“monese blocked my account 22 days ago and have given absolutely no explanation or response to dozens of emails. They just sent me an email the day of the block asking why do I use their bank, I responded and they haven't said anything for 22 days. I have 3000£ in the account as well.”
“They block your account without giving any explanation and you cannot have access to your money, they did it to me yesterday and you cannot contact them and they will not contact you, literally stealing your money! The worst experience I am going through as I have my husband in the hospital and they are not giving me access to my money! Stay away!”
“After the Brexit my Monese accout (in €) has been transfered from UK to Belgium.
Monese sent me this info: "Your account has either been blocked or closed".
How can I get my money back?”
“Sells the monese card on the darknet monese has to pay for the damage ourselves. Monese has closed the account and has to pay for the damage himself, we are happy and hope it will do more.we sold the monese card to hackers for $ 3,000. Monese has closed the account and has to pay for the damage himself, we are happy and hope it will do more.”
“I put star just because there is no option for lower grade.
Tried to open an account and as i currently hold other digital bank one that took less than a day to set up, thought it will be qucik as well. Uploaded documents before Christmas and still haven't heard form them, neither rejection nor acceptation. Sent multiple emails and tried to call on various occasions, but there is no way to get though. Phone line keeps you on hold for an hour before cutting off and you have to choose option for either data change or card block cause they don't deal with other situations over the phone, apparently. Even option for call back from their site does not work as it automatically hungs up on you before you have chance to at least hear any communication.
It really looks like they only steal data to sell it on black market and if there is such a problem to just open an account i can imagine all of those account and fund blocksthat i saw in all those reviews are a standard rule within this so-called bank. They left me no choice but to report them to FCA and outbustment.”
“Hello,
It just happened to me, I had a person EUR account from 2013 with Monese and then opened a Business GBP account in 2018. I never had any problem with them and on the 17th of december 2020, I received funds from my business partner from Africa and received a message that I have to verify my identity with an ID begins with AN. I dont have and never had an ID starting with AN.
Then I tried to log on the Mobile App, there's a message that your account has been locked and you will receive an email telling you what to do next. I never received such email and send mails to their support them with all my IDs and up to now, I never received any response from their customer support team and tried to call them, they dont answer their calls.
I have funds for my business, wage, invoices and bills have to be paid. My partners and service providers are on my neck, I really don't know what to do, I think I have to commit suicide.”
“Been with them for about 3 years .a few problems before (locked account ect ) but was resolved over pretty easy working hours .but on Saturday my account just stopped working couldnt transfer,withdrwal nothing .closed all weekend .sent chat on saturday nothing .email ect .called them 8am this morning saying now they dont deal with anything over the phone now ? Only email .but have spoken to them before and have helped very odd .then got a email saying my account is locked .no reason been using my account as normal .made a complaint with fca who gave me directors email and telephone number .number doesnt work .and a auto message back saying out off the office till further notice .I've had money in there direct debits coming out this morning. All got rejected .have to pay late payment fees on them .no reason for why .but when I checked last night there where 4 reviews all with 3 hours off each other saying the same thing .now there gone .as per the comments before .do not use them what so ever THIEFS .all you will get is a auto response saying will look into your account asap that's all .shocking I have no food as this is my only account and my family are not in the uk at the moment .updating the fca tommrow .also contacted prepay technologies and solutions and no response from them .there breaking there own t&c as forwarded what they have done and fca there terms and conditions. If I wouldn't off called I would off not even got a email from them .THEY NEED TO BE BANNED”
“I am Swedish citizen, born in Sweden, and I have used Monese for almost a year. I have only deposited 1200 euro and mainly used my account for smaller expenses I have in Europe. Account havent been used to anything else.
After a 3 month vacation in South Africa I got stuck here due to the coronavirus lockdown. South Africa have now opened its borders, but due to the corona situation I am laying low.
A client of mine wanted to assist me with extra funds (privately) and made a transaction to my Monese account - unfortunately using the wrong name.
I contacted Monese's support, which probably is the worst in the fintech industry, for assistance. Instead they informed me they will lock my account since they do not offer their services in South Africa.
1. I am a Swedish citizen, living in Sweden.
2. I do not use my account for anything South Africa related since i been stuck here - only European related payments.
3. The. person who tried to send me money is based in Europe.
I have tried to explain this to Monese support (which most often is a chatbot called Mo or a young man named Selman sending standard replies without acknowledging what I am telling him - nor does he answer my questions).
I recommend you to stay away from them if you are traveling alot. And until they manage to sort out their customer support.
Clearly they have now confirmed that they can lock your account if you are traveling outside the EEA.
"Please kindly take all your funds before the deadline and your account can be reopened once you returned to EEA."
ps. I pay 15 euro to Monese a month for nothing.”
“This Bank is total rubbish they do not provide any support, what ever you do do nit bother opening an account. they do not answer e-mails they do nkt answer the phone. I sent 11 e-mail to the support team last week not one reply. Lots of good fintech banks now, all are better then Monese. If I could I would have given them -10 are a review, total rubbish.”
“This is how bad it has got.
Good Evening
Please be advised that this email, all attachments and content has been copied and sent by physical recorded delivery to the FCA and The Financial Ombudsman. It will also be used a an evidence disclosure in a claim for compensation should Monese Finance Limited not make reasonable amends in respect of compensation for the failures detailed below.
