Monzo has sent me a new card, with the announcement that, ‘We think your card could be exposed to fraud, so we’re sending you a new one to be safe…’ and closing, ‘… we can’t explain why…’
Given that the new card has a different 16-digit number I’m now faced with the inconvenience of changing the card details at every online dealership where I buy regularly, I think I’m entitled to a fuller explanation than the fob-off I’m offered so far. I’m not naive, and realise that much may be going on in the security department, but I deserve better.
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Would you have preferred to have your money taken?
You are not going to get better, Monzo for many many reasons will not give you more details.
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Not really. Read the first sentence in that link and the difference is obvious.
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We can’t explain more, generally means something like, we predict your card may have been skimmed at your recent Tesco cash withdrawal.
The impact to Tesco off that statement could cause uproar, so it remains generic.
The above is an example, but along those lines, it causes less aggro, while agreeable some confusion.
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No of course not - merely a one-sentence offering some clarity.
No bank tells you this to be fair. Mainly to stop you or someone flying off into a store to have a go at staff (I am not saying you would do this) and to prevent exposing fraud mechanisms that other customers could replicate.
Irritating perhaps but far less than having a tonne of transactions you didn’t want.
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So I get notifications when they complain about the police arresting a burglar before their house is robbed.
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Yes but am having trouble linking it to this thread
This is not because we’re being difficult, but because we aren’t allowed to.
There are several different ways that we might be notified of a batch of compromised cards. Most commonly by MasterCard and we’re not allowed to disclose why they’re compromised.
In some cases we don’t even know why they’ve been compromised ourselves, we simply know the PANs of the potentially compromised cards.
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@Dan5 If that’s the case then could you not just say
“We can’t explain why, this is because most of the time we don’t actually know ourselves. We work with our partners like Mastercard who help us keep your card details safe.
If you have any questions reach out in the chat?”
That’s how you be transparent. Without making it out like your hiding a world class trade secret.
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But we haven’t seen what they’ve said this time? It could be exactly the same as above.
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There are definitely places where we can raise our game in our in app comms.
I’ll definitely suggest this 
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Appreciate that @Dan5. A bit of feedback is all this needs to become a better customer experience. 
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Put it simply, legal reasons.
Its classed as tipping off the customer if mentioning anything.
I see this as a good look out from the bank, so I would not complain.
Plus this is best so you can be rest assured your money is safe.
Legally Monzo cannot tell you why a new card is sent as its then classed as tipping off.
I think your getting mixed up with Anti-money Laundering and tipping off. We’re talking about external data breaches and card details being cancelled by Monzo and new cards being sent out without being told anything about where the leak has come from.
Like the ticketmaster issue Monzo told customers it was the ticketmaster breach. I for one would like to know where my card details were leaked so I can protect myself if other data has been leaked alongside it like my address and email etc.
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Ah right sorry for the mix up
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It’s nothing to apologise for. It’s a long thread. But your absolutely right in the case of the customer using the account dishonestly and Monzo block the full account ( and the card of course) then they can’t tell you why.
If it is not due to AML they are now required to give you 90 days and a explanation why they are closing your account.m
Edit: the last bit about 90 days and explanation is recent and isn’t a regulatory requirement just yet I don’t think.
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Tbf I thought of things were under investigation and even if it wasn’t your fault no details could be given.
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