“Extremely poor customer service. I have been trying to speak or chat with anyone for the past 4 days but no one is responding.
I’ve been getting notifications of payments which I didn’t approve myself. I have been trying to get in contact with anyone who works here but no one has been able to help.”
“Tried to open an account and thanks I did not.
Monzo rejected my bank application without stating any reasons. At a time I could open bank accounts with other banks.
I called customer service to understand, I thought maybe I filled some wrong information, I was told there is no way they can explain. I asked if I can talk to someone from management or transfer to another one from customer services as I wasn’t happy with this person answer. I was refused to be transferred. I asked for reference number for the call or complaint number I was also refused. The only information he gave was his name (Max rivers) . Now I really don’t want to open any account with Monzo .. very bad customer services.”
“I have £1800 of my money held up for no reason other that I have to wait 21 days because policy of Monzo suggests when the Merchant doesn't collect the money after cancellation, this is the process. 😡😡😡😡
Customer service absolutely shocking, rude and dismissive like I couldn't comprehend a 21 working days wait for my money to be released. 😡😡😡😡
How about Monzo recognise we're not about £18 but a significant amount of money that I will need before 21 days!
I was really shocked, is that even legal?
If you're thinking about taking out a Monzo account avoid, they have zero Customer service commitment. At the risk of having your money held up, choose another bank! Take it from my experience 😡😡😡😡😡😡
Closing account soon as I finally gey my money back”
“Good until the point of needing customer assistance then it is the worst I’ve experienced 😵 terrible support & protection if you get a bad merchant, fraud etc, & the platform is hopeless at customer service, they really do seem useless in that sense which is a real shame as it can be an enjoyable app too. I don’t trust for anything more then a travel card now, as it’s not worth the hassle dealing with their poor customer service process if anything goes wrong.”
“HORRIBLE CUSTOMER SERVICE. do not use this bank. If anything goes wrong they do not have a number to call. It's posted as a bank with a number but only has a UK number-no good for US customers. It's been a week and my money is still tied up because they can't do a service ticket. DO NOT USE THIS BANK.”
“I came to buy a car at the local dealer we already as we arranged , I tried to make a big payment of 5000 deposit transfer , Monzo locked my account and I couldn’t make a payment ,because of them I paid my credit cards with more charges added on , I got screenshot that my account wil be closed and only they will transfer my money to my different account within 2 or WEEKS, absolutely disgraceful treating customers like this and making interests on my funds , my advice take all your money from that scambags”
“Most ridiculous bank I have ever came into contact with. My partner has been locked out of his Monzo bank for days now over a mistake of putting the pin In wrong. They have frozen all our money in his account and he’s been sending emails, calling and sending messages on the chat and he’s being completely ignored. We havent had any food in the house because of this and we have asked for it to be escalated but all you get told is someone will call you when they can be arsed basically. Never knew a bank to be this bad and leave you without any knowledge of what the next steps are and when someone is going to contact you. You ask to speak to a manager and get absolutely nowhere. Honestly disgusting.”
“I have used monzo for years now as well as friends and family only ever had 1 or 2 minor issues .
Alot of these reviews about accounts being frozen always feel a bit dodgy to me because they offer little context about why they might be flagged as fraud so i take all that about being frozen etc with a pinch of salt”
“Began as a Monzo Beta user in 2016.
In 2024, ended up as a ex user. Shutting a personal premium account and moving my company away from Monzo Business.
I've used Monzo for years at this point, I've always enjoyed their approach to all in app approach but over the past two years the user experience across the board has completely dropped off a cliff.
The app is rarely updated now.
No new large premium features for years at this point.
Hands down though, worst of all is Customer support. It will cause the death of Monzo.
From a personal and business point of view, every person I come across has nothing good to say about Monzo anymore.
Wait times are awful, communication is awful, lack of people is awful, from a business point of view their support is not viable for any business when something goes wrong.
