The worst and MOST USELESS bank I have ever had the displeasure of using. My troubles have been going o for over 2 months. Someone gained access to my account and set up direct debits. I believe 8 payments have left my account without authorisation by me. For last 2 months I have contacted Monzo via the in app chat, telephone conversations and email over 20 times in total. I have spent over 8 hours in these conversations. I have been trying to regain access to my account in order to access my funds and to check in detail what money has left my account without my approval To access my account I have had to verify my identity. So far I have sent over 15 photos and numerous videos. these have been with me and my drivers licence and my passport. I have been contacted by the technical team, 2 managers - 1 rang me at 11.25 at night. Initially my smart phone seemed not to be working with monzo. I have actually tried with 4 separate devices. On the 4th borrowed device the app accepted my photos and video and the member of staff on the phone at the time accepted everything. This took 40 minutes. Anyway after this my app asked me to resubmit my photos and videos. I have had to put up with emails from staff asking me to repeat stuff obviously due to not reading my notes. Monzo must be giving me inaccurate information. This is so so stressful. Today alone I have got emails which clearly show they are not reading what I am saying and over 2.5 hours of my time. Yesterday more time/ It is constant. This is such a rubbish bank when dealing with issues. This company is not equipped to deal with issues. They are saying I cannot do anything without the app. They are telling me to send even more photos and videos of me holding my ID. Monzo CAN I HAVE MY MONEY BACK PLEASE??? THIS IS MY MONEY. THIS IS NOT MONZOS MONEY. Give me back my money. You ahve many many proofs that it is me. My intention is to continue to write bad reviews and to spend as much time that I have wasted on your uselessness on writing reviews allowing people to know. People have written very good reviews about you. I myself gave your company praise in the past. However the real test for your company is not always when things are going smoothly. the test is more how you behave and your abilities when things are going wrong. When things have gone wrong for me (through no fault of my own) you have been a horrible company. You are un able to silve the most simplest of issues. For people who use this bank - yes they can be good, BUT if ever you have a problem similar to me you will see you lose your money and waste hours and hours and even more hours of repeating yourself to them and getting nowhere as well as losing your money. BE VERY CAUTIOUS WHEN USING THIS RUBBISH MONEY HOLDING COMPANY. mONZO PLEASE GIVE ME BACK MY MONEY ...