Hi, i’m expecting a international transfer from Germany since last week, however there has been no update on where my money is. I’ve checked with the sender on my IBAN details and it’s all correct. Whilst contacting the Monzo phone helpline and asking for an update, I gave my details: Account number and I was told that system doesn’t recognise my account number and was told to leave my details: phone number, dob, full name and a specialist would contact me. More than 18 hours have lapsed and I called up again for this to be escalated as a matter of urgency, again the operator could not identify my account number and she put in a note through for another escalation. Now I was wondering if anyone has tried to call up the helpline and was told their account number couldn’t be verified? Also, has anyone else had payment issues receiving money from abroad or Germany? Many thanks for your help!
Stop calling, use the chat feature.
Monzo will not be stopping the money coming in to your account. It will be the sending account that have stopped it if all details are correct.
@Revels I have used the chat feature and they are asking for the TRN number that was provided to me, however that number is not being recognised either. I’m just having trouble figuring out where the money would be. Equally, I am checking with the sender and they are checking with their bank as well. Is there a time limit where money has been debited from the sender’s account and hasn’t been credited into my Monzo account to return back to their account? Thanks for your help.
There will be a limit, but it’ll be months/weeks, not days. Banks can pretty much do what they want under money laundering rules.
If you have a TRN and it isn’t being recognised then you need to go back to whomever provided that to you. How trustworthy is the person sending it? Could they be delaying because they don’t have the money?
@Revels Its my father in-law. I believe they would have the money as they are helping us out with a car payment.