“They provide the worst customer service ever encountered and then just escalate to a complaints team who hope you will go away given how long it takes for them to respond. When you do reach someone on their chat in app, all you get back is scripted responses. If you get someone on the phone they tell you they can’t help and mislead you into thinking they’re setting up a call back with someone who can. I had the misfortune of being on a call which was clearly a call centre and heard two of the team in the background verbally abusing a customer after a call and taking great joy in the fact that said customer had been shut down and knew nothing. Businesses like this are great until you actually need customer service and my experience has been utterly appalling. I’d advise anyone considering using them to look elsewhere as there are much better options available.”
“I attempted to open an account for my son in the autumn and then decided during the process to open an account elsewhere. Just after Christmas I tried to open an account in my name. Monzo have been able to separate my email from the original application. In fact it appears that the account is now a mixture of my son’s and my details as now neither of our ID matches the name or dob on the account. I’ve had lots of back and forth with various customer service reps who tell me to re-upload my ID and alternate between calling me my and my son’s name. It has been a maddening experience and perfect example of “computer says no”. I think I’m going to opt for a bank with branches and human beings now!”
“Monzo closed my account without telling me a reason i had my first Monzo card which i reported because i saw some transactions that was not me right then after they blocked it they sent me a second replacement card and for no reason they blocked it on the same day it arrived then they just let me know we are closing ur account then they send me a third replacement card and now i can't activate it because they have closed my fricking account Monzo this is unacceptable and disgusting of ur customer service terrible”
“A truly dreadful ‘organisation’ run totally by Artificial Intelligence. I had thousands of pounds taken from my account by a third party without my authority. Monzo allowed this to happen and despite 100’s of emails they do NOTHING. Do not risk your money with this lousy outfit.”
“Had issues with a basketball broadcasting service that took money from me and as I reported it as fraud and provided proof even of other people online all saying the same thing about it they just ignored me and said they can't help
Skip to today 19/12/2023
Spending my money for whatever (dont have to tell them at all) and the blocked my account, after I told them I'm happy to prove to them who I am and even facetime they kept asking illegally about my spending.. so basically I don't recommend them as they really don't help you when you need them and they waste your time when you are using YOUR money 💁”
“Aweful customer services,the app is so delayed each time you ask a question and they all seem to say the same thing and not know how to deal with basic things.”
“Ordered a product that was faulty was told send it back I’d get a refund but the seller lied took the return and stole my money
Monzo refuse to open a dispute despite mountains of evidence showing it was returned and they would refund when it was returned, staff were extremely rude so contacted the ombudsman and am leaving this scam of a company”
“spend weeks to open account finally manage it start using account upgrade to premier put money to savings account ect
And just mention I have company in UK but not living there I am living in channel island.
So after using it for couple weeks get message from Monzo the freeze bank account to check as standard procedure which is fine I give them all info the ask I book boat tonight for trip to UK put all money for travel to Monzo and guess what the block the account and offering refund of my money in 2-4 weeks .what a joker bank waste of time nothing more 😡😡😡😡”
“DISGUSTING AND DISGRACEFUL, closed my account and left me with zero money, I rang and ‘failed security’ because I couldn’t name a pot I created 4 years ago?! The South African lady helping me was so rude, she hung up. I am taking you to court. Absolute scum”
“Awful waste of time. Denied me an account for reasons 'they can't go into' although my credit score is excellent and I earn a great salary. I guess I'll take my business elsewhere.”
“Monzo shut my account down and have put something against my name for getting sent money from a friend. I have sent letter after letter to try and get this sorted. 3 years on and still hasn't been resolved. Absolute shambles of a bank.”
“Awful bank! Shut me down due to not being able to back up three transactions under £50 to friends and family! Also stopped me from getting an account anywhere else! Scumbags as they hold your money too! Avoid!!!”
“Monzo Bank is the worst bank I have ever dealt with.
Monzo bank allowed 3 unauthorised transactions to be taken from my account (more than 355 euros). I reported the problem over 2 weeks ago and I have explained that I am in financial difficulty and there is serious customer detriment as a result of their action.
I contact them most days repeating this and asking that they refund my money - however all I get is "I am so sorry for the delay" and "thanks for your patience". The Monzo team hide behind email and text "chat" and have no interest or ability to call you to talk to you to resolve the problem.
Their processes are such that they ask actively encourage customers to send in personal data and documents by insecure email.
Do not use this bank under any circumstances!!! People can take money from your account and you cannot stop it, and once it happens it may take weeks or months or even longer to get your money back.
If you want to keep your money and you account safe, I strongly recommend that you choose a different bank!”
“Monzo blocked my card while I was travelling. Didn‘t give me a reason, and support team was not able to help. It’s now day 3 of not having access to money while in a foreign country”
“Terrible customer services, in the space of 6 weeks since I Opened a bank account with them, my account has been frozen twice, last time started 9 days ago and is still blocked, would not recommend to my worst enemy! Of course no explanations given as to why my account is frozen, maybe they are freely profiting from my deposit”
“They blocked our account without any reason on Friday evening and go for the weekend. Now it is Sunday evening and still no access. Don’t use them at least not for your main account!”
“Monzo is the most horrible bank that I have ever experienced. I was asked to provide the evidence to the Help team but no reply at all. Even after raising a formal complaint, the Complaint team keeps passing me on to new team members and keeps missing the deadlines promised by themselves. It’s absolutely fine if you have no problem otherwise it’s nightmare to deal with Monzo. I wonder if they deliberately trying to delay the whole process by holding the customers’ money for their profit making purpose?”
“I had spoken to a staff whose not alert and asked repeated questions wherein it’s in my message already that I sent to her in the chat. It’s been 34th days and still staff are still asking the same questions. Staff are not trained to deal with the frauds and scams. They are just normal people who doesn’t have knowledge at all the step by step on how to investigate fraud. It’s so irritating and it’s like you’re having a dumb conversation in the chat.”