Avoid them at all cost, go to the 'high street' banks. Granted application will take time but they actually have people who will sort things out for you.”
“Opened the account. Deposited and spent £2 with no problem. Then made the mistake of adding £10000. Now my account is blocked. I can’t spend anything due to suspicious activity. Live chat responds after 4 hours. They answer the phone after at least 45 minutes from Cape Town, South Africa. It has now been 24 hours that I have had no access to my money. No update. No contact from their scam specialist team. They just keep telling me to wait. Monzo are a complete joke. A bunch of cowboys. AVOID AT ALL COSTS. Go to Revolut instead!!”
“I am writing with so much regret right now.i wish i had listened to my partner when he warned me against using Monzo,he said and i quote “They never protect their customers against fraud”I got frauded and I realised like immediately,I called Monzo for urgent help before it was too late and I was assured I was gonna get my money back as it was reported on time,only for the fraud team to chat me this morning that after their investigation they couldn’t help.despite all my urgent call..just few after the incident,I was hoping they would still hold the money for few before disbursing but it was otherwise.first,it was an unrecognised debit,no refund till today and now its a proper fraud incident.i guess Monzo encourages fraud more by doing nothing when it happens to their customers.”
“Opened an account .got my HMRC payment sent there . They freeze account until I prove where the money has come from. After numerous screenshots and chat . They unfreeze.then I try and send my partner a transfer .they freeze it again !! Now it’s under. A SCAM specialist . It’s a pathetic way to run a bank. You can’t speak to anyone it’s all webchat and they have no idea what they are doing. My account was frozen Friday at teatime and it’s still frozen Sunday . All they keep saying is someone will be in touch . Surely as any other bank suspect fraud/scam they would try and resolve asap., but no customer services send you little emojis in their responses . So there you go . If you want to be without money all weekend and get treated like it doesn’t matter . Bank with these. I can’t wait to get my money out of their incapable hands and back to mainstream banks. It’s pathetic . DO NOT USE THIS PLACE TO TRUST YOUR MONEY”
“Monzo have frozen my business account with 7k in it whilst I am in the middle of a jobs I work as a buyer for the set design department on tv commercials and companies send me money to buy props. I’ve always done this ever since I’ve had the account so this isn’t unusual activity for me account. I answered all of their fraud questions but yet they still cannot tell me when my account will be unlocked. I’ve asked to speak to a manager. I’ve launched a complaint. It’s actually stopping me doing my job now because I have no money to do it. It’s not even my money it’s the companies money and I have to go back to them and explain this which makes me look very unprofessional. Their website says that they aim to unlock account within 10 minutes which is a complete lie. I feel completely powerless in this situation, I’m making a complaint to the ombudsman as we speak. My job is time sensitive and they are actually putting my relationship and income at risk with this particular client with the way this is being handled. If you have a business account then clearly you should be a priority because your business runs through it.”
“DO NOT USE MONZO FLEX OR ANY MONZO CREDIT CARD SERVICES
They do not have a legitimate nor functional dispute team to handle any disputes. It is an automated service which automatically sides with the merchant and never for the customer. All the merchant has to do is provide any kind of response saying a delivery has been made and the dispute will close.
Any evidence you provide in your defence is not registered and completely ignored. There is no portal to supply evidence just the general customer service chat which is run by complete delinquents that aren’t really qualified to read the alphabet. Nothing you send will get taken into consideration.
It does not matter if your purchase is world £1000s, Monzo DO NOT CARE.
I am pretty sure this violates multiple regulations for a credit provider.”
“Best decision ever to move away from a traditional high street bank after 40 years... Excellent customer service, pots are a game changer for budgeting.”
“Worst bank ever, if you have compensation are over certain amount of money they close your account. There travel insurance is a lie and they find every excuse not to pay out. This bank customer service is beyond rubbish, I can’t wait to leave Monzo just waiting to transfered everything over.”
