MONAVATE LTD trading as HyperJar Limited · DRN-6193711

The complaint Ms L complains that she’s been unable to use her prepaid debit card with MONAVATE LTD trading as HyperJar Limited. What happened Ms L tried to use her card to buy groceries from a particular supermarket, but it was declined on several occasions. She had enough money on the card. She raised this with HyperJar and was advised to transfer the funds from her “jar” to her main wallet and then use the funds from that wallet. Ms L insists that she did this and still had her card declined. She also has a £1.50 cashback voucher which she’s unable to use. Ms L asked for her funds to be sent to her bank account but HyperJar said it couldn’t do this because of IT issues. It acknowledged that she had been given unclear information and paid her £15 compensation. But it said the matter was resolved because of the advice it gave her about the use of the wallet. Ms L referred her complaint to the Financial Ombudsman Service. Our Investigator said that HyperJar should pay a further £85 compensation, and provide assistance in setting up the account correctly so Ms L can use it as she wishes. We’ve had no response from HyperJar so the matter has been passed to me for an Ombudsman’s consideration. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. It does appear to me that Ms L has been given very poor service by HyperJar concerning her repeated problems in using her card. On the evidence she has provided us, I can't see that she's been able to use her card since February 2025. HyperJar has told Ms L that she can use the card by transferring her money into the main wallet. Ms L says she has done that and is still having her card declined. Ms L has also asked for the money in her account to be returned and she tells us that HyperJar has told her that it can't do this because of IT problems. Unfortunately HyperJar has not been very cooperative with this service. So I'm unable to say whether the problem is with Ms L’s card or its computer system. For the poor customer service it should pay the further £85 compensation proposed by our Investigator. I understand that Ms L still wants to use her card. I can require HyperJar to contact her and assist her in resetting her card so that she can use it. However I have to bear in mind that any decision I make has to be enforceable so if there's an issue with its IT system it's not possible to predict how long it might take to sort out.

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I don't accept however that HyperJar can't refund the money in Ms L’s account with it. Especially as it's able to credit monies to the account, as it did with the compensation. So if after it contacts Ms J as above, and/or she’s still unable to use her card, I think it should refund all the money on the account including the £1.50 cash back. Putting things right HyperJar should: Pay a further £85 compensation. Within 28 days, contact Ms L to assist her in setting up her account so she can use the card (bearing in mind that the advice given her so far doesn't appear to have worked). If that is unsuccessful, and/or if Ms L requests it, refund all the money on her account, including the cashback, to an account of her choosing. My final decision I uphold the complaint and require MONAVATE LTD trading as HyperJar Limited to provide the remedy set out under “Putting things right” above. Under the rules of the Financial Ombudsman Service, I’m required to ask Ms L to accept or reject my decision before 3 April 2026. Ray Lawley Ombudsman

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