Not sure what is so poor about the customer service (we have no timeframes), he had delays on chat, he phones up to complain, they give him £30 to say sorry.
I don’t actually think they should have given the £30 while he is claiming fraud, it sets a precedence. He could block the card in app, he could cancel the card in app, he can order a replacement in app. He complained because hes claiming fraud, no bank is going to refund in the case of someone using an account with full permission (giving someone your pin is giving permission)
Because we don’t know time frames we can’t actually make an assumption that it was a poor service. People when annoyed, like he would have been, would want instant replies.
All Monzo should have said was, if you are claiming theft, you need to report it to the police and cancel your card. They don’t need to get any more involved than that.