Be extremely careful if you’re thinking about banking with Monzo. I transferred money into a newly created account, only for the app to request identity verification – which it then repeatedly failed to accept. As a result, I’ve been locked out of my own funds for over a week.
I’ve spent days contacting customer support, getting nowhere. I was promised that the issue would be escalated and I’d hear back within 24 hours – that never happened. I explained that I had no access to money for food, fuel, or even essentials for my children, but no one seemed to care.
To make matters worse, when I mentioned to a customer service adviser today that the situation was causing me serious financial hardship, she actually hung up on me. That’s the level of service you can expect.
I asked if I could simply close the account and have the money returned to my previous one. The answer? Yes – but it could take four to six weeks.
The lack of empathy, poor communication, and complete absence of meaningful support has left me at breaking point. This is not how a bank should treat its customers.
Stick to a proper, reputable bank. Monzo may be fine when things go smoothly – but when something goes wrong, you’re entirely on your own.