Time Line of Events
24th June
Following various compliance requests i submitted further details of transactions, details of source funds, customers, products - Monese claim not to have received - however based on their continued failures to respond i now question this.
25th June
The above information was resent as requested.
2nd July - locked out of the account
12th July I requested the account be closed as not able to operate - NO RESPONSE
13th July - Re sent request to close account - NO RESPONSE
15th July - Chased Account Closure - NO RESPONSE
17th July - Chased Account Closure - NO RESPONSE
20th July - 07:12 Monese email to say they have decided to close my account - request acc details for transfer
07:48 Details supplied and noted that I had already requested account closure 12th July
08:51 Monese confirm receiving account details - Payment 7-10 Days
31st July Email sent to chase up payment and provide proof transfer was made (as has seen many social media posts that Monese not returning funds) and request od daily goodwill payment of £100 if copy of transfer can not be provided - NO RESPONSE
31st July - Sent end of day Chase Up on earlier Email - NO RESPONSE
4th August Sent Chase up - NO response
5th August - Call timed out 3 times
6th August - Call timed our 2 times 3rd time answered - someone from compliance will call
7th August - 07:17 Informed payment had bounced back - New detailed requested
13:50 Alternative Account Detailed Provided
14:13 Monese confirm new details received and 7-10 days for payment.
7th August Re requested copy of transfer to prove that it was made and bounce back had happened - NO RESPONSE
12th August - Follow up as no response to previous Email request for copy of bounced transfer - NO RESPONSE
17th August - Follow up email - NO RESPONSE
18th August - Follow Up Email - NO RESPONSE
19th August - Follow Up Email - NO RESPONSE
20th August - Follow Up Email - NO RESPONSE
21st August - Follow Up Email - copied to FCA and Ombudsman (FCA and Ombudsman Confirm receipt) Monese - NO RESPONSE
22nd Augiust FCA confirm details back
25th August Follow Up Email - NO RESPONSE
26th August - Monesse email saying that due to a recalled payment that the account was now going to be closed etc etc and payment would be made within 28days!
26th August - I responded highlighting that the charge back was because I could not refund the customer as the funds had been held, I was unable to fulfil the order and as the original funds had been held I could not buy stock and also not be sure who had paid.
I believe that the above is a true and accurate chronology of events and clearly demonstrates that Monese's actions have been unreasonable. They have not responded to any of the reasonable requests made to answer why they have not provided a copy of the transfer that bounced, and then have not made the transfer to the alternate account. They have at no stage called me to try and resolve the matter either.
Monese I demand my money is paid less the charge back within 48hrs - the charge back should also not be registered against my name or company as it is a direct result of your negligence.
I attach copy of a proof of account in my name from Pre Pay Solutions to confirm that the bank details provided 7th August are correct.
Furthermore I demand £100 per day compensation from either the expiry of the first 10 day period 31st July if you can provide proof that you made the transfer. If you can not then from 10 days after I requested the account to be closed being the 22nd July 2020.
I reserve all rights to claim statutory interest on the principle sum from the date of the account closure request 12th June 2020.
I await your urgent response”
“Hello,
Please don't trust this company.
They closed my account in April, without explanation.
After this I received one refund of flight in my account, and I requested just to access to my account for get the refund and never answer me.
Its a scam company.”
“Absolutely horrid customer service…
Absolutely horrid customer service don't help an constantly closing complaints saying resolved when asnt been, will not answer my questions just ignore them with sorry no explanation , been 4 weeks and still trying get answers just brushed off constantly, when call they tell you wait for email reply which either don't get or if do week later with resolved sorry , NOT RESOLVED ,TREATED DISGUSTINGLY ,IGNORED ,MIGHT AS WELL JUST PUSH ME UNDER A BUS WASTE OF TIME AVOID AVOID AVOID ,close your account without warning without actually good reason took them 3 weeks actually tell me closed account closed my parnters as well for no reason at all and when I tried speak prove with screen shots they no reason close my account or partners they just say sorry or try tell me my complaint is resolved , far from it , I wouldn't be surprised if just a robot no actual humans how poor the customer service is , can not answer any my actual questions, made my life so HARD work and actually lost money now 😡😡😡😡😡”
“Absolutely horrid customer service…
Absolutely horrid customer service don't help an constantly closing complaints saying resolved when asnt been, will not answer my questions just ignore them with sorry no explanation , been 4 weeks and still trying get answers just brushed off constantly, when call they tell you wait for email reply which either don't get or if do week later with resolved sorry , NOT RESOLVED ,TREATED DISGUSTINGLY ,IGNORED ,MIGHT AS WELL JUST PUSH ME UNDER A BUS WASTE OF TIME AVOID AVOID AVOID ,close your account without warning without actually good reason took them 3 weeks actually tell me closed account closed my parnters as well for no reason at all and when I tried speak prove with screen shots they no reason close my account or partners they just say sorry or try tell me my complaint is resolved , far from it , I wouldn't be surprised if just a robot no actual humans how poor the customer service is , can not answer any my actual questions, made my life so HARD work and actually lost money now 😡😡😡😡😡”
“Excellent service so far. I have both gbp and euro account. Use code BELAG214 to receive €20 pounds (around £17). I was able to receive euro on my account not like on my Starling account (not SEPA). The exchange rate good as TransferWise.”
“Excellent service so far. I have both gbp and euro account. Use code BELAG214 to receive €20 pounds (around £17). I was able to receive euro on my account not like on my Starling account (not SEPA). The exchange rate good as TransferWise.”
