First time poster here…having read all the support articles and googled with no luck, I could use a hand figuring out the following:
Single account holder(Android user if relevant) been sent a replacement card which I have not yet activated due to various reasons. Only me having my login details, pin, app and so on. Also, no funds in.
#1 Could this be why the help chat is nowhere to be found in my Monzo app?
On a separate note, having not have had any transaction in the past few months, I wanted to look into 2 transactions that I spotted today, wanting to resume things in my Monzo app.
#2 I have two concerning things in my activity log:
One is an active check by an online platform possibly video game related (do not use, never did), dated today
The other one is also an active check, source being something possibly shopping related, dated 3 weeks back.
Both are USA based/registered and when wanting to get help with, all I can see is that they are “payments” pending.
There is no option to get further help or chat to anyone. Curious what your thoughts are and what would you advise, please.
Have you responded to any sms links you’ve received for delivery of goods lately? Or purchased anything through social media platforms that might have looked legitimate?
Purchased a plan from mobile provider Lyca?
Anyone else in the household that may have used the card on some form of game?
Hey @MmmonzoMona, I’m sorry to hear about your concerns.
As other users have shared, all Monzo customers have access to chat with our team. Searching for ‘Contacting support’ on the help tab in the Monzo app will give you a suitable help article as a result, with a direct link to chat with us. (Other help articles will also include links to chat with us as appropriate).
You can also call us on 0800 802 1281 if you’d prefer.
Best scenario is our team can confirm which card these payments were attempted on (as you mentioned receiving a replacement card; is it possible the original was lost or stolen?), and can then take any needed actions to help protect your account.
No, it’s because Monzo are money grubbing and don’t want to spend money on proper support, so they would rather people not contact them at all.
Instead of playing the “will this help article have a direct link” lottery, tap here on your mobile phone.
I find it disingenuous (even if technically true) for a staff member to come on here and say “all customers have access to support – if they know they secret cheat code to get to it”.
Given @MmmonzoMomo wasn’t able to find this, and other users have come on with the same concern, I’d humbly suggest that hiding the chat link isn’t working. Perhaps you could pass on to folk who make decisions about this sort of thing that outsourcing how to find the most fundamental service that a bank can provide - customer support - to a community forum perhaps isn’t the best approach for what is otherwise a best in class app?
But while it might be “working” for Monzo in the short term, it’s not working for their customer base. And, I contend, damages them in the longer term.
Sample of one, but they’ve lost a Premium sub and full Monzo user because of it.
And, as far as the OP is concerned, it seems to me that Monzo is failing in its obligations to properly support its customer base. But I suppose they would contend otherwise.
