I have tried flagging the problems that I faced while ordering the replacement card via in-app chat, calls, and emails yet I never got the response from any of it.
Since my current card is near the expiration date, I followed the instructions on the app to order a new card at the beginning of January and paid GBP 30 for this already. The system shows that the new card will be delivered before Jan 23. However, I still have not received it until now. If I want to reorder one, it will cost me another GBP 30, which is really unacceptable as that’s not the customer’s fault for not getting the new card smoothly.
I have tried to flag the above issue through all the channels to the help team and hope it can get resolved ASAP as I will need the new card to be delivered by the end of February, before the expiration date. But as I mentioned above, no response after a long wait.
I have also contacted DHL regarding the status of this shipment. However, they said the Monzo team actually have not sent out the shipment yet. That’s really frustrating that Monzo not really complete the order of replacement card even after charging the customer.
Is anyone experiencing this? And I would be appreciated if any member here would be able to escalate this.