I couldn't move my money for 2 days

Monzo Chat
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There is a limit of £10k for payments out of Monzo. I requested a higher limit on Sunday and went through the usual process (passport selfie etc). It took Monzo almost 48 hours to enable to move.

They said it was because I needed to ensure the money was in the account before they increased the limit (not sure why) - and that they can only increase limits during the working day (the money was in the account and I informed them yesterday during the working day).

It’s the second time I’ve had to send multiple messages and wait more than a day to be able to transfer my money.

This is fundamentally a customer service issue. I was passed around between four different COPS and no one took ownership.

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So you COULD move your money, but it took several msgs to make it happen?

Maybe edit your title?

Agree it’s not a great experience, but I’m guessing there are a few extra steps for Monzo to go through if you are moving more than £10k (which is why there is a limit)?

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Edit the title to “I couldn’t my money in a timely manner … it took 48hrs … then I could”

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It took 10 messages and 48 hours.

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For what it’s worth, I called up and had it actioned immediately when I needed to do this last month.

I’ve kind of given up on the in app chat…

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That’s interesting - I didn’t even know I could do that. I’ll try that next time.

The issue was mainly the lack of communication. One COP told me it’ll be done soon yesterday evening - and it still took until this afternoon.

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Yeah that’s not a great experience at all.

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I understand their need to check things and such when increasing limits but as everyone seems to be saying at the moment… the support is lacking

I thought they learnt how important CoPS were at Christmas but obviously not.

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Yep totally agree. I’m happy they’re protecting my money. I just wish COPS were more responsive and delivered when they say they would.

It’s also a problem that there’s no consistency - being passed around from COP to COP. The last time I messaged them with a question, I started to get somewhere, then someone else came online and took over and I had to explain again, and they didn’t understand. I gave up trying to get an answer in the end.

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