For the past 6 weeks or more I’ve had weekly or biweekly security issues with my account.
The issue started with being unable to transfer money to one Atom Bank savings account but it was allowed on another.
Then I got a message saying my device logged in elsewhere and they’d secured the account until I did a video check. This was worrying because the only way to login to my Monzo account is using a magic link in my email and my email account.
Because my email account is the reset point for almost my entire online life I take security very seriously, using a 64 character random password and Yubi key for authentication. There is no way my email account has been hacked not to mention the notifications I get to another similarly secure account with another provider whenever anyone logs in, authenticates new API keys or changes security settings.
So then I know my Monzo hasn’t been ‘hacked’ into, I reauthenticate an and think nothing of it until the next week when it happens again, and I call up.
I reinstall the app and it happens again a few days later.
This time it’s late so I report it to chat who promptly respond in the morning by cancelling my card, blocking my account, changing my pin etc…
I reauthenticate and raise a complaint, the new card is incredibly annoying.
Then a few days later it happens again, I tell chat, they cancel the card again before it even arrived, which thankfully wasn’t possible for them to do. They remotely log out all my sessions to ‘fix’ it and I have to go through some tedious process because I don’t have a card or pin any more. I asked for a manager call back, nothing.
Just this evening it’s happened again my new card is now on the account so I sent a message saying DO NOT block my card, please get the manager you said would call.
What to do? I have never had this issue before and at this point the security lockouts make the account unusable because Monzo takes so damn long to actually check the video and reauthenticate.
It’s also worth noting I only have Monzo on one phone.