Simple Questions Thread (Newbie Friendly 🙂)

[anon75875116]

Is the best we get just shitty non-responses?

I’ve only started reading the community forum recently, are there explainations of any kind to be found in here?

[Rat_au_van (Em)]

They are open and transparent on everything unless there is a legal, regulatory or serious logical case (like fraud detection) not to be.
I think with Apple Pay it’s a can’t rather than won’t situation as it’s obvious there is huge customer interest in what happened and normally they’d let us know.
It’s a situation where you have to read between the lines

[anon75875116]

You’re absolutely right @Rat_au_van.

I have a classic case of focusing on the one bad interaction I’ve had (and a minor one at that) over the many positive ones, but damn does it sting.

[Faboor]

Now that the waiting list has been removed, are there any advantages of getting a Golden Ticket? For either the one using it or the one giving it?

[WillP79]

Apparently they’re going to change them in some way, but I haven’t seen any details yet

[Faboor]

Well, I just went ahead and used one from my friend. I hope that if they divide to attach some reward to it, it will also apply retroactively to him as well. Would be a shame if he missed out on it just because I didn’t want to wait

[tomsr]

I’ve asked this before, but not sure I got an answer.

What can COps see when I ask a question? Is there a basic overview or can they see exactly how much money I have, my salary and other very personal data immediately?

[anon44204028]

I think Beth answered it before. It is compartmentalized and they can only access stuff based on their personal authority levels for the role they are working and the access only to data relevant to your query.

[anon30312255]

Newbie here with a lot of love for Monzo and my first question. I get paid on the last Friday of each month which means I get paid every 28 days or 35 days. Is there any way I can change the end date of my summary to reflect this, please, as I can’t seem to find it? Would be a great feature to add if not. Many thanks

[anon44204028]

Simon also previously explained what COps can see

Continuing the discussion from What do the cops actually see?:

@simonb

We have access to all the information on your account that you’ve mentioned. Without that, we’d simply be unable to do our jobs.

Yes, we have access logs - we don’t balance them against contact logs because not every check of an account happens in response to contact from the customer - there are all sorts of reasons why we might need to look into an account pro-actively, including financial crime reasons, people affected by fraud rings, people who might be identified as being affected by bugs, people who might have reached out via other third party means, ongoing issues that we need to check over time (not just as a one-off) etc.

Regarding privacy screens - COps within the office work in a secure area where visitors are not allowed. We have provided privacy screens for people who regularly work outside of the office. That said, if a random person were to see our screens, they wouldn’t learn much without understanding our interfaces and what each area of our backend support UI represents. It takes quite a bit of training just to teach us what everything looks like and how everything works in relation to everything else, so if you hadn’t gone through that you would quite frankly be quite lost! We have a strong culture of locking our screens whenever we’re away from our machines and if you leave your machine unlocked in the office and someone notices you will be made to purchase donuts for everyone as compensation

I don’t know the technical aspects of MDM but we’re able to remotely wipe a device should it get lost, for example.

Alerting the customer that their account has been viewed is not only a very bad idea, but it’s also illegal under “tipping off” regulations. It is against the law to provide a user who is suspected to be engaging in financial crime with any reason to believe you might know about their activity, in any way shape or form. This obviously still applies even if there are false positives and it ultimately turns out there is no financial crime happening.

Ultimately it comes down to you trusting us as your financial provider, just as you would with any other bank or service. Getting a job at Monzo requires a high level of vetting and trust from the company to us as a member of staff, and part of that trust is to not do things that would in any way damage the company or it’s customers - I imagine this is a similar culture to Facebook or Google, who know much more about all of us than a financial company would!

[bentalbot]

They’re adding flexibility soon! Is on the plans for imminent release/within a few months

[tomsr]

Thanks mate. Totally missed this before.

[anon30312255]

Thank you! Looking forward to it!!

[anon61721926]

Hi we are considering signing my mother in law for this card, to stop her account being scammed. Loading up her card is a great idea. Would having this card restrict her from giving the scammer the long 16 digit card number for card purchases over the phone, apart from limiting funds on the account, to less than £100 of course. Interested to get a view on this

[Rat_au_van (Em)]

It’s a normal bank current account so yes she’d have to give the card number to make a purchase.

Using the pots feature she could only keep x amount in her main account balance and the rest in pots, transferring it in when needed. That way scammers couldn’t access all her money.

Is there a reason (medical etc) that she has particular problems with being scammed?

[anon29322068]

Hi,

I know it’s unlikely that anyone could give me a definite answer but…

I go on holiday to Italy Saturday morning. If I sign up, order and load up a Monzo card this evening, will it arrive in time? What day would it arrive?

A lot of posts regarding delivery talk about the old prepaid card from last year (along with something called golden tickets), thus the answers are out of date. Any up to date answer would be brilliant!

Many thanks

[anon38274058]

Hi @anon29322068 and welcome to the forum.

It’s likely the card will get to you before Saturday so you should be okay

[simonb]

@anon29322068

Hi,

I know it’s unlikely that anyone could give me a definite answer but…

I go on holiday to Italy Saturday morning. If I sign up, order and load up a Monzo card this evening, will it arrive in time? What day would it arrive?

A lot of posts regarding delivery talk about the old prepaid card from last year (along with something called golden tickets), thus the answers are out of date. Any up to date answer would be brilliant!

Many thanks

Hey Rosalind!

Card delivery is usually 2-3 working days from signup, so if you sign up right now, it’s very likely you’ll get the card before Saturday

[nanos]

@anon29322068

order and load up a Monzo card this evening, will it arrive in time? What day would it arrive?

Just to say that as far as I know you don’t need to “load up the card” until it actually arrives. So just order one: If you get it in time (which is very very likely) - great. If you don’t (Royal Mail might be late again, or whatever) - you haven’t lost anything

[anon66201071]

when accessing monzo app on phone no password is required to gain access to the account. should this have a password ?