Monzo

I had an issue with fraud and the first two times my account was used for something I didn’t do they called me and cancelled it fine. After that, they refused to believe that the transactions were fraudulent and refused to help me. There was no number I could call, I couldn’t speak to anyone, I put through a complaint regarding their procedure and they wouldn’t let me dispute anything. I had money stolen from my account and nothing was done about it. I ended up transferring my account to Starling and closing my Monzo account completely to stop the fraudsters using my details as there was nothing else I could do. I’ve since been told this is not a unique case. Absolutely horrific bank, customer service is frankly appalling as their chat changes person every time you try to speak to them, awful experience.

Sole reason for getting Monzo was to open a joint account with my partner. I tried to do so via the app which said i was not eligible for a joint account. I called customer service to be told there is absolutely no reason me or my partner could not have a joint account and to contact the review team to resolve this issue. Contacted the review team and had no response what-so-ever. Will definitely not be recommending Monzo to anyone.

I have been using Monzo since December 2018 and they have always been very helpful and responsive. Whether it has been something as simple as a card replacement to something as difficult as dealing with online transactional fraud; Monzo Bank has always been helpful and a joy to bank with. Would highly recomment them over any High Street Bank.

The app is extremely easy to use and so simple to sign up. But customer service is non existent and if you have a problem, you will not be helped, which as a long time customer with a premium account makes me seriously consider going back to traditional banking

Always thought Monzo was a good concept in banking until I had an issue. I basically sent a bank transfer of £40 to somebody who I never knew on Facebook market place for an item. I used my prepaid card and transfered money from my main bank account. I was right to take this precaution as the item never arrived. The person that stole my money also has a monzo account. So I thought if we both banked with the same bank, any issues would be resolved. Wrong! Monzo has said there is no money in the account of the person who stole my money, and they will not refund my money.
Its taken about a month, been pushed from pillar to post too. Won't be using Monzo again for anything other than holidays and transferring to friends. They refused Chargeback cover. So be aware. I'm sure there are other prepaid cards that have better Customer service!

I've recently been a victim of fraud in my account where I've had money stolen from the account. I registered the case immediately when I noticed and the automated message said I would get help within 24 hours. I heard nothing, tried phoning but they direct you back to the App - who aren't responding. Over 72 hours later I finally get a message to say they are investigating, and then 1 hour later they tell me basically it's not fraud and also they are closing my bank account. WHAT??!! I've gone straight to FOS about this as that is just not right at all. Shocking service.

Had my account frozen without warning or notification my account was being frozen to receiving an email saying my account will be closed, not to sure as to why as its only my wages going in and out of my account they have said to me it can take 2-4 weeks for me to get my money into my other current account this has left me in a position of having no money how am I meant to feed my family if I can not access funds?
Avoid this bank at all costs and try and go with a bank with a branch you can go into.

I attempted to buy something from Harrods 5 hours ago on my Monzo business account - Monzo suspected fraud so blocked both my business and personal account (including being able to transfer any money to another account). You can't get through on the telephone number and the chat is completely unresponsive - I've been left in the cold without any money to get home, no indication of or if I will be able to use my accounts (even to transfer money), or any idea when a operator will get back to me - a business that can't use any of it's accounts or speak to an operator is it completely ridiculous . I will definitely be closing both accounts.