I am an o2 customer and a full time university student, so when I got a new o2 phone a little while ago, I put the discount on my o2 account through unidays, and went through the whole process of getting a Monzo card, topped up £100, spent some, and have been waiting for the cashback for 2 weeks.
I have been continuously contacting o2 customer support, as well as various agents through the Monzo app’s chat feature, and I have continuously been given the runaround from both parties.
Every time I have contacted o2, I have not been able to find an agent that has even heard of Monzo, let alone one who is aware of their student offer.
I made a complaint to o2 which they responded to, but I still have not had my cashback. I spoke to the agent that dealt with my complaint again today, who has told me o2 do not have access to my Monzo details, that it is Monzo’s offer and Monzo’s responsibility to credit my account.
It states on o2’s terms and conditions https://www.o2.co.uk/termsandconditions/rewards/student-offer-20-off-o2-refresh-airtime-plans-and-accessories-and-a-fast-tracked-monzo-card-with-a-ps30-reward that the offer is being promoted by Telephonica UK Ltd, but again the agent assured me it is Monzo I want to speak to, and not o2. Various agents from o2 told me the same thing.
When I have contacted agents through Monzo chat, they’ve told me they are trying to sort this issue out with o2, but that they are experiencing difficulty because you guessed it - no o2 agents are aware of Monzo.
o2 tell me it is Monzo’s responsibility, and Monzo tell me they are contacting o2 on my behalf. Do you see my problem here?
For the time and effort I have given to try and sort this out, this is beginning to become worth more than £30 to me. Also as my Monzo chat has been picked up by agents everywhere from the UK to Argentina, I am starting to question the security of this chat feature, as I have sent sensitive information through the app as per the request of your support agents.
Can someone please advise me on where I am supposed to turn to next? I have filled my end of the bargain, and I want my payment for it. Do I need to escalate this to Trading Standards? The Financial Ombudsman?
I am reaching the end of my tether! My local council owe me in excess of £600 which they will not give me before Christmas, I have 2 young children, Christmas is right around the corner and money is very tight. I need this £30, I need all the money I can get right now and I am sick and tired of fighting people to try and get money I am owed.
If there is anyone that can advise me further, it would be greatly appreciated. I would also suggest that any financial compensation would greatly help to alleviate the stress this is causing me, and the time I have so far spent and seen as nothing short of a complete waste.
Thanks for your time, and sorry to say I’ve had such a negative first experience with your card. Other than this continual runaround, I have enjoyed using the app on my phone.