customer has reasonably done all they can to treat it well.
After all they are paying in part for the metal card.
I can’t condone telling lies but… well, should the card stop working…
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Nothing. In the same way there’s nothing to test nor limit any bank being told “my card doesn’t work anymore” for a new one.
If they absolutely wanted to then require the card to be posted back to Monzo on the condition that should it not be considered reasonable they will be charged £50 for the replacement. I’m not advocating this as it’s just a faff but they could do.
Just use common sense. A metal card. £15 a month for 2.5 years from the customer. Customer loyalty. Customer retention. A nice thing to do.
Monzo throw £20-50 constantly for the most minor of complaints. This has higher value to retain a premium paying customer.
There’s no advantage to the customer in requesting a new card unless they need one. If there’s an influx of customers all reaching half the “shelf life” of the card and needing replacements well then Monzo need to look into that. Whether we agree or not, the metal card forms part of the premium service. If they aren’t lasting the 5 years they are valid for then Monzo should be reducing the validity, increasing the quality, or allowing more than one card through that time.
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If it can’t last 5 years, don’t set a 5 year expiry.
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I’ve had it since October 2020, I rarely use my card as it’s much easier to just use Apple Pay rather than get my wallet out and the card. Rarely take out cash so i don’t get why the glue is coming apart
I’ll try raise it with a customer service advisor as out of principle I’ll just close the account completely if they expect £50 for a replacement
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Solution seems to be staring us right in the face, then. Stick the peeling card in an ATM and let it get swallowed, await free replacement. Albeit this does come with a card-less period.
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If it’s a lamination issue then chat should be able to replace this for free AFAIK.
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It’s great if this is the case, though the T&C’s might need to be changed to show this.
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Actually I think in terms of consumer rights it’s not so much the length of time but the fact it’s still working.
It might not be as nice to look at but that’s a subjective quality, not really essential to its function. I don’t think a CRA case based on that would go anywhere.
Monzo should still just replace it though.
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I wouldn’t say its been nicked or you’re guaranteed to get into further trouble.
Like what?
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If the card is splitting apart then this is obviously a fault. Ignore the others suckling on Monzo’s teat and contact in-app support and get them to replace the card free of charge.
It’s splitting apart inside of it’s validity dates so obviously needs to be replaced.
Looking at the terms and conditions though, it getting stuck in an ATM might be a good result for all 
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Falsely claiming your cards stolen to get your card replaced for free, Monzo could close your account for false information.
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Monzo can close your account for anything
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Within reason yes, if you are in breach of the law of the Terms of Conditions.
What is the law of the terms and conditions