Monzo has refused a change of name deed poll - twice through the system flow and now through the chat. I’ve escalated this to the formal complaint level but it’s just so sad to see.
Monzo used to be very respectful of peoples’ identities. Now, they’re addressing me by the previous name I’ve used multiple times even after I’ve told them my new one (very personal reasons to change names a second time so this matters to me) and they’re refusing a deed poll based on requirements that have no legal backing.
They now want a deed poll to either be enrolled (a legal process not required and strongly advisable against since it means forevermore you have no privacy as it creates a public record) or, if unenrolled, it should be either handwritten or stamped by a solicitor.
Yes, someone at Monzo has seriously decided a deed poll has more legal meaning if it is handwritten. This is laughably untrue and serves no purpose at all.
A few years ago Monzo were partnering with MasterCard on True Name. I marched in London Pride with some of the Monzo staff. What happened to this company that they decided to introduce new nonsense requirements with no legal basis?
Ah, that’s really disappointing. What a ridiculous requirement. It’s free to change your name and anyone is free to do so. There’s no actual legal process for it that you have to pay for.
You just make a declaration that you’re changing it. Sign it, and start informing people. I can only imagine it’s a misinformed customer support agent. But that’s really not good.
Monzo (used to at least) have a thing in place that allowed you to have your legal name and a preferred name different to what was on your ID documents. Is that not the case anymore?
It appears to not be the case. I asked them to at least update my preferred name for now and they refused as eden wasn’t a nickname for my previous name with a connection they recognized.
This also means that Mastercard should remove Monzo from their True Name list. I wonder how the best way to let Mastercard know about this would be?
Additionally, I’ve tried multiple agents and escalations so this definitely seems to be policy, not a misinformed agent.
They should still be doing that! It set them apart. Your experience is abhorrent and I hope they realise that when looking at your complaint and it put it right.
Not sure how you’d go about alerting Mastercard though, I’m afraid.
This sounds worthy of raising a complaint for. If the passport office don’t need a handwritten enrolled deed poll, Monzo certainly shouldn’t.
As Monzo requires Photo ID to open an account, have you considered updating that first, then requesting the change with the ID as the evidence instead?
Some companies require proof that the name requested is actually being used for formal things.
They have said a photo ID would be accepted so I will provide that once I have it. That takes longer. The last time Monzo was the easiest thing to update
Have done. I’m also going to reach out to Mastercard to see if I can get them to remove Monzo from their True Name partner list since I asked them to at least change my preferred name for now and they also refused this.
That one (True Name) isn’t even about agreement it’s about whether they meet the requirements for a Mastercard initiative they are benefitting from the marketing value of claiming to support.
I will do so. I’ve already complained to Monzo. Mastercard will come later. This evening likely. Waiting to see if someone from Monzo intervenes today.
Yee, it definitely appears to be policy level enough based on the sheer number of identical responses from different agents that I’m not hopeful but maybe at the least they’ll get someone on Monzo’s legal team to tell them that an unenrolled deed poll does not need to be handwritten or stamped by a solicitor.
Somehow they have managed to make this experience even worse - they used my previous name to address me in the initial response to my complaint!
Does anyone have any connections at Mastercard who can get Monzo removed from their True Name list? It clearly isn’t true anymore and they shouldn’t be getting marketing credit for this.
I was a huge Monzo fan a few years ago, so seeing this is where they are now on how they treat people is just really sad.
Even if people had connections its not as simple as that. It would need to go the proper channels. You can try calling 0800-96-4767 but not sure how far that will get you
But either way I’m sure its a honest mistake and they are just trying to cover all basis.
It really is a major change that’s pretty indefensible. The policy is silly and not based on law but even worse is continuing to address a customer a way they’ve asked to change cause that’s just basic human respect.
.