I don’t think there’s an investigation in this instance because OP was told they have a new card on the way and they can continue using their current card until the new one arrives because they think their card details have been leaked somewhere.
If there’s an investigation I don’t think Monzo would send out a replacement card and let the OP carry on using the account until the investigation has concluded - I might be wrong. I don’t work for 
I won’t know myself either, what I mean by investigation is like compromised card details being dealt with in the appropriate manner.
This would be a good point to start using virtual cards.
You’ll not need to do this next time when it expires or you lose it.
Talking about new cards. My Plus card is expiring in September, and according to documentation Monzo should be sending me a new card 8 weeks before the expiration and I haven’t received anything. I’ve checked the app and the reasons for being able to order a new card do not include the option ‘card expiry’. Is there a way to request a new card to be sent? I am away from the middle of August till September and I just want to get proactive with having a valid card. I don’t want the card to be sent half way across the world either tbh
My card is due in September and I’ve had a notification and an email to confirm my address.
If you are concerned, you can contact Monzo and ask.
As the guy who launched this thread I want to thank all those who’ve joined in - I’ve learned a lot from the experience. And by the way, I am definitely a ‘happy camper’ with Monzo, as is my wife. I recognise the difficulties which fraud prevention can throw up, and merely now think that a slightly more informative closure message would be feasible from Monzo’s point of view and more customer-friendly from ours.
Ultimately one has to assume good faith first.
It costs bank to print and send these cards. Thus they wouldn’t do it if the costs did not outweigh the benefits.
Knowing how much information Monzo shares with customer (future Bacs, future direct debits, push notifications for everything), it should be clear they really couldn’t share why at the time, or even indicate that they cannot share details why at that time if they are able to disclose it in the future.
Obviously, inconvenience of the customer is considered. Because one doesn’t intentially piss customers off.
It strikes me off how emotional response is in the original post “inconvenience to update card details” and “I am entitled to know more”. I don’t believe either of those exclamations to be true - using a password manager that can autofill details is trivial, including copy&paste details from Monzo app, or simply use apple/Google pay at checkouts which is more secure. And they did disclose everything they could as much as they could at the time, including stating so.
The initial messages of this thread come across very brass.
Is there lack of trust in banks, and communications/actions such as these such that statements “we cannot tell you why” are perceived in bad faith? It feels like OP, at the time, believed that Monzo is intentional hiding something or cannot be bothered with details.
“We wish we could tell you more, but we cannot. This is in order to protect you or any other people affected but the very same or similar fraud. Our actions intend to prevent this fraud against not only you, but also other customers off our and other banks.” - would wording like this be better?
Just like fraudsters do not disclose their methods and how they obtained leverage, so does fraud prevention teams do not disclose the exact details of how they detect / prevent / circumvent fraud. I can see how MasterCard for example can keep stolen card details active and approve transactions for them, to catch and figure out who the criminals are. A digital booby trap. But this requires information imbalance as surely some fraudsters have legitimate accounts to snoop on the current security practices of every bank.
I think it’s also worth bearing in mind the change in Monzo since the 2018 Ticketmaster stuff.
Are the time of June 2018, Monzo hadn’t yet hit 1 million users - and now we are somewhere over 7 million.
For one thing, the change in scale may make it not viable for Monzo to send out the same level of depth and detail as back then. Not sure what sorts of analysis they are doing nowadays, but I bet as they are spread over more financial products it’s not as easy any more to do those sorts of deep dives.
I think it’s good Monzo have spotted this before money has been taken from your account. Good on you monzo for taking immediate action. I’d rather that than money being taken and then the hassle of ringing the bank and trying to explain it wasn’t you who withdrew the money.
Mastercard Automatic Updater will take care of that
This, they shouldn’t.
Does monzo still give you the option to choose if it does or doesn’t update to services on activating a new card? I can’t remember.
I got the same message today,
My reaction was somewhat different.
Pleased that monzo has spotted something I had no idea about and is protecting me by replacing the card.
Yes I’d like to know where the breach is but clearly they can’t reveal while an investigation is under way.
Would be nice if they sent a further message at end of investigation but not sure if that happens.
Anyway I’m reassured that my money is safe.
interesting topic. I think it taps into our vulnerabilities when this happens.
firstly well done monzo for stepping in before money was lost but I can also say that years ago when my card with another bank was compromised in some small way I felt like my house had been burgled. I wanted to know the details of when and where it happened, had I done something wrong and so on. Entirely natural I think but also I’m one of those people who would probably take it more personally for longer. so I totally get the wanting to know.
in my case the fraud happened and I had to talk to a big bank’s fraud team who asked me about my transaction history but similarly couldn’t or wouldn’t give me any information. there was no closure, though I did get my money back very quickly
This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.
