For the past year, I’ve been getting the same error. The issue is not necessarily that I’m being served with this decision but it’s because I was allowed to select who I wanted to open an account with, I’ve gone to proceed with Samuel and it declined; now EVERYTIME I click to open joint account, it defaults straight to this screen without even asking for further details.
My issue is that should I want to apply for a joint account with anyone else, this message is permanently on my account with no option to restart.
Wouldn’t mind even if it is me (not that I’m aware of any reason for this to be the case) but why is the UI stuck on the application with this person in particular?
I have via webchat and they couldn’t offer any assistance on the issue. I’ve deleted and reinstalled the app. I’ve really tried to labour the point that the error isn’t the decision frankly it’s the fact it’s perpetually stuck on the application with this person. Thankfully theyre who I own a home with, but principally if that wasn’t the case; I’d still be served the same message even if I wanted to try a new application with someone else? and re: the other comment made, if it is me, I would’ve expected to be served a message about “not able to offer you this” - but I was able to go through the journey of selecting the person to join with etc so I really feel it’s stuck on something…… from my perspective it feels like it’s stuck anyhow
And if that’s the case, the copy should not make me believe otherwise…? “Based on information you’ve provided us” immediately on this basis in the past year I’ve moved house and now a home owner rather than tenant and changed jobs - but there isn’t any way to input new information.
Not hurt about a decision; purely wanting to raise from a user point of view, it’s not clear. Unless you’re reading something I’m not?
None of that matters really. There will be something about your risk profile that Monzo don’t like. If that changes, they’ll let you apply, until then you’ll probably get this screen.
Respectfully, I think you’re still missing the point/entering into strawman territory.
The initial argument isn’t ‘why won’t monzo offer me or my partner a joint account’ and thats the one people are answering. The OP even says he is fine with not being able to open an account.
How does Monzo know your partner has changed?
There should be the option to say ‘my circumstances have changed’ eventually, even if that results in the same outcome
Really trying to strip the issue back to the point that the message presented is misleading and I’ve been given the same message for a year now — and I appreciate there are things that people may have such as CIFAS flags, but I am also not one of those (otherwise I wouldn’t be here raising an issue with the user experience that I have experienced from being served this message with no options to update)
The decision clearly states based on information I have provided… and I am unable to re apply as continuously served with the error from prior despite my information that I would provide, changing
After a few weeks of persistence - it WAS an issue with the app. The team reset it in the backend and it’s worked.
To be clear; this was a user interface error as it was indeed stuck as the have been going back and forth with the team on finding a fix. Big thanks to Monzo team too
and re: the other comment made, if it is me, I would’ve expected to be served a message about “not able to offer you this” - but I was able to go through the journey of selecting the person to join with etc so I really feel it’s stuck on something…… from my perspective it feels like it’s stuck anyhow
