Monzo no longer allows large bank transfers at weekends

I wish Monzo had written about this somewhere, or you know, had a support page saying no large bank transfers at weekends - but they don’t. So here’s your public service message.

I asked yesterday afternoon (a weekday). I was told it could take up to 24 hours, which was fine.

Today - after sending a follow up because we’ve reached 24 hours with no reply - I’m being told to wait until Monday.

All standard Monzo stuff - late responses to messages, one staff member saying one thing and another saying the opposite, apparent Monzo policy changes without telling us.

Tired of this.

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That’s really bad, actually. Are you supposed to just put your life on hold over the weekend?

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It’s like the olden days where you had to go to branch to make a transfer so could only do your banking during opening hours …

I propose an addition to the often repeated statement:

We are here to make money work for everyone (Mon - Fri, 9am - 3pm, except bank holidays)

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Added a line:

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Have they ever allowed this at the weekend? Do any banks?

This seems like standard M-F stuff to me.

Yep. Done it before on a Saturday.

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Most banks I’ve had the pleasure of having to use Telephone Banking generally offer a full service over the weekend. Generally no transfers necessary, either

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Any serious bank will do a full service 365 days per year. That includes transfers of all sizes. This isn’t the 1980s anymore (unless you bank with Monzo, by the looks of it :laughing:)

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HAHAHA laugh out loud!!

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As per the OP if they are unable to offer it they should at least say that they can’t somewhere. Very frustrating to find out about policies like this at the point you need to make a transfer.

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I expect it’s not the case, just someone misinformed.

It may be that it needs to be authorised by a specialist team that only work during the week, so I wouldn’t just assume they are wrong.

But if they are wrong, that’s terrible service, so equally open to criticism.

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Not sure that’d be any better, to be honest …

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I expected so, as well. But it’s now 6.30pm so if they were going to do it today, I’d think they would have by now.

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Depending on the size of the transfer, some can only be reviewed by a senior team who only work weekdays.

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It would be nice for customers to be told that. And for support to be told that, as well.

Expectation management is a disaster right now.

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I realise you’re desperate to Monzo bash at any opportunity but people are sometimes wrong. It’s not ideal when customers are advised incorrectly but it happens.

Looks like they aren’t wrong anyway and that you can’t do over a certain amount at weekends. So you can go back to your original outrage again.

I think people are right to “bash” Monzo on this occasion.

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If it’s over their transfer limit then personally I would expect this to get held up on a weekend. Also, how much is a large bank transfer… £10k, £100k, £1m? Not enough info to declare that Monzo are due a bashing.

They’re getting the boot from regulators for not stopping enough fraud and they’re getting the boot from customers and the media for carrying out extra checks :man_shrugging:

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This isn’t Monzo bashing - you know I’ve been a constant advocate of Monzo on these forums. But this is the second time in a month that customer service have said one thing and then it turns out someone else has to correct them.

And to make it worse, it seems like the bank transfer thing is new and hasn’t been publicised.

Tell me how it is and I’ll deal with it, but I’m really losing the energy to be surprised by Monzo’s erratic customer service.

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