How long can an account be frozen for? (fixed now)!

Hey,

So my account was locked after attempting to add a virtual card to eBay. I was on data so this was partially my fault. I had just created the card, attempted to add it and it failed. Attempting to try again as sometimes this happens with all banks, it completely blocked my account. The card had not been used either.

No laws were broken and no terms and conditions at Monzo or eBay were breached.

Now, shoutout to Lily (part of the customer service) for being very reassuring of my weird situation. She knew how painful this was and how it could affect me financially and in general.

Question though, how long exactly can account remain locked for if it was a genuine banking error?

EDIT: We’re back in business now! Unsure what had occurred but it seemed to have been a background check and something seemed off on the back end, all is good now though!

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What you’re saying doesn’t make sense.

You added a card and it’s locked your whole account?

Did you speak to the vulnerable team as advised in your other threads?

Yep, I’m dead serious.

I created a virtual card as I am a Plus subscriber and when I added that card to eBay, it said it didn’t work. At first I thought it was an error on my part so I check the card and everything looks correct so I reinput the details.

Then, when I open Monzo again my account was disabled.

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No transactions were made when the card was created. I created a new virtual card for online shopping, it declined for some reason and I thought maybe I put the details in wrong.

After checking it, everything was correct. So I reinputted the details only to then find out the account was temporarily disabled.

By law I won’t be able to know why this happened but I am confused as anything. No laws or terms and conditions were broken.

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Given that you’re already in contact with support then you should probably ask them. Nobody here knows.

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Yeah, i know it sounds bizarre. I was shocked myself.

Created a virtual card, attempted to add it to eBay and it said it could not be added, and yea all the details were correct. Unfortunately I don’t have screenshot evidence of this.

I understand if no one here would have much answers, but was just a general query honestly.

I am quite shocked if anything, no laws or terms and conditions at Monzo or eBay were violated.

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Don’t worry if there’s no ETA, just an estimate for a bizarre issue like this.

I haven’t done suspicious activity, and no laws or terms and conditions at Monzo or eBay were breached. I just added a card to eBay and then my entire account is frozen.

No transactions were done.

All I had done was create a virtual card, add it to eBay and it failed. Thinking it was probably incorrect details, I checked if everything matched and it did. I retyped it out and then bam this happened.

This isn’t a joke either.

It’s ok, I just need support right now. Anything will do as I am pretty stressed and anxious right now.

My direct debits, my PIP (a majority of it), my safety net, my change and such is in this account.

You need to speak to Monzo.

You also need to speak to the vulnerable care team, this will help you with future contact.

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Thankfully I do have some funds to spend atleast on my Nationwide account, so I am a little thankful.

Still though, I am stressed and pretty anxious on how on earth this could’ve happened. Legally banks cannot tell you what’s happened during an investigation but I am baffled as a loyal customer who’s never had faults.

I was on chat earlier on and it’s being looked at, fingers crossed its unblocked soon as I personally don’t feel as if I’ve breached any rules or the law in this case.

Thankfully no bills are due right now.

I did also offer to send photo ID and a selfie of myself.

I apologise I am very confused.

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I’ll just have to wait until I hear back unfortunately, that’s the law banks cannot tell you what’s happened during an investigation.

I’ll have to cautiously use my Nationwide account as a backup in the mean time.

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