It’s been a while since I’ve posted, sorry for the silence! I’ve met some of you in person and chatted with many more of you here about the beginning of business accounts, seeing your credit score in Monzo and Monzo Loans. I’m now working on some projects which directly affect the Monzo current account.
We’ve been working on something for the last six months which I really want to share with you now.
We’ve been working through a pretty difficult problem – a small number of people make up a huge proportion of our costs for taking out cash in the European Economic Area (the EEA, which includes the UK) and getting replacement Monzo cards. To be a sustainable business and ultimately to continue to grow Monzo and support you, we have to manage those costs.
We went through lots of different iterations (which I can’t share in detail I’m afraid folks!), and we’ve finally landed on a solution we think is fair, and which will affect the least amount of people (especially those who rely on Monzo the most), whilst still solving the problem. We really hope you think it’s a reasonable and transparent way of covering these costs too.
Here’s the detail. Me and the team will be around on the forum all day to answer any questions you might have about this!
Getting a Department for Work and Pensions or Department for Communities’ payment (like Universal Credit or a state pension) into a Monzo account every 35 days
What about HMRC for those of us still on tax credits that haven’t been moved to universal credit yet?
Great question! We don’t pick these up automatically but we’re definitely aware of these payments – so if you get in touch with customer support in the app, they’ll be able to give you a hand
Hopefully the serial abusers who keep reporting their cards as ‘stolen’ will find their account getting shut down for not looking after the security of their account.
Charging for domestic cash withdrawals and for replacement cards makes it feel like a prepaid card. But fair for those treat their account as such. Let’s see what other fees will start getting phased in
From reading the linked article, 99% of people request one or no replacement cards a year but now everyone will be billed for a replacement card.
Would a fairer option be to have your first card replaced for free and then pay for any additional cards after that?
On a different note, I’ve been waiting to talk to someone on the online chat for nearly an hour and a half, guess this announcement is why
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Anarchist
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Here’s a criticism. There’s a typo.
Similarly, if you need a new card because it’s been stolen, frauded or if it’s expired, we’ll always replace that for free in the UK.
Frauded isn’t a word. Defrauded is.
As someone on another thread mentioned, Monzo appear to be suffering because they launched as a prepaid card, and a lot of customers (including me) have always used Monzo in that way. It seems to me that these fees vindicate that sentiment somewhat.
That’s not a bad thing, by the way, but it does make Monzo look less like a bank in my eyes.