Monzo user since 2019. Trying to make a small purchase on a trusted UK retailer whom I have purchase from multiple times over the last year.
Having my card frozen. Great. I unfreeze it. Try again? Same issue. Around and around we go. I’ve done it 10 times now. No non-emergency support after 8pm because lets keep our company overheads and spending as minimal as possible! Not sure how they got the customer satisfaction award.
Have you asked support why your card keeps getting frozen?
Yes, they were quite confused and had no idea what I was talking about then promptly gave up. They couldn’t seem to find any transaction made.
This is where I’d keep pressing for an answer, rather than requesting your card to be defrosted each time.
If you feel like you’re not making any progress with your enquiry, ask for it to be escalated or turned into a formal complaint.
