Nah, the onus is on you, to freeze your card at this point. Youâll be negligent (and provable) if any fraud were to happen now.
Itâd be like me saying âmy cardâs been stolenâ, and not freezing it - itâd be my fault after that point.
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If youâd told Monzo itâd been stolen I would have thought the onus is on them.
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I reported mine at 10:35, initial response was at 10:45, passed to a âspecialist teamâ - received reply from someone in the âMonzo Plusâ team at 13:35, was all sorted by 14:20, new card in the post.
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Anything prior to that point, yea. Youâd freeze it, and order a new one.
The fact youâre refusing to freeze it, to protect yourself, is grossly negligent. They might have leniency if someone had no idea about freezing etc.
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Yeah but you hadnât got to the top of the queue by 8
Freeze it. Theyâll tell you to order a new card (because theyâve told everyone else the same thing)
and leave myself with no access to any funds over the weekend?
Unfreeze it when you need to use it, then freeze it again. Youâre just being deliberately difficult at this point, so I shall wish you a good weekend.
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The app says that card lost/stolen still has 24 hour support, so my question was why is this not being treated as urgent if youâre all saying it is urgent?
Itâs not lost or stolen, you have it.
Did you say when you started the chat youâd activated it?
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Canât you just order a replacement yourself, why do you need to support to do this for you?
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As per the FAQ:
If your cardâs lost, damaged or stolen, itâs easy to order a new one 
- Tap the Home icon in the menu bar
- Tap the Account button under your Monzo card (if you canât find this button, swipe down on your list of payments)
- Tap My card is lost or stolen or My card is damaged or broken
Thereâs literally zero reason for you to be contacting support, and you can self serve to solve the problem yourself if youâre that bothered.
You have a few options:
- Go to bed and wait for a reply
- Freeze your card and wait for a reply
- Not freeze your card, run the risk of fraud, not get your money back due to being negligent.
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I personally would freeze the card, unfreeze and draw out any cash to get you by until tuesday/wednesday, refreeze the card then order a replacementâŠ
and also use this as a lesson in why its always wise to have a backup bank account, preferrably one with a highstreet bank that offers a Visa debit card.
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Iâve frozen the card. On the plus side, Iâm certainly finding a use for the Virtual Cards right now!
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Universal Postal Union operates in French. Hence âpar avionâ stickers etc.
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The Twitter team helped me
Iâm pretty sure that itâs the envelope, it tears up very easily. Mine arrived about a third open in the same way (the tab wasnât pulled)
No word from Monzo?
No word yet
Judging on past experience they dont really address things like this on weekends.
This is what Monzo have said to me this morning:
Weâve identified an issue with the supplier where some customers have experienced this issue and we are in talks with the supplier to resolve this.
Theyâre also sending me out a new card obviously, presumably the talks with the supplier will be taking place before they send out more cards with the issue 
Obviously itâs the wrong size for the new card holder, but I thought the previous blue envelopes were much nicer, itâs like theyâve been flipped around. Nice envelope with white A4 inside to plain envelope with nice card carrier inside.
I think what is interesting (because Iâm very sad) is that different areasâ sorting offices seem to deal with the issue differently. A few of us have stickers, Iâve seen one on the Monzo Saving Squad Facebook group thatâs got theirs in a bag whilst others are just happy to post them through your letterbox fully open!
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