Totally Unable to use Monese Card money

annc1133

We set up a Monese cash card in Spring 2020 and loaded £100 onto it. This was for use by carers looking after a relative. In the end it was never used, and we are now trying to either withdraw cash, or just use it for purchases.

Unfortunately during the chaos of  lockdown, we managed to lose the pin number. We also mislaid the pass number for the app linked to the card, but have successfully reset this. So we can get through the passnumber giving access to the app, but all we get is a message saying "problems connecting to the server". We have tried on numerous different days and times  but the message remains the same.

During the process of resetting the pass number for the app, we were asked to photograph ID. We did this using what we think was used last year, which was a passport page  and this ID process appeared to work successfully, and we have set a new  pass number, which is accepted, but as I said above, once we're passed this stage, we just get "problems connecting to the server" messages.

We have tried repeatedly ringing the support number, abandoning the queue after about 30 minutes on several occasions. The option to request a ring back has never worked. We’ve tried emailing  but have had little success. We have had patchy responses, one of which stating that the passport ID has now expired. This is true, we used the id that we used last year, which has since expired. I have a new valid passport, however I can’t photograph that using the app, because the only thing we get inside the app is "problems connecting to the server" messages.

I really don’t want to just give up and let Monese eventually have my £100. I would be very grateful if you can offer advice.

washingclip5

I believe you should then hold for an advisor, it is not uncommon to wait 30 minutes plus

annc1133

Monese rang us on 4th Feb; problem is now completely sorted out. Previously we had tried ringing again, and waiting longer, and sometimes you couldn't even wait in a queue, support was unavailable. However, all sorted now. Since posting on this Forum, we had sent a letter to the Managing Director, by signed for post - whether this had anything to do with it,  or was just co-incidence, who knows.