Come on. It’s far easier to spoof an email that looks real vs a secure messaging system and 2FA which could easily be used instead.
Case in point. With HSBC I get an email which tells me I have a Secure message. I can’t see what it says, I have to login for that.
If I don’t, it’s sent with a 2FA access code and only then can I see it.
Having an open text email system for something this sensitive is just lazy and poor, in my opinion.
I mean I know what you are talking about, I just think the perceived ability to phish via email and beat spam systems on google etc when set up correctly is far lower now which is why its no longer the major vector.
Beating all the various protections now is far harder especially on mass from an ip address not know for sending lots of email.
I am not going to dig in too much, I am more curious how people perceive email now over how it actually is when ran properly.
I think using a web page to drop the ID can be easier to phish as if you look at text spam that went out using monzo-somethingsecure {.} com domains to trick people is far more effective then trying to beat modern anti-spam when properly set up using a major provider, the biggest risk though is people who think they know what they are doing and actually dont secure their email properly.
Although I do think its not too much to have a doc drop page on monzo{.}com wouldnt be too much to ask.
The app would always be the best way though.
Busy doing their job. Well, the administration of my loan is part of their job and by not giving me a settlement figure in a timely manner they are at risk of being in breach of regulations.
It’s not up to me to have a crack at the figure, it’s their responsibility to tell me how much I owe when I ask them.
And they will respond to you when they get round to responding to you.
You only spite yourself here. I get it you’re waiting on someone to reply to your email, but don’t be a mood about it.
I’m sure you’re capable of doing simple math, or respectful enough to wait until they reply.
5 working days is a good response timeframe, not sure you’ve specified how long ago you first emailed.
I’d also use recoveries@monzo.com - as for sending documents by email, personally not fussed by it as it’s low risk (albeit not risk free), and don’t personally fret over stuff like this.
I don’t disagree but still, ideally as you say there’d be a better option.
I wish the OP luck but they might find a different bank would suit them. Monzo don’t seem to
Generally allow customers to rejoin these days.
Absolutely they’re not the bank for me - and I’ve got no intention of opening another account. I just want to receive a final settlement figure and pay my debt so I don’t need to keep going through this rigmarole.
So I’ve had a reply after emailing help@monzo.com. Initial response asked for selfie, I declined, second response has asked for one as well which I’ve also declined to provide on the grounds given above.
I’ve never emailed them a selfie and won’t be doing so now, hopefully they can look back through my account and see that I’ve been given figures before and give me the information I need to pay off my loan.
I suspect they won’t without verification and their verification involves selfies.
You only really let yourself down here.
It’s their policy to verify you by other means if you’re no longer able to use the app.
Sounds like you’ll just be paying that debt off for months til it naturally dies.
Does web.monzo.com let you view the loan? Or is that just account activity?
I get an “account not found” message.
I don’t think I’m letting myself down at all, Monzo are letting me down. It may be their policy but I don’t believe it’s sound and they’ve given me the information previously without sending a selfie so I don’t see why they won’t now.
I’ve escalated it to a complaint and am currently on hold. The last time I called it took over an hour to change my address so I’ve settled in and made myself a pot of coffee.
I hope that £200 CASS bonus was worth it!
You still need to verify your identity for a subject access request.
The other side of the coin is somebody emailing in, pretending to be the (ex)customer who wants to (ph)fish for information. We don’t verify their identity and disclose information which they don’t want public or is used to scam them.
I don’t see why we wouldn’t provide this information over the phone as it’s visible in supportal and you can pass IDV over the phone without sending a selfie.
^^
Called again today, took 36 minutes and passed security to get through to be told to email recoveries. I explained the whole saga, a complaint has been lodged and I’ve been told recoveries have been contacted but I still don’t have my settlement figure!
Embarrasing. Raise it with the FCA to launch an investigation with how Monzo handle closed account repayments. I’m sure there is something in their licensing terms that require that they display lending clearly.
I’m sorry for the experience you’ve had 
It might that the settlement figure isn’t available in supportal, I don’t work with borrowing and it’s a long time since I manned the phones.
I’m glad somebody has raised a complaint though, hopefully they can get this resolved for you.
Thanks Dan!
I wonder if it’s been a case of too many people at Monzo believing their own hype and not even considering that borrowers might want to leave - thus making 0 provisions for how to deal with a situation like mine?
Halifax do the same.