Holding my money for no given reason & customer service is ignoring me

[RichardL (Rich)]

@Ordog

In one post you say that you can’t use your card but in another you say that you can. Then you say that your account was closed back in January.

Which one is it?

Card not working = card frozen
Account and card not working = Account closed/frozen

@jbmonzo

a refund was processed to my Monzo from my trading 212

It’s possible that is because of this:

Refund on Replacement Card

If a merchant makes a refund to your old card (which is usually what they prefer to do), it will still make it to your account. Your old card is not 100% cut off, you are just unable to make new transactions on it.

If so, it’s possible the money DID reach Monzo but it’s also possible that Monzo can’t pass the funds on to you because of the below and also possibly due to instructions from the police.

It’s also entirely possible that the funds bounced and were returned to T212

@jbmonzo

That’s correct, I have been frozen out I am unable to access/log in to the online app.

@Revels

Banks are obliged to report any activity they deem suspicious to the National Crime Agency (NCA) which has up to 31 days to investigate. During that time, the funds have to be frozen and the bank commits a criminal offence if it tells the customer why .

This isn’t really a matter to be discussing on a forum and there’s nothing we can do here to help you. Your only options are speaking to T212, Monzo or the Ombudsman.