“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 😡😡😡😡😡”
“My account was blocked over 6 weeks ago and i have provided everything asked for. I have close to £10,000 in my account and I am stuck in another country with no access to my funds. I have written countless emails and called countless times. Their customer service puts you on hold for 20mins and cuts out. They don't ever pick up the phone. This company is a fraudulent company without a doubt and the UK government has to do something about this. They will ruin a lot of people. I just need my money out of this company immediately. My complaint mirrors a lot of complaints i have read on this platform.”
“They closed my account with no reason or explanation. When i wanted an explanation they send me this message: "Please refrain from contacting our Customer Support team as they do not have access to the necessary information."
So i should just forget about them. It is all good.
What a bunch of thieves.
This is illegal in most of the world. They will find out the hard way... Avoid this "company" at all costs.”
“My account was closed and I provided new bank details. Told money will take up to 28 working days to arrive to new account. It's been 2 months with no money and I have already lost my home and have debts from money burrowed. How can a bank make a customer homeless and not care about their well being. My emails have been blocked so they don't receive them. I call and get no answer but that it is the way. I request to speak to the manager and get placed on hold for up to 10 minutes and then phone put down. What is this? The worst service I have ever received. Disgusting. Transfer my money and I will wash my hands off Monese. Will never recommend and will put the word out not to use.”
“Normally excellent service BUT all good things comes to an end.
I chose to use Monese due to the flexibility they offer, but lately that has apparently become a joke to them, i guess that's the bad thing when they become bigger and bigger.
I currently have an incoming transfer from a Danish bank to Monese, but due to the sender, by mistake was sending this transaction in GBP instead of EURO, Monese support is telling me that the transfer is returned to the sender, and this will take 5-10 work days.
First thing first no transfer within EUROPE or for that matter the world should take that long.
I know this has happened once before, back then Monese was able to take action and get the money to the account, BUT apparently previous good service level from Monese has gone down, now a days they don't care and say they return the funds to the sender.
Besides that in general restrictions on the cards from monese is what you can call a joke, you cant use them in gas atm or similar, they also deny use on a long list of different money services.
Monese apparently also limits where you are allowed to transfer funds, you can only do transfers within europe for some reason, not internationally.
Chat support had a general answer time of below 30 mins before, now it has gone up to 1 hour+
And if they need additional information, they keep your chat open for hours and hours with no reply.
So in short i can't advise anyone to make a monese account, since by now the service level is bad, i can only imagine it becomes even worse from now on.”
