Just wanting do discuss my mild frustration and disappointment when it comes to monzo and how they have dealt with a recent fraud case of mine.

Feb 18th I get a notification of a declined transaction, not super unusual, I keep my money in a pot and then transfer over when I want to spend it, and have direct debits set up from my pots, I just assumed I had forgotten to transfer some money over for a scheduled payment my bad!

So, I open the notification and its from a company called "Gemini We" Not someone I had heard off before, but transactions can be labeled as weird things depending on who processes the transaction. So I do some googling, turns out it's a crypto currency app, not sure if it's for purchasing or spending if i'm honest, I personally don't care about crypto, its not something I choose to invest in.

So, after this googling, I go back to the app and report the transaction as fraud, go through the steps of have I given someone my details, do I still have the card etc, then at the end it tells me I need to speak to someone, unusual I think but oh well, so I click the chat button, and it puts me in the chat where I need to tell them what I want! And I'm thinking, your the ones who wanted me to do this! surely this could have been pre filled right?

So, I select fraud and get through to someone, takes about 10 minutes, not an issue for a bank, and the representative tells me I don't need to do anything, I didn't need to speak to him, I will get a call within 24 hours. (spoiler, still to this day no call)

Fast forward to Monday the 21st, I get another notification of an attempted transaction, same company, .01p difference in amount they are trying to charge. So I again go to the app, and click to report the charge as fraudulent, I select both transactions, both the Friday and the Monday and again go through the have you given your details out etc, then again i'm asked to speak to someone, so I wait again, 10-15 mins, still not bad for a bank, but still have better things to be doing, but as is life.

Get through to the person and then she links me to a pre written script, telling me I need to click a link and fill out a form (all within the monzo app), and it's the same form I have filled out twice now, so I go back and explain this to the representative, who apologises and acknowledges that I have already reported the fraud, twice now and I will hear from a rep within 24 hours via phone (spoilers again, still no call)

This whole time my card has been marked as frozen, I have been too worried to unfreeze It for transactions, so have been using my credit card for everything (not exactly an issue, the direct debit is set up so that will pay even without the replacement card), so today the 25th I contact them again asking if the is an update on the fraud, and if the is any news about a replacement card?

Again a 10-15 minute wait, and i'm sent through to a fraud specialist and have to go through the same stuff again, with them asking me if Im sure its not a transaction I don't recognise but have signed up for, a forgotten subscription etc, and explain that it's not, they say they will look into it further and ask if I need anything else, I ask about a eta on my card, then i'm told she needs to pass me onto a premium support member because I pay for monzo premium, and need to wait for that, 30 ish minutes later someone replies and eventually I get a new card ordered after confirming account details and address with them.

Overall this seems to be a very laborious process, and I'm annoyed that a week later, I had to manually request a card! And I still haven't had the call thats been promised so many times! Just seems like quite a disappointing service, especially when I pay for this account, you would think that would include premium support or something lol! At the very least you think it would include them sending me a new card when fraud was reported!

Anyone else had a similar experience? Or is it just me?