This is the second time this has happened and this time it’s been escalated to a specialist to investigate.
I reported my card stolen, received the replacement but then transactions were still going through on the stolen card.
Now that it’s the second time this has happened I’ve moved my money over to my old bank and I’m considering switching back. It just seems with Monzo (at least in my experience using Monzo), there’s always ‘something’ and I end up being inconvenienced.
I wish I had something positive to say with my experience and the super-friendly, quick chat is a great asset but for me it doesn’t go beyond chatting to someone super-friendly. It just appears their hands are tied most of the time with what they can actually help with and it’s reached a point where I worry sometimes when I go to open the app!