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MONZO BANK LIMITED

Financial Ombudsman decision DRN-5617494 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Unauthorised transaction, Funds blocked or frozen, Card dispute or chargeback, Identity checks and access, Support for vulnerable customers, Data and privacy

In the Ombudsman’s words

Mr S raised concerns about transactions he didn’t recognise in May and June 2024, after losing his debit card.Unauthorised transaction

Monzo explained they blocked the card in error, because Mr S had previously said he lost his card.Funds blocked or frozen

I can see Mr S contacted Monzo about possible chargebacks.Card dispute or chargeback

Monzo explained that they needed him to complete their identity verification requirements and then they could respond to his DSAR.Identity checks and access

Mr S has shared information, including a doctor’s certificate, providing details of his ill health.Support for vulnerable customers

Mr S was concerned that Monzo was adjusting or deleting chat history records, so he made a Data subject access request (DSAR) in September 2024.Data and privacy

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5617494.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.