Not upheld: account closure, chargeback handling, card blocking, replacement card charges, customer service complaint against Prepay Technologies Ltd (trading as Monese)
Financial Ombudsman decision DRN-6282060 of 2026-04-29T00:00:00+00:00. account closure, chargeback handling, card blocking, replacement card charges, customer service complaint against Prepay Technologies Ltd (trading as Monese). Outcome: Not upheld.
Decision detail
| Reference | DRN-6282060 |
|---|---|
| Decision date | 2026-04-29T00:00:00+00:00 |
| Firm | Prepay Technologies Ltd (trading as Monese) |
| Product | prepaid card account |
| Claim type | account closure, chargeback handling, card blocking, replacement card charges, customer service |
| Outcome | Not upheld |
| Remedy | Mr K must contact Monese directly to arrange return of the outstanding account balance of approximately £11, as Monese does not have the facility to send a cheque. |
Summary
Mr K complained that Monese unfairly closed his account with immediate notice in January 2025, failed to properly handle chargeback disputes he raised in 2021, blocked his cards without reason, charged him for replacement cards, and provided poor customer service. The ombudsman found that Monese acted fairly in closing the account as it has legal obligations to prevent financial crime and the account terms permitted immediate closure without providing a reason. Regarding the chargebacks, the ombudsman concluded Monese reasonably determined they would not succeed because Mr K failed to provide sufficient information despite multiple requests, many transactions had already been refunded by merchants, and by 2024 the disputes were outside the time limits set by card scheme rules. The ombudsman found no evidence of unfair card blocking, unreasonable replacement card charges, or poor customer service, noting that Monese's requests for information were clear and appropriate and that it was reasonable to stop responding to repetitive contact. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that Monese acted fairly in closing the account as financial businesses have legal obligations to protect customers from financial harm and prevent financial crime, and the account terms permitted immediate closure without providing a reason. Regarding chargebacks, the ombudsman concluded Monese reasonably determined they would not succeed as Mr K failed to provide sufficient information despite multiple requests, many transactions had already been refunded, and by 2024 the disputes were outside the time limits set by card scheme rules. The ombudsman found no evidence of unfair card blocking or unreasonable customer service, noting Monese's requests for information were clear and appropriate.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Prepay Technologies Ltd (trading as Monese), all decisions | 3 | 33% |
Source
Read the original decision on the Financial Ombudsman Service website