20 October 2017
Find out more

Monzo boss apologises over "unacceptable" outages

07 August 2017  |  4336 views  |  0 Source: Monzo

I sent the following email to all Monzo cardholders: I’m writing to apologise for the recent card outages you’ve experienced over the last week.

Our card processor has been experiencing technical issues that they haven’t yet been able to solve and so on several occasions card payments have failed, in the same way they did back in March. These incidents have lasted anywhere from a couple of minutes to over an hour (on Tuesday evening).

These issues may continue for at least the next few days, so please ensure you carry a backup card with you from another bank. Unfortunately, we don’t know how long it will take our card processor to fix the issues, but we will always keep our status page up to date.

People across the UK have come to rely on their Monzo cards and if at times you can’t use your card, you lose trust in us. These outages are unacceptable. I want to personally recognise that and apologise on behalf of the whole company.

There is a glimmer of hope, though. Our in-house Mastercard card processor is now live and current account debit cards have been working well for the last couple of months, unaffected by these issues. We believe it will be a more stable base on which to run the bank.

We’re increasing the numbers of current accounts every month, with 20,000 available by September across iOS and Android. Our aim is to make the current account available to everyone at some point in October or November.

Thank you so much for your continued support and patience — I’m sorry for the issues you’ve had to deal with over the past few days. We’re all working as hard as we can to make sure this improves in the future.

Comments: (0)

Comment on this story (membership required)

Related company news

 

Related blogs

Create a blog about this story (membership required)
visit www.fivedegrees.nl visit www.niceactimize.com

Top topics

Most viewed Most shared
Ripple looks to drive bank adoption with $300m XRP rebate programmeRipple looks to drive bank adoption with $...
16086 views comments | 12 tweets | 4 linkedin
satelliteGates Foundation backs Ripple collaboratio...
8343 views comments | 13 tweets | 10 linkedin
HSBC partners Bud for open banking trialHSBC partners Bud for open banking trial
7984 views comments | 21 tweets | 26 linkedin
IBM uses blockchain to improve cross-border payments processingIBM uses blockchain to improve cross-borde...
7318 views comments | 9 tweets | 17 linkedin
Sibos 2017: API or the highwaySibos 2017: API or the highway
6662 views comments | 10 tweets | 21 linkedin

Featured job

Competitive base, commission, benefits
London, UK

Find your next job