AML/KYC reason to shutdown user complaints on this community

[alexs (Alex Sherwood)]

@SC95

Sorry but thought that we are actually talking about Monzo community shutting a user down for making a complaint on this community.

@SC95

And the reason I am talking about it because Monzo sold us this transparency idea. Again to be clear user who complained today did not talk about AML/KYC stuff just made a complaint.

Again -

@HughWells

For those of you who have experienced blocked cards or declined transactions - we do very occasionally block genuine customers accidentally, and for this we are truly very sorry. The quickest way to get this dealt with is to speak to customer support. Bringing it up on the forum actually slows down the process because your query bounces around between a few teams. Our customer support team are there to help you and are the people who can deal with this quickest.

@alexs

A blocked card is the same thing as a blocked transfer in this instance

AML/KYC reason to shutdown user complaints on this community

I’m sorry that you’ve got that impression but if you take a second look, you’ll see that only specific posts are being flagged - & they all share similar characteristics, they’re not just complaints about Monzo. It’s not just Leaders who may be flagging these posts either, by the way. As I’ve mentioned repeatedly, the team will review these posts & then usually unhide them.