Not upheld: technical service failure / card not working with third-party provider complaint against Modulr FS Limited (trading as HyperJar Limited)

Decision detail

Summary

Mr M complained that his child's HyperJar prepaid debit card was not working with mobile payment provider G. HyperJar investigated and confirmed the card was functioning with no restrictions preventing use with G's services. Both HyperJar and G denied responsibility for the issue. The ombudsman found that HyperJar had investigated appropriately, obtained confirmations from its engineering team and card issuer that no restrictions existed, and that the matter was outside HyperJar's control. The complaint was not upheld as HyperJar had made no mistake and could not be held responsible for issues beyond its control.

The Ombudsman's reasoning

The ombudsman found it would only be fair to require HyperJar to remedy the issue if HyperJar had made a mistake causing the card not to work with G's services. Having reviewed the evidence, the ombudsman was satisfied that HyperJar had investigated appropriately, obtained confirmations from its engineering team and card issuer that no restrictions existed, and that the matter was outside HyperJar's control. The ombudsman also noted it is not their role to act as a regulator or to compel firms to fix issues beyond their responsibility.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website